ComplaintsforAdventHealth Medical Group

• Initial Complaint

  01/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Regarding ************************* 12-28-2004 date of service 9/6/2023 Acct number ********* *************************************** F/U visit. I received denial of payment notification from Advent Health regarding my son's follow up visit. First notice 11/2/2023. Second Notice 12/14/2023 Third notice 1//16/****. Each time I received a notice I called the billing **** at ************. Spoke with Chatera 12/13/2023. Spoke with ****** 1/5/****. Spoke with ***** today 1/30/24. Each time the Advent Rep has taken our correct insurance info and claimed they would resolve the issue. Each time the problem was NOT resolved. I received my third denial letter yesterday, Jan 29, ****. Today the Advent Rep tried to tell me the same as the other reps and take my insurance info. I explained, again, that I have given the correct insurance info each time. Two Advent Reps claimed it to be a BCBS issue. I have spoke with BCBS 3 times. There are NO claims submitted for 9/6/2023 from Advent health. BCBS has NO CLAIMS. Your rep today, *****, told me I have to call BCBS and ask for coordination of benefits. I did. BCBS stated again, there is NO claim submitted from Advent health. I WANT THIS RESOLVED!!!!! I tried to get BCBS to call your billing ****. Advent health took the insurance info, again, but would not speak further with *** from BCBS. Today, BCBS told me that one of their Reps would look in to this and call me back. I'm still waiting. Our BCBS ID: EOVM ******** group: ***** PLEASE FIX THIS BILLING PROBLEM!!!!!I have been to Advent Health many times. THIS PROBLEM MAKES ME NEVER WANT TO RETURN. I give your billing **** an F

  Business response

  02/07/2024

  Thank you for contacting us and giving us the opportunity to investigate this billing concern.  ***************** Services will be refunding the co-pay for this visit along with resolving the balance with the correction to the claim as there was a billing error which resulted in the initial claim denial. In addition to the co-pay refund and zeroing of the balance, customer service representatives involved will undergo additional process and service training. The caregiver has been contacted regarding the initial billing review and a voicemail was left regarding the zeroing of the balance. ***************** Services made contact with patient's mother on Friday February 2, ****, before closing the investigation.

• Initial Complaint

  10/28/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I received a bill from Credit Collection Services on 10-27-22 concerning bill dated 7-16-21 from****** Diagnostic for $443.80. I immediately paid this by phone on 10-27-22 by Credit card. Confirmation *******. I don't want this showing up on my credit report. I dispute this bill because I don't believe I owe it because Dr. Samara K********** coded it wrong. It should be covered and paid by Medicare according to her. There were problems with Advent Health Medical Group correcting and sending new codes. She closed her practice without correcting and re-sending new codes. Nicole F**** office manager for Advent Health Medical Group received three times from me the copy of bill to resend correct codes to******. There were problems with****** saying they received new codes and had billed Medicare but later said they couldn't find the new code information and requested that Advent Health re fax them. Quest told me numerous times they were placing hold on account to investigate and that it could take 45 days or longer for insurance to process and not to pay bills I received because it was considered pending. I wanted to pay but was afraid it would mess up the process. At one point I was told that if I paid then Medicare would not pay. I was reassured each time I called that this would not be turned in for collection. Nicole F**** has not resent new codes and my only way of contacting her is at the Port Orange Medical Group office through the new Doctor's staff. She has not kept me updated as I requested. She works out of several offices and I have not been able to get a phone number to contact her other than new doctor's office. I will still pursue getting her to send correct codes but would appreciate your help. I also don't want this on my credit report. I took a photo of documentation as I could not upload another way. I am also mailing these to Longwood Florida location. Thank you for your help. ***** ***********

  Business response

  11/22/2022

  Business Response /* (1000, 5, 2022/11/03) */ Better Business Bureau, This response is to help provide some insights into the service breakdown shared by ***** ****** to your organization regarding their experience at AdventHealth Medical Group. After reviewing the listed concerns, the appropriate leadership teams contacted ***** ****** to discuss their experience with the level of care provided at AdventHealth. AdventHealth Medical Group has apologized to ***** ****** for their experience with the coding errors and communication. Additionally, contact information has been offered if any further concerns need to be addressed. Our conversation with ***** ****** resolved their grievances and a resolution was found to meet their needs. Consumer Response /* (2000, 7, 2022/11/12) */ (The consumer indicated he/she ACCEPTED the response from the business.) I received a call 11-3-22 from the Advent Health Medical group and they apologized for not taking care of recoding the bill. They talked to the****** lab and were told because it was over a year they could not recode it but when****** Diagnostics saw that I had paid the collection agency for the bill,****** said it could be recoded and that they would reimburse me the amount I had paid. Advent Health Medical Group also told me that they called the collection agency who would not discuss anything with them but that it would probably not be on my credit report. I haven't confirmed any of this with****** or the collection agency yet. If I receive a reimbursement, I will be satisfied. Advent Health manager also gave me a contact number if I have any other concerns. BBB also gave me a contact for BBB office in the state the collection agency is located. Thank you BBB for getting results on a situation that was unresolved for almost a year and a half.

• Initial Complaint

  10/27/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I had blood work done on 4/25/22, medicare will not pay due to coding issue Office manager Marcie will not return phone call or email Dr N***** doesn't take calls according to his medical assistant. Called yesterday 10/26, told Marcie would call me right back. Never did Left numerous messages w/o any response Just received the 3 late bill notice.

  Business response

  11/16/2022

  Business Response /* (1000, 5, 2022/11/01) */ Better Business Bureau, This response is to help provide some insights into the service breakdown shared by Mrs. ****** ******** to your organization regarding her experience at AdventHealth Medical Group. After reviewing her concerns, the appropriate leadership teams contacted Mrs. ******** to discuss her experience with the level of care provided at AdventHealth. AdventHealth Medical Group has apologized to Mrs. ******** for her experience with the coding error and other issues she discussed regarding communication. Mrs. ******** has been offered contact information if any further concerns need to be addressed. Our conversation with Mrs. ******** resolved her grievances and a resolution was found to meet her needs. Consumer Response /* (2000, 7, 2022/11/01) */ (The consumer indicated he/she ACCEPTED the response from the business.) After contacting BBB and their Experience Team, l was contracted by the Office Mgr. who has resubmitted my claim and has assured me that this matter will be resolved to my satisfaction. It may take 3-4 weeks for the claim to be processed but l have been provided with phone number where l will be able to reach someone.

• Initial Complaint

  10/11/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  unable to get medical care due to Advent referral department. primary doctor, Dr. John B****, forwarded a referral to the referral department on sept. 16 ,2022. It has been almost a month and Advent Referral department continues to say they have a portal problem. Nancy needs to see a cardiologist. patient----************* dob----********* Advent Referral Dept.---1-800-605-5391

  Business response

  11/09/2022

  Business Response /* (1000, 5, 2022/10/17) */ Better Business Bureau, This response is to help provide some insights into the service breakdown shared by Mrs. ***** **** to your organization regarding her experience at AdventHealth Medical Group. After reviewing Mrs. ****'s concerns, the appropriate leadership teams contacted Mrs. **** to discuss her experience with the level of care provided at AdventHealth. While addressing Mrs. ****'s concerns, AdventHealth shared the pretext for the delay in the referral process and assisted in scheduling appointments for the requested providers. AdventHealth has apologized to Mrs. **** for her experience with the referral process with AdventHealth Medical Group and offered contact information if any further concerns need to be addressed. Our conversation with Mrs. **** resolved her grievances and a resolution was found to meet her needs.

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