ComplaintsforChicago ENT - N. Halsted

• Initial Complaint

  08/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I am having serious problems contacting the billing department at Chicago ENT. I have received a bill from them for $96.61. The bill provides absolutely no details what the amount is for -- just an amount. I have been prescribed a ************* through Chicago ENT. I was quoted a rental amount of approx. $8.00 a month. So I have no idea what the $96.61 is for. There is a phone number on the bill to call with questions. Problem is, no one answers that line. After being on hold for an amount of time I was asked to leave my name and number and someone would call me back. I left my name and number at 9:30 am on Monday 8/26. It is now 5:00 pm Thursday 8/29. I have not heard from anyone.There is a place to email online to Chicago ENT. I have done so three times starting on 8/26. The system promises someone will get back within 24 hrs. No one has gotten in touch with me.This morning I call the main number at Chicago ENT and asked for someone in billing to call me back. They promised to relay my message. No one has called back.I do not think it is proper for a medical provider to refuse to provide any information about bills.

  Customer response

  08/29/2024

  This is the bill. As you can see, no details as to what the amount is for.

  Business response

  10/02/2024

  Good evening, 
  
  I am responding to a letter I received requesting comment on the complaint filed by ****** ****** This complaint has been handled by the office and the patient was provided with a reasonable explanation of the events. 
  
  Upon receiving the bill for services, Mr. ***** contacted ********, our third-party billing system, and left a message requesting a call back to discuss his statement. ChicagoENT did not directly receive this message. After three days of no response from ********, Mr. ***** filed a complaint with the Better Business Bureau against ChicagoENT. On 09/03/2024, the insurance specialist with ChicagoENT discussed the charges with Mr. ****** He expressed understanding of the claims processing and did not dispute the charges towards him. Mr. ******* main complaint was the response time of the billing system, ********, and not with the billing practice of ChicagoENT. 
  --
  
  ******* ********, MD
  Professor and Chairman, Section of Otolaryngology
  Advocate Illinois Masonic Medical Center
  Medical Director

  Customer response

  10/11/2024

   
  Complaint: 22216344
  
  I am rejecting this response because: 

  I did not ever receive the below response from Dr. ******** and I do not completely agree with what he wrote. It is true that someone from ChicagoENT did finally contact me to discuss the bill. But that does nothing to negate the initial problems of having a bill without details of what it is covering and not being available to discuss what it covers. That is something that any health provider should provide. It may be easy for Dr. ******** to blame the company they have retained to handle their billing, but ultimately ChicagoENT should be responsible. If they have a bad third-party vendor that does not assist their patients, they need another third-party company to handle billing. I still received bad service from ChicagoENT and that is something that should be of concern at the Better Business Bureau/

  
  

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

  Business response

  10/21/2024

  Mr. *****,
  I am concerned that you received a faulty print job, and I am escalating this to our billing manager. The document you provided here is not a complete statement, and I understand your frustration if this was all you received as it is not an adequate explanation of benefits.
  Our billing statements include a claims benefit analysis which details the services provided and adjustments made by your insurance carrier.I have submitted a copy of the complete bill for your review.  I acknowledge that our response time was inacceptable and I apologize for it. We have amended our workflow for statement inquiries to ensure the message is received in-house.
  Chicago ENT is dedicated to helping patients understand the likely costs associated with the care they are receiving. We provide financial disclosure forms, and our staff have general benefits knowledge for common procedures to ensure that patients are making informed decisions with all things considered. It is never our intention to withhold billing information from our patients. 

  Thank you, 

  *******,

  
  

• Initial Complaint

  10/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Details:Had a surgery for a broken nose caused by an impact to the face on December 2nd, 2021.Insurance rejected part of the claim. Specifically $9,273.15 as the billing code was put in as a plastic surgery. Spent from January 22nd calling around from the hospital, Chicago ENT, and my insurance to figure out the next steps to get this covered. First contact with Chicago ENT about this started April 22nd, 2022. In the attached email there is a work flow of what is needed, in summary I need Chicago ENT to write a letter to my insurance stating that the surgery was not an elective surgery and it was medically necessary as my nose was broken. A meeting with myself, ******************* from Chicago ENT, and my insurance company was done on August 31st. The insurance gave instructions to ***** on what steps need to be taken for the justification letter, ***** confirmed on the phone she would send the letter out. Got an email on September 1st stating ***** didn't forget about the letter. Have emailed ***** three times to ask for an update.Looking just for Chicago ENT to put together the justification letter and send it to my insurance. As of right now the hospital sent me to collections and I am on a payment plan for a surgery that the insurance company confirmed on the phone should be covered, just need Chicago ENT to put that together. Everything has to be done through email as there is a subtidal reluctance to give me a direct line, I have to call the main line, ask for *****, and then it always goes to voicemail. Then I never get a call back.

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