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UC Health Reviews (14)

[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 [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

See attached document UC Health Patient Financial Services Burnet Avenue Cincinnati, OH 585-www.uchealth.com Revdex.com Serving Southern Ohio, Northern Kentucky, Southeast Indiana Wednesday, Oct 21, E4th, Suite 100Cincinnati, OH [email protected] [redacted] ***:This letter is in response to a customer concern submitted by [redacted] on 6/10/15, ID number [redacted] On behalf of the staff of UC Health, thank you for sharing your concerns surrounding your experience with Billing and Collections servicesYou expressed the following concerns:•You called to spayment arrangement but were refused the opportunity to do so.•You stated that due to the fact the amount owed changed, you could not san arrangement.•You stated that although you tried to make payment arrangements on 6/10/15, your account was sent to collections.•Your account has been assigned to an outside agency, you are concerned with how it will affect you credit.Listed below is a sequence of how UC Health’s statement/billing process is applied The patient or patient authorized representative must call to set up arrangements in order to affect the sequential flow of the billing process The patient is mailed statements before the account is assigned to an outside agency for collections Each statement has account status messaging or levels to inform the patient of UC Health’s next steps to collect on the outstanding debt There is a phone number, website and email address provided for contact.•Patient called the business office on 2/27/to spayment arrangements but the account balance was still in the follunit pending complete payment and adjustment postingA representative advised patient to call back once adjustment posted and he receives an updated statement.•On 3/9/an adjustment for $was posted to the patient account A balance of $is patient responsibility.•As per insurance explanation of benefits the patient’s responsibility is $deductible + $coinsurance = total amount due of $for which the first statement was mailed to the patient on 3/10/No response from patient.•The second statement was mailed on 4/8/No response from patient •On 4/11/patient was called through our automated dialer, there was no answer, the rep left a message.•The third statement was mailed on 5/7/No response from patientThe average billing cycle consist of a patient receiving statements After the third statement we begin the process of assigning the account to our outside agencyThere was no contact from patient after the mailing of each statementEach statement has a message level They are as follows:1.This is the current balance on this date of servicePlease pay by due date.2.PAST DUE – Payment for this date of service is now past duePlease pay promptly or call us to makepayment arrangementsIf payment was recently made, please disregard this message.3.DELINQUENT – This account is now delinquentPlease remit payment today to prevent further collection activity or callto make payment arrangementsIf payment has recently been made, please disregard this message.The account was assign to [redacted] on 5/22/ If the patient contacts us within ten days of assigning the account we have the option to recall the account There was no contact from the patient until 6/10/15, days later We advised him that the account has been assigned to an agency and to please contact the agency to resolve.We sincerely apologize for any inconvenience that our outsourced collection agency calls my have caused you and your family Please note that we do not report to the credit bureauMaking payments through the agency will not harm his credit Sincerely,Jean E***, Manager Patient Financial Services

January 26, [redacted] Consumer Service SpecialistCincinnati Revdex.comWest 7th Street Suite 1600Cincinnati, OH 45202Re: Complaint ID # [redacted] Dear Ms [redacted] : I have received a copy of your letter dated December 3, for the above-referenced complaint that was filed by [redacted] This letter was just received late last weekI apologize that I did not receive this letter timelierI am not sure what occurred to cause the delayI am sorry that we could not resolve her complaints prior to your involvementI have conducted a thorough review and listed my findings below.Ms [redacted] has attempted to apply for financial assistance with UC Health on three different occasionsThe process for applying for financial assistance can be complicated, confusing and even frustrating in spite of our efforts to make it as easy as possibleEach of the three applications that we have received has been incomplete and not acceptable under Ohio lawLet me explain in each case what occurredThe first application we have on file was received on June 26,The application itself is incomplete as the applicant is required to complete the entire application including name, social security number, date of birth, address, etcAdditional Ms [redacted] states in her letter to you that she is marriedHowever, the application only reflects a family of oneMs [redacted] is required to provide her spouse's name and his incomeThe proof on income provided with the application is only a W-form for herself which is not acceptable proof of incomeThe second application we have on file was received on July 22, Again, the application was not fully completed and the proof of income is only a W-as noted with the first applicationWe did receive additional proof of income on September 4, It consists of pay stubs from her employment with ***Two of the pay stubs are the same so essentially, we have only pay stubs to work withWe are required to review the months or months of income just prior to the date of serviceThe pay stubs indicate she is paid weekly which indicates we should havereceived pay stubsOnce again, we do not have any proof of income for her husbandThe third application we have on file was received on November 13, Once again, the application is not fully completed and she once again indicates that she is a family of one on the application however she has indicated that she is married in her letter to you and in previous communications with usThe proof of income provided is unacceptable because it is simply a typed letter indicating her gross and net pay.However, we require that it be on her employer's letterhead or that she provide a copy of the actual pay stubsOnce again, no income is listed for her husband As you can see from the three instances above, we do not have enough valid, confirmed information in order todetermine if Ms [redacted] qualifies for assistance Ms [redacted] has three dates of service with usShe will need to submit three separate applications as the maximum approval period is calendar monthsIn order to determine if she qualifies, she will need to submit the following information: An application for the date of service of May 5, The application must be completed entirely and list her husband, [redacted] as a family memberThe proof of income must be copies of pay stubs for the calendar months of February, March, and April She must provide proof of income for herself and for her husbandAn application for the date of service of September 29,The application must be completed entirely and list her husband, [redacted] as a family memberThe proof of income must be copies of pay stubs for the calendar months of July, August, and September She must provide proof of income for herself and for her husbandAn application for the date of service of December 31, The application must be completed entirely and list her husband, [redacted] as a family memberThe proof of income must be copies of pay stubs for the calendar months of October, November, and December She must provide proof of income for herself and for her husband.Once we receive all of required documentation, we will make a proper determination as to her eligibility under Ohio lawIf she is approved for a reduction of the bill, we will refund any money that was overpaid on the accountsIf Ms [redacted] has any questions regarding how to complete the application, she can contact our Customer Service Department at (513) 585-Additionally, she is welcome to come to our office and meet face to face with one of our financial representativesWe are available from 8:a.mto 4:p.mMonday through FridayThank you for the opportunity to respond to Ms [redacted] 's complaintWe hope that she is able to provide the needed information to complete her financial aid applicationsPlease feel free to contact me directly at (513) 585-during business hours if I can be of further assistanceSincerely, [redacted] ManagerPatient Financial Services Additional business response in 2015: Revdex.com spoke with business and business indicated that consumer spoke with UC Health on October 19thThey communicated to consumer their findings and that the two accounts in question for do no qualify for any financial assistanceUC Health communicated all balances and on accounts addressed in this inquiry are now paid in full

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
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Regards,
*** ***
Uc Health has done this to a lot of other people as well and they just only out to make moneyAnd conflicting from them will stop them from doing this again I still want to keep this complaint open I also want Uc Health know they can't keep doing what they are doing
*** ***

I have received a copy of your letter dated June 13, regarding *** ***'s complaint involving treatment at University of Cincinnati Medical CenterWe regret that the issue was not resolved prior to your communication,
The essence of *** ***'s complaint is related to the level of care received at the hospitalAs a Patient Financial Service Manager, I am not in a position to investigate this complaintIt is my understanding that our Patient Relations Department is investigatingPlease direct all correspondence related to this complaint to *** *** ** *** ** *** *** *** *** *** *** *** ** ***

My boyfriend went into the hospital on Saturday morning 9/5/they told us at the er that he would be admitted and that they found his bowles to be twisted and that they would put a tube in his stomach .this is day and he is still waiting to see whats going on ...he has rarly seen a doctor and the nurses are horriable all of them on 4th floor Trust me when they say u will get checked every hour that means that if u want anything u will wait that hour Worst hospital on earth

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.I have spoke with UC health and the department of labor. I would like to be assured by UC health that if they are unable to collect this outstanding balance due to miss smiling that I am not going to be pursued for this
Regards,
[redacted]

Regarding the complaint about continued billings, the billing had been stopped but the statement he received had been mailed prior to the July 1, 2015 response.  I subsequently talked with [redacted] on several occasions and we finalized our plan in a conversation on July 9, 2015.  He is agreeable to the course of action we have taken to resolve the matter.

See attached document

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.
We have submitted all pay stubs required on more than one occasion, yet Mr. [redacted] says his staff has not received it.  We have also tried several times to call UC Heath and speak to the staff in the Financial Assistance Department, but they were unwilling to help and explain the process, why we are not getting assistance or what the status is of the application.  And, if US is saying they have incomplete information, the only way I would know this is by getting a letter (or phone call) stating what information is needed.  Rather than doing so, UC Health has sent the bills to a very mean and aggressive collections agency who has been sending numerous threatening letters and calling our house, harassing for payment.  So, if your application process for financial assistance is SO complicated, fix it.  But more importantly if you STILL do not have what you need from me to finish processing the assistance request, I should be informed.  How else would I know?  And why would you send it to collections if I have applied for assistance?  I will send THREE new applications with all pay stubs.  I will also send you the Social Security statement for my husband, his only source of income.  But I will reject this response and ask that UC Health take this complaint seriously and resolve the matter once applications are received, again.  I am also continuing to follow up with the attorney general's office, because I am certain that the financial assistance staff has not done their part in informing me of status (or information gaps) and for forwarding these bills to the collection agency.  This unethical, degrading treatment of people is not acceptable by any standards.  And I sincerely hope that Mr. [redacted]'s team will resolve the issue quickly.   No other hospital system is so harsh with their patients, the financial assistance staff at [redacted] are kind and supportive, your staff at UC Health are mean and arrogant.  They speak to us like we are a burden on society, not like we are tax paying, health plan enrolled HUMANS.   In the mean time, perhaps UC Health can stop the collectors from harassing me.
Regards,
[redacted]
Additional consumer response in 2015: 
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.UC is responding to me regarding a DIFFERENT account balance.  My complaint is regarding 2 accounts from 2014- these are STILL NOT ADDRESSED.  WE PAID THE BALANCE due after obtaining a loan, because UC has gotten collectors to threaten us for the money.  I was told by someone in the finance office at UC Health that even if I pay the balance, my application for financial assistance will still be considered, so in good faith I got a loan and paid the balance.  Now UC is COMPLETELY IGNORING THIS APPLICATION FOR FINANCIAL RELIEF. Isnt this FRAUD?  I AM ASKING FOR THE APPLICATION FOR accounts [redacted] and [redacted] to be reviewed and if you decline financial assistance, I want to know WHY.  My income last year was barely $22,000- how can I NOT qualify for assistance?Regards,[redacted]

[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 [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

See attached document
UC Health
Patient Financial Services
3200 Burnet Avenue
Cincinnati, OH 45229
513 585-6200
www.uchealth.com
Revdex.com Serving Southern Ohio, Northern Kentucky, Southeast Indiana     Wednesday, Oct 21, 20151 E. 4th, Suite...

100Cincinnati, OH [email protected] [redacted]:This letter is in response to a customer concern submitted by [redacted] on 6/10/15, ID number [redacted].  On behalf of the staff of UC Health, thank you for sharing your concerns surrounding your experience with Billing and Collections services. You expressed the following concerns:•You called to set-up payment arrangement but were refused the opportunity to do so.•You stated that due to the fact the amount owed changed, you could not set-up an arrangement.•You stated that although you tried to make payment arrangements on 6/10/15, your account was sent to collections.•Your account has been assigned to an outside agency, you are concerned with how it will affect you credit.Listed below is a sequence of how UC Health’s statement/billing process is applied.  The patient or patient authorized representative must call to set up arrangements in order to affect the sequential flow of the billing process.  The patient is mailed 3 statements before the account is assigned to an outside agency for collections.  Each statement has account status messaging or levels to inform the patient of UC Health’s next steps to collect on the outstanding debt.  There is a phone number, website and email address provided for contact.•Patient called the business office on 2/27/15 to set-up payment arrangements but the account balance was still in the follow-up unit pending complete payment and adjustment posting. A representative advised patient to call back once adjustment posted and he receives an updated statement.•On 3/9/15 an adjustment for $123 was posted to the patient account.  A balance of $584.59 is patient responsibility.•As per insurance explanation of benefits the patient’s responsibility is $443.28 deductible + $141.28 coinsurance = total amount due of $584.59 for which the first statement was mailed to the patient on 3/10/15. No response from patient.•The second statement was mailed on 4/8/15. No response from patient.  •On 4/11/15 patient was called through our automated dialer, there was no answer, the rep left a message.•The third statement was mailed on 5/7/15. No response from patientThe average billing cycle consist of a patient receiving 3 statements.  After the third statement we begin the process of assigning the account to our outside agency. There was no contact from patient after the mailing of each statement. Each statement has a message level.  They are as follows:1.This is the current balance on this date of service. Please pay by due date.2.PAST DUE – Payment for this date of service is now past due. Please pay promptly or call us to makepayment arrangements. If payment was recently made, please disregard this message.3.DELINQUENT – This account is now delinquent. Please remit payment today to prevent further collection activity or callto make payment arrangements. If payment has recently been made, please disregard this message.The account was assign to [redacted] on 5/22/15.  If the patient contacts us within ten days of assigning the account we have the option to recall the account.  There was no contact from the patient until 6/10/15, 19 days later.  We advised him that the account has been assigned to an agency and to please contact the agency to resolve.We sincerely apologize for any inconvenience that our outsourced collection agency calls my have caused you and your family.  Please note that we do not report to the credit bureau. Making payments through the agency will not harm his credit.   Sincerely,Jean E[redacted], Manager Patient Financial Services

January 26, 2015[redacted]Consumer Service SpecialistCincinnati Revdex.com7 West 7th Street Suite 1600Cincinnati, OH 45202Re: Complaint ID #[redacted]
Dear Ms. [redacted]:
I have received a copy of your letter dated December 3, 2014 for the...

above-referenced complaint that was filed by [redacted]. This letter was just received late last week. I apologize that I did not receive this letter timelier. I am not sure what occurred to cause the delay. I am sorry that we could not resolve her complaints prior to your involvement. I have conducted a thorough review and listed my findings below.Ms. [redacted] has attempted to apply for financial assistance with UC Health on three different occasions. The process for applying for financial assistance can be complicated, confusing and even frustrating in spite of our efforts to make it as easy as possible. Each of the three applications that we have received has been incomplete and not acceptable under Ohio law. Let me explain in each case what occurred.
1. The first application we have on file was received on June 26,2014. The application itself is incomplete as the applicant is required to complete the entire application including name, social security number, date of birth, address, etc. Additional Ms. [redacted] states in her letter to you that she is married. However, the application only reflects a family of one. Ms. [redacted] is required to provide her spouse's name and his income. The proof on income provided with the application is only a W-2 form for herself which is not acceptable proof of income.
2. The second application we have on file was received on July 22, 2014. Again, the application was not fully completed and the proof of income is only a W-2 as noted with the first application. We did receive additional proof of income on September 4, 2014. It consists of 4 pay stubs from her employment with [redacted]. Two of the pay stubs are the same so essentially, we have only 3 pay stubs to work with. We are required to review the 3 months or 12 months of income just prior to the date of service. The pay stubs indicate she is paid weekly which indicates we should havereceived 13 pay stubs. Once again, we do not have any proof of income for her husband.
3. The third application we have on file was received on November 13, 2014. Once again, the application is not fully completed and she once again indicates that she is a family of one on the application however she has indicated that she is married in her letter to you and in previous communications with us. The proof of income provided is unacceptable because it is simply a typed letter indicating her gross and net pay.However, we require that it be on her employer's letterhead or that she provide a copy of the actual pay stubs. Once again, no income is listed for her husband. 
As you can see from the three instances above, we do not have enough valid, confirmed information in order todetermine if Ms. [redacted] qualifies for assistance.  Ms. [redacted] has three dates of service with us. She will need to submit three separate applications as the maximum approval period is 3 calendar months. In order to determine if she qualifies, she will need to submit the following information:
1. An application for the date of service of May 5, 2014. The application must be completed entirely and list her husband, [redacted] as a family member. The proof of income must be copies of pay stubs for the calendar months of February, March, and April 2014. She must provide proof of income for herself and for her husband.
2. An application for the date of service of September 29,2014. The application must be completed entirely and list her husband, [redacted] as a family member. The proof of income must be copies of pay stubs for the calendar months of July, August, and September 2014. She must provide proof of income for herself and for her husband.
3. An application for the date of service of December 31, 2014. The application must be completed entirely and list her husband, [redacted] as a family member. The proof of income must be copies of pay stubs for the calendar months of October, November, and December 2014. She must provide proof of income for herself and for her husband.Once we receive all of required documentation, we will make a proper determination as to her eligibility under Ohio law. If she is approved for a reduction of the bill, we will refund any money that was overpaid on the accounts.
If Ms. [redacted] has any questions regarding how to complete the application, she can contact our Customer Service Department at (513) 585-6200. Additionally, she is welcome to come to our office and meet face to face with one of our financial representatives. We are available from 8:00 a.m. to 4:30 p.m. Monday through Friday.
Thank you for the opportunity to respond to Ms. [redacted]'s complaint. We hope that she is able to provide the needed information to complete her financial aid applications. Please feel free to contact me directly at (513) 585-7514 during normal business hours if I can be of further assistance.
Sincerely,[redacted]ManagerPatient Financial Services
Additional business response in 2015: Revdex.com spoke with business and business indicated that consumer spoke with UC Health on October 19th. They communicated to consumer their findings and that the two accounts in question for 2014 do no qualify for any financial assistance. UC Health communicated all balances and on accounts addressed in this inquiry are now paid in full.

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]
The reply was that it was removed and I would not revive more bills.  i am still being billed. Relieved latest July 3rd
Please stop harassing me.

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