University Hospital

Good afternoon-I am writing back to you, in response to the complaint for for [redacted] that was placed with your Revdex.com on 04/17/ Thank you for reaching me, and allow me to look into the situationI do see that the agent did make a mistake and I do apologize The staff member must of take the full balance due rather than what the current statement went out asIt was an oversight We will absolutely give the patient a refundGenerally, if the patient has overpaid in error and there is an over payment and there is accounts in bad debt would would not refund the patient, that is not the case hereOur Self Pay Manager is calling the patient to advise Thank you for giving us the opportunity to rectify this situation If you need anything else or a more formalize letter please let me knowKristine B***Customer Service ManagerUpstate University Medical

Revdex.com:
I have reviewed the response 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
As per my original complaint, the physicians office has already sent the requested re-coding information on the physicians letter head to *** in the UofL Billing department Per my last conversation with ***, she received it and passed it on to the coding department She stated the notes on my account indicated that they will not re-submit with the proper coding to my insurance company and she doesn't know why I did contact my insurance company They have confirmed they did not receive a revised claim with the proper coding and stated that no one from UofL Billing/Coding has been in contact with them since the original incorrect filing At this point, the next step should be to send the already collected proper documentation/coding to my insurance company in the form of an amended claim for payment At which time it is approved, I will pay my agreed upon remaining balance of $promptly
Regards,
*** ***

Ms***:
I understand that you would like to get this promptly taken care of, however it has had to go back to the physician for futher information. The first physician amendment did not change the coding issues for the bill. That is not the fault of the hospital, we can only charge for what is approved by the physician.
The physician has made another amendment to the Indications on your file. Once this is reviewed by the coding department a determiniation will be made about changes. The process is not fast and will take time for all information to be processed.
Again, I have contacted the billing department and put a hold on your account untill this is resolved from the hospital side
Please let me know if you have any additional questions
Thank you,
***

Good afternoon-I am writing back to you, in response to the complaint for for [redacted] that was placed with your Revdex.com on 04/17/2017.  Thank you for reaching me, and allow me to look into the situation. I do see that the agent did make a mistake and I do...

apologize.  The staff member must of take the full balance due rather than what the current statement went out as. It was an oversight.  We will absolutely give the patient a refund. Generally, if the patient has overpaid in error and there is an over payment and there is accounts in bad debt would  would not refund the patient, that is not the case here. Our Self Pay Manager is calling the patient to advise . Thank you for giving us the opportunity to rectify this situation.  If you need anything else or a more formalize letter please let me know. Kristine B[redacted]Customer Service ManagerUpstate University Medical

Revdex.com:
I have reviewed the response 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]
 
 
Ms. [redacted],
 Since this is a situation in which you state the matter will take some time, I respectfully request to be notified as each step is accomplished. I request this so that I may be educated on the process and may determine how to better assist in the progress. I will mark this resolved upon completion. 
Thank you,
[redacted]

Business Response to a Complaint



Complaint ID#:


[redacted]




Company Name:


University Hospital

...




Company Contact:


[redacted]




Company Phone:


###-###-####




Company Email:


[redacted]




Person Who Sent the Complaint:


[redacted]




Staff Member:


[redacted]



Response:
Ms. [redacted], We have received your complaint and are in the process of investigating the best way to address the financial component. The issue is a coding concern, and we will contact the Physician that did your procedure to see if he will write an addendum. This will be the decision of your Physician to have the procedure recoded. We would also like to make you aware that if procedure is recoded it is the decision of your insurance company to adjust payment or not. I will be glad to contact our billing office to put a hold on your account until we hear back from the Physician. Thanks [redacted] S
Sent on: 11/6/2014 3:10:13 PM