We are in receipt of the above case and after thoroughly auditing the account, please read below our response to the customer's concerns The first complaint questions the inability of Franciscan Alliance to send one statement for all services from all entitiesAt this time, patients receive separate billing statements from the hospital and from the physicianFranciscan Alliance has recognized the inconvenience of multiple billing statements to the consumerWe are currently engaged in a project that will result in combining some of our patient billing statements in an effort to reduce the number of billing statements from different entities The patient was set up on a payment plan on 7/7/for the physician balance of $The patient agreed to pay $a month for consecutive monthsOn 8/1/14, the patient requested financial assistance and the account status was changed to financial assistance and the payment plan status was removedPartial financial assistance was approved and the account should have been re-aged to allow for a series of billing statements to be sent with the patient's current, outstanding balance of $The financial clerk did not re-age the service and the account was automatically routed to collectionsManagement has spoken with the clerk and she is aware of her error There is no derogatory remark against the patient's creditWe have included a copy of the Miramed letter that was sent to the patient stating the account is closed The breakdown of the hospital charges are attached for a total charge of $6,The hospital account is paid in full and there is no patient balanceIf the patient requests an audit of the itemized charges, we can provide Our coding department reviewed date of service 5/15/for $It was determined the service was billed in errorThe mistake was user error and the Coding Manager has re-educated the staff memberThe charge has been removed and there is no patient responsibilityWe are in the process of refunding the insurance company and the patient for date of service 5/15/14The patient will receive a refund of $ Franciscan Alliance Ambulatory Business Office received one, written complaint from the patient on 1/16/On 1/19/15, our customer service lead sent the patient a letter explaining that we were in receipt of her complaint and to allow us days from date of letter for a resolution We sincerely apologize and regret any inconvenience or stress the patient experienced because of our errors or billing processesThank you for the opportunity to respond and allow us to address what we will do going forward to eliminate the concernsShould you have any questions, please contact me at (317)-528- Sincerely, [redacted] JR [redacted] Franciscan Alliance ABO Customer Service Manager
***:I have reviewed the patient’s complaint. The patient was seen on 6/5/15.There was no call recorded from the patient on 6/8/The account was billed to insurance on 6/9/15. The patient can visit the web portal at
payments.franciscanalliance.orgto request a payment receiptI printed the receipt today and 1) attached to this emailresponse as well as 2) mail a copy to the patient In the future, the patient does not need to call, the patientcan obtain from the website, however if the patient would have called, we couldhave printed and mailed. There is no call activity on this account atall. When a call is received, the representative notes the file. If the patient is certain they called on 6/8/15, please offerthe phone number they dialed, the time of day (morning or afternoon) and therepresentative they spoke to. Deb D***Franciscan Alliance/CBOCustomer Service Supervisor(219) *** Phone(219) *** Fax
FONT-SIZE: 10pt">We are in receipt of the above case and after thoroughly auditing the account, please read below our response to the customer's concerns.
The first complaint questions the inability of Franciscan Alliance to send one statement for all services from all entities. At this time, patients receive separate billing statements from the hospital and from the physician. Franciscan Alliance has recognized the inconvenience of multiple billing statements to the consumer. We are currently engaged in a project that will result in combining some of our patient billing statements in an effort to reduce the number of billing statements from different entities.
The patient was set up on a payment plan on 7/7/14 for the physician balance of $465.12. The patient agreed to pay $39.00 a month for 12 consecutive months. On 8/1/14, the patient requested financial assistance and the account status was changed to financial assistance and the payment plan status was removed. Partial financial assistance was approved and the account should have been re-aged to allow for a series of billing statements to be sent with the patient's current, outstanding balance of $98.00. The financial clerk did not re-age the service and the account was automatically routed to collections. Management has spoken with the clerk and she is aware of her error.
There is no derogatory remark against the patient's credit. We have included a copy of the Miramed letter that was sent to the patient stating the account is closed.
The breakdown of the hospital charges are attached for a total charge of $6,784.87. The hospital account is paid in full and there is no patient balance. If the patient requests an audit of the itemized charges, we can provide.
Our coding department reviewed date of service 5/15/14 for $150.00. It was determined the service was billed in error. The mistake was user error and the Coding Manager has re-educated the staff member. The charge has been removed and there is no patient responsibility. We are in the process of refunding the insurance company and the patient for date of service 5/15/14The patient will receive a refund of $82.19.
Franciscan Alliance Ambulatory Business Office received one, written complaint from the patient on 1/16/15. On 1/19/15, our customer service lead sent the patient a letter explaining that we were in receipt of her complaint and to allow us 30 days from date of letter for a resolution.
We sincerely apologize and regret any inconvenience or stress the patient experienced because of our errors or billing processes. Thank you for the opportunity to respond and allow us to address what we will do going forward to eliminate the concerns. Should you have any questions, please contact me at (317)-528-4801.
Sincerely,
[redacted] J. R[redacted]
Franciscan Alliance ABO Customer Service Manager
We are in receipt of the above case and after thoroughly auditing the account, please read below our response to the customer's concerns The first complaint questions the inability of Franciscan Alliance to send one statement for all services from all entitiesAt this time, patients receive separate billing statements from the hospital and from the physicianFranciscan Alliance has recognized the inconvenience of multiple billing statements to the consumerWe are currently engaged in a project that will result in combining some of our patient billing statements in an effort to reduce the number of billing statements from different entities The patient was set up on a payment plan on 7/7/for the physician balance of $The patient agreed to pay $a month for consecutive monthsOn 8/1/14, the patient requested financial assistance and the account status was changed to financial assistance and the payment plan status was removedPartial financial assistance was approved and the account should have been re-aged to allow for a series of billing statements to be sent with the patient's current, outstanding balance of $The financial clerk did not re-age the service and the account was automatically routed to collectionsManagement has spoken with the clerk and she is aware of her error There is no derogatory remark against the patient's creditWe have included a copy of the Miramed letter that was sent to the patient stating the account is closed The breakdown of the hospital charges are attached for a total charge of $6,The hospital account is paid in full and there is no patient balanceIf the patient requests an audit of the itemized charges, we can provide Our coding department reviewed date of service 5/15/for $It was determined the service was billed in errorThe mistake was user error and the Coding Manager has re-educated the staff memberThe charge has been removed and there is no patient responsibilityWe are in the process of refunding the insurance company and the patient for date of service 5/15/14The patient will receive a refund of $ Franciscan Alliance Ambulatory Business Office received one, written complaint from the patient on 1/16/On 1/19/15, our customer service lead sent the patient a letter explaining that we were in receipt of her complaint and to allow us days from date of letter for a resolution We sincerely apologize and regret any inconvenience or stress the patient experienced because of our errors or billing processesThank you for the opportunity to respond and allow us to address what we will do going forward to eliminate the concernsShould you have any questions, please contact me at (317)-528- Sincerely, [redacted] JR [redacted] Franciscan Alliance ABO Customer Service Manager
***:I have reviewed the patient’s complaint. The patient was seen on 6/5/15.There was no call recorded from the patient on 6/8/The account was billed to insurance on 6/9/15. The patient can visit the web portal at
payments.franciscanalliance.orgto request a payment receiptI printed the receipt today and 1) attached to this emailresponse as well as 2) mail a copy to the patient In the future, the patient does not need to call, the patientcan obtain from the website, however if the patient would have called, we couldhave printed and mailed. There is no call activity on this account atall. When a call is received, the representative notes the file. If the patient is certain they called on 6/8/15, please offerthe phone number they dialed, the time of day (morning or afternoon) and therepresentative they spoke to. Deb D***Franciscan Alliance/CBOCustomer Service Supervisor(219) *** Phone(219) *** Fax
Dear Revdex.com:*** *** responded to this complaint on 1/22/ ***:Please resend to the Revdex.com. Thankyou
FONT-SIZE: 10pt">We are in receipt of the above case and after thoroughly auditing the account, please read below our response to the customer's concerns.
The first complaint questions the inability of Franciscan Alliance to send one statement for all services from all entities. At this time, patients receive separate billing statements from the hospital and from the physician. Franciscan Alliance has recognized the inconvenience of multiple billing statements to the consumer. We are currently engaged in a project that will result in combining some of our patient billing statements in an effort to reduce the number of billing statements from different entities.
The patient was set up on a payment plan on 7/7/14 for the physician balance of $465.12. The patient agreed to pay $39.00 a month for 12 consecutive months. On 8/1/14, the patient requested financial assistance and the account status was changed to financial assistance and the payment plan status was removed. Partial financial assistance was approved and the account should have been re-aged to allow for a series of billing statements to be sent with the patient's current, outstanding balance of $98.00. The financial clerk did not re-age the service and the account was automatically routed to collections. Management has spoken with the clerk and she is aware of her error.
There is no derogatory remark against the patient's credit. We have included a copy of the Miramed letter that was sent to the patient stating the account is closed.
The breakdown of the hospital charges are attached for a total charge of $6,784.87. The hospital account is paid in full and there is no patient balance. If the patient requests an audit of the itemized charges, we can provide.
Our coding department reviewed date of service 5/15/14 for $150.00. It was determined the service was billed in error. The mistake was user error and the Coding Manager has re-educated the staff member. The charge has been removed and there is no patient responsibility. We are in the process of refunding the insurance company and the patient for date of service 5/15/14The patient will receive a refund of $82.19.
Franciscan Alliance Ambulatory Business Office received one, written complaint from the patient on 1/16/15. On 1/19/15, our customer service lead sent the patient a letter explaining that we were in receipt of her complaint and to allow us 30 days from date of letter for a resolution.
We sincerely apologize and regret any inconvenience or stress the patient experienced because of our errors or billing processes. Thank you for the opportunity to respond and allow us to address what we will do going forward to eliminate the concerns. Should you have any questions, please contact me at (317)-528-4801.
Sincerely,
[redacted] J. R[redacted]
Franciscan Alliance ABO Customer Service Manager