Charles River Associates Incorporated

February 8, Revdex.com *** ** *** *** *** StLouis, MO RE: Revdex.com *** Dear Revdex.com Investigator, I appreciate the opportunity to respond regarding concerns of billing practices for clinical services provided to the complainantWe have investigated the issue and are in contact with the complainantOut of respect for the privacy and confidentiality of our patients protected health information (PHI), which may encompass both clinical and financial records, we have developed an internal system for responding directly to the complainant in accordance with local, state and federal regulationsThe complainant may in turn release a copy of our original response directly to the Revdex.com, at their discretionPlease let me know how I can be of further assistance in the resolution of this concern Sincerely, *** *** Corporate Compliance *** ** *** ***Springfield, MO

Right now we are still discussing the case internally

Initial Business Response /* (1000, 9, 2015/12/30) */
We are in the process of appealing with the *** *** We will hopefully have a final response after the holidays
Initial Consumer Rebuttal /* (3000, 12, 2016/01/04) */
Consumer supplied email: ***@yahoo.com
Final
Business Response /* (4000, 14, 2016/01/05) */
1/5/
Revdex.com, Inc
SGlenstone SteA
Springfield, MO XXXXX
Case ID: XXXXXX
Dear Revdex.com Investigator,
I appreciate the opportunity to respond regarding concerns of billing practices for Mercy services provided to the complainant
Out of respect for the privacy and confidentiality of our patients protected health information (PHI), which may encompass *** clinical and financial records, we have developed an internal system for responding directly to the complainant in accordance with local, state and federal regulationsThe complainant may in turn release a copy of our original response directly to the Revdex.com, at their discretion
Please let me know how I can be of further assistance in the resolution of this concern
Sincerely,
*** ***, RHIA, CCA
Compliance Department
Mercy Springfield Hospital
ECherokee
Springfield, MO XXXXX
Final Consumer Response /* (4200, 16, 2016/01/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Mercy has not acknowledged that this was an unjustified charge and that they errored in not billing the *** alliance in the first *** alliance has a contract with the ** to handle billing and payments out side of the ** for the ** If Mercy would have paid more attention to the authorization letter they had on file,they would have figured that out,but they choose to bill *** instead,not my mistake.I have not heard from mercy except for a phone call from a man in the billing department at mercy in springfield the day that I registered my complaint with the Revdex.com saying that the ** would not pay because they did not authorize it, Im sure the ** is in the habit of setting up appointments,sending out authorization letters allowing veterns to receive care with the intention of never paying for it,so that guy in billing is wrong, I have no intention of ever paying this amount,Mercy is wrong and Im right

Final Consumer Response /* (2000, 10, 2015/11/18) */
Mercy has contacted us and was very helpful in looking into and an solving the issueThe bills have been taken care of an settledWe thank you for your help in confronting them an giving that extra voice to solve this issueI feel they wouldnt
of looked into it an offered to solve the issue without your help
Very Thankful

Initial Business Response /* (1000, 5, 2017/04/12) */
4/10/
Revdex.com, Inc
South Campbell Ave
Springfield, MO
Case ID: XXXXXX
Dear Revdex.com Investigator,
I appreciate the opportunity to respond regarding concerns of billing practices for
services provided to the complainant
Out of respect for the privacy and confidentiality of our patients protected health information (PHI), which may encompass *** clinical and financial records, we have developed an internal system for responding directly to the complainant in accordance with local, state and federal regulationsThe complainant may in turn release a copy of our original response directly to the Revdex.com, at their discretion
Please let me know how I can be of further assistance in the resolution of this concern
Sincerely,
*** ***, RHIA, CCA
Compliance Department
Mercy Springfield Hospital
ECherokee
Springfield, MO

Initial Business Response /* (1000, 17, 2016/12/08) */
12/8/16
Revdex.com, Inc.
2754 South Campbell Ave
Springfield, MO 65807
Case ID: [redacted]
Dear Revdex.com Investigator,
I appreciate the opportunity to respond regarding concerns of billing practices...

for clinical services provided to the complainant.
Out of respect for the privacy and confidentiality of our patients protected health information (PHI), which may encompass both clinical and financial records, we have developed an internal system for responding directly to the complainant in accordance with local, state and federal regulations. The complainant may in turn release a copy of our original response directly to the Revdex.com, at their discretion.
Please let me know how I can be of further assistance in the resolution of this concern.
Sincerely,
[redacted], RHIA, CCA
Compliance Department
Mercy Springfield Hospital
1235 E. Cherokee
Springfield, MO 65804

[redacted] ambulance sent my wife to mercy hospital they said dispatch told them too. I told ambulance driver at my home where to take her and when they stopped at mercy. The dr at mercy said she had no business there he didn't have her medical reports. She just left [redacted] a few hours earlier...

from a surgery. She was terminal so mercy did nothing for her exept give her some oxogen and charged medicare about 6000.00 And left her laying there for about 5hrs said they didn't have any ambulances available to take her to [redacted].

Complaint: [redacted]
I am rejecting this response because: my daughters name is [redacted]
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I have received no contact from [redacted] other than bills and a threat this morning that you are going to turn me into the collections agency because it'seasier than responding to a customer inquiry about a billing just now received for services nine months ago.  Otherwise the only contact I have received from [redacted] is an email apology on January 28 for my  not having yet been given a response for my inquiry about this billing and advised that it had been re-forwarded.  Check your records and you will see that I have a stellar credit history.   Billing your customers 9 months after having submitted and been paid for services by my insurance company make [redacted] appear dishonest, and the nonchalent way you cast patient inquiries aside is shameful, especially in your field of service. The fact that I have to file a complaint with the Revdex.com regarding this billing inquiry speaks volumes about [redacted]'s interest in their patients.Please credit my account AND stop collection action.   Do not tarnish my credit reputation because of your unprofessional conduct.
Sincerely,
[redacted]

Initial Business Response /* (1000, 10, 2016/01/21) */
1/20/15
Revdex.com, Inc.
430 S. Glenstone Ste. A
Springfield, MO 65802
Case ID: [redacted]
Dear Revdex.com Investigator,
I appreciate the opportunity to respond regarding concerns of billing practices...

for clinical services provided to the complainant.
Out of respect for the privacy and confidentiality of our patients protected health information (PHI), which may encompass both clinical and financial records, we have developed an internal system for responding directly to the complainant in accordance with local, state and federal regulations. The complainant may in turn release a copy of our original response directly to the Revdex.com, at their discretion.
Please let me know how I can be of further assistance in the resolution of this concern.
Sincerely,
[redacted]

RE:  Complaint No. [redacted]
*  Dear Ms. Sir/Madam:   Thank you for allowing me to investigate and respond to this complaint. We have investigated the issue and communicated our findings to [redacted]. Out of respect for the privacy and confidentiality of our patients...

protected health information (PHI), which may encompass both clinical and financial records, we have developed an internal system for responding directly to the complainant in accordance with local, state and federal regulations. We have contacted [redacted] regarding his bill and will continue to work with him until he feels this issue has been resolved.Thank you for allowing us the opportunity to respond to this complaint.   Sincerely, [redacted] Compliance Manager Mercy Compliance Department

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, if it is properly followed up on. I want to reserve my response until I know my insurance company has received a proper bundled bill from Mercy. 
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2017/06/19) */
6/19/17
[redacted]
Dear Revdex.com Investigator,
I appreciate the opportunity to respond regarding concerns of billing practices for...

clinical services provided to the complainant.
Out of respect for the privacy and confidentiality of our patients protected health information (PHI), which may encompass both clinical and financial records, we have developed an internal system for responding directly to the complainant in accordance with local, state and federal regulations. The complainant may in turn release a copy of our original response directly to the Revdex.com, at their discretion.
Please let me know how I can be of further assistance in the resolution of this concern.
Sincerely,
[redacted]
Compliance Department
Mercy Springfield Hospital
1235 E. Cherokee
Springfield, MO 65804
Initial Consumer Rebuttal /* (2000, 12, 2017/07/06) */
Thank you Revdex.com. They made it right.

Initial Business Response /* (1000, 10, 2016/09/23) */
When the estimate was completed for the CT scan the patient received it was in fact correct. However when given an estimate we do not include any type of medical supplies or pharmacy drugs that may be used or given. It is no known at that time...

what more the patient may require during their treatment. This is in fact what has happened during your treatment the difference you were charged was due to supplies and pharmacy drugs used during your visit. Thank you
Initial Consumer Rebuttal /* (3000, 12, 2016/09/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is getting extremely frustrating. Did you even read my statement! Like I stated before it was an out patient procedure prescribed by doctor. IT WAS KNOWN AND EXPLAINED TO ME WHAT THEY WERE GOING TO DO BEFORE I EVER SIGNED THE PAPER. there wasn't any testing that needed to be done, there as no blood drawn to determine what I needed, I did not go into the hospital asking them to check me out and figure out was wrong with my stomach. I simply went to my doctor, she wrote a script to the hospital wanting a cat scan with contrast done. I went to the front desk of the hospital, told me they were going have me drink 2 cups of fluid and put a I.V. in my arm to run the contrast through and it would take roughly 2 hours. I asked what it was going to cost to have it done and she said an estimate of $[redacted] and with my cost after insurance $[redacted]. So I agreed. I'm having a really hard time understanding how Mercy is not comprehending the fact THAT EVERYTHING WAS KNOWN AND EXPLAINDED HOW THE PROCEDURE WOULD WORK. There was NO "when you get back there we are going have to do testing". It was explained how simple of a procedure it would be and said that it would cost an estimate $[redacted] with EVERYTHING.
Final Business Response /* (4000, 24, 2016/11/17) */
11/14/16
Case ID: # [redacted]
Dear Revdex.com Investigator,
I appreciate the opportunity to respond regarding concerns of billing/collection
practices for hospital facility services provided to the complainant.
Out of respect for the privacy and confidentiality of our patients protected health
information (PHI), which may encompass both clinical and financial records, we
have developed an internal system for responding directly to the complainant in
accordance with local, state and federal regulations. The complainant may in turn
release a copy of our original response directly to the Revdex.com, at
their discretion.
Please let me know how I can be of further assistance in the resolution of this concern
Final Consumer Response /* (2000, 27, 2016/11/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The only reason why I'm accepting the proposed resolution is because Mercy knocked my bill down from $[redacted] to $[redacted] through a financial aid program. Mercy's statement was "Mercy will be upholding the original response to this concern." and "You were made aware the amount was an estimate and was only pertaining to the cat scan itself." Which is not true because my estimate they gave me clearly says "Cat Scan ADB Pelvis w/Contrast $[redacted]" Not only that the staff explained it to me that estimate included everything. I'm glad its over and tired of dealing with it. Its really sad that I had to get the Revdex.com involved to get my voice heard and get anything done about my case. Mercy is a awesome hospital and the staff has always been outstanding. But dealing with the billing department has made me want to go somewhere else. Unless its an emergency I will not go back to Mercy.

Initial Business Response /* (1000, 11, 2016/07/18) */
7/11/16
Case ID: 137363: [redacted]
Dear Revdex.com Investigator,
I appreciate the opportunity to respond regarding concerns of billing/collection
practices for clinical services provided to the complainant.
Out of respect...

for the privacy and confidentiality of our patients protected health
information (PHI), which may encompass [redacted] clinical and financial records, we
have developed an internal system for responding directly to the complainant in
accordance with local, state and federal regulations. The complainant may in turn
release a copy of our original response directly to the Revdex.com, at
their discretion.
Please let me know how I can be of further assistance in the resolution of this
concern.
Sincerely,
Angel Coats
Patient Services
Mercy Health Systems

March 8, 2018     Revdex.com [redacted] St. Louis, MO 63102     RE: Revdex.com [redacted]   Dear Revdex.com Investigator,   I appreciate the opportunity to respond regarding concerns of billing practices for clinical...

services provided to the complainant. We have investigated the issue and are in contact with the complainant. Out of respect for the privacy and confidentiality of our patients protected health information (PHI), which may encompass both clinical and financial records, we have developed an internal system for responding directly to the complainant in accordance with local, state and federal regulations. The complainant may in turn release a copy of our original response directly to the Revdex.com, at their discretion. Please let me know how I can be of further assistance in the resolution of this concern.   Sincerely,     [redacted] Corporate Compliance [redacted] Springfield, MO 68504

Initial Business Response /* (1000, 21, 2015/11/03) */
November 2, 2015
Case ID: XXXXXX
Dear Revdex.com Investigator,
I appreciate the opportunity to respond regarding concerns of billing practices for clinical services provided to the complainant.
Out of respect for the...

privacy and confidentiality of our patients protected health information (PHI), which may encompass both clinical and financial records, we have developed an internal system for responding directly to he complainant in accordance with local, state and federal regulations. The complainant may in turn release a copy of our original response directly to the Revdex.com, at their discretion.
Please let me know how I can be of further assistance in the resolution of this concern.
Sincerely,
[redacted]
Director, Compliance
Mercy Fort Smith Community
7301 Rogers Ave.
Fort Smith, AR XXXXX
Cc: Patient Relations
Compliance Department
Initial Consumer Rebuttal /* (2000, 23, 2015/11/09) */
Revdex.com Comment - The Consumer called the Revdex.com and stated she received a full refund from the company.

Initial Business Response /* (1000, 9, 2016/04/01) */
We are in the process of final approval of the letter to the patient and then we will enter a final response to the Revdex.com.
Initial Consumer Rebuttal /* (3000, 11, 2016/04/09) */
(The consumer indicated he/she DID NOT accept the response from...

the business.)
I have heard nothing from them
Final Business Response /* (4000, 15, 2016/04/11) */
April 8, 2016
Revdex.com, Inc.
430 S. Glenstone Ste. A
Springfield, MO 65802
Case ID: XXXXXX
Dear Revdex.com Investigator,
I appreciate the opportunity to respond regarding concerns of billing practices for clinical services provided to the complainant.
Out of respect for the privacy and confidentiality of our patients protected health information (PHI), which may encompass both clinical and financial records, we have developed an internal system for responding directly to the complainant in accordance with local, state and federal regulations. The complainant may in turn release a copy of our original response directly to the Revdex.com, at their discretion.
Please let me know how I can be of further assistance in the resolution of this concern.
Sincerely,
[redacted]
Mercy Compliance Springfield
1235 E. Cherokee
Springfield, MO XXXXX
XXX-XXX-XXXX
Cc: Patient Relations
Compliance Department

Final Consumer Response /* (4200, 19, 2016/04/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Nothing was done. They just shifted the blame.

See attached.

Dear Sir/Madam:   Thank you for the opportunity to respond to the complaint filed by Ms. [redacted]. We have investigated the billing concern and have identified aspects of our workflow that require improvement. I have scheduled a meeting with the departments involved in the errors...

identified in order to develop a corrective action plan.   Again, we appreciate the opportunity to investigate the issues presented to us and improve our process in order to meet our mission of serving our patients with the highest level of care and respect. I have written a letter directly to the patient with the details of our investigation. The complainant may in turn release a copy of our original response directly to the Revdex.com, at their discretion.   Sincerely,   [redacted] Compliance Manager Mercy Compliance Department