ComplaintsforFroedtert North Hills Health Center

• Initial Complaint

  03/02/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On June 25, 2022, I was seen in the ** for a broken foot. X-rays were taken and I was given crutches and told to follow up w/ortho. When I entered the facility, I let the woman at the front desk know that I no longer had Anthem BCBS, and now I have ******** / UHC through the state. I didn't have my new card yet, but I gave her the ** number and was told she would update my account. A couple of months later, I get a bill for $529.50, which was the amount that Anthem didn't cover. They had never even billed my ********. I called and spoke to someone who I explained the situation to, and she told me she would update my account with the ******** info, and re-bill. I waited. A couple months later, received another bill. Same amount, and only Anthem was billed again. I called and asked for a billing manager this time. After explaining my situation, I was told the manager wasn't available. I said I would wait until they were. After about 20 min. on hold, the woman said the manager would call me back in a couple minutes. I'm still waiting for that call. Nothing has been resolved, and I am now in collections for $529.50. I have insurance that would cover this, this office is just refusing to update my info and bill the correct insurance. I am afraid to go to the office in fear of an altercation, I am also afraid to have any further medical care here, as it's destroying my finances. I just want them to bill the correct insurance company. Please, please, please help!! My dob is 5/28/1985, and my acct # is **********. I look forward to hearing from you.

  Business response

  03/20/2023

  Please see the attached response to Complaint Id ********.

  This letter serves as Froedtert & *************** of ********** response to the complaint you filed with the Better Business Bureau (BBB) dated 3/2/2023. After reading your complaint, I understand you have a concern with the insurance carrier billed for your *********** visit at the North Hills Health Center on 6/25/22.The visit originally billed out to the Anthem coverage attached to your account, even though you told the Patient Access Representative when you checked in at the *********** on 6/25/22 that you had new coverage through ********* Anthem did process the claims and applied a deductible amount of $529.50, which was then balance-billed to you on 8/5/22. On 9/15/22, you contacted the Self-pay Billing team with your ****************** information and requested that Froedtert send the claims to ******** for processing. The coverage was still not added to your account after your call. It wasnt until you contacted the billing team on 12/14/22 that the ****************** coverage was appropriately added to your account. This was a significant error on our part, and I sincerely apologize for the frustration that you encountered when trying to update your insurance coverage. This update should have happened properly when you first informed us at check-in.Please be assured that the accounts associated with your 6/25/22 visit never listed with a collection agency.Claims for this date of service were sent to ******** ** on 1/6/23, and Froedtert received payment on 1/10/23. ******** made full payment, bringing the balance for the accounts to zero. However, account ********** for a virtual visit with Dr. ******************* on 1/28/22 is currently listed with Optimum collection agency. The balance due on this account is $117.02, which is the deductible amount that Anthem applied to the visit. Please contact Optimum at ************ to make payment arrangements for this balance.Of course, we want your experience with Froedtert and **************************** to be excellent. Please accept our sincere apology that it was anything less. Thank you for taking the time to express your concerns in writing. We are happy to discuss any further questions you have about your bill.Sincerely,************Patient Experience ****************************** Services Froedtert & **************************** *********************************************** W12501 **************************** ***************, ** 53051

   

   

   

  Thank you,

  ***********************
  Patient Experience Coordinator
  Patient Financial Services
  Froedtert and ****************************
  Phone: ************
  E-mail: **************************************************

*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. ↩