ComplaintsforDignity Health
Hospital
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Complaint Details
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Initial Complaint
06/26/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On 4/19 I had an MRI and was told I needed to pay $709.33 upfront. My insurance EOB came back saying I only owe $94.38 -On 4/23 I was called for pre-registration for a surgery and was told I had to put down a $787 down payment for a payment plan. (Surgery on 4/24. Transaction cleared 4/25) My EOB said I am only responsible for $418.71 for the surgery.I over paid in both cases.I called dignity health for resolution on 6/17 and was told there wasnt record of payment. I dont even know whats going on with the payment plan I had set up for the surgery. -No clarity and I have been transferred multiple time across billing departments with no help on rectifying my payments. Medical procedures are stressful enough to deal with.Business response
06/27/2024
These are not services provided by Dignity Health Physician Billing. These are facility charges so I will forward this directly to the hospital billing.Business response
07/23/2024
The billing for date of service 04/19/2024 in the amount of $709.33 is for the technical component done at the facility. The patient also has a bill for the professional component which we billed to insurance. Insurance assessed the patient responsibility to be $94.38 of which they have paid $5.23 leaving a balance due of $89.15.
On 04/24/24 a procedure was performed and the claim was submitted to the patient's insurance. Insurance assessed patient responsibility to be $418.71, this is still the amount owed for this date of service. Payments the patient made were for facility services not physician services. I will contact the facility to reach out to the patient. In the interim, the patient has an outstanding balance of $507.86 due for physician services not covered by insurance. For physician billing the patient can reach out to ************.
Initial Complaint
12/04/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
1. 4/17/2023 I paid my max out of pocket the day before my kidney transplant to Dignity Health. At this point all future medical bills will be included and billed to Cigna Life Source % ***** ************ The hospital (Dignity) starting sending my bills to the wrong place ***** instead of Cigna Life Source, and started the whole problem. Each bill that got sent to the wrong place, was not offsetting my max out of pocket, forcing me to pay them all.3. I had to pay $918 out of pocket for prescriptions that would have been free, and roughly $200 to $400 in co-pays for office visits, that also would have been free. 4. They refuse to help me, even though they say they will on the phone and in email.5. I have escalated this issue to corporate and to the billing management, and NOTHING is done.6. They did not fix the issue for over 4 months, which cause me GREAT financial peril and stress, all while trying to recover from a kidney transplant.At this point I will settle for just being repaid for my prescriptions that I have had to pay, that would have been covered. This is covering any covered prescriptions from 4/17/2023 to the first week of August 2023, when they finally figured out where to send my bills, and all the wrongly submitted ones finally caught up. I have all the receipts and loaded them into excel. If they continue to just give me lip service, I will not only go after the $918.00, but also the co-pays and for stress and anxiety you caused me while I was trying to heal, and to avoid you putting me into collections.Business response
12/08/2023
Thank you for contacting us, I want to assure you that we are working on resolving any and all issues that you have with your account. Your information and documentation has been forwarded to the appropriate area for review and resolution.Initial Complaint
08/10/2023
- Complaint Type:
- Order Issues
- Status:
- Answered
My wife and I experienced a miscarriage. We've spent a year chasing down the bill, which is a nice, consistent reminder of the trauma. Dignity Health/St. ******** took forever to finally bill us, and when they did, they refused to provide an itemized bill so we could understand what we were paying for. When we went to the billing department on site, it was one person who said they couldn't help us and all the billing was outsourced. To be clear: This was not because of something like an anesthesiologist who was not employed by St. ******. This particular portion of the bill was to be paid directly to St. ******. We've pressed them a variety of times to tell us what we are getting billed for, and they won't provide the information. They also refuse to move the due date, threatening to send it to collections and wreck our credit score.Business response
08/18/2023
You have reached the Dignity Health Physician Billing Department. I do not have access to hospital records but I will forward the information on to the appropriate area for a response.Initial Complaint
08/02/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
**** was over- paid in November and after multiple calls and assurances that I would receive a refund, still nothing. I called: Jan 23rd, Mar 22nd, Mar 31st, May 30th and Jun 26th. At one point, I was told the check had been issued and that it would take up to 6 weeks to receive. NothingBusiness response
08/03/2023
I am unable to locate your account with ********************************************* Group. Can you provide me with some additional information so that I cant try and locate your account? If you can provide me with your date of birth, the dates of service in question and the medical record number, I will try to assist you.Initial Complaint
07/18/2023
- Complaint Type:
- Billing Issues
- Status:
- Resolved
May, 2022 I had surgery in ******* ** at St. Josephs Hospital. The hospital was to file insurance claims with BOTH ******** and ********** Blue Shield of NM. The only filed with ******** who had them refile the claim since it did not meet ********'s requirements. I had not received a bill from Dignity. I started getting phone calls in April 2023 and when I tried to speak with customer service, the wait times were over 30 minutes. I requested a call back several times when I finally received one. I was told that I needed to pay $1500+ for the balance left from ********. I asked for an itemized statement which took a month. I sent the bill to BCBS. I had set up a payment plan with Dignity that they took one payment in May then stopped taking the payments. I spoke with their Central Billing on May 11 to have them provide BCBS with revenue codes. They did not. I called again last month and was assured that they would send the requested codes to BCBS. The Central billing told me that they would deal directly with BCBS and that I was out of it. As of 7/13, BCBS did not receive the required codes. I again spoke to central billing who said that they would send it to BCBS. I received a statement today labeled "final notice". Reference #*******. Dignity is totally incompetent at following up or escalating this case. I asked for a supervisor and was told that I am not alone with complaints about their billing communications.Business response
07/27/2023
You have reached Dignity Health Physician Billing. You do not have any invoices with ** however, it may be services provided to you at the facility. I am forwarding your message to someone to assist you on the facility side. The phone number that I have for them is ************ and and email address of ******************************************.Customer response
08/03/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
***********************
Initial Complaint
03/07/2023
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
On 3/2, I set up a payment plan to settle my debt with dignity health. On 3/3, 3/4, and 3/6, I received more phone calls trying to collect the debt in which I had already set up a payment plan for. This is harrassment by a debt collector. During 3/6's phone conversation, I notified the debt collector of their harassments and requested to speak to someone about the incident. After a rude interaction with a supervisor, I was instructed that "upper management" would have to give me a call back. I did not receive that call back. I tried calling back that evening to resolve. I called back 6 times, all resulting in the debt collector hanging up on me. Ultimately, I was told that I would have to call back during normal business hours to speak to a supervisor.On 3/7, I returned 2 phone calls to the debt collector and was told I would have to wait 72 hours for someone to call me back despite me laying out the situation for them.Initial Complaint
04/25/2022
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
I've received payment demand letters from Dignity Health (Mercy Hospitals) trying to balance bill me for services paid by TriWest. I dispute owing any debt to Dignity Health or Mercy Hospital and refuse to pay. I have enclosed the bill from Dignity Health and the Explanation of Benefits (EOB) from TriWest.Initial Complaint
04/15/2022
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
On 11/17/2021, I received a routine mammogram. I later received a bill for $323.15. Since day one of the bill, I've been calling the clinic to have my bill adjusted because it was billed incorrectly to my health care insurance. The medical assistance or the doctor entered the incorrect billing code (diagnostic testing) and per my health care insurance provider this is the reason why my health care insurance didn't cover 100% . Per my health care insurance (claims supervisor Nancy), the correct code that needs to be entered is a "routine" mammogram and that will cover the routine mammogram 100% and adjust the billing to $0 since my insurance covers 100% Today, 4/8/2022, I called again the clinic and according to the medical assistant the billing code for the service offered is entered correctly but it is not . I am exhausted and tired , I've spoken to so many individuals at St. Josephs medical center and no resolution yet. Today, 4/8/2022, I also received a reply to my email from St. Josephs medical center billing disputes and appeals . This email from Meaghan (PFS Commercial Supervisor for St. Joseph's Medical center) and according to her, the" ordering physician needs to revise/amend the doctors order to reflect routine diagnosis for the mammogram. " But this is what we have been trying to do for the past months.. Please help. I'm only asking for my bill to be adjustment by reflecting a "routine mammogram" and not "diagnostic testing." And by doing so , the insurance will pay 100% of the service provided to me since it was a routine mammogram. I've attached my bill for account reference. Thank you.Initial Complaint
02/03/2022
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
I went to the ER while out of town for an emergent medical problem. I later was billed for many things, including a $1,777 charge for an unknown procedure performed by an unknown provider. My insurance declined to pay but infomed me nothing relating to this ER visit and enxsuing hospital stay should be not covered, and that they believe the charge is miscoded as a routine procedure. They say Dignity Health needs to re-code the procedure as being related to the reason I went to ER and for which I was admitted. The multiple bills I have received for this procedure only list it as "ER level 3" but do not provide any other details. I have asked numerous times for Dignity Health to specify what the charges are for and who provided them. They sent computer printouts that still only say "ER Level 3". I have asked them to review the coding. To date, Dignity Health has provided nothing explaining these charges or answering my questions. I have called them numerous times and the customer service rep always sounds like they want to help, but always says they can only do so much, or blame it on another department. They now are billing me as "Past Due" despite telling me this bill is on hold, and this being their fault. They have said this will not be turned over to collections but I do not believe their billing organization is competant enough to prevent this from happening since nobody there seems to know what any one else does. Please have them verify the coding accuracy then answer all of my billing questions adequately, then work with me to resolve this matter which has been caused by their poor billing system.
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Customer Complaints Summary
21 total complaints in the last 3 years.
6 complaints closed in the last 12 months.