ComplaintsforEmory Hospital Patient Financial Services Dept.

• Initial Complaint

  12/28/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I went to the emergency department and received a bill. I payed the bill and have not received an itemized statement. I have been working to try to get this statement for 6 months.

• Initial Complaint

  05/11/2023

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  Emory billed my insurance (UHC) over $12k for services performed on 2/7/23. UHC paid Emory at the beginning of March, exclusive of my $6k deductible. The 2/7 bill has never appeared in my patient portal (I did receive the *** from UHC, which is how I know Emory billed them and that UHC paid). I need to pay this $6k deductible by 5/23/23 in order to not forfeit an LLS ***** ($4.5k). I have been asking for a bill from Emory so that I can pay this deductible and seek reimbursement from LLS since the beginning of March. I have spoken to countless reps, asked for supervisors, pleaded for help and gotten nowhere. I have made at least 20+ phone calls and sent over a dozen emails, to no avail. I can't fathom why it is so difficult for Emory to produce an invoice for me when they clearly billed UHC (twice, I received another *** last week that denied the claim as it had already been paid!). The reps are completely uninterested in being helpful and I am getting nowhere. I am not willing to forfeit $4.5k because of Emory's ineptitude. I am trying to pay them, and time is running out quickly.

  Business response

  05/11/2023

  I have reached out and spoke to *********** regarding her concerns and discussed an agreeable resolution. I will be following up with her to ensure that the matter has been addressed to her satisfaction. 

  Customer response

  05/12/2023

   
  Complaint: 20045956
  
  I am rejecting this response because:

  The document attached does not resolve this problem.  I need an itemized bill from Emory for services dated 2/7, which clearly exists, as they billed UHC for those services.  LLS will not accept this document that Emory created, as it is not a bill (which it states), it does not accurately list the procedures done, and the total does not match what Emory billed UHC for services that day.  I remain perplexed why there is such difficulty in getting a bill to me when the bill has been sent to UHC and paid months ago.  I have been trying to get this bill, and pay Emory, for over two months now, to no avail.  
  
  Sincerely,
  
  *******************

• Initial Complaint

  03/19/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My insurance card says I am not required to pay a copay to my PCP so every time I visit my PCPs ofc, I do not pay a copay but the Emory ************** bills me for $15 which is what the copay would have been. My insurance company said I am not responsible for any copay at my PCP. I have spoken and written to that office several times and now they have turned it over to a collector so they can ruin my good credit that I have worked very hard to build. I have spoken to an attorney and am considering suing because this situation has gone on so long, it makes my blood pressure go up every time I see Emorys name. I am very distressed and it causes my chest and head to hurt. I paid it twice before to get them off my back but I refuse to continue paying a bill I do not owe. Emory is not that desperate for money. I am 73 yrs old and on blood pressure medication. They must stop doing this. I am poor. Every ***** counts and I cant pay out money I dont feel I owe. Please ask them to stop billing me for a copay my insurance says I am not responsible for. Thank you.

  Business response

  03/27/2023

  We are pleased that you have chosen Emory Healthcare as the provider of your health care services. We pride ourselves on providing excellent medical care and customer service. Please accept our apology for any dissatisfaction. I was able to review your account and based off the *** provided to us by your insurance company they are stating that you owe a copay for your visit. You can ask your insurance company for a copy of your *** as well as speak with them in regards to your benefits. We are sending a statment because your insurance company states that you owe. I have done a courtesy adjustment on the open charge. Thank you for allowing us the opportunity to investigate your concern.

• Initial Complaint

  03/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I received the Final ***************** and threat to go to collection if not paid in next 15 days. This bill is for Oct 11 2022. I had sent numerous emails, phone calls , messages on Mychart (Emory message portal), calls to **************** physical visit to Emory. No one trying to correct the problem at Emory and I keep getting the bills. They are saying, Emory decides how to draft the bill and customer has to follow the same. This day (Oct 11 2022) i visited Emory for Annual Physical and suppose to pay nothing. Doctor asked few questions (so far, my problem is not resolved, even i lost my job due to medical issue) and converted by visit to Office visit and hence i kept getting ******************. No one told me that this is converting to Annual Physical. My appointment was Annual Physical and Mutiple discussions on this before visit. I do not like to keep any bill pending and even paid bill after my visit. Despite numerous reminders , emory is not attempting to resolve the issue and expecting Customer to pay some how. Went to ********************** with lots of hope about my medical condition but all i am getting bills.Very disappointing for companies by Emory. They are in Nobel profession not to provide unnecessary stress. I see two claims on this day (both must be waived or corrected)1. $361.98 of Office Visit 2. $709.80 For Lab Total is Approx. $1071.78 , that is impossible to pay even with payment plan, i was expecting Zero as Annual Visit (Preventive). Action by Emory Request for a waive off, plus some compensation to me calling many time to Emroy for non issue.

  Business response

  03/09/2023

  We are pleased that you have chosen Emory Healthcare as the provider of your health care services. We pride ourselves on providing excellent medical care and customer service. Please accept our apology for any dissatisfaction. I was able to review your account and a message was sent to your MyChart account on 3/7/2023 advising you that the current charges stand because there were things discussed outside of your physical.  As a courtesy I have sent your account over to the section to have them review the coding more in detail. Thank you for allowing us the opportunity to investigate your concern we will be looking into the details of your concern.

  Customer response

  03/09/2023

   
  Complaint: 19526937
  
  I am rejecting this response because:

  I do not agree outside of physical. Doctor is asking simple questions and i was answering those. Does not mean that bill should be ****** visit and those Lab charges too are rediculous. There are many tests which are common and should not be charged. I am ready to pay if any test ordered not covered by Annual physical, only lab test. Any way this will be filtered by Insurance if coded right. Also that ****** visit is simply , i cannot digest. Doctor should inform before asking, if changing nature of the call from Annual to Office visit. This must be proactive not reactive.

  I can object, if i know. That is why i am not doctor. Many of time bill was sent to doctor ****** for re code and nothing happend.

  Thanks
  

   

   

   

   

   

  
  
  Sincerely,
  
  *******************************

• Initial Complaint

  02/18/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Credit card charge on 2/17/23 for Eclh **************** Q 02, *******, **, **. I dont live in *******.

  Business response

  07/17/2023

  This is not an Emory Healthcare charge. You will need to contact the merchant or dispute the charge with your bank. 

• Initial Complaint

  02/13/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Emory Healthcare e-mailed a medical statement to me with an amount due for $163.15 this morning. I also received a statement last week. I have not been to the Doctor or medical facility this year. I do not go to Emory Healthcare for any medical services. I called the number ************ on the statement to inform that the billing statement could not be for me as I have not been to a Emory Healthcare medical facility. I was told that the visit was on February 6, 2023 at Emory University Mid Town in *******, *******. I was given a medical record number and was told that it came up with my address and date of birth. I asked what kind of insurance was used. I was told that no insurance was used. The person asked me for my insurance information which I declined. She said that the person was going to pay with cash. I am in the system as I have gone to Emory Healthcare in the past on my Company's Campus as late as December 2019 and Early January 2020. I paid My account in full. I receive healthcare from a different practice that is not Emory Healthcare. I called the Emory **************** and asked if they had me as being seen for care. I was told that I was there on February 6, 2023, I asked what time did I sign in. I was told that I signed in at 11:11 am. I asked who was the doctor and was told that it was a Doctor ****************************** I was transferred to ************************************* office. I spoke to a person in his office and asked her to verify that I was seen in the office on February 6, 2023 to have X-Rays as I was told. The staff in ************************************* Office told me that I was not seen in ************************ office on February 6, 2023 and that I was not in their system and ******************** is Internal Medicine and not X-Rays. I called the Fayette *********************** and filed a Fraud report. Please help as I have received two statements in less than a week. There are no commitment to correct the issue.

  Business response

  07/17/2023

  We are pleased that you have chosen Emory Healthcare as the provider of your health care services. We pride ourselves on providing excellent medical care and customer service. Please accept our apology for any dissatisfaction. I was able to review your account and the charges were investigated and removed from your account on June 22nd. Thank you for allowing us the opportunity to investigate your concern.
  
  

  Customer response

  07/17/2023

   
  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

  12/23/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Mammogram and subsequent ultrasound, totaling $917.92, were scheduled for November 22, 2022. This was to be a repeat visit due to radiology technical issue on original screening mammogram the month prior, 10/17/2022. The $917.92 was collected on Flex spending account on Nov 22,2022. I was sent home when film appeared clear and normal. No further testing or ultrasound necessary. The amount has still not been refunded as promised. This amount has prohibited my remaining medical bills from being considered by *************** and year-end is next week. Despite repeated calls to Emory Healthcare ************ no concrete response has been given for this refund delay. None of the excuses have been consistent. *** not received return calls from supervisors, only more speculation.

  Business response

  12/27/2022

  We are pleased that you have chosen Emory Healthcare as the provider of your health care services. We pride ourselves on providing ********************** and customer service. Please accept our apology for any dissatisfaction. Thank you for allowing us the opportunity to investigate your concern, I was able to review your account and your refund request has been sent to our refunds department and it is still pending and could take up to 30 days. You may contact our office directly at ************ if you have additional questions. We thank you again for allowing us the opportunity to respond to your concern.

  Customer response

  12/29/2022

   
  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

  08/02/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  3/14/2022 I paid 850 for a mammogram. I was over charged for this visit per my eob. On top of that, instead of refunding my money, they forward the remainder (******) to an outstanding ****. This payment has now messed up my payflex card and can not use my card for further dr *************

  Business response

  08/05/2022

  Greetings  ********************,

    Thank you for allowing us to provide medical service to you. We are processing a refund check to you for the overpayment amount of $565.10.  You should receive it within 10 days depending on the US mail.  Please contact me if you have additional questions or concerns.

  Respectfully Submitted,

    ******************* - ********** . 

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