St Joseph Hospital of Orange

StJoseph HospitalA member of the St.Joseph Hoagy HealthalianceMarch 30, 2017Ms [redacted] Revdex.com Viewridge Ave #San Diego, CA 92123-1688Re: # [redacted] Dear Ms***:Thank you for taking the time to notify us of our customer's concern regarding difficulties clarifying his billing concerns despite several attemptsIt is our desire to treat every patient and family member in a manner that reflects the values of the Sisters of StJoseph of Orange.We notified our patient Financial Services Department and his billing concerns were carefully examined and addressedAppropriate adjustments were made and the patient's care plan was notified of the adjustmentsMoreover, the patient was contacted and stated they had not received any other requests for payment after the adjustment was made, and had no further requests at this time.Again, thank you for taking the time to provide us with this valuable feedbackThe comments and perceptions of our patients and families are very important to us and we appreciate the opportunity to respond to you and improve our servicesIf you have any additional questions or comments, please do not hesitate to contact me at (714) 771-8000, extension ***.Sincerely, [redacted] Senior Risk Management SpecialistWest Stewart Drive o Orange, CA T: (714) 633-

Dear Ms [redacted] , Thank you for forwarding complaint number [redacted] to me for review Due to federal and state privacy laws related to health information, I am unable to provide a specific reply We will however contacted the individual who made the complaint to see how we may assist in resolving their concerns*** [redacted] , MSHSA, CPHRMDirector, Risk Management and Patient Relations WStewart Drive, Orange, CA 92868T: (714) [redacted] F: [redacted] www.sjo.org

Case # [redacted] Thank you so much for your good letter-writing skillsStJoseph Hospital of Orange contacted me earlier this week agreeing that I should not be held responsible for treatment rendered in that was never billed to my insurance or followed up I have been assured that a check is in the mail to me As a caveat to others, I would warn that the hospital's billing and preauthorization system is terrible, especially the occupational therapy deptCompounding the problem, although there are a few rare gems, the majority of telephone support is unable to navigate their own computer system, so information gleaned from whoever happens to answer the phone is either incomplete, incorrect or contradictory, if they are in a mood to try to helpHappily, I have found better medical companies for any future service[redacted] ***

From: [redacted] < [redacted] > Date: Tue, Nov 25, at 7:AM Subject: Re: You have a new message from the Revdex.com To: "[email protected]" Thank youMy issue with saint joseph's hospital has been resolved

St.Joseph Health ?StJoseph HospitalA member of the St.Joseph Hoag Health allianceFebruary 24, 2017Ms*** *** Revdex.com 4747Viewridge Ave #San Diego, CA 92123-1688Re: # ***Dear Ms***:Thank you for taking the time to notify us of our customer's concernI was disappointed to learn that after three attempts to clarify his billing concern, he was unable to get the answers that he sought,I have notified our Patient Financial Services Department so that his billing complaints can be addressed and I have left a voicemail for the customer with my contact informationOnce we have investigated his billing concerns and have a resolution, we will be able to send a final responseWe will notify the Revdex.com at that time.Thank you, once again, for this valuable feedback and the opportunity to satisfactorily answer our customer's billing complaint.Sincerely, ..?; 7.*** *** ***Manager, Risk Management and Patient RelationsWest Stewart Drive Orange, CA T: (714) 633-911A Ministry founded by the Sisters of StJoseph of Orange WWW.So.org

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I haven't received any mail or phone call from the business yetI'll Update Revdex.com as soon as I receive the response from St Joseph Hospital
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***

St. Joseph HospitalA member of the St.Joseph Hoagy HealthalianceMarch 30, 2017Ms. [redacted] Revdex.com 4747 Viewridge Ave #200 San Diego, CA 92123-1688Re: # [redacted]Dear Ms. [redacted]:Thank you for taking the time to notify us of our customer's concern regarding difficulties clarifying his billing concerns despite several attempts. It is our desire to treat every patient and family member in a manner that reflects the values of the Sisters of St. Joseph of Orange.We notified our patient Financial Services Department and his billing concerns were carefully examined and addressed. Appropriate adjustments were made and the patient's care plan was notified of the adjustments. Moreover, the patient was contacted and stated they had not received any other requests for payment after the adjustment was made, and had no further requests at this time.Again, thank you for taking the time to provide us with this valuable feedback. The comments and perceptions of our patients and families are very important to us and we appreciate the opportunity to respond to you and improve our services. If you have any additional questions or comments, please do not hesitate to contact me at (714) 771-8000, extension [redacted].Sincerely,[redacted] Senior Risk Management SpecialistWest Stewart Drive o Orange, CA 92868 T: (714) 633-911

Dear Ms. [redacted], Thank you for forwarding complaint number [redacted] to me for review.   Due to federal and state privacy laws related to health information, I am unable to provide a specific reply.  We will however contacted the individual who made the complaint to see how we...

may assist in resolving their concerns. [redacted], MSHSA, CPHRMDirector, Risk Management and Patient Relations 1100 W. Stewart Drive, Orange, CA 92868T: (714) [redacted]   F: [redacted]www.sjo.org

Thank you for taking the time to notify us of our customer's concern With a negative mark on her Credit report despite paying her bill in full. It is our desire to treat every patient and family member in a manner that reflects the values of the Sisters of St. Joseph of Orange.We notified our...

Patient Financial Services Department and her billing concerns Were carefully examined and addressed. The patient was contacted by the Financial Services Department regarding the bad debt agency confirming her account was paid in full and they've removed the account from their inventory as Well as Send a letter of confirmation to the patient. Moreover, a letter was sent to the patient regarding the resolution of this matter form the Financial Services Department.Again, thank you for taking the time to provide us with this valuable feedback. The comments and perceptions of Our patients and families are very important to us and We appreciate the opportunity to respond to you and improve our Services. If you have any additional questions or comments, please do not hesitate to contact me at (714) 771-8000, extension [redacted].Sincerely,[redacted] Senior Risk Management Specialist

Dear Ms. [redacted]: I was very sorry to learn of our patient and her spouse’s frustration in regard to this billing issue.  Due to patient confidentiality, I am unable to share any details about patients but I have responded to our patient and I hope the information I provided will be of some...

benefit to them as they pursue a satisfactory resolution to this billing concern. Thank you for notifying us of their complaint and the opportunity to review and respond to our patient. Sincerely, 
[redacted]

From: [redacted] <[redacted]>
Date: Tue, Nov 25, 2014 at 7:43 AM
Subject: Re: You have a new message from the Revdex.com
To: "[email protected]" <[email protected]>



Thank you. My issue with saint...

joseph's hospital has been resolved.

Case # [redacted]Thank you so much for your good letter-writing skills. St. Joseph Hospital of Orange contacted me earlier this week agreeing that I should not be held responsible for treatment rendered in 2002 that was never billed to my insurance or followed up.  I have been assured that a check is in the mail to me.  As a caveat to others, I would warn that the hospital's billing and preauthorization system is terrible, especially the occupational therapy dept. Compounding the problem, although there are a few rare gems, the majority of telephone support is unable to navigate their own computer system, so information gleaned from whoever happens to answer the phone is either incomplete, incorrect or contradictory, if they are in a mood to try to help. Happily, I have found better medical companies for any future service.[redacted]

Dear Revdex.com: Thank you for notifying us of this customer complaint. I have contacted the complainant by phone and have followed up formally in a letter as well. We were sorry to hear of her experience, but due to patient confidentiality, cannot respond on a public website. Thank you, once again, for...

the valuable feedback and the opportunity to respond to the customer personally.Sincerely,[redacted]Manager, Risk Management and Patient Relations

Dear Revdex.com,Thank you for the additional feedback from our patient's spouse.  I have spoken with him on the phone and obtained additional information that he requested. I am mailing a letter to them today which I hope will be of some help to them. Sincerely,[redacted]Manager, Risk Management