Business Profile

Hospital

Jefferson Health Billing

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Complaints

This profile includes complaints for Jefferson Health Billing's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

34 total complaints in the last 3 years.
7 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. 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.

Initial Complaint
Date:10/09/2023
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Jefferson health charges me copay $17.24 on my annual routine bloodworks (lab tests) dated 5/31/2023, but my medical insurance BCBS federal said those routine bloodworks should be covered. I have been contacted Jefferson billing dept since June 2023 and received a letter from them asking for the payment, enclosed FYI. I also contact **** federal about the lab copay which I never seen this item since I joined 20 yrs ago. Hope you can help to solve this problem, as my wife also experience the same issue and we tried to solve it between **** federal and Jefferson health last 5 months, with no luck. appreciate you help.
Business Response
Date: 10/11/2023
Good morning,
Per review, this was coded as an annual but sent the account to the practice for a code review. The account will be on hold in the meantime. Please allow up to 30 business days.
Thank you

Customer Answer
Date: 10/16/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and hope they will investigate it asap because my case and my wife complaint #******** have already been over 4 months. Thank you.

Regards,
**************
Initial Complaint
Date:09/19/2023
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My father (***********************, now deceased), account #******** was hospitalized at Jefferson on 4/20/2023. One bill is outstanding for $365 for Dr. ************** ******** informed me on 7/17/2023 that the claim was erroneously denied, and requested that I have Jefferson resubmit. I called Jefferson billing on 7/31/2023, and emailed the general billing customer service account twice. Although I got no response to the emails, I was told during my 7/31/2023 call that the claim would be resubmitted. Now (9/19/2023) I receive a collections notice for this bill. ******** informed me that no claim was resubmitted. I am frustrated that this was sent to collections when I had been in communication with Jefferson. I am having difficulty getting this resolved via phone or email. ******** has made it clear that the claim just needs to be resubmitted. NOTE: multiple other bills were also denied erroneously by ********, but were successfully resubmitted and resolved. So I am not sure why this ONE bill remains a problem.
Customer Answer
Date: 09/21/2023
The vendor (Jefferson) has reached out to me and resolved this complaint. Thank you!
Business Response
Date: 09/25/2023
Good afternoon,
******** denied the claim stating that this should be covered under no fault. The claim was resubmitted to ******** on 9/21 but you will have to contact them to update coordination of benefits for them to process the claim. Thank you.
Initial Complaint
Date:09/07/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Upon investigation in myChart billing, I noticed the following entries in my billing summary - which took me by complete surprise. I am happy to provide you with additional information for resolution of this matter as I already tried to contact Jefferson directly MULTIPLE TIMES without success. -$22.91 Feb 16 2023 Carepayment Return Feb 16 2023 Carepayment Acknowledgement -$27.09 I specifically want to ask Jefferson (i) WHAT DO THE ABOVE ENTRIES MEAN? and (ii) WHAT IS THE REASON FOR THE $22.91 and $27.09 FEES? These entries surprised me as I telephoned *********** to let them know I had ZERO interest in doing business with them, and I SPECIFICALLY REQUESTED THEY CLOSE MY ACCOUNT and that I would be making any and ALL payments to Jefferson directly. I am specifically requesting all of the following from Jefferson: 1) I want Jefferson TO STOP forwarding my information to any 3rd Party Credit Providers - and I want to terminate any and all relationships with any 3rd Party, specifically ********** pertaining to my care at Jefferson. 2) If Jefferson claims I still have an agreement with **********, I would like to receive any and all documentation to proving that and any and ALL amounts in question, and itemized statements regarding the same. 3) Most importantly, I would like to receive specific instructions as to how to PERMANENTLY TERMINATE my relationship with any contracted 3rd Party, including but not limited, to ********** - since ********** blatantly ignore, did not honor and disregarded my initial request to permanently close my account, terminate the relationship and make direct payments to Jefferson. I reserve my right to pursue FDCPA actions for patient rights violations and fraudulent billing practices in federal court or Court of Common Pleas of Philadelphia - as well as the Pennsylvania State Attorney General.
Business Response
Date: 09/12/2023
Good morning,
This is for services on 8/19/2022. ***** processed the claim and left a $50 copay. You paid $80 on 1/10/23, which $27.09 of that was applied to the account in question, leaving a reaming balance of $22.91. After 3 billing cycles, the account goes to *********** to save the account from going to collections. If no payment is made to ***********, then the account will go to collections. Jefferson has a legal contract with *********** as a 3rd party organization to offer more convenient payment plans to our patients with no added costs. The contract has a signed, valid Business Associate Agreement (BAA) and follows all HIPAA requirements. The BAA protects both the patient and the hospital. No Patient Health Information is released to ***********. I placed a request for an itemized bill to be mailed out to you to review.
Initial Complaint
Date:08/23/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Jefferson health charges me copay $31.63 on my annual routine bloodworks (lab tests) dated 5/31/2023, but my medical insurance BCBS federal said those routine bloodworks should be covered. I have been contacted Jefferson billing dept since June 2023 and just received a letter from them asking for the payment, enclosed FYI.I also contact BCBS federal about the lab copay which I never seen this item, still waiting for their advise. Hope you can help to solve this problem, as my hubby also experiences the same issue and we tried to solve it between BCBS federal and Jefferson health last 3 months, with no luck. appreciate you help.
Business Response
Date: 09/12/2023
Good morning,
I sent to the account to the practice for a code review. Please allow up to 30 business days. Thank you.

Customer Answer
Date: 09/13/2023
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: ********

I am rejecting this response because: (1) the case is already long enough to be responded, which is started since May/Jun, it is no reason to give more time to settle. (2) there's no supporting document said Jefferson health can charge for the copay of lab test, **** federal never provided this item.
I would prefer to settle the case within a month. Thanks.
Regards,

*****************
Customer Answer
Date: 09/13/2023
I got the reply from Jefferson Health recently said they can charge the co-pay of lab test, that I never seen this item from **** Federal benefits booklet. I tried to ask **** Federal but they never provided this item. enclosed FYI. Thank you.
Customer Answer
Date: 09/14/2023
update just checked my Jefferson Health account, seem they just lifted the copay of lab test from it. Hopefully its permanent as there is no confirmation directly to me. on the other hand, my husband case is still opened, pls advise should we need to file another case here? enclosed FYI. Thanks for your help.
Customer Answer
Date: 09/14/2023
here is my husband case FYI. thanks.
Customer Answer
Date: 09/15/2023
update I just received a reply from Jefferson Health Billing, they would not like to correct the same issue of my husband case, enclosed FYI. please advise. Thank you & have a nice weekend.
Business Response
Date: 09/25/2023
Good afternoon,
The account is currently in review status to see if the diagnosis codes are correct or not. The account is on hold in the meantime. You will receive correspondence regarding the outcome.
Customer Answer
Date: 10/02/2023
[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 give them time to resolve and provide more supporting document to proof that they can charge me & my husband under our insurance plan. Thank you.

Regards,

*****************
Customer Answer
Date: 11/17/2023
Just received a text msg about the charge that they should not charge again. Pls advise. Thank you.
Initial Complaint
Date:07/29/2023
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 2/4/2022 I received a routine; preventative colonoscopy from Dr. **** ****** at a Jefferson Surgical Center. I started receiving a bill for $3,718.25 for this procedure that should have been a wellness check. After over a year of working with both my insurance company and Jefferson billing, I have not been able to get a corrective claim processed from Jefferson, even though all the doctors coded it as wellness and the facility mis-coded it as diagnostic. I have detailed notes of every call and Jefferson billing supervisors assuring me that the issue was corrected and handled. This has caused me a lot of stress and anxiety over trying to correct a mistake that I did not make. I don't know what else to do at this point as it will hurt my credit. I need help.
Business Response
Date: 08/01/2023
Upon review of services and billing, Jefferson addressed and rebilled the professional billing. There was an oversight, and the hospital bill was not addressed. This was escalated internally in June, and response from hospital coding department was that the colonoscopy was diagnostic. Professional and hospital billing are handled by separate departments so there was a disconnect in Patient Financial Services review. Due to the time limit expiring for resubmission to patient's insurance carrier, Jefferson has adjusted the patient balance to $0.00. I have addressed the issue of the disconnect in follow-up with staff involved and hope this issue will not occur with any other patient.
Business Response
Date: 08/01/2023
Additionally, this bill from Jefferson Health was never reported to a credit bureau; therefore, there is no risk to patient's credit score.
Customer Answer
Date: 08/02/2023
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: ********

I am rejecting this response because:
I have gone through all appropriate channels and Jefferson has not resolved my issue. They need to fix the incorrect code and have the wellness code be the primary code. Then they need to resubmit to my insurance company. That is the resolution I seek.

Regards,

***********************************
Business Response
Date: 08/11/2023
Good afternoon,
The balance was adjusted off. There is no balance due. Thank you.

Customer Answer
Date: 08/11/2023
[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.

Regards,

***********************************
Initial Complaint
Date:07/25/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have written several messages to the Jefferson billing dept on the patient portal because they keep sending my claims to the wrong address. I've given them the correct claims address several times. To the point that I've been sent to collections because of their inability to read an ID card correctly. I reached out to my insurance and was told the claim has processed yet the balance continues to sit in my account as my responsibility.
Business Response
Date: 07/27/2023
Good afternoon,
I sent the account to be reviewed along with the EOB from ****. Your account will be on hold in the meantime.
Initial Complaint
Date:07/17/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was seen back in January 2023 at an urgent care location. I paid a co-pay (roughly $25)All that was done was an exam, covid testing, flu testing and strep testing I was told to go home and rest and gargle with salt water. I later get a bill in the mail for $255. The front desk had my incorrect insurance card on file. And used that one for my appointment. After several phone calls, I was told I needed to call my new insurance company and get the claims address and phone number. I obtained that informed and provided it to Jefferson Billing back in April 2023. Several months later and now I am getting a collection notice. This is not acceptable and I refuse to pay $255 that 1) is incorrect and unjust and 2) should have been billed to the correct insurance company the first time
Business Response
Date: 07/20/2023
Good morning,
I billed ******** ****** for services on 1/14/2023. I also notified the collection agency to close the account on their end.
Thank you
Initial Complaint
Date:06/07/2023
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I had a surgery 6/15/22 at Jefferson health out patient facility in Washington twp NJ. Prior to my surgery I got a call from Jefferson health letting me know if I choose to get this surgery what my out of pocket expense would be. This estimate they gave is based on them contacting my insurance and finding out my deductible, how much us left, etc. I was told $2060 for my out of pocket if I want surgery. I agreed and day of surgery I paid $2060 in full. Surgery went well, no issues what so ever. So now 11 months later I get an additional bill for $1200 for surgery. 2060 vs 3200 is a huge difference. I have called my insurance and Jefferson billing at least 5 times. Jefferson keeps transferring me to a different department and no one can tell me why I was quoted $2060 and why 11 months later I'm being billed more money. All they state is this is what I owe and no clue why they said $2060. I feel they should waive this $1200, as it's way more than what I was told. As i would have not got the surgery if my out of pocket was $3200. It is very deceptive and really unethical to be more than 50% off on an estimate when I had no complications at all. And to try and bill me almost a full year later is just outrageous.
Business Response
Date: 07/05/2023
Good afternoon,
I apologize for the discrepancy but we do not have date of service of 6/7/2022 or that payment in our system. Where exactly were the services provided?

Customer Answer
Date: 07/09/2023
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: ********

I am rejecting this response because: if they read my complaint it says date of service was 6/15/22. Although I stand by my complaint Jefferson did finally call me and waived my fees so I am now satisfied with outcome

Regards,

***************************
Initial Complaint
Date:05/22/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I had an elective surgery in March 2023. I was told that I had to prepay or the surgery would be canceled. They overestimated the cost by about $24,000 which increased my estimated out of picket expense. I can understand the estimate being off, but I should receive a refund for the amount I overpaid. I overpaid a total of $1,408.86. Also this prepayment did not cover the charge of the anesthesiologist, in which I received a separate bill for $603.30. Although I can understand the bill, as it is a separate company, I was never told this would be billed separately and I should have been. My insurance and I paid our share, it is not okay to pocket more than what I owed. I’ve spoken with my insurance company to confirm these numbers as accurate and they are. I’ve called billing 2x by myself, and my insurance called them as well with me on the line. So I’ve talked to 3 different representatives and was given 3 different reasons why I am not receiving my refund. My experience with the staff and surgery was wonderful and I said I would go there again and even recommend this hospital to others. But the dishonesty and abuse of the billing department is unacceptable. I just want the money that is rightfully mine and for the hospital to take accountability for taking advantage of me. Sadly I’m sure I am not the only person this is happening to.
Business Response
Date: 05/24/2023
I reviewed the account and once the claim finalizes with *****, patient may receive a refund depending how much they leave as a patient responsibility.
Customer Answer
Date: 05/25/2023
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: ********

I am rejecting this response because:
***** states all claims are processed and they reflect in my portal as processed as well. When I inquired which one we were waiting on, one person told me the physician portion. Then next said that one was complete but it was the hospital one. At least initially the physician portion did say denied, now it doesn't. I feel as if Jefferson overcharged the insurance as every medical facility does, but as insurance companies never pays the full amount they are using that as an excuse to not provide my refund.

Regards,

*******************
Initial Complaint
Date:04/26/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On March 15, 2023, I went to Jefferson *********** to get a pre-employment physical completed. I paid $95 with my debit card. The doctor stated I had to have my vaccination records so he could complete the pre-employment examination and since I didn't have the records it didn't make sense to conduct the physical since he couldn't complete the pre-employment form. The *********** refunded my $95. I am receiving a bill for $95, for a service (physical) that was not conducted and I initially paid for and then was refunded my payment because service was not rendered.
Business Response
Date: 05/02/2023
Good afternoon,
I've sent the account to the practice to be reviewed. It is on hold from going to collection in the mealtime. Th patient will receive correspondence regarding the outcome.

Customer Answer
Date: 05/05/2023
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: ********

I am rejecting this response because:

Regards,

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

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Jefferson Health Billing is NOT a BBB Accredited Business.