We did resolve the issue per the consumers desired resolution, and we have absorbed the cost and put this bill down to zero. We contacted the collection agency to have them removed from their collections system. We also have sent the request to remove this issue from the credit reports to the...
credit bureaus. They will be sending the patient the information about having this removed. I am also sending the patient a statement showing their zero balance.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Initial Business Response /* (1000, 7, 2015/10/13) */
We have reviewed the individual's concern and discussed our findings with her. We are sorry she remains dissatisfied.
I will accept this response by St. Anthony's regarding a call from them to discuss and settle this issue as long as I receive a call no later than Tuesday, January 3, 2017.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
insurance providers were billed appropriately. The VA denied some of the claims. The Patient Accounts department have mailed new itemized statements to the patient, along with a copy of the Explanation of Benefits from his insurance providers. St. Anthony's appealed the denials but did not win the appeals. The patient needs to contact the VA to discuss their denials.
Initial Business Response /* (1000, 7, 2015/09/01) */
[redacted] Director, Patient Accounts spoke with [redacted] P. at [redacted] insurance who reported [redacted] processed the claim incorrectly. [redacted] P. informed Ms. [redacted] that he is reprocessing the claim with a corrected code which will reflect a $100...
co-pay. [redacted] P. reported the claim reprocessing should be completed within 30 days. The reference number provided is XXXXXXXXXXXX.
Ms. [redacted] called and left a message for the patient, [redacted], at XXX-XXX-XXXX, so she can provide this information to her as well.
We billed primary insurance and $910 was applied to deductible. At that time [redacted] forwarded to their internal HSA processing unit who sent the $910 without waiting for secondary insurance processing (Medicare) and without waiting for an accurate patient balance. Medicare was...
then billed and paid $228.36; Medicare then took back the payment and we are still waiting on their payment as the claim is in a suspended status. We are going to refund Ms. [redacted], $681.64 which is the $910.00 her HSA paid minus the amount of $228.36 which we would have received from Medicare. When Medicare pays, we will refund the amount to Ms. [redacted].
The bill the patient is referring to is not a bill from the hospital, it is from one of the physician's who cared for him. Patient was instructed to call the phone number on the invoice regarding this complaint.
Initial Business Response /* (1000, 7, 2015/12/09) */
Contact Name and Title: [redacted] CSR
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@samcstl.org
We complied with the patient request for a payment plan and it was set up through the hospital in the amount of $20 per month on...
11/25/2015.
The patient was called and we left messages for her on 11/25/15 and 11/30/15 with no return call from the patient.
Initial Consumer Rebuttal /* (3000, 9, 2015/12/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
If this is true regarding the 11/25 and 11/20 phone calls: this would be me receiving the automated phone call of "this is St. Anthony's billing..." of which I ignore. If it is important enough ,there would have been a real person when I answered the phone! Why do you constantly make phone calls with recordings for me to pay?! If someone is paying monthly, leave me/them alone! You were the one not responding in an appropriate time frame when I called 10/7/2015, 10/9/2015, 11/13/2015!
We are rebilling the Illinois Medicaid as patient's daughter requested and we will see if they pay on the claim. We expect all staff to treat our patient's with respect and compassion and we apologize if that was not your experience.
Initial Business Response /* (1000, 5, 2016/01/25) */
Contact Name and Title: [redacted] CSR
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@samcstl.org
I called the patient and explained to him that his insurance left a 20% coinsurance in the amount of $176.75 as patient...
responsibility. Patient does not agree. Patient remains dissatisfied.
The balance of $45.27 is not from St. Anthony's Medical Center. It could possibly be from the ER physicians billing office, CEP America (phone# [redacted]). We only bill for the facility and cannot help with the ER physicians bill since its separate from the hospital...
billing. The patient balance with the hospital is currently $175.00 and has not been placed with a collection agency at this time. This could have been explained to Ms. [redacted] had she called our customer service office.
We did resolve the issue per the consumers desired resolution, and we have absorbed the cost and put this bill down to zero. We contacted the collection agency to have them removed from their collections system. We also have sent the request to remove this issue from the credit reports to the...
credit bureaus. They will be sending the patient the information about having this removed. I am also sending the patient a statement showing their zero balance.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Initial Business Response /* (1000, 7, 2015/10/13) */
We have reviewed the individual's concern and discussed our findings with her. We are sorry she remains dissatisfied.
I will accept this response by St. Anthony's regarding a call from them to discuss and settle this issue as long as I receive a call no later than Tuesday, January 3, 2017.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
The accounts have been reviewed and the...
insurance providers were billed appropriately. The VA denied some of the claims. The Patient Accounts department have mailed new itemized statements to the patient, along with a copy of the Explanation of Benefits from his insurance providers. St. Anthony's appealed the denials but did not win the appeals. The patient needs to contact the VA to discuss their denials.
A call was placed to Mr. [redacted] to explain the charges. We are sorry Mr. [redacted] remains dissatisfied.
Initial Business Response /* (1000, 7, 2015/09/01) */
[redacted] Director, Patient Accounts spoke with [redacted] P. at [redacted] insurance who reported [redacted] processed the claim incorrectly. [redacted] P. informed Ms. [redacted] that he is reprocessing the claim with a corrected code which will reflect a $100...
co-pay. [redacted] P. reported the claim reprocessing should be completed within 30 days. The reference number provided is XXXXXXXXXXXX.
Ms. [redacted] called and left a message for the patient, [redacted], at XXX-XXX-XXXX, so she can provide this information to her as well.
The second hearing aid was returned damaged and outside the time frame allowed for returns. This was explained to the client at the time.
We billed primary insurance and $910 was applied to deductible. At that time [redacted] forwarded to their internal HSA processing unit who sent the $910 without waiting for secondary insurance processing (Medicare) and without waiting for an accurate patient balance. Medicare was...
then billed and paid $228.36; Medicare then took back the payment and we are still waiting on their payment as the claim is in a suspended status. We are going to refund Ms. [redacted], $681.64 which is the $910.00 her HSA paid minus the amount of $228.36 which we would have received from Medicare. When Medicare pays, we will refund the amount to Ms. [redacted].
The bill the patient is referring to is not a bill from the hospital, it is from one of the physician's who cared for him. Patient was instructed to call the phone number on the invoice regarding this complaint.
Initial Business Response /* (1000, 7, 2015/12/09) */
Contact Name and Title: [redacted] CSR
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@samcstl.org
We complied with the patient request for a payment plan and it was set up through the hospital in the amount of $20 per month on...
11/25/2015.
The patient was called and we left messages for her on 11/25/15 and 11/30/15 with no return call from the patient.
Initial Consumer Rebuttal /* (3000, 9, 2015/12/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
If this is true regarding the 11/25 and 11/20 phone calls: this would be me receiving the automated phone call of "this is St. Anthony's billing..." of which I ignore. If it is important enough ,there would have been a real person when I answered the phone! Why do you constantly make phone calls with recordings for me to pay?! If someone is paying monthly, leave me/them alone! You were the one not responding in an appropriate time frame when I called 10/7/2015, 10/9/2015, 11/13/2015!
We are rebilling the Illinois Medicaid as patient's daughter requested and we will see if they pay on the claim. We expect all staff to treat our patient's with respect and compassion and we apologize if that was not your experience.
Initial Business Response /* (1000, 5, 2016/01/25) */
Contact Name and Title: [redacted] CSR
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@samcstl.org
I called the patient and explained to him that his insurance left a 20% coinsurance in the amount of $176.75 as patient...
responsibility. Patient does not agree. Patient remains dissatisfied.
This account is still in review with Medicare. The Patient Accounts department is actively working to resolve the issue.
The balance of $45.27 is not from St. Anthony's Medical Center. It could possibly be from the ER physicians billing office, CEP America (phone# [redacted]). We only bill for the facility and cannot help with the ER physicians bill since its separate from the hospital...
billing. The patient balance with the hospital is currently $175.00 and has not been placed with a collection agency at this time. This could have been explained to Ms. [redacted] had she called our customer service office.
We have responded to the concerns and are sorry they remain dissatisfied. We consider this issue resolved.