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Business Profile

Hospital

Atrium Health Wake Forest Baptist

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Complaints

This profile includes complaints for Atrium Health Wake Forest Baptist's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 43 total complaints in the last 3 years.
    • 18 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/11/2025

      Type:Service or Repair Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I went to Atrium Health Wake Forest Baptist HP on June 18th after referral from my pcp based on my symptoms. It was a fiasco. I arrived, waited and finally checked in around 2:30. I was pushed through a side area where I spoke for maybe five minutes to a PA-C (3:18PM) whom stated that she ordered some ************* tests. I gave samples for both. No imaging was discussed or ordered. I got abnormal blood results in the app, never got urine results. Around 8PM my chart in the app randomly switched to discharged, I went to ask what was going on. I was erroneously removed from the list and was told I would have to wait another hour for any care or treatment. I found this to be unacceptable and explained this to the self identified manager on duty. I had been waiting all day and even AFTER the previous shifts charge nurse earlier had individually gone down the list with everyone in the waiting room to confirm who was still waiting after she acknowledged the long wait times and people leaving I was still removed? I have now gotten a bill for almost $2000 when I was never actually given any care, treatment or medical advice. Meanwhile. My chart and the notes do not match the charges. There are a wide ranges of discrepancies. I have called: Atrium patient advocate (June 19th Porsche **************/ 13 minutes ) and filed a complaint. I did follow up with her on July 9th also (July 9th Porsche ************* / 12 minutes) after the billing department said I had never filed a complaint. I have contacted billing, (July 7, 9, and 10th) where I have been given a giant run around. I have contacted them via *******. I have called them. I have been very clear that I believe parts of this bill to be fundamentally and factually incorrect. I have told them I have contacted my insurance. I have received one phone call back from Atrium billing- on July 10th. This was with Tiana. ************* That call ended with her screaming at me, and hanging up after I asked for a manager.

      Business Response

      Date: 07/24/2025

      Dear *** *********************** you for reaching out to Atrium Health with your inquiry on ***** ******. The Emergency Room (**)  visit arrival was noted as 15:18pm on 6.18.25. A Patient's acuity is a major factor determining how quickly a patient is seen in the ********************* Our apologies for the wait time for her abbreviated Emergency room visit, as *** ****** left prior to treatment completing.

      As ********* mentioned in the concern description, she left the lobby at 18:56pm after being updated on the wait time and having labs drawn to go eat. ********* returned just short of an hour later. Once returned, *** ****** made the choice to leave once more once determining no room was available at that time.

      The self-pay balance has been adjusted as a one-time courtesy per *** ******** account review today. The code of *********************************************************************** ****** were evaluated in the ** by a PA in the First Look pathway process which is eligible to bill. The physician charge should complete processing shortly and is also eligible for adjustment should a self-pay balance remain.

      Phone calls are recorded at Atrium Health, with the one mentioned by the patient reviewed by management. The representative that spoke with *** ****** was cordial and never raised her voice.

      In future should *** ****** find her patient balance a hardship,she is welcome to begin the financial assistance process by filling out an application. To expedite the process, please visit **************************************************************************************************************************************************************************************************************************** to complete the form online.? 
      Should you have any further questions, please feel free to contact customer service at ************. 

      Thank you,  

      Customer ******************************************** Southeast Division 

      Customer Answer

      Date: 07/25/2025

       I reject this response. My name is Mrs. ******* My husband was with me on 06/18. I was there for at least 5.5 hours from approx. ********* I was never seen by a physician and received no treatment, imaging, or medical advice. Any contrary claims are false.


      Response corrections:

      ** visit arrival was noted as 15:18pm
      False. I arrived at 1456: after clearing security, a brief wait and providing insurance (GT-IP).


      The code of ***** is the lowest level for ** services
      False and irrelevant. ***** is a critical care add-on code. I was billed for *****, ***** plus individual blood tests. (IPP)


      Left prior to treatment completing
      False. Around 1900, I went to my car for food/water and was, apparently, removed from the waitlist without my consent. Atrium confirms internal patient transfers occurred: 1857 ST, 1943 NH, 1951 RC, and 1957 NH, discharge (IP).


      Left the lobby at 18:56 returned just short of an hour later
      False. I was outside less than 1520 min and remained on hospital property. We left around 2000: after I was told Id have to wait another hour for any care. Confirmed by Atrium transfers (IP), notes (IP) and supported by the **** discharge sent at 1957. (IPP)


      Ms. ****** were evaluated in the ** by a PA
      Refer to (IPP) NAHRI.


      The representative that spoke with Ms. ****** was cordial
      False. Almost every interaction Ive had with Atrium has been unprofessional.




      Additional notes/concerns:


      NH printed my chart on 06/26 at 01:02 AM eight days after my visit and after I filed a complaint on 06/19. (IP)


      I was never seen by WZ (DO) or LT ***** WZ signed on 06/21, three days post-visit. This contradicts my experience, *** 06/18 nursing notes (IP), Atrium logs (IP), and Atriums policy requiring attending co-signatures within 48 hrs.


      I provided urine (IP), but the ** and pregnancy test (PA-C BN) were canceled at unknown times/by unknown persons (IP).

      I have an IUD; I dont know if this is why the pregnancy test was canceled.

      My abnormal blood results still havent been discussed.


      I was not billed for urine (IPP) yet this falsely appears under medical decision making along with imaging; and an afterthought elopement claim that is again contradicted by **** discharge (IPP), *** notes Patient stated they were leaving due to wait (06/18 IP) and my experience.


      Notes state created using Dragon voice recognition software. Atrium policy, publicly available, warns staff of usage. 

      To whom it may concern:

      Regardless of billing outcome, I will file formal complaints with the ** Medical Board, AG **** *******, DHHS, ***** of Insurance, and CMS. I have contacted my insurance and initiated a formal dispute. I plan to request a full review and amendment of my medical record. 


      *I(P)P = Image (Previously) Provided, respectively. 


    • Initial Complaint

      Date:05/12/2025

      Type:Billing Issues
      Status:
      ResolvedMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      March 2023 colonoscopy - I paid in network associated charges through a payment plan. ***** has turned an out of network balance into collections against me. ***** is violating balance billing laws, as my health insurance plan was deemed in network pre-procedure. I have contacted the billing **** on multiple accounts and did so for over a year now. I was also routed to the patient advocate and reported concerns there, which were to be further escalated. The matter has not been resolved and my credit is now in jeopardy. If this cannot be quickly resolved to my satisfaction (immediate retrieval from collections and dismissal of the charges), then I will next proceed with hiring an attorney to file suit against them.

      Customer Answer

      Date: 05/23/2025

      I have not heard from the business in response to my complaint.  Unfortunately, this is the same manner in which my concerns/complaints re: this claim have been handled by the business billing and advocate department for now approaching 2 years.  In the meantime, my account remains in collections.  I look forward to advisement from BBB as to how I should proceed with the handling of this matter.

      Business Response

      Date: 06/09/2025

      *******,

       

      I apologize for the late reply. 

       

      This has been resolved and I spoke with Mrs. **** to let her know.

       

      Thank you,

      ****

       

      **** *******

      Associate Vice President

      Patient ******************

      Office: ************

      Customer Answer

      Date: 06/09/2025

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.
    • Initial Complaint

      Date:05/09/2025

      Type:Billing Issues
      Status:
      ResolvedMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      My husband and I went to this doctors office on 12/27/24 for new patient visit and physical. A month later (Jan 25) we received a bill for a sleep apnea visit. We have never been seen for sleep apnea and the appointment was never scheduled for apnea. The doctor, **** ******, asked about any concerns we may have and my husband brought us his sleeping habits and she said she thinks it may be that and will send a referral for him, as they do not treat sleep apnea there at the office. We have been calling them and their billing department for 5 months now with no returned phone calls, as promised, and with no resolution. We called again today and spoke with the office manager and she stated that we are being charged because *** ***** took the time to create the referral therefore we are being charge for sleep apnea. Mind you, again, we were never seen my **** ***** for sleep apnea. Being charged for a referral is illegal and insurance fraud. We have also reached out to our insurance regarding the issue and the state that they cannot contact the doctors office and we have to contact ourselves.

      Business Response

      Date: 06/09/2025

      *******,

       

      This is now resolved.  I spoke with the patient and his wife to let them both know.  They have my phone number to call me directly with any questions.

       

      Thank you,

      ****

       

      **** *******

      Associate Vice President

      Patient ******************

      Office: ************

      Customer Answer

      Date: 06/16/2025

      Better Business Bureau:

      Thank you for you letter and reaching out to the company. We did in fact speak with Mr. **** on June 6, 2025 via phone call. Up until that point we had received no form of communication with the business. However, after speaking with Mr. **** we were able to come to a resolution with the company. I have reviewed the response made by the business in reference to complaint ID ********, and I accept it. 
    • Initial Complaint

      Date:03/12/2025

      Type:Billing Issues
      Status:
      ResolvedMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      My eye doctor referred me to Atrium Health for urgent treatment. Atrium employee asked for my insurance card so they could verify I am in network before the appointment. On arrival I asked if insurance was good, and they said yes and charged the in-network copay. After 4 visits they told me I wasnt in-network. I then requested a Good Faith ********* which I still have never received. I started receiving surprise bills for thousands of dollars, with amounts changing every few weeks. It is now 10 months since my final visit and I still havent received a complete final bill with a total amount owing. I believe that they have violated the No Surprises Act. They led me to believe that they had verified I was in network, and charged the in-network copay. The billing associate said that as they had me sign the assignment of benefits form (after Atrium told me that my Insurance was good) they do not need to provide one. They feel they can get around the no surprises act, by simply submitting it out of network without the knowledge or consent of the patient. I have more details, in the evidence documents attached. Please note that the account and receipts docs that we have tried to upload to the site have failed multiple times over. They are under 5 mb, and it doesn't matter if they were in pdf or doc format. For some reason they won't upload.

      Business Response

      Date: 03/18/2025

      Good Afternoon,

      Ms ******** has been contacted with the matter discussed. Ophthalmology is not in network on the patient's insurance plan. The pre-pay portion of her payment has been applied. All remaining balances have been adjusted on her account. ********************** would once more like to extend our apologies on this communication error. Ms. ******** may yet receive explanation of benefits from her insurance, however any balances reflected have been adjusted with a statement generated for the patient's records.

      Regards,

      Customer ******************************* Services,Southeast Division  
      Office: ************  

      Atrium Health  
      Mailing:P.O. *****************************-28618 

       

      Customer Answer

      Date: 03/25/2025

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

       

    • Initial Complaint

      Date:01/15/2025

      Type:Service or Repair Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have had several visits to Atrium Health ( various providers )that have not been paid by my secondary insurance. ******** is my primary .I have met my yearly deductable and my insurance assures me these are covered charges. However Atrium did not file properly and did not provide the secondary with the required ******** information. I have spoken to Atrium about this about 15 times. I have done the 3 way call with them and insurance as they requested. (this was ithe beginning of October 2024 . At that time per the conversation they seemed to understand what they needed to do . They told me it would be resolved in ***** days . It has not been resolved because they have not re-filed with insurance. INSTEAD they harrass me constantly, by text, with calls and with letters. When I called them AGAIN they told me they do not refile???? What can I do

      Business Response

      Date: 01/27/2025

      Good Afternoon,

      Thank you for your correspondence dated January 15, 2025, regarding the concern # ******** for Ms. ************ Atrium Health has reviewed the concern for Ms. ***** and provided our findings below.
      Our goal at Atrium Health is to provide quality patient care in a caring and compassionate manner, and we regret Ms. ***** feels that her experience with us was anything less than excellent. We hope this information is reassuring that his concerns were taken seriously and addressed with the utmost care and sensitivity.
      Insurance is filed as a courtesy for all our patient(s) at Atrium Health. Ms. ***** has ******** as her primary insurance and Bankers Life is her secondary ************ the patient is aware, Banker's life does not pay ******** Part B deductible. 
      When ******** processes a claim for the patient, they forward the same claims processing information (explanation of benefits) to the secondary insurance that the patient receives. Should the Secondary require additional information, such as an explanation of benefits copy, the request needs to be submitted in a written form to Fax # ************ from the secondary insurance. Unfortunately, claims work is processed thru another department which requires this request from the Insurance in writing, with the ***************** was advised of at the time of the call with the patient. Claims will have been filed to Banker's life with an update sent to the patient by letter and statement if not response is received by her secondary to get the patient involved.
       Per an account review today -payments from Bankers life have been received which posted to the patient's account on *******, ********, 12.9.24 and 10.29.24. Currently one date of service is still filing to the patient's primary ******** insurance, service date of 1.23.25.  Secondary contractual(s)  have processed on 8.21.24, 12.6.24 and 1.20.25.
      Atrium Health Wake Forest Baptist would like to extend our apologies for any undue stress this billing misunderstanding may have caused Ms. ***** during this review process. 

      Thanks,
      Page


      Page C
      Patient Accounts Specialist, Customer Service
      Patient Financial Services, Southeast Division
      Office: ************

      Atrium Health
      Mailing: P.O. *****************************-2861
      Shipping/Express Mail: ************************************************. L *********, NC 28208

    • Initial Complaint

      Date:01/14/2025

      Type:Billing Issues
      Status:
      ResolvedMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      My daughter was seen by her ENT doctor through Atrium Health Wake Forest Baptist on 1/18/24. She was referred for lab work (also through Atrium Health Wake Forest Baptist and had labs done on 2/19/24. Our part of these two bills after insurance was $131.49. I sent payment through my bank's online bill pay and they sent the payment on 5/16/24 to Atrium Health at the address listed on the invoice. The check was electronically deposited on 5/26/24 per info on back of check. I have continued to receive bills for these two dates of service. Each time I have called to try and resolve this, I have been told to contact the old billing if i call the new billing and vice versa. Apparently they changed billing practices in between the two dates of service. This has been turned over to *************** and ****************************** for collection. I have repeatedly provided copies of the invoices I paid as well as all of the banking information from the check sent to them. The bank cannot stop payment as the check was deposited. I have tried without success to get a resolution on this. I literally have proof of payment and they just keep telling me I still owe the money.

      Business Response

      Date: 01/16/2025

      1.16.25

      Better Business Bureau
      ********************************
      *************, *******; 27101
      Attn: ******* ****

      Re:      ID ********      Ms. ******** ***** on behalf of ****** ******

      Dear Ms. ****************** you for your correspondence dated January 14, 2025 regarding the above-referenced file. Atrium Health Wake Forest Baptist (AHWFB) has reviewed the concern for Ms. ***** with our findings below:

      Our goal at ***** is to provide quality patient care in a caring and compassionate manner, and we regret that  Ms. ***** experience with us was anything less than excellent. We hope this information is reassuring that his concerns have been reviewed.
      The payment has been located, it appears the patient payment was incorrectly converted by the bank.******** account has been placed on hold until the corrected posting has been completed. A request has also been made today to have ******** balances returned from collections. Please allow up to 2 days for any agency contact to ************ should not be affected, Atrium Health Wake Forest Baptist ceased to impair credit at the time of COVID (2020). Our sincere apology for the delay in location this payment. Additional time will be needed to transfer the payment to the correct account, again please be assured ******** balances are on hold and will continue to monitor until this is completed.

       

      Page C 
      Patient Accounts Specialist, Customer Service 
      Patient Financial Services,Southeast Division 
      Office: ************ 

      Atrium Health 
      Mailing: P.O. *****************************-2861 
      Shipping/Express Mail: ************************************************. L ********** NC 2820 

      Customer Answer

      Date: 01/16/2025

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.
    • Initial Complaint

      Date:01/07/2025

      Type:Service or Repair Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On December 9, 2024 I went to Atrium at wake Forest Baptist ****************************************************** Carolina to start a new primary with ******* ******, MD. We discussed many things. The one things was weight loss medicine Wegovy or *******. ******* was sent so My Pharmacy and was not approved so Wegovy was sent to my pharmacy was not proof given approval because I had an ***************** called ***** and it didnt cover those medicines . That was my primary ********* that ended on December 31, 2024 . On, Thursday, January 2, 2025. I decided to have the pharmacist fill the Wegovy because I was advised by my CVS pharmacist in December 2024 to wait until my primary ********* was over to do this since my ******** would cover the medicine but not until ***** ********* was over. I had to call Healthy Blue to make sure that they knew that my primary ********* was not my primary anymore and Healthy Blue was my primary ********* and so Healthy Blue went ahead and rush the approval, but the only thing that my doctor had to do was a prior authorization discussing why I needed meaning discussiy my BMI and other weight issues. I contacted Atrium Wake Forest ************************************************************ Carolina. I emailed them in my chart and told them I contacted Healthy Blue and was told I needed an prior Authorization for Wegovy and gave them Healthy Blue number the Healthy Blue *** told me to give to them. I immediately received a call from the Irving Park front desk person ,a black male, asking if something about my ********* has changed. I said yes, my old ********* which is no longer valid. It stopped on December 31, 2024 and I said thats why I need a prior authorization because my ******** kicks in as my primary *********. Well he just kept questioning me and I feel and like they dont even want to do my prior authorization for Wegovy so now Im at a loss. I have no idea what to do,

      Business Response

      Date: 01/16/2025

      1.16.25

      Better Business Bureau
      ********************************
      *************, *******; 27101
      Attn: ******* ****

      Re:      ID ********      Ms. ****** *******

      Dear Ms. ****************** you for your correspondence dated January7, 2025 regarding the above-referenced file. Atrium Health Wake Forest Baptist (AHWFB) has reviewed the concern for Ms. ******* with our findings below:

      Our goal at ***** is to provide quality patient care in a caring and compassionate manner, and we regret Ms. ******* feels that her experience with us was anything less than excellent. We hope this information is reassuring that his concerns have been reviewed.
      As described,Like many of our patient(s), Ms. ******* had a change of insurance at the beginning of the year. Insurance was updated on her account on ******. A request for approval for the requested medication was also  sent to her new insurance carrier on 1.6.25.Approval response from the patient's insurance was not received until 1.13.25.  Communication has been made separately to the patient. Our apologies the patient was displeased, however a response from her insurance was required for the medication to be covered by her insurance policy.

      Thank you, 

      Page C 
      Patient Accounts Specialist, Customer Service 
      Patient Financial Services,Southeast Division 
      Office: ************ 

      Atrium Health 
      Mailing: P.O. *****************************-2861 
      Shipping/Express Mail: ************************************************. L ********** NC 2820 

      Customer Answer

      Date: 01/16/2025

       I am rejecting this response because:

      My insurance company contacted Atrium Health Wake Forest Baptist - ************ ***********  for Prior authorization for Wegovy on January ****** . I also contacted Atrium Health Wake Forest Baptist - ************ *********** about   the prior authorization of Wegovy  on January ******.  I was dismissed and found out on January ****** by the black male desk person that nothing was done because my doctor did not understand why  my insurance needdd a prior authorization. I had to contact Patients and Family Relations several times to get Atrium Health Wake Forest Baptist - ************ *********** to provide the prior authorization. This was not protocol. My needs and my insurance company request were blatantly ignored by Atrium Health Wake Forest Baptist - ************ ***********. This response from the company to sweep this treatment  under the rug is not okay. What happened to me was not protocol because me or my insurance did not do our due diligence. Atrium Health Wake Forest Baptist - ************ *********** did perform their duties until made to do so

    • Initial Complaint

      Date:01/05/2025

      Type:Service or Repair Issues
      Status:
      ResolvedMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      This is a complaint against Atrium Health Wake Forest Baptist bill, NOT against my nice doctor team. I had my blood work done as part of the annual physical exam (preventive care) on Feb 9, 2024 at Atrium Health Wake Forest Baptist Internal Medicine *********** located at ***************************************************************************************. The claim was submitted in a wrong code (Atrium mistake) and resulted in $186.50 bill. My insurance covers 100% preventive care if the claim had been submitted correctly. I paid the $186.50 bill because I dont want to owe money, but I should not have been billed due to Atrium Health mistake. I made numerous phone calls to the billing department of Atrium Health. The code was actually corrected WITHIN Atrium Health in April 2024 but has NEVER been re-submitted to ***** insurance as of today 1/5/2025, despite the fact that billing support including supervisors all realized and acknowledged the mistake they have made. I have made at least 8 long phone calls throughout the process. The simple question is: when was the claim re-submitted to Aetna after code correction in April 2024? Why ***** still has the incorrect billing code as of today which should be preventive care code?To solve this issue, this needs to go to the HIGHEST level of Atrium billing as even billing supervisors (*****) realized the issue and promised to resolve but the issue remains. To be clear, I want to thank ***** but someone after ***** is dropping the ball.

      Business Response

      Date: 01/14/2025

      Good Afternoon,

      Our goal at Atrium Health is to provide quality patient care in a caring and compassionate manner, and we regret Mr. ************* experience with us was anything less than excellent. We hope this information is reassuring that his concerns were taken seriously and addressed with the utmost care and sensitivity. 

      Apologies by Atrium Health to Mr. ****** the coding update was made as patient indicated in April. The Corrected claim failed to generate. The claim on our legacy EPIC has been created with  Aetna to receive by the weekend. Will note this account for additional follow up on Monday to verify claim was received by the patient's insurance.

      Patient Accounts Specialist, Customer Service
      Patient Financial Services, Southeast Division
      Office: ************

      Atrium Health
      Mailing: P.O. *****************************-2861
      Shipping/Express Mail: ************************************************. L ********** NC 2820

       

       

      Customer Answer

      Date: 01/21/2025

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.
    • Initial Complaint

      Date:12/29/2024

      Type:Service or Repair Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have continuing problems with billing at this facility. I see a mental health professional via telephone only visits. This has been the case for 2+ years. They are designated as "Return Clinician Phone Visits", complete with the necessary verbiage submitted into the notes. For these visits, there is no copay since they are telehealth. Billing is submitting them to insurance as an "Office Visit" and I'm being charged a $60 copay. To correct, it takes multiple phone calls, letters, and considerable time on my part to get this fixed. The ****************** is argumentative, which adds considerable frustration to the process. Once again, I need help in resolving this once and for all. Multiple bills have been rebilled and adjusted. However, 6-Dec-24, Claim ***************, has failed to be corrected. I would like this shifted to 'pending insurance', and to have Baptist submit the Billing correctly.

      Customer Answer

      Date: 01/09/2025

      I have not heard from the business in response to my specific complaints. I have received 2 emails stating my account has been updated. The updates don't include any financial resolutions related to my complaints, or any statement as to how they are going forward . Instead I'm now getting billed for services that I received 5 months ago that were paid by insurance, with no copay on my part. I'm now being billed for items insurance covered and for which they have listed no copay. I would appreciate any assistance you can provide.

      Business Response

      Date: 01/28/2025

      Good morning,


      Thank you for your correspondence dated January 21, 2025, regarding the concern # ******** for Ms. ************* Atrium Health has reviewed the concern for Ms. ****** and provided our findings below.
      Our goal at Atrium Health is to provide quality patient care in a caring and compassionate manner, and we regret Ms. ****** feels that her experience with us was anything less than excellent. Atrium Health does strive for accuracy, however Ms. ****** is correct that a location typo was made on three visits with corrections made prior. We hope this information is reassuring that his concerns were taken seriously and addressed with the utmost care and sensitivity.
      Insurance is filed as a courtesy for all our patient(s) at Atrium Health. Ms. ****** currently has ************* as her primary insurance for 2025 and ***************  insurance in 2024. As the patient has changed insurance types, she needs to verify with her insurance that she is seeing an eligible provider on her plan.
      Atrium Health began billing on 3.2.24 and would be unable to advise on the patient's earlier concern. Per an account review today - Location was corrected from Office Visit (11) to Telehealth provided in patient's home (10) on (3) claims which are all filing to the patient's ************************* currently as corrected claims:
      12.6.24 visit was updated on 12.30.24   
      11.22.24 visit was updated on 12.11.24  
      10.18.24 visit was updated on 12.11.24   
      Ms. ****** has received a total of five statements within a twelve month look back for Atrium Health. Only one statement is related to her concern for a telehealth visit of 11.22.24, which generated on 12.5.24 for *****. As mentioned above, three claims are still filing to the patient's *************** currently. Once an updated explanation of benefits is received from the corrected claim(s)submitted to the patient's insurance, Atrium Health will post the update to the patient's account.
       The statement(s) generated on 7.14.24,8.13.24,10.27.24 and 1.7.24 are unrelated to her telehealth services concern.Currently no additional corrections are needed per this account review today.Unfortunately claim filing is not a one-sided process, additional time is required for the patient's insurance to respond to updates submitted and posting by Atrium Health.                                                                                                                                                                                                                                                                                 
      Atrium Health would like to extend our apologies for any undue stress this billing misunderstanding may have caused Ms. ****** during this review process.

      Regards,

      Patient Accounts Specialist, Customer Service
      Patient Financial Services, Southeast Division
      Office: ************

      Atrium Health
      Mailing: P.O. *****************************-2861
      Shipping/Express Mail: ************************************************. L *********, NC 28208

      Customer Answer

      Date: 02/05/2025

       I am rejecting this response because: *************** has resolved, Atrium has not credited my account. Some items are pending and have not been completed. I did receive a call from a gentleman who will be helping me resolve the issues. I find this very positive, but I'll wait until full resolution before I comment further.


    • Initial Complaint

      Date:12/23/2024

      Type:Billing Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I had a nerve block procedure on 10/3/24. My good faith estimate was $589, which included $548 in physician and $9996 in hospital fees and insurance covering $9407. My insurance was actually billed $15,531.45 for hospital and $884.00 for physician fees, resulting in an actual bill of $1214.48 in addition to the $83.16 prepayment I made on the day of the procedure. I am unclear why my insurance and I were billed substantially greater than my estimate, especially since the MD was only able to complete the procedure on my right side. Billing is for a bilateral block. I received my initial bill for physician fees in October and contacted billing in November when I received my explanation of benefits, which indicated that Atrium Health could only charge a maximum of $80 (my co-pay) for physician charges, yet they billed for $438. I was informed by billing that it would be sent for review and I would receive a letter with outcome within 30 days. They said they wouldnt stop billing while it was under review, and I would be sent to collections after 4 bills. I followed up with my insurance and was informed that Atrium Health submitted incorrect codes and could not bill me $438. My insurance called Atrium Health at the end of November, and they were informed I needed to wait until 12/13/24 for the review to be completed. I followed up with Atrium Health on 12/16/24 and was informed that my grievance was never sent for review, and I would need to wait another ***** days for the review to be completed before the bill could be updated, and they would not stop billing while I waited. They confirmed receiving my *** from insurance. BBB complaints indicate this billing issue is a pattern at Atrium Health, and Id like my bill adjusted before they send me to collections for payment I am not responsible for. Id also like my bill to appropriately reflect the services I actually received. I never received a nerve block on my left side because the MD missed the *****

      Business Response

      Date: 12/23/2024

      Good Morning!

      This actually has to be addressed by Wake Forest.

      Thanks

       

      *** ******

      Customer Care Line

      ************************** Solutions

      Customer Answer

      Date: 01/02/2025

      I have not heard from the business in response to my complaint.

      Business Response

      Date: 01/09/2025

      Hello:

       

      This should now be resolved.  I spoke with Ms. ********** yesterday to understand the issue and was able to get an answer today.  I called and left her a message to call me. 

       

      Thank you,

      ****  

       

      **** *******

      Associate Vice President

      Patient ******************

      Office: ************

      Customer Answer

      Date: 01/16/2025

       I am rejecting this response because:
      I was assured by the president of financial services that my billing was corrected, and the claim resent to insurance. However, I just received an updated EOB from insurance, which indicates that Atrium Health again submitted multiple incorrect billing codes, including the duplicate code that insurance and the president told me they cant bill me for. The new amount Atrium Health charged my insurance company is exactly the same as previously disputed, despite being told by the president that the new modifiers would reflect that the procedure wasnt completed. As a result, the current amount for how much I likely will owe remains higher than my original estimate from Atrium Health. It also remains unclear why my estimate, which was for a bilateral block, is less than what I actually received, a unilateral block. The MD could not complete a bilateral block because she missed the target twice and declined to provide adequate anesthesia to reduce pain. 


      Business Response

      Date: 01/20/2025

      Hello:

       

      I am not sure why she is rejecting the response. The corrected claim was just filed to **** on 1/13/25 with the appropriate modifier 74.  This occurred as a result of my conversations with the patient where the last conversation was on 1/10/25 informing her the corrected claim will be filed.  I reviewed the corrected claim and modifier 74 was appended. 

       

      I just called Ms. ********** and left her a message to call me. 

       

      Thank you,

      ****   

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