ComplaintsforBJC HealthCare

• Initial Complaint

  04/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My son had a medical procedure on 2/19/2024 at Childrens hospital. We were sent a bill prior to surgery for the estimated cost. The bill stated we had to pay this amount on or before the date of service. The bill was in our BJC my chart account. We paid the bill on 2/13/2024 in the amount of *******. After the procedure we received multiple bills for our responsibilities after insurance. We paid all of these. The original bill we paid before the surgery dispersed from our my chart account and there is no record that we paid it other then our bank statement. We have paid every bill associated with my sons surgery yet BJ. Will not reimburse the estimate money we paid. I have called multiple times. The will not let me speak with a supervisor. I have been hung up on by the escalation team when I said I would hold for a supervisor. I simply want my money back as we have double paid. I also feel it is very unethical that the bill is not visible after it was paid.

  

  Business response

  05/28/2024

  **************,

  Thank you for bringing this to our attention. We always strive to provide superior customer service and it appears that we've fallen short in this case. We will make sure to review all calls and/or messages with the customer service team and provide appropriate follow up. 

  For your case, we have issued a check to you (mailed to you on 5/23) for a portion of the prepaid balance, minus what the *** is indicating will be due from you at the conclusion of the processing. Once we receive the finalized ***, we will provide additional information on the final out of pocket expenses. In a vast majority of cases, patient responsibility is equal to what they provide on the ***, but occasionally there is a variance - in which case we'll refund more or send a statement should it indicate more is due. 

  Please let me know if there is anything additional we can assist with. 

  ******

  BJC Healthcare

• Initial Complaint

  04/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 4/4/24 I was taken to the emergency department at Barnes Jewish Hospital at 10 hospital dr. I was going in for hip pain. Arriving at 6:35pm I was in the waiting room patiently waiting, and at 9 pm I was taken back for 3 x-rays, quickly after I was given a ****** sitting in the hallway. At this point I receive paperwork for financial aid before ever actually being seen, also the only time a nurse actually attempted to assist. The entirety of the time all I am able to hear around the department was how every single nurse hates their job and said multiple times that they couldn't wait to leave and how they were hardly doing the bare minimum for anyone. Once I came back from the **rays, it was as if I had just completely vanished. The only time someone came up to me before I left was the next shifts doctor who didn't realize I existed because there was no chart for her to see of mine.by the time 11:30pm came and I could not get an answer from anyone and no call light available to me, I stood to take my leave. I was denied access to my **ray imaging and I ended up leaving with a lidocaine patch and a muscle relaxer. I have absolutely had it with this hospital pretending to see patients without insurance and not doing anything for their care. The way I was treated in that ER was negligent. I can prove without a doubt that they did not look at my **rays either before putting in the report that there was nothing to be seen, The report states that there were no significant findings when I have bone spurs that are always noted in the comments if a x-ray is taken. The paperwork I was given states that I was feeling better when I actually left in more pain than I had come in with. I want my medical records and since there was no treatment towards a diagnosis, I feel that I would be paying a bill for a service that wasn't properly provided. I know they have done this to others as well and it is almost enough for a negligence case, but They need to be reprimanded at minimum.

  

  Business response

  04/19/2024

  We have received this complaint and will respond by 5/3/2024. 

  

  Business response

  05/14/2024

  Please see attachment for business response. 

• Initial Complaint

  02/12/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Prior to an MRI on 11/20/2023 I called and received a verbal cost estimate from BJC Healthcare. The estimate indicated that, after insurance, my portion would be $233.55. Upon receiving my bill, I noticed that it was more than twice the amount I was quoted. The bill I received was for $509.46. I contacted the health facility and they indicated that insurance had failed to tell them I have coinsurance. I contacted my insurance company, they refused to make any adjustments. I went back to the health facility and they refused to make any adjustment, even though I was willing to negotiate in good faith and pay up to $300, 30% more than the quote. I was only notified after the fact, during this billing conversation with the health facility that I could have received a physical copy that would have instructed me to confirm the estimate with my insurance, which is not entirely true since my health insurance is not privy to what BJC Healthcare charges for its services. This information was never provided to me and I only ever received the estimate verbally when I had asked for one. I have tried negotiating the bill but BJC Healthcare is refusing to act in good faith.

  

  Business response

  02/28/2024

  Dear **************,

         We received your account for date of service November 20, 2023-MRI procedure. You mentioned in your statement that you had received a verbal cost estimate from BJC Healthcare. There is no record of Price Estimate on file for this date of service for your account.  All estimates are processed by the BJC Healthcare Price Estimate Team phone# ************ or online at the Price Estimation website:  **************************************************. Assistance-****************** Your original balance for your account #********* was $509.46. We have adjusted your balance to $233.55 as one-time courtesy minus $20 which was posted to your account ($5.00 1/3/24, $10 2/12/24 and $5.00 2/28/24. Your current balance is now $213.55. You can BJC  **************** M-F ******* to set up payment arrangements or apply for financial assistance. Thank you for choosing BJC HEALTHCARE for your healthcare services.

  Customer response

  03/15/2024

  I am satisfied with the resolution offered by the business. However, it is interesting that they say they did not have a price estimate on file for my service. Not only was this provided to me verbally when I called BJC and requested a price estimate, it was also shown to me on a computer screen when I checked in for my appointment on site. I was unable to print anything from that screen for my records, as it was an interface solely used for checking in. It sounds like they need to review their process and identify how patients are being given price estimates and yet those aren't being recorded in their system.

• Initial Complaint

  11/29/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We had been set up with payment plans with BJC for my account for years. The beginning of year I became financial unable to continue and applied for financial assistance. In June of 2023 I was approved and medical bills were reduced 100% except for a 6/25/2021 date of service. I was told in JUNE 2023 that it was going to sent to collections even though we had been making monthly payments and no issue with that bill until JUNE 2023. This makes no sense. I asked if that could be re-instated to continue some sort of payment plan I could afford. I was told that wasn't an option. Please explain to a 22 year old how this works. Money had paid towards the account for years but once I was deemed eligible for financial assistance you sent a claim to collections? I just received that collection notice on 11/21/23....From June 2021 all the way to June 2023 BJC had no issue with this date of service but now they do. This has to be some type of deceptive billing practices on BJC's part. I would like someone to explain to me why my money was good to you until June 2023 and there was never a issue with the June 2021 bill until 2 years later? For reference the accounts #'s are ************, *********, *********. There may be more but unfortunately due to the chaotic billing practices of BJC I am not sure. If this balance is not resolved it will sit with collections, no more payments will be made. As soon as my neurologist releases me, my care will be taken outside of BJC healthcare which is sad because my mother is a ********************* Employee with in Children's Hospital, she has since transferred all her care already. There are several dozen correspondences via BJCwallet.

  Customer response

  11/30/2023

  Yesterday before filing this complaint I reach out to BJC to clarify why the collection agency amount was $765. The representative just told me that there was an amount that was paid to the collection company and that is my original $1092 that I was told was less. Where did this money come from? Was this all the payments I made prior to "other accounts" that were approved for financial assistance? It seem my money is still good for this account yet I was not allowed to have a new payment arrangement set up. Also I did not authorize any payment to this "collection company". By law any amount of money that was paid on an account that was approved for financial assistance should be refunded, I'm sure there isn't a clause in there stated that the company can take that money and disperse it to an account that they didn't care about until I applied for assistance. Something seem deceptive about the billing and collection practices of BJC

  

  Business response

  12/04/2023

  Thank you for reaching out. We appreciate your business. 

  After an in-depth review of your account with us, we have made the determined that the original date of service was beyond the dates that the financial assistance would cover. However, we are able to recall your account and re-establish a payment plan that is within our guidelines that we hope will meet your requirements as well. Certainly, after years of payments, the monthly payment should be lower than originally established - we also provided a one-time good faith adjustment that will be reflected on your next statement. We will be reaching out to you shortly to discuss options for the June 2021 date of service as well as payments that were made previously.Again, we appreciate your business and will be in touch soon.

• Initial Complaint

  10/31/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This service was provided in August of 2022. I did not receive a bill until August of 2023. I inquired with my insurance as to why this charge was delayed, and they stated that they did not receive a bill in a timely manner, so they were not liable for payment. I contacted BJC and explained to them that this is not my responsibility if they did not bill my insurance properly. They then appealed the process to my insurance. At that point, because I am not a coder or ****** for insurance I realized they also coded the services incorrectly. They coded for diagnostics as my insurance explained rather than wellness that would have paid 100% through my insurance. BJC now tells me that it is my responsibility, and they will turn me over to collections at the end of November. This is unjust and unfair to the consumer, and this is of no fault of my own. If I owe money for a service that was correctly delivered, timely charged, and correctly coded I would pay the money with no question. There is no evidence of BJC attempting to correct this error on their part after multiple phone calls from me to them, and me being the "middle man" between them and my insurance. I pay for my insurance to cover items and services such as this, and it is up to the provider to correctly and timely submit billing to the insurance. To bill the consumer for mis-coding and untimely submission to the insurance is not justifiable. To place the customer in the middle without attempting to communicate or find resolution with the insurance is unprofessional. Large corporations contacting you and threatening to turn you over to a collection agency is an overreach. I did not as the patient of BJC enter the code, nor did I request the services other than agree with the physician to get labs drawn concerning my diabetes, which is required to maintain my health, and is 100% covered by my insurance if coded correctly. I have on my own behalf requested BJC to resubmit the proper coding the my insurance.

  

  Business response

  11/08/2023

  ********************,

  Thank you for bringing this to our attention. After further review of your account, the charges were billed to you within our timelines. However, due to the delay in submitting to your insurance we have made the decision to provide an adjustment on you account. The adjustment will be visible online tomorrow.

  Please let us know if there is anything additonal we can do for you.

  Thanks,

  ******

• Initial Complaint

  10/29/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Did a scheduled blood test at *************************** on 08/03/2023 after visiting my new primary *********************************************** *** and her assistant nurse told me this test should be covered by my health insurance during test booking. However, I received a medical bill with $520 due one month later (Statement Account Number: ************. I spent several hours talking with my insurance company and BJC customer service department about my case. The answer I got finally was doctor used an incorrect *****************. My health insurance confirmed all tests are covered but need an updated billing code. While *** and her nurse filed with an outdated code. One BJC customer representative helped me to dispute the original bill and asked *** and ************ clinic to resubmit with updated code. However, this request was rejected after waiting for another month without giving any response other than no need to resubmit. I tried to connect ************ office and leave messages to *** more than three weeks. But I never got any updates. Every time I dialed in, I am asked to explain my case and leave a new message again. Meanwhile, I am continuously getting billing notification from BJC healthcare. This makes me concerned. During the entire case till now, except one good customer representative, BJC did nothing but playing me like a ping pong ball.

  

  Business response

  11/03/2023

  Mr. ****,

  Thank you for bringing your concern to our attention. Whlie we make every attempt to provide world-class care and service after the visit, we fell short in the case. Upon an in-depth review of your concern and you account, we have made an adjustment to your account to reduce your balance to $0 for this visit. 

  Thank You,
  ******

  Customer response

  11/03/2023

  Complaint: 20796928
  
  I am rejecting this response because:
  I am happy with ****** solution and about to accept the solution till I checked my remaining balance. ********************************* my account. I am afraid I could not accept the solution till I could see 0 balance on my account.

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

  Customer response

  11/07/2023

  I see the bill has updated finally. So I can accept the resolution and close this case. Thank you.

• Initial Complaint

  10/27/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My complaint is regarding the billing practices of Barnes Jewish Hospital and the Missouri No Surprises Act. In spite of Barnes Jewish Hospital being an "in-network" provider for United Healthcare which is stated on the United Healthcare website and on my explanation of benefits. They are conisdered out-of-network or non-preferred for PET/CT scans so my insurance only covered 50% of the claim, leaving me with a $500 copay plus 50% for a total of $2051.67. There is no way that a patient would ever know that there was such a thing as an in-network provider that is not preferred for PET/CT scans. I went through the pre-approval process with the hospital at which time they never stated that they are not in network for PET/CT scans. ****** Jewish is even listed on the provider page for imaging on the United Healthcare webiste. In addition cancer patients need to be able to have their scans done at the hospital that their doctor is affiliated with. I have tried to resolve this with the billing department and they rudely told me it does not matter if they are in-network the balance is my responsibility and it is my problem if I do not know my policy. However, I do know my policy and that ****** Jewish is an in-network provider. I cannot imagine the hundreds or thousands of cancer patients they are fleecing out of money and demanding payment from with their bate and switch tactics. Please note that on the explanation of benefits that I have uploaded the claim was processed as a "network" provider.

  

  Business response

  11/14/2023

  Good afternoon,

  I have reviewed the account for ******************************* for Date of Service 08/01/23. In my review, I have found that this claim was processed as in- network, however, the amount being billed is being applied to the patient's coinsurance/maximum out of pocket. As the *** also states, the amount owed ($2051.67) may include patient deductible, copay coinsurance or non-covered charges. In this case, the amount owed is coinsurance. 

  Customer response

  11/14/2023

  Complaint: 20793262
  
  I am rejecting this response because:

  I had met my deductible in full and *** in conjunction with United Healthcare are representing *** as an "in-Network" provider when they are a non-preferred provider under United Healtcare but the insured will not know this until United Healthcare tells them over the phone because *** is listed as an "In-Network" provider and my explanation of benefits also states this.  Missouri has a law on the books called the No Surprises Act to protect consumers of these deceptive billing practices by hospitals. The law clearly states hospitals cannot surprise patients with bills like this.  I went through the pre-certification process and the *** representative did not bother to tell me that they were actually not a preferred provider.  The billing agent at *** told me "I should know my coverage" and I do.  *** is listed as an In-Network provider and therefore should take the thousands of dollars paid by United Healthcare and write the balance off as per the law.   
  
  
  Sincerely,
  
  *******************************

  

  Business response

  11/20/2023

  Good afternoon ****************,

  Thank you again for bringing this issue to our attention. After reviewing your account and reaching out to upper management, we will continue to work with this department on communicating with patients ahead of time regarding their out of pocket expenses. We have adjusted the balance on your account for this specific visit and at this time, your patient responsibility is $0.00. Should you have any additional questions, please don't hesitate to reach out.

  thank you

• Initial Complaint

  10/25/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On 3/10/23 the police and EMS arrived at my house and they said someone had called for an ambulance. I told them I did not need their services and did not call for an ambulance. They asked if I knew of anyone who call.  I realized my son had probably called. I asked them to leave but the police insisted that I let them check me out since they were already there. The EMS technician went ahead and checked my blood pressure and then left. Soon after I received a bill in the mail for $156. I called BJC and they said I was liable because I agreed to allow them to check me out. The lady I spoke with said someone called and said I complained about chest pains. I've never had chest pains. I was just being polite when I allowed them to check me out, but did not need the service. If I would've known I would've been charged I would've declined after they insisted I get checked out.

  Customer response

  11/01/2023

  The business called me and said it was probably a misunderstanding and they are no longer going to bill me for the service.

• Initial Complaint

  10/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I went to the ** at ***** Memorial Hospital in *****, ******** and was seen by *********************. I came to her having lightheadedness, heavy weighted chest, and shortness of breath, chronic nausea, and diarrhea as well as elevated white blood cells, elevated glucose, and elevated D timer. She charged me for a bunch of tests, but never treated me. she told me I was fine when I asked her if I could evaluate my concerns about my raised blood pressure and she told me I could not say anything and that I needed to go somewhere else or go home because she could see nothing wrong. When I mentioned my elevated blood pressure, which never happens to me, her response was youre fine we will get you out of here soon. I raised that concern so that she would pass the message to the doctor and so that I would not be thrown off. So I was charged a bunch of money for all tests and no treatment and I still feel the exact same after being the emergency room for 13 hours. I have a history of stroke, I have marfans syndrome and brain cancer running in my family and she just blew that off too. She said that because I had a scan for that a long time ago that I was okay now and it had nothing to do with her now. She took no accountability and told me no information on what was wrong with me and didnt even send me to someone who could help me. I dont want to pay a single ***** for all of these services and tests that were done when they never treated me.

  

  Business response

  09/29/2023

  
  Hi BBB, The complaint filed by the consumer is not for ************************ LLC located in **********, ** but for a different business ***** Memorial Hospital. Please close this complaint as resolved and refile with the correct business for resolution. If the are any questions we can answer please call *********************** at **************. Thanks

  Customer response

  10/15/2023

  I dont want this closed. I still need the message and or resolution. 

  

  Business response

  10/23/2023

  Hello BBB, The complaint filed by the consumer is not for ************************ LLC located in ************** but for another company ***** Memorial Hospital in *****. This is not our complaint. Please close this complaint as resolved and refile with the correct business for resolution. If there are any questions that we can answer please call ************************ LLC at **************. Thanks.

  Customer response

  10/24/2023

   
  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

  08/23/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I moved to ******** in July 2022 & had an appointment at ************** center, Hwy K, ******** August 1st 2022. Upon making the appointment I gave them my **** ******** information but when I arrived for my appointment I had changed Part C coverage to United Healthcare, ************ updated this information at the clinic. The annual check-up & blood work was covered by ********. BJC continue to send me a bill for $550 every month. I call them when I receive a bill & explain the situation. I have also called ******** & they assure me this visit was covered. Last month a supervisor at BJC billing assured me there was no balance to be paid on my account but today, when I went for my annual appointment, I was asked if I would like to pay the $550 I owe! This was covered by ************ do not owe them anything. The service date was August 1st 2022.

  

  Business response

  08/24/2023

  Good Afternoon,

  I have reviewed you account and requested an adjustment of the self-pay balance on the visit indicated on you complaint. As an FYI - it may take a few days for it to be updated online as it follow our process for adjustments. If you need additional assistance or have additional concerns, please let me know. 

  Thank You,

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

  Customer response

  08/25/2023

  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,
  
  ***********************

*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. ↩