ComplaintsforOhioHealth Corporation Hospitals & Clinics

• Initial Complaint

  07/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On July 2, 2024, I went to Ohio Health Urgent Care, **** ********************** *** ************* ** ***** for a medical condition. It was determined they could not bill my out-of-state insurance and advised me verbally that I would be a private-pay, and that the visit is about $85. I agreed. Once I saw Dr. ******** in the exam room, it was determined that labs are indicated. I asked her how much those would be and she left the room to find out. She came back and advised me verbally that the cost of the lab work would be an additional $100. I agreed and we proceeded with the testing. I was later billed $604 for those $100 labs. They provided a $211.40 discount with a remaining balance of $392.60 for my $100 labs. I have spoken only by digital message to the billing department of Ohio Health. Reaching them by phone is apparently impossible. I am asking them to honor what their doctor/representative quoted me at the facility. I did make the initiative to find out beforehand what I would be charged since they were treating me as a private-pay patient. I did what I needed to do to be informed to make a financial decision and they are reneging on their part of the arrangement. They told me that they DO provide options to obtain the cost of services through their facilities. That is EXACTLY what I did prior to services rendered, and that cost given me by the facility and their representatives was $100 additional. They are only offering me payment plan options and financial assistance and advising that they cannot discount my bill any further, and not offering to uphold the quote their representative provided to me at their facility. I am not asking for a discount. I am asking to be billed what they stated before I accepted and services were rendered. I am ready and willing to pay the $185 I was advised of, and agreed to, prior to accepting their service. In the absence of fair billing practices, I have not yet made a payment.

  Business response

  08/08/2024

  A charge audit did support all charges.  Not sure why the price estimate did not include all ordered labs.  However, happy to bill the Out-of-network plan for full charges and await adjudication.   Will reassess if the patient balance exceeds the expected amount. 

  Thanks!

• Initial Complaint

  06/15/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have been receiving fraudulent bills in the mail for a visit to riverside methodist hospital on 1/18/2023, for emergency services performed by Dr. ****** *****, and for chest x-rays.

  The issue is I was never, and have never been seen at riverside methodist hospital for emergency services. I initially called the number on the bill to dispute in early February. To which I was told that they (mydocbill.com) are a third party billing service and they couldn't do anything to help.

  I then received a second bill in the mail from TEAMHealth in early February, I reached out to them as well. They told me they would place my account under review. I continued to follow up almost on a weekly basis for an outcome. I stoped reaching out after being told it was still under review at least a month later.

  Recently on 5/29/2023 I received final notice in the mail for the fraudulent services stating that they are sending me to collections. I tried again to contact mydocbill.com, TEAMHealth, and Riverside. Both third party billing companies said that I would need to contact Riverside directly, Riverside claims they don't have a bill for me in their system.

  On top of the fraudulent bills, they have also billed my insurance provider for said fraudulent bills.

  I have filed a police report for identity theft regarding the fraudulent bills as well. No one seems to be able to help.

  Business response

  06/23/2023

  The OhioHealth Riverside Methodist Hospital (facility) charges were removed from the account, and nothing was submitted to insurance.  We have notified Riverside Radiology Interventional Associates, billing for the radiological professional services and TEAMHealth, billing for emergency room professional services, of the situation so they can make similar adjustments to their claims/accounts as well.  We will continue to follow up until we have received confirmation of closure.  

  Customer response

  06/23/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 20190943
  
  I am rejecting this response because: I would like to wait until ALL charges are removed and this is fully resolved before accepting this resolution. I would also appreciate something in writing from each institution stating that the charges have been removed and nothing is owed.  
  
  Regards,
  
  ******* ******

  Business response

  06/30/2023

  We have requested the other providers to provide the details of their correspondence and are awaiting a response.  I do know, they will respond directly to the consumer via US mail.  

  Customer response

  07/17/2023

  I have received correspondence from OhioHealth regarding the charges being removed. Still pending TeamHealth and Riverside Radiology and Intervention Associates.  Also, TeamHealth will need to coordinate with the collection company they sent my bill to to have that removed as well. I would like to keep this complaint open pending correspondence from the other two, and to insure the collection is taken care of.

• Initial Complaint

  09/30/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Services were rendered by Ohio Health on 07/12/2022. My account number is *********. Amount billed and sent to ******** and my supplemental insurance was $8,198.85. ********, supplemental insurance, and adjustments paid $7,965.85. I was billed with account balance of $233.00 on 1st statement dated 08/17/2022. I followed Ohio Health instructions and applied for financial assistance with our income falling below the 400% below poverty level. Application was dated 08/26/2022. On or about 09/14/2022, Ohio Health sent me a letter requesting lots more information regarding income, assets, savings and checking accounts, ira's, and any other possible income sources. I mailed information 09/14/2022 but have not heard anything from Ohio Health. Although I have this ongoing application being considered I hope, Ohio Health has sent yet another "PAST DUE AMOUNT" statement which I fell started the clock ticking towards collections. This is the protocol practiced by Ohio Health historically experienced by my husband. Ohio Health has previously sent ** authorized bills to ******** and turned his name over to collections while ignoring ** instructions for billing. It seems that Ohio Health's billing department would any/all future billing until financial application is processed but they continue to harass by sending additional bills.

  Business response

  10/04/2022

  Thank you for sending the additional requested information.  The financial assistance application has been processed on 9/28/2022 and approved for 80% charity discount. The award letter was mailed the same day.  The discount has been applied to the balance on the account.  The balance remaining to be paid by the patient is $46.60.  A new statement will be generated shortly.  As a reminder, by activating a MyChart account, would provide current account balances, statements and letters.  I apologize for any inconvenience this may have caused.  Please let us know if there are any further questions or concerns.  

  Customer response

  10/04/2022

  Today (10/03/2022), I received a response from Ohio Health granting an 80% discount.
  
  I feel strongly that my account should be granted a 100% discount. I have provided Ohio Health with supporting documentation reflecting that our income is well below the 400% below poverty level guideline[s] and that in these days of high inflation and its impact on every single expense that I and my husband are subject, surely demonstrates that this bill places undue hardship on our financial situation.
  
  As originally requested on our BBB Complaint, I am requesting that Ohio Health reconsiders the burden placed upon me and approves a 100% discount.
  
  Thank you for your time regarding this matter.
  
  ***** *********
  

  
  

  Business response

  10/04/2022

  For income/family size between 300 - 400% federal poverty guidelines, is an 80% charity discount.  For further discounting requests, please submit a hardship letter with supporting documentation as why the remaining balance cannot be afforded.  Additional supporting documentation includes copies of all monthly expenses including utility bills, mortgage/rent payments, all other monthly expenses, food, gas, insurance, etc.  The request will be decided by a multidisciplinary group during the next scheduled monthly meeting.   I hope this information is helpful.  For more information or support in completing the hardship request, please call our customer service line at ###-###-####.

  Customer response

  10/04/2022

  Ohio Health has taken an arbitrary position to categorize 300% - 400% patients.  Hardship show be  noted anytime one falls below the 400% threshold.  They're simply making it a most hard and unreasonable requirement when they ask anyone how they spend

  their meager and fixed income that is again, 400% BELOW the poverty level.  With all necessary expenses being driven even higher because of inflation, surely no one can easily afford the most expensive of all liabilities - that in the medical caegory.

  The hospital was in excess of $10,000 for well-being diagnostic tests like mammogram and colonoscopy.

  I strongly believe that the hospital show not be the only one to make the rules and that each state AG should play a part in protecting its citizens from such exhoribant costs for basic medical needs.

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

• Initial Complaint

  05/27/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I was receiving fertility treatments from *** ********* in ********* ** as a travel patient. Part of the process includes local ultrasounds in my home city of Columbus, OH. I chose to do this with OhioHealth's Riverside Hospital. I set up appointments for March 21, March 25, March 28, and March 30. I was quoted a $171 co-pay for each appointment. I sent them the order from my ********* ******, which asks for them to count and measure all follicles. I went to the first appointment for a baseline ultrasound on March 21 and was asked for the co-pay prior to the appointment, which I paid. After that appointment, I received a call from the ultrasound manager saying that due to legal reasons, they would no longer be able to accept orders from out-of-state doctors, but they would complete my previously scheduled appointments. I was grateful. I went to my next two appointments on March 25 and March 28. On these occasions, I was not asked for the $171 co-pay. I figured they would just bill me through *******. After the appointment on March 25, I received a call from my ********* ****** saying that they had been having a hard time getting the measurements of all my follicles from *********. I had over 20 follicles and they would only measure 6. ********* had told them that they had an agreement with "a nurse" from *** that they would only measure 4 follicles. The nurse that I spoke with nor I knew anything about this and the order clearly states measure ALL follicles. Because we didn't have the appropriate information to determine if I should move on to the next stage of the very time-sensitive IVF process, I had to get another ultrasound done at a private facility for $279. Now I receive bills from OhioHealth for the ultrasounds...$480 each totaling $940. So they also pulled the pricing bait and switch. I don't think I should have to pay for this. Also, does OhioHealth always make healthcare decisions for patients without the patient's knowledge?

  Business response

  06/29/2022

  Thank you for your patience as an in-debt review was performed on the medical record.  As a result, code ***** (infertility) was added to the two subsequent claims for 3/25 and 3/28.  These claims will be resubmitted to the payer for adjudication.  

  Customer response

  07/07/2022

  I accept the business's response to resolve this complaint.  Thank you for looking into this matter and providing an acceptable solution.  My insurance has now covered these procedures with me paying a $40 copay.  I didn't wish to go the route of filing a grievance with the Better Business Bureau, but this is the only avenue that has produced an acceptable result.  Your other avenues of conflict resolution (Office of Risk Management) were very unhelpful and just restated what the Radiology Department told them without doing any of their own research or investigating.  They were not focused on patient care and satisfaction AT ALL.  Thankfully, this process has been much more transparent and effective.  Your efforts are greatly appreciated!
  
  ** *****

• Initial Complaint

  04/12/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was seen at ****** ********* ******** ** on 7/18/2021 my insurance was billed $8,849.20 they allowed $1,951.21. My copay was $250.00. So my insurance paid $1701.21 and I paid $250.00. ****** was paid at in-network pricing however they billed me for the the reminder of the balance of the bill which was $5,574.79. The insurance ( Health Plan) paid them at Medicare customary charges. The patient advocate center at The Health Plan( (Anna) phone # ************* ***** ******* ****** ********* ******** Ohio Health Corporation) has been made multiple attempts to resolve this issue with ****** ********* and they have not even responded to their request! In order to stay out of collections I have been forced to pay a ridiculous amount of money each month on a bill I do not even owe! ****** had no problem excepting the payment and contractual amount on previous visits so why they are trying to be extremely deceitful and and unwilling to resolve this issue is beyond me.

  Business response

  04/13/2022

  Thanks for allowing the opportunity for OhioHealth to respond.

  OhioHealth does not have a contract with The Health Plan and is not contractually obligated to apply the insurance adjustment as reflected on the explanation of benefits.
  
  Insurance may send a settlement offer to the OhioHealth insurance settlement team. This may be sent via email to **************************** or via fax to ###-###-#### Attn: Insurance Settlement Request.

  
  Thanks

  Customer response

  04/13/2022

  I am rejecting this proposals due to my insurance has been trying to get them to accept a deal since September of last year and they have refused to even respond to any of the proposals made. Furthermore, as I stated previously on prior visits they excepted payment and contractual adjustments so why they are picking and choosing one date over another is completely unacceptable and unprofessional as a business. They already have in there possession multiple proposals made by the patient advocacy center. I would ask they finally review one of those proposals to see if the claim can be settled.

• Initial Complaint

  02/22/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  This situation occurred or was brought to my attention in the last few months by a collection agency. But it pertains to a charge from 01/01/2020. On 01/01/2020, a stroke unit was sent to my home and transported me to *** ******* ******* The stroke unit did not obtain my current (and still existing health insurance). I never received a bill from Ohio Health or any other communication until I received a letter from their collection agency. At which point was two years after the service. This hospital knew my address as the run was made to my address. They never communicated to me via mail, or any other method. I was not aware of this charge, and my insurance company was never billed. Two years later they sent this to a collection agency and I received it and disputed. Only when the collection agency sent me the detail, did I realize what this was for. If the collection agency could find me, why couldn't the hospital find me so that we could have billed to insurance and resolved. Now they want me to pay the outstanding invoice of $19,475.82. I am an 83-year old man who only receives $1800 a month in social security. I can not pay this invoice due to the Hospital's error, or negligence, in not billing my insurance. If the hospital is out of time frame for billing my insurance, I want this bill written off. I have sent them a letter explaining this and with the insurance information. Ohio Health Account Number - *********** ***** ****** ***** ********* Account Number - *********** (Collection Agency) Patient ***** ******

  Business response

  03/02/2022

  The account balance has been removed and the account closed and returned from the collection agency.  

  Customer response

  03/02/2022

  I accept the business's response to resolve this complaint. 
  
  Regards,
  
  ***** ******

• Initial Complaint

  02/05/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have been paying off my debt with Ohio health. While reviewing charges recently I noticed a visit that was not me. I have never been seen medically for this issue. It is from June 23rd 2017. I have contacted Ohio Health 3 times via phone and several over online messaging and the last thing I heard was if I think it is fraud to file a police report. I do not believe it is fraud I believe it is a clerical or billing error on their part. The account number for this visit is Account #***********. I would like this visit for one removed from my billing and second from my health records. I am getting no cooperation from Ohio Health.

  Business response

  02/14/2022

  The visit is being removed from the medical record and the charges voided.  Please advise if there are any further questions or concerns.

  Customer response

  03/09/2022

  After I accepted the offer they made I saw that they were noting my lab tests and that noted said this was not the registered payment. I was satisfied with that. 24 hours later the bill was removed. At that time I paid off my remaining balance with them. 24 hours later the bill reappeared. When I sent a message asking what happened and why it is back is states my account is under review. I cannot get an answer of why it is back or when I can expect it to be removed. I feel like the did what they said and then reversed it.
  
  Kind regards
  
  ****
  
  

  Business response

  03/10/2022

  Our apologies. The ticket to correct the account was placed on 2/11/22, and correct the chart. The balance had been moved out of Patient responsibility on 2/16 which is where the customer probably noticed in MyChart the balance removed. It was then pushed back to the patient erroneously and unintentionally on 2/18. 
  
  The charges on the patient's account are now voided. A request has also been sent to notify the collection agency of this error. 
  
  A response was sent through MyChart to advise that the charges are now removed from the account and a notification has been sent to the collection agency to advise. 

  Customer response

  03/10/2022

  I accept the business's response to resolve this complaint. 
  
  Regards,
  
  ***** ****

• Initial Complaint

  12/13/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was receiving in home infusions from said company above to manage my Crohns Disease, and ended up having a nurse that was grossly incompetent and ended up hurting me very badly during one of the infusion processes. Because he messed up so badly, he had to leave, resulting in me not getting my medicine, which he also left at my home that day. This then resulted in me having to scramble desperately to get rebooked into an office suite to have a doctor there give me my infusion of medicine that i severely needed at the time. On top of this, and the main problem here is the financial billing runaround I have been getting from this company regarding what I owe. I have tried contacting the company above numerous times to get some details of my bills owed and wanting to make a payment, instead Somehow, I currently have over $6000 in bills that have been sent to a debt collection company within the last 90 days from this company, and when I contacted them to try and resolve this, "They said I did not owe anything AND they haven't sent anything to collections ever." Long story short I am being put on the line for these bills that nobody can seem to find for me, and in the case of me wanting to pay off 1 of the bills that I owe, after 4 attempts, THEY Wouldnt take my money and said I had to send in some sort of check. I am now scared for my financial well being since these debt collectors are relentless about getting their money now and am very upset at how this whole process has turned out. I am in desperate need of help to try and get this taken care. Thank you

  Business response

  12/16/2021

  Date of service 2/2/21 and 3/30/21, the patient received multiple statements, there was no contact from the patient. On 8/12/21 account was placed with collections. First correspondence from the patient was 12/7/21- the patient called into customer call center. Note documented (Pt ci stating that collection agency told her there was over $6,000 with them, patient wanted to pay with card and was referred back to collection agency to pay.)
  
  Patient will need to contact collection agency directly (JP Recovery) and pay outstanding accounts attached to the complaint, and there will be no negative effect on the patient’s credit. 

  Customer response

  12/16/2021

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 16356341
  
  I am rejecting this response because: There were no documented statements for either of these treatments as well as a third charge from this company with zero documentation. Not only written, but on recorded calls also, every employee has said my account showed no charges and nothing was sent to Collections in regards to these charges, so there is a huge miscommunication between the merchant and Collection company and myself. Also, the collection company informed me I could still make a payment to the Merchant since my payment isn't a "card" and is instead a manufacturer partnership between said Merchant and maker of my home infusion medicine. The collection company is not entitled to these funds as it is a contract between medical business and myself the patient. Ohiohealth Home has a record of accepting payments from this account but now all of a sudden cannot or will not accept it, causing much of this horrible situation The previous message here goes to show a complete lack of understanding, unprofessionalism, and absolute minimal customer service for a patient and client with an immunodeficiency who has used this service for 10+ months. Again, I would like this merchant to accept my payment from my account THAT THEY HAVE USED BEFORE, and to explain the third charge. I do want anything more from this company then to be done with and never have to associate with again, and they won't even do that. Please help!

   

  
  Regards,
  
  Jonathan Bick

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