StLuke's University Health Network

11/17/2016In response to your letter dated November 11, 2016, the patients concerns are being addressed as follows:A phone conversation was had with our patient on November 8th where the patient stated he already filed a Revdex.com complaint but was requesting a formal sitdown with our network CEOI told him would gather his bills and review all account history notes so we can review all his concernsHe was thankful however was insistent on a sit down with our CEO and asked that contact him when the Revdex.com complaint is received.Our CEO will be unable to accommodate this request however our Vice President of the Revenue Cycle has agreed for him and to meet with [redacted] to review his billing concerns.I have left [redacted] a message for him to call me back to schedule this appointment,Please let us know if you have any further questionsOur office can be reached at ###-###-####option#**Thank you,Amy P.Manager, Business Office

May 15, [redacted] , I am writing in response to our patient's, [redacted] 's, concern regarding a procedure done on July 17th The total charges on the claim were $27,We received a $payment from the patient and $8,from [redacted] ***The patient has concerns regarding the balance bill she has received for $627.50,Upon review with our billing and follow up department I have agreed to waive the remaining out of pocket expense of $627.50,Please note that our policy was followed correctlyWe do offer patients a 15% savings if they pre-pay for their servicesWe complete an estimate of a patients out of pocket responsibility prior to the patient coming in for servicesWe stress to our patients that the amount quoted is only an estimateThis patient was quoted an estimate of $and when our office received the Explanation of Benefits from her insurance, her responsibility was $1,We discounted the amount down to $1,with represents a 15% savingsWe applied her payment of $towards this and balanced billed her for $627.50,Due to the patient's dissatisfaction of how our office may have handled this communication to her I have agreed to allowance this in full for our patientThis account now has a zero balanceI hope I was able to answer all the questions the patient had as well as provide resolutionOur patient can reach one of our representatives at ###-###-#### option #with any further questionsIf I can be of further assistance regarding this matter, please feel free to contact me at ###-###-####, Amy P Manager Business Office