ComplaintsforGateway Regional Medical Center

• Initial Complaint

  06/21/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I had a mammogram done in the end of April 2023. I gave all information including insurance to the front desk before the image procedure. A few days later, we got a phone call about the result. But yesterday I surprisingly received a letter from a debt collection company about a large bill for my service at radiology **** at Gateway Regional Medical Center that day. This is ridiculous. How did this occur unprofessionally?

  Customer response

  07/13/2023

  No reply from the business yet.

• Initial Complaint

  06/12/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  My wife, ***********************, went to Gateway *********** (**** S. State Route 159, *****) on 12/5/21. She was not feeling well but did not warrant an ER visit. Her visit consisted of seeing a Dr./PA for a matter of minutes. Our Insurance has a $50.00 co-pay for *********** visits. When the visit was over, she tried to pay the co-pay amount and was told the system was down. Quite a while later, we received a bill for $214.73. I called the ***************** and was informed the hospital had billed the Insurance as an ER visit - WHICH IIT WAS NOT. The Insurance rep actually called them and conducted a 3 way conversation and asked them to code the bill correctly and resubmit it. We did not hear anything for quite a while. we then got a letter from a collection agency requesting payment. We called the ***************** and informed them we were contesting the bill and explained what occurred. we also reached out to Gateway Regional Hospital's third party billing department several times to tell them that their bill did not reflect accurate details of the visit, namely where services occurred. They refused to recode the bill accurately. I have called Gateway Medical Hospital numerous times and have been referrred to several people who do not answer their phones or tell me it is not their department, etc. We are getting letters and calls from the collection agency. I have read reviews for Gateway *********** and other people have had the same issue with them coding their bills incorrectly and being overcharged by insurance because of the incorrect coding. We would like to actually speak with someone who will help me from the coding department - not the third party billing department. We want the bill correctly coded and any notations to credit reports removed. I would like to pay what I actually owe not more and have the incorrect billing practices corrected. It almost seems like it is not a mistake.

• Initial Complaint

  02/08/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I'm writing on behalf of my parent's, ***** *** ***** *****. They have both received services at Gateway Regional Medical Center (Gateway) in Granite City over the past 2 years. Gateway has failed to submit claims to their secondary insurance on multiple occasions resulting in their account being past due and being sent to collections. I've called Gateway and all they say is they will "rebill" to secondary. However, they have Medicare as primary and AARP (****** ******) as secondary. Medicare requires AARP to do a "cross-over" to ensure the primary did in fact pay and this means that the patient has to ask for the "cross-over." It also means that it takes months to get resolved while the account is still sitting in collections. I called AARP in January on the original cross-over requests and they are only processing mail for October at this time (we had to submit the request by mail). Gateway needs to process these claims correctly from start so patients, especially older individuals, are not being send to collections unnecessarily. ***** ****** -Account Number: ******* Amount Due: $450.21 -Account Number: ******* Amount Due: $295.21 -Account Number: ******* Amount Due: 14.29 -Account Number: **** Amount Due: 14.88 Diane Vivod -Account Number: ******* Amount Due: 147.32 -Account Number: ******* Amount Due: 23.42

  Business response

  02/10/2023

  Dear BBB,

  I am in receipt of the complaint with attachments.  I am so sorry about this. I have forwarded all the information to *** the company we contract with to do all of our accounting. I asked up front to take Mr. and Mrs. ***** out of collection. As soon as I get some answers, I will give a full report.

  Again, my deepest apologies for the way this family has been treated. 

  Sincerely,

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

  Director of Risk Management

  Gateway Regional Medical Center

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

  Business response

  02/22/2023

  Thank you for taking the time to communicate to us the complaint lodged from ********* *****. I have investigated her concern regarding her parents (***** *** ***** *****) at Gateway Regional Medical Center. In my review I did not see the accounts listed below verified and billed to their secondary insurance (AARP). 

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

  *******

  All accounts have been successfully pulled back from collections and as of 2/15/23 our insurance team is actively working and rebilling the accounts. 

  Please accept our sincerest apology for any trouble or inconvenience we have caused. As with any business like ours, the greatest advertising we can have is word of mouth from a satisfied patient. We aim to provide a high standard of care and treatment to the community we serve. Thank you for bringing Ms. ********* ***** concerns. 

  It appears the accounts were not billed properly and that is being remedied now. If you have any questions or concerns, do not hesitate to contact me. 

  Sincerely, 

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

• Initial Complaint

  09/06/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On Feb15 2022 my father ***************************** acct# ******* went to ********************** in ************ ** to have bloodwork done at outpatient lab in medical building across street. I presented his ins card and I.D. everything was processed and blood was drawn. My fathers insurer, AARP ******** complete by United healthcare has solid benefits such as zero copay for labwork , *** $250.00 out of pocket for outpatient procedures, surgeries. On 4/19 2022 he received a bill for $1006.07 with description of services saying O.P. lab only. The ******** statement came with claim #********* saying $0.00 amount to be billed to patient.I contacted the billing department and was told they would resolve the situation. ON march 15 2022 ********* had a ultrasound guided steroid injection to his shoulder at gateway's radiology department. AArp ******** says $250 *** out of pocket for op procedures and on May 4 we received bill, acct # ******* ( OP Imaging) for $250 dollars. I paid this bill on 6/2/2022 for $250.00 by credit card and was given ref #******. On 6/27/2022 received bill from Gateway Regional for $200.26 acct # ******* ( OP Imaging). In the breakdown of this bill it says patient pay $49.74 with a balance due of $200.26. date of service 3/15/2022. On 6/14 2022 received a bill from Gateway Regional acct# ******* for $805.81 ( OP Lab only) date of service 12/15/2021. In the breakdown of this statement it says patient payment of $200.26. No payment was authorized for this, ******** claim # ********* says claim has already been paid.So gateway took my payment of $250 for radiology services and applied $200.26 towards disputed labwork charges and $49.74 towards radiology. This is elder abuse. Gateway continues to bill for services already remediated by insurance company. I want the false billing to stop and accounts marked paid in full. ******** will be notified about fraudulent billing. This is why Dr.s are leaving Gateway with their patients to ********, Memorial.

  Business response

  09/12/2022

  Dear BBB,

  I am in receipt of your letter and have reached out to R1, our billing partner and requested an investigation and a response in a timely fashion. As soon as I hear back from them, I will report their findings and seek an acceptable remedy.

   

  Many Thanks,

  *******

   

  Customer response

  09/13/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find it reasonable to give them a few days to review and hopefully resolve this situation.  If not acceptable  please  advise, 
  
  Sincerely,
  
  *********************

• Initial Complaint

  08/17/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  *** ******* *******, my primary care physician, ordered labs for widespread joint pain. I completed those labs on 03/09/2022. I received a bill for $775.86, which didn’t seem right. When I called my insurance company, they said they needed additional information from the provider to reprocess the claim. My insurance company spoke with somebody from the billing department at Gateway Regional, and they said they requested the additional information be sent to ****** ****** **** (my insurance provider). I called two other times to follow up on the issue and each time I was told the necessary information would be sent but it never was. I then received a bill for the amount of $65.48, which my insurance company confirmed I did owe, and I paid that amount immediately on 08/01/2022. I figured this meant the information was sent to my insurance because I received a bill for the amount I was responsible for. When I called to pay the bill of $65.48, the customer service rep said I did not owe anything else. I thought it was handled. Then today, 08/17/2022, I received a bill for the remaining $710.38. I called my insurance company again and they said they never received the additional information, so the rep called Gateway Regional again and the Gateway rep said he would send in the request again and put a hold on my account so it wouldn’t be sent to collections. At this point, I don’t believe any of that will happen. I called the director of billing for Gateway and left a voicemail. I have not heard back. I called the office manager of the facility my physician works at in ************ and left a voicemail. I haven’t heard back. I then decided to drive down to the office to speak with the office manager in person. The lady at the front desk said the office manager is out of town until the 27th, and that they have sent the information to Gateway, but Gateway is not doing their part to send it on to my insurance company. I am at a loss for what to do from this point.

  Business response

  08/25/2022

   

  Dear *** *******,

  Please accept my apologies for the poor service you received from our billing organization **. There is no reason or excuse for the absence of action or the lack of meaningful communication. Following the receipt of your letter through the Better Business Bureau, an immediate investigation was initiated, and your allegations were spot on. I have been made aware that an ** employee has been in contact with you and they informed you that they are resubmitting a claim for the $710.38 fortified with supporting documentation. We should know in the next few weeks if your insurance company will reverse their original denial or not.

  If there is a second denial I will request the balance to be reduced to the amount of the patient responsibility, as if the claim had been paid. Regardless of the outcome, you will not be sent to collections.

  At the conclusion of this letter, I will include all of my contact information. As soon as you hear anything about this claim please call me so we can determine next steps in a timely fashion. I appreciate your patience with this matter. I cannot begin to tell you how sorry I am for the stress we have caused you.

   If you have further concerns or question before a decision has been made concerning your claim, do not hesitate to call me. I look forward to hearing from you .

   

  Sincerely,

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

   

• Initial Complaint

  08/15/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  July 16, 2021, I visited Gateway *********** in ******** ******** a year ago, I paid my copay at the time of service, but this company kept sending me a bill for the copay. I provided them proof of payment and still they sent it to collections. I disputed the collections and sent them the proof of payment and immediately after they removed it. I have disputed this bill for over a year, they say that it has been recorded and removed from my account number *******, however, I am still getting bills from them and I am in fear they will again send it to collections, causing a negative impact on my credit report.

  Business response

  08/24/2022

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

  912 ************.

  ********, ** 62236

   

  Dear ******************,

  Please accept my apologies for the delays and inaction regarding the payment of your co-pay amount of $35. I have directed our Patient ************** to zero out your account so that your balance will be $00.

  It will most likely take a full billing cycle to register this change. If you get any bills from the hospital in the  mean time, send them directly to me at:

  *********************** Dir of Risk Mgt.

  ****
  

  2100 **************

  ************, ** 62040

   

  You can also call me if you have any questions at *************.

  Again, I am sorry for the difficulties we have caused you. Going forward if you have you have any questions or concerns regarding your care or billing at Gateway, please contact me directly and I will be happy to help if I can.

   

  Sincerely,

   

  *********************** RN, JD

  Director of Risk Management

  Gateway Regional Medical Center

  2100 **************

  ************, ** 62040

   

  Customer response

  08/25/2022

  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

  01/11/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My son ****** ** ********** ******* *** ***** office in Granite City, IL on 5/17/2021. He received a bill from Heartland Rural HealthCare, LLC, Patient Account No. ************ dated 6/19/2021 in the amount of $227.43. He then received two statements from his insurance Claim # *********** *** *********** ******* ********* ******** **** stating $0.00 amount payable. I wrote a check * **** on 6/28/21 for the full amount of $227.43. He then heard from the insurance company that they paid $75.00. I called ********* ***** *********** *** on 9/7/21 and was told that they approved the overpayment to be paid on 9/8/21 in the amount to $227.43. They told me to call ************ and ask for the ******** ******* ** ******* receivable person. This number was the Dr. ***** office. The doctor office connected me with ******* ******** ******** ** ******* ***** ** ***** to a lady name **** **** ************* I called her a couple of times. She keeps telling me she has to talk to her boss and her boss is in the emergency room and tells me she will make sure I receive my check, which I have not. I called **** **** ******* ****** on 1/5/22 and left her a message about this and neither Tina or Jessica has returned my call or gotten me my refund for overpayment which was approved to be paid back on 9/8/21.

  Business response

  01/12/2022

  The events in this complaint are related to ******* ******** ********** ********* *** ******* ******** ******* ******. They are two completely separate entities with completely separate billing companies. When *** ********** set about trying to recoup her money she was given the wrong information as to her contact person. That said, even though it is not my territory I spent the morning trying to figure out where Ms. ************ money was. I spoke to ******* ***** *** ****** ******* *** ********* ***** *********** *** and was told a check was cut and mailed to ***** ********** on January 10th 2022. I then called ***** to let her know what I discovered. We left it that if she did not receive her check by Friday January 14th, she is to call; me and I will hunt it down. I also gave ***** ******* ****** contact information should another problem arise. It is my hope that this matter is now resolved.

  Customer response

  01/12/2022

  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,
  
  ***** **********

  Business response

  01/28/2022

  The check had not been cut as promised . And so I demanded a check to be cut that very day on January 20th, to be sent overnight by *** *** The check was cut , it was delivered to Fed Ex on Thurs eve before 8:00 PM by the comptroller. But, Fed Ex tried top deliver it to the wrong address, which turned out top be a vacant home. I received the undelivered envelope on Wednesday, January 26th. I called ***** on Thursday January 27th and made arrangements to deliver the check myself. I went to *****'s home Thursday January 27trh around 3:30 PM and handed her the check. I apologized profusely and she was very gracious.

  Customer response

  01/28/2022

  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

  11/24/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Took my daughter to urgent care. Paid my $35 Urgent Care copay. I was then billed $308.24 because Gateway is trying to tell me this facility is an emergency room. This facility is NOT an ER. It is connected with a PT facility and the sign says URGENT care. I have attempted multiple times. First time they adjusted the bill down to $172 that included my $35 copay. I called again and the agent said “oh Insee what they did, they didn’t code you right upon arrival” he said he adjusted the records. I just received another bill for $172.60. I feel this is insurance fraud as they are trying to get me to pay for ER services at an URGENT care facility. They are trying to charge for more than what they should be.

  Business response

  12/03/2021

  The complaint is completely valid. The Urgent Care visit was coded wrong. It has now been corrected and Ms. ***** will owe nothing more. Her $35 copay was all that was needed. I will reach out to Ms. ***** next week and inform her .

  Customer response

  12/12/2021

  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

  11/10/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Overcharged at one of their doctor offices on 9/15/2020 and 10/20/2020. I was charged $50 each date and per health insurance I only owed $15 each date. Talked to billing at doctors office in February 2021 and was told that a refund would be issued. Talked to billing at doctors office in June 2021 was told they were no longer part of the corporation (literally told they were now under a different Federal ID) and I would have to contact the Central Business Office (CBO) regarding the overpayment and refund needed. Talked to the CBO (********) on 6/25/21 and was told she submitted me for a refund. Called on 8/6/21 to check on refund but could only get voicemail with no call back ever happening. Called again on 8/13/21 to only be able to leave voicemail again. Contacted Blue Cross Blue Shield (BCBS) insurance on 8/13/21 and they were able to get hold of ******** at the CBO while I was on hold. ******** and her supervisor assured **** with BCBS that I was submitted and approved for refund. Refund has never been received. Called CBO again on 10/27/21 and this time routed to voicemail without being given name of person(only said extension 3081) but no call ever returned. Called on 11/10/21 and talked to *****. She confirmed the refund was submitted on 6/25/21 but can't say when I will get a check. Per *****, they are still waiting on "corporate" to provide them checks for refunds from May. Also, she could not give me contact information for "corporate". If this was me owing on a bill for 5-6 months I would be sent to collections! This is unacceptable that they owe money for a year and can't get the refund sent out quickly! They also have never sent invoice showing credit. I only know about this because I compared what I paid as co-pay to what my insurance EBO said I should have been charged. Wonder how many other people are owed money and don't know it!

  Business response

  11/10/2021

  This complaint was sent to a representative of the hospital (Gateway Regional Medical Center) which is a different entity then Physician 's services. That said I will take this issue to physician billing and follow it through to resalution.

  ******* **** RN, JD

  Director of Risk Management & Patient Safety Officer

  Gateway Regional Medical Center

  2100 Madison Avenue

  Granite City, IL 62040

   

*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. ↩