ComplaintsforCentraCare Health System

• Initial Complaint

  06/11/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I do not have insurance. I had a scheduled wellness visit with Centracare provider. I was quoted approximately 365 for annual check up. I did not discuss anything new or ask for anything additional. I then recieved a bill for 650. As a split bill. I called billing and they asked if I was sure I didnt address anything or have questions answered. Im positive I had been informed that Centracare was known for double billing so I was very careful. Its now at billing for review? I have to prove I didnt Use a 2nd visit time I guess. I thought billing is supposed to be transparent.

  Business response

  06/12/2024

  Please have the patient call our patient relations department if they choose to file a formal complaint in relation to their billing. We will then be able to get them in touch directly with our billing department. Thank you.

  Customer response

  06/16/2024

   I am rejecting this response because:
  
  I already talked to business office and explained situation. I heard nothing back and was treated like it was my job to prove I didnt use an xtra visit. I also asked them to bill solidarity as a generic insurance. they again refused. 

  Business response

  06/17/2024

  Please have patient call Patient Relations at ************ to file a formal complaint. Patient Relations will manage this complaint and work with leadership to review. Thanks, *******************, Manager of Patient Experience and Patient Relations

• Initial Complaint

  06/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On 3/8/2024 I was presented an "estimate" of charges for an Echo Stress Acquisition and offered a 10% discount if my portion was paid within 5 days. The next day I paid the $2,299.12 I was quoted. The procedure was done within 3 days. They estimated the total billed to be $4,819.00 on 3/8/2024 but they billed insurance $5,205.00, and the coding was identical but had somehow gone up in 3 days. No explanation has been offered by anyone with my 21 conversations with Pre-************* *************** Customer/Patient experience etc.

  Business response

  06/04/2024

  We do not have a patient by this name at CentraCare, ***********. I am wondering if he looked online and selected the wrong CentraCare. There is a Centra Health in *******, which appears to be his address. Thanks, *******************

  Customer response

  06/05/2024

   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.

• Initial Complaint

  08/04/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  *********** ******** Billing- Physical/biometric screening my labs are being billed as diagnostic as they came back borderline high. The numbers are pretty much the same as the last 10 years however this year I am being charged for this. No medications were prescribed. My doctor reached out to coding to correct. I was told she couldn't do that. It's up to the coders. My husband and I don't want to go in for our physical biometric screening any more it too stressful. They tried to charge my husband a second office visit even though he told his doctor not to talk about anything during the appointment. Clearly *********** is all about the money and not patient care!! For those of you that this has happened to, please speak up because this is soo wrong. Also I called patient relations numerous times. No one ever answers. Patient relations just stood behind the coders decision. The business department **** actually laughed at me because I was upset!!!

  Business response

  08/06/2023

  With coding and billing already reviewing this and stating it was correct, and if the patient is not satisfied and would like to talk more about her concerns, the next step would be for her to reach back out to our Patient ******************** at ************ and they can elevate it to the business office and our quality resources for further review. Thanks, *******************

  Customer response

  08/06/2023

   I am rejecting this response because: As stated in the complaint, I contacted patient relations NUMEROUS times!!!! That's okay i expected nothing less from ************* I am learning that there are no laws governing coders. They can do as they please. Time for this to CHANGE. I have the messages  in my chart confirming my Dr tried to change the codes and was told NO!!! Pay close attention to this *********** you changed your coding. Did you inform your Doctors???
  
  
  

  Business response

  08/14/2023

  The Executive Director of Revenue Cycle is scheduled to meet with the patient and a representative from our ***************************** to discuss the issue with the patient. We will also provide education to staff. This item will be resolved with the patient by 8/18/23.

  Customer response

  08/14/2023

   I am rejecting this response because:
  No one has reached out to me about a meeting concerning this issue!!!! The 18th is Friday 4 days from now. I have a job. Its not just about the charge. Its about correcting the physical/biometric screening so NO ONE has to be afraid to speak to their Doctor at this yearly exam. Coders are not present at the appointment!! This needs to be fixed once and for all. I will post an update if I hear anything about a meeting.  
  
  

  Customer response

  08/21/2023

  Hello, 

   

                   I was never contacted by *********** about my complaint. They clearly do not care to address

   

                    this issue. Thanks for proving the Attorney General Info. Much appreciated.

   

                                                                                                       Thanks, 

                                                                                                      ******

• Initial Complaint

  05/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been trying to resolve a dispute with Centracare st.cloud. I received a bill for care I received in 2022. I wrote them a letter disputing some aspects of the bill received. However I received zero response to my letter and they have yet to this day not responding except to send the bill again. They placed a revenue recapture on my taxes , however as I stated to them, they are in violation of state statute 270A.03 sub.5. I had zero income at the time of service making me exempt from recapture. They refuse to remove or even communicate with me at all. They sent that only one month after I initially received the bill the first time. They also sent it to a collection agency at the same time but I also wrote them to inform them that I was disputing and about the statute violation, they never contacted me again either. I asked them for a copy of everything that was sent to them from centracare but no response. Please note that at time of service with centracare my last name was *****, my divorce finalized a few months later. I am not in any way wanting to not pay my bill I just want them held accountable for violating my rights and the state statute. I have also been trying to get the help of a attorney but no one wants anything to do with medical.

  Business response

  05/12/2023

  Please have the patient reach out to our Patient ******************** at ************ so we can try to help her resolve this issue. Thanks, *******************

  Customer response

  05/16/2023

   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.

• Initial Complaint

  05/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On January 13th of 2023 I scheduled a routine physical examination with the ************ CentraCare clinic. Prior to the appointment I was told that I should have a blood draw. Under my current BCBS policy routine physical exams are covered at 100%. On the day of the appointment the PA came in to conduct the exam and asked how I was doing. I indicated to her that my father-in-law had passed away that morning so I wasn't in the best of spirits. The exam was conducted and at the end I was asked if there was anything additional that could be done. I asked the PA to please put in a referral for an orthopedic clinic in Little Falls for a shoulder issue I was having. No physical exam of my shoulder occurred and the PA said she would put in for the referral. Because I asked for a referral and I brought up the fact that my father-in-law passed away, the clinic choose to change the coding on the exam from routine physical to office visit. Because of this change I have been charged for services, which in my opinion there were no services beyond routine that were provided. I have tried to resolve this issue by working with the clinic to have the visit recoded. Several calls have been made and much time has passed and yet I still have no resolution. An additional issue I have is that I was directed to have the blood draw as part of the routine physical and I'm being charged for items that the PA asked to be added to the blood draw. I specifically asked if the blood draw was covered as part of the routine physical and I was told it was. As a patient I felt that I asked the questions that needed to be asked and I assumed that there would be no charges. The clinic has indicated they have reviewed the coding and feel it is correct, I don't. My resolution would be for the blood draw cost to be dropped and the physical exam should be covered at 100%. Things like this make me want to stop ever going to the doctor's ******* which is too bad.

  Business response

  05/11/2023

  Please have the patient reach out to our Patient ******************** so a complaint process can be started and get the patient to the correct department to further review this claim. Patient ******************** is ************ or Patient Relations | Central ********* Healthcare (centracare.com) Thanks!   

• Initial Complaint

  04/12/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 1/17/23 I saw my doctor at CentraCare - ******** clinic in ********* **. I had a small lump on my left breast and my doctor recommended I schedule an ultrasound. Upon calling to schedule an ultrasound I was told I would need to schedule a mammogram first and then if needed the doctor would request an ultrasound. I asked for a supervisor because that is not what my doctor told me and I explained I didn't want to have to pay for extra services. The scheduling supervisor told me it had to be scheduled that way and I didn't have a choice,On 1/26/23 I went to the CentraCare - ****************** ******************* and had the mammogram done. Immediately after the staff told me the doctor wanted an ultrasound also. After the ultrasound the doctor came into the room with the ultrasound tech and told me "She could tell from the mammogram it was benign and nothing serious but likes to do an ultrasound also". Now they are charging me $77.44 for an ultrasound and $112.57 for a mammogram when my doctor only requested one of those and I was clear I didn't want to do both when I scheduled the appointment. In addition the doctor herself said the ultrasound wasn't necessary to tell me it was just a plain old lump

  Business response

  04/20/2023

  CentraCare followed standards and protocol related to this type of test and treatment. If the patient wants to further dispute the charges or file a formal complaint, they can contact our Patient ******************** at ************ and they will take in her information and pass along to the proper leadership to further review. Thanks, *******************, Manager of Patient Experience and Relations

  Customer response

  04/24/2023

   I am rejecting this response because:  I have called the number provided multiple times.  There is never an answer and it goes to voice mail.  I have left a message with my name and number and asked for a callback, but have not received a callback.  

   

   
  
  

  
  

  Business response

  04/24/2023

  We do keep track of all calls that come into our patient relations department and keep the voicemails. I apologize to the patient and without a specific patient name, I am not able to follow up correctly on this.  If it is a billing concern, we do forward onto our billing department. If the patient would like to reach out to me directly, I can do some further review and understand the lack of follow up to her voicemails. My direct number is ***********************. If I am not able to pick up the call due to other calls or meetings, I will return the message within 1 business day. Thank you, *******************, Manager of Patient Experience and Relations

  Customer response

  04/26/2023

   I am rejecting this response because:
  I spoke with patient relations.  They forwarded my complaint to the billing office who then called me to tell me the charges would stand because both procedures were performed.  I am aware both procedures were performed.  The issue the I was told by the doctor herself that the second one wasn't really necessary after it was completed.  Has the doctor come into the room and said here are the results of your mammogram  It looks like a lipoma and nothing to worry about and said we can also do an ultrasound for additional confirmation if you would like, I would have said no thanks.  I was told when was forced to schedule both that they may not do both and the doctor would look at the results and then if needed an ultrasound would be done.   I only asked for an Ultrasound initially because that is what my doctor suggested and the scheduler told me I could not do that.  This is just a scam to make people do extra procedures and now as a result I have a bill for over $600 with the hospital after insurance and a bill for over $250 with the company that did the reading.  When I asked my doctor up front at the initial visit what the cost may be he said "Around $200"
  
  

• Initial Complaint

  03/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I tried to get ahold of an operator to get past the damned incooperative computer. The **** thing kept asking me about my insurance. I failed. I want a different phone number that DOES NOT have a damned computer answering the phone. Their online assistant is constantly pestering, so I got out of the damned system. I don't do texts. I now have a letter from them wanting a checkup appt.

  Business response

  03/28/2023

  We currently have a phone number for our CentraCare system. We apologize this didn't work well for this patient. If he wants to talk more about his experience and share his concerns about this process, he can contact our Patient ******************** at ************ and they can take in the specific complaint and alert leadership to review and help process this concern. Thanks, *******************

*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. ↩