I would like to more specifically address the concerns in this complaint, per [redacted]'s request. Our patient financial services leadership reviewed the timeline for communication and there were delays. The supervisor has addressed timeliness of response with employees. The department's notes do reflect that the home number was the number on file and that they sent an email to request an alternative number. Delay in ressonse to emails and not using the cell phone number are being addressed with staff. Leadership addresses volume per account representative to provide timely service and in your case this did not occur. For that I apologize. Our patient financial services resolves concerns with Aetna through regular telephone conference calls so in July the billing concern was resolved. There is not an EOB to reflect that discussion. According to our records, a staff member mailed the original EOB therefore I am not able to confirm the receipt of those by the patient, although I confirm that the patient financial services manager mailed the EOB again in Nov. when this complaint come to us. I apologize for any confusion on a staff member stating that an EOB from July was generated. The timeframe to resolve the insurance payments on this account are long and it is time consuming to resolve claims and mis applied payments with two insurance carriers and the volume of concerns they process. I apologize for my oversight in addressing the spouses' billing concern. The coordination of benefits between the two insurance providers resulted in the same situation as the daughter's account. The concern was resolved in the Aetna conference call in July and results in a $135 balance due by the patient.I apologize for the delays in addressing the concerns. We will learn from this experience and continue to strive for timely, well explained billing resolutions. Thank You, [redacted]
Thank you for sharing your feedback on Christiana Care's response to your concern. I apologize for the experience you have had in discussing your concerns with our billing department. It would have been helpful for you to know exactly why we declined your request for a lower fee based on your research with your insurance company. Being specific in our communication with you that the Christiana Care estimate line is available and checking with the facility in addition to your insurance is a message that would have been helpful to hear at the beginning of handling your concern. Christiana Care sends three bills before turning the bill over to collections. I apologize for your experience on this billing concern and would like to work with you to resolve the concern. I would be happy to work with you on a payment plan and withdraw this bill from collections. I will contact you to discuss a resolution. I can also be reached at [redacted] Sincerely, [redacted] Patient Experience
Thank you for reaching out to share your feedback on your patient and billing experience with Christiana Care. I would like to apologize that we did not meet your expectations. We appreciate the opportunity to learn from patient's feedback and take all concerns seriously. Our Medical Aid Unit...
does not have a contract with Independence Blue Cross, therefore we are unable to bill your insurance. Prior to treatment, patients sign a financial consent with indicates their agreement to financial responsibility in case there is not insurance coverage. I apologize you were misinformed about signage at the facility concerning what insurance we do not accept. Our leadership in both billing and at the Medical Aid Unit are re-educating staff on insurance information. In addition, the MAU is pursuing signage to better communicate with our patients. Thank you for sharing your concern. If I can be of further assistance, please do not hesitate to contact me at 733-1379. Thank you, [redacted] Patient Experience.
Thank you for the opportunity to share additional information about the labwork - both the tests conducted and the procedure for insurance coverage. We take your feedback seriously and have learned from your comments as we work with other patients to communicate clearly and effectively on tests and procedures. I apologize for the experience during the post procedure process. Christiana Care works closely with the patient and lab to process the necessary paperwork for patient consents, medical necessity documentation and serving as a liaison between the insurance company and the lab to ensure payment for the patient. The lab selected has accepted your insurance payment as payment in full for services. I apologize if you did not receive the information that the lab was out of network. The lab performs an analysis of the test sample and if results are normal, then they are able to perform a more sensitive test to provide additional information to the physician. this more indepth test is a validated tool to help in the diagnosis of certain conditions therefore is under FDA review and pending approval. I encourage you to discuss the test results specifics with your physician and would welcome the opportunity to schedule a conference call to discuss. Please let me know if any questions. Thank you so much, [redacted]
This is the worst dr office. I can never get through the line to speak to someone directly. I have called three times for them to send a referal over to my fertility specialist and they have failed To do so. When I do call and get ahold of someone to put the referal in I was hung up on. This experience has happened twice.
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 paid for the surgery via my American express card as I previously stated on August 21, 2014. Therefore why am I paying a second time. This resolution is NOT acceptable. I would like a detailed accounting for entire amount charged stating specifically why amount was charged. I would also like to see where amount I paid on August 21, 2014 was applied.
Regards,
Dear Mr. [redacted], On behalf of Christiana Care, I want to apologize for your billing experience and let you know that we take these concerns seriously. I thank you so much for the opportunity to resolve your concern and I apologize for the concern not being resolved during your initial phone calls to...
our billing department. Our Patient Financial Services has adjusted your bill due to the delay in contacting your secondary insurance to pay the remainder of your bill. We did file a secondary insurance claim but did not receive a response to the claim. Unfortunately, we did not contact you for more complete mailing information on the secondary insurance which was an oversight of our team. Please do not hesitate to contact me if you have any questions. Thank you, [redacted]
To Whom It May Concern:
Thank you for this opportunity to respond to [redacted]'s concern. Here are the results of our investigation:
The patient presented with a script, from a non-employed CCHS physician, for lab work. The services were billed to [redacted] and...
a portion of the claim was applied to her deductible. [redacted] processed the claim and [redacted] was billed as on 9-1-12. This account was combined, at her request, with other accounts in which she had already established a monthly payment plan. The account was paid in full in March 2013 and was closed and purged in our billing system. In August 2013, we received an updated script from the physician to resubmit the claim to [redacted] with an updated diagnosis code. HIMS updated the coding but unfortunately since the account had a zero balance and had again purged from the system, the corrected claim was not submitted to [redacted] until November 2013. [redacted] did reprocess the claim and made an additional payment of $133.03. Since the account was purged, the payment rejected and was pending on our rejected payment worklist. Each account on the worklist needs, research and due to the low dollar amount was not given a high priority.
As of June 17, 2014, the additional payment has been posted on account [redacted] for the August 16, 2012 lab work. In posting the additional insurance payment, the account had a credit balance, due to [redacted]' s payments. The overpayments have been moved to her other accounts in which she is currently making monthly payments. This account has not been sent to a collection agency, so there is no credit blemish.
To remedy this situation, we will do the following:
1. [redacted] will receive a statement showing her payment to the 8/16/12 lab work.
2. [redacted] will receive a statement showing where the overpayments were credited.
3. All accounts were removed from the Collections Agency and returned to Christiana Care's Billing Service. [redacted] can establish a payment plan with this department.
4. A letter of follow-up and apology will be sent to [redacted] with details of what has been done to address her concerns.
Thank you again for the opportunity to address these concerns. We are very sorry for any inconvenience that this may have caused Ms. Fahey Ieccia.
[redacted]
I would like to more specifically address the concerns in this complaint, per [redacted]'s request. Our patient financial services leadership reviewed the timeline for communication and there were delays. The supervisor has addressed timeliness of response with employees. The department's notes do reflect that the home number was the number on file and that they sent an email to request an alternative number. Delay in ressonse to emails and not using the cell phone number are being addressed with staff. Leadership addresses volume per account representative to provide timely service and in your case this did not occur. For that I apologize. Our patient financial services resolves concerns with Aetna through regular telephone conference calls so in July the billing concern was resolved. There is not an EOB to reflect that discussion. According to our records, a staff member mailed the original EOB therefore I am not able to confirm the receipt of those by the patient, although I confirm that the patient financial services manager mailed the EOB again in Nov. when this complaint come to us. I apologize for any confusion on a staff member stating that an EOB from July was generated. The timeframe to resolve the insurance payments on this account are long and it is time consuming to resolve claims and mis applied payments with two insurance carriers and the volume of concerns they process. I apologize for my oversight in addressing the spouses' billing concern. The coordination of benefits between the two insurance providers resulted in the same situation as the daughter's account. The concern was resolved in the Aetna conference call in July and results in a $135 balance due by the patient.I apologize for the delays in addressing the concerns. We will learn from this experience and continue to strive for timely, well explained billing resolutions. Thank You, [redacted]
Thank you for sharing your feedback on Christiana Care's response to your concern. I apologize for the experience you have had in discussing your concerns with our billing department. It would have been helpful for you to know exactly why we declined your request for a lower fee based on your research with your insurance company. Being specific in our communication with you that the Christiana Care estimate line is available and checking with the facility in addition to your insurance is a message that would have been helpful to hear at the beginning of handling your concern. Christiana Care sends three bills before turning the bill over to collections. I apologize for your experience on this billing concern and would like to work with you to resolve the concern. I would be happy to work with you on a payment plan and withdraw this bill from collections. I will contact you to discuss a resolution. I can also be reached at [redacted] Sincerely, [redacted] Patient Experience
Thank you for reaching out to share your feedback on your patient and billing experience with Christiana Care. I would like to apologize that we did not meet your expectations. We appreciate the opportunity to learn from patient's feedback and take all concerns seriously. Our Medical Aid Unit...
does not have a contract with Independence Blue Cross, therefore we are unable to bill your insurance. Prior to treatment, patients sign a financial consent with indicates their agreement to financial responsibility in case there is not insurance coverage. I apologize you were misinformed about signage at the facility concerning what insurance we do not accept. Our leadership in both billing and at the Medical Aid Unit are re-educating staff on insurance information. In addition, the MAU is pursuing signage to better communicate with our patients. Thank you for sharing your concern. If I can be of further assistance, please do not hesitate to contact me at 733-1379. Thank you, [redacted] Patient Experience.
Thank you for the opportunity to share additional information about the labwork - both the tests conducted and the procedure for insurance coverage. We take your feedback seriously and have learned from your comments as we work with other patients to communicate clearly and effectively on tests and procedures. I apologize for the experience during the post procedure process. Christiana Care works closely with the patient and lab to process the necessary paperwork for patient consents, medical necessity documentation and serving as a liaison between the insurance company and the lab to ensure payment for the patient. The lab selected has accepted your insurance payment as payment in full for services. I apologize if you did not receive the information that the lab was out of network. The lab performs an analysis of the test sample and if results are normal, then they are able to perform a more sensitive test to provide additional information to the physician. this more indepth test is a validated tool to help in the diagnosis of certain conditions therefore is under FDA review and pending approval. I encourage you to discuss the test results specifics with your physician and would welcome the opportunity to schedule a conference call to discuss. Please let me know if any questions. Thank you so much, [redacted]
This is the worst dr office. I can never get through the line to speak to someone directly. I have called three times for them to send a referal over to my fertility specialist and they have failed To do so. When I do call and get ahold of someone to put the referal in I was hung up on. This experience has happened twice.
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 paid for the surgery via my American express card as I previously stated on August 21, 2014. Therefore why am I paying a second time. This resolution is NOT acceptable. I would like a detailed accounting for entire amount charged stating specifically why amount was charged. I would also like to see where amount I paid on August 21, 2014 was applied.
Regards,
Dear Mr. [redacted], On behalf of Christiana Care, I want to apologize for your billing experience and let you know that we take these concerns seriously. I thank you so much for the opportunity to resolve your concern and I apologize for the concern not being resolved during your initial phone calls to...
our billing department. Our Patient Financial Services has adjusted your bill due to the delay in contacting your secondary insurance to pay the remainder of your bill. We did file a secondary insurance claim but did not receive a response to the claim. Unfortunately, we did not contact you for more complete mailing information on the secondary insurance which was an oversight of our team. Please do not hesitate to contact me if you have any questions. Thank you, [redacted]
To Whom It May Concern:
Thank you for this opportunity to respond to [redacted]'s concern. Here are the results of our investigation:
The patient presented with a script, from a non-employed CCHS physician, for lab work. The services were billed to [redacted] and...
a portion of the claim was applied to her deductible. [redacted] processed the claim and [redacted] was billed as on 9-1-12. This account was combined, at her request, with other accounts in which she had already established a monthly payment plan. The account was paid in full in March 2013 and was closed and purged in our billing system. In August 2013, we received an updated script from the physician to resubmit the claim to [redacted] with an updated diagnosis code. HIMS updated the coding but unfortunately since the account had a zero balance and had again purged from the system, the corrected claim was not submitted to [redacted] until November 2013. [redacted] did reprocess the claim and made an additional payment of $133.03. Since the account was purged, the payment rejected and was pending on our rejected payment worklist. Each account on the worklist needs, research and due to the low dollar amount was not given a high priority.
As of June 17, 2014, the additional payment has been posted on account [redacted] for the August 16, 2012 lab work. In posting the additional insurance payment, the account had a credit balance, due to [redacted]' s payments. The overpayments have been moved to her other accounts in which she is currently making monthly payments. This account has not been sent to a collection agency, so there is no credit blemish.
To remedy this situation, we will do the following:
1. [redacted] will receive a statement showing her payment to the 8/16/12 lab work.
2. [redacted] will receive a statement showing where the overpayments were credited.
3. All accounts were removed from the Collections Agency and returned to Christiana Care's Billing Service. [redacted] can establish a payment plan with this department.
4. A letter of follow-up and apology will be sent to [redacted] with details of what has been done to address her concerns.
Thank you again for the opportunity to address these concerns. We are very sorry for any inconvenience that this may have caused Ms. Fahey Ieccia.
[redacted]