ComplaintsforAtrium Health Navicent

• Initial Complaint

  10/27/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This messge was submiited on the hospital's website: To whom it may concern: I was dropped off at Atrium health ER ****** ***** ** ** *********** **** ***** ***** *** ******** ****. At the time, I didn’t know how severe my pain was or wasn't and neither did anyone else in the ER. I waited patiently and in pain thru 2 code blue calls and 1 trauma to ER, which was around 5:20 p.m. After the trauma to ER I left and went to ********, where I was admitted, seen and discharged in less than 3 hours. I left Navient ER because I had not been seen by a doctor and I was still in pain. Every time I asked about seeing a doctor or going to the back, I was advised that they were waiting on a room, yet I saw two people, who were checked in AFTER me, were called to the back and subsequently discharged. How do I know? I saw the prints in their hands, that EVERYONE gets upon discharge. I understand staffing shortages however, there is no way anyone should wait that long to not be seen and still be in pain. I was never seen or diagnosed by a doctor and so I should not receive a 250.00 bill for service I never received. I am requesting that you remove that amount. I appreciate your time and assistance in this matter. Thank you, **** ***** This message was submitted on their website with this response: Charges are not based upon the time spent in the ER facility nor with the clinicians but, rather the medical problem that brought you to the ER fcility. Even though you may have left prior to the provider’s diagnosis, medical services were rendered. I have sent you a detailed itemized statement via the MyAtrium portal for you to review. Based upon the explanation of benefit from your insurance carrier regarding the date of service ********, account number **********, the patient financial responsibility is a $250.00 copayment for the ER visit. I should not pay the 250 because I was never seen by a doctor to be charged this fee

  Business response

  10/30/2023

  
   “We are very sorry to hear that we did not meet your expectations.  We take every issue at our hospital seriously and we appreciate your feedback.  We do have a procedure in place for patients, family members and visitors to the hospital who wish to file a complaint. We want your experience at The Medical Center Atrium Health Navicent to always be one of professionalism and courtesy.  To file a complaint, please contact Atrium Health Navicent’s Office of Public Relations at *************
  Thank you for taking the time to let us know how we can improve your experience.”
  With additional information provided about your visit, I will be happy to assist you. You may call me directly at the contact number above.
  Thank you again for your input.
  
  Gail P******
  **** ********* ****** ** ****** ********* ** ***** ******** *** ******* ******* ******* ****** ******* *****
  
  Atrium Health
  Navicent Health is now Atrium Health Navicent

• Initial Complaint

  06/15/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am not liable for this debt with Atrium Health Navicent Medic. I do not have a contract with ******* **** ******* Inc. They did not provide with the original contract as requested.

  Business response

  06/19/2023

  Please have the patient call the Public Relations office if he would like to discuss this. I called the number listed and when I told him I was in PR with the hospital he hung up. When I called him back he didn't answer and his mailbox is not set up.

  Best,

  Gail P****** 

   

• Initial Complaint

  03/23/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I received medical services from an Atrium Health provider in **** and ***** Atrium Health (1) billed my insurance multiple times for the same service and (2) failed to correctly credit payment from my insurance provider. My family (me, my husband, and my son) have provided documentation (statements, EOB, etc.) multiple times clearly showing the insurance payment from ****** and the duplicate billings. We have been told that the case was sent to the "research department" to track down the payment. During that time we continue to receive mail and email notices along with repeated phone calls from Atrium that the account is overdue, we must pay, etc. Repeated calls to customer service over a period of months typically result in "we will reset the account to stop the calls, notices, etc.". The notices and calls continue regardless. The most recent development was Atrium sending the account to collections, despite assurances that the situation was "being researched". An immediate call to Atrium resulted in an admission that this was a mistake and that they would escalate the investigation and resolve the situation, including pulling back the account from collections. They simply will not stop harassing me for something I do not owe, despite hours of phone calls and assurances. At this point I feel like I have no recourse available and I am being punished for the failure of their system. Every time I or a member of my family talk to them, they assure us they will investigate, resolve, handle, research, etc., and every time the notices, calls, and threats continue.

  Business response

  06/29/2022

  Business Response /* (1000, 5, 2022/03/24) */ Opened a ticket for review. Gail P***********

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