On behalf of Christiana Care, I thank you for sharing your feedback on your billing experienceWe take patient feedback very seriously and I apologize for not meeting your expectation for communication and documentationWe followed up on the concerns you shared and the extensive documentation you
detailed and have learned from your feedbackChristiana Care billing department has adjusted the $balance due and removed any negative documentation from your credit reportTimely and accurate communication with patients is important and we did not followup with you in a timely mannerWe have shared your feedback with several areas in billing so that we will improve our customers satisfaction and confidence in our billing departmentIf you have additional questions or concerns, please feel free to contact me at *** *** *** *** *** *** ***
On behalf of Christiana Care, I have attached additional paperwork to help show how the $advance payment was appliedOn Page of the attachment, is account *** shows the cosmetic portion of the surgery and is a package price for the patientYour payment of $was applied to that account, ***-to cover portions of the facility and anesthesia charges during the surgeryOn page of the account statement, ***-1, the payments/adjustments applies your deposit of $in addition to the BCBS payments, leaving you a $balance dueI hope that this document resolves your concernI can be reached at ***if any questionsThank you so much, *** *** Patient Experience
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
I was not provided a cycle of bills, only two arrived before the collection notice. Additionally, I feel as though my inquiry into why consideration would not be given was handled inappropriately and ineffectively. To just be told 'because the manager who reviewed it said it would not be' is not acceptable
Regards,
To Whom It May Concern:
Thank you for the opportunity to respond to *** ***'s concerns related to the actions taken by our *** *** ***. In consultation with the leadership of this department, the following has been done to address and resolve this issue:
/>
Follow up with VARO/BYL (CCHS' billing and collections services) was conducted to determine why this was not corrected and more importantly why *** *** never received a return call. The bill for her son was sent to Collections due to the wrong address. VARO was informed to return the account from Collections, remove this from her credit report, and send statements to the correct address. As a result of this event, we have implemented a process with our customer service team, to escalate all supervisor calls immediately, while the patient is on the phone. VARO does not tell patients that they will receive a return call unless it is from the escalated supervisor/manager stating research needs to be done
Thank you again for this opportunity to addres this matter and we are very sorry for any inconvenience or anxiety this may have caused *** ***. We apologize greatly for this
I appreciate you reaching out to share your concernThe *** *** Aid Unit is in a facility where Christiana Care has a numerous of services but the Medical Aid Unit itself is not a Christiana Care serviceIt is a separate organization with separate billingThe information you shared in
your email for the contact information to the *** *** Aid unit is correct - you can contact *** *** ** *** *** *** *** *** *** *** *** ***
On behalf of Christiana Care, I would like to thank you forsharing your billing concern with usWe take patient feedback seriously andwant to work with you to resolve your concernWhen Christiana Care billed yourinsurance company for your wife’s two dates of service, our claim
noted yourwife as the patient and you as the subscriberWe will send you these documentsfor your reviewPer the insurance company’s request, Christiana Careresubmitted the claims to be processed accuratelyThe May, date ofservice was reprocessed in The November, date of service wasresubmitted last week and the insurance company will send a revised EOB andreprocess the claimThe amount due on this claim will be based on yourinsurance plan, including deductibles and co-insuranceWe have placed a holdon the account since the balance due went to collectionsWe will send a letter to ensure your credit report does not have a blemishYou will receive a new bill for the amount due for this date of servicePlease feel free to contact me at 3*** for any questionsThank you, *** *** *** ***
Christiana Care takes patient feedback as an opportunity to learn from your experienceI apologize that your experience in the emergency department did not meet your expectationsWe certainly want to work with you to resolve your billing concern in addition to sharing the actions we implemented after we received your feedback. During staff meetings, we share patient feedback and reminded staff that they are permitted to infom patients they will be billed for any services rendered. We reviewed the charges you were assessed and confirm that they reflect the care you received for the initial nursing assessment. Christiana Care is willing to work with you to send the appropriate paperwork to reverse any blemish on your credit report and have you establish a payment plan to complete your balance dueI would be happy to connect you with the appropriate staff member to handle that for youI can be reached at 3*** ** *** *** *** *** for patient financial accounting.On behalf of the emergency department leadership and their thorough review of your concern, I apologize that your experience did not meet your expectations.Thank you, *** *** *** ***
Dear
*** **,
On
behalf of Christiana Care, I would like to apologize for the experience you
have had with our Patient Financial Services departmentWe take patient
concerns very seriously and appreciate you taking the time to share with us
your
feedbackIn accordance with the Christiana
Care Health System Refund Policy, when a patient has over paid on an account, the
overpayment will then be transferred to their account with an outstanding balance Patient Financial Services
transferred your overpayment of $
to the outstanding account balance and your entire account balance is zeroThe bill you received for $was an
error on our part in that the transfer had
already been completedI apologize for the delay in the communication and
paperwork to resolve your concernPlease do not hesitate to contact me at
*** if you have any additional concernsThank you, *** ***
To Whom This May Concern:
Thank you for the opportunity to address *** *** cocnerns and we are very sorry for any inconvenience that this may have casued her. Here are the results of my review:
The mail was returned as a bad address which is why only the
patient did not receive billing statementsShe called CCHS Billing Department stating she was applying for a mortgage and had paid the accounts with our Collections Department. These outstanding debts were removed from her credit and a letter confirming this was sent to *** ***. The address is correctIt appears the issue was that there was not a space between the house number and the ‘A’ which triggered the mail to be returnedI understand that *** *** has spoken with our billing department on 04/18/and all of this was reviewed. The balance was paid in full and the credit bureaus have all been contacted with the updated status of the account
We will be working very closely with Leadership of our Patient Financial Services to ensure quality assurance on outgoing bills and statements for address acuracy. We understand completely the anxiety that this may cause especially when applying for mortgagesThank you for the opportunity again to review our processes to ensure we are providing excellent customer service
Please let me know if I can be of any further assistance
Respectfully,
*** ** *** *** *** *** ***
On behalf of Christiana Care, I would like to share a review of the billing concern from *** ***The 9/2/surgery was both a medical and cosmetic surgery therefore the payment of $was for the cosmetic surgery package priceThe patient bill for $is the medical portion of the
surgery, therefore the previous payment of $is a separate chargeI apologize for any confusion or communication in regards to this billIf you have any questions, please do not hesitate to contact me at 733-Thank you, *** *** Director, Patient Experience
On behalf of Christiana Care, I would like to apologize for your experience with our billing department and physician practice. We take patient feedback seriously and have reflected on what you shared with us as a learning opportunity for how we can better serve our patients. We have thoroughly...
researched your concern and have adjusted your balance due to zero in addition to sending paperwork to the credit reporting agency to ensure your record does not have a blemish due to your Christiana Care information. The $55 balance has been removed from your credit report - it was the total of several co-pays due for appointments. I acknowledge our physician office did not provide timely and accurate information as we sent bills to an old address and did not file the Medicaid information in a timely manner. I have shared your feedback with both our billing Department and Family Medicine Office. I hope this provides you the assurance that all issues have been addressed. If you have additional questions or concerns, please do not hesitate to contact me at [redacted]
On behalf of Christiana Care, I would like to apologize for the miscommunication and delays during [redacted]'s billing experience. Christiana Care worked closely with Aetna after they processed the claim as if they were the primary insurance. The EOBs were mailed to the patient on the receipt of...
this complaint and I am able to mail or email them if the patient does not have them at this time. The EOBs are dated October, 2103. Christiana Care works with Aetna through conference calls and in July 2014 we resolved the coordination of benefit for this billing concern. Christiana Care's Patient Financial Accounting has reviewed [redacted]'s account has a zero balance and the coordination of benefits were applied accurately. Christiana Care appreciates feedback from patients and families so that we can learn from these experiences. Timely emails, calls and thorough explanations of concerns is our goal. Please do not hesitate to contact me for any questions. Thank You, [redacted]
I wanted to followup with you on this concern and would be happy to discuss with you by phone. In Mr. [redacted]’s original complaint he noted that he was double billed, had money refunded and the rebilled. We have not received any documentation from him on this portion of his concern and do not have anything in our records to collaborate his concern. I stated that it would be helpful for him to share those documents to bring his concern to full resolution. Since he states “I will be forwarding further documentation to Christiana Care” I did not realize I had a pending action. I can respond to his last statement so that it is well documented we are waiting to hear from him. Thank you for your feedback on that plan or please give me a call to discuss. Thank you, [redacted] [redacted]
[redacted]
[redacted]
[redacted]
[redacted]
On behalf of Christiana Care, I would like to respond to your concern about your patient experience and billing associated with your recent emergency department visit. We take patient feedback very seriously and conducted a thorough review of your concern. Our emergency department quality...
improvement team reviewed your concern on two occasions. The feedback on your conversations with the staff concerning your wait time was very helpful and we used this as an opportunity to educate staff on improving the patient's experience. We also reviewed the charges you were assessed and confirm that they reflect the care you received for the initial nursing assessment. The insurance payment will stand as is. In light of your concern, we would be willing to work with you to send the appropriate paperwork to reverse any blemish on your credit report and have you establish a payment plan to complete your balance due. I would be happy to connect you with the appropriate staff member to handle that for you. I can be reached at [redacted] for patient financial accounting. I apologize that your experience did not meet your expectations. It is our commitment to provide the best possible care; therefore I hope this response provide you the assurance that all issues brought forth were thoroughly evaluated. Thank you, [redacted]
Thank you for reaching out to Christiana Care to share your billing experience. We take your feedback seriously and want to work with you to resolve your concern. I apologize that your experience did not meet your expectations for handling your concern. I appreciate your payment of the balance...
and due to the miscommunication, Christiana Care has requested the credit agency remove any late payment reference for this bill on your credit record. Please feel free to contact me if you have any questions or concerns. I can be reached at [redacted]
Dear Ms. [redacted], Thank you for sharing your concern about the experience you had in the emergency department and the bill you received for that visit. Christiana Care takes your feedback very seriously and I apologize that your experience did not meet your expectations. I welcome the opportunity...
to work with you on several options you can pursue to address your concerns. - The bill/charges you are disputing are from Doctors for Emergency Services, a separate organization of physicians, who provide physician care in the Christiana Care Emergency Departments. You can call them at [redacted] to discuss their charges for services.
- You shared a concern about whether you were seen by a physician. Both Christiana Care and DFES can provide documentation that you were seen by a physician assistant and all care is under a physician as well. You also shared a concern about what the medical care. If you would like a clinical review of your care, Christiana Care would be more than willing to do so on your behalf.
- You shared that you would like the charges reduced. DFES would have to make that decision so you will need to contact them. If you would like to apply for financial assistance you can do so through Christiana Care and DFES will offer the same discount to your bill that we would apply based on your income and ability to pay.
In followup to our conversation, I will email you the financial assistance form for completion for consideration of a discount. Christiana Care and DFES work closely together, so please do not hesitate to contact me after you receive the financial assistance form or if you have questions after contacting DFES. Thank you, [redacted]
To Whom It May Concern:
Thank you for this opportunity to address [redacted] concerns. We are very sorry for any distress or incovenience that this matter has caused.
This author had the opportunity to speak with [redacted] to review this matter. A refund...
in the amount of $462.50 was processed on Friday, 3/14/2014 and was mailed on that same date. [redacted] inquired about several other bills in which she made one total payment for and wanted to know the breakout for each of these bills and how payment was applied. This author is in the process of obtaining all of this information and will mail to [redacted] when ready.
There is one outstanding bill from July 3, 2013 that her insurance has not processed. Once this occurs, we will ascertain if another refund is warranted and will make these arrangements at that time.
Thank you again and please extend our truest apologies to [redacted] for the delay in processing and resolving this refund.
On behalf of Christiana Care I would like to apologize for your patient and billing experience. I discussed your concern with the physician and billing office and would like to work with you to resolve this concern. The physician shared that for all patients, she asks...
about any patient concerns first to ensure they are addressed in a timely manner. It is often difficult to address both the medical concern and the required elements for a full annual physical in the same visit. The physician shared that she did provide a referral to a specialist for the concern addressed and therefore the physician coded the visit as an office visit. Since she completed most of the annual exam elements, the physician did attempt to re-code the visit. Chrsitiana Care is required to adhere to strict guidelines for coding visits and there was no other code that could be billed based on what was done in the office and documented in your medical record. I apologize that the communications with the office did not resolve your concern. I'd be happy to work with you to set up a payment plan and once that is initiated Christiana Care will contact the collections agency to make them aware of the payment arrangements. Please do not hesitate to contact me at any time for assistance. I can be reached at [redacted] Thank you, [redacted], Patient Experience
On behalf of Christiana Care, I thank you for sharing your feedback on your billing experienceWe take patient feedback very seriously and I apologize for not meeting your expectation for communication and documentationWe followed up on the concerns you shared and the extensive documentation you
detailed and have learned from your feedbackChristiana Care billing department has adjusted the $balance due and removed any negative documentation from your credit reportTimely and accurate communication with patients is important and we did not followup with you in a timely mannerWe have shared your feedback with several areas in billing so that we will improve our customers satisfaction and confidence in our billing departmentIf you have additional questions or concerns, please feel free to contact me at *** *** *** *** *** *** ***
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
On behalf of Christiana Care, I have attached additional paperwork to help show how the $advance payment was appliedOn Page of the attachment, is account *** shows the cosmetic portion of the surgery and is a package price for the patientYour payment of $was applied to that account, ***-to cover portions of the facility and anesthesia charges during the surgeryOn page of the account statement, ***-1, the payments/adjustments applies your deposit of $in addition to the BCBS payments, leaving you a $balance dueI hope that this document resolves your concernI can be reached at ***if any questionsThank you so much, *** *** Patient Experience
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
I was not provided a cycle of bills, only two arrived before the collection notice. Additionally, I feel as though my inquiry into why consideration would not be given was handled inappropriately and ineffectively. To just be told 'because the manager who reviewed it said it would not be' is not acceptable
Regards,
To Whom It May Concern:
Thank you for the opportunity to respond to *** ***'s concerns related to the actions taken by our *** *** ***. In consultation with the leadership of this department, the following has been done to address and resolve this issue:
/>
Follow up with VARO/BYL (CCHS' billing and collections services) was conducted to determine why this was not corrected and more importantly why *** *** never received a return call. The bill for her son was sent to Collections due to the wrong address. VARO was informed to return the account from Collections, remove this from her credit report, and send statements to the correct address. As a result of this event, we have implemented a process with our customer service team, to escalate all supervisor calls immediately, while the patient is on the phone. VARO does not tell patients that they will receive a return call unless it is from the escalated supervisor/manager stating research needs to be done
Thank you again for this opportunity to addres this matter and we are very sorry for any inconvenience or anxiety this may have caused *** ***. We apologize greatly for this
I appreciate you reaching out to share your concernThe *** *** Aid Unit is in a facility where Christiana Care has a numerous of services but the Medical Aid Unit itself is not a Christiana Care serviceIt is a separate organization with separate billingThe information you shared in
your email for the contact information to the *** *** Aid unit is correct - you can contact *** *** ** *** *** *** *** *** *** *** *** ***
On behalf of Christiana Care, I would like to thank you forsharing your billing concern with usWe take patient feedback seriously andwant to work with you to resolve your concernWhen Christiana Care billed yourinsurance company for your wife’s two dates of service, our claim
noted yourwife as the patient and you as the subscriberWe will send you these documentsfor your reviewPer the insurance company’s request, Christiana Careresubmitted the claims to be processed accuratelyThe May, date ofservice was reprocessed in The November, date of service wasresubmitted last week and the insurance company will send a revised EOB andreprocess the claimThe amount due on this claim will be based on yourinsurance plan, including deductibles and co-insuranceWe have placed a holdon the account since the balance due went to collectionsWe will send a letter to ensure your credit report does not have a blemishYou will receive a new bill for the amount due for this date of servicePlease feel free to contact me at 3*** for any questionsThank you, *** *** *** ***
Christiana Care takes patient feedback as an opportunity to learn from your experienceI apologize that your experience in the emergency department did not meet your expectationsWe certainly want to work with you to resolve your billing concern in addition to sharing the actions we implemented after we received your feedback. During staff meetings, we share patient feedback and reminded staff that they are permitted to infom patients they will be billed for any services rendered. We reviewed the charges you were assessed and confirm that they reflect the care you received for the initial nursing assessment. Christiana Care is willing to work with you to send the appropriate paperwork to reverse any blemish on your credit report and have you establish a payment plan to complete your balance dueI would be happy to connect you with the appropriate staff member to handle that for youI can be reached at 3*** ** *** *** *** *** for patient financial accounting.On behalf of the emergency department leadership and their thorough review of your concern, I apologize that your experience did not meet your expectations.Thank you, *** *** *** ***
Dear
*** **,
On
behalf of Christiana Care, I would like to apologize for the experience you
have had with our Patient Financial Services departmentWe take patient
concerns very seriously and appreciate you taking the time to share with us
your
feedbackIn accordance with the Christiana
Care Health System Refund Policy, when a patient has over paid on an account, the
overpayment will then be transferred to their account with an outstanding balance Patient Financial Services
transferred your overpayment of $
to the outstanding account balance and your entire account balance is zeroThe bill you received for $was an
error on our part in that the transfer had
already been completedI apologize for the delay in the communication and
paperwork to resolve your concernPlease do not hesitate to contact me at
*** if you have any additional concernsThank you, *** ***
To Whom This May Concern:
Thank you for the opportunity to address *** *** cocnerns and we are very sorry for any inconvenience that this may have casued her. Here are the results of my review:
The mail was returned as a bad address which is why only the
patient did not receive billing statementsShe called CCHS Billing Department stating she was applying for a mortgage and had paid the accounts with our Collections Department. These outstanding debts were removed from her credit and a letter confirming this was sent to *** ***. The address is correctIt appears the issue was that there was not a space between the house number and the ‘A’ which triggered the mail to be returnedI understand that *** *** has spoken with our billing department on 04/18/and all of this was reviewed. The balance was paid in full and the credit bureaus have all been contacted with the updated status of the account
We will be working very closely with Leadership of our Patient Financial Services to ensure quality assurance on outgoing bills and statements for address acuracy. We understand completely the anxiety that this may cause especially when applying for mortgagesThank you for the opportunity again to review our processes to ensure we are providing excellent customer service
Please let me know if I can be of any further assistance
Respectfully,
*** ** *** *** *** *** ***
On behalf of Christiana Care, I would like to share a review of the billing concern from *** ***The 9/2/surgery was both a medical and cosmetic surgery therefore the payment of $was for the cosmetic surgery package priceThe patient bill for $is the medical portion of the
surgery, therefore the previous payment of $is a separate chargeI apologize for any confusion or communication in regards to this billIf you have any questions, please do not hesitate to contact me at 733-Thank you, *** *** Director, Patient Experience
On behalf of Christiana Care, I would like to apologize for your experience with our billing department and physician practice. We take patient feedback seriously and have reflected on what you shared with us as a learning opportunity for how we can better serve our patients. We have thoroughly...
researched your concern and have adjusted your balance due to zero in addition to sending paperwork to the credit reporting agency to ensure your record does not have a blemish due to your Christiana Care information. The $55 balance has been removed from your credit report - it was the total of several co-pays due for appointments. I acknowledge our physician office did not provide timely and accurate information as we sent bills to an old address and did not file the Medicaid information in a timely manner. I have shared your feedback with both our billing Department and Family Medicine Office. I hope this provides you the assurance that all issues have been addressed. If you have additional questions or concerns, please do not hesitate to contact me at [redacted]
On behalf of Christiana Care, I would like to apologize for the miscommunication and delays during [redacted]'s billing experience. Christiana Care worked closely with Aetna after they processed the claim as if they were the primary insurance. The EOBs were mailed to the patient on the receipt of...
this complaint and I am able to mail or email them if the patient does not have them at this time. The EOBs are dated October, 2103. Christiana Care works with Aetna through conference calls and in July 2014 we resolved the coordination of benefit for this billing concern. Christiana Care's Patient Financial Accounting has reviewed [redacted]'s account has a zero balance and the coordination of benefits were applied accurately. Christiana Care appreciates feedback from patients and families so that we can learn from these experiences. Timely emails, calls and thorough explanations of concerns is our goal. Please do not hesitate to contact me for any questions. Thank You, [redacted]
I wanted to followup with you on this concern and would be happy to discuss with you by phone. In Mr. [redacted]’s original complaint he noted that he was double billed, had money refunded and the rebilled. We have not received any documentation from him on this portion of his concern and do not have anything in our records to collaborate his concern. I stated that it would be helpful for him to share those documents to bring his concern to full resolution. Since he states “I will be forwarding further documentation to Christiana Care” I did not realize I had a pending action. I can respond to his last statement so that it is well documented we are waiting to hear from him. Thank you for your feedback on that plan or please give me a call to discuss. Thank you, [redacted] [redacted]
[redacted]
[redacted]
[redacted]
[redacted]
The people in appointments will give you an appointment date and then say they never did.
On behalf of Christiana Care, I would like to respond to your concern about your patient experience and billing associated with your recent emergency department visit. We take patient feedback very seriously and conducted a thorough review of your concern. Our emergency department quality...
improvement team reviewed your concern on two occasions. The feedback on your conversations with the staff concerning your wait time was very helpful and we used this as an opportunity to educate staff on improving the patient's experience. We also reviewed the charges you were assessed and confirm that they reflect the care you received for the initial nursing assessment. The insurance payment will stand as is. In light of your concern, we would be willing to work with you to send the appropriate paperwork to reverse any blemish on your credit report and have you establish a payment plan to complete your balance due. I would be happy to connect you with the appropriate staff member to handle that for you. I can be reached at [redacted] for patient financial accounting. I apologize that your experience did not meet your expectations. It is our commitment to provide the best possible care; therefore I hope this response provide you the assurance that all issues brought forth were thoroughly evaluated. Thank you, [redacted]
Thank you for reaching out to Christiana Care to share your billing experience. We take your feedback seriously and want to work with you to resolve your concern. I apologize that your experience did not meet your expectations for handling your concern. I appreciate your payment of the balance...
and due to the miscommunication, Christiana Care has requested the credit agency remove any late payment reference for this bill on your credit record. Please feel free to contact me if you have any questions or concerns. I can be reached at [redacted]
Dear Ms. [redacted], Thank you for sharing your concern about the experience you had in the emergency department and the bill you received for that visit. Christiana Care takes your feedback very seriously and I apologize that your experience did not meet your expectations. I welcome the opportunity...
to work with you on several options you can pursue to address your concerns. - The bill/charges you are disputing are from Doctors for Emergency Services, a separate organization of physicians, who provide physician care in the Christiana Care Emergency Departments. You can call them at [redacted] to discuss their charges for services.
- You shared a concern about whether you were seen by a physician. Both Christiana Care and DFES can provide documentation that you were seen by a physician assistant and all care is under a physician as well. You also shared a concern about what the medical care. If you would like a clinical review of your care, Christiana Care would be more than willing to do so on your behalf.
- You shared that you would like the charges reduced. DFES would have to make that decision so you will need to contact them. If you would like to apply for financial assistance you can do so through Christiana Care and DFES will offer the same discount to your bill that we would apply based on your income and ability to pay.
In followup to our conversation, I will email you the financial assistance form for completion for consideration of a discount. Christiana Care and DFES work closely together, so please do not hesitate to contact me after you receive the financial assistance form or if you have questions after contacting DFES. Thank you, [redacted]
To Whom It May Concern:
Thank you for this opportunity to address [redacted] concerns. We are very sorry for any distress or incovenience that this matter has caused.
This author had the opportunity to speak with [redacted] to review this matter. A refund...
in the amount of $462.50 was processed on Friday, 3/14/2014 and was mailed on that same date. [redacted] inquired about several other bills in which she made one total payment for and wanted to know the breakout for each of these bills and how payment was applied. This author is in the process of obtaining all of this information and will mail to [redacted] when ready.
There is one outstanding bill from July 3, 2013 that her insurance has not processed. Once this occurs, we will ascertain if another refund is warranted and will make these arrangements at that time.
Thank you again and please extend our truest apologies to [redacted] for the delay in processing and resolving this refund.
On behalf of Christiana Care I would like to apologize for your patient and billing experience. I discussed your concern with the physician and billing office and would like to work with you to resolve this concern. The physician shared that for all patients, she asks...
about any patient concerns first to ensure they are addressed in a timely manner. It is often difficult to address both the medical concern and the required elements for a full annual physical in the same visit. The physician shared that she did provide a referral to a specialist for the concern addressed and therefore the physician coded the visit as an office visit. Since she completed most of the annual exam elements, the physician did attempt to re-code the visit. Chrsitiana Care is required to adhere to strict guidelines for coding visits and there was no other code that could be billed based on what was done in the office and documented in your medical record. I apologize that the communications with the office did not resolve your concern. I'd be happy to work with you to set up a payment plan and once that is initiated Christiana Care will contact the collections agency to make them aware of the payment arrangements. Please do not hesitate to contact me at any time for assistance. I can be reached at [redacted] Thank you, [redacted], Patient Experience