Ms [redacted] , Thank you for discussing your concerns with me via phone today Your input will be used to guide our improvment efforts moving forward I am thankful we were able to reach a resolution Sincerely, Carilion Clinic Patient Advocacy
Dear Mr [redacted] , Carilion Clinic has received your feedback submitted to the Revdex.com regarding the coding of your bill from June 6, for your annual physical You stated that you have tried on three different occasions to resolve a coding issue with the bill you received to no avail While I was saddened to hear we had failed to meet your expectations, I am always thankful for feedback from our patients, which we use in our continuous improvement efforts Based on your feedback a thorough review of your concerns was conducted It shows that you did dispute your balance for the June 6, visit siting a coding error that left you owing a balance ($201.11) when your previous visit was covered at 100% Our billing department did receive your concerns and attempted to change the coding based on the documentation review, but the changes were not accepted after the fact and the bill remained Clearly there were some communication misgivings concerning the nature of your visit to your physician and how it was coded I wish to apologize for the inconvenience this has caused We strive to exceed our patients expectations at all times and unfortunately we failed on this occasion The balance you owe ($201.11) has been retrieved from collections and has been adjusted to reflect a $balance Please know we appreciate you Mr [redacted] , and want to keep you as a member of our Carilion Clinic family Sincerely, [redacted] Patient Advocate, Carilion Clinic
I have reviewed the response offer made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, [redacted] Thank you for this response, and for sending the letter confirming that the $balance has been adjusted However, just yesterday, I recieved a new EOB from [redacted] , stating that I owe $for two charges for the visit on 3/18/ Is this a new charge pending? I know that this date has been a target of many changes in billing, coding, retractions etc Please adviseThank you
I have reviewed the response made by the business in reference to complaint ID [redacted] 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, [redacted]
I have reviewed the response made by the business in reference to complaint ID [redacted] , 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, [redacted]
Ms [redacted] , I am very sorry to hear that you had concerns about your bill Our billing department has reached out to [redacted] to have this bill reprocessed for additional payment If you would like to discuss this in more detail please reach out to our Patient Advocacy department at [redacted] Thank you,Carilion Clinic Patient Advocacy
Our billing department manager was able to reach Ms [redacted] to discuss her concerns this morning The requested detailed bill has been sent to her today We appreciate Ms [redacted] bringing her concerns to our attention as they will be used in our continuous improvement efforts
Ms***,
Thank you for discussing your concerns with me via phone today. Your input will be used to guide our improvment efforts moving forward. I am thankful we were able to reach a resolution.
Sincerely,
Carilion Clinic Patient Advocacy
I have reviewed the response offer 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,
*** ***
Thank you for this response, and for sending the letter confirming that the $balance has been adjusted However, just yesterday, I recieved a new EOB from ***, stating that I owe $for two charges for the visit on 3/18/ Is this a new charge pending? I know that this date has been a target of many changes in billing, coding, retractions etc Please adviseThank you
I have reviewed the response offer 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 completed the coordination of benefits in a timely manner, and I have had no other issues with insurance companies when using any other health care system, only Carilion Additionally, I was told that Carilion would not contact my insurance company, and I was forced to do so many times to get this corrected This would have been solved in a timely manner had Carilion simply reached out to my insurance companies I know for a fact that almost all other hospital systems work with insurance companies, calling them, and I am unsure why Carilion is above this Additionally, I continually received wrong bills for a full amount with no discount applied for my primary insurance company when I was repeatedly told "the next bill you get will reflect the discount" I am really unsure of why this would happen, and was even told by a Carilion billing department employee that "what I insinuated the company was doing was illegal." Yet I still received bills well after the fact for the uncorrected amount
Regards,
*** ***
I have reviewed the response offer 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
The information you provided was not helpful in resolving my complaint. I will give you three very simple reasons as to why I am unsatisfiedYou failed to address the fact that I was continually billed for the full amount without the discount applied to my bill from my primary insurance company. You failed to explain why I was incorrectly billed by your department despite me having an explanation of benefits from both insurance companies that contradicted that Carilion stated my claims were deniedYou failed to address why I was incorrectly told that Carilion "could not" reach out to my insurance companies on my behalf despite the fact that I know billing departments hire employees specifically for this reason.Again, this could have been resolved in mere weeks instead of a year had Carilion reached out to my insurance companies
Regards,
*** ***
Dear Mr***,
Carilion Clinic has received your feedback submitted to the Revdex.com regarding the coding of your bill from June 6, for your annual physical. You stated that you have tried on three different occasions to resolve a coding issue with the bill you
received to no avail. While I was saddened to hear we had failed to meet your expectations, I am always thankful for feedback from our patients, which we use in our continuous improvement efforts.
Based on your feedback a thorough review of your concerns was conducted. It shows that you did dispute your balance for the June 6, visit siting a coding error that left you owing a balance ($201.11) when your previous visit was covered at 100%. Our billing department did receive your concerns and attempted to change the coding based on the documentation review, but the changes were not accepted after the fact and the bill remained.
Clearly there were some communication misgivings concerning the nature of your visit to your physician and how it was coded. I wish to apologize for the inconvenience this has caused. We strive to exceed our patients expectations at all times and unfortunately we failed on this occasion. The balance you owe ($201.11) has been retrieved from collections and has been adjusted to reflect a $balance. Please know we appreciate you Mr***, and want to keep you as a member of our Carilion Clinic family
Sincerely,
*** ***
Patient Advocate, Carilion Clinic
Thank you for contacting the Revdex.com about your recent Carilion Clinic billWhile we are always discouraged to hear that we have failed to meet patient or family expectations, we are appreciative of the fact that we have been given the opportunity to evaluate and understand the issues to see if
there are improvements necessary for the future to avoid such concerns
At the patient’s request, the account has been reviewed with the insurance several times to see why the claim in question hasn’t been paidOur research has shown a Coordination of Benefits (COB) update was necessary on several occasions. Our first contact on 9/2/indicates that insurance required a COB, and that the insurance company mailed one to the patient 6/24/and 7/9/with no responseAfter that conversation with the insurance company on 9/2/15, we mailed the patient a COB letterWe have had several other denials for the same reason on 9/29/15, 3/8/and 3/14/16.
Based on a call to our Billing Customer Service office on 5/3/16, we checked with the insurance againThey do show record that the patient updated his COB 6/8/but were unable to tell us why that information was not updated in order to have them reprocess the claim prior to 4/7/The balance has been corrected by posting the contractual adjustment
Our records indicate that the patient will receive a statement and a final notice prior to this account being transferred to collections and should contact our Billing Customer Service team at the information below to discuss payment options
We regret that this has been a frustrating experience for the patientIf we can assist you further, please contact us at ***, toll free at *** or by email @ *** We are available M- F 9a-6:00p.
Sincerely,
*** ***
Manager, Billing Customer Service
Mr***:
I am sorry that you continue to experience difficulty with this issueOur billing department staff have been working with a supervisor at ***After further review, it appears that *** and *** have both processed as secondaryThe supervisor at *** tracked information that was provided by you, indicating that *** is secondaryOn 09/02/the notes on account stated: “Received call back from pt, ask him to contact *** and give verbal COB information to have claim processedAccording to him the *** coverage ended.” You stated that you did not have *** coverage as it had terminatedAfter eligibility was checked, it was determined that you had active coverage until 06/01/
Per the *** supervisor, this is not a Carilion issueThe issue is between you and your insurance companyOur billing department shared that the home plan (***) states you need to contact them directly along with Revdex.com regarding their response if you feel that is necessary
I hope that this information is helpful to you in resolving this issue
Sincerely,
*** ***, RN, BSN, MBA, CPHRM
Director, Patient Advocacy
Tell us why here
Dear Ms***,
Thank you for sharing your concerns related to your hospital bills with us. While we were saddened to hear we had failed to meet your expectations, we were thankful for the opportunity to review our processes and look for improvement opportunities. I understand
you were able to speak with our billing manager today, and you have found resolution. Thank you again for your thoughtful feedback and for allowing us to address this with you.
Carilion Clinic
Patient Advocacy
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,
*** ***
Ms***, I am very sorry to hear that you had concerns about your bill. Our billing department has reached out to *** to have this bill reprocessed for additional payment. If you would like to discuss this in more detail please
reach out to our Patient Advocacy department at ***. Thank you,Carilion Clinic Patient Advocacy
Thank you Mr*** for sharing your billing concerns related to your March visit at Carilion Clinic Occupational Medicine. It is my understanding that you spoke with our billing department representative *** yesterday, 7/21/and your issue has since been resolved. I hope you will
accept our apology for your experience being anything but exceptional. We take all patient feedback very seriously and use it in our ongoing improvement initiatives.
Sincerely,
*** ***
Patient Advocacy
Carilion Clinic
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,
*** ***
Ms [redacted] , Thank you for discussing your concerns with me via phone today Your input will be used to guide our improvment efforts moving forward I am thankful we were able to reach a resolution Sincerely, Carilion Clinic Patient Advocacy
Dear Mr [redacted] , Carilion Clinic has received your feedback submitted to the Revdex.com regarding the coding of your bill from June 6, for your annual physical You stated that you have tried on three different occasions to resolve a coding issue with the bill you received to no avail While I was saddened to hear we had failed to meet your expectations, I am always thankful for feedback from our patients, which we use in our continuous improvement efforts Based on your feedback a thorough review of your concerns was conducted It shows that you did dispute your balance for the June 6, visit siting a coding error that left you owing a balance ($201.11) when your previous visit was covered at 100% Our billing department did receive your concerns and attempted to change the coding based on the documentation review, but the changes were not accepted after the fact and the bill remained Clearly there were some communication misgivings concerning the nature of your visit to your physician and how it was coded I wish to apologize for the inconvenience this has caused We strive to exceed our patients expectations at all times and unfortunately we failed on this occasion The balance you owe ($201.11) has been retrieved from collections and has been adjusted to reflect a $balance Please know we appreciate you Mr [redacted] , and want to keep you as a member of our Carilion Clinic family Sincerely, [redacted] Patient Advocate, Carilion Clinic
I have reviewed the response offer made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, [redacted] Thank you for this response, and for sending the letter confirming that the $balance has been adjusted However, just yesterday, I recieved a new EOB from [redacted] , stating that I owe $for two charges for the visit on 3/18/ Is this a new charge pending? I know that this date has been a target of many changes in billing, coding, retractions etc Please adviseThank you
I have reviewed the response made by the business in reference to complaint ID [redacted] 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, [redacted]
I have reviewed the response made by the business in reference to complaint ID [redacted] , 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, [redacted]
Ms [redacted] , I am very sorry to hear that you had concerns about your bill Our billing department has reached out to [redacted] to have this bill reprocessed for additional payment If you would like to discuss this in more detail please reach out to our Patient Advocacy department at [redacted] Thank you,Carilion Clinic Patient Advocacy
Our billing department manager was able to reach Ms [redacted] to discuss her concerns this morning The requested detailed bill has been sent to her today We appreciate Ms [redacted] bringing her concerns to our attention as they will be used in our continuous improvement efforts
Ms***,
Thank you for discussing your concerns with me via phone today. Your input will be used to guide our improvment efforts moving forward. I am thankful we were able to reach a resolution.
Sincerely,
Carilion Clinic Patient Advocacy
I have reviewed the response offer 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,
*** ***
Thank you for this response, and for sending the letter confirming that the $balance has been adjusted However, just yesterday, I recieved a new EOB from ***, stating that I owe $for two charges for the visit on 3/18/ Is this a new charge pending? I know that this date has been a target of many changes in billing, coding, retractions etc Please adviseThank you
I have reviewed the response offer 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 completed the coordination of benefits in a timely manner, and I have had no other issues with insurance companies when using any other health care system, only Carilion Additionally, I was told that Carilion would not contact my insurance company, and I was forced to do so many times to get this corrected This would have been solved in a timely manner had Carilion simply reached out to my insurance companies I know for a fact that almost all other hospital systems work with insurance companies, calling them, and I am unsure why Carilion is above this Additionally, I continually received wrong bills for a full amount with no discount applied for my primary insurance company when I was repeatedly told "the next bill you get will reflect the discount" I am really unsure of why this would happen, and was even told by a Carilion billing department employee that "what I insinuated the company was doing was illegal." Yet I still received bills well after the fact for the uncorrected amount
Regards,
*** ***
I have reviewed the response offer 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
The information you provided was not helpful in resolving my complaint. I will give you three very simple reasons as to why I am unsatisfiedYou failed to address the fact that I was continually billed for the full amount without the discount applied to my bill from my primary insurance company. You failed to explain why I was incorrectly billed by your department despite me having an explanation of benefits from both insurance companies that contradicted that Carilion stated my claims were deniedYou failed to address why I was incorrectly told that Carilion "could not" reach out to my insurance companies on my behalf despite the fact that I know billing departments hire employees specifically for this reason.Again, this could have been resolved in mere weeks instead of a year had Carilion reached out to my insurance companies
Regards,
*** ***
Dear Mr***,
Carilion Clinic has received your feedback submitted to the Revdex.com regarding the coding of your bill from June 6, for your annual physical. You stated that you have tried on three different occasions to resolve a coding issue with the bill you
received to no avail. While I was saddened to hear we had failed to meet your expectations, I am always thankful for feedback from our patients, which we use in our continuous improvement efforts.
Based on your feedback a thorough review of your concerns was conducted. It shows that you did dispute your balance for the June 6, visit siting a coding error that left you owing a balance ($201.11) when your previous visit was covered at 100%. Our billing department did receive your concerns and attempted to change the coding based on the documentation review, but the changes were not accepted after the fact and the bill remained.
Clearly there were some communication misgivings concerning the nature of your visit to your physician and how it was coded. I wish to apologize for the inconvenience this has caused. We strive to exceed our patients expectations at all times and unfortunately we failed on this occasion. The balance you owe ($201.11) has been retrieved from collections and has been adjusted to reflect a $balance. Please know we appreciate you Mr***, and want to keep you as a member of our Carilion Clinic family
Sincerely,
*** ***
Patient Advocate, Carilion Clinic
Ms***, We are showing a zero balance on our side as of today 9/11/ Thank you, Carilion ClinicPatient Advocacy
Thank you for contacting the Revdex.com about your recent Carilion Clinic billWhile we are always discouraged to hear that we have failed to meet patient or family expectations, we are appreciative of the fact that we have been given the opportunity to evaluate and understand the issues to see if
there are improvements necessary for the future to avoid such concerns
At the patient’s request, the account has been reviewed with the insurance several times to see why the claim in question hasn’t been paidOur research has shown a Coordination of Benefits (COB) update was necessary on several occasions. Our first contact on 9/2/indicates that insurance required a COB, and that the insurance company mailed one to the patient 6/24/and 7/9/with no responseAfter that conversation with the insurance company on 9/2/15, we mailed the patient a COB letterWe have had several other denials for the same reason on 9/29/15, 3/8/and 3/14/16.
Based on a call to our Billing Customer Service office on 5/3/16, we checked with the insurance againThey do show record that the patient updated his COB 6/8/but were unable to tell us why that information was not updated in order to have them reprocess the claim prior to 4/7/The balance has been corrected by posting the contractual adjustment
Our records indicate that the patient will receive a statement and a final notice prior to this account being transferred to collections and should contact our Billing Customer Service team at the information below to discuss payment options
We regret that this has been a frustrating experience for the patientIf we can assist you further, please contact us at ***, toll free at *** or by email @ *** We are available M- F 9a-6:00p.
Sincerely,
*** ***
Manager, Billing Customer Service
Mr***:
I am sorry that you continue to experience difficulty with this issueOur billing department staff have been working with a supervisor at ***After further review, it appears that *** and *** have both processed as secondaryThe supervisor at *** tracked information that was provided by you, indicating that *** is secondaryOn 09/02/the notes on account stated: “Received call back from pt, ask him to contact *** and give verbal COB information to have claim processedAccording to him the *** coverage ended.” You stated that you did not have *** coverage as it had terminatedAfter eligibility was checked, it was determined that you had active coverage until 06/01/
Per the *** supervisor, this is not a Carilion issueThe issue is between you and your insurance companyOur billing department shared that the home plan (***) states you need to contact them directly along with Revdex.com regarding their response if you feel that is necessary
I hope that this information is helpful to you in resolving this issue
Sincerely,
*** ***, RN, BSN, MBA, CPHRM
Director, Patient Advocacy
Tell us why here
Dear Ms***,
Thank you for sharing your concerns related to your hospital bills with us. While we were saddened to hear we had failed to meet your expectations, we were thankful for the opportunity to review our processes and look for improvement opportunities. I understand
you were able to speak with our billing manager today, and you have found resolution. Thank you again for your thoughtful feedback and for allowing us to address this with you.
Carilion Clinic
Patient Advocacy
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,
*** ***
Ms***, I am very sorry to hear that you had concerns about your bill. Our billing department has reached out to *** to have this bill reprocessed for additional payment. If you would like to discuss this in more detail please
reach out to our Patient Advocacy department at ***. Thank you,Carilion Clinic Patient Advocacy
Thank you Mr*** for sharing your billing concerns related to your March visit at Carilion Clinic Occupational Medicine. It is my understanding that you spoke with our billing department representative *** yesterday, 7/21/and your issue has since been resolved. I hope you will
accept our apology for your experience being anything but exceptional. We take all patient feedback very seriously and use it in our ongoing improvement initiatives.
Sincerely,
*** ***
Patient Advocacy
Carilion Clinic
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,
*** ***