Vitamin Cottage Natural Grocers

Good morning Ms. [redacted], (Complaint #[redacted]) Since Mr. [redacted] has submitted no new information and has stated in this email that he intends tomake payment to Cleveland Clinic with regard to this outstanding balance Cleveland Clinic considersthis matter closed. Thank you,Sonya

Patient was satisfied with outcome and an appointment was secured.  Thanks much

August 15, 2017     Revdex.com 2800 Euclid Ave, 4th FL Cleveland, Ohio 44115-2408 Attn: [redacted]     Revdex.com Complaint Number: [redacted] Patient Name: [redacted] Patient Account # [redacted]     Dear Ms. [redacted],   This letter is in...

response to a complaint filed with your office by [redacted], as a patient and on behalf of his spouse and child. Thank you for providing the Financial Ombudsmen with the opportunity to review this complaint.   The patient’s spouse was seen at the CCF Wooster location on February 6, 2017. I do not see any insurance denials or other financial problems on this account. $114 was patient’s deductible for an x-ray, ref # [redacted]. This charge appeared on correct statements April – July, 2017. Since this balance remained unpaid, it was sent for collection with agency ROI per CCF policy.   The patient and his daughter [redacted] were seen at the CCF Wooster location on February 21, 2017. After services were rendered, claims were sent to the patients’ insurance company, [redacted]. In mid-March, [redacted] answered claims with zero payment.   The patients’ balances were unpaid for four cycles and were sent for additional collection efforts at ROI collection agency. Please know that ROI collection will not cause damage to the patients’ credit. The patient paid the ROI balances in early August 2017.   I spoke with a representative at [redacted] today. When the claims were initially denied in March 2017, the [redacted] apparently did not have listed pricing for CCF as a provider. This made CCF appear out of network to [redacted], even though CCF is in network for this payer.   In June, the [redacted] provided the in-network pricing to [redacted], which cause insurance to reprocess the claims. On August 14, 2017, CCF received new remittance from [redacted] indicating reprocessing of the zero payment claims.   I have requested itemized statements for mail delivery to these three patients, so that these transactions might be fully transparent. The patients do still have deductible responsibilities for diagnostic imaging (i.e., x-ray) and for treatments (i.e., nebulizer treatment); however, a portion of the patient payment for balances is now refundable.   After resolving deductible amounts related to Feb 6 and Feb 21 for this family, I requested refunds to the patient: $241.47 and $105.   I understand the patient feels mistakes were made by his insurance and by CCF. Before rendering care, CCF does confirm a patient’s general eligibility for care. Yet CCF cannot ultimately guarantee a perfect, error-free financial experience because there are multiple parties in these transactions.   I apologize that the patient’s financial experience has been negative. I hope this information is helpful. If you have any additional questions or concerns, please feel free to call me directly at 216.442.8519.     Respectfully,     Christine J[redacted] Financial Ombudsman [redacted]

I NEED THEM TO ANSWER THE QUESTION.  THEY ARE SAYING IT WASN'T AN URGENT CARE IN 12/27/15.  WELL, WE HAVE BEEN GOING THERE OVER 30 YRS AND THAT IS ALL IT'S EVER BEEN.  MAKE THEM PROVE IT.  THIS IS DISGUSTING.  THEY ARE NOT ANSWERING THE QUESTION BECAUSE I AM RIGHT.  ALL OF A SUDDEN THEY DECIDE THEY BETTER LEGALLY MAKE IT URGENT CARE BECAUSE OF MY CORRESPONDENCES AND DISCOVERING THAT THEY HAVE BEEN DOING THIS IMPROPER PRACTICE ALL ALONG.  HELP ME PLEASE!  I SENT A LETTER TO THE ATTORNEY GENERAL ALSO AND ALL PARTIES INVOLVED AS YOU KNOW.  THEY NEED TO ANSWER THIS.tHANK YOU

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Cleveland Clinic February 27, 2016 Revdex.com 2800 Euclid Ave 4th Floor Cleveland OH 44115 Complaint Number: [redacted] Re: [redacted] CC# [redacted] Dear Ms. [redacted], This letter is in response to the complaint filed with your office, with regard to the...

above patient [redacted]. I would first like to extend my sincere apology for any frustration this may have caused. A thorough review has been completed of Ms. [redacted]'s account. Per review completed by department, Ms. [redacted]'s visit with physical therapist Matthew L[redacted] was billed appropriately per documentation submitted by Matthew L[redacted]. Ms. [redacted] presented with left knee pain and a hamstring strain. Per medical documentation, patient was educated in proper exercise technique and purposes for exercises. Correct performance of therapeutic exercises was facilitated. During visit Ms. [redacted] was able to perform heel slides, along with standing knee flexion with verbal cuing. Based on the conclusion of the review, the charges billed for the Ms. [redacted]'s physical therapy and evaluation were billed correctly. Ms. [redacted] will remain liable for any residual balance remaining after insurance processing. Ms. [redacted] is welcome to request copies of her medical records for her review, by calling the Health Data Services toll-free phone number at 844.203.8777. Once again, my sincere apology for any frustration this may have caused. Thank you for contacting the Financial Ombudsman office to assist with this patient's concern. Please feel free to contact our office at 216-445-5134 should you require further assistance. Sincerely, Sonya W[redacted] Financial Ombudsman RCM

From: [redacted] <[redacted]@gmail.com>Date: Wed, Mar 30, 2016 at 7:05 AMSubject: Resolved.To: [redacted] <[email protected]>My issue has been resolved. Thanks for ur help. I got the refund for $153.95. [redacted].Sent from my [redacted] Tablet.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

October 20, 2016   Revdex.com 2800 Euclid Ave, 4th FL Cleveland, Ohio 44115-2408 Attn: [redacted]   Revdex.com Complaint Number: [redacted]   Patient Name: [redacted], [redacted] Patient Account # [redacted]   Dear Ms. [redacted],   This letter is in response to a letter...

of complaint filed with the Revdex.com by [redacted]. This complaint has been forwarded to the financial ombudsmen for me to review and respond back. We appreciate the opportunity to respond to patient complaints and we strive to deliver World Class Care.   It is the Cleveland Clinic finance department goal to accurately process charges for medical services, insurance claims and patient payments. This process is often complicated when patient does not provide insurance ID cards, or is unaware of the termination date of their insurance policy.   Mr. [redacted] presented for care at the Cleveland Clinic on 11/10/2015. Our records show that no copay was collected on 11/10/15. Patient used a kiosk to check in to the appointment at 8:46 am.   Mr. [redacted] again presented for care at the Cleveland Clinic on 11/18/15. Our records show that the Patient Services Representative collected $125 for a selfpay service - CT coronary calcium scoring study. When asked, Mr. [redacted] did not have insurance ID cards available for scanning into our database on 11/18/16.   We have no record of a $425 copay made to the Cleveland Clinic. If Mr. [redacted] has a receipt or other proof of payment for this $425, I would be happy to investigate this matter further.   The total of the charges for 11/10/15 was $1451. The total of the CT coronary calcium scoring study on 11/18/15 was $133. When first presented with insurance claims for 11/10/15, Anthem BCBS made payment and adjustment. Patient was billed for deductible and coinsurance in January 2016. Mr. [redacted] paid $202.66 in full.   In May, Anthem BCBS determined that the patient’s policy was inactive on the 11/10/15 date of service and Anthem BCBS retracted most payments and adjustments that had posted previously. Anthem did not retract payments and adjustments totaling 217.76 related to ref # [redacted]. Mr. [redacted] can call Anthem and inquire if he is curious regarding Anthem’s process. Patient was billed by CCF for 1038.58 in May 2015.   Mr. [redacted] called Customer Service and processed $877 payment on May 19, 2016. The balance remaining $161.58 was billed to Mr. [redacted] on statements June, July, August and September 2016. According to our standard collections policy, the balance of 161.58 was transferred for further collections on 10/17/16. The ref # [redacted] would have placed with Revenue Group, but the patient called customer service again on 10/19/16 and paid $161.58.   Since the Cleveland Clinic does not empower our third party collection agents with the ability to add negative items to patient credit reports, there is no damage to Mr. [redacted]’s credit. If by some exception, a negative item appears on Mr. [redacted]’s credit report related to this reference number, please forward a copy of the credit report to me so that this negative item can be corrected. A credit report showing a negative item can be sent to me by email [email protected] or by fax 216-445-8134.   My review of Mr. [redacted]’s account shows no fraudulent charges, no negative credit reports and no damages to the patient. A summary of the financial transactions appears below:   +1451              11/10/2015 charges +133                11/18/2015 charges -125                 11/18/15 patient payment -202.66            01/27/16 patient payment -217.76            05/12/16 insurance activity not reversed by Anthem -877.00            05/19/16 patient payment -161.58            10/19/16 patient payment = 0                   10/20/16 balance remaining   I understand that this financial process is confusing and I am sorry that Mr. [redacted] is experiencing anxiety regarding his billing and credit. For further clarification, I may be reached directly at 216-445-6968 or via email at [email protected].   Sincerely,   Christine J[redacted] Financial Ombudsman Revenue Cycle Management, CCHS   Cc: [redacted], Andrew   Need help paying your medical bills? Call 866.621.6385 or go to www.ccf.org/financialassistance for information on our financial assistance policy.

Dear Ms. Means, This letter is in response to the complaint filed with your office by Ms. [redacted] with regard to an outstanding balance incurred at Cleveland Clinic. I would first like to extend my sincere apology for any frustration this may have caused. A thorough review has been...

completed of Ms. [redacted]'s account. It has been determined, date of service 12/17/2014 was billed correctly and compliantly. The labs Ms. [redacted] received on 12/17/2014 were paid according to the contracted rate and the $109.44 residual balance applied towards Ms. [redacted]'s deductible. When a patient receives services in their physician's office or outpatient clinic, patients will incur two different charges. 1.) Hospital Services: covers the use of the room and any medical or technical services, supplies or equipment. The facility and or treatment room charge falls under this category. 2.) Physician and Clinical Professionals: covers doctor services, treatment and procedures. The facility and/or treatment room charge is the result of Cleveland Clinic's physician offices and outpatient clinics being classified as hospital outpatient departments, also called provider-based facilities. Provider-based billing applies to all patients, regardless of the type of insurance the patient carries. A copy of the explanation of benefits provided by Ms. [redacted]'s insurance company which reflects the patient liability due of $109.44 has been mailed to Ms. [redacted]'s home address. With regard to patient balances transferring to collections, although a balance may transfer to collections it will have no impact on the patient's credit rating, as Cleveland Clinic does not report to any of the credit bureaus. Thank you for contacting the Financial Ombudsman office to assist with this patient's concern. Please feel free to contact our office at 216-[redacted] if you require any further assistance. Best regards, [redacted] Financial Ombudsman RCM

June 24, 2015This letter is in response to the complaint filed with your office by Mr. [redacted] with regard to a balance that had been transferred to collections.I would first like to extend my sincere apology for any frustration this may have caused. A thorough review has been completed of Mr. [redacted]’s account and it appears that the two payments made by Mr. [redacted] would be the approximate amounts required to pay off the account balance of $151.28 in 3 monthly increments. It does not seem that it was explained to Mr. [redacted] that Cleveland Clinic only offers 2 payment plan options. The first would be a 6 month payment plan for any balance under $1000 the second one would be a 12 month payment plan for any balance over $1000. Therefore Mr. [redacted] stating that he would send in 3 payments would not prevent his account from aging which would put the account at risk for transferring to collections. This is what happened in Mr. [redacted]’s case.I have closed the remaining portion of Mr. [redacted]s account with our collection agency and adjusted the balance of $51.28, because documentation does not support that Mr. [redacted] was made aware that he was not on a formal payment plan; therefore, not paying the balance in full could allow the balance to transfer to collections. Although this balance transferred to collection this will in no way impact Mr. [redacted]’s credit rating.Thank you for contacting the Financial Ombudsman office to assist with this patient’s concern.Please feel free to contact our office at 216-[redacted] should your require further assistance.Best regards,[redacted]Financial Ombudsman, RCMNeed help paying your medical bills? Call 866.621.6385 or go towww.ccf.org/financialassistance for information on our financial assistance policy.

Cleveland Clinic December 17, 2015 Revdex.com 2800 Euclid Ave 4th Floor Cleveland OH 44115-2408 Complaint Number: [redacted] Re: [redacted] CC# [redacted] Dear Ms. [redacted], This letter is in response to the complaint filed with your office by Mr....

[redacted] with regard to an outstanding balance incurred at Cleveland Clinic. I would first like to extend my sincere apology for any frustration this may have caused. A thorough review has been completed of Mr. [redacted]'s account. It has been determined that date of service 08/21/2015 was billed appropriately and in accordance to the medical condition and procedure noted by Mr. [redacted]s physician. Mr. [redacted]'s procedure is billed according to the time needed to complete the procedure. In July of 2013 Mr. [redacted]'s procedure was documented at 24 minutes. Duration time for both September 2013 procedures as well as August 2015 were both documented at over an hour; therefore both September as well as August were both submitted with the same procedure code. Mr. [redacted]'s insurance paid appropriately according to the contracted allowable amount. Mr. [redacted]k's remaining balance of $574.78 is applying towards his yearly deductible, therefore; balance will remain patient liability. Thank you for allowing the Financial Ombudsman department to assist you and for choosing the Cleveland Clinic. Best regards, Sonya W[redacted] Financial Ombudsman RCM

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

This issue has been addressed with the patient.  We did respond to him per our process.  Patient has received a letter.

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.The response from Cleveland Clinic does not address the matter at hand.  The insurance has processed the claim based on how it was billed from Cleveland Clinic, and how it was billed was as hospital services; even though it  was relayed to me FROM Cleveland Clinic that this would be billed as an office visit.  Further, as evidence of the confusion of this matter, Cleveland Clinic first billed for the actual operation, then a week later billed for "hospital services."   Again, I was assured by the billing department of Cleveland Clinic that this was considered an office visit...but this can NOT be the case if they bill it as hospital services. Further, today I received a bill from Cleveland Clinic stating that the $871.54 portion of the bill has been referred to a collection agency.Regards,[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

June 24, 2015This letter is in response to the complaint filed with your office by Mr. [redacted] with regard to a balance that had been transferred to collections.I would first like to extend my sincere apology for any frustration this may have caused. A thorough review has been completed of Mr....

[redacted]’s account and it appears that the two payments made by Mr. [redacted] would be the approximate amounts required to pay off the account balance of $151.28 in 3 monthly increments. It does not seem that it was explained to Mr. [redacted] that Cleveland Clinic only offers 2 payment plan options. The first would be a 6 month payment plan for any balance under $1000 the second one would be a 12 month payment plan for any balance over $1000. Therefore Mr. [redacted] stating that he would send in 3 payments would not prevent his account from aging which would put the account at risk for transferring to collections. This is what happened in Mr. [redacted]’s case.I have closed the remaining portion of Mr. [redacted]s account with our collection agency and adjusted the balance of $51.28, because documentation does not support that Mr. [redacted] was made aware that he was not on a formal payment plan; therefore, not paying the balance in full could allow the balance to transfer to collections. Although this balance transferred to collection this will in no way impact Mr. [redacted]’s credit rating.Thank you for contacting the Financial Ombudsman office to assist with this patient’s concern.Please feel free to contact our office at 216-[redacted] should your require further assistance.Best regards,[redacted]Financial Ombudsman, RCMNeed help paying your medical bills? Call 866.621.6385 or go towww.ccf.org/financialassistance for information on our financial assistance policy.

Good Afternoon,I have attached our response to complaint # [redacted].Thank You,Sonya

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.
The question is still NOT ANSWERED about how can you bill under a hospital tax ID when you are DEFINITELY NOT a hospital???  This NEEDS to be answered asap.  The charges are more with hospital and my insurance states to go to urgent care, which I did but they are billing under hospital Tax ID.  I want the Cleveland Clinic to reduce or remove these charges completely for the undo amount of stress this is causing me.  I am prepared to go further with this if need be.  They are avoiding the answer to my question and it is very disheartening when someone has an emergency & they have to go through this.  VERY UPSET AND DISGUSTED!We have been going there off and on for over 30 plus years and ALWAYS was a med center by location but now they bill under hospital tax ID and NO WHERE NEAR A HOSPITAL.  Unfair practice and false advertising.
Regards,
[redacted]

January 7, 2016 Revdex.com 2800 Euclid Ave 4th Floor Cleveland OH 44115 Complaint Number: [redacted]
Re: [redacted] CCF: [redacted] Dear Ms. [redacted], This letter is in response to the complaint filed with your office with regard to the above patient [redacted]...

[redacted].I would first like to extend my sincere apology for any frustration this may have caused. A thorough review has been completed of [redacted]’s account by our International department. Based on the conclusion of the review it has been determined that the remaining balance of $8627.45 is owed to the Cleveland Clinic. The International department has advised that the appropriate adjustments have been extended as per their policy and no further adjustments will be given. Although, the department leadership have advised no further discount to be applied to the outstanding balance they have agreed to extend Mr. [redacted] the opportunity to apply for financial assistance offered by the Cleveland Clinic. If this something Mr. [redacted] would be in agreement with he may contact our International department at 216.448.8231 to discuss the terms and the procedure for applying. Thank you for contacting the Financial Ombudsman office to assist with this patient’s concern. Please feel free to contact our office at 216-445-5134 should you require further assistance. Best regards, Sonya W[redacted] Financial Ombudsman RCM