STA Travel Bureau

The patient and complainant Colleen [redacted] has no record in our system, was not seen by an Aurora physician and was not billed or placed with a collection agency from AuroraAll of her activity was facilitated by Baycare Clinic which is a separate system from Aurora Health CareThis complaint would need to be directed to Baycare for a response

Please see attached

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***

Dear Mrs. [redacted],   This letter is regarding the complaint you submitted to the Revdex.com on 5/9/16.  I would like to apologize that you interpreted BayCare Clinic’s payment resolution processes as hounding and for the inconvenience this may have caused. At BayCare Clinic, patient satisfaction...

is something that we take very seriously and would never compromise under any circumstance.  As a healthcare entity, BayCare is required to follow certain regulations in regards to whom we can communicate with about patients care and accounts.  After review of your account, it appears there may be been some frustration on your part because of these procedural regulations.  Also, there appears to have been a miscommunication regarding the payment plan you had established on your account.  Please accept our apology.  Our records indicate this was rectified with your call to Customer Service on 05/18/16. Be assured that we value you as a patient.  Please feel free to call me if there is anything further explanation I can provide. Best Regards, [redacted]
Patient Accounts Manager BayCare Health SystemsRevdex.com Serving Wisconsin10019 W Greenfield AveMilwaukee WI  53214 Re:  Case [redacted]Dear Ms. [redacted], This letter is in response to the complaint filed by [redacted] in regards to BayCare Clinic’s Collection Practices.  Outlined below are the conversations that have taken place with both [redacted] and her husband ([redacted]).  In addition, the letter that was sent to Mr. [redacted] is attached.    The patient has not sustained any financial hardship from our practices nor in any of the conversations with the [redacted] have they conveyed this level of dissatisfaction with BayCare Clinic.  Patient care is a high priority for BayCare and we make every effort to address a patient’s concern.  However, we do make attempts to resolve unpaid balances in a professional manner.  In the complaint, Mrs. [redacted] states our practices involve “hounding” patients.  As you will note below, BayCare sent one letter to the [redacted] and all phones calls were initiated by the [redacted]. Contact History:·         08/03/15 – Account balance $8490.48 – [redacted] (wife) called to set up a temporary payment plan for August, September, October for $100 per month to be paid by the 15th of the month.  [redacted] said she will do bank payments to us. [redacted] spoke with [redacted]s/PFSR.·         10/12/15 – Account balance $1245.39 – [redacted] (wife) called and agreed to start a new payment plan to start November 2015.  October payment of $100 was already mailed out for $100.  New payment plan to start November 2015 and payment of $105 to be paid by the 15th of the month. [redacted] spoke with [redacted]s/PFSR (Patient Financial Services Representative). ·         05/04/16 – [redacted]/PFSR reviewed the account while working in an EPIC Account WQ, [redacted] has noted that the temporary payment plan ended in October of 2015 and patient is still sending the $105 a month.  [redacted] sent an internal ICL (Increase Collection Letter) letter to see if we can get this balance resolved.  [redacted] documented the account to indicate that if patient does not respond to the ICL letter that we will continue to just watch for monthly payments.o   ICL Letter – Copy of letter attached ·         05/09/16 – [redacted]/PFSR received a phone call from [redacted] (wife), NPP (Notice of Privacy Practice) form is out of date.  [redacted] will have husband, [redacted] call back later this afternoon.·         05/09/16 – [redacted]s/PFSR received a phone call from [redacted], explained that wife was not on privacy and would need a new form completed.  [redacted] mailed out a privacy form to the patient to have him completed and mail back.  [redacted] explained that we are looking to resolve balance in 3 payments of $171, [redacted] didn’t think they would be able to do that and asked to only pay $25, [redacted] explained that we cannot do that because services are from 2015, minimum payment per month would be $100 a month to pay in 5 months.  [redacted] will have his wife call, [redacted] explained that we cannot speak to her until privacy is signed. ·         05/09/16 – [redacted] received call from [redacted] and she wanted a date they have to call back by and [redacted] told her 05/20/16.·         05/13/16 -  NPP form received and account was updated by [redacted]/Customer Service.·         05/18/16 – [redacted] LaPlant/PFSR received a phone call from [redacted] stating there was an agreed upon payment plan starting November 15, 2015 for 12 months for $105 a month.  [redacted] apologized to [redacted] and she does see that underneath the account, [redacted] explained that she will reset up the payment plan and that she can disregard the letter that she received. ·         05/18/16 – Payment plan set up on the account.  BayCare’s collection staff made efforts to work with [redacted] to set up a payment plan that worked for their financial situation even though the plan set up was outside our normal standard practices.  I do not believe our collection policies are extreme and we did work with the patient so they didn’t encounter a financial hardship.  As a business, we do have to work towards resolving outstanding balances and the above notes show we do not take extreme measures to resolve balances. Sincerely,[redacted]Patient Accounts ManagerBayCare Health Systems

The patient and complainant Colleen [redacted] has no record in our system, was not seen by an Aurora physician and was not billed or placed with a collection agency from Aurora. All of her activity was facilitated by Baycare Clinic which is a separate system from Aurora Health Care. This complaint...

would need to be directed to Baycare for a response.

Please see attached.