ComplaintsforUnityPoint Health

• Initial Complaint

  03/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had surgery 1/4/2024 at Allen Hospital. Two weeks prior to the surgery and one week before the appointment to clear me for surgery, Allen hospital called to demand I pay the full insurance deductible of $5500. I did pay the full $5500 on the day of my surgery, 1/4/2024. The *** from my insurance company stated I should have paid $2230.96 because the remainder of the $5500 deductible was applied to the surgeons bill. In February, I contacted Allen Hospital and was told the refund would be processed after the insurance check was received and processed. They expected to have this done by 3/1/24. 3/4/24 I contacted Allen hospital and was told I had to wait for the insurance to pay and there were no phones in the department that posts payments. I then contacted my insurance company who advised me the hospital cannot hold my refund hostage while waiting for an insurance payment. The hospital should have already issued the refund. I remained on hold while the insurance company called the hospital. The insurance company said the hospital will review the refund and send a check within 30 days. A patient should not be expected to make any payments prior to receiving services, and my overpayment refund should not be held hostage, and no one should be told there is no one who can help resolve a problem that should not exist in the first place.

  

  Business response

  03/05/2024

  We reviewed the patients accounts for services on January 4, 2024. An estimate was completed on December 20,2023 for services and found the patient would be responsible for deductible and coinsurance charges totaling $5503.97. The amount requested from the patient as a pre-payment was 10% of the costs or $551.00. The patient advised she did not want to pay more than $100 prior to surgery and the remaining amount on the day of surgery, as she was unsure if she would be cleared to move forward with the procedure. The patient did not make any pre-payment prior to the day of surgery. However, the patient paid estimated charges in full on January 4, 2024. Deahonnes insurance carrier processed the services and left $1003.56 towards her deductible and $2673.78 towards coinsurance, for a total patient responsibility of $3677.34. A review was conducted to ensure the carrier paid the contracted rate- which would impact the coinsurance due by the patient. During the review, a patients payments are held to avoid additional billing for services.
  We issued a refund to the original credit card used on March 4, 2024, for the patient payment in the amount of $1673.44 and the patient should see this in 7-10 business days depending on their credit card companies refund policy.

  Customer response

  03/06/2024

   
  Complaint: 21382014
  
  I am rejecting this response because: Unity Point, in February, advised me they would send a check.  Unity Point told the insurance company they would send a check.  The credit card used to pay Unity Point has been paid in full, as it is every month. Instead of receiving a check that can be deposited into a bank account, the process of requesting an overpayment reimbursement from the credit card company begins   
  

  If I wait 7-10 business days for an overpayment on my credit card, the time to respond to this inquiry will have expired.  
  

  Unity Points response does not address the poor treatment from their billing department who told me the department that handles overpayment does not have any phones.  If the credit is not received by the credit card company, this nightmare begins again.  
  

  In addition, when Unity Point called in December, the demand was for the full amount. When I advised I would pay the full amount on the date of surgery, Unity Point advised their policy requires at least a payment of 50 percent.  
  

  According to the insurance company, holding my overpayment hostage is a violation of Unity Points contract with the insurance company.  The reimbursement should have been completed as soon as Unity Point received the *** from the insurance company.

  It appears that in their quest for revenue, Unity Point acts in bad faith.  They have lied to me.  I have little confidence that my money was credited on March 4 to the credit card used for payment and would like written proof from Unity Point because if I wait 7-10 business days this issue will have been marked resolved even if the credit card company never receives the credit from Unity Point.

  Sincerely,
  
  Deahonne ***********

  

  Business response

  03/08/2024

  Date:March 8, 2024     
  Patient Name: Deahonne M ***********
  Address:         ********************;
                          *************
  Complaint ID: ********
  
  
  To whom it may concern:
  
  UnityPoint Health refunds the original method of payment, in this case the credit card used to make the payment. The refund was processed by UnityPoint Health on March 4, 2024 and applied to Deahonne *********** s credit card. The credit will appear based on the refund policy of the banking institution. I apologize ******** was told she would receive a check.
  We reviewed the phone calls made to Deahonne in December and advised her the estimated costs based on her insurance policy would be $5503.97. We did not demand payment in full but rather a 10% down payment per UnityPoints pre-service policy.******** refused the down payment, so we asked for $100. ******** refused this as well saying she was unsure if the procedure would take place. Deahonne did not pay anything on the estimate until the day of the scheduled appointment,when she paid in full. This was never an expectation by UnityPoint Health.
  UnityPoint held on to Deahonnes payment until the claim was resolved with the insurance carrier. It is not the carriers place to dictate policy for UnityPoint Health.
  
  Sincerely,
  
  **********- Supervisor
  UnityPoint Health **********************

  Customer response

  03/08/2024

   
  Complaint: 21382014
  
  I am rejecting this response because:
  
  The credit card used to pay Unity Point belongs to my husband.  I am not on the account.  The credit has not posted to his card, understanding that it has not been 7-10 business days. Unity Point is stating that ********* card was credited.  I am concerned that no refund has been submitted or was submitted to a card that does not belong to my husband.

  It was the demand for the full amount that prompted me to pay the full amount on the day of surgery.  I would have paid 10% on the day of surgery if I had known that was an option.  
  

  I am not responsible for an insurance underpayment.  The medical facility would work with the insurance company if the insurance company does not pay the amount they agreed to pay on the ****  My overpayment should have been refunded as soon as the *** was received from the insurance company.  Unity Point doesnt benefit from holding a patients overpayment and should not make the process so difficult patients need to complain to the BBB to find resolution.

  I will consider this resolved after the credit is made to the credit card used to pay the initial $5500.  I thought I was doing the right thing by paying the full amount on the day of surgery.  Unity Point has definitely educated me and I will wait for a bill to arrive before making payment in the future.

  No additional response from Unity point is necessary as the only thing to do is to wait the 7-10 business days from March 4; the date Unity Point stated the refund was sent. 
  

  An apology for the undue stress this has caused me would have been nice.  
  
  Sincerely,
  
  Deahonne ***********

• Initial Complaint

  02/26/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I had a procedure done at UnityPoint St Lukes hospital in Cedar Rapids IA on 11-27-2023. One of the items billed was $18.15 for 1 clopidogrel 300mg pill. My insurance declined to pay for the pill. They did say they would reimburse me if I paid UnityPoint the $18.15 and got from UnityPoint a receipt showing payment plus a detailed pharmacy receipt. I would mail these items into my insurance company and they would send me the reimbursement. On 2-6-2024 I called UnityPoint Health billing. I talked to a representative named ****** who processed my payment of $18.15. He emailed me a receipt for the payment and said the detailed pharmacy receipt would be mailed to me and I should receive it in 5-7 business days. When I did not receive it, I called UnityPoint billing on2-20-2024. I talked to an **** who said they would email the pharmacy receipt to me, and I should have it in ***** hours. When I did not receive the email, I called UnityPoint billing again today 2-26-24. I have made 6 calls so far and they either disconnected me or forwarded my call to voice mail that is never returned.. One representative said there nothing they could do to help, except mail another receipt, which would take 4-6 weeks to get to me. What I would like is to talk to someone who can help me. This is the worst customer service I have ever encountered. There is nobody there who can help, and they don't return phone messages.

  

  Business response

  02/28/2024

  UnityPoint 

  Central Billing Office
  PO Box 35758
  Des Moines, **  50315

  Date:February 28, 2024
  Patient Name: ******* ***
  Address:*************************************
                 *******, ** 52228
  
  
  To whom it *** concern:
  
  We reviewed Mr. **** concerns and found he made several calls to our billing department. The first call was on February 6, 2024 to pay pharmacy charges and request a payment receipt along with a statement of charges for his insurance carrier.On February 7, 2024 we sent the payment receipt and the itemized statement through the postal service. The patient called again on February 20, 2024 and advised the information was not received and was given incorrect information. During this call we advised Mr. *** to allow three to four weeks to receive the information.Mr. *** asked if there was some way he could receive this information quicker therefore we emailed the information on February 21, 2024. Mr. *** called again on February 27, 2024 (multiple times) saying he did not receive the information again. At this time, we sent another email containing the receipt and itemized statement. Typically, the email process *** take up to 48 hours while the postal service *** take 5-7 business days to receive communications. When information is sent via email the patient receives two emails as it is sent securely. The first email sent is to receive a password and once that process is completed the email is delivered containing the secured information.Representatives covered the process for secure emails with the Mr. *** on two occasions,but Mr. *** said he was not getting the emails. We confirmed the email address and asked him to check his spam folder, yet he was not able to find the emails.
  On February 27, 2024 we requested a copy of the pharmacy report so he could submit this to his carrier for reimbursement. This document was sent via postal mail and email to ensure it was received.
  I called the patient on February 28, 2024 and he confirmed the information was received via email.
  
  Sincerely,
  
  **********- Supervisor
  UnityPoint Health Central Billing Offices why here...

  Customer response

  03/01/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* See

• Initial Complaint

  02/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am a Veteran, 100% Serviced connected. My bill should have been paid through OPTUM VA. The VA rep has been dealing with the billing depart since June 26th of LAST YEAR. *** has reached out a total of EIGHTEEN TIMES to Unity Point billing!! My bill is covered by Optum VA if your billing department would actually work with ******* rather than be aggressive and bullying the VA rep. *** was trying to assist me, after i had made several calls to billing and now EIGHTEEN phone calls later nothing has been resolved with your billing department.EIGHTEEN calls to billing. *** has been unable to talk to the same person twice and has gotten different answers everytime she calls as to the status of the bill. The VA rep stated today the last billing rep she spoke to the last billing depart rep the man got very aggressive with her on the phone and said well its the patients responsibility and i just needed to pay my bill. My bill is covered by optum VA but YOUR billing department is combative and unhelpful. I am also ****** about how the VA rep was treated by YOUR GARBAGE BULLYING billing department.I am 100% service connected through the VA and St Lukes/Unity Point billing has done absolutely nothing to help get this resolved. I in fact called the hospital today and the operator refused to let me speak with any of the patient advocates and told me that i just needed to call billing after i had already told her 3 times previously that i had called and the VA the billing department and no one at Unity was doing anything to get the bill resolved. I ended up calling Unity Point hospital in Fort Doge and Des Moines to try to get help with rectifying this bill in SIOUX CITY. Everything about this situation is absolutely INSANITY. So now i am told i have to file a grience agaist the hospital. Very frustrated. Based on this experience i will not be back to unity. I would advise any other veteran to avoid unity point. Billing department is atrocious.

  

  Business response

  02/20/2024

   I reviewed the account in question and found we did not have the VA authorization initially and charges were billed to the patients Champus coverage. ******* paid on the charges but left a portion to patient responsibility for deductible and coinsurance, therefore the patient was billed. The patient called and asked to have charges filed to the VA, but we advised we were unable to do so without an authorization number. An advocate with the VA called and supplied the authorization information on June 30,
  2023 within timely filing guidelines. The authorization number was added to the patients' professional charges for her visit but not for the facility charges in the emergency department. We spoke to the VA patient advocate again on August 24, 2023, and were asked to have the facility charges billed to the VA in ***** *******. We billed the facility charges to the VA per the advocate's request.
  On September 21, 2023, we received another call from the VA advocate advising the claim was not received and needed to be submitted to the VA. Charges were resubmitted to the VA and on October 5, 2023, we checked the status of the account. ***** at the VA advised they still did not receive the charges, so we resubmitted the claim again to the VA. The VA patient advocate contacted us regularly from October 2023- February 2024, advising they never receive the charges for the emergency room.
  I reviewed multiple calls and never heard a representative say the patient needed to pay the charges. The representatives were professional during the calls but did not escalate the issue to be corrected. I apologize for the frustration this caused the patient.
  Due to attempts to have the charges submitted to the VA by the patient and the VA advocate, we decided to reimburse the payment we received from Champus and adjust the charges for the patient. There was a valid attempt to provide us with the information to submit the charges, yet due to issues not identified, the claim was never paid. I contacted the patient by phone on February 16, 2024 and advised her of the steps we had taken. 
   
  
  

  Customer response

  02/20/2024

  Hello, 

   

  I wasn't sure what to respond. When first i checked into the hospital i told the receptionist I was Optum VA. They billed tricare instead. This is the second time St Lukes done that. The supervisor i spoke to at central billing (*****) has said that was error on their part when we spoke to just bill tricare/when it should have been billed to OPTUM. 

   

  Also the advocate that i was working with at the VA's name is *****. I have no idea who ***** is? Is she someone new? Or the advocate with Unity. I had offered to give ***** my advocates information so she could speak to her and she said no she already had a contact. 

   

  Secondly is St Lukes saying that i am not responsible for payment since the valid attempts were made to provide the authorization #? 

   

  Thanks for your help

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

  

  Business response

  02/20/2024

  
  Date:February 20, 2024
  Patient Name: **************************
  Address:******************
                 Sioux City, **************
  Complaint ID: ******** Rebuttal
  
  To whom it may concern:
  
  The patient, *****, advised during our phone conversation that she had not followed through with the VA to get the authorization number but was under the impression the hospital staff would do that for her. I believe this was a misunderstanding between the facility and *****. Patients always have a responsibility to contact their carrier and supply the necessary information.  ***** stated she told the registration staff this was to be billed to the VA.  However, since we did not have an authorization number initially, we were unable to bill the VA and billed charges to Champus.  This was rectified when the patient advocate (*****) provided the authorization number to us. At that time,we billed the VA for the charges but for unknown reasons the VA didnt receive our claim, even after multiple attempts to send the claim to them. We called the VA and spoke with ***** who confirmed the claim was not received. Therefore,since the VA advocate (*****) was able to provide an authorization number within the timely guidelines we made the decision to remove the charges, returned the payment to Champus and there is nothing for the patient to pay.  The patient may disregard any prior billing statements. 
  
  
  Sincerely,
  
  ********** - Supervisor
  UnityPoint Health Central Billing Office
  us why here...

• Initial Complaint

  10/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Billing dispute for my son. Dates of Sevice-8/18/21 and 8/16/21. He had trustmark for primary insurance and amerigroup for secondary. **** are continuing to bill me for this visit. I have spoken to them over 10 times in last 2 years. I have done everything necessary to give correct info. I have given info to the insurance companies (primary and secondary info do it can be paid correctly.) Total is $320.00. Amerigroup rep spoke with billing. they keep saying disregard the bill, we will get it changed and sent to insurance. I continue to be billed with threat to be sent to collection agency. When I make a payment on my current account for my OWN visits- they are taking this money and applying it to my sons dates that I do not owe. Last, It is well past timely filing of 180 days and they will no longer pay this claim per amerigroup rep. **** are now trying to collect money from me for my sons account who has ******** (i thought this was illegal) for two claims that insurance wont pay on due to their mistakes. I call them over and over and every time i call, they have no records of me calling they act like, and always seems like this is totally new to them or they tell me something and then something different the next time I call. I have attached my online messages with them. I can only see what Ive sent. I can not see their response to attach.

  

  Business response

  11/21/2023

  The account has been reviewed. We have submitted the claim to the insurance companies and received denials. We have also, contacted the patient multiple times to resolve the insurance denials. We will contact the patient again. Also, the payments mentioned we applied to the patient's other account per their prior request. 

  Customer response

  11/22/2023

   
  Complaint: 20731377
  
  I am rejecting this response because: I have never been contacted by unity point health in regards to any denials.  There is still a $25 copay unpaid in March that is being applied to my ***** account. I have called personally multiple times and tried to resolve this issue and provided the correct primary and secondary insurance information.  Every time I have called the reps stated there was no record of any insurance info I provided.  I spoke with an amerigroup rep as well who called unity point billing who informed her they would resubmit the claim and to disregard any bills.  Amerigroup rep also informed them that it is illegal to bill a ******** patient who has provided all of the information needed for them to send claim correctly.  These claims have been denied per the insurance rep I spoke with due to timely filing.  To my knowledge this claim should be closed and written off. This is not my error, it is the error of poor communication and documentation of unity point billing.  This balance need to be removed from my account as I am not responsible for this payment.  
  
  Sincerely,
  
  *******************

  

  Business response

  11/27/2023

  To whom it may concern:
  
  We are responding to the BBB complaint # ******** from a guarantor and mother of patient *********************, *******************, regarding services on August 16 and August 18, 2021. ******************* who is the patients mom and also the guarantor, did not provide any insurance information during either visit therefore we submitted charges to the only insurance carrier we had on file, Amerigroup. Amerigroup denied the charges for both service dates- August 16 and August 18, 2021, saying they needed the primary payor remittance advise to process the accounts. Due to the denial from Amerigroup, we sent the guarantor a letter requesting insurance verification on February 3, 2022. We did not receive a response from the guarantor until October 6, 2022. At this time ******************* advised us there was a Trustmark policy- but the information we were given was not accurate and Trustmark denied both services.
  
  Charges for - August 16, 2021, in the amount of $135.00 and August 18, 2021, in the amount of $160.00 will remain as ********************* responsibility. We are well past timely filing and are unable to file claims to the correct insurance carriers. ***** may work with her insurance carriers on benefits, and we have sent the necessary forms to her home address.
  
  Regarding the payments for $54.00 and $52.00,both were applied to account ********* for ****** services per her request. 

• Initial Complaint

  09/27/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I received medical care at your hospital on September 27, 2022. I never received a bill from your hospital and had no knowledge of a debt until I received a text from ************************* debt collector on August 16, 2023. I asked the debt collector for a detailed invoice and received a letter dated September 8, 2023. The details within this letter listed that I was uninsured at the time of visit, which was not true. Upon arrival at the hospital, I gave the receptionist my insurance card with ************************ Shield. I called your billing office in early September to explain the situation and I was told I was outside the 6-month window to submit the bill to insurance. I did not know about the bill until I was already outside the 6-month window. My out-of-pocket maximum was already hit before that visit so I was not expecting any charges.I ask that you waive my bill of $643.74 since it was not filed through my insurance due to the fault of your facility.

  

  Business response

  10/09/2023

  UnityPoint Health

  **********************
  PO Box 35758
  Des Moines, **  50315

  Date:October 9, 2023
  Patient Name: ***************************
  Address:******************************
                 ******, ** 50021
  Complaint ID: ********
  
  To Whom it may concern:
  
  After review of ******************** account, we found billing statements were sent to the address of *********************************************************** as provided by the patient. Statements were sent on October 18, 2022, and November 18, 2022,with both statements being returned due to a bad address. On November 19, 2022,we called and left a voice message for the patient on phone number ************, that the patient provided. We did not receive a returned call and so another call was made on December 10, 2022, and we left another voice message. Since we did not receive a response from the patient, we sent the account to our second level collection agency Revco to reach the patient and make collection attempts. This agency was also unsuccessful getting a response from *************************** and transferred the account to our third level collection agency, Eagle, on July 17, 2023.
  
  On August 19, 2023, ******************** called saying he never received a billing statement for the services and requested his insurance be billed. We did not have insurance coverage information to bill his insurance carrier and were past timely filing guidelines, so he was advised we were past timely filing to bill the charges for him.
  
  ******************* was not roomed in the emergency department and left before being seen,therefore registration was never performed. We billed the patient only for services received and there were no emergency room charges associated with the billing. Since we did not have insurance information, we applied a self-pay discount of 20% ($160.93). We are able to supply the patient with the billing information so he may file and work with his insurance carrier on processing the charges, but due to timely filing guidelines are unable to bill this for him. The charges on the account are correct and due by the patient.
  
  
  Sincerely,
  
  **************
  Supervisor UnityPoint Health **********************

  Customer response

  10/14/2023

   
  Complaint: 20661039
  
  I am rejecting this response because:

  The response from UnityPoint Health is not accurate. Statements were returned to them due to a bad address because they were never attempted to be sent to *****************. I did call on August 19th to dispute the bill and say I never received a statement. On that same call, their records will show the address was changed because they had just random numbers listed as my address. I first learned about the bad address from Eagle, their third level collection agency, who recommended I reach out to UnityPoint directly after I detailed the issues to them. I never heard from Revco, their second level collection agency, likely because they also had the bad address. Eagle texted me in July and I received and quickly responded to them. 

  On the night in question, I checked out with the front desk before leaving that night. If they still needed my insurance card they should have asked for it before I left. My wife remembers handing it to the lady at the front desk when we initially checked in. This is a poor process that is causing patients to be stuck with bills that should be going smoothly through our insurance.
  
  Sincerely,
  
  ***************************

  

  Business response

  10/18/2023

  After review of Mr. ********* account, the original address was the service date since information was not provided by the patient at the time of service or following services received. This did contribute to the bad address situation,but we also attempted to contact him via phone number ************ without success. Since this was our only communication option, we made several attempts by phone. Please see the dates calls were placed to the patient:
  
  November 19, 2022
  December 10, 2022
  
  Revco called the patient on the following dates:
  
  December 31, 2022
  January 3, 2023
  January 10, 2023
  January 17, 2023
  January 19, 2023
  January 24, 2023
  March 17, 2023
  May 25, 2023
  June 2, 2023
  
  We did not receive a response from the patient therefore we sent the account to our third level collection agency. Once the account was sent to Eagle, they found the patients address. On August 19, 2023, the patient called our office and requested the account be ran through his insurance, however we were past timely filing to bill services. The patient may work with his insurance carrier and request they process charges for the services received. The patient also requested a financial assistance application.
  
  We performed our due diligence and patients have a responsibility to provide their billing information and insurance information. The patient left without being seen after triage and never provided any of the necessary information for billing purposes. Charges are accurate and are the patients responsibility. 

• Initial Complaint

  09/11/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On Dec 16, 2021 I was seen at *********** Health for covid symptoms and testing. I had not yet gotten my new insurance cards (effective Dec 1, 2021) so it was billed to the wrong insurance. Upon getting the denial letter, I immediately contacted *********** (Jan 2022) and gave them the updated insurance information. This information was not recorded or submitted again to insurance so I received another bill. I contacted them again in April 2022 to give them the correct insurance, again the information was not updated and it was submitted to the wrong insurance company. This same thing has been happening since and now I am being told that they can no longer timely file so I am responsible for the bill. Under the free COVID-19 Testing Act there should be no charge for this service and I should not be responsible as I gave them the correct insurance information several times. I have escalated this several times with the company, they tell me a supervisor will contact me and no one calls me back.

  

  Business response

  09/11/2023

  Please provide a release of information from the patient is discuss this claim.

  Customer response

  09/12/2023

  Here is the ***** form requested for my complaint.
  
  Thank you,
  ***************************
  

  
  

  

  Business response

  09/19/2023

  UnityPoint has reviewed the claim in question and agree that it was billed to the patient in error. UnityPoint contacted the patient on 9/19/23 to inform them of the mistake.

  Customer response

  09/19/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  08/16/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  In January I received a bill in the mail from Unity Point health from a doctor and clinic that I had never heard of or been to. I had never been to a doctor or clinic in Sioux City, Iowa. There was no information on what service they had provided nor any information on any referrals. It certainly appeared to be a scam. So I ignored the first bills that they sent. Finally I responded that I wanted information on why it was a legitimate bill, and why they had not submitted the bill to my health insurance company. To my knowledge, all legitimate health care companies submit all health care bills directly to health insurance companies. Unity Point Health seems unwilling to submit this to my health insurance company. I would like to know why they are unwilling to follow industry standards. I would like for Better Business Bureau to put in a request to Unity Point Health to submit this to my health insurance company.

  Customer response

  09/01/2023

  See attached HIPAA Authorization

  

  Business response

  09/05/2023

  We have reviewed the patients complaint and our findings are below:
  
  The charges incurred by ************************* are for a ****** Monitor Review and Interpretation with report.  The ordering provider was ********************** from a clinic in *******, **** and was not part of UnityPoint Health system. The monitor was given to the patient at Valley Hospital and the charges are for the professional component of interpretation with report. The patient was monitored for three days, starting on January 20, 2023, and ending on January 22, 2023. The patients insurance information was not provided to UnityPoint Health,so we were unable to bill the patients health insurance carrier.   
  
  The patient was sent statements on February 9, 2023, March 9, 2023, April 8, 2023,May 8,2023.  The patient did not call regarding the charges for $59.00, provide any insurance information or even inquire on why we were billing the charges. Had the patient contacted UnityPoint Health we would have filed charges to her health insurance carrier.  We must follow timely filing guidelines when filing any insurance and these charges are likely past timely filing now.  On June 10, 2023, after not receiving a response from the patient, we sent the charges to a collection agency.
  
  The charge of $59.00 is valid.  

  Customer response

  09/12/2023

   
  Complaint: 20479223
  
  I am rejecting this response because:  Unity Point Health is still not willing to submit this to my health insurance company.  All other health care providers automatically submit all health care charges to health insurance companies and the health insurance companies pay the health care providers directly.  Unity Point Health has refused to follow this industry standard practice.

  I do want to thank Better Business Bureau for your help in this.  Unity Point Health has finally given me an explanation for the charges.  Up until BBB got involved, Unity Point Health has refused to provide that information.

  I recommend to BBB that you go ahead and close this complaint.  Unity Point Health has made it very clear that they are not going to submit this to my health insurance company.  I wonder why??????

  Again, thank you to BBB for being an advocate for the little guy when a large corporation abuses their power.  You have renewed my confidence in BBB.  Thank you!!
  
  Sincerely,
  
  *************************

• Initial Complaint

  08/09/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My son visited the ** in Des Moines back on March 11, 2023. What has followed has been the worst experience I've ever had from a medical facility in my entire life.Before insurance, the bill was for nearly $5,000 for a run-of-the-mill food poisoning. They gave him IV fluids and anti-nausea meds and sent him on his way. I received the first bill a month later. I had to call multiple times to get an itemized bill mailed to me. Twice they just re-sent the non-itemized bill to me. I finally received an itemized bill on May 22, 2023.I researched and discovered what I thought was a coding error. They charged for a Level 4 ** visit which I felt was upcharging. I called UnityPoint on 6/6/2023 and after spending about 30 minutes on the phone and getting transferred multiple times, I got to someone who was able to flag the bill for a coding review. They said it would be "a couple of weeks".After hearing nothing, I finally called on 7/11/2023 and was informed that the coding review was finished and they had deemed the initial coding correct. There was never any notification to me that it was actually done, any reasoning sent to me on why the level 4 visit was justified, or any way for me to appeal. The representative on 7/11/2023 informed me that I could email them with a "Settlement Offer". I emailed them a settlement offer on that same day. In that email I stated that I was past due because of their delays and that I shouldn't be turned over to collections.On 7/14 I received an email back stating my account was on hold from collections and they were processing my offer. On 7/17 I was notified that my offer was rejected, with no feedback or counteroffer. I replied that day asking for an appeal process. They responded 8 days later (7/25) that there was none. I went to pay my bill on 8/8 and discovered a portion of my bill was sent to collections. Over 8 weeks of time was wasted by them, I should not be sent to collections because of their delays.

  

  Business response

  08/14/2023

  Please see the attached response to the claimant's complaint.

  Customer response

  08/14/2023

   
  Complaint: ********
  
  I called at 4:30pm today (8/14) to pay the bill in full.  After sitting on hold for a long time, I spoke with an agent.  She stated that the bill was still in collections and that she was unable to take my payment because of that.
  
  Sincerely,
  
  ***************************

  

  Business response

  08/16/2023

  The patient's account was never pulled from collections but placed on hold.  At this time the guarantor/father will need to work with the collection agency to make payment.  

  Customer response

  08/24/2023

  I'm seriously not making this up - it's incredible how much of a nightmare this has been.

   

  I did finally get a letter in the mail late last week from the collections agency, Revco.  I called them this morning to pay the bill.  I entered my account number into the auto-pay prompt and was told it couldn't be found.  Hung up, called again, and talked to an agent.  They said that the account had been "recalled" back on 8/14.  I asked exactly what that meant, they said that someone from UnityPoint had marked that the bill had been sent to collections in error, and that the debt was owned by UnityPoint now.

   

  I immediately called UnityPoint after that.  I went through the auto-pay prompt and was again told my account number wasn't found.  After 30 minutes of sitting on hold and talking to an agent that wasn't able to really see anything, I was transferred to Central Billing.  After a minute or two of looking into it, the agent put me on hold for a couple minutes, and then I was sent to a voicemail box.  I hung up out of frustration.

   

  I guess at this point I just wait to see if I get a bill from UnityPoint mailed to me?  It's beyond frustrating to have tried to pay my bill for two weeks now and can't.  No one at UnityPoint knows anything.

  

  Business response

  08/28/2023

  We requested the account back from collections to assist the patient and this typically takes about a week. However, the father called prior to the account being return.  We have reached out to the only number on his account several times but have not been able to reach the guarantor to advise the account is in house and we can take a payment.  

  Customer response

  08/30/2023

   
  Complaint: 20441430
  
  I am rejecting this response because: absolutely nothing was done by the hospital to listen to my concerns.  I took every avenue available to me, every "review" was done with no input from me, and they never actually responded to me at any point -- I had to repeatedly call in to get status updates.  Every time I called I had to sit on hold for 15 minutes or more.  Never once in any of the voicemails they left did they leave a direct number, I was forced to call into the same toll-free number, sit on hold for *************************************************************************************************************************** the hold queue.  It took weeks to get an itemized bill.  It took weeks for a coding review.  It took weeks for them to reject my settlement offer.  They immediately sent me to collections, but then it took weeks again for them to recall my account from collections.  Never once did they compromise, or even show any understanding regarding my concerns.  I have a credit rating over ********************************************** my life.  This has been absolutely the worst experience I've ever had dealing with any business, ever.

  I have paid my bill in full and pray that I never have to deal with UnityPoint in any way shape or form ever again.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  06/27/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  March 21st, my husband went to UnityPoint (UP) Clinic at Lakeview for an annual physical. I'm filing this claim because I'm the insurance plan holder. Prior to his visit I have confirmed with ******************* Blue Shield regarding all his charges with a routine physical exam and blood work and routine immunization. All of those are included in the annual benefit and can be completely covered by insurance. We went for annual physical with confident knowing that we will not expect any bills. We were charged a total of 78$ deductible after insurance so I called UP billing department to inquire about why there is charge on a routine checkup. The first time, UP billing department basically could not tell me why a charge is generated on really basic routine checkup that is included as annual benefit for nearly all medical insurance plan. so they directed me to ask my insurance plan. Second time, they are saying because other health problems are mentioned in physical exam therefore another doctor visit is billed. I ask "So patient cannot tell doctor about their health issues during annual physical exam? We did not come in to treat past health issues, we came in for annual physical and of course health issues were discussed." Staff online agreed with me. Then she check again and said we are billed another doctor visit because it is my husband's first time in UP. I visited ** for the first time in 2021 for an annual physical at UnityPoint Norwalk and the UP did not charge me an extra doctor visit due to the fact that it was my first ever visit with UP. The fact that the billing department took three tries to explain the charge to me was suspicious. My husband was not informed about being charged an extra visit due to him being UP for the first time.Billing is not transparent.I've been to other clinic nearby where there is an extra charge for first time establishing PCP and patient relation during annual physical and the charge was due before the visit. Very clear to me.

  

  Business response

  06/28/2023

  We do not have the spouse's name- date of birth or other critical information to move forward.  A HIPPA consent was not attached to release information.  if the complainant is able to provide this information and consent, we would be able to review the account to resolve her dispute.  

  Customer response

  07/05/2023

  Here is the information:

  Name: *********************************

  DOB: 03/23/1991

  Visit Summary included in attachment.     Called UnityPoint inquiry about HIPPA and they are saying as long as I have this record from mychart portal with visit summary   I can just download and print that without needing to sign HIPPA release form.  Thank you.

  

  Business response

  07/05/2023

  As you are aware a patient is to complete a HIPPA authorization in order for us to provide any information.  This is not accurate information, and we will not provide any information until the necessary forms are completed.  

  Customer response

  07/05/2023

   
  Complaint: 20239692
  
  I am rejecting this response to provide the ***** Release to BBB.
  
  Sincerely,
  
  ****************

  Customer response

  07/10/2023

  See attached completed HIPAA Form 

  

  Business response

  07/10/2023

  Please see the attached letter and Preventative Exam Agreement. 

  Customer response

  07/11/2023

   
  Complaint: 20239692
  
  I am rejecting this response because:

  *****************************************************************************************
  I would like to use *** own word to argue my case. Link above stated that A preventive visit is a yearly appointment intended to prevent illnesses and detect health concerns early, before symptoms are noticeable.Preventive visits could be an annual physical
  Link stated above also said:
  Office Visit: ************************* visit is designed to discuss new or existing health issues, concerns, worries or symptoms.
  Patient came in for an annual physical exam. In the beginning nurses asked background questions such as family history. Patients direct family members colon cancer diagnosis at early 40s were mentioned and recorded. Doctor came in and read what was recorded regarding this family medical history. Patient elaborated more on diagnosis and cancer treatment and demise of this direct family member to doctor.
  Patient did not have any new or existing health issues or symptoms regarding his colon health. Patient at no point stated anything remotely similar to Ive been having abdominal pain and I think I have colon cancer please treat my colon cancer and refer me to a gastroenterologist." If we would have had concerns about possibility having colon issues concerns worries or symptoms such as pain, we would not have come to a family medicine doctor for an annual physical exam; we would have directly gone to a gastroenterologist.  Our insurance policy is HDPD therefore PCP and referral is not mandatory. It would have not been necessary for us to come to this family medicine doctor for a referral.
  The prevent examination agreement form signed by patient was to agree to any legitimate and reasonable copays or deductibles that *** have generated with this visit causing an office visit. Which to our knowledge there was none because we did not discuss any new or existing health issues,concerns, worries or symptoms. All health discussion was for the purpose of prevention not treatment which is categorized as preventive care not office visit. The purpose of family medical history mentioned was for prevention of illness and detect health concerns not treating or getting well on existing or new health issues.  There were none existing or new health issues that needed to be treated or begotten well.
  It does not deem reasonable or legitimate that a patient answering nurses question about family cancer history and later elaborate on family members health history ought to generate charges just because a prevention examination agreement was signed. It seems illegitimate patients are responsible for any charge possible UP comes up with just because patient signed prevention examination agreement. Preventive care should not be billed as office visit just because patient signed prevention examination agreement. It is unreasonable if patient discussing family history to a first-time family medicine doctor generates charges. It concerns patient that we can no longer freely discuss family history with nurse or doctor even when we are asked to because bills might generate. If this is *** billing system, we do not think we want to honestly discuss family medical history unless a payment of office visit is saved up and budgeted out for any future preventive exam appointments.
  
  Sincerely,
  
  ****************

  

  Business response

  07/11/2023

  The patient discussed medical concerns and ongoing medical issues with the provider during the annual exam, resulting in additional charges.  

• Initial Complaint

  04/10/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On Monday, July 11, 2022 my daughter, son-in-law and I arrived a **** Illinois Pain Consultants for a doctors appointment. My physician at Dubuque Internal Medicine recommended an injection for backpain cause by my spinal stenosis. This is a permanent condition and I suffer from occasional flair up that respond well to the injections. In the past, we simply went to the pain clinic and received the pain injection the same day. When we arrived at the appointment we were informed that the *********** does not do pain injections on Mondays and that we would have to reschedule the appointment on that day that this procedure is performed. My daughter worked with the receptionist to reschedule the appointment on another day. I sat in my wheelchair while my daughter worked out at time for an appointment. We were back in the car in approximately 15 minutes. During the time we spent at the *********** I did not receive a medical exam, I did not speak to a physician, no diagnosis or treatment recommendation was received, and I never entered at treatment room or received any treatment. UnityPoint insists that I entered a specialty room for treatment and observation, yet no such events occurred. I have been billed ****** specifically for the use of the room but we spent nearly the entire time at the receptionist desk. We never spent a minute in a room that resembled at treatment room. I was never in a room like the one used when I received my previous injections. There was no imaging equipment, no treatment table, I was never in a treatment gown like I was in previous treatments. My daughter and son-in-law never left my side, but in previous treatments they were not allowed in the treatment room. We simply rescheduled the appointment and I never return to UnityPoint for this matter.

  

  Business response

  04/18/2023

  If we receive a signed release of information, we will provide additional information.  

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