The Ohio State University Wexner Medical Center

I asked to talk to a technician because my wife had received 2 different set of instructions to prepare for a liver scan. I asked to talk to a technician to be certain of the proper instructions. Saying that technicians never talk to patients so I was forced to take medical advice from an unqualified person who answers the phone.I know youregoing to say she has training to answer questions. O felt about concerns where of no importance. Think I would have got a better response from a different hospital.

[redacted] I am completely happy with the resolution with my complaintI appreciateyour quick responses to my complaintThanks

Thank you for forwarding the Wexter Medical Center letter to me[redacted] As you can see, Weders February 16,16, letter was non responsive to the January1,complaint or settlement remedy.*The below letter states, A manager at OSU has responded via letter to the patient[redacted] As for a December 1,15, response fiom a Wexter manager, no contact name orposition appears on any correspondence.And nor does any answers appear to my inquiries.I have no knowledge who wrote the Wexters lettersAs you can see without a name onthe letter, to wit It could have been written by a manager, a janitor, or a lunch lady.I know of no discussion of this matter with a managerThat is why a accurate writtenrecord of communication is essential.*And, thus, all correspondence RE: complaint ID [redacted] against Wexner MedicalCenter, is to be in writing[redacted] Revdex.com, In order to ascertain a full and comprehensive response to my January 1,2016complaint, you have my unfettered permission to find a Wexter associate that is literarilycompetent and is in a decision making capacity.Sincerely, [redacted] ***

Hello, I feel as though maybe the previous answers were not explained as well as they could have been For hospital services there will be a fee for the actual service given through the hospital as well as a professional fee In this case you reference facility fees which again I don't feel explains the nature of the charge The hospital portion of the bill is for the actual injection given and the xray done The one professional bill you received was for the reading of that xray Our Patient Billing Customer Service department offers price estimates to patients requesting them Should you wish to reach us or discuss the billing any further please contact our office at ###-###-####Sincerely, Patient Billing Customer Service

I would be happy to send copies of the paper applications we have on file but these are applications that were for hospital charges only I have a copy of your 5/25/application along with the approval letter we mailed I will mail this copy and in the letter it states "this approval is for this hospital account only Physician billing is handled through separate billing agencies." In addition I will mail your application and approval letter for hospital services on 3/2/ For both of these applications and approvals the hospital and physician's billing offices were separate with separate financial policies The hospital has an HCAP (Hospital Care Assurance Program) program and a charity program The Physicians billing office had a separate charity program For both of the above mentioned services you were approved for 100% charity through the hospital (not HCAP) In July our hospital and physician patient billing customer service team's combined in order to provide one statement to our patients and one phone number to call for questions Starting July 1, through today the hospital still accepts paper applications for HCAP on hospital charges only If a patient is not eligible for HCAP then we will use one financial assistance program for both hospital and physician charges This is the financial assistance policy I supplied previously and uses an automated program to determine eligibility There is no paper application for this program I can also mail you a copy of our financial policy where it states for financial aid a check of your credit status may be run to determine eligibility I will put all items in the mail today so they should arrive to you shortly Thank you, [redacted]

Thanks for the response I am not sure which one of the items to pick since there is nowhere to write a comment I thought this issue was over in July when I talked them [redacted] , and then they billed me again in August So if it is truly over fine, but I would need to see if I get billed again in September So their statement is not true I have not talked to them since I filed the complaint

Thank you for your considerationPlease be advised that I am not familiar with a lot of the below jargonHence, I do not understand much of the textI made a ismple request for a copy of whatever application that I filled out to receive financial aidThe copy will sufficeI mention this because I am not sure what I will be receivingAnd before this case I closed, I want to be sure that I have received what I asked forThank youSincerely, [redacted] ***

Dear Mr [redacted] I apologize for the time and steps you had to take to receive assistance with your refund request I do currently show the refund was processed in our system on 8/5/for the amount of $ You should be receiving your refund soon I reviewed the account and I found as you said the insurance reprocessed the claim We received and posted their updated payment on 6/23/at which time a credit balance would have been due back to you Our refund process typically takes 2-weeks so again I apologize that it took longer for your refund to be processed If you have any other concerns or questions please feel free to contact us directly at ###-###-####Sincerely, Erica E [redacted] M

Good Afternoon, It is my understanding that this dispute has been addressed A manager at OSU has responded via letter to the patient and the issues have been discussed If she still has questions she is always welcome to contact our office at ###-###-####Thank you!

I would be happy to send copies of the paper applications we have on file but these are applications that were for hospital charges only I have a copy of your 5/25/application along with the approval letter we mailed I will mail this copy and in the letter it states "this approval is for this hospital account only Physician billing is handled through separate billing agencies." In addition I will mail your application and approval letter for hospital services on 3/2/ For both of these applications and approvals the hospital and physician's billing offices were separate with separate financial policies The hospital has an HCAP (Hospital Care Assurance Program) program and a charity program The Physicians billing office had a separate charity program For both of the above mentioned services you were approved for 100% charity through the hospital (not HCAP)In July our hospital and physician patient billing customer service team's combined in order to provide one statement to our patients and one phone number to call for questions Starting July 1, through today the hospital still accepts paper applications for HCAP on hospital charges only If a patient is not eligible for HCAP then we will use one financial assistance program for both hospital and physician charges This is the financial assistance policy I supplied previously and uses an automated program to determine eligibility There is no paper application for this program I can also mail you a copy of our financial policy where it states for financial aid a check of your credit status may be run to determine eligibility I will put all items in the mail today so they should arrive to you shortly Thank you, [redacted]

I was told prior to them receiving the offset from my taxes that it would be repaid once they received itDue to my financial aide was approved prior to them receiving the tax offset and my aide covered any outstanding bills I hadAnd I have a zero balance due to my deductibles being met with my insurance company since September and I do not pay anything cause I met my share with co insurance costs as of that dateMy facial year is July 1, thru June with my insurance coverageAnd forermore, this account has been turned over to collections outside the hospital and I am still being billed by them also for these services which I do not oweI want my refund as I was told in my initial conversation back in February
Regards, *** ***

This email is to update you on recent events concerning my complaint against the Wexner Medical Center BillingI recently got help working with the Director at *** Hospital to get Wexner Medical Center Billing to take a look at the erroneous claim and they finally saw the problem and agreed to
reprocess the claimSo hopefully the claim will be processed correctly using the correct patient codingIt still should be noted that it took Wexner Medical Center nearly a year to reexamine the problem and note their mistake--poor customer service, especially since I am not the one coding the claims in the first place.It still should be noted that Wexner Medical Center has poor accounting processesI am continued to be billed for claims that were paid at the time of serviceThis is because they take their payments and apply them to older outstanding medical claims that were apart of a payment planSo it is hard for customers to see how money is applied to their accountsI will be sending you documentation of this shortly.Thank you again for all your help in this matter.Sincerely,

Hello, We have reviewed the complaint and agreed to waive the copay due. In addition the account has been pulled from the collection status. We will contact the patient to inform of the adjustment. Please let me know if there are any further questions or concerns.Thank you, Erica
E*** *** *** *** ***

Good morning,Ms*** was deemed not eligible for hospital assistance for her hospital balance outstanding from 7/22/in the amount of The assistance that she was approved for was for physician balancesAll physician balances are at a zero balance currentlyEven if the patient would
have been approved for hospital financial assistance it was too late at this pointShe didn't apply for assistance until February The tax offset, at that point, was already completed and processedPer policy, we do not refund any monies paid prior to financial assistance approvalsWe have attempted to explain this to the patient on multiple occasionsUnfortunately, we cannot refund her the tax offset from the collection account that went unpaid.Thanks,Beth P***

Dear Mr*** I apologize for the time and steps you had to take to receive assistance with your refund request. I do currently show the refund was processed in our system on 8/5/for the amount of $306.12. You should be receiving your refund soon. I reviewed the account
and I found as you said the insurance reprocessed the claim. We received and posted their updated payment on 6/23/at which time a credit balance would have been due back to you. Our refund process typically takes 2-weeks so again I apologize that it took longer for your refund to be processed. If you have any other concerns or questions please feel free to contact us directly at ###-###-####. Sincerely,Erica E*** M

Hello, I did talk with this patient again today and we agreed to a one time courtesy adjustment of the balances he was disputing Can this record be updated? He stated satisfaction with the outcome
Thank you for your time,
Erica Esposito Manager, Patient Billing Customer Service Wexner Medical Center at The Ohio State University Ackerman Rd, 3rd floor PO Box Columbus, OH 43218-Phone: 614-293-Email: [email protected]

Thank you for your consideration.Please be advised that I am not familiar with a lot of the below jargonHence, I do not understand much of the textI made a ismple request for a copy of whatever application that I filled out to receive financial aid.The copy will suffice.I mention this because I am not sure what I will be receivingAnd before this case I closed, I want to be sure that I have received what I asked for.Thank you.Sincerely,
** *** ***

Hello, I did talk with this patient again today and we agreed to a one time courtesy adjustment of the balances he was disputing Can this record be updated? He stated satisfaction with the outcomeThank you for your time, Erica Esposito Manager, Patient Billing Customer Service Wexner Medical Center at The Ohio State University Ackerman Rd, 3rd floor PO Box Columbus, OH 43218-Phone: 614-293-Email: [email protected]

Thanks for the response.  I am not sure which one of the items to pick since there is nowhere to write a comment.  I thought this issue was over in...

July when I talked them [redacted], and then they billed me again in August.  So if it is truly over fine, but I would need to see if I get billed again in September.  So their statement is not true.  I have not talked to them since I filed the complaint.

Hello,I spoke with the patient's mother today and believe we resolved the issue.  There was a charge made in error which has been corrected and payments applied correctly.  The account has been closed for any past due collection activity and a new billing statement will be mailed.  It...

is my understanding that this case is resolved and patient is satisfied. Thank you,[redacted]