Charles River Associates Incorporated

Initial Business Response /* (1000, 16, 2016/05/03) */
Initial Consumer Rebuttal /* (3000, 18, 2016/05/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
"This investigation is on- going and we are actively working through this complaint.
Thank...

you."
This is my response? This has been going on for 7 months. How much time does Mercy need and how much time do I need to spend repeatedly contacting you? Extremely poor customer appreciation. Due to Mercy incompetence I have been turned over to collections twice and am expecting to receive notification any day that it's happened again. CREDIT MY ACCOUNT for your errors.
Final Business Response /* (4000, 24, 2016/05/13) */
We have completed the investigation and waiting adminstrtive approval of the letter that will be sent to the patient,

Re:  Revdex.com [redacted] Dear Revdex.com Investigator: We have investigated the billing concern from Mr. [redacted] and will continue to try to reach him to determine how we may help. in addition to phone calls to the number listed on his account, we will send a letter to him directly. Thank you for the opportunity to respond, but out of respect fro the privacy and confidentiality of our patients protected health information (PHI), we have developed an internal system for responding direcly 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

Initial Business Response /* (1000, 12, 2016/12/01) */
12/1/16
Revdex.com, Inc.
2754 South Campbell Ave
Springfield, MO 65807
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], RHIA, CCA
Compliance Department
Mercy Springfield Hospital
1235 E. Cherokee
Springfield, MO 65804
Initial Consumer Rebuttal /* (3000, 14, 2016/12/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We are still receiving bills from the Health system that are incorrect and this has not been resolved.
They are still not doing what we have asked.
[redacted]
Final Business Response /* (4000, 20, 2016/12/28) */
The patient is happy with the progress made but doesn't consider the case closed just yet. Due to the nature of this case and circumstances outside of our control it will continue to be open & active for quite some time.

Initial Business Response /* (1000, 15, 2016/11/18) */
11/18/16
Revdex.com, Inc.
2754 South Campbell Ave
Springfield, MO 65807
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], RHIA, CCA
Compliance Department
Mercy Springfield Hospital
1235 E. Cherokee
Springfield, MO 65804
Initial Consumer Rebuttal /* (2000, 18, 2016/11/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I was contacted by a representative of Mercy. My billing issue was resolved to my satisfaction

Dear Sir/Madam:We are unable to initiate an investigation into this issue without a patient name and/or consent from the patient to discuss the concern with the Complainant (if the patient is not a minor). If you can provide us with more information, I will see how I may be able to help resolve this...

billing concern. Additionally, the patient or the Account Guarantor is free to call Mercy Patient Services at [redacted]. Thank you for allowing us the opportunity to respond to this complaint. Please let me know how I may be of additional assistance.Sincerely, [redacted]

Initial Business Response /* (1000, 9, 2016/10/19) */
10/19/16
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
Initial Consumer Rebuttal /* (3000, 11, 2016/10/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have spent many hours trying to get this resolved and no one is listening I have called it to Mercy's attention where they have errors and nothing gets done and the just keep threatening my with turning me over to collections.
Final Business Response /* (4000, 17, 2016/11/21) */
Final Consumer Response /* (4200, 20, 2016/11/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have already been to this step without correction after they had told me they corrected the errors, I need to see exactly what I owe now and what credits I owe and there is a bill from Mercy Hospital where I owe $[redacted] and I think this is a duplicate charge of a doctor of which I already paid the $[redacted] through [redacted] They have the charge listed professional charges I need a list of what those charge consist of. I also paid an ambulance bill of $[redacted] of which I have been trying to get a refund of that for 6 months and they keep telling me the check is going to be cut every week of which I never seen as of today then they where to bill Medicare for charges starting on 4-1-20016 of which I don't think they have ever done that yet. I just got a statement in the mail for around $[redacted]. so I know all of this they said they corrected has not been done. Thnk you.

7/24/17       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 Mercy 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 [redacted] Springfield, MO 65804

RE:  Complaint [redacted]
  Dear Sir/Madam:   Thank you for allowing me to investigate and respond to this complaint. Please be advised of our response to the complaint filed by [redacted] regarding her billing concern related to charges that appeared to be added...

subsequent to other charges applied. 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 the charges and explained what occurred. She reported understanding. We have provided our coworkers with education on how to better communicate billing procedures with our patients in attempt to decrease the confusion [redacted] experienced. Thank you for allowing us the opportunity to investigate and respond to this complaint.   Sincerely, [redacted] Compliance Manager Mercy Compliance Department