ComplaintsforLong Island Jewish Medical Center Northwell Health

• Initial Complaint

  01/31/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My wife had a vaginal delivery at **** womens hospital on 11/16 and was discharged with the baby on 11/18. Before we left the billing person came in and told us the amount we needed to pay. They billed the insurance over $30,000 and my copay came out to be $3420.19. I paid that amount and was told this was the overall charge for both mother and son. Later on I was sent another bill under my sons name. He was billed $11,293 and I was asked to pay another $3970. When we called the hospital billing department and asked about it, they failed to explain this new bill in detail. When asked to send an itemized bill, they sent us something that says nursery for newborn day 1 is $8315. My son never went to the nursery and only left the room once for an hearing exam. So we were wrongly charged this $8315 amount. Overall the hospital is billing our insurance over $41,000 for a regular vaginal delivery even though the cost estimator on their own website says cost should be $25,055. And that makes me feel they are charging different amounts to insured and uninsured patients and not following the new law passed by governor ****** that states that merchants must post the highest price a consumer might pay for a product regardless of payment methods. On top of the $11,000, my son was also billed $851 separately by the visiting pediatrician which I already paid my portion. I want them to stop overbilling insured patients and clearly state on their website the maximum amount a patient needs to pay for. As for my son, I would want them to take off the nursery charge of $8000 and also clearly state why this bill was sent when we already paid our dues before leaving the hospital. Thank you.

  Business response

  02/14/2024

  ********* ** ********* *************************** ***** **** ******* **** **********
  
  Good Afternoon
  
  Reached out to the patients ****** *********************** and addressed all billing concerns.  Gave her my contact information if she has further questions.
  
  Thank you 

  ***** ******  

  Customer response

  02/18/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  The business flat out told us that this is the norm for their business and they wouldnt adjust the bill for us. Even though their own website cost estimator has $25,000 as the cost of a vaginal delivery, they failed to find anything wrong in billing us $41,000. Even though we asked for an itemized bill, we were sent an invoice that has one item (nursery) listed for $8,000. Even after we clarified that our child never went to the nursery, we were told that he would be charged that regardless. Billing a newborn $11,000 just for being born, having vitals taken and staying with mother for just 2 days is simply atrocious.

  So I dont agree with their billing practice. Just because they do this all the time or this is the norm for them, it doesnt make it the right thing or the ethical thing to do. I would like them to review their norms and not make healthcare a money making business scheme.  

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  08/02/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Hello, I went to the aforementioned Northwell Health Imaging Lab back in March 28, 2023 for an **ray. In April, I received two bills--one for the **ray, and another larger bill for an unknown charge. I called Northwell's billing department and was told that I had to pay the extra charge because the Lab was affiliated with the hospital. ******* asked if I was told this during my visit; I was not, and told her that, but was not granted any bill adjustment. I had to pay as the call was right before the bill was due and I had no time to contest, but I am seeking a refund for this unfair charge. I've sent the attached letter to Northwell as well, but I would appreciate any help the BBB can offer in obtaining a refund. I've attached a copy of the claim and the receipt.Thank you and God bless

  Customer response

  08/26/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by Long Island Jewish Medical Center regarding complaint ID ********.
  
  Sincerely,
  
  *******************************
  

  Business response

  02/29/2024

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

   

  Good Afternoon

  We have made several attempts to reach out to patient above at phone number listed in the Complaint.  We have left messages, sent letters and email to respond to her questions and concerns. 

   

  The patient paid this account in full.  We issued an itemized bill showing zero balance.

   

  If patient has any question, I can be reached at ************.

   

  Thank you

   

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

  Customer response

  02/29/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  *******************************
  
  
  
   
  
  

• Initial Complaint

  06/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Surgery due to health issues Dec 2022, billed for copay. Paying on copay. Recieved collection from ******* ****** more than what I owe. Proof of payment and bill pay. Want off my credit out of collection and right amount due. This report to them **************** north well. Not first time having issues with billing for suregy and submission after my doctors appeal. They don't submit bills to insurance on time and try stick patient with astronomical amounts. Been insured *** since 2007. Never without. Let's correct people and system stop trying to get more money of the people of NY.

  Business response

  02/29/2024

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

  Good Afternoon,

  We have tried reaching out to patient at the phone number above several times to speak regarding her account.  We left messages requesting a call back.  We emailed her regarding her case. Also sent out a letter to have patient get in touch.

  Patient paid in full the account above and has no open balances in our system. 

  If patient needs to reach out my phone is ************

  Thank you

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

• Initial Complaint

  05/31/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Hello, I got a wisdom tooth pulled with this facility my I paid out of pocket $250 they told me they would authorize it on my insurance and if it went through for the cone scan I would get my money back. I have had the run around ever since and now being told my insurance didnt pay . I have proofe my insurance paid. Then they started to lie and say the the $250 was for sedation and sedation was also paid through my insurance.They have so many different stories when I speak to multiple people.

  Business response

  06/23/2023

  We have been in communications with the patient to assist in addressing her refund concern.

• Initial Complaint

  05/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had an out patient medical procedure on 11/11/22. Before the procedure I was given a "Patient Responsibility Estimate" which showed that I would owe 10% of the bill and approx $366.10. After the procedure (which went as expected) I got a bill for $1,445.58. The reason is my insurance company pays 10% if it is "Ambulatory Surgical Facility" and 30% if it is an *********** Hospital facility". It was submitted as the later and I was left to pay way above the 10% I was given in writing. When I called (both on my own and with a Healthcare Advocate rep) I spoke to several reps over the last few months and was told by all of them that this is an "Ambulatory Surgical Facility" and I should only have to pay 10%. Northwell/LIJ finally agreed review and reprocess the claim but after claiming to do so, they determined it was done correctly from the beginning and they are unwilling to resubmit the claim to ****************** as an "Ambulatory Surgical Facility". I tried to get a letter from them stating what type of facility this is considered so I know since the reps on the phone told me otherwise but they won't provide it. So I still have no idea which type of facility this is considered but either way they don't care because I am the one on the hook. Either way Northwell/LIJ needs to resolve this and resubmit the claim or adjust the bill because either: (1) They pulled a classic bait and switch on me. I know an estimate is not 100% accurate and the cost can be off somewhat but the percentage on it cannot be changed after the fact. To go from 10% to close to 30% (which makes it over $1,000 above the estimate) is both dishonest and disgusting. I may not have done the procedure there if I knew that beforehand which is probably why they lied to me. Or (2) The initial estimate that showed 10% is correct and so are all the reps I spoke with on the phone, but Northwell/LIJ prefers to be dishonest and charge me instead of the insurance company - also dishonest and disgusting.

  Business response

  05/19/2023

  Good afternoon, 

  We have reached out to the patient directly and her health insurance carrier to address their billing concerns.

  Thank you

• Initial Complaint

  03/27/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I sought ** treatment on 9/10/22 at LIJ and stayed for 3 days. My account number is ******* in the amount of $2689.60. I submitted my insurance information to *** in November 2022 when I received my first bill and requested an itemized bill. I never received an itemized bill and I continue to receive this bill bi-weekly as of 3/26/23. I've called LIJ Billing at least twice a month since November 2022 and emailed a copy of my hospital ** on 2/22/23 to *****. My issue continues to be unresolved and I continue to receive this ** bill. I contacted my insurance company who stated they paid the inpatient medical bill and they provided me a copy of the ** detailing an itemized list of treatments I received on 9/10/22. I had a 3 way call with Northwell on 3/7/23 with ****** of financial services and my insurance company. ****** could not provide a claim number or a CPT code for the emergency room visit to my insurance company! The insurance company informed ****** that LIJ never submitted a claim for this visit and they have already been paid for the ** visit and inpatient stay. ****** stated she would speak with her supervisor but I received the bill again on 3/18/23. I continue to speak with LIJ financial serviced but they continue to do nothing. If the bill has already been paid this is fraudulent and unethical.

  Business response

  04/05/2023

  Dear Better Business Bureau Representative,
  Thank you for bringing the patients issue to our attention.We have assigned a Specialist to the case, and she has contacted the patient and is in the process of resolving the issue at hand. Due to the processing times of the insurance carrier, we expect to allow a minimum of 45 days for resolution. The assigned Specialist will monitor the case and follow up as appropriate with the patient.
  Thank you,
  Corporate Service Recovery
  Northwell Health ********* Services

• Initial Complaint

  01/03/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am a patient at the ********************* Behavioral Health Hospital of Long Island Jewish Medical Center (***). I began treatment in 2019. On or about March of 2020, I began receiving surprise bills from the hospital with no specific date(s) or description of services rendered (i.e. vague date ranges of "services rendered"). I observed the dates of alleged services rendered were very remote in time, dating back nearly a year or more. I questioned the *** billing center who refused to provide further information. I contacted my insurance provider, Beacon Health, who confirmed *** was balance billing me, which is unlawful. *** also tried to collect two payments for one office visit. I was advised by Beacon to file an appeal against *** billing, which I did. I prevailed on appeal. This occurred again about 6 months later, causing me to appeal a second time. I prevailed again. Now, it seems to be a regular thing where *** balance bills me for undescribed services rendered over a year ago. They are sending my bills to *******, a collection agency. I am filing this complaint to put a stop to unlawful billing and harassment. ***'s actions are causing me to have to file appeal after appeal to avoid a collections dispute. My credit is excellent and this is not acceptable. I need help putting a stop to this.

  Business response

  01/26/2023

  We have contacted the patient directly to address their billing concerns through issue resolution. Thank you

  Customer response

  02/06/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  LIJ called me in response to the complaint and was unable to answer any of my questions about what services I am being billed for. I requested an itemized bill, and LIJ said they would mail and email an itemized bill in one week. They never sent me a bill. I made it clear to them over the phone that this matter has not been resolved.
  
  I received a $25 refund check from LIJ, which documents a past billing error. I also received another $200 bill from LIJ,  the same bill that prompted me to file my original BBB complaint. They have also sent my bill to a collections agency. Please let LIJ know this complaint is still open and I am exploring other courses of action. This is unlawful and interfering with my medical services.
  
  ***** ********  *** *** ****  
  
  
  
   
  

• Initial Complaint

  08/15/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The doctor called me regarding the test result and billed me for the call. I have contacted the billing and indicated that it wasnt a remote visit and as such I should not be billed. Billing however turned into collection. This is unethical billing, please remove the charge and remove me from collection.

  Business response

  09/02/2022

  Good afternoon. We have contacted the patient directly to address their billing concerns. Thank you

• Initial Complaint

  10/04/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am due a refund in the amount close to $700 for which I have been waiting since June 2021. I’ve reached out by phone call multiple times and every time I’m told it’s being taken care of and yet I still don’t have the refund.

  Business response

  10/20/2021

  The customer has been contacted by telephone and was assisted with his concerns.  Thank you

• Initial Complaint

  08/30/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My wife was schedule for surgery at Northwell Health LIJ on Aug 31, 2020. On Aug. 25, 2020, she went in for pre-admission test. When my wife is finally recovering and resting at home, we received a **** from Northwell Health **** # ******** for $173.51. She call Northwell Health billing department to resolved this charges that pre-admission test is part of the **** for surgery, billing department personnel cannot explain why there was a **** for that amount and said they will look into it to resolved this, Then this **** was send to collection and follow with a attorney office letter for debt collection. My wife had 3 surgery in this hospital, May 2018, June 2019 and Aug of 2020. each time we go through the pre-admission test as it was required for surgery. Year 2018 and 2019 had no problem, but year 2020 they make a error in billing, for the whole entire year between Sept. 2020 to Aug. 2021. instead of correcting a mistake, send the **** to collection for a **** that don't exist.

  Customer response

  09/09/2021

  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 and the matter has been resolved.
  
  Sincerely,
  
  *******************
  
  
  
   
  
  

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