BJC Healthcare

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 Sincerely, [redacted] ***

I received your Revdex.com concern pertaining to credit card payments We pulled the call recording and the representative explained that a confirmation number can be provided however it takes hours to provide the confirmation numberWhen a credit card payment is accepted over the phone the information is keyed into the system by the phone representative The information is encrypted allowing the user to only see the last four numbers of the credit card The payment transaction processes the following day, generating a confirmation number Per the call you indicated not to run the payment if a confirmation number could not be provided during the call Another option is to pay online at BJC.org where a confirmation number receipt is available Thank you for bringing your concern to our attention My contact information is listed below if you have additional questions or concerns

9/13/Spoke to the patient and offered to set up time to meet in person The claim for has been adjusted to customer service The claim denied as patient responsibility Explained to patient that I will place on hold and call insurance to get a better understanding of why they denied

Initial Business Response / [redacted] (1000, 5, 2015/09/18) */ I researched [redacted] accounts and none of her accounts with BJC Healthcare ( [redacted] were reported to the credit bureauIt may be physician bills associated with her emergency room visitsShe would need to contact the emergency room physician billing department

This letter serves as a follow up to the concerns expressed by the patient regarding her bill Let me begin by offering my most sincere apologies for not meeting her expectations of service Our goal is to deliver care that exceeds the expectations of our patients and visitors We want to know about the times that we fall short of meeting those standards.A thorough review was completed regarding the issues brought forth in the letter sent to the Office of Patient and Family Affairs received March 6, Please be assured we take these concerns very seriously.The Customer Service Department reviewed the patient's bill on March 6th and has mailed out an itemized statement for all accounts that have outstanding patient balances and accounts that are pending with insurance Customer Service clearly noted and highlighted patient balances due and any patient payments that have been posted to the account The itemized statement includes services that are still pending a review by the biller or pending payment from the insurance company and has been noted as such, so the patient will hopefully not be confused In addition a patient liaison will phone the patient to provide a contact number for any further questions.Please contact [redacted] at [redacted] if you would like to discuss this matter further

11-1- Dispute Resolution Department Revdex.com [redacted] (fax) ***@stlouisRevdex.com.org [redacted] Farmington, MO Daytime Phone: [redacted] Evening phone: [redacted] Email: [redacted] @aol.com Complaint: ER Visit 12/6/ Mrs [redacted] M [redacted] was treated in the Emergency Room on 12/06/from an injury she stated, at time, was related to an automobile accident in March She was also treated in the Emergency Room on 04-10- Mrs [redacted] did not provide or indicate to our registration staff, on either of these visits, that she had auto insurance informationAccording to our records, there have been no contacts from an attorney on either visit When I state no contacts, there was no correspondence or no phone calls documented on either accountIf an attorney does not receive what has been requested in a set period of time, we would expect to receive a phone call requesting information There is no documentation that this has happened It is policy that all phone calls or correspondence received from an attorney are documented on the accounts it is related to I also contacted our billing service for liability accounts, MRA Results MRA, stated that they have not received a completed brochure which is usually given to patients at the time of registration that provides auto insurance informationMRA also stated that they have not received anything from an attorney I also reached out to our external agencies, each of which confirmed that they made numerous phone calls and sent correspondence, with no response from the patient I contacted Jo Leigh, supervisor of the Health Information Management Department, there was no documentation in patient’s chart of any attorney request Mrs [redacted] stated that she has settled with her attorney knowing that we had this bill that was unpaidI have never been given an attorney name or phone number to contactNo one in my office has been provided with documentation of her phone calls I am concerned that she possibly was dealing with the ER physician billing or other physician billing and thought she was calling the hospital billing service I am happy to attempt to obtain reimbursement, but at this late date, I am doubtful as to our success Sincerely, [redacted] Business Office Supervisor

I never agreed to a certain amount so it was fraudulent that it was indicated in the letter that I would pay $

[redacted] retracted payment and BJC worked with insurance for repayment which was received and posted 1/5/ A refund of was processed to [redacted] *** Account balance is zero

Initial Business Response / [redacted] (1000, 7, 2016/02/29) */ BJC spoke to the patients spouse on 2/17/and removed account from collectionExplained that statements are mailed every days and that if monthly payments are going to be made rather than paying the bill in full, a call must be made to the office to establish the payment arrangementAccount is now set up on a payment arrangement

Complaint: [redacted] I am rejecting this response because: I did NOT receive a bill prior to the phone calls; it was after the phone calls and I got irate with your people that I FINALLY rec'd the bill and it was itemizedI will pay the bill but not all at onceI will pay as I can as I go along I talked to a woman in the Columbia business office about this prior to filing my Revdex.com complaint and she told me the people in St Louis have a habit of calling prematurely Her words, not mine I also was told by some jerk in St Louis that I owed an additional $to Dr [redacted] --that the insurance rejected itWhen I checked with Dr [redacted] 's office at my appointment on January, I was told I did NOT owe this $14; that it was to be written off as it was over the Medicare limit.I have never dealt with a more incompetent bunch of people in my life I will reiterate here: I am happy with the medical care I am receiving both from Dr [redacted] and Dr [redacted] I just wish the financial people would get their act together.From here on, I want an ITEMIZED bill for services rendered, for Medicare payment and deduction and for ongoing account balanceIf I do not get these, I shall not send payment Again, I have no problem paying but I cannot pay all at once and payment will be sent only after I receive what I stated Sincerely, [redacted] ***

Friday, April 1, 2016Re: BBB Complaint ID: [redacted] ( [redacted] )To Whom It May Concern;This letter is in response to Complaint ID# [redacted] ( [redacted] ) that I received on March 29, 2016 regarding insurance payment for DOS on August 28, 2015 at Memorial Hospital. Two payments were received on the... Complainant's account. Since this was an auto accident, we receive a payment in the amount of $552.00 from the liable party's auto insurance and that payment was posted on October 16, 2015. Then on December 4, 2015, we received payment from the insurance company in the amount of $552.00. Since the Complainant was not at fault, the insurance company would not have been responsible and should not have paid. We refunded the insurance company on December 16, 2015 in the amount of $552.00 with check# [redacted] . We received a call from [redacted] at [redacted] on March 4, 2016 ensuring that the money had been refunded. We informed [redacted] that it had and gave the check date and check number. The account is now at a zero balance. Please feel free to contact me at [redacted] if I can be of further assistance to you. Sincerely, [redacted] Business Office Director [redacted]

I wanted to follregarding our telephone conversation today. As I explained the posting error on your sons account was initially due to a registration error, however we had multiple attempts to resolve. The payment receipt was easily identified in our credit card posting
system. The payment has been located and posted to the account. I have applied a Customer Service discount of $and we have refunded your credit card the $payment. I have enclosed a receipt showing the refund snad an itemized statement reflecting the zero balance on the account. I apologize for the error and your time spend in trying to resolve

Initial Business Response /* (1000, 10, 2015/10/30) */
Account balance of $was adjusted to customer satisfaction on 9/28/Claim processed with a deductible of We billed the patient accordinglyPatient wanted the diagnosis changed to a diagnosis that would be paid at 100% by her
insurancePatient and physician office indicates that they have faxed corrected orders but the diagnosis was never updated by medical recordsIt is now past timely to bill insurance so we agreed to adjust the balance
Initial Consumer Rebuttal /* (2000, 12, 2015/11/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)

I received your inquiry to the Revdex.com regarding your daughter Ava's hospital stay at Children's Hospital for dates of service 2/18/16-2/20/2016. I reviewed the medical record and reached out to care coordination to review as well. The record indicates that admitting order
indicated admit to observation. There is no record that the physician changed the status to inpatient at anytime during the stay.I see notes that you first brought up your concern in October and there are notes that you made several calls attempting to resolve your concern. Due to the lack of follon your concern I waived the outstanding balance on Ava's account. Please feel free to reach me at the number below if you have additional questions or concerns

Revdex.com:
That's nice to know NOW, but at the time of service, I was not offered any other option, or told that my insurance might not cover it
*** ***

I called the patient back on 10/after reviewing her concern. All four accounts are set up on a payment plan of per month. Reach out to statement vendor to send one statement with all four accounts including and indicate the per month payment plan

See attachment

I had contacted the Revdex.com previously as I had been receiving bills, from their Billing dept for bills I had previously paid forI worked with *** ***, the contact I was given at BJC to work withI had overpaid and she told me I was current as of April 1st I received another bill from a few weeks agoI called Billing and gave them ***'s phone number and referred them to herToday when I checked my mail I received the exact same bill again from March

I reviewed your concern and I have set your accounts up on a $per month payment plan. I apologize for the confusion. I do see that you phoned in on June 23rd and made a payment of $50.00. The representative noted that you were waiting for the online payment of $to post
and then you would call back to set up the payment arrangement. There are no additional notes indicating payment arrangements on the account. Because the accounts were not flagged as a payment plan they moved to collections due to the age. I have removed the accounts from collection and set up the payment arrangement. Accounts were not reported to the credit bureau. Please feel free to reach me at the number below if you have additional questions or concerns

I received your Revdex.com concern pertaining to credit card payments. We pulled the call recording and the representative explained that a confirmation number can be provided however it takes hours to provide the confirmation numberWhen a credit card payment is accepted over
the phone the information is keyed into the system by the phone representative. The information is encrypted allowing the user to only see the last four numbers of the credit card. The payment transaction processes the following day, generating a confirmation number. Per the call you indicated not to run the payment if a confirmation number could not be provided during the call. Another option is to pay online at BJC.org where a confirmation number receipt is available. Thank you for bringing your concern to our attention. My contact information is listed below if you have additional questions or concerns