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(The following was copy/paste by Revdex.com staff - ***)***From: *** *** ***>Date: Thu, Aug 10, at 11:PMSubject: Re: Complaint #***To: *** *** ***>***,Can you please add the attached documentation to the complaint?1) Dr*** 10/19/office note dictating the three ordered labs2) Itemized bill showing charges for duplicate and non-ordered labs3) EOBs showing "OUT-OF-NETWORK" billingThanks,*** ***

August 1, Revdex.com Euclid Ave, 4th FL Cleveland, Ohio 44115-Attn: *** *** Complaint Number: *** Patient Name: *** *** Patient Account # *** Dear Ms
***, This letter is in response to a complaint filed with your office by *** *** on behalf of her spouse, patient *** W***We hope you find the following information to be helpfulPlease know we take your concerns seriously and strive to provide World Class Care For each procedure of *** with perfusion of *** drug the patient was charged $Each treatment was billed in standard fashion with two components: professional and facility (or technical)The professional charge for the procedure is $and the facility charge for procedure is $ Sometimes, patients see the prices and experience sticker shockI’m sorry if that has been your experience as a patientOur prices are in alignment with the national average for larger diagnostic centersTechnical, or facility, charges reflect the cost to run our facilities at high standards, including operational costs, non-physician staff, equipment and supplies The balances the patient is billed for by Cleveland Clinic are an outcome of correct insurance process from our standard method of billingThe patient has coinsurance, which is part of the annual out of pocket cost described in his insurance contractFor each technical charge of $for the procedure 69801, the patient experienced a $coinsurance Patients are typically handed a notification describing our billing method for technical/facility fees, at least once per yearWhen I investigated the document tracking system, I found that Mr*** was not given the notification at his *** appointmentBecause this notice was not given, I agree that Mr*** would not have been informed regarding the potential insurance outcomes for subsequent visits On the basis of this lapse in proper notification to the patient, I am granting the patient’s request to adjust the charges for two of the three visitsThe patient has not paid the coinsurance of $related to the technical charge on 04/07/I have adjusted this balance from the patient account and notified the collection agency *** *** to cease collection on this item The patient has not fully paid the balance from 03/31/16, so I have adjusted the coinsurance of $and requested a refund of patient payments made toward that balance in the amount of $The refund will process in 2-weeks as a paper checkI have also notified *** *** to cease collection on the remaining $from that date of service If you have any additional questions or concerns, please feel free to call directly from 8:a.mto p.mEST weekdays 216-445-Thank you for providing me with the opportunity to investigate the above complaint Respectfully, Christine J*** Financial Ombudsman Revenue Cycle Management, CCHS Cc: ***, *** *Cc: ***, *** Need help paying your medical bills? Call or go to www.ccf.org/financialassistance for information on our financial assistance policy

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 appreciate the response from Cleveland Clinic and realize that they are not interested in addressing their issue with regard to poor time allotments to get the necessary authorizations for client proceduresPerhaps a lawsuit will wake them up when someone is denied critical care because of their broken processBe accountable and look into the systemMy issue is over make sure you don't allow another patient to experience the same thing by acknowledging you have an issue and discontinue pushing it on to the patient to understand the procedureYou don't give your staff enough time to do their jobs by putting reviews in their cues days before a procedureThis is an unacceptable practice.Very disappointed but see that it is obviously not a concern for the organization
Regards,
*** ***

Revdex.comEuclid Ave 4th FloorCleveland OH 44115-2408Complaint Number: ***Re: *** ***CC# ***Dear Ms***,This letter is in response to the complaint filed with your office, by Mr*** with regard toabove patient’s account.I would first like to extend my
sincere apology for any frustration this may have causedA thorough review has been completed of ***’s account.Per my review, it has been determined that there have been instances where charges were billed to Mr*** before being submitted to his insurance; this resulted in Mr***contacting our Customer Service department to have this situation correctedAt this time, all open charges for ***’s account have been submitted to Mr***’s insurance.Due to the continuous issues related to Mr***’s insurance not being billed in a timely-manner, the patient’s account will now be monitored monthly prior to the billing statementgenerating to ensure all charges have been submitted to insurance appropriately before transferring to patient liability.Once again, my sincere apology for any frustration this may have causedThank you for contacting the Financial Ombudsman office to assist with this patient’s concernPlease feel freeto contact our office at 216-445-should you require further assistance.Best regards,Sonya W***Financial Ombudsman RCM

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
Regards,
*** ***

Good Morning, We are in receipt of this complaint which had been addressed with the patient on 6-16- We spoke to the patient by letter and sent her a grievance letter with regard to the “lack of customer service” Complaint has been closed in our office

June 22, 2016Revdex.comEuclid Avenue 4th FloorCleveland, Ohio 44115-2408Attn: *** ***Complaint Number: ***Patient Name: *** ***Patient Account #***Dear Ms***, This letter is in response to a complaint filed by *** *** with
your office on May 31, The complaint was sent to the Financial Ombudsman department to review and respond back to you..I would first like to offer my sincere apology for any frustration this may have caused Mr.***I understand the billing concerns have caused much unwarranted distress and difficulty.A thorough review of the patient’s account was performed and an error was identifiedMr ***s received a bill for $in December of stemming from the date of service 11/30/The patient paid this on 01/02/in full.The amount due for the hospital charge was $This portion of his payment applied to the Physician component creating a credit in that amount, while the balance continued to be due on the hospital chargeUnfortunately the balance on the hospital system automatically transitioned out for collections.We have transferred $correctly and contacted The Revenue Group to stop all collection activity on this accountThe account reflects a zero balanceIn this instance, Cleveland Clinic Health System will not impact Mr***’s credit rating. Once again, we sincerely apologize for any inconvenience the patient experienced in trying to resolve this matter and thank you for allowing us the opportunity to investigate Mr..***’s concerns.Respectfully,Kathy R***

Cleveland Clinic May 16, 2016 Revdex.com Euclid Avenue 4th Floor Cleveland OH 44115-2408 Complaint Number: *** CCF: *** Dear Ms***, This letter is in response to the clarification requested, with regard to Mrs***'s outstanding balance. As stated in my initial response, per the insurance representative from United HealthCare, patient responsibility for date of service 08/04/is $615.53, of that $applied towards the patient's deductible. The explanation of benefits attached to this complaint states patient liability to Cleveland Clinic is $and of that $applied towards patient deductibleThe insurance representative from United HealthCare also stated there was no additional processing of the claim lowering the patient liability from $to any other amount. To reiterate, if Mrs*** made a payment of $she would still owe the collection company $531.93. Thank you for allowing the Financial Ombudsman office to assist with this patient's concernPlease feel free to contact our office at 216-445-should you require further assistance. Best regards, Sonya W*** Financial Ombudsman RCM

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. This bill was from the time I was in hillcrest er and a non cleveland clinic doctor saw me which I still do not understand how a non cleveland clinic doctor can work at cleveland clinic They told me they will write off bill so.as long as that happens then okay
Regards, *** ***

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 informed of how much these charges would be before my office visitIt's unacceptable to say that this is the way the Clinic has been billing for years, so that makes it acceptableThe truth of the matter is that I was billed in serious excess of my expected costs, I wasn't informed that this would happen, even though The Clinic seems very aware that additional billing will occur, and have not received a response to my formal grievanceI have talked to the Clinic, I'e also talked to my insurance company which continues to content that these charges are billed incorrectly for their purposesIf you plan on charging people times their copay, you should be letting them know ahead of time.
Regards,
*** ***

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
As we have gone through this process, it is clear that Hillcrest Hospital has control over the documentation relating to my hospital stay and the nature of the infection.However, this leaves open the issue of the lack of treatment during my initial visit to the Hillcrest Emergency room on 12/5/16. The Hillcrest's response says that there was no treatment because I was having general pain, rather than pain centered in my left hipThey also said that I only visited my family Doctor four days later because the pain got worse.Both of these statements are falseI have a copy of the trip report from the Bainbridge Township ambulance that brought me to Hillcrest hospital on 12/5. That report states that I had pain in my left hip, at a level of out of 10, that started at the same time as the chills and shaking. The ambulance report also states that this information about my condition was communicated to Hillcrest hospitalAt that time, my pain level was already high. I went to my Doctor days later because my pain had not improved, not, as the Clinic claimed ,that my pain got worse. I waited for four days to see my Doctor because the Emergency room gave me the impression that my situation was not serious, and would improveI went to my Doctor when it was obvious that I was not seeing any improvement. I am reluctant to post a copy of the ambulance report on your website because it contains personal informationHowever, I will be happy to show the ambulance report, in person, to anyone that needs to see it.The dismissal of my symptoms and the lack of treatment by the Emergency room at Hillcrest hospital caused a delay of days before I received any actual treatment, after seeing my family Doctor, who diagnosed the infection with a simple X-rayThis delay cause me days of extreme discomfort. It also caused me to delay by a week my starting a new job, and the loss of one weeks pay. I believe that Hillcrest Hospital bears responsibility for the delay in my treatment
Regards,
*** ***

Good afternoon,I have attached our response to complaint # ***.Thanks,Sonya

PLEASE FORWARD THIS COMPLAINT TO THE CLEVELAND CLINIC MEDICAL OMBUDSMEN FOR THEIR REVIEWFINANCIAL OMBUDSMAN REVIEW IS COMPLETETHANK YOU!! - CJARRETT July 3, 2017 Revdex.comEuclid Ave, 4th FLCleveland, Ohio 44115-2408Attn: *** *** Revdex.com
Complaint Number: ***Patient Name: *** ***Patient Account # *** Dear Ms***, This letter is in response to a complaint filed with your office by *** ***, spouse of patient *** ***This complaint was received in the Financial Ombudsman unit on July 3, I have reviewed patient’s balancesHer insurance company was contacted, call reference # *** confirmed that the claims were processed according to the patient’s in network benefitsCCF is billing the patient for correct deductible amounts Itemized statements have been requested for reference #*** and #***They will arrive by mail to the patient’s address of record. All other points listed in the patient’s spouse’s complaint will require the review of the Cleveland Clinic’s Medical Ombudsman unit Our efforts are focused on bringing all aspects of each patient encounter to a level of World Class CareIf you have any additional questions or concerns, please feel free to call me directly at 216.***. Respectfully, Christine J*** Financial Ombudsman Cc: *** ***Cc: *** ***

January 18, 2017 Revdex.com Euclid Avenue 4th Floor Cleveland OH 44115-2408 Complaint Number: *** Patient Name: *** *** *** *** Dear *** ***, This letter is in response to the complaint filed with your office by *** ***, with
regard to patient liability for services rendered on October st 2014. A thorough review of *** ***’s account has been completedI also contacted *** ***’s insurance carrier, *** *** to verify patient liabilityPer my review, it has been determined that all charges were billed correctly to *** *** and patient liability, applying towards patient’s coinsurance is $1675.10. With regard to *** ***’s medication question, an itemized statement is being mailed to *** *** for his reviewPer the explanation of benefits from *** *** only $applied towards patient medicationThe remaining $applied towards *** ***’s co-insurance for the actual surgery. Additionally, per review of *** ***’s account balance; of the $originally due, *** *** has paid $The remaining patient balance of $remains outstandingAlthough we understand *** ***’s frustration; *** *** has reiterated *** *** is liable for the outstanding balance. Thank you for contacting the Financial Ombudsman office to assist with this patient’s concernsPlease feel free to contact our office at 216-445-should you require further assistance. Best regards, Sonya W*** Financial Ombudsman, RCM

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. Thank you for your quick response as I have been trying to discuss this with CC and it seems they have all passed me on to several people that are unable to help. I appreciate the discount you have provided and will know next time that the estimate is not a firm amount. I will call you with my credit card to pay the total of $balance. Upon receipt of payment, I would appreciate a statement from CC with a $balance. In addition, would it be possible to have the pathology report sent to me since I am paying for it.Again thank you for the discount, I am very appreciative of your help
Regards,
*** ***

December 19, 2017 Revdex.comEuclid Ave, 4th FlCleveland, Ohio 44115-2408Attn: *** *** Complaint Number: *** Patient Name: *** * *** Patient Account #*** Dear Mr***, This letter is in response to a rebuttal for a billing complaint from Mrs*** ***, filed in your office on December 18, 2017.This was sent to the Financial Ombudsman department to review and respond back. Mrs***’s concern for not being advised of the cost of the services provided to her is a request the patient would have to make by contacting the Patient Financial Advocate in that department to receive an estimate for their visit; this is not information that is automatically provided to the patientAs mentioned previously, the balance was applied toward the patient’s deductible balance not her copayment per her insurance companyThe insurance company has been advised that we cannot change how the Cleveland Clinic bills, since we bill according to Medicare Guidelines. I have forward this to the Director of the Medical Ombudsmen Department to follow up with Mrs*** regarding her formal grievance Respectfully,Jamie ***, Financial Ombudsman 216-445-Revenue Cycle Management, CCHS Cc: ***, Bethany L Need help paying your medical bills? Call or go to www.ccf.org/financialassistance for information on our financial assistance policy

April 28th, 2016 Revdex.com Euclid Avenue 4th Floor Cleveland OH 44115-2408 Complaint Number: *** CCF: *** Dear Ms***, This letter is in response to the complaint filed with your office by Mr*** with regard to patient Lorena
***. I would first like to extend my sincere apology for any frustration this may have causedA thorough review has been completed of Mrs*** accountPer the review it has been determined that the payment made of $has been allocated to Mrs*** Fairview account for hospitalization dates 05/28/2015-06/01/Further review determined that the itemized statements requested for Mrs*** were never received, therefore the requested adjustment of $has been grantedMrs*** account balance at this time stands at a zero balance. Again, I offer my sincere apology concerning this matterThank you for allowing the Financial Ombudsman office to assist with this patient’s concernPlease feel free to contact our office at 216-445-should you require further assistance. Best regards, Sonya W*** Financial Ombudsman RCM

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 would like a complete account history of all charges, payments and write-offs to the accountI did in fact pay the amount in question to CCF, but CCF also sent it to a collection agency, where I paid againWhen a charge is sent to a collection agency it must be written off by the original creditor, not collected twice This is a clear violation of the fair debt collection practices act and I demand to see a history showing not only my payment, but also a credit for the amount sent to collections It is not fair to ask me to take it on faith when no one has had the courtesy to address my concerns for months
Regards,
*** ***

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
We still have yet to receive a response from Hillcrest since our original complaint was filed?
Regards,
*** ***

This is in regard to complaint #***This complaint is closed and we are aware that Ms***paid the $109.44.Thank you,***

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