ComplaintsforRoper St. Francis Healthcare

• Initial Complaint

  01/27/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Roper hospital charge me 400 dollars for calling and making appointment. They sent me a bill.

  Business response

  01/30/2024

  In response to Ms. ********' complaint "Roper hospital charge me 400 dollars for calling and making appointment. They sent me a bill".

  RSFH Patient Financial Services investigated her account history.  Attached please find charges from her Drs' visit on 3/25/21.  There is no record of her contacting us previously regarding this matter.  Please have Ms. ******** contact our Customer Services department at 888-472-0043 for further assistance.  

• Initial Complaint

  01/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My son had a hospital visit on 8/26/23 23. The ER Dr. Bill, Payments MD/Broad River Physicians, is going to send me to collections for nonpayment when I have contacted them approximately eight times with my supplemental accident insurance company. Called them again yesterday and asked if they submitted claim to my insurance and they have not. I have given them all the information that I have on the insurance company including address, policy number, phone number, etc. to submit this claim. Instead, they left me on hold for over two hours yesterday, and then just hung up on me twice making it impossible for me to resolve this claim. I am trying to get this bill paid through my insurance company, but they are refusing to do so and threatening to send me to collections. When I asked to speak to a supervisor, they left me on hold for hours, and then just hung up. Every time I call, they put me on hold and then just hang up. Apparently, they would just rather send people to collections, than try to help them.

  Business response

  01/05/2024

  I am unable to research this issue without the patient name and DOB. Please reach out to the BBB and allow them to send that information to me privately. 

  Gretchen R***, Manager of Patient Experience

   

  Customer response

  01/08/2024

  They are requesting the name and date of birth on the account. The name is **** *******. DOB is  ******** Thank you so much!

  Business response

  01/08/2024

  Looking into this, our billing agency has never sent anything to collections on our end. The patient had radiology and labs done so the documentation related to collections may be coming from there as they are third party billers. Please provide a copy of the documentation related to the collections and I will try and redirect the questions and concerns. Thank you.

  Customer response

  01/09/2024

  They have not sent me to collections yet. They are threatening to send me to collections without submitting my claim to ******** ******* ********* company who is my accident insurance company. I have called them at least seven times, giving them the information, and they refuse to submit it to my insurance company for some reason. When I asked to speak to a supervisor, they put me on hold for an hour and then hang me up. They will not help me resolve this. That is my complaint.
  

• Initial Complaint

  01/25/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I received care in Feb of 2021. A dispute with the insurance company took about 1.5 years till July of 2022. During that time my account was sent to creditors and had to be stopped until the dispute was complete. Once the dispute was complete and the insurance company paid their part my account was never updated cause the money wasn't credited my account. Since they didn't update my account a new statement was never generated and my debt was once again sent to a credit agency this time now for $11,000. When I called to resolve there was no record of money paid, they "lost the money". I then had to go about getting them the check numbers and dates they cashed the check from the insurance company which apparently keeps much better records. This was on January 4th. Roper said they would review and contact me in 72 hours. Today 1/25/23 I called and the balance still wasn't adjusted and was still in review even though they "found the money" on 1/4/23. According to my insurance company I owe $1,000 not $11,000 and now that I've taken care of their accounting problems that obviously their computer software cant handle I feel now as if I should bill them for my services. This hospital has no way of timely escalation of simple matters and I am now to wait 72 more hours. All of the above should be found in my accounts notes and the recorded conversations.

  Business response

  02/07/2023

  We will update when the payment clears, please see the attached summary. 

• Initial Complaint

  11/04/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  11/6/2012 I went to the ER with chest pains. I had 3 pulmanary embolisms. Over the next 4 months, I had to submit my information in a detailed email several times because they kept billing the wrong insurance company. It is almost a year later and I just received a bill for $785.00. I called and asked why I am just receiving this bill now and I was told that I had signed up for a payment plan - WHICH I NEVER DID. I asked them when and where I had signed up for a payment plan- they could not tell me. I asked them how many payments I had made so far- I had made zero. I have been put out to collections by them before because they told me I had signed up for electronic billing - WHICH I NEVER HAD. It seems whenever there is a billing problem they somehow make it your fault because "you signed up" for some program that you never did. These are only the minor problems, their bill is totally wrong. I never saw a cardiologis ($2661.00), I did not request a private room ($2107), was never placed in an observation room ($1392) and I did not receive preventative care ($73). I went from the emergency room to a hospital room. I was charged over $3000 for use of the emergency room and over $2000 for one night in a hospital room. (They did charge me almost $6000 for a CT scan and almost $5000 for my labs which I feel is excessive). I called the billing department and was told that my case would be sent to a supervisor. I expect to receive a letter in the mail stating that my case has been transfered to a collection agency so I will be responsible for the entire amount. This is their motis operandi. I will pay whatever I ACTUALLY owe but Roper really needs to get their billing department in order. I sincerely hope they do not ding my credit report!

• Initial Complaint

  09/22/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Roper posted my payment to a wrong internal account and openly admitted to it but refused to correct the problem internally and showed that I had a $2500 balance. They immediately sent me to collections and said that they can't help me because I am in collections. My insurance carrier ordered Roper to refund me the money that went into the wrong account so that I can pay that to collections. They never sent the check and Roper refuses to speak with me. I am getting harassing calls from collections.

• Initial Complaint

  09/20/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I've been in contact with my insurance company and the Roper Perinatal Center since June 2021 about errors in the way some of my visits were coded. I'd been seen at the center starting in January 2021 and was seen regularly through May 2021. When reviewing my out of pocket expenses vs my insurance payouts, I found some of the dates of service were covered by insurance at the 70/30 rate instead of the 80/20 and not counted toward my Out of pocket maximums. BlueCross BlueShield said that those dates (highlighted in yellow) were coded as "general diagnosis" which is not fully covered. All of the others had a "specific diagnosis" (aka not "general" as per BCBS). BCBS said I needed to contact the provider to adjust the billing code to a specific diagnosis. I've been trying to get this resolved for over 11 months and spoken numerous times with the provider staff and several people in the billing department. Billing individuals telling me that they can't make the changes. The provider saying they don't make the changes, billing needs to do that. As you'll see, there are 8 visits that have the "general diagnosis" codes that need to be updated. I am out over $2,000 due to these errors and I just want to know how we can go about getting this fixed so I can try to recoup this from insurance.

• Initial Complaint

  06/07/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I had a Durolane Injection by Dr. ******* back on December 6, 2021. I was told by the PA about the Durolane and that my insurance (Medicare and UHC) would cover the cost entirely. Account Number XXXXXXXXXXX Starting in January and until now I have been receiving a bill for $ 401.76 for this service. I have been in touch with everyone from your billing, to the doctor's office, Medicare and UHC about why this is happening. UHC initially told me that the Durolane was sent to them as a pharmacy code, which I do not have, but that they do cover the Durolane injection 100%. They asked that it be rebilled to UHC. I am an elderly widow on a fixed income and if I had known it was going to cost me over $ 400.00 I would not have had the procedure done. Over the past 5 months your emails and letters are harassing and threatening. As of May, UHC informed me that this billed had been paid, but I still am receiving threatening letters and emails that the bill is being sent to collections. LISTEN CLOSELY.... THAT BILL HAS BEEN PAID! YOUR BILLING DEPARTMENT IS GARBAGE... AND I AM TIRED OF BEING THREATENED. PLEASE CORRECT YOUR RECORDS IMMEDIATELY OR I WILL PROCEED WITH LEGAL ACTION. Again, I am an elderly widow on a fixed income and if I had known it was going to cost me over $ 400.00 I would not have had the procedure done.

• Initial Complaint

  06/03/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I had a CT HRT W/O DYE W/CA TEST scheduled by my doctor at this hospital. At the time of booking the procedure I was told that I could prepay for the procedure in full at a discounted rate. I did this. The prepayment specialist stated that this covered the entire procedure. I asked specifically if I would receive any additional bills and she stated "No." Payment was made and my credit card was charged $152.50. Prepayment ID# XXXXXXXXXX dated 2/2/22. To my surprise, I received a bill on 3/1/22 for $90. I called on 3/2/22 to inquire as to why and spoke to several agents and ultimately ended up with a Manager-******* ******** who stated that there was an error made and that she placed a request to fix the problem and that it would be resolved by 3/8/22 at the latest, additionally if it was not, she would call. No calls, no bills until 5/31/22. A bill arrived stating a balance of $90. I chatted with customer service rep Armando T. who advised that the bill was valid after researching the issue and that I was charged for the provider of service. I talked to multiple representatives and an escalation specialist. The escalation specialist advised that the prepayment specialist is required to provide a form stating that additional bills may occur from the provider. This was not given. I prepaid over the phone. No forms were provided via email or postal mail. At the time of booking the service I was told with absolute certainty that the prepayment was inclusive of all imaging services and that no bill would be generated. ***** ************* of Billing Escalation Department stated that I signed a form at the time of service stating that I may be billed separately. I asked for a copy of that form because I do not believe I signed one. She stated that they didn't have it. I requested the balance be zeroed, she said no. ************ placed account on hold per email between ***** ** and *****

• Initial Complaint

  03/02/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  August 2nd, 2021, I had to go to the ER at Bon Secours St Francis Hospital due to a referral from their Urgent Care Center on Folly Road. I submitted my insurance and thought all was well. I later saw on my ***** Insurance website that I actually owed them some money (normally all is covered). I went ahead and paid a portion through that same website, and they submitted a check to Roper. Later I found I didn't owe the money after all and called the Roper billing department and was told they never received the payment. I went back to the insurance company and reported this to them and they sent me a copy of the cashed check. I contacted Roper again and they still insisted they didn't have that payment. So contacted insurance again and a representative there has been working to get my refund ever since with no success. Roper says they are still reviewing the account. This is unacceptable as I have a copy of the check that was sent to them and they processed it - they just don't know where. Check was issued to them November 6, 2021 check number *******, Claim number ********* made out to Bon Secours-St. Francis Xavier Hospital. in the amount of $60.44

  Business response

  03/21/2022

  Business Response /* (1000, 11, 2022/03/11) */ Hi Daniel, Thank you for sharing our patients concern and allowing me to assist with this matter. Ms. ****** was seen in our St. Francis emergency room on 8/02/2021. We filed with and received payment from both insurance carriers for the hospital account. There was not balance due from the patient for this DOS at St. Francis Hospital and there were no billing statements sent to the patient. Also, I do not show a billing statement requesting payment of $60.00 going to the patient from our ExpressCare of our Emergency Room Physicians. I appreciate Ms. ******'s prompt payment efforts, however, I do not see where we billed her for $60.00. ******, w/ ***** shared with us that Ms. ****** paid $60.00 through the ***** Patient Portal and ***** sent the payment to PO Box ******, Charlotte, NC. The memo field listed the patient's named, Date of service, and acct# **********. The account information and the PO Box # provided above are incorrect for a payment to RSF Physician Partners. The above PO Box belongs to St. Francis Hospital, and the account # is incorrect. The account # listed above is a claim number that is provided for each physician service. claim numbers are not searchable in the physicians billing system. I have enclosed proof that RSFH or RSF PP did not mail out billing statements requesting payment for $60.00. Please see attached file. The first search of Ms. ****** shows billing for 2017 and prior. The second search shows billing for 2018 to date. The PO Box and the lockbox number of ****** belongs to our St. Francis Hospital and is sent directly to our bank for processing. If no correct acct # is provided, the bank does not know where to post this payment. Every effort is being made to locate this payment. An actual hardcopy proof of payment showing the front an back of the check is often necessary to expedite research. Verbal information often provides the opportunity for errors and delays. I regret this has been a challenge for both Ms. ****** and RSFH. We look forward to locating this payment and a prompt resolution. Sincerely, Laura I**** Consumer Response /* (3000, 13, 2022/03/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) The payment was sent to Roper through ***** Insurance. I did not receive the bill from Roper directly as it was paid through an insurance claim from services submitted from Roper. Someone needs to refund my money. It is not my fault they cannot find the payment as there is proof it was sent and paid through ***** insurance> Because there is an error as to where you applied this payment and the fact that ***** said I owed it doesn't mean I lose the money. This just is not right

• Initial Complaint

  02/03/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  On 6/25/21 I went to Roper St. Francis Berkeley Emer I paid $100 that day. On 7/31/21 I rcvd a my first bill for $1717.68 due 8/21/21. On 8/30/21 I rcvd a bill for the same amount showing no payment rcvd with the same bal due on 8/21/21. On 9/2/21, only 12 days past my due date, I paid $200 conf XXXXXXXXXX. On 9/7/21 I rcvd a "payment plan notice" reflecting the $200 payment and a bal of $1517.68 due 9/28/21. On 9/15/21 I rcvd a "past due notice" which I thought crossed my payment of $200. On 9/27/21 one day prior to the due date, I paid $100 due 9/28/21. On 10/15/21 I rcvd my next "payment plan notice" showing no late or missed payment with a bal of $1417.68 due 11/5/21. No indication of my account being in collection. On 1/19/22 I called billing about not rcving a Dec or Jan statement. I was advised I had been turned over collections. She took a $200 payment for Dec & Jan to bring my account up to date and emailed to remove me from collections. She did not know why I hadn't rcvd Dec & Jan Statements 9. I called today 2/2/22 so not to miss Feb payment and after spending 1 hr 21 min on the phone found out my account was still in collections and had been since NOV which is why I never rcvd Dec & Jan statements. I was told I was misinformed and that my $200 payment did not go to Dec & Jan and catch up my account. I was told there was no email requesting removal from collections from 1/19. I was told I was "NOT" on a payment plan when my statements say "you are currently set up on a payment plan". The story changed and I was told there WAS an email on 1/19 to collections requesting removal but it was not fixed. Statements attached show there is nothing on my last statement dated 10/15/21 indicating my account was in collection, late or behind. 12 days late on the aug payment didn't warrant an account going to collections, especially with no notice. Billing is not willing to call collections to correct this which should never have happened.

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