ComplaintsforUT Health East Texas

• Initial Complaint

  09/21/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am trying to talk with someone in the UT Health East Texas Business office who can help me resolve a billing problem. I have talked with the centralized billing department every month since April 2023 and 20 times since then in attempt to straighten out the problem. They cannot help me nor get me to the right person. I attempt to call the business office in Tyler TX and only reach the centralized billing department. I ask for customer complaint department, customer service and get nobody. I received a bill of $152.52 for account # *********** an accidentally went to my bill pay and paid a prior UT Health P.O. Box 700 Tyler TX instead of this one. I realized I paid UT Health but not the right account number, nor the right department. I requested a copy of the cancelled check from my bank and sent it to the billing dept. It showed the money was received by the UTH Business Office 3/23/23. According to the endorsement on the back of the check, it was deposited in the bank account for the ************** Hospital LLC. ********* account ********* at ********* Bank. The money was suppose to go to account #*********** at UT Health East TX P.O. Box 226327, Dallas TX for service rendered by UT Health ****** 2000S Palestine St. I assume it went to account #*********** Rehab since this was hand written on the front of the check by someone I assume in the Business receiving office. All I want is someone to provide me with a refund and I will pay the correct department, submit the payment as a payment on the account #*********** or provide me with an itemized statement showing what account the money was applied to and why. I cannot reach anyone who can help me. I do not know who to call. I am contacting you to see if you can get me help. Billing # **************. One person said a note on the account 9/6/2023 that Rehab applied $ to a Legacy account. No other info. I need verification Rehab was entitled to keep that check from an itemized statement.

  Business response

  09/28/2023

  Chad ***** from Ensemble spoke with the patient and provided her with details on where her payment was applied, and he have transferred her amount back to the original account where she wants the payment to be used. She is pleased with the outcome, and Chad have also provided the patient with his direct contact information.

• Initial Complaint

  08/07/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I had surgery at UT Health on ***** 15, 2022. My insurance was billed (and all pre-authorizations completed) and they paid their portion on ***** 25, 2022. I received my first bill from UT Health on ***** 1, 2023, almost a full year later. When I tried reaching out to UT Health, not only through MyChart but also by leaving voicemail, I wanted to discuss with them the bill, given it violates CPRC, Title 6, Chapter 146, Section 146.002 ("timely billing"). I have left countless voicemails and messages through MyChart to discuss the matter, and have yet to get a call back. I did receive one response through MyChart, which I further responded to, and then no other communications. I filed a complaint with the TX Health & Human Services division, who opened a case, but have yet to close the case. However, they informed me my account could not be turned to collections while their investigation was ongoing. Today, I logged into MyChart & see it has been turned over to collections. I have not received further communications from "collections" so don't even know whom to contact.

  Business response

  08/15/2023

  I reviewed the patient's billing account, and it shows that we billed the insurance and that they paid us but denied additional charges, therefore we did the appeals process, and it was finalized in March 2023. The patient was sent statements in March, April, May, and June. I noticed that I left the patient a message back in April, but there was no callback from the patient.

  I spoke to ***** ******** last Friday, and we reviewed the billing charges and what the EOB stated. She was pleased that we could explain the delay and that she saw the EOB saying her responsibility and would contact Agency to make arrangements to pay it off. I did advise her to call me if she had additional questions.

  Customer response

  08/27/2023

  
  Better Business Bureau:
  
  I have accepted the response. I greatly appreciate the response from the gentleman responding on behalf of UT Health (apologies I cannot recall name!); however, I will say it was incredibly frustrating not being able to reach anyone through the methods provided on the letters & MyChart messages sent to me, even after reaching out countless times. I hope that is fixed in the future. 
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  01/13/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  ** Health has damaged my credit incredibly. I have so many collections added to my account from them improperly billing my insurance. I have full coverage insurance through ******** and prior to that I had full coverage through the state where my deductibles were met and the only thing needed was my co-pays which were paid. Now Im being swamped with calls from debt collectors and negative impacts on my credit. This has been going on for several years and needs to stop.

  Business response

  01/24/2023

  In reviewing the accounts, the ones that have a balance are related to co-insurance with UHC, one with ******** that was sent to the patient due to only have Health Texas Womens coverage and the visit was not women related.  There are two without insurance as she stated she didn't have active coverage during those visits.  Our Director of Revenue Cycle will be contacting the patient today to review all of the outstanding accounts, but at this time the balances appear to be appropriate.

• Initial Complaint

  11/21/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 9/20/22, I visited UT Health *********** on ************** in ***** for minor leg pain. It was right after they had opened and it appeared that it was a little busy because there was already some people in the waiting area and 3-4 in line. The check in receptionist asked another person in line to check in at ER desk next to *********** check in desk, ER area had no patients waiting. When she asked me to also check in at ER desk I told her I did not want to check in at ER because it was to costly and I didn't think my medical issue required an ER visit. She asked if I had insurance and I told her yes. She replied, "than don't worry, you're covered."I don't know if this employee was just following UT Health policy of referring patients to ER desk if they get too busy or this employee justified diverting patients in line to ER in order to minimize her work load. Now I have a $632.05 UT Health bill and a $147.91 Envision Health bill for the physician working ER that day.Insurance will not pay for this so now it is my responsibility to pay $779.96 for UT Health's bad policy or UT Health's employee's violation of their policy.

  Business response

  11/28/2022

  After reviewing the account and discussions with the clinic manager we have lowered the charges down to the urgent care charge amount vs the ** charge, this brought the charge down to $160.  On 11/23/22 ******************* contacted the patient to inform him of the correction and the patient was very thankful for the correction.  There is also re-education being done with the clinic staff of the importance of registering the patients correctly between the urgent care and ** area due to the difference in the charges.

• Initial Complaint

  03/17/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Acct # ******** I had a well care visit to Dr. Amber Dawson on Nov 12, 2019. The billing for the lab part was coded incorrectly and my insurance did not pay the customary 100%. I called to get the coding corrected and did not receive additional billings. I assumed it was taken care of...it was not. I recently received a notice from a collection agency for the amount of the lab charges. I phoned U.T. Health Center's billing dept about the charges. They told me the charges were a facility charge and that any time I walked into a U.T. office I would be charged a facility charge (I was told this is unique to U.T.) I have never been charged a 'facility charge' for a well care check or the lab associated with it before or since. The detailed billing I received for the visit was a list of the lab tests and charges associated with it. Not for a 'facility charge'. The bill is for $1,002.00, and it has been turned over to a collection agency. I am uploading: 1. A copy of Dr. Dawson's Progress Notes from the visit that state it was for a WellCare Check Visit. 2. A copy of the letter she sent me from the lab tests associated with the visit. 3. A copy of the notice that the collection agency CMRE Financial Services, Inc. sent me. 4. A copy of the itemized billing for the $1,002 they are trying to collect.Acc

  Business response

  04/19/2022

  Ensemble, the North Campus billing office, researched the account and found that the contractual insurance adjustment was not applied.  This left an incorrect balance to the account.  After correcting this the remaining patient balance was $73.57, we advised the patient that we were going to adjust this amount due to all the billing delays and missed adjustment.  The patient was pleased and requested a letter stating the resolution.  The patient was contacted with this information 3/30/2022.

  Customer response

  04/25/2022

   
  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

  03/08/2022

  Complaint Type:

  Billing Issues

  Status:

  BBB unable to locate business

  More info

  Date of Service 2/10/2022 Had a doctor's appt. at Olympic Plaza, which is a medical building. Referred there to see a specialist. Paid my copay. The doctor determined I needed a shot. Was told my cost for shot would be $12.41. I agreed to this, and received shot. I never once left the doctor's examination room for any treatment. A week later I saw my insurance EOB online, and it showed a cost to me of $777. Charge was for "Outpatient Services". I was NOT told at time of visit there would be such a charge, nor was there any signage explaining there would be charges from the UTHEALTH hospital group, in addition to the doctor's charges. I've contacted UTHEALTH's billing dept., and was told since their operating structure changed in 2020, many of the specialist's offices around town are now tied into UTHEALTH, and all now charge an "outpatient" fee. I was also told they cannot determine these "outpatient" costs up front, as every patient's situation is different, based on their insurance. That is a falsehood, as every doctor's office can review your insurance plan online, and many ask for your deductible to be paid at time of visit. I've also contacted UTHEALTH's patient advocate. She understood each office in the medical building was required to inform patient's cocnering these "outpatient" charges. She had also never heard of someone receiving a bill for these services anywhere near as high as mine. She stated she would be forwarding my complaint onward within the organization.

• Initial Complaint

  01/09/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I requested the cash price for Dr. ******** at UT for my *********. I paid the cash price and they charged my insurance anyways WITHOUT my authorization. I have a massive deductible so I NEVER file on insurance. It's on file for vaccines and emergencies. They are now trying to collect what the insurance didn't pay and have put the money that I did pay towards other bills again WITHOUT my authorization. They are now requesting a receipt showing I paid the cash price. Not my job. The manager of the clinic said she'd call my wife back after looking into this in the middle of December and she never did. The initial consultation was Aug 27th and the surgery was Dec 10th. This is absolutely stupid and it's the last thing I need after the year I've had. They're incompetent like this all the time and it needs to stop. I owe them nothing and I want my account to reflect that.

  Business response

  02/04/2022

  When I first received this compliant, I contacted *** *********, my contact with the BBB and requested a signed HIPAA form which by law, allows me to release the information and that is what I am waiting on now. Please send me or upload the signed HIPAA form so that we can provide the information requested.

  Sincerely,

  **** *******, RHIA, CDIP, CCS

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

  ###-###-####

  Business response

  02/08/2022

  February 8, 2022

  
  Consumer: Mr. ***** *******
  Account Number: ***********
  Case Number: ********
  
  Dear Mr. McCarty,

  
  I received the complaint that you filed with the BBB on 1/24/2022. After careful review of your account, we have found that the procedure was performed in a clinic location and not within a Hospital Outpatient Department (HOPD) meaning you will not be charged a facility fee which will bring your balance to $0. If you have any other questions or concerns, please let us know as we are happy to help.
  Thank you for choosing UT Health Tyler as your health care provider of choice.

  
  Sincerely,
  
  **** *******, RHIA, CDIP, CCS
  Corporate Compliance Administrator
  Office ###-###-####
  Fax ###-###-####
  *****************************

  
  

  Customer response

  02/10/2022

  
  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. I shouldn’t of had to of filed a claim with the BBB in the first place though. UT needs to get their billing straightened out and I shouldn’t of gotten the runaround for over a month from them. Their incompetence in the billing department is shocking and their willingness to admit that it was something very stupid without any shame is even more baffling. To my knowledge all of the vasectomies are performed in the same building that I went to. The other men that were in the waiting room while I was there were also there to get vasectomies. All the billing department had to do at the most is call the office and ask about the facility fee. 
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  09/28/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I received a bill from UT health in Sept. 2019 for $122.20 for services in July 2019 from nurse practitioner, ********** ***** I also received a statement from my insurance carrier, ******* declining the charges. I called ******* who said that the charges would be covered but that UT Health had submitted the bill incorrectly and would need to re-submit the bill under the supervising doctor's coding number. I called UT Health to inform them of this and I was told it would be re-submitted correctly. In early 2020, I received another bill from UT Health Tyler under the exact same nurse practioner's information. I AGAIN called ****** to get info. This time the agent I spoke with offered to call UT Health billing herself. The ****** agent assured me that the bill would be re-submitted correctly. In April 2021 I received another bill with the incorrect provider listed and in Sept 2021 I received a bill from a collections agency. At this point, I expect the charges to be removed completely

  Business response

  11/02/2021

  Business Response /* (820, 6, 2021/09/29) */ Per the request from the Business Please provide your full Social Security Number in order to efficiently locate your patient records.

*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. ↩