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UCD Professional Billing Group

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UCD Professional Billing Group Reviews (1)

Review: Unable to access my medical record thru UCD's MY CHART system, soothing I have been doing for almost since the system was created! I didnt change my log in and/or password, when I tried to request it thru the link the site has provided, the system says I am not in their records. Sent 4 e-mails to the designated tech link/e-mail no response. UCD quality of services have dramatically decreased for the last 8-10 years that I have been using it. Faxed forms to add my children to the My Chart over 2-3 months ago!!! Nothing!!!!UCD customer service is not even going to be a subject in this complaint, it will be a separate one because words cannot describe my disappointment right now, starting from delivery of service, to billing, to appointment schedules, to easy access to your doctors!!!!Desired Settlement: access to My Chart for myself and my children, contact me thru e-mail only, no phone calls!!!!

Business

Response:

I am writing to acknowledge the concerns you expressed in your fax to our office on October 10, 2014 regarding your client's difficulty in accessing her medical record at the UC Davis Medical Center using My Chart, an e-mail communication tool for our patients. She also complained of a lack of response to her e-mails from our IT staff in response to her log-in and password difficulties and a lack of response to forms she faxed to an unidentified destination to add her children to her MyChart acess. Your client, whose details are below, indicated she desired contact via email only and declines to accept phone calls to discuss her concerns. Our office will reach out to this patient to obtain more details of her actions.

[redacted], Revdex.com Case ID#: [redacted]

We are sorry to hear of Ms. [redacted]'s difficulties and that this complaint was initially submitted by Revdex.com on 9/18 - but never received by our office. Please be aware that the UC Davis Health System is unable to receive e-mails from Revdex.com and as such, all future grievances should be faxed to Patient Relations at ###-###-####.

I will be the analyst assigned to this case which is: #[redacted].

The details of these concerns have already been forwarded for investigations and we hope to have a further response to you within the next 30 days. If you have questions in the meantime, our office can be reached at ###-###-####.

Sincerely,

[redacted], [redacted]

UC Davis Medical Center

Consumer

Response:

I am tired of the UCD billing messing up, after my last call over a month ago, I was told there were no outstanding co pays due, I call today, October 17, 2014 to make a payment for office copay visit for my daughter in September, and they tell me I have July office copay.I had balance on my account and it was transferred and to take care of all outstanding copays already three times, every time I call for a new bill they keep telling me I have outstanding balance of addition al $15!!!! I am sick and tired of going over the bills and dates of services, UCD Billing systems is ridicule and not user friendly!!!!!!!!!!!!Get your stuff together, I am tired of going over and over and over the same issue !!!!I SHOULD NOT HAVE ANY OUTSTANDING CO-PAYS!

I DONT HAVE ANY OUTSTANDING CO-PAYS!

Business

Response:

We are sorry to hear of your client's continued frustration with UC Davis Medical Center. Your client's concerns were forwarded to our Patient Billing Office and to our medical group in Folsom, where her minor child received care. The practice manager confirmed that no co-pays ($15) were collected from your client for the child's visit of 7/2 or 9/18. The Patient Billing manager reviewed the billing history and indicated that your client called their office on 10/17 to pay her daughter's 7/2 co-pay, at which time she was informed, correctly, that there remained another co-pay due for 9/18. The manager advised that when her staff last spoke to your client the bill for July had not yet been adjudicated by her insurance, so there was technically no outstanding balance/co-pay pending for the July at that time. We regret any confusion this may have caused your client. At this time, only the 9/18 co-pay of $15 remains outstanding and Patient Billing can be reached at [redacted].

If you have questions our office can be reached at [redacted].

Thank you for advising of the patient's concerns. The MyChart access concerns raised by the patient were researched by the UC Davis Medical Center's IT and Health Information Management (HIM) departments and determined to be triggered by a mis-matched e-mail address when compared with data originally provided by the patient to be established her MyChart account. Contact was made with the patient by patient Relations to obtain agreement to accept a phone call from an IT analyst to update patient's email information. Patient agreed to accept the call and her access to MyChart was restored after updating her information. Patient was then able to access her children's charts as proxy after verification of receipt of signed release was confirmed. Audit trail indicates patient's e-mail of 9/18 to HIM was received and responded to multiple times on the same day by HIM.

We sincerely regret the frustration the MyChart system caused for the patient, as most feedback received about this system is very positive. To help avoid situations like this in the future, we strongly recommend that the patient call directly our IT Help Desk which is available 24x7.

As indicated in the system user Agreement/Terms and Conditions, signed by our patient, the MyChart Epic Module is a customizable web application offered to patients at no charge as a new and additional method for easy access to parts of their medical records and a way to communicate with their UC Davis health care providers.

Upon creation of a MyChart account, the patient must agree to the system Terms & Conditions that indicate that patient understands that MyChart may not be available at all times due to system failures, back-up procedures, maintenance or other causes. UC Davis does not guarantee that patients will be able to access MyChart at any particular time. During times when MyChart is unavailable, other communication methods (e.g. telephone) should be used to contact UC Davis Health-Care Providers.

In addition, as mentioned above, the website provided to patients to log-on,also indicates that for any technicical difficulties and immediate assistance, he/she may contact our IT Help Desk 24x7 at ###-###-#### to troubleshoot their technical issues.

If you have any questions in the mean time, our office can be reached at 916-[redacted].

Sincerely,

UC Davis Medical Center

Consumer

Response:

I am rejecting this response because: I called on 10/17 to pay the September co-pay visit for my daughter. I had credit of $30 from my maternity that UC billing accredited to my account so I didn’t have any outstanding bills for my daughter's copays from July!!!

UCD needs to have a better billing systems, it supper frustrating to deal with incompetence and trying to resolve the same issue over and over and over again. I dont owe any co-pays. My last conversations with UCD billings prior to 10/17/2014, I don’t remember exact dates, but sometimes in august or September, the outstanding copy for my daughter from July 2014 was taking care by transferring the credit I had from my account!!!!!!!!!!!

Get your records straight and look for recorded conversations, old systems of pay, or whatever systems you do have, because my last conversation with the billing department of UCD prior to my last call on 10/17/2014, I was informed I didn’t have any outstanding bills for my daughter! and the biggest frustration of all this is that this is the third time I had to explain myself to representative from UCD billing re this isse, and as it turns out, it still has not been corrected.

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Description: Business Services - General

Address: 4900 Broadway Ste 1722, Sacramento, California, United States, 95820-1536

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