ComplaintsforMount. Sinai Hospital Billing Department

• Initial Complaint

  11/27/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  9/13/23- I received a bilateral mammogram and bilateral ultrasound at Mount Sinai Internal Medicine in ********, ** and paid in full at the time of my visit for the self pay rate of $369, which I was told was a discounted rate because I was a patient referred from ********* in ********. I was assured this was the full amount I owed for these services. The next week I received a bill in the mail from Mount Sinai Billing Department stating that I owed $498.92 and to please remit payment. I called the billing department and after waiting on hold for over 5 hours over the course of two separate phone calls I was assured that the problem with billing coding had been fixed. I was told to check back on My Chart in a few days to see that it had a zero balance. Around that same time I received a bill from Radiology of MSMC LLC, who I would also like to file a complaint with, stating that I owe $458 from services with ************************* MD, a physician with MSMC. I called, explained the situation, and was told to call billing and have them send over that information, so I did and billing said it will automatically roll over into their system. Roughly three weeks ago (11/6/23) I received another bill from Radiology of MSMC LLC saying I still owed $458. I called and was told again to contact billing and have them send verification of a zero balance. I contacted billing today and asked for an email confirmation, which I was assured was sent to me but I never received. After calling Radiology of MSMC LLC a further time I was told they can not help me without that email. It seems the departments do not communicate with each other and I can not get the information I need from Billing to clear up this issue. I have spent over 7 hours on hold and probably another 2 hours on the phone trying to clear this up over the past two months. I fear I will be sent to collections and feel they are trying to push this off so I will just pay the extra money I don't really owe. Please help!

  Business response

  12/11/2023

  Our Account #*********

  I will look into this patient's complaint in reference to her ************** for date of service 9/13/2023.

  I will reach out to the patient and keep her updated on the handling.  I trust that I will be able to assist ************************************ with the situation.

   

  Respectfully,

   

  *********************

  Customer response

  12/12/2023

  On 12/12/23 ********************* from Mt. Sinai contacted me by phone. She is working to resolve my issue and request I email her a copy of my recent bill from radiology, which I did. She assured me I am not responsible for paying the additional bill from radiology and that I would not be sent to collections. I am waiting to hear back that the issue is fully resolved. 

• Initial Complaint

  11/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Mt Sinai ************** has accepted and deposited nearly $3,000.00 in payments from my health savings account but failed to post the payments to my account. I have repeatedly requested that **** billing department post these payments to my account. Most of the time they ignore my messages on the billing portal; other times they request more information. I have provided them with dates and amounts of payments as well as confirmation numbers from my bank. I have provided them with bank account number as well as **** address and account numbers. They continue to not address the issue and simply ask for more documentation.

  Business response

  12/05/2023

  Account #**********

  I want to apologize for the late response to this complaint.   It was not forwarded for my handling until today.

  In the middle of November 2023 I received a letter from this patient and I handled the situation with his HSA payments 
  

  I was in communication with patient as well as his wife (per his request) and all was taken care of.

  There is no further action needed from us in reference to this situation but if patient or spouse need further assistance

  they have my email and contact information .

  
  Respectfully,

   

  *********************;

• Initial Complaint

  07/11/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My son was born in April at the hospital and spent 10 days in the ***** I have been trying to get a detailed version of his bill indicating the Nursery line item is a higher level nursery/NICU to submit to a hospital indemnity plan for reimbursement. I have tried calling both numbers on my bills more than a dozen times only to be stuck on hold for hours. Really need to resolve this.

  Business response

  08/04/2023

  our account #**********

  I do apologize as I do not recall receiving the complaint submitted on 7/11/2023.   
  I would like to advise we have already spoken to ************************* and have provided her with the detailed bill of her newborn's account.  This was done on 7/12/2023.

  I will however reach out to her to ask if we can be of further assistance. 

  *********************

  Manager, Patient Accounts Department

  ****************************

   

   

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