ComplaintsforCatholic Health System

• Initial Complaint

  11/07/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I was billed for pre-surgery testing I had done in May 2023. My insurance company (***** through the Foreign Service Benefit Plan) stated that they covered the full bill and used funds from my HRA to cover the copay amount of $39.02. I have received a bill each month since then, demanding that I pay $39.02. I have repeatedly called Catholic Health billing to explain that I do not owe them anything. ***** has repeatedly called them and sent documentation showing that the bill has been paid in full. Last month, ***** spoke with a Catholic Health group rep named "Bear," who said that the issue would be escalated to a supervisor for resolution. Instead, I received another bill today.

  Business response

  11/28/2023

  Hello Kevin:  Thank you for reaching out. The information and complaint sent over for the respective patient has been reviewed. The patient and ***** are correct in their statements—the patient does not owe $39.02. Patient should disregard the received bills as an error in the billing system has caused a redundancy. The error is being corrected moving forward.  Should you have any additional questions or concerns, please do not hesitate to contact me. 

  Customer response

  11/28/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.   Regards,  ***** *******  

• Initial Complaint

  09/15/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was billed for a procedure (03/2/2022) at the doctor's office. My insurance company (******** ** ****) stated that they covered the full bill using my funds from my HRA account. In May I received another bill from the doctor's office stating that I stilled owed a balanced. On 5/23/22 @ 4:50pm I called the doctor's office and notified them of their error. (I also called my ins. company to confirm that they did indeed pay them and that the check was cashed). I was told that "we will look into it". I again received the same bill in June. I called on 6/28/22 @ 12:22pm and spoke with my ins. company, and my ins. company called the office. My ins. company, after talking to the office, said they will fix their error. I received another bill in August. I once again called my ins. company (spoke with Amy) on 8/29/22 and they again called the office and spoke with Jeffery. Amy said that the office would fix it. In september I received a letter that the balance was being sent to collections.

  Business response

  10/07/2022

  3/15/22    First **** ****s remit file was posted on 3/15 for a zero payment and indicated a patient deductible owed of $187.90. 3/15/22    Patient Statement generated and does list detail for date of service listing the $187.90 as deductible. 5/23/22    Customer Service Rep, Geoffrey L**, answered call from patient who stated that **** ***** told him they made payment.  This started investigation by Professional Billing Follow-up,      they noted that they did not see a “new” payment posted and patient should contact **** ***** as the first remit was for a deductible. 6/6/22      Payment posted for $187.90 based on new remittance from **** ***** 6/15/22    EPIC creates a new patient statement indicating patient owes $16.51.  8/20/22    EPIC places patient to *** **** ****** 8/29/22    Patient calls Customer Service on 8/29/22 and comments state that Geoffrey Lee told patient that the newest payer remit did not indicate patient responsibility, he then emailed **** *** *********** team to correct the self pay balance and remove from Bad Debt.    8/31/22    Account was cancelled from *** **** ****** 9/3/22      Account was closed in system If you need anything else, please let me know. Thank you! CONFIDENTIALITY NOTICE: This message is confidential, intended only for the named recipient(s) and may contain information that is privileged, or exempt from disclosure under applicable law. If you are not the intended recipient(s), you are notified that the dissemination, distribution or copying of this message is strictly prohibited. If you receive this message in error, or are not the named recipient(s), please notify the sender by reply e-mail, delete this e-mail from your computer, and destroy any copies in any form immediately. Receipt by anyone other than the named recipient(s) is not a waiver of any attorney-client, work product, or other applicable privilege. This message and all contents may be reviewed by authorized parties of the Catholic Health System other than those named in the message header.

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