BJC Healthcare

March 28, 2016Mr***I am in receipt of your complaint/concern to the Revdex.com regarding your Parkland Health Center bill for date of service 5/18/2015. I researched your account and see that there were issues with statements generating each month. Your account should
not have referred to collections. I am waiving your outstanding balance of $to patient satisfaction. Please feel free to reach out to me at the number below if you have additional questions or concerns.Sincerely, *** ***Phone: ***CC: Revdex.com

I spoke with the contact at Barnes St Peters and she is sending me the correct documentation How can I update the claim to say that it is being addressed and respond customer satisfied or whatever it is Thanks. *** ***

see attached

Ms*** *** *** * *** *** Mascoutah IL Re: Revdex.com Concern #*** Dear Ms***, Thank you for taking the time to speak with me on March 1, regarding your concerns. Below is a list of your current account balances
Please let me know if you have any additional questions or concerns regarding these balancesAs we discussed on the phone, if you are making your payments through the mail using the coupon, payments will post to the oldest account listed on your statement. If you want payments to post to a specific account you will need to call and make your payment over the phone. Account *** Date of service 9/6/*** *** *** *** Total charges 25,Insurance payment Insurance adjustment 18,Patient deductible Patient payments Current balance Account *** Date of service 6/28/2017 *** *** *** Total charges 2,Insurance payment Insurance adjustment 2,Patient deductible 2,Patient payment Current balance 2, Account *** Date of service 9/14/2017 *** *** *** Total charges 4,Claim denied for no authorization. I have this account on hold while BJC appeals the denial I followed up on your concern regarding your ambulance transfer on September 13, from Memorial Hospital East to *** *** ***. I spoke with Patient Advocate, *** ***. She communicated that your concern was previously resolved and additional concerns can be sent in writing to *** *** *** Shiloh, Illinois 62269, attention Patient Advocate Account *** Date of service 9/13/2017 Memorial Hospital East Total charges 10,Insurance paid Insurance adjustment Patient copay Current balance I apologize if I was not able to resolve all of your concerns. I am happy to discuss any additional concerns you may have. Please reach out to me via contact information below Sincerely, *** *** Phone: *** Email: ***.***@bjc.org

See attachment with the letter to the patient

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, 2017. 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 *** *** at *** if you would like to discuss this matter further

Initial Business Response /* (1000, 7, 2016/02/08) */
Letter of response mailed to consumer 2/8/
*** ***
*** CT
*** Peters MO XXXXX-XXXX
Dear Ms***:
The Revdex.com forwarded your Concern (Case# XXXXXXX) for your son *** ***'s St Louis
Children's Hospital account for the date of service of October 26, Dr*** ordered the MRI procedures, and I have confirmed the the charges and procedures are accurate
DrSmyth is a physician with *** *** but I reached out to his office and his office confirmed that they do approve patients to have services at Metro Imaging upon requestThey often try to schedule office visit and procedures the same day for the convenience, however, it is not requiredI understand your frustration - but any follow up you have should be through DrSmyth's office because StLouis Children's Hospital completed and charged the correct proceduresThat said, we certainly do not wish our patients to be unhappy with their experiences at the Hospital, so we have adjusted the copay amount for two of the MRIs as a courtesyThe current balance after the adjustment is $Please feel free to reach out to me directly if this does not meet your expectations or if you have additional concerns

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
Sincerely,
*** ***

Initial Business Response /* (1000, 10, 2015/08/28) */
*** *** does apply a copay per Emergency Room visitChristian Hospital agrees to waive the copay for date of service 4/21/The balance was adjusted on 8/17/

Final Consumer Response /* (2000, 6, 2015/07/10) */
Please be advised that all monies owed and requested have been returned to usBJC is clear
Please close this complaint
Thank you,
*** ***

Dear Mr. [redacted], I am in receipt of a Better Business concern you initiated regarding a Barnes West County account for January 2015 where your received a bill in the amount of $868.23.  I reviewed the account and the amount of $868.23 was billed to you in error.  This amount was paid by...

your secondary insurance and is not your responsibility.  Please feel free to reach out to me at the number below if you have additional question or concerns.  Sincerely, [redacted]Phone: [redacted]

Initial Business Response /* (1000, 5, 2015/11/03) */
Account was reviewed and agree that the amount owed should be 171.60 and 39.60. The concern should have been addressed more timely therefore balances will be adjusted to zero.
Initial Consumer Rebuttal /* (2000, 7, 2015/11/09) */
(The...

consumer indicated he/she ACCEPTED the response from the business.)
The adjustment to a zero balance is accepted. Would like to receive a statement from BJC that adjustments were made and balance owed is 0.

Friday, April 1, 2016Re: Revdex.com 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 never agreed to a certain amount so it was fraudulent that it was indicated in the letter that I would pay $200.

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

emergency room physician billing department.

I am responding to file ID# [redacted] regarding [redacted]. We have resolved this complaint by recalling the account from the collection (703873043) agency and allowing the previous payment arrangements to continue. My office has also reached out to Mr. [redacted] to inform him of this decision.  Thanks for...

your help!   Best Regards, [redacted]   [redacted] MHA Patient Liaison Barnes-Jewish Hospital [redacted] St. Louis, Mo. 63110 [redacted] email: [redacted]@bjc.org mail-stop [redacted]

I reviewed your concern regarding the difference in pricing between the two locations where Dr. [redacted]'s office schedules procedures.  The difference in pricing between the two is the department located at Barnes Jewish West County bills the technical component of the test and Dr. [redacted] bills...

his physician portion separate.  When the test is performed at the Center for Advanced Medicine both components of the test (technical and professional) are billed as a package by Dr. [redacted]'s office.  When the technical portion is billed by the hospital, insurance process using outpatient benefits.  When the physician bills the technical portion along with the professional fee, insurances process as an office service and the patient owes the flat copay which is usually less than the outpatient benefit.  I have followed up with the office and they are going to begin referring patients to the price estimate line at the hospital prior to service so that patients will be aware of their expected out of pocket prior to service.  Your remaining balance of $496.66 has been adjusted and recalled from collection.  I have included an itemized bill for your records.  I verified with [redacted]e that your account was not reported to any of the credit bureau agencies.  Thank you for bringing this issue to our attention.  Please feel free to reach out to me if you have additional questions or concerns.

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 itemized. I will pay the bill but not all at once. I 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 $14 to Dr [redacted]--that the insurance rejected it. When I checked with Dr [redacted]'s office at my appointment on 26 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 balance. If 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]

Dear Friends at the Revdex.com: I received the complaint and would like you to know that our department, The Office of Patient & Family Affairs at Barnes-Jewish Hospital, will work with the complainant/patient to resolve this complaint.  Though she has not called us to complain about or...

try to resolve this issue, we will reach out to her to work with her in getting it taken care of. Warm regards,[redacted]Patient Liaison

11-1-2016   Dispute Resolution Department Revdex.com [redacted] (fax) [redacted]@stlouisRevdex.com.org     [redacted] [redacted] Farmington, MO 63640 Daytime Phone: [redacted] Evening phone: [redacted] Email: [redacted]@aol.com Complaint: ER Visit 12/6/2014...

  Mrs. [redacted] M [redacted] was treated in the Emergency Room on 12/06/2014 from an injury she stated, at time, was related to an automobile accident in March 2014.  She was also treated in the Emergency Room on 04-10-2014.  Mrs. [redacted] did not provide or indicate to our registration staff, on either of these visits, that she had auto insurance information. According 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 account. If 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 information. MRA 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 unpaid. I have never been given an attorney name or phone number to contact. No 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