ComplaintsforLCMC Health

• Initial Complaint

  06/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had my left shoulder replaced in May 2023. I went to pre-surgery 3 times. After surgery, I went 5 or 6 times for a post-surgery visit. There was normally no charge. *************** was the doctor, he did an X-ray and exam. All visits were at ************* campus Called Tulane sports medicine. The last visit was on Feb. 2 they did the same x-ray and exam He also gave me a shot in my wrist. everything was done in his office. In the past office visits were around $300. they billed me $2298.26 + doctor visit. They said because of the shot they chaged my office visit to an outpatient hospital stay. I got my x-ray first then never left his office. Does that seem fair to you?

• Initial Complaint

  04/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My father passed away on 02/16/2024 at *******************************. I noticed a call to my father's phone however, no message was left. I called the number to discover it was a collection agency. They asked to speak to my father, because they could not divulge any information to me. When I advised he passed away they then informed me they were attempting to collect a balance owed to EJGH from 02/10/2024, which was the day my was admitted to the hospital. I disconnected the call and promptly called EJGH and was advised by the receivables department that when a patient is marked deceased, their account is immediately sent to a collection agency. Needless to say, I was shocked and appalled. Where is this organization's compassion for the family of the deceased? It has been a little over 2 months since I lost my father, and I am handling his estate in an honorable manner. I just received the *** from his health insurance provider and had yet to receive a bill from EJGH for the balance owed. It is insanely disgusting the way deceased patients accounts are handled. The ** rep apologized repeatedly and said he did not understand why LCMC handled deceased accounts this way, but it was and unfortunately, it was beyond his control. I am writing this in hope that EJGH/LCMC change this policy and at least gives the deceased family the opportunity to resolve the debt prior to placing it with an agency. Living patients have more of an opportunity to resolve a balance prior to being placed for collection. This policy is despicable. DO BETTER LCMC.

  Business response

  05/09/2024

  Good afternoon, 

  I would like to extend my sincere condolences to you on the passing of your father. It was not our intentions to add to your grief during your time of bereavement. 

  I would like to offer a little insight to the reason for this process. The purpose of sending deceased patient accounts directly to our collection agency is to assist in identifying the spouse or estate to send a letter of balance due.  We understand that this communication has not been delivered with the level of compassion and empathy that we expected. Therefore, we are already actively working on changing this process and we expect the new process to be effective 6/1/2024. 

  We appreciate your feedback as we work to improve overall patient experience. 

  Sincerely, 
  ***************************
  Manager, **********************
  LCMC Health 

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

• Initial Complaint

  01/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My autistic 4 year old year received speech therapy services from ******************* (LCMC) outpatient clinic in ******** beginning in November 2022. I have and also had at the time, 2 insurance providers ( Cigna and ********** Blue Shield). Last year i began receiving several reprocessed bills from LCMC and telling me I owe them. This particular inquiry is for speech therapy my son received Nov 14 to 30, 2022. The total bill was $600. I am now receiving bill for $205.40. I asked why I would have to pay so much when I have 2 insurance companies. They responded that my insurance won't cover the charges. As i looked closer into the account I noticed that they incorrectly filed. They did not know to process 2 insurances under coordination of benefits. But they should. They did not know whom should be billed 1st. I told them more than once to ******************** 1st, then BCBS. They took several months to update my son's account and meanwhile They continued to bill several claims incorrectly but then passed bills on to me for nonpayment. I gave in to several but this is just not fair. I contacted my insurance companies and I am told that the claims are now too old to be correctly filed so they wont be paying anymore payments on this claim. Bill id: ******** Adjustment requested

  Business response

  02/12/2024

  Good morning, 

  We have reviewed your account for therapy visits from 11/14/2022 - 11/30/2022. The outstanding balance has been resolved for this account. The ******************** ***************** Services Team regrets we did not live up to your expectations and sincerely apologize for any difficulty we may have caused you.  We want every interaction you have with LCMC Health to be a positive one, and our goal remains to provide you with the best possible experience.  

  If you have any additional questions or concerns, please feel free to contact me via email at LCMC-****************************************** or ************.

  ***************************
  Manager, **********************
  LCMC Health
  
  O ************
  F ************

• Initial Complaint

  11/07/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My insurance does not cover mammograms, so I called around and did some research to find a reasonably-priced self-pay mammogram. I was quoted a price by LCMC and they sent me an invoice which I paid online. They never told me that there would be more to pay at a later date or that I would have to pay another provider for the same test. I went for my scan at Ridgelake Imaging and received the results and a few months later, I received a bill from ********* Radiology in *************. I thought this was spam, or phishing, because I have never even been to ************* nor have I ever had anything to do with a company called ********* Radiology. But I kept getting repeated bills and emails weekly about this, so I emailed them to ask. I contacted them and informed them I didn't know why I received the bill. They wrote back and asked for my account number. I replied promptly including the email they sent me about my "past due bill" and I never heard from the customer service person again. However I keep getting reminders about this past-due balance every week. I followed up repeatedly until they finally replied and said "We are the radiology department, not the facility. We bill for the professional component (reading of scans/doctor bill) while the place of service bills for the technical component (use of machinery, visit, etc)". This *************************** Radiology sent to me was for more than the bill I already paid to LCMC. I contacted LCMC customer service about this and was told to contact the facility where I had the mammogram - which was LCMC! They clearly just don't want to deal with the issue, which is that they sent my scan away to be read by someone instead of doing it in-house. I never agreed to this, and I never agreed to pay an extra charge. It turns out it is costing more than TWICE what they quoted me. Also pretty sure that sharing my health info without consent is a violation of federal law.

• Initial Complaint

  08/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My father passed away on Saturday April 29th. This was verified after a failed wellness check on Friday night at appx 9:00pm as per the ******************************* PD, and then another wellness check the following morning at appx 10:00am. LCMC had in their system that my father had Humana to the best of my knowledge he also had ******** and ******** the last time I talked with him which was 2-3 weeks prior to his passing. Here is LCMC's info on my father as per their statement:Acct #: ********** Name: ********************************* Description: visit to ***************************** My issues that stem from the description and my last phone call today Friday the 11th: 1) My father was already dead and rigor mortis had settled in as per the description in the system. ***** is a term that sets in AFTER the body has passed away and died. Why does one have to place equipment on a dead body to prove he is dead. Would you do it to a skeleton, I think not. 2) The description clearly states "visit to" my father never left his bathroom floor as the machines were placed on him to prove a dead body was already dead. 3) The statement states "Patient Responsibility". How can a dead body have any responsibility to pay any bill when he had no say so over any "care" that was allegedly done to him when no family or neighbors was even present? 4) If you had on your records that my father HAD Humana at the time of his passing, why was there no attempt to collect from them AFTER the "Patient Pmts/Adjs" of $1214.24 were made? This left a balance of $266.76. That balance is the reason for this report.Thank you, ****** Fi, and have a nice day,**************************************** USMC Vet 1991-1997 ***************** Guard 1997-2003 (Sergeant)

• Initial Complaint

  08/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I paid $75.12 to LCMC as payment in full (**** told over the phone). I then received an invoice indicating I owed more money AND none of the invoices sent to me ever showed the $75.12 that I had paid. I have tried repeatedly to either get the money posted to the balance on my account OR an invoice that showed an expense with the corresponding amount paid.

  Business response

  08/24/2023

  Good afternoon, 

  My apologies for the multiple requests and delay in completing your billing request.  I am committed to improving patient experience and can assure you that we want every aspect of your LCMC experience to be extraordinary. 

  Per my account review, your payment of $75.12 was posted to account# ********* which is under guarantor# *********. *** physician accounts have a different guarantor number from LCMC accounts.  Per our records, your itemized bill request was sent via email to ******************* on 7/14/2023 at 12:21pm.  I am unable to confirm the reason you did not receive the requested itemized bill.  

  Therefore, i  have sent the bill to you directly from my email address which is listed below as a secured email.

  Please feel free to reach out to me directly via the contact information below if you did not receive the bill or if you have any additional questions and/orconcerns. 

  ***************************
  Manager, **********************
  LCMC Health
  
  O ************
  F ************
  
  ******************************************************
  

  Customer response

  08/27/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 

   I am disappointed that it was not also mailed to me back in July as stated in the email from LCMC. Please also note that the first time I requested that itemized bill showing payment was back in April.  I am also very frustrated that the account was reported to collections even though I was very clear that this was the one item left in order for me to pay the balance.
  
  Regards,
  
  *******************

• Initial Complaint

  01/26/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I went for a routine medical appointment with my nurse practitioner, how was my primary care. *** ordered blood work and colon test. *** did all the things she usually does on my normal check up *** refilled my medication one is an anti depression medicine which I ask to change to something else, which she did. *** said she was leaving the clinic however there would be another nurse practitioner who would be able be my primary doctor *** said I would have no problems. *** was very wrong. Now the office is rude but that is not the issue. I get a bill from them for $324.00, well i called the office manager *********************** she said to bring me my insurance paperwork, which at the time was freedom because I was out of work and need insurance, it did not cover mental health but I was not seeing a mental health doctor and the all the medication I take if for a condition I have called IC, which is when the nerves in you bladder starts deteriorating. I met the office manager the day after Thanksgiving and she said that they miscoded my dr visit as a mental visit. I could not believe it I had been going there for primary care for a which. *** said she would fix it. *** never called so I contacted customer service and spoke to ******************* who said she would get with the supervisor and get back to me she never call, but Sent a standard letter. I called yesterday and was informed *********** was nolonger with the clinic, so I called ***************** she said she would have the director call me. He called and informed me that the doctor will not change the coding. I told him the nurse practitioner I seen was not there and more and why would she order blood work and colon test for a mental visit. I told him the messed up the coding and that should not be at that expense. I did the right thing and had medical insurance which I could not afford at the time. If they can't collect the money they need to eat the bill. If taken to court they would end up owning the bill and all fees

  Customer response

  02/16/2023

  [A default letter is provided here which indicates that the business has not responded to you directly. If you wish, you may update it before sending it.]
  

   I have not heard from the business.  I did receive a letter from Dr ***** with LCMC stating he refuses to treat my medical needs. Which I never seen that doctor only a nurse practitioner or late time I learned after the visit she was a doctor **************** The letter Dr his sent was not on LCMC LETTER HEAD.  I HAVE HEARD NOTHING FROM LCMCBetter Business Bureau:

  
  

  At this time, I have not been contacted by LCMC Health regarding complaint ID ********.

  
  

  Regards,

  
  

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

  
  

• Initial Complaint

  10/25/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On July 25, 2022, ******************************* ordered three studies for me.A few days later, LCMC called me to schedule an appointment to have my three tests done at an **** facility located at ****************************************************, **.On the day of my appointment, August 12, I told the **** receptionist what I was there for and, since she wasn't sure about my coverage, as I was waiting to be seen, I called AETNA. My insurance company confirmed that all three tests had been approved and I would have to pay a total of $175 for that visit. So, I gave this information to the receptionist.LCMC, however, performed only two tests, but they billed me for the total amount of $175. I contacted LCMC through their portal but received no response. On September 26, I sent an email to ***************** Again, no response. Then, on September 27, somebody called me from LCMC asking me to pay. I explained my situation. On October 10, I sent another email. No answer.Then I received another bill (see attachment). On October 12, I called the number on the bill and told them I was disputing their charge. Since then, I've been receiving emails from LCMC's ****************** that don't make any sense. They claim that the missing study was denied. But, according to a letter that AETNA sent me, that study (***** - MRI Cervical Spine) had been approved on August 11, the day before my visit. (See attachment) Although it seems they denied it first, I think there was a mix-up with some arm study that wasn't mine. My Cervical Spine MRI was approved before my visit, though. Otherwise, I would have rescheduled.I believe it's ***** duty to perform the missing test before I pay them the $175, which according to AETNA was for the visit and included three tests. Please, note I will be out of the country between October 30 and December 2 and will only be able to be contacted by email during that time.Thank you for your assistance.*************************

  Customer response

  10/25/2022

  According to LCMC's website, their email address for billing questions is:

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

  Phone Number: **************

  Customer response

  11/16/2022

  [A default letter is provided here which indicates that the business has not responded to you directly.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  At this time, I have not been contacted by LCMC Health regarding complaint ID ********.
  
  Regards,
  
  *************************
  

• Initial Complaint

  10/05/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 9/22/2020, I received two wisdom tooth dental extractions at ********************************************** Beforehand I was supposed to get all 4 wisdom teeth removed so I paid in full. I was only able to get two teeth extracted because I was unaware I was not going to be under anesthesia and the pain was too much to bear. It was $45 per tooth extraction so I am owed $90. I have reached out to University numerous times (10/5/2020, 10/23/2020, 1/15/2021) and have even went to the hospital personally with no avail. I would like my $90 back immediately.

• Initial Complaint

  10/19/2021

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  I had two appointments on February 1, 2021; one with Touro Imaging for a MRI with contrast and one with Dr. Colfrey. Both appointments were billed to my insurance company incorrectly resulting in a denial by insurance. I have on numerous occasions contacted LCMC since receiving the first bill regarding the erroneous charges, BCBS has contacted LCMC as well. Finally in August 2021 they resubmitted one of the charges correctly and were paid by BCBS on September 20, 2021; however, they are still billing me for the full amount even though they were paid by insurance and are an in network provider . In addition, they have yet to correctly submit the other charge, which would leave me with a $0.00 balance for that visit. My account has twice been set to collections even after having called every month and being told they would elevate the issue and have my account reviewed.

  Business response

  11/02/2021

  Good morning, 

  I have received your e-mail correspondence regarding your billing dispute.  Please allow additional time for review/research   You can expect a response and resolve within 48 business hours.  

  I assure you we will take every step possible to resolve and address all of your concerns.  

   

  If you have any additional questions or concerns, please feel free to contact me directly via the contact information below. 

   

  Thank you for choosing LCMC Health. 

  Curley T. A******
  

  Manager, CBO Rev Cycle (Patient Experience)

  LCMC Health- West Park Campus 

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

   

  Customer response

  11/02/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 16036482, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  There is no mention of resolution simply that they have received the complaint and will look into it further; in addition, the telephone number provided is incomplete. 

  However, since my complaint was submitted LCMC has finally adjusted my account to reflect their receipt of payment by my insurance company (BCBS) and I have paid what I owe for the February 1, 2021 MRI.  I am still waiting a bill indicating $0 is due from my February 1, 2021 visit with Dr. Colfrey - it appears they are resubmitting it, but I have not received anything from BCBS indicating this on their end.  

  In addition, I am still requesting a letter (sent by USPS) from LCMC indicating any collection actions taken for either February 1, 2021 visits was due to LCMC's error and not mine.  I will require this and the confirmation of a $0.00 balance due from my visit with *** ******* in order for me to consider this complaint resolved.

  Thank you in advance for your assistance.  

  
  Regards,
  
  ******** *******
  
   

  
  

  Business response

  11/18/2021

  Good morning,

  We are waiting to hear back from BCBS on the reason the physician services are not covered under the plan.

  Please feel free to give me a call with any further questions or concerns. 

   

  Curley A******

  CBO Rev Cycle Patient Experience Manager

  ###-###-####

   

  Customer response

  11/18/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 16036482, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Still no offer of resolution from LCMC and this issue has been ongoing since February; its November.  As previously indicated, LCMC did finally indicate payment from BCBS for the MRI; I've since paid what was owed by patient.  

  I am still waiting on a $0 balance for my visit with *** ******* and a letter from LCMC indicating all collection matters regarding both charges were in error on the part of LCMC and not as a result of my failure to pay.

  
  Regards,
  
  ******** *******
  
   

  
  

  Business response

  12/04/2021

  Good afternoon,

  We sincerely apologize that you have had a less than extraordinary experience in resolving your dispute timely.   Both accounts have been resolved.  Although, the account was sent to our collections vendor to assist with collection efforts, there is no credit bureau reporting by this agency on behalf of LCMC Health.

   

  Thanks,

  Curley ******* 

  LCMC Health- Patient Experience Manager

  ###-###-####

  
  

  Customer response

  12/08/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 16036482, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  A letter indicating all collection on these accounts was error on behalf of LCMC is still requested and I will not accept their response “no credit bureau reporting by this agency on behalf of LCMC Health”.  This matter has taken entirely too long to finally be resolved - send me the requested letter for my records.  I cannot trust anything since it has taken this for LCMC to FINALLY act on this.
  
  Regards,
  
  ******** *******
  
   

  
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩