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Initial Business Response / [redacted] (1000, 8, 2015/08/28) */ We are in receipt of your letter of complaint for [redacted] We have researched the patient's complaint and outline the timeline as follows: $posted on 4/6/for patient [redacted] physician account [redacted] for date of service of 3/16/ $posted on 6/17/for patient [redacted] physician account [redacted] for date of service of 5/15/ $posted on 6/17/for patient [redacted] physician account [redacted] for date of service of 5/19/ $posted on 6/17/for patient [redacted] physician account [redacted] for date of service of 4/29/ We identified a credit of -under physician billing which the patient overpaidWe have moved the credit of -$from physician billing to the patient's outstanding hospital balance of 8/21/the patient's current balance hospital balance is $ If further information is needed please do not hesitate to contact me Initial Consumer Rebuttal / [redacted] (3000, 10, 2015/09/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) The amounts and how they are applied does not make senseThose are not the account numbers I paid the money towards so their response does not make sense Final Consumer Response / [redacted] (4200, 16, 2015/09/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) Per the instructions, responses are publicly posted on the Revdex.com website and should not include personally indentifiable informationI am not including account numbers or namesPlease do not post the company's response letter with PHI in itThe company can call me directly for specific information regarding names and account numbers Payment of $was made 4/5/to physician account for date of service 3/16/This amount was doubled charged so should have been a duplicate post to that same account for $ Payment of $was made on 6/16/to physician account for date of service 4/29/This amount was doubled charged so should have been a duplicate post to that same account for $ Payment of $was made on 6/16/physician account for date of service 5/15/The amount was double charged so should have been a duplicate post to that same account for $ Total of all three duplicate charges is $The response provided does not match this informationThe credit amount of $is not accurateThe difference of $needs refunded by check or applied to remaining balance of the hospital account Final Business Response / [redacted] (4030, 19, 2015/09/23) */ Dear [redacted] ***: We are writing you today from the Franciscan Alliance Business Office to acknowledge receipt of your concernThank you for bringing your concern to our attention After further review of your account, it has been determined that the original amount of $was an incorrect amount per our financial documentsWe are showing there were over payments of $43,and $for a total of $This was transferred to the hospital accounts and applied to the balance for 08/21/At this time your account does not reflect a refund dueAU hospital and physician accounts currently have as zero balance as of this letter, I apologize for any inconvenience this may have caused and the amount of time it has taken for a resolution, Please feel free to contact us at with any questions you may have Sincerely, Kortnee Franciscan Alliance Business Office

Initial Business Response / [redacted] (1000, 19, 2017/07/28) */ July 27, Revdex.com of Northern Indiana Parnell Avenue Fort Wayne, Indiana XXXXX Tel: (XXX) XXXXXXX, Fax: (XXX) XXX-XXXX Attn: [redacted] RE: Case XXXXXXXX Consumer: [redacted] Dear Ms [redacted] We are in receipt of the above case regarding patient [redacted] for date of service 6/30/Ms [redacted] believes there was an error in billing and that billing her the balance of [redacted] ten mouths later is wrongWe have thoroughly investigated the account After thorough review of the account, patient's explanation of benefits (EOB), and calls to patient's insurance, we billed her services correctly and within filing limit per our contract with Blue Cross and Blue Shield (CBS) The office visit was entered in our billing system days after the injection was enteredMs [redacted] paid her [redacted] co-pay at time of serviceThrough our follow up workflow to get the office visit paid correctly, our coding department submitted a corrected claim on 4/17/As a result of BCBS processing the 1" claim, they reimbursed Ms [redacted] because no office visit was submitted on the 1" claimWhen the corrected claim was paid by BCBS, they deducted the [redacted] paid to Ms [redacted] on 7/8/from our payment received on 5/15/ Our billing department called BCBS on 5/24/(ref#X-XXXXXXXXXX) and our cash department called BCBS On 5/25/(ref#X-XXXXXXXXXX)Both times BCBS confirmed Ms [redacted] was sent a [redacted] check with check # XXXXXXXX and Mrs [redacted] cashed the [redacted] check on 7/26/16, Ms, [redacted] denies cashing the checkFranciscan Alliance received the insurance payment for the corrected claim, less [redacted] on 5/15/and billed Ms [redacted] for the [redacted] balance that was paid to her by BOBSI have included the electronic remit we received from BCBS telling us that they paid the patient [redacted] I also included the remark code explanation printed from BCS website, In summary, patient paid us [redacted] at time of service, then the insurance paid the patient [redacted] for services rendered rather than paying Franciscan AllianceThis is the reason we were billing the patient However, as a patient satisfier, WE have decided to adjust the [redacted] balanceThe patient balance for date Of service 6/30/is zero Thank you for your patience with our responseIf you need any further assistance, please do not hesitate to contact me at the number below Initial Consumer Rebuttal / [redacted] (3000, 22, 2017/08/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am appreciative that Franciscan has cleared my account of [redacted] dueBut I denied the [redacted] payment to me due to the fact that- 1)I didn't remember they did sorry it was last year I had to call the Drsoffice to see what the injection was forSo BCBS on several occasions even one with Franciscan supervisor on 3way call was told they HAD NO RECORD OF CHECK SENT TO MESo until I was cleaning out my husbands medical records I found the EOB misplaced and I immediately attached it to this complaint2)Three different times I was quoted that on this same bill amounts of [redacted] due then [redacted] due then [redacted] dueWhat do I believe? My copay is [redacted] per visit3) I continually asked why this bill was resubmitted almost a year later and not soonerThe answer I always got was the first time it was billed as injection only where as not an office visit so that was never answeredI would not be contacting Revdex.com as my last resort if I had done something wrongI was not Hiding anything I had to go by what my insurance company told me and what Franciscan told meAs for the shortage that should be handled between BCBSIL and FranciscanFranciscan never refunded my copay back to meI am glad this is over but I only hope I don't have issues with them anymore Final Consumer Response / [redacted] (2000, 23, 2017/08/01) */

Initial Business Response / [redacted] (1000, 20, 2016/05/04) */ [redacted] I have attached a Revdex.com complaint that was received for patient [redacted] Although Ms [redacted] has stated in her letter that she has reached out to "Hammond clinic" on numerous occasions, we cannot rule out Epic systemMs [redacted] does have open self pay accts in Epic: Acct XXXXXXXX XXXXXXXX XXXXXXXX Two of these three accts are with outsource Early out and are receiving callsI have used acct activity on these accts Please check in Hammond clinic system and in Epic to make sure that we are fully resolving this issue Thanks [redacted] Initial Consumer Rebuttal / [redacted] (2000, 22, 2016/05/05) */ Thanks so much for your help,However this case was not close in a timely fashion I had to continue calling until I finally got the director kelly that with in a day resolved the issueI received a call from her on [redacted] 4th stating pahment was applied to wrong account by chase.that has been corrected and applied to correct accountMy account is currently at zero

Initial Business Response / [redacted] (1000, 5, 2016/09/20) */ ***: Attached please find our letter of response Please contact me direct if you have any questions [redacted] Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/09/21) */ (The consumer indicated he/she ACCEPTED the response from the business.) I have not yet received a written response from Franciscan regarding this issue, but I did receive a phone call from Ms [redacted] saying that they would set my account balance to zero for this billMs [redacted] also apologized that Franciscan did not resolve the issue on the previous occasions when I provided them with the cancelled check showing proof of paymentThank you to the Revdex.com for your assistance as my previous attempts to resolve this issue with Franciscan got nowhere until I escalated it and filed the complaint

Initial Business Response /* (1000, 18, 2017/07/05) */
January 24,
Revdex.com of Northern Indiana Attn: *** ***
Parnell Avenue
Fort Wayne, Indiana
RE: Case #XXXXXXXX Consumer: *** ***
Dear Ms: ***
We are inreceipt of the above case regarding
patient *** ***, The patient states that the lab service for 12/16/were related to wellness and he does not owe
Today we called the ordering physician's office, Dr*** *** and spoke to *** advised that the labs ordered were not part of the patient's annual wellnessWe were advised the patient was seen for medical reasons: Therefore, We cannot rebill the services to the patient's insuraiieer with a diagnosis of wellnessWe have billed Medicare with the exact diagnosis codes that Mr*** physician had on the order
There are labs charges totaling ***
Total Charges: ***
Medicare Paid: $ ***
Medicare Adjustment ***
Patient balance: $ ***
Please advise if you need anythingfurtherSincerely,
*** ***
Director, Revenue Cycle Patient Service Excellence
Franciscan Alliance
Coordinated Business Off
(XXX) XXX-XXXX
Initial Consumer Rebuttal /* (3000, 20, 2017/07/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My SOLE purpose of this Office Visit was to obtain my WELLNESS ANNUAL PHYSICAL!!!

Initial Business Response /* (1000, 4, 2015/11/12) */
We are in receipt of your letter of complaint for *** ***
Our records indicate that at the time of service in the patient offered her address as ***, however registration entered the patient's previous address of
***As a result, the patient did not receive billing statements for account *** for the amount that was owed after insurance processed and paid so the balance of $rolled to collections on 9/4/
On 3/9/the patient called to advise she has not lived on *** for yearsWe removed account *** from collections and updated the patient's addressOn 5/13/we issued the enclosed letter to the patient dated 5/13/acknowledging that the account was removed from collections
Statements were issued to *** on the following dates:
6/21/7/21/8/20/9/20/
Account Total Charges Ins Paid Ins Adj Balance
$ 2,$ $ 1,$
$ 2,$ $ 1,$
Total $ 4,$ $ 2,$
Balance: $
7/01/Patient Paid: $7/28/Patient Paid: $10/2/Patient Paid: $ Current Balance: $
Due to our error at registration, Ms.***’s accounts were placed with bad debtWe acknowledged our error and recalled these accounts from bad debt back in May New statements were sent to patientAlthough some payments were made on these accounts, Ms*** did not set the accounts up on a payment plan arrangementAlso, there were no payments from 7/28/15-10/2/As a result of no payment between this timeframe, these accounts qualified for bad debt again
These accounts will remain in bad debt with *** can be reached @ ###-###-####
If further information is needed, please do not hesitate to contact Deb ***, our Customer Service Supervisor at (219) 554-
Sincerely,
Michael ***
Director Coordinated Business Office Franciscan Alliance Inc
Enclosures

Initial Business Response /* (1000, 10, 2017/11/09) */
We are in receipt of the above case regarding patient *** *** ***
We have reviewed the account and determined that the patient was on a monthly payment plan of $for monthsThe patient fell behind in her payments: she paid
$on 7/27/17, skipped August 2017, then paid only $on 9/18/We sent the patient monthly statements reflecting the minimum due to catch was $On 8/31/a delinquent letter was also issued to the patient advising $was past dueThe accounts all went to bad debt on 9/20/because the patient defaulted on her payment plan
We reviewed the call where the patient indicated that the collection representative was rudeWe have addressed this with *** who sent the representative for additional trainingAs a courtesy, we have recalled the patients accounts from collections and reset the payment plan for $a monthIt is the patient's responsibility to make the minimum payment due every daysIf the patient does not make the minimum payment, the next statement will reflect a double payment is dueIf patient does not pay for days, the payment will be in default and the accounts will go back to collections
Please advise if you need anything further
*** ***

Initial Business Response /* (1000, 5, 2015/12/08) */
We are in receipt of your letter of complaint regarding [redacted].
Mr. [redacted]was treated in our office on 4/23/13. The insurance was billed $81.00 The insurance paid $52.84 and the remaining balance of $28.16 should have been
posted as a...

contractual adjustment at the time that that payment was received.
In error, this contractual adjustment was not posted. We recently went through a change in our billing system. When this particular account was moved to the new system, a bill was released to Mr. [redacted] in error.
We are addressing this account issue with the management team for the customer
service department. As soon as Mr. [redacted]contacted the customer service department, this account issue should have been identified and corrected immediately.
On 12/2/15 the contractual adjustment of $28.16 was posted, bringing the balance to zero on this account.
This account was recalled from the bad debt agency. I have enclosed a letter from Harris & Harris confirming that this account has been closed and there have been no negative reporting to the credit bureaus as a result of this incident.
We apologize for any inconvenience or frustration this has created.
If we can be of any further assistance, please do not hesitate to contact the Customer Service Supervisor, Deb @ [redacted].
Sincerely,
[redacted]

Initial Business Response /* (1000, 20, 2016/05/04) */
[redacted]
I have attached a Revdex.com complaint that was received for patient [redacted]. Although Ms. [redacted] has stated in her letter that she has reached out to "Hammond clinic" on numerous occasions, we cannot rule out Epic system. Ms. [redacted]...

does have open self pay accts in Epic:
Acct
XXXXXXXX
XXXXXXXX
XXXXXXXX
Two of these three accts are with outsource Early out and are receiving calls. I have used acct activity 102 on these accts.
Please check in Hammond clinic system and in Epic to make sure that we are fully resolving this issue.
Thanks
[redacted]
Initial Consumer Rebuttal /* (2000, 22, 2016/05/05) */
Thanks so much for your help,However this case was not close in a timely fashion I had to continue calling until I finally got the director kelly that with in a day resolved the issue. I received a call from her on [redacted] 4th stating pahment was applied to wrong account by chase.that has been corrected and applied to correct account. My account is currently at zero.

Initial Business Response /* (1000, 19, 2017/07/28) */
July 27, 2017
Revdex.com of Northern Indiana
4011 Parnell Avenue
Fort Wayne, Indiana XXXXX
Tel: (XXX) XXXXXXX, Fax: (XXX) XXX-XXXX Attn: [redacted]
RE: Case XXXXXXXX Consumer: [redacted]
Dear Ms. [redacted]
We are in...

receipt of the above case regarding patient [redacted] for date of service 6/30/16. Ms. [redacted] believes there was an error in billing and that billing her the balance of [redacted] ten mouths later is wrong. We have thoroughly investigated the account.
After thorough review of the account, patient's explanation of benefits (EOB), and calls to patient's insurance, we billed her services correctly and within filing limit per our contract with Blue Cross and Blue Shield (CBS).
The office visit was entered in our billing system 41 days after the injection was entered. Ms. [redacted] paid her [redacted] co-pay at time of service. Through our normal follow up workflow to get the office visit paid correctly, our coding department submitted a corrected claim on 4/17/17. As a result of BCBS processing the 1" claim, they reimbursed Ms. [redacted] because no office visit was submitted on the 1" claim. When the corrected claim was paid by BCBS, they deducted the [redacted] paid to Ms. [redacted] on 7/8/16 from our payment received on 5/15/17.
Our billing department called BCBS on 5/24/17 (ref#X-XXXXXXXXXX) and our cash department called BCBS On 5/25/17 (ref#X-XXXXXXXXXX). Both times BCBS confirmed Ms. [redacted] was sent a [redacted] check with check # XXXXXXXX and Mrs. [redacted] cashed the [redacted] check on 7/26/16, Ms, [redacted] denies cashing the check. Franciscan Alliance received the insurance payment for the corrected claim, less [redacted] on 5/15/17 and billed Ms. [redacted] for the [redacted] balance that was paid to her by BOBS. I have included the electronic remit we received from BCBS telling us that they paid the patient [redacted] I also included the remark code explanation printed from BCS website,
In summary, patient paid us [redacted] at time of service, then the insurance paid the patient [redacted] for services rendered rather than paying Franciscan Alliance. This is the reason we were billing the patient.
However, as a patient satisfier, WE have decided to adjust the [redacted] balance. The patient balance for date Of service 6/30/16 is zero.
Thank you for your patience with our response. If you need any further assistance, please do not hesitate to contact me at the number below.
Initial Consumer Rebuttal /* (3000, 22, 2017/08/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am appreciative that Franciscan has cleared my account of [redacted] due. But I denied the [redacted] payment to me due to the fact that- 1)I didn't remember they did sorry it was last year I had to call the Drs. office to see what the injection was for. So BCBS on several occasions even one with Franciscan supervisor on 3way call was told they HAD NO RECORD OF CHECK SENT TO ME. So until I was cleaning out my husbands medical records I found the EOB misplaced and I immediately attached it to this complaint. 2)Three different times I was quoted that on this same bill amounts of [redacted] due then [redacted] due then [redacted] due. What do I believe? My copay is [redacted] per visit. 3) I continually asked why this bill was resubmitted almost a year later and not sooner. The answer I always got was the first time it was billed as injection only where as not an office visit so that was never answered. I would not be contacting Revdex.com as my last resort if I had done something wrong. I was not Hiding anything I had to go by what my insurance company told me and what Franciscan told me. As for the shortage that should be handled between BCBSIL and Franciscan. Franciscan never refunded my copay back to me. I am glad this is over but I only hope I don't have issues with them anymore.
Final Consumer Response /* (2000, 23, 2017/08/01) */

Initial Business Response /* (1000, 8, 2015/08/28) */
We are in receipt of your letter of complaint for [redacted].
We have researched the patient's complaint and outline the timeline as follows:
$43 posted on 4/6/15 for patient [redacted] physician account [redacted] for date of service of...

3/16/15.
$14.35 posted on 6/17/15 for patient [redacted] physician account [redacted] for date of service of 5/15/15.
$14.35 posted on 6/17/15 for patient [redacted] physician account [redacted] for date of service of 5/19/15.
$12.20 posted on 6/17/15 for patient [redacted] physician account [redacted] for date of service of 4/29/15.
We identified a credit of -58.42 under physician billing which the patient overpaid. We have moved the credit of -$58.42 from physician billing to the patient's outstanding hospital balance of 8/21/15. the patient's current balance hospital balance is $63.59.
If further information is needed please do not hesitate to contact me.
Initial Consumer Rebuttal /* (3000, 10, 2015/09/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The amounts and how they are applied does not make sense. Those are not the account numbers I paid the money towards so their response does not make sense.
Final Consumer Response /* (4200, 16, 2015/09/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Per the instructions, responses are publicly posted on the Revdex.com website and should not include personally indentifiable information. I am not including account numbers or names. Please do not post the company's response letter with PHI in it. The company can call me directly for specific information regarding names and account numbers.
Payment of $43.00 was made 4/5/15 to physician account for date of service 3/16/15. This amount was doubled charged so should have been a duplicate post to that same account for $43.
Payment of $12.20 was made on 6/16/15 to physician account for date of service 4/29/15. This amount was doubled charged so should have been a duplicate post to that same account for $12.20.
Payment of $14.35 was made on 6/16/15 physician account for date of service 5/15/15. The amount was double charged so should have been a duplicate post to that same account for $14.35.
Total of all three duplicate charges is $69.55. The response provided does not match this information. The credit amount of $58.42 is not accurate. The difference of $11.13 needs refunded by check or applied to remaining balance of the hospital account.
Final Business Response /* (4030, 19, 2015/09/23) */
Dear [redacted]:
We are writing you today from the Franciscan Alliance Business Office to acknowledge receipt of your concern. Thank you for bringing your concern to our attention.
After further review of your account, it has been determined that the original amount of $58.42 was an incorrect amount per our financial documents. We are showing there were over payments of $43,00 and $12.20 for a total of $55.20. This was transferred to the hospital accounts and applied to the balance for 08/21/15. At this time your account does not reflect a refund due. AU hospital and physician accounts currently have as zero balance as of this letter, I apologize for any inconvenience this may have caused and the amount of time it has taken for a resolution,
Please feel free to contact us at with any questions you may have.
Sincerely,
Kortnee
Franciscan Alliance Business Office

Initial Business Response /* (1000, 10, 2017/07/05) */
June 19, 2017
Revdex.com of Northern Indiana .Attn: [redacted] 4011 Parnell Avenue
Fort Wayne, Indiana. XXXXX
RE: Case # XXXXXXXX
Dear Ms. [redacted]
We are in receipt of the above case regarding patient [redacted].
We have...

reviewed the file and found that the 2016 pricing was offered in error. Although the pricing that is offered at the time of service is always an estimate, we apologize for the incorrect information that was offered. We have adjusted off the balance of [redacted] and the account now reflects a zero balance.
Please advise if you need anything further.

** [redacted]
Director, Revenue Cycle Patient Service Excellence Franciscan Alliance
Coordinated. Business Office
(XXX) XXX-XXXX
Initial Consumer Rebuttal /* (2000, 12, 2017/07/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
it's a shame that I had to go to such great lengths to get Fransciscan Alliance to do the right thing. I am happy to know that my account now has a zero balance.

Initial Business Response /* (1000, 5, 2016/09/20) */
[redacted]:
Attached please find our letter of response.
Please contact me direct if you have any questions.
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2016/09/21) */
(The consumer indicated he/she ACCEPTED the response from...

the business.)
I have not yet received a written response from Franciscan regarding this issue, but I did receive a phone call from Ms. [redacted] saying that they would set my account balance to zero for this bill. Ms. [redacted] also apologized that Franciscan did not resolve the issue on the previous occasions when I provided them with the cancelled check showing proof of payment. Thank you to the Revdex.com for your assistance as my previous attempts to resolve this issue with Franciscan got nowhere until I escalated it and filed the complaint.

Initial Business Response /* (1000, 5, 2015/11/18) */
RE: Case # [redacted]
Dear Sirs:
We are in receipt of the above case and after reviewing the account, we have found the following.
We had a major system upgrade on 6115/15 which provided patients with a single statement of charges for...

both Franciscan Physician Network and Franciscan Alliance hospital accounts. The conversion did Impact some statements, payments and payment plans, As a result of the conversion, Ms. [redacted]'s August statement reflected a due amount of $60,00, rather than her normal $25.00 payment due. This has been corrected.
When a payment plan is initiated, the statement dale is identified. A statement will generate on this date each month. Our due date states upon receipt, as patient has up to 30 days to make their monthly payment
A payment plan for Ms. [redacted] was set up on 4/20/15. She agreed to pay $25.00 a month until balances were paid in full. Below are the payments we received from Ms. [redacted] since she set up her payment plan on 4/20115. I am also sending the detail statements to Ms. [redacted],
. Date Payment Ref #
4/21/15 $25.00 4976
5/12/15 $25.00 4995
6/12/15 $25.00 5018
7/7116 $25.00 5034
8/5/15 $25.00 5063
9/8/15 $25.00 5068
Our website at Payments.Francisoenalliancum offers the opportunity to view all insurance and patient payments and balances. Itemized bills can be viewed and printed from the payment website as well. This website information is on the patient's statement.
We apologize for any inconvenience this has caused Ms. [redacted]. Correct payment plan statements will generate monthly to remind Ms. [redacted] of her payment arrangement. should you have any other questions or concerns, please contact me at 317-528-4801,
Sincerely,
Nancy [redacted]
Customer Service Manager
Franciscan Alliance, (317) 528-4801
Initial Consumer Rebuttal /* (2000, 7, 2015/11/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I have been in Contact with [redacted], she has been working on the issues I have had. Hope only good can come of the help Revdex.com has given me to get in contact with a customer service rep that I can work with on a one on one bases.
Thank You!