TriHealth Inc.

Good afternoon,Tell us why hereI spoke with the patient this afternoon and she was unable to discuss the accountThe patient is going to contact me tomorrow at 1pm. Thanks, Tonya H*** TriHealth, Director Single Billing office

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 Sir\MadamThanks for your response to Revdex.comCan you please send me the detailed billing as I was clearly told when I enrolled for my wife's pregnancy that I have to pay total $out of my pocket and rest all will be taken care by insurance\TriehealthI have the same status for my friend whose wife was also pregnant at the same time and delivered a baby week agoHe paid $only as agreed (total) but I am sent different bill. Best Regards***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,
*** ***

Hello-I'd like to first apologize for your experienceWe certainly want to ensure that all your monies are not only applied as you would like them, but also for you to pay what is intendedA refund of $has been initiated back to your card and should be applied within hoursIt seems as if
some financial assistance has been applied to your accounts already, which has also created additional credits on your accountDue to the timing of some of these payments, they aren't able to be refunded back to you electronically, but I can certainly initiate a refund check to be sent to your residencePlease feel free to call me at: *** to discuss further if you'd like and also if you have any additional questions.Regards,Thurman J***

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,
*** ***I have not received my refund as of today, 5-16-I went on my TriHealth MyChart last night and it showed that there was a refund on 5-of $31.90, still $short, so I don't know why and it's showing $balanceThey had cashed a check for $on 4-20-it shows in their records 4-I called them so many times and they said it takes 7-business days to get the refund check, and the last time I called they said it was going out on the 8th and I would get it by the 12th, but I still don't have itI asked to speak with a supervisor Manisha and had asked for the check to be expressed or next day and they said they couldn't do thatI had spoken to: Stacy, Olivia, Shamika, Rodrigo (supervisor), Manisha ( supervisor of Rodrigo) The response is from Thurman *** a supervisor also said the check was going out on the 8th."

The business has not addresed the coding issues as *** *** will honor payment if the coding is changed to the code they utilize in their systems or they will honor a retro pre authorization if the business will send oneAlso the business failed to address the issue with their rude leadership teamLastly in the response, the business assumed my husband and I are unable to pay and strongly suggessted we use their financial assistanceThis posture signifies the business does not care about their patients and ade unwilling to resolve the cosing issue qhen *** *** has provided me the two options preciously statedLastly this business was recommended by the case Manager who was assigned ro my husband while he was in a rehab hospital and I was assured our insurance would cover the costsThis isnt an issue about an inability to payIt is an issue about correcting coding and or securing a post pre authorization of the code the business wants to use so *** *** will remit full payment*** *** isn't at fault and through my conversations they are willing to work with PROS

TriHealthApril 24, 2017*** ** *** *** ***
*** *** ***Dear *** ***ID #***This letter is to inform you in writing that your concerns about your TriHealth account have been investigatedWe appreciate your patronage to a TriHealth facilityYour concerns are of utmost importance to us. We strive to foster an environment of caring, compassion and safety for our patients and families.As a result of the technical issues relating to your account we have adjusted your account balance in the amount of $1724.56, which leaves your current account balance of All collection efforts have been removed from your account and there is no damage to your credit ratings. Respectfully,Tonya H***, CPCTriHealth Director, Patient Access***Forest Ave, Suite CCincinnati, Ohio

See attached documentJanuary 27,2016*** ***
*** *** ***
*** ** ***Re: Transmitted Complaint Correspondence# ***To Whom It May Concern:TriHealth Incwould like to take this opportunity to provide a written reply to the complaint that has been filed and is referenced within
the context of this letterIt has come to our attention that one of our patients has been dealing with an unfortunate billing issue in which it is believed that she has been overcharged for a particular serviceThe office visit charge is $50.00From what we can see in the notes of discussion between the patient and her insurance company (as provided in the complaint), and the information we have received directly from ***, it seems as if *** is giving inaccurate informationThis doctor’s visit was billed correctly with *** as the primary diagnosisThe insurance company’s communication through the explanation of benefits (EOB) to our organization was that the $was owed as a co-pay for the procedureThe $paid at the time of service was for the office visit, itselfAt this time, it doesn’t seem as if this complaint is actually with our organization as much as it is with ***Provided in this response is the transaction detail sent to *** showing that the correct information was originally sent correctly when billed and the amounts dictated to be owed to TriHealth per their correspondence. In accordance with the request received to re-bill this line item, we have resent this charge for review, as of 5/29/15, back to *** and will wait for a response from them as to a change in reimbursementWe can assure you these types of issues aren’t a occurrence within our organization and we want to get this resolved amicably, and as quickly as possible, for both parties involvedOur organizational mantra is “Patient’s First” and this is a diction that we take seriously in all areas of our business. We trust that this response satisfies your request and hope that this letter finds you wellIf you have any questions or concerns, please feel free to contact our Customer Service office at 513-569-6117.With Kind Regards,Tonya H***Director, Customer Service

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.This response from Tonya H*** is ridiculousThe first response I received from her dated January 27, (#***) states I was diagnosed with *** which is not true! Now this second response from Tonya H*** states she doesn't know why I am talking about ***I mentioned it because it was in her letter! Clearly she doesn't remember what she said in the first letter!The point is I paid the office visits and now I am being billed againI was told (by TriHealth NOT my insurance company) it was $for the office visitI paid it and I'm still being billed for more.This is very frustrating because it is obvious the person handling this is mixing me up with other patients or other patient recordsThis is a terrible way to treat a patient
Regards,
*** ***

Hello *** ***- I want to first apologize for your experience with this situation as ensuring that we are correctly responding to any and all questions is the our primary objective with all calls that these answers come with compassion and respect for all of our patients and their
familiesI want you to be assured that we will do everything we can to assist you in resolving your issue and do every effort we can to prevent your husband's accounts from going to collectionsI have reset the statement levels for all accounts back to one, which will prevent the more animated statements from being received for another months.In saying, TriHealth has done everything legally possible to get these claims paid; however, it seems as if this therapy isn't a covered service under your planWhen we received the initial denial and non-payment from *** in mid-March we reached out to them in an attempt to gain paymentWe originally thought that this was do to coding issue, please feel free to see our call notes listed below:Payor: *** Summary of Account: Non covered serviceActions to be Taken: *** denied the occupational therapy services billedunder revenue code *** for the cpt code *** stating the service is noncoveredPer Availity the patient has occupational therapy services with acombined PT/OT/ST visits per calenderThe patient has not exhaustedbenefitsPayor: *** Total Charges: 15,104.00Phone Number: 800-451-7602Contact Person: ***Reference Number: ***Summary of Discussion: confirm why service is non coveredExpected Resolution: Talked to *** at *** regarding the denial for***She reviewed the claim was not able to see why they were deniedShe issending the claim to her supervisor to review the accountShe is thinking theydenied due to a revenue code billing issueShe is going to return my call onceshe get clarification of the denial from her supervisorFrom this point, we received a follcall from *** stating that the CPT code (***) for cognitive services is on the list of non-covered of procedures according to your plan and this is the correct code to be used for the services rendered*** did pay on everything else relating to these claims.I'm certain that this unexpectant expense has created a financial strainIt is noted on your husband's account that our Financial Assistance Program has been discussed with you and I would highly recommend sending in this paperwork, so that we may further assist and help you with this accountPlease let us know how else we can help you resolve this and if you have any other questions.TriHealth Customer Service513-569-

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.The problem that I have with this response is that no where on my statement from TriHealth does it indicate that any part of the bill was for any portion of the procedureTriHealth is simply indicating that they wish to be paid an additional amount over and above what was charged for prep areas, recovery areas etcMy EOB from my insurance company does also not show any amount due for any part of the procedureMy insurance company said that the correct amount was paid for the procedure and that I should owe nothing additional for medical servicesAs I said a Facilities charge appears to just be another way to generate revenueWhile I suppose I have no choice but to pay the bill, I think that it is incorrect and most unfairIf I owe money for my medical service or procedure then just bill it as suchIt is a shame that one has to ask for help from the Revdex.com to even get a response
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***

See attached documentJanuary 28, 2016*** *** Marketplace Resource Consultant ***@cincinnati.Revdex.com.org Phone: ***Re: Transmitted Complaint Correspondence# ***To Whom It May Concern:TriHealth Incwould like to take this opportunity to provide a written reply to the
complaint that has been filed and is referenced within the context of this letterIt has come to our attention that one of our patients has been dealing with an unfortunate billing issue in which it is believed that they have unjustly been forced to pay a balance with our facility at increments not doable which ultimately resulted in collections procedures to take placeUnfortunately, we are unable to change our stance on a minimum payment of $per month for the balance owed In accordance with Trihealth policies, the $minimum is standard for balances at this levelIt must be stated that while balances are owed, the balance does not accrue interest during the payment periodDue to the costs associated with running a hospital organization, sending statements, as well as other costs associated with collecting outstanding balances, we aren’t able to accept amounts lower than the $indicatedWhile we will accept whatever payment a patient is able to pay, we aren’t able to prevent accounts from aging to collections with amounts lower than $Although this account is with one of our collection agencies, it should also be pointed out that this balance has not been reported to any credit bureausIt is our recommendation to contact the collection agency to see if they are willing to accept the $per month on your account. We can assure you these types of issues aren’t a occurrence within our organization and we appreciate the opportunity to resolve this issue amicablyOur organizational mantra is “Patient’s First” and this is a diction that we take seriously in all areas of our businessWe trust that this response satisfies your request and hope that this letter finds you wellIf you have any questions or concerns, please feel free to contact our Customer Service office at 513-569-6117.With Kind Regards,Tonya H***Director, Customer Service

[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 If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
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,
*** ***

At this point they can clear out the old debt or decrease it in some wayThis is the second complaint I have had to file on them for this issue and they have continued
to try and send me to collections illegallyI honestly feel they need to try and make this right somehowI am open to other suggestions but I cant even get their management staff to return my calls

See attached documentsDecember 30, 2015[redacted]RE: Guarantor #[redacted]Invoice#[redacted] – Date if Service: 5/5/15Outstanding Balance: (none owing)Dear [redacted],According to your dispute your concern is that you are being double billed for services...

rendered for the above date of service. Your account reflects that TriHealth billed your insurance originally for $396.10 on 5/10/15. And, payment was received by [redacted] for $386.10 on 6/29/15, in-which it left a remaining balance for you to pay of $10.00. However, on the original claim submission there was a (test that wasn’t included). Therefore, on 10-24-15 we resubmitted a corrected claim with the additional charge of $80.93. By doing so, your insurance company reprocessed the claim for the greater amount of $477.03. Which left the (remaining balance) of $10.00 which you paid on 11-10-15. However, when you received notification from [redacted] on 12/02/15 --- the portion showing your responsibility was actually taken care of with your original explanation of benefits. Please be advised attached are your itemized statements you requested and explanation of benefits showing that TriHealth has handled your accounts as agreed with your insurance company. If you have additional questions or concerns please feel free to contact me at [redacted].Thank you for choosing TriHealth, SabrinaSabrina ** C[redacted]Manager, SBO Customer Service Sabrina_c[redacted]@trihealth.com

See attached documentNovember 10, 2015[redacted] Marketplace Resource Consultant [redacted] Phone: [redacted]Re: Transmitted Complaint Correspondence [redacted]To Whom It May Concern:Trihealth Inc. would like to take this opportunity to provide a written reply to the complaint...

that has been filed and is referenced within the context of this letter. It has come to our attention that one of our patients has been dealing with an unfortunate billing issue in which it is believed that they have been incorrectly billed, as well as treated in a manner in which they considered to be unsatisfactory. From what we can see in the notes of discussion between the patient and their complaint filed with the Revdex.com, as well as the information contained within our own billing system, it does seem as if this complaint iswarranted.In order to try to provide better customer service for our patients, Trihealth had been using a vendor to help us collect money on accounts before going to a collection agency. Unfortunately, the unpleasant dealings with “Trihealth" were with this company as they act on our behalf as an extension of our Accounts Receivable department. We are very aware of the shortcomings that have been observed by our customers through the use of this agency and have ceased our relationship with them, but the full cancellation of their services doesn't happen until December 31st, 2015. Our organizational mantra is “Patient's First" and this is a diction that we take seriously in all areas of our business. It is because of this mantra that we have ceased our relationship with this vendor and will be working all of our accounts ourselves moving forward. We offer our sincerest apology for your experience as this was not the intention of utilizing their services. Additionally, it does seem as if there are no longer any open balances with Trihealth.We trust that this response satisfies your request and hope that this letter finds you well. If you have any questions or concerns, please feel free to contact our Customer Service office at [redacted].With Kind Regards,Sabrina C[redacted]Manager, Trihealth Customer Service

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], 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,
[redacted]

I have tried to reach oUT to the woman and she rejected my call and was suposed to call back on 2 other occasions and never did. This is what I have come to expect from the trihealth team honestly.

Re:Transmitted Complaint Correspondence [redacted]To Whom it May Concern:TriHealth Inc. would like to take this opportunity to provide a written reply to the complaint that has been filed and is referenced within the context of this letter. It has come to our attention that one of our patients has...

been dealing with an unfortunate billing issue in which there was confusion as to whether or not a refund had gone through to our customer's bank account. Upon review with our customer and her bank, it seems as if this refund didn't go through. As this has never happened before, we needed to do an internal investigation to ensure that this wouldn't happen again. As resolve, a refund check was made out and sent to the patient on Friday, September 30" in the amount of $326.26. This information was also passed onto our customer by phone on that same day. Upon this reply, we are considering this matter addressed and concerns alleviated.We can assure you these types of issues aren't a normal occurrence within our organization and we Want to get this resolved amicably, and as quickly as possible, for both parties involved. Our organizational mantra is "Patient's First" and this is a diction that we take seriously in all areas of our business.We trust that this response satisfies your request and hope that this letter finds you well. If you have any additional questions or concerns, please feel free to contact our Customer Service office at [redacted].With Kind Regards,[redacted] Manager, Customer Service

Hello-We apologize for the circumstances that have caused the delay of your refund. However, this refund was completed on May 8th and sent to your home address in the form of a check. Please contact Customer Service at ###-###-#### if you have any more trouble or if you have any other concerns.With...

Regards,Thurman [redacted], Supervisor: Vendor Management and Customer Service Relations