ComplaintsforIRMC Physician Group

• Initial Complaint

  09/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  The hospital had the wrong insurance in my file. It was insurance not belonging to me. They did not charge my insurance correctly resulting in 4 medical bills that went unpaid. When I caught them on my credit and found out the issue they were supposed to have rerun my insurance. The bills ate negative affecting my credit and they are doing nothing to fix it to of date. I have been getting letters from collections on the bills.

  Business response

  09/13/2024

  It has been identified that there was an issue processing the payments with the insurance listed.  Multiple attempts have been made to update insurance information and reprocess but the insurances have not pay.  Since the insurances have not paid and the age of the accounts the patient will not be billed for these amounts.  I did speak with the patient and let him know that the accounts have been pulled back from the collection agency and no statements will be sent out for the balances.   The patient seemed satisfied that this will resolve the issue.   We apologize this occurred and appreciate him reaching out to get this resolved.

  Thanks,

  IRMC Billing Department

  Customer response

  09/13/2024

  
  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. 
  
  Regards,
  
  ****** *****

• Initial Complaint

  07/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  IRMC has once again has been having problems with their physician billing. This time they sent a bill of my wife ******** ******* to Key Bridge collections without sending the bill to our address first. I received a bill from Key Bridge Medical Revenue Care and I called IRMC billing the same day on July 1. I spoke with a Karen there and she stated that I was correct that this bill was not sent to my address at *** *** *** ******** ** *****. She stated that it was just sent to collections without giving me the opportunity to pay it. This bill is for date of service on 11/28/23 for the account number of **********.. on july 2 I called again to see where they were with this issue and spoke to Summer and she stated that this happened to a lot of people. Today, on July 2, I also called Key Bridge collections and spoke to Moses to have to tell him that I am disputing that this bill was sent to collections in error.

  Business response

  07/10/2024

  7-3-24 – IRMC Billing Supervisor returned messages left from the patient’s spouse.  She let him know IRMC reached out to the collection agency Key Bridge to remove the account from their system.  Our I.S Department was notified and looking into what caused this.

  07-08-24 – IRMC Billing Supervisor spoke with the patient’s spouse to provide an update.  She let him know IRMC will be sending them a letter and a new statement will be sent as soon as possible by our statement vendor.  She also printed an itemized statement for the patient’s records and mailed out.

  07-10-24 – IRMC is sending the letter with the following information to the patient and spouse:
  In response to your Better Business Bureau Complaint, dated 7-2-24, I apologize for the inconvenience this error caused you. Upon investigation, we identified a system error that caused your account to transfer to Key Bridge collections before you received any statements. We modified our system process to prevent this error from occurring again. 
  Your account has been returned from collections and set back up to receive statements. Our system sends four statements 30 days apart before listing the account for bad debt. 
  We value your feedback and I want to thank you as this allowed us to improve our processes in ensuring statements are being sent before transferring to bad debt. 
  If you have any further questions or concerns, please do not hesitate to contact me.  Thanks for choosing IRMC for your healthcare needs. 
  
  Thank You,
  
  Allen E*******
  Manager Patient Access and Patient Financial Services
  Indiana Regional Medical Center
  

  Customer response

  07/11/2024

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

  As of this morning 7/11/24, I still have not received a bill from IRMC in regards to date of service 11/28/23. I would not like this case close until a bill is received.
  
  Regards,
  
  ***** *******

  Customer response

  07/22/2024

  I have finally received an IRMC statement for ******** ******* DOS 11/23/24. I will be remitting payment tomorrow.  Thank you,

• Initial Complaint

  09/08/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have contacted IRMC Billing department on 3 occasions requesting reimbursement of my credit and have yet to receive my reimbursement, and Each time I'm told it can take 3-4weeks for processing. ** 7/21/22---Aetna insurance rep. Etta contacted billing dept. (Cathy) regarding credit and requested $130.14 reimbursement on my behalf...was told reimbursement by check, may take up to 30 days ** 8/31/22 called Aetna rep. Mia, 3 way call with IRMC billing dept. (Gina) will request $130.14 transfer to IRMC Anesthesia Billing dept acct reimbursement if not feasible then request reimbursememt of the $130.14 may take up to 4 weeks to process. *** 9/8/22 called IRMC billing dept. (Sheika) to check progress of $130.15 reimbursement, still sitting as credit (as though no progress made) will take 3 to 4 weeks to process any reimbursements. I've been requesting reimbursement of my credit funds for 7 weeks....twice as long as IRMC policy stating up to 4 weeks for a refund. While speaking with IRMC billing rep. Gina, she stated IRMC policy is to just let funds sit as credit then will be applied to next bill.... I do not have any other IRMC bills and was told my "credit" cannot be transferred to an IRMC Anesthesia bill....nor do I plan on ever having another IRMC experience/bill. Please assist in my reimbursement, as IRMC is refusing to reimburse me my money. Thank you and please contact me with any questions. ***** ** ***** ****************** ************

  Business response

  09/19/2022

  i have forwarded to the person responsible for IRMC billing

  Business response

  09/19/2022

   

  This was never sent to billing until 09/08 from SOS,  our third party collections vendor, was handled through a task and responded to on 09/09.  The refund was requested from Finance that same day. The patient was talking to SOS the entire time, not billing.  SOS was correct in that we cannot transfer credits to anesthesia billing as we do not have access to those accounts, but SOS was incorrect in telling her that credits just sit waiting on a next bill. I will address that with them.  This concern has been addressed and she should be getting her refund.  Finance cuts these once a week so I assume it goes this week. 
  
  Let me know if there is anything else we need to do.
  
  Thanks
  
  Marie & Sandy

   

   

  This complaint came to IRMC on 09/08/22 from our self-pay vendor.  The vendor is who the patient was dealing with.  The very next day the refund request was sent to our Finance department.  Angela from Finance confirmed with me that the refund check is in the mail and going out tomorrow.
  
  
  If there any further questions please have the patient call myself or my Supervisor
  
   
  Sandy-###-###-####
  
  Marjean (my supervisor) ###-###-####

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