St. Luke's University Health Network

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: Regards, [redacted] Dear Revdex.com, I'm rejecting the response because St Luke's refuses to process the claim in the proper channels with my insurance company [redacted] paid all the other bills why not this one because of clerical problems Someone needs to be held accountable I'm still getting a bill WHY [redacted]

November 25, 2015 [redacted] ***, I am writing in response to our patients, [redacted] 's, concern regarding her bill she received from [redacted] in the amount of $332.00. Our patient has expressed dissatisfaction with the billing done by our ancillary provider and claims to have... had no advance communications regarding this service.Please note upon further review with that facility manager, it has been confirmed that the registrar quoted our patient for the hospital charge correctly. These sites all have proper signage to inform our radiology patients that they may receive a separate bill for the reading of any radiology reports. The facility manager did take this a step further to inquire with [redacted] , that the billing was indeed correct. We received confirmation that their billing was correct. They also stated that they have provided similar services to this patient in the past which this patient had acknowledged and provided payment for. The process is the same today. [redacted] Supervisor has placed a call to our patient to explain this in detail and provide payment options for our patient.I hope I was able to answer all the questions the patient had as well as provide resolution. Our patient can reach one of our representatives at ###-###-#### option #2 with any further questions. If I can be of further assistance regarding this matter, please feel free to contact. me at ###-###-####.Sincerely,Amy P Manager Business Office

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Thank you for finally correcting this billing issue
Regards,
*** ***

1/4/2017In response to your letter dated December 30, 2016, the patients concerns are being addressed as follows:it appears the patient is rather anxious to review and pay his billsWe certainly recognize his concerns and want to do our best to meet his needsWe feel at this time an easier solution for our patent would be to meet with our financial counselors at our Bethlehem campus hospital in the main lobbyThey would be available to meet with *** *** and review his outstanding accounts here and walkthru his explanation of benefits and balances owedHe can come in whenever it is convenient for himThey are staffed Monday thru Friday from 8:00-4:00.Our office is going through a transition and implementing a Single Billing Office in conjunction with our physician groupDuring our transition we may be setting up community focus groupsThis will allow our organization to reach out to our community members for their feedback on what changes they may be interested in seeingThis would be a great opportunity for our patient to voice his concerns as we are eager to hear his concerns and recommendationsI will be sure to forward his name to our marketing department when they set up these groups.Please let us know if you have any further questions, Our office can be reached at ###-###-#### option#*.Thank you,Amy P.Manager, Business Office

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
Regards,
*** ***
Dear Revdex.com,
I'm rejecting the response because St Luke's refuses to process the claim in the proper channels with my insurance company *** ** ** paid all the other bills why not this one because of clerical problems Someone needs to be held accountable I'm still getting a bill WHY
*** ***

March 14, 2014Our office received a Revdex.com complaint filed by a *** * *** on 3/4/The patient is requesting a claim in the amount $1,from date of service 8/4/be submitted and paid by his insurance carrier.Please note the following details:This claim was
submitted to the insurance which the patient presented to us via a phone call on 9/S/2013The patient's insurance, *** ** ** ***, acknowledged our claim submission immediately on 9/4/They had sent correspondence directly to the patient copied our office to inform us they are requesting information from the patient and our claim would not processed until the patient adhered to their requestPlease see attached document.Our office followed up with the insurance and discovered that as of 10/1/the patient had not complied to the request of the insurance carrier so our office mailed a letter to the patient requesting he remedy this with his insurance carrierPlease see attached documentOur office had no response and sent a final request via mail to this patient on 10/15/Please see attached document.Our billing office began calling the patients home telephone number for resolution in December of No response via phone from the patient however the patients mother had responded via phone on occasions stating her son would be in touch with the insurance.On 3/3/an employee from the insurance carrier called our office and said they are ready for our claim as the patient has responded to them and we were asked to resubmit our claim.Our claim was resubmitted to his insurance on 3/7/2014.Our office will await the insurance to process this claimIf for some reason the insurance carrier does not pay the bill we would be happy to offer the patient an 80% discount on total charges.Thank you,

April 10, 2015*** ***, I am writing in response to our patient’s, *** ***, concern regarding an Urgent Care visit on January 11th The total charges on the claim were $We received a $payment from the patient and $from *** ***The patient has concerns
regarding the balance bill she has received for $115.50.Upon review with our billing department I have concluded that during this period of time our hospital did not have urgent care contracts and was doing “split billing”I feel that because of this, the patient was assessed a liability greater than if we had urgent care contracts in place and did not do split billingIn order to rectify this for our patient her account has been allowanced in fullThe patient now has a zero balanceI have contacted Financial Recoveries and requested they delete any negative credit reporting that may have occurred because of this, I also requested Financial Recoveries send this patient a letter explaining this process to herI hope I was able to answer all the questions the patient had as well as provide resolutionOur patient can reach one of our representatives at ###-###-#### option #with any further questionsIf I can be of further assistance regarding this matter, please feel free to contact me at ###-###-####Sincerely,Amy P, Manager Business Office

November 25, 2015*** ***, I am writing in response to our patients, *** ***'s, concern regarding her bill she received from *** *** *** in the amount of $Our patient has expressed dissatisfaction with the billing done by our ancillary provider and
claims to have had no advance communications regarding this service.Please note upon further review with that facility manager, it has been confirmed that the registrar quoted our patient for the hospital charge correctlyThese sites all have proper signage to inform our radiology patients that they may receive a separate bill for the reading of any radiology reportsThe facility manager did take this a step further to inquire with *** *** ***, that the billing was indeed correctWe received confirmation that their billing was correctThey also stated that they have provided similar services to this patient in the past which this patient had acknowledged and provided payment forThe process is the same today*** *** *** Supervisor has placed a call to our patient to explain this in detail and provide payment options for our patientI hope I was able to answer all the questions the patient had as well as provide resolutionOur patient can reach one of our representatives at ###-###-#### option #with any further questionsIf I can be of further assistance regarding this matter, please feel free to contactme at ###-###-####Sincerely,
Amy P
Manager Business Office

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because:01-09-2017Dear *** ***,This missive is in response to StLuke's recent letter dated 01-04-2017.In a letter to Revdex.com from Amy P*** dated 11-17-2016, MsP*** made certain representations and promises on behalf of StLuke's to resolve my billing issuesMsP*** did indeed contact me to broker a face-to-face meeting with St Luke's Vice President of Revenue CycleIn 'Good-Faith,' I agreed to St Luke's terms and ended the conversation with a warm tone; conditioned on presenting to one-another other various meeting dates suitable to the schedules of those concerned. Our phone conversation promoted such goodwill and understanding that I promptly and confidently closed my complaint with the Revdex.com.Trying to reconnect with MsP*** after that proved fruitlessI called and politely recorded numerous voicemail messages to no end.MsP*** has presented herself in this matter, verbally and in writing, as representing the interests of CEO Anderson, and the VP of Revenue CycleFurther, as the Manager of St Luke's Business Office, MsP***, in ‘Bad-Faith,’ whether acting on her own or in the service of others, 'Failed to Perform' regarding previous representations and promises to resolve this matter, not only with myself but also the good offices of the Revdex.com. After re-opening my complaint with the Revdex.com, the aforementioned StLuke's representative(s), reaffirmed all suspicions of 'Bad-Faith,' by pulling what we commonly refer to in the business world as the 'Double-Deal.' I reject St Luke's most current offer and naturally expect them to honor in 'Good-Faith,' those promises and representations made to me via the Revdex.com, as-wethe friendly phone conversation between myself and MsP***. Sincerely,
Regards,
*** ***

November 25, 2015*** ***, I am writing in response to our patients, *** ***'s, concern regarding her bill she received from *** *** *** in the amount of $Our patient has expressed dissatisfaction with the billing done by our ancillary provider and claims to have
had no advance communications regarding this service.Please note upon further review with that facility manager, it has been confirmed that the registrar quoted our patient for the hospital charge correctlyThese sites all have proper signage to inform our radiology patients that they may receive a separate bill for the reading of any radiology reportsThe facility manager did take this a step further to inquire with *** *** ***, that the billing was indeed correctWe received confirmation that their billing was correctThey also stated that they have provided similar services to this patient in the past which this patient had acknowledged and provided payment forThe process is the same today*** *** *** Supervisor has placed a call to our patient to explain this in detail and provide payment options for our patient.I hope I was able to answer all the questions the patient had as well as provide resolutionOur patient can reach one of our representatives at ###-###-#### option #with any further questionsIf I can be of further assistance regarding this matter, please feel free to contactme at ###-###-####.Sincerely,Amy P Manager Business Office

December 27, 2016I find it still very frustrating that I have been asking for an itemized statement, as if I was a self-pay customer, for over a year and the stone wall still existsI expected the December th reply from StLuke's University Hospital would state that the itemized bill would be mailed to me promptlyBut as you can read in their reply everything is fine, no mistakes were madeBut let us review:#1- First let's get the name correct*** not "***"#- Back in February of this year, this same institution was billing me for these same servicesWhen I called them on 2/3/@ 1:15PM, they were emphatic that I was in for those services and lowed the billThey stated I was in the hospital and these procedures were run on me, I was the patient! This topic was covered in my February 11th letter to StLuke's#- If I read their reply correctly, when I receive the itemized statements I will be able see half was billed one day and half on the otherThus a one day test would be equal to these two halves.#- Was this billing ever explained to my wife?Thank you for your time,

Our office received a Revdex.com complaint filed by *** *** on 2/25/The patient is requesting a claim in the amount $3,from date of service 2/18/be submitted and paid by his insurance carrierPlease note the following details:
- This claim was submitted to the
insurance - *** *** *** on 2/27/2014-Our office was supplied the Diagnosis Code from the physician of *** *** *** *** ** *** *** *** as well as the reason for the visit which was a follow up exam and coded as Vappropriately
-The patient's Insurance, *** *** ***,acknowledged our claim submission immediately on 3/5/-Per the patient's insurance plan the patient was assessed a $co-pay, $towards his deductible as well as $towards his plan's coinsurance
-We promptly billed the patient according to the EOB we received of $1,-The patient did call our office to request we "bill with the same codes as last time"
-Per federal guidelines we must adhere too, we must bill with the codes submitted by the physician based on the reason for the visit and the services provided
-We did however agree to send out a revised claim to *** using a modifier which alerts the insurance carrier that the intent was a screening (which is usually covered under preventative at 100%)
-*** replied back to our revised claim that they were going to stick to their original claim processing and the patient would ultimately be llable for $1,We have done everything within our power to assist our patient in obtaining the highest level of payment from his insurance carrier and if the patient wishes, he can appeal this decision directly with his insurance carrier
-Payment is due appropriately from the patient and we will work to assist our patient in meeting his obligation
_The patient can call our office at ###-###-#### and inquire about our financial assistance program as well as an interest free monthly payment plan
-Copies of the referenced documentation is attached for your reference and a copy will also be sent to the patient
Thank you,
Amy P***
Support Services Manager

Dear Reader;In regard to the patient complaint regarding this account, I have attached the notes from our system indicating the work we did on this accountAs you will see, we attempted numerous times to contact the patientThe number we had was the mother’s phone who declined to provide
us the information to contact the patient directlyNumerous statements were sent to the patient prior to and after the account was placed in bad debt without any response.While the patient indicated this was a Worker’s Compensation claim, she never provided us with the information needed re her employer WC carrier, nor a claim number indicating that she had filed a WC claimWe never received acknowledgement from her employer that this was accepted as a WC claimIn these instances, the patient has the obligation to work with the employer and the WC carrier to ensure a claim is filed and provide the hospital with that informationThe hospital is limited in providing medical information to a third party until liability has been accepted.StLuke’s does not “sell” accounts to collection agenciesWe place our accounts with an agency for follow up in an attempt to collect debtsThe agency then will pursue the debtI have contacted our agency and they have supplied a synopsis of the activity and contact on this accountOnce she pays the account, the credit bureau will be notified that the debt has been satisfied.If there are any other questions or concerns, do not hesitate to contact me at ###-###-####-

Recently I had an appointment with a st lukes orthopedic doctorI had to wait for two weeks to get into see a doctor!
That is two weeks of misery!
I could not walk upright and had severe hip and leg painUpon arrival the receptionist informed me that I could not be seen by a doctor because I had no referral!
I was told by my insurance company that I did not need a referralBut St lukes receptionist insisted that I need one and could not see a doctorI said I would self-payI just needed to see a doctorAny doctorShe said that once a patient registered with insurance that it could not be changed!!!
I pleaded and cried because the pain was so badWith all the compassion of a dead rat, she said that she could make a new appointment for me, but the soonest would be another two weeksI can not believe that st lukes would allow this kind of treatment to go onWhy wasn't I told when I made the appointment, that I need a referralAnd why couldn't they post it a day later and let me be seen?
I have been to st lukes beforeFor myself and for my father, including the ER, and I was always treated with compassion and respectIM VERY DISGUSTEDI have another appointment tomorrowI can't wait to see what happens then

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
Please see the attached document
Regards,
*** ***

11/17/2016In response to your letter dated November 11, 2016, the patients concerns are being addressed as follows:A phone conversation was had with our patient on November 8th where the patient stated he already filed a Revdex.com complaint but was requesting a formal sitdown with our network CEOI
told him would gather his bills and review all account history notes so we can review all his concernsHe was thankful however was insistent on a sit down with our CEO and asked that contact him when the Revdex.com complaint is received.Our CEO will be unable to accommodate this request however our Vice President of the Revenue Cycle has agreed for him and to meet with *** *** to review his billing concerns.I have left *** *** a message for him to call me back to schedule this appointment,Please let us know if you have any further questionsOur office can be reached at ###-###-####option#**Thank you,Amy P.Manager, Business Office

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

March 9, 2016*** ***, I am writing in response to our patient's concern regarding services she paid for but was unable to receive via our Telehealth sessionUpon review with our Telehealth company it was confirmed that this patient did indeed intend to have a virtual session but due to technical
errors was unable to receive the service she paid forI was able to also confirm that there was a breakdown of communication within the Telehealth company that prevented a timely response to her request for a refund.Please note that the refund was expedited yesterday and a call was placed to *** *** to explain this to herAfter this phone call we believe the issue at hand has been resolved.I hope I was able to answer all the questions the patient had as well as provide resolutionIf I can be of further assistance regarding this matter, please feel free to contact me at (***) *** ***.Amy P.Manager Business Office

December 16, 2016*** ***, I am writing in response to our patient's concern regarding what she perceives as "double billing"*** *** was scheduled on 9/28/for a Nuclear Medicine Stress TestUpon this visit the patient had a headache and was unable to finish the study therefore returned
the following day to complete the study.I reviewed all charges on both accounts with our director of Imaging Services & Quality ManagementShe confirmed for me our billing was correctWe charged the initial visit a single stress study and a single resting study as the visit was incompleteHad the patient have been able to stay for the complete test we would have billed for a complete study with different CPT codesWhen the patient returned on the 29th we billed for the remainder of the test as well as the treadmill part of the stress testNothing was deemed as double billed as the patient did come in both days and we billed for the services rendered on each day.If I can be of further assistance regarding this matter, please feel free to contact me at ###-###-####.Sincerely,Amy PCustomer Service Manager

Patient owes the hospital *** for dates of service *** * ***Patient received statement and is scheduled to receive more before going to collectionsAccount for hospital is not in collectionsPatient should call *** to establish a payment plan.Patient has a
physician group balance of *** from dates of service *** * *** and is on a payment plan of a monthThis account is also not in collections. Patient balances are determined by the contract with the insurance policy that they havePatients who do not fully understand their benefits should reach out to the insurance carrier for clarification