ComplaintsforJefferson Health Billing

• Initial Complaint

  05/22/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had an elective surgery in March 2023. I was told that I had to prepay or the surgery would be canceled. They overestimated the cost by about $24,000 which increased my estimated out of picket expense. I can understand the estimate being off, but I should receive a refund for the amount I overpaid. I overpaid a total of $1,408.86. Also this prepayment did not cover the charge of the anesthesiologist, in which I received a separate bill for $603.30. Although I can understand the bill, as it is a separate company, I was never told this would be billed separately and I should have been. My insurance and I paid our share, it is not okay to pocket more than what I owed. I’ve spoken with my insurance company to confirm these numbers as accurate and they are. I’ve called billing 2x by myself, and my insurance called them as well with me on the line. So I’ve talked to 3 different representatives and was given 3 different reasons why I am not receiving my refund. My experience with the staff and surgery was wonderful and I said I would go there again and even recommend this hospital to others. But the dishonesty and abuse of the billing department is unacceptable. I just want the money that is rightfully mine and for the hospital to take accountability for taking advantage of me. Sadly I’m sure I am not the only person this is happening to.

  Business response

  05/24/2023

  I reviewed the account and once the claim finalizes with *****, patient may receive a refund depending how much they leave as a patient responsibility. 

  Customer response

  05/25/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  ***** states all claims are processed and they reflect in my portal as processed as well. When I inquired which one we were waiting on, one person told me the physician portion. Then next said that one was complete but it was the hospital one. At least initially the physician portion did say denied, now it doesn't. I feel as if Jefferson overcharged the insurance as every medical facility does, but as insurance companies never pays the full amount they are using that as an excuse to not provide my refund. 
  
  Regards,
  
  *******************
  

• Initial Complaint

  04/26/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On March 15, 2023, I went to Jefferson *********** to get a pre-employment physical completed. I paid $95 with my debit card. The doctor stated I had to have my vaccination records so he could complete the pre-employment examination and since I didn't have the records it didn't make sense to conduct the physical since he couldn't complete the pre-employment form. The *********** refunded my $95. I am receiving a bill for $95, for a service (physical) that was not conducted and I initially paid for and then was refunded my payment because service was not rendered.

  Business response

  05/02/2023

  Good afternoon, 

  I've sent the account to the practice to be reviewed. It is on hold from going to collection in the mealtime. Th patient will receive correspondence regarding the outcome. 

   

  Customer response

  05/05/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  
  Regards,
  
  *****************************
  
  
  
  
  
  
  
  
  

• Initial Complaint

  03/14/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I had two MRIs December 4, 2022 at Jefferson radiology. Because I have a high deductible plan I asked for costs ahead of time for both the physical MRI procedure from the **************** as well as the physician fees for reading scans that would be billed separately by Jefferson. Attached is the email where I have in writing the costs of the physician fees, which were approximately $60 each for a total of about $120. Also attached is where I was charged over $350 of these fees which was deducted from my HSA account. I have made multiple phone calls to managers at Jefferson to get an explanation as the costs I was given was much lower than what I was charged, to no avail.

• Initial Complaint

  02/21/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I have been paying Jefferson Health billing faithfully every month since July 27, 2022 (I received my first bill from them mid-July - dated 07/11). I was told in November that my payments were too low ($20/month) so they were transferring my account to ***********. *********** sent me a bill on 01/13/23 that was due on 01/13/23. I paid online, immediately. I logged in on 02/1023 to make my next payment and saw that my account had a negative balance and that my account was transferred back to Jefferson. *********** stated by account was recalled due to: EOB. On 02/18/23, I received a notice from Credit Collection Services that my account was turned over to them for collections (dated 02/08/23). I called Jefferson billing on 02/18/23 and was informed that my account would be sent for further inquiry and it could take up to 5 weeks to hear back from them. I called *** on 02/21 and was informed my account was retracted by Jefferson and I owed $0. I called Jefferson billing to try to find out what was going on with my account and they said that it had been retracted from ***, but then resubmitted. I had made payments every month except for December, because my account was not with Jefferson at that time and transitioning to carepayment. When I called carepayment, they had not yet received my account information. As of 02/21/23, Jefferson Billing supervisor, Michelle, stated that I was back in collections. To avoid damage to my credit, I had no choice but to pay via credit card and will incur interest for having done so. I have or had 7 other medical bills and have only been able to pay so much per month as every entity requires monthly payment. I am asking for an apology, explanation of what occurred with my account, restitution for the interest I will incur for the next four months and for Jefferson to ensure this does not appear on my credit report. If this ends up on my credit report, I will be seeking addtional damages.

• Initial Complaint

  02/19/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I recently received a notification on my credit report that my Jefferson medical bill was sent to collections. The amount sent to collections had been set up on a payment plan with Jefferson, which began in November of 2022. It appears the card I had set up on MyChart for recurring payment is no longer listed on MyChart, but I did find the original email confirming enrollment to my Jefferson payment plan and have attached this below. To my knowledge, this payment plan was still in effect, and I am unsure of why this was sent to collections.I am requesting that the amount in collection be withdrawn so it is no longer showing on my credit reports/ impacting my credit score. I will gladly set up a new payment plan for the amount as initially agreed through Jefferson directly. Please let me know what can be done regarding this situation.

• Initial Complaint

  12/13/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  While in St. Lucia on vacation, on the first full day on the island, I fell down the villa staircase of 14 steps without a handrail 7/4/2021. ***** (USA medical insurance) is not accepted in a 3rd world country, the ** ****** hospital required cash payment, in the amnt of $2,707.08 US dollar. Upon immediate re-entry into the USA, I sought medical attention at Jefferson Emergency room 7/6/2021, then subsequent wrist surgery with Jefferson surgeon Dr. ***** 7/16/21. Jefferson hospital was provided the imaging and receipts from the *** ****** hospital. It took serval months for ***** to validate, verify, and reflect the monies paid in St. Lucia against my deductible, Jefferson was made aware of this by phone call by myself to the billing dept. I was provided a "guarantor account" and unaware this account was broken into 3 separate accounts. Once all was sorted with Aenta, payment against the guarantor account was provided to Jefferson, via their online portal. Payment was provided against the guarantor account 11/29/21, 12/20/21. The next billing statement date for the guarantor account dated 1/21/22, however, less then 3 business days later, Jefferson placed the guarantor account with collections on 1/26/22. I called Jefferson Billing Dept (7) times to provide the attorney's information who's litigating the case in St Lucia as well as request the account be pulled back from collections. Payment was provided less than 30 days prior. Dates calls were made by myself to Jefferson and representatives spoken to: 11/15/2021 - Cust Rep: Kay -> transferred to manager Kathy RE: billing 12/9/2021: Cust rep Stephani RE: Insurance + billing 2/2/2022: Laurie -> manager Acelyn RE: Care payment 2/10/22: Leah RE: requested call back 2/24/2022: Shaquella RE: request to pull back from collections 6/7/2022: Kaylyn RE: requested documentation showing date Jefferson sent account to collections 6/24/2022: '' I am requesting this be written off, Jefferson is unable to pull it back

  Business response

  01/06/2023

  Patient services were performed at Jefferson Health on 7/7/2021 & 7/16/2021.
  
  In regards to services performed & insurance processing: A) 7/7/2021 services in the Emergency Department comprised of 2 separate bills - one for facility & one for radiology group reading the ** scan performed. Insurance was billed for both. The facility bill was processed by ***** and applied $1878.00 to patient deductible. The radiologist bill was processed by ***** and applied $76.97 to patient deductible. B) 7/16/2021 service was the facility bill for surgery. ***** processed this bill applying a patient coinsurance of $2417.59. Total patient balance due to Jefferson Health was and remains $4,372.56.
  
  The patient has stated ***** validated, verified & reflected monies paid in St. Lucia against my deductible. If the patient responsibility were to have changed based on that verification, we would have automatically received a bill reprocessing that would be initiated by *****. This did not happen; therefore, ***** has not changed total patient liability as described above.
  
  Patient received monthly statements on beginning 7/23/2021 until 1/21/2022. Patient received a total of 7 statements (an unusually high number of statements). After the final notice on the 1/20/2022 statement, the account was outsourced to our primary collection agency on 1/23/2022. Upon no reconciliation of the outstanding balance by patient payment, the account was transferred to our secondary collection agency on 7/25/2022, where the account remains. The patient notified Jefferson Health during the year of the circumstances of the injury, but has made no attempt to settle or begin making payments on the outstanding balance due.
  
  I have found nothing unusual with the cycling of this patient account. The patient is welcome to make payment arrangements with our collection agency. The open balance has not been reported to any credit bureau. Jefferson Health does not accept legal cases, nor is it our policy to wait for a legal case to settle.
  
  I apologize I cannot provide a better response, but the balance of $4,372.56 remains open and due.

• Initial Complaint

  11/10/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had a MRI scan (of brain with and without contrast) done at Jefferson Health (Abington) done on 10/6/22.Today I received a bill where my share (after insurance deductible) is $1781.85. I checked Jefferson Health's price estimator on their web site where the cost of the procedure if I pay without insurance is $437. I spoke to Jefferson Health's billing department and requested them to cancel my insurance claim and offered to pay the $437 myself. The billing department said its upto the insurance company if they reject the claim then I can do that. I called my insurance company (****) where they confirmed that they can reject the claim and I can pay myself. My insurance company called the Jefferson Billing department to discuss this but the Jefferson billing department is now saying that since I have insurance they have to put the claim through insurance and I will have to pay $1781.85. This is not fair as I should be allowed to pay the bill without using my insurance when my insurance company has no problem with this. Please help.Thank You ***********************

  Business response

  12/11/2022

  Good evening,
  The patient is referring to an uninsured self-pay rate. This is offered to patients without insurance. If the patient chooses to not use his insurance, he will be responsible for 100% of charges.

  If the patient would like us to void the claim with *********** the total due will be $4,652.20. Currently, the patient's balance is $1781.85 applied by ********** to his deductible.

  This bill will not be adjusted at this time.

  Thank you for your consideration,

  *********************, Revenue Cycle Manager

• Initial Complaint

  09/19/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I went to the ER on April 4th of this year. I provided my insurance card and was cared for. Member services of ***** ****** ****** stated the bill was paid in full and, I am being harassed by the billing department stating that the amount of $12.81 is owed. I called out to the corporate office and forwarded it to *** ******** ******. Please assist me with this because my case manager does not like that I am being chased by a bill that was paid. ***** sent all documents showing paid in full. Please I would like this to stop. Thank you

  Customer response

  09/23/2022

   G o o d   a f t e r n o o n ,
  I   w o u l d   l i k e   t o  i n f o r m   y o u r   o f f i c e t h a t   m e m b e r   s e r v i c e s   f r o m   m y   i n s u r an c e   c o m p a n y   r e a c h e d   o u t   t o   t h e   b i l li n g 

  d e p a r t m e n t   a n d ,   t h e   b i l l   i s   n o w  p o s t e d   p a i d   i n   f u l l .     

  I   a m   h a p p y   th a t   t h e   b i l l i n g   d e p a r t m e n t   h a s   n o t at e d   m y   a c c o u n t   c o r r e c t l y .
  
   T h a n k   y o u ,
   * ********* *   * * * * * * *
   S e n t   f r o m   M a i l   f o r   * ***** * * *

  Business response

  10/28/2022

  October 2, 2022

  Dear ******** *******,
  
  This is in response to the request received from the Better Business Bureau, for Complaint ID ********.
  
  After review, we have identified that due to a registration error, we did not identify this as a Qualified ******** Beneficiary (Q*B). Q*B patients are not normally billed for copays on patient remittance. As the remittance stated patient responsibility, we continued to bill the patient.
  
  The outcome of our research resulted in the balance being adjusted correctly to $0.00. We apologize for any inconvenience this has caused. Retraining for these representatives will occur to aid in identification of Q*B patients billed in error.
  
  If you have any additional questions, please feel free to email me directly or contact our Customer Service department at ###-###-####.
  
  *** If possible, can mailed complaints for Jefferson Health, *** ******** **, be changed to email to: [email protected]? Or a Complaint Code provided in the letter would aid in reply.
  
  Sincerely,
  
  JoAnn M****
  Business Services Team Lead

• Initial Complaint

  07/26/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I had a minor hand surgery 1/14/2022.Once my share of cost was determined by *****, I used the "Pay Now" service on the Cigna website to send my share to the surgical center.On 2/1/2022 $1, 028.56 was sent, via ******** payment service to Health Systems. This paid my balance in full. This money was withdrawn directly from my HSA account, which is shown on my statement. I also have an email thanking me for my payment from ******* Health. Jefferson Health, which has purchased ******* Health systems, refuses to acknowledge the payments. Repeated billings, conversations, mailings to their Patient financial services office, billing offices, and so forth have no result. I have been told that they are incapable of transferring the money from one office to another, and I must request a refund and resend payment. HOWEVER, every number for ******* is now answered "Thank you for calling Jefferson" A number acquired through Jefferson succeeded only in connecting me to a foot and ankle specialist who has no connection whatsoever. Instamed has been unable to do more then state that payment has been made to my provider. Payment has been made , in full, and was done promptly. I have substantial proof that this was done. I am very tired of phone calls and repeated billings.

  Business response

  08/30/2022

  Good afternoon,

   

  I am responding to a complaint filed by *** ******* ****.

   

  I apologize in the delay on responding.

  We have had an issue locating the payment as it appears to have gone to one of the legacy lockbox.

  However, the issue is resolved and *** **** no longer has any outstanding balances on his account with our office.

   

  Please let me know if you have any further questions.

   

  Thank you,

   

  Diane B****

  Director,Revenue Cycle

  Customer response

  09/13/2022

  Please mark me satisfied with the response, Jefferson did clear my account.

• Initial Complaint

  06/28/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  After a minor surgery 4/28/22 I received 2 surprise and inaccurate bills from Jefferson Health and Dr. *******************************. Each was over $750. I am insured with ********** and a plan that pays all relevant bills. The bills sent to me had few details and were followed up quickly with harassing emails and calls. It took 4 phone calls and over 3 hours of my time to get clarity on the 2 bills. 1. Was double billed to my insurance. The service was paid for as part of a consolidated bill. The insurance paid that bill then was billed for the individual service. 2. Was a bill sent to my insurance with several pieces of inaccurate information (I could not have received surgery procedures in Phila since my surgery was in Doylestown, PA). Though this was Jefferson Health's mistake I was billed, rebilled and harassed until I set up a conference call with my insurance provider and Jefferson Health where they finally admitted their mistake.

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