ComplaintsforNorthShore University HealthSystem

• Initial Complaint

  11/20/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My balance was $0 with NorthShore. Then, I logged into my account and saw I had an outstanding bill of $68 from an appointment last January, out of nowhere. This is a billing error. I dont owe them anything. I emailed customer service and never heard back. My balance was $0 and thats what it should be. Furthermore, I never had an appointment on that date they claimed and even if I did I always have insurance. They need to remove this incorrect charge from my account!

  Business response

  11/21/2022

  Hello, the charge amount of $68 is for an online digital visit with Internal Medicine on 1/7/2022. The service was billed to BCBS Out of State and was denied by your insurance carrier.  For more information regarding the denial please follow up with BCBS directly.  For information about the charge log in to NorthShore Connect and review your after-summary visit details. If you have additional questions, please contact us directly at ************, Monday - Friday from 8:00am to 5:30pm. Thank you 

  Customer response

  11/22/2022

   
  Complaint: 18442042
  
  I am rejecting this response because:
  
  I never had an online visit in this day! This is incorrect! And its nowhere in my appointment summary. This is incorrect! Remove this now! 
  Sincerely,
  
  *********************************

  Business response

  12/01/2022

  Hello, our records show that we contacted you on 11/28/2022 via telephone to inform you of the charge for this visit. Specific details about the visit was shared with you at that time. You can also request your ****** notes from the doctor's ****** or from you NorthShore Connect account. Thank you,  

  Customer response

  12/02/2022

   
  Complaint: 18442042
  
  I am rejecting this response because:

  You need to put the charge to $0. This was billed erroneously. 
  
  Sincerely,
  
  *********************************

• Initial Complaint

  10/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This health care system is in severe decline. My family has lived in the community for 4 generations. My Father who is almost ****************************************************************** an ambulance and waited 6 hours to be seen. We found out that every hospital has it "speciality" so if you are admitted for one thing and develop something else, you will be transferred. My Dad spent all night in an ER bed; was transferred to another hospital for a procedure and ended up going to a third hospital to get a neurology consult. ER is used as a weigh station for patients waiting for hospital transfer. That's why ERs are always full. Someone needing emergency care has to wait an unnecessary amount of time because ERs are being misused. All this system cares about is how to make/save money. They don't care about patients. Honestly, their poor practices and policies run the risk of making patients get worse. The ********************* deserves and should demand much better care than this.

  Business response

  11/08/2022

  Good morning, this complaint was sent to me in error.  I forwarded it to the appropriate team on 10/31/2022. I will reach out to them again. I apologize for the inconvenience. Thank you, 

  Customer response

  11/08/2022

   
  Complaint: 18326379
  
  I am rejecting this response because: it says the complaint was sent in error.   Was it sent to proper business.   Its North Shore University Health System.   There is no real response to my complaint. 
  
  Sincerely,
  
  *************************

  Business response

  11/11/2022

  Good afternoon, the complaint was forwarded to Patient Advocacy at NorthShore University HealthSystem for review and a response.

• Initial Complaint

  10/06/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  March 22 ********************************************************************************** their ***. I have ************************************* Choice POS II. I was told by my doctor's *** to call my insurer to ensure Evanston Hospital was in my network, a part of Northshore university health system as they warned the ******** was not covered by *****, but they could send to this location if it was covered. I called my insurer and they confirmed in network coverage for Evanston hospital and the *** completed the samples collection and testing through Evanston Hospital, visit # ********. (Account in question 2746421.)I checked my claims and some claims were processed and paid 100% by Aetna for this date from Evanston Hospital. However, I still received a $422 bill that was eventually sent to collections, claiming I owed for the above visit date. I called Northshore on 10/6/2022 and they stated they had my insurance information attached to the claim, but they never sent for processing. They stated they will process the claim with insurance now.How does a healthcare provider not bother submitting claims to a patient's insurance and instead send them a bill? I'm confused as to why I DO see claims submitted and paid by my insurance but Northshore still submitted a bill to me, with no itemization or codes just a general line item. Very deceptive and questionable.I guess we will see if they process the claim with my insurer as I hope. I'm very unhappy to be hassled for money by a debt collector and law office I don't owe when I confirmed coverage with my insurer and the provider failed to submit the claim. I will avoid using this *** / Northshore going forward.

  Business response

  10/10/2022

  We apologize for the inconvenience and want to confirm the claim was filed with your health insurance on 10/07/2022. If you have any additional questions or concerns, please contact us directly at ************. Thank you 

• Initial Complaint

  06/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Honestly one of the worst hospitals ever. I came in for extreme back pain. I apparently passed out in the waiting room and then took me back to a room. When it came to the ** visit for my back pain, they spent less than 10 mins on me, didnt even give me a regular eval, didnt even have my chart up, and had security ****** me out because they wanted to flip the room. I left and went to another **.

  Business response

  07/11/2022

  Good morning, I forwarded the matter to the appropriate team handling this. A reply will be sent by them as soon as the review is completed.  Thank you, NS 

• Initial Complaint

  05/31/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The billing department refuses to submit my claim to my insurance company. I provided all insurance information in the format required to North Shore before, during, and after the visit. The billing department refuses to send a claim to my insurance company despite me and my insurance company calling multiple times. I do not owe the money billed for because I have reached my out of pocket maximum by insurance. However, North Shore refuses to **** my insurance company, which is against the law.

  Business response

  06/01/2022

  Good Morning, we have made several attempts to submit your medical claim to your insurance company. They have informed us that there is an issue with your date of birth. Their information does not match what we have on file. Therefore, the claims we have attempted to submit are not accepted. We are in the process of submitting the claim via Fax to your insurance company at ************. Please note, this may be our last option to get your insurance company to accept the claim from NorthShore University HealthSystem.  If this fails, I recommend that you follow up with your insurance company and request a conference call so we all can join in on the call to try to resolve the discrepancy. We apologize for the inconvenience and will continue to do what we can to help. Thank you

  Customer response

  06/03/2022

   
  Complaint: 17294005
  
  I am rejecting this response because:

  I have called my insurance company multiple times about this issue and they have called you multiple times. The *** issue has been known since January and the insurance back of the card asks for claims to be mailed to them. You both have the correct ***  This is clearly a software issue.  Weve been talking about this since January. Please VOID the **** until the claim has been submitted AND confirmation of receipt of the claim has been obtained from my insurance company. . 
  
  Sincerely,
  
  *****************************

  Business response

  06/08/2022

  We have supporting documentation that the original claim was rejected by your insurance carrier. We also recently resubmitted the claim via fax directly to your insurance company as previously mentioned.   We will mail all of this information to your home address so you can have in case you decide to file an appeal with your medical insurance. At the moment we will allow about 30 days for your insurance company to process the most recently submitted claim.  Please contact us directly with any additional questions.  Our office is open from Monday - Friday, 8:00am to 5:30pm. Thank you

• Initial Complaint

  02/23/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My ex wife and I got divorced and from 2020-current she has been taking our 2 kids to NorthShore providers and she has not kept healthcare coverage and has instead been billing everything to me without my knowledge of the visits or my consent on anything she signed for treatment. Just listed me as guarantor on her own. I contacted NorthShore and they stated that it has nothing to do with them and refuse to remove my name off the bills even though I live in *****, **** miles away. Many of these bills I did not even receive until they were already sent to collections. I need the bills removed off my name and to have my credit report adjusted as well.

  Business response

  02/24/2022

  Hello, unable to respond to this complaint as no patient information was provided. We need to verify patient and guarantor demographic info to ensure we have the correct file. Please call our office directly at ************. We are available, Monday - Friday, from 8:00am to 5:30pm. We also can be reached thru NorthShore Connect. Thank you

• Initial Complaint

  01/19/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I visited the emergency room at highland park hospital in August. After Northshore University settled the insurance claim there was a balance left due. I was not billed for this amount. Northshore placed it with a collections law firm immediately. I called to address the balance with Northshore directly. I was told that by contacting Northshore regarding the balance due I was harassing the health care provider. I have been told they will not work with me directly in any capacity to settle the balance due. please help if possible.

  Business response

  01/20/2022

  Good afternoon, the patient was sent 3 different billing statements for services rendered on August 2021.  Statements were sent electronically on 10/1/2021, 10/31/2021 & 11/31/21 to the email we have on file that he provided when he created an online account with our facility. On 1/13/2022 the past due amounts were placed with our third party final notice vendor. The patient called our billing **** on 1/13/2022 spoke to several of our billing representative, a Supervisor and to the Lead of our Self Pay Unit and BD ****. We attempted to work with the patient but unfortunately we were unsuccessful. However we switched his statement delivery back to paper and reset his billing cycle back to the beginning. We also resolved his balances for prior years services.  We offer many opportunities to our patients. The patient can contact us at ************ to discuss different payment options. Thank you 

  Customer response

  01/20/2022

   
  Complaint: 16484198
  
  I am rejecting this response because: within the conversation on 13 January, the employee clearly stated if i was to contact Northshore university health system concerning this matter that Northshore university health system would pursue a criminal compliant. I was specifically told reaching out to this organization concerning this matter be considered harassment. I am afraid to contact Northshore if they will pursue a criminal compliant. 
  
  Sincerely,
  
  ***************************

  Business response

  01/24/2022

  We have attempted to work with you to resolve your bills as described on our original BBB response. Please know that our office would like to continue to assist you and provide financial assistance.However, if you choose not to call and harass our billing representatives, we may be unable to provide you with further assistance.
  
  Please know that the expectation is clear and respectful communication to our staff.
  
  If you have any questions, please feel free to contact us at ************. Thank you

  Customer response

  01/25/2022

   
  Complaint: 16484198
  
  I am rejecting this response because: Throughout this process  Northshore has failed to operate in good faith. My file was forwarded to an outside collections agency without providing me an opportunity to address directly with them. When i spoke with Northshore about this issue i specifically told by bringing behavior to their attention was harassment and a criminal compliant would be filed. In the correspondence through the BBB I have been told more than once that an individual employees "feelings" over ride any and all local, state and federal laws regarding my ability to address the debt in question. There is no reason why an individuals "feelings" would take precedence over the well established and regulated laws around debt collections. I will need in writing a guarantee that Northshore with act in good faith and comply with all local, state and federal laws concerning this debt. None of the communication thus far has given me any reassurance that Northshore would not pursue a criminal compliant should i contact them regarding this matter. 

  
  Sincerely,
  
  ***************************

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