ComplaintsforPenn Medicine Radnor

• Initial Complaint

  04/17/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Account #*********** - I am requesting further investigation into my patient balance of $146.50 from my Gastroenterologist visit on March 8th, 2023 . I have never paid more than a co-pay due at time of visit for my regular care appointments with the gastroenterologist at Penn (in-network provider) in all the years I have been going to this practice. And this appointment on March 8th was with an NP, not the physician. I began communicating thru MyPennMedicine portal beginning March 31st requesting an explanation as to why Penn billed my insurance $416.00 for ************ Type of Service involving Epigastric pain, Nausea, for an NP visit when it has always been billed by Penn at $355 for ************ Type of Service involving Epigastric pain and Nausea with the physician. This provider is supposed to be in network with my insurance and I feel they are overcharging for services provided. I sent additional messages via MyPennMedicne on 4/4/23 and 4/5/23 again requesting an itemized explanation servives that resulted in the charges. This is the responses I received after each inquiry with no itemized review of charges provided: "Thank you for your inquiry. A review of your account indicates that service date 3/8/2023 was coded as an office visit. Claims for services you received were submitted to your health insurer for processing. According to the explanation of benefits issued by your insurer, the allowable amount of reimbursement was applied towards your annual deductible. If you have additional questions or require further clarification, please send an additional inquiry or contact customer service at ************"

• Initial Complaint

  03/20/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am writing to file a formal complaint against Penn Medicine Radnor for ongoing billing issues that have persisted for almost one year. Despite repeated attempts to resolve the issue, I have made no progress, and the situation has become increasingly concerning. On 05.02.2022, I received a service from Penn Medicine Radnor, and while my facility charge was appropriately sent to my insurance company, my provider charge was never sent, resulting in me being billed for the full amount. Penn's billing department stated that they sent the provider charge to my insurance company, and that my insurance had denied the provider claim and that I was responsible for the balance. My insurance provider has no record of any claim, and after much back and forth with Penn's billing department, it was discovered that Penn had sent my information and provider charge to the wrong insurance company. Despite assurances from the billing department that my account balance would be placed on hold during the rebilling process, I received a letter from a collections agency that Penn had sent my "debt" to them. I had to dispute the debt and contact Penn's billing department yet again for reconciliation. I was told by leadership of Penn's billing department that my account balance would be recalled from collections and rebilled to the correct insurance provider. Today, 03.20.2023, I received another bill for the full provider charge. Penn billing stated that my insurance denied the claim. Another three-way call was done today between myself, Penn, and my insurance representative, as my insurance never received a claim. I was told that billing leadership will rebill my provider charge, and my insurance rep provided the information again for where the bill should be sent. I was assured my account balance will be placed on hold, but I have no faith in this statement. My PHI has been inappropriately released multiple times to third parties that have nothing to do with my health, which is illegal and a violation of my patient rights.

  Business response

  05/19/2023

  A review of our records indicates that these concerns were previously brought to our attention by the office of the Pennsylvania Attorney General and have been addressed.  For your convenience, I have enclosed a copy of our prior response.   

• Initial Complaint

  09/07/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  My wife went to a Penn Medicine Radnor PA which is an office building and not a hospital for a Doctores visit. The office personnel and the Penn Medicine website never discolsed that a "facility charge" in addition to all other charges would be billed. We received a bill for the facilty charge (it was a typical office room, not a operating or special care room) of $1,564. We have never been billed for a facility charge, including our many office visits at Penn Medicine in Philadelphia. I now realize that a "facility charge" is a relatively new charging scheme that big health systems use to make money and for now if legal. My issue is that Penn Medicine at Radnor should have disclosed the charge while my wife was making the appointment (the Dr at Penn Medicine Radnor was referred by a Dr at Penn Medicine Phila.) or shown the charge clealy on their website. After my insurance payment, my wife and I are required to pay $1,288. We contacted Penn Medicine and the billing specialist told us that it's the patient's responsibility to know all charges and refused to reduce the facility charge.

  Customer response

  09/07/2022

  The office listed below is where the appointment took place and is part of the Penn Medicine Healthcare System.  The service date was7/22/2022 and was for me wife *****************.
   Penn Medicine Radnor
  Floor 2, Suite 205 South
  145 King of Prussia Road
  Radnor, PA 19087
  A facility of the Hospital of the University of ************ll us why here...

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩