ComplaintsforUW Medicine Billing

• Initial Complaint

  01/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I received a letter dated January 3, **** from a debt collection company ******************************., claiming that I owed $34.02 to ***********************************, without providing further information about the amount.I also received a billing statement letter dated 12/20/2023 from ** Medicine, for services performed on 4/25/2023 to my son. The letter showed a total charge $1150.81, insurance adjustments/payments $1063.87, patient payments $12.10, and outstanding amount $74.84.I looked up my insurance plan's claims, and found that there were three services performed on 4/25/2023, By:1. ***********************************, with total amount $438.4, insurance payment $306.15, and my responsible amount $34.02;2. *******************************, with total $585, insurance payment $386.94, and my responsible amount $43;3. ************************ *************** with total $1150.81, insurance payment $782.46, and my responsible amount $86.94. I have proof that I made a payment of $55.10 on 7/16/2023, and I always pay off the full statement balance whenever making payments. It seems that $43 of my payment was applied to No. 2 service above, and $12.10 to No. 3. Since I always pay off the full statement balance, it looks like ** Medicine didn't bill me the correct amount in the previous bill. For whatever reason, ** Medicine now decided I should pay more. What was worse is ** Medicine directly sent amount $34.02 to debt collection without contacting me about it. The total and remaining amounts match Service No. 1's above, so that I assume it is for that. Given ** Medicine could send me an updated statement for Services 2 and 3, it should do the same for Service 1, because they are for the same service date.Over the whole time I've been always diligent in paying off ** Medicine's bills, but now I have to worry about the debt collection's negative impact on my credit history and credit score. I request ** Medicine to retract the debt collection. I can pay ** Medicine directly.

• Initial Complaint

  11/08/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Hello, ******* Health has been trying to work with *******************, who performed a CCTA on me December of 2022. I needed to send this results over for further analysis and the results could not be further evaluated because there was not enough contrast used around my coronary arteries. The *** code provided on the order sent to them is specifically for the coronary arteries. After my provider's office tried to call multiple times, they also tried to submit a claim with the BBB, but were told that since they had not paid *********** directly, that they could not file the claim. All I am looking for is to have a replacement scan done at no cost. I have attached the order they sent to ** as well as email documentation from their office manager who provided a summary of **************. I would appreciate it if you would please help me. *************************

• Initial Complaint

  09/14/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This company sent money owed to collections without ever contacting me about it

  Business response

  09/18/2023

  ID#: ******** 
  
  Dear *******,
  
  UW Medicine Billing received the formal complaint from your office regarding our patient, ******************* on 9/15/23.  UW Medicine Billing bills for both the hospital professional charges related to care at *****************, ************************* as well as ** ************ Clinics. 
  
  Our records do not reflect receipt of a Release of Information (ROI), where ******************* authorized ** Medicine to share Protected Health Information (PHI).  Therefore, our response will not include PHI.
  
  Per BBB complaint:
  
  Customers Statement of the ************************* sent money owed to collections without ever contacting me about it
  
  Customers Statement of the ************************* sent money owed to collections without ever contacting me about it
  
  Desired Settlement: 
  Other (requires explanation)
  Correction to a credit report; Remove from collections and never do this to a person again
  
  Detailed complaint response & Resolution:
  
  When we have received returned mail on an account, our ********************** standard practice is to place current balances with our primary collection agency.  This allows for expedient research and resolution for updated demographics on a patient account.  We did find that a system error took place with linking the correct address on file, feedback has been provided to our leadership team on this. 
  
  We sincerely apologize this error took place.  Our records reflect an escalation review and resolution has taken place as of 9/14/23.
  
  We truly regret that *************** experience did not meet their expectations,as we strive to provide excellent customer service here at Patient Accounts and ******* Services and across ** Medicine. When we do not meet the expectations of our patients or their families, the feedback provided helps to re-evaluate our work with subsequent improvements to deliver better, more affordable care for patients in the future. We have taken their concerns very seriously and try to ensure that we have fully reviewed and discussed the relevant issues with our staff.
  
  Thank you,

  ************************
  Lead Patient Advocate, Patient Disputes & Inquiry (PDI)
  Patient Accounts & ******* Services (PASS) | ** Medicine
  E-mail: *************
  PASS ***************** ************ or ************ (Monday through Friday, 8:00 am 5:00 pm PST)

  
  

• Initial Complaint

  10/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Hi, my daughter visited UW Medicine ************************* ER on 8/11/2022 for her ankle. She registered and checked in. After waiting, she asked the nurse whether she has to pay if she were to leave. She wanted to go else where to seek medical help as the wait is another 3+ hours. She was told there would not be a charge. So she left still with a lot of pain. A few weeks later, to our surprise, we received the bill for the registration/triage. My medical insurance covers my daughter. To verify, I have separately called ER on 9/30/2022. The nurse said there would not be a charge after triage if I were to leave before seeing physician. Only after further pressing, she asked someone else and then told me there would be a charge. I have a proof of this. This seems to show there is misunderstanding within the hospital staff. My daughter took the affirmative no charge answer and left in a hurry to get sooner treatment elsewhere. They also have written a letter explaining the triage charge. But they have not addressed my complain that my daughter is given incorrect information and the hospital went back on their word. I would like to get reimbursed for the fees I paid already. Thanks for your help.

  Business response

  11/07/2022

  Hello,

   

  A letter was mailed to this patient today 11/7/2022 in response to their complaint. The review found that care was appropriate, and charges are valid. 

   

  Thank you,

   

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

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

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

  Customer response

  11/13/2022

   
  Complaint: 18228857
  
  I appreciate the time UW has spent on this investigation. I am rejecting this response because the explanation of the charges is unclear and conflicting. This most recent response says the charges were due to CPT99281 and does not include triage. Nowhere does it explain what CPT99281 includes. This is conflicting from a previous written letter from UW dated 10/4/2022 which specifically states CPT99281 includes "medical triage". A ****** search online (americanmedicalcoding.com) shows CPT99281 is for "evaluation and management of a patient." I am also lost on why the charges still exist if triage is not charged.

  There are many inconsistent information from UW. This confusion is very difficult to sort out especially for my young daughter. As a business, you can't have inconsistent policies and go back on your words to a hurting individual whose focus is to get pain treated.

  I sincerely hope BBB can help me resolve this. Thank you. 
  
  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. ↩