University Of Colorado Hospital

UCHealth strictly adheres to patient privacy laws which prevent disclosure of patient health info or billing details to a 3rd party or a public website like the Revdex.com The hospital address all complaints directly with patients and we make every effort to reach reasonable resolutions when we receive a complaint or concern from a patientA billing manager will address this complaint directly with the patient

University of Colorado Health strictly adheres to patient privacy laws which prevent disclosure of patient health info or billing details to a 3rd party or a public website like the Revdex.comThe hospital addresses all complaints directly with patients, and we make every effort to reach reasonable resolutions when we receive a complaint or concern from a patientA billing manager will address this complaint directly with the patient.Thank you, [redacted]

Complaint: [redacted] I am rejecting this response because:I have never heard of First HealthThe two accounts in question and sent to collections are not being paid by insurance because of a fault of University of Colorado HospitalAre you listening? The Hospital did not speak with my insurance prior to surgery as they said they didI traveled with my husband from Durango, Colorado and stayed in Denver for five days waiting for the Hospital to get its act together so I could have the surgeryTheSurgery didn't happen and University Hospital owes me at least for our travel expensesI was assured that it would all be in-network and I would be expected to pay maximum out of pocket for the yearI contacted insurance prior to my arrival in denverI was told that there was nothing more for me toDo.I was told this by both the university surgeon and two surgery schedulers employed by the University HospitalAre you listening? I met all financial obligations long agoUniversity Hospital owes me money for this fiasco Sincerely, [redacted]

I have attempted to contact the mother, Sandra, to obtain more information regarding the patient as I am unable to review this complaint without account informationI have left her a message to call me back to obtain the patient's name and date of birth or account number for review I will await her response

Complaint: ***
I am rejecting this response because:I originally called and scheduled a Physical ExaminationThis would of been covered by my insurance at 100%Dr ***, never discussed upgrading the appointmentThis should be a "patient centered" discision, not one that's made to increase revenue for UPI or UCHThe unfortunate fact is there was no physical exam given yet my paper work was signed off on by the physicianThis is one the worst kind of problems that exists in healthcareAlso,there was no discussion of extensive lab work that was ordered, that had nothing to do with a basic examinationOnce again this is not a patient privacy issue, it's unethical and fraudulent business practice, that needs to be accounted for, in a responsible wayHow can the consumer trust your company's practices?
Sincerely,
*** ***

Initial Business Response /* (1000, 9, 2015/07/28) */
Thank you for the opportunity to respond to this inquiryThe patient also called the patient representatives office and emailed the practice manager with her concernWe have interviewed the involved departments, spoken directly with the
patient and resolved this issue directly with the patientDuring our investigation we found opportunities for improvement with our communication about the billing process and the handout for self-pay patients and implemented changes to prevent recurrence
Initial Consumer Rebuttal /* (2000, 11, 2015/07/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)

We are currently holding two accounts for *** *** that still have balances owed on themThey were turned to Credit Service Company (CSC) on 02/18/account *** and on 03/11/account ***. We have contacted CSC and requested that they place the accounts on a
day hold, allowing us additional time to follow up with *** *** insurance company, First HealthThe representative that I spoken to was not able toe confirm why the claims were deniedFirst Health was not able to provide us with an estimate of how long it would take them to complete the review We will continue to monitor the accounts, while waiting for First Health to complete their reviewThe tracking number provided was *** Thank you,

I am sending an update on the additional steps we have taken for the *** *** disputeI have contacted and spoken with the Clinical Manager at the surgeon's office to receive clarification as to why the surgery did not receive proper authorization from the insurance companyThe Clinical Manager will be following up with his Director early next week regarding this and will contact me with their review findings. For the two UC Health outstanding accounts with balances on them (*** and ***), I am working with your insurance companyCurrently, the claims are pending with the insurance company for reviewThey will be reviewing them to determine if the claims were processed correctly or incorrectlyUnfortunately, they were not able to provide an estimation when the review would be completedI will continue to contact them on a weekly basis to see if their review has been completedThe two accounts have separate dates of service from the scheduled surgeryAccount *** is for a date of service 06/24/and account *** is for a date of service 01/20/15. As for your request for reimbursement of expenses incurred for your travel and lodging, this is being reviewed Thank you,

UC Health is following up on the complaint directly with the patientDue to Federal HIPAA laws, University Hospital is unable to publicly address the patient's concerns University Hospital seeks to answer complaints from patients in a compassionate and timely mannerWe attempt to work closely with patients and make every effort to resolve any billing issuesOur goal is always to reach a reasonable and appropriate resolution University Hospital's account managers work proficiently and professionally to correct errors and resolve complaints

Dear Ms***: The University of Colorado Health and University of Physicians thoroughly reviewed your billing concernThe results of the review were communicated to you by Ms***, Patient Billing Coordinator, and a representative from the University of PhysiciansA summary of the review will be sent via private correspondence, as we strictly adhere to a patient’s privacy laws which prevent disclosure of patient health information or billing details to a 3rd party or public websiteUpon receipt of the letter, please contact the University of Colorado Health or University of Physicians directlyThank you, *** *** *** *** *** *** ***
***

Complaint: ***
I am rejecting this response because: I am out of the country until July If they would give me a number I will contact them when I returnI have not received any email or message from them yet.
Sincerely,
*** ***

UC Healthl is following up on this complaint directly with the patientDue to federal HIPAA laws, University Hospital is unable to publicly address the patient's concerns. University Hospital seeks to answer complaints from patients in a compassionate and timely mannerWe attempt to work
closely with patients and make every effort to resolve any billing issuesOur goal is always to reach a reasonable and appropriate resolution UC Health's manager work proficiently and professionally to correct errors and resolve complaints

Complaint: ***
I am rejecting this response because:This will be resolved when I am reimbursed for all the angst I have been put through
Sincerely,
*** ***

University of Colorado Health is following up on this complaint directly with the patient. Due to federal HIPAA laws, UCHealth is unable to publicly address the patient’s concerns.

University of Colorado Health seeks to answer complaints from patients in a compassionate and timely manner. We...

attempt to work closely with patients and make every effort to resolve any billing issues. Our goal is always to reach a reasonable and appropriate resolution.

University of Colorado Health’s account managers work proficiently and professionally to correct errors and resolve complaints.

In response to your dispute regarding the charges you incurred at University of Colorado Hospital on 11-30-2015; the services billed for were reviewed by the department in February per your initial dispute letter. This was a scheduled appointment and the CU Sports Medicine clinic...

did send out a New Patient packet prior to the services for review. This paperwork would have explained our billing practices.    The services billed were correct. University of Colorado Hospital does have set fees for all services provided.  We are considered an academic facility and we do incur higher costs. Prices are based on meeting our cost.  They do not reflect only direct patient care, but indirect costs as well.  The x-rays taken at this visit are standard practice in Orthopedics to determine if the patient condition has progressed or to review any changes in the joints.     The clinic staff are unable to provide exact out-of-pocket costs to each patient due to the many insurance plans that are available . Once the claim is billed it is processed by the insurance according to the patient benefits within their plan.  Per the department, new patient paperwork had been sent out prior to the appointment which would have explained our billing practices. It would not have provided exact costs as those charges are determined at the time of services provided.    Although you were not seen at the hospital, the CU Sports Clinic located at [redacted]. is considered part of University of Colorado Hospital. The Building is not an Emergency Department location and services were not billed as emergency services; however, our charges are billed as Outpatient Hospital services. The physicians who practice at University of Colorado Hospital are hospital based and not community based. All of our clinics are considered extensions of the hospital; and therefore, outpatient claims are submitted separately by the facility and by the physician office, which is University Physicians.    University Physicians bills only for the physician charges and University of Colorado Hospital bills for the facility charges. We understand there is a variation among policies with regard to co-pays, coinsurance and deductibles and our claims submitted are processed according to your outpatient hospital benefits.   Tell us why here...

I have attempted to contact the mother, Sandra, to obtain more information regarding the patient as I am unable to review this complaint without account information. I have left her a message to call me back to obtain the patient's name and date of birth or account number for review.  I...

will await her response.

UCHealth strictly adheres to patient privacy laws which prevent disclosure of patient health info or billing details to a 3rd party or a public website like the Revdex.com.  The hospital address all complaints directly with patients and we make every effort to reach reasonable resolutions when we...

receive a complaint or concern from a patient. A billing manager will address this complaint directly with the patient.

University of Colorado Health strictly adheres to patient privacy laws which prevent disclosure of patient health info or billing details to a 3rd party or a public website like the Revdex.com. The hospital addresses all complaints directly with patients, and we make every effort to reach reasonable...

resolutions when we receive a complaint or concern from a patient. A billing manager will address this complaint directly with the patient.Thank you,  [redacted]

Complaint: [redacted]
I am rejecting this response because:I have never heard of First Health. The two accounts in question and sent to collections are not being paid by insurance because of a fault of University of Colorado Hospital. Are you listening? The Hospital did not speak with my insurance prior to surgery as they said they did. I traveled with my husband from Durango, Colorado and stayed in Denver for five days waiting for the Hospital to get its act together so I could have the surgery. The. Surgery didn't happen and University Hospital owes me at least for our travel expenses. I was assured that it would all be in-network and I would be expected to pay maximum out of pocket for the year. I contacted insurance prior to my arrival in denver. I was told that there was nothing more for me to. Do.I was told this by both the university surgeon and two surgery schedulers employed by the University Hospital. Are you listening? I met all  2015 financial obligations long ago. University Hospital owes me money for this fiasco. 
Sincerely,
[redacted]

The University of Colorado Hospital mailed three sets of patient statements as a courtesy. Our normal statement cycle consists of four statements with calls also being made to the patient to initiate contact.   Our initial contact with this patient was in August of 2014 when an account...

was turned to collections due to our notification of a bad address.   That  issue had been corrected and the account returned for continued billing.  The initial statements were restarted on 9-5-2014 once the account was returned from collections. The patient was offered a payment plan in November of 2014 at which time she declined.  Payments were being made; however, not monthly. As a courtesy the statement series had been restarted two additional times; on 12-30-2014 and again on 6-2-2015. Several message were left for the patient and with no response from the patient, the statement cycle completed. The account was then scheduled for collections. Payments can be continued with the collection agency; however, it would be best to have a payment plan in place.