Children's Health System of Texas Reviews (%countItem)
Children's Health System of Texas Rating
Address: 1935 Medical District Drive ATTN: Manager - PFS (Pt Financial Svs), Dallas, Texas, United States, 75235
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I was over charge on a bill from Oct. 2019. I requested a refund & have been getting a run around. I had another bill & they sent it to collection.
I was over charged on a bill from date of service Oct. 18, 2019 acct #XXXXXX. I have spoke to several reps 2 supervisors Adriana & ***. I requested a refund of my over payment since March 8, 2020 & have been told several different things, was told yes there is a credit due but will need to verify it first. My insurance verifed verbally with Adriana that the credit was indeed due to me & they still want refund me. I had another bill come due from date of service Jan 2020 & I did inform them that I was waiting on them to refund me my money b4 I send in anymore money. I also spoke to Kyle & he agreed to settle the bill from Jan 2020 for $914.94. Now I get a bill they turned it over to collection & asking for $2062.53 & I still dont have my refund. They told me once they verify the credit due it will be put to any bills due & I told them not to do that, because I wanted them to send my money back to me & let me pay my own bill so that I could have my paper trial of everything I paid. And now that the bill was turned over to collection they are saying they dont see any notes of a settlement.
I'm wanting them to send me my over payment back & settle the other bill so that I want have nothing in collection.
Contact Name and Title: ***, Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@childrens.com
Thank you for contacting us regarding this case. I have completed my review of Account# xxxx3540 for Date of Service 10/18/19.
We filed a primary claim with Blue Cross (BCBS) on 10/25/19. BCBS paid on 11/25/19 & per the Explanation of Benefits (EOB), the Guarantor is responsible for $2890.63 co-insurance.
We filed a secondary claim with United Healthcare (UHC) on 11/26/19. UHC made a secondary payment on 12/12/19 & per the EOB, the Guarantor is responsible for $1,599.09, including $291.37 Deductible + $1307.72 Co-insurance.
On 12/12/19, we sent the Guarantor a statement for the $1,599.09 self-pay balance.
BCBS reprocessed this claim & per the revised EOB we received on 1/9/2020, they reduced the Guarantor's responsibility from $2,890.63 to $1,773.06.
UHC also reprocessed this claim, however, per the EOB they sent us on 4/9/2020, it appears they reprocessed using the original BCBS EOB. As a result, the amounts they paid and applied to the Guarantor's responsibility were the same - no changes.
On 4/24/2020, we talked with UHC (call ref# D3455) & explained that we needed them to reprocess using the revised BCBS EOB. UHC Rep assured us he would it for reprocessing.
This morning, I talked with UHC (call ref# D6349) & she said the claim is still pending for reprocessing. I reviewed the situation with her and advised that they had already reprocessed it in early April but with the wrong BCBS EOB. UHC Rep said their processing times are longer due to COVID-19, but said she'll request urgent escalation.
As of today, based on the info we have received from both BCBS & UHC, Guarantor is responsible for $1,599.09 on this account. Guarantor has made two payments in Jan & Feb, totaling $1,600.00, which were posted to this account per her request. I did advise Guarantor that it's our policy to transfer any confirmed self-pay credit balances to resolve outstanding self-pay balances & I show she has three outstanding self-pay accounts:
xxxx0967 $842.61 - Payment Plan
xxxx7436 $273.36 - Both BCBS & UHC EOBs show this was applied to Deductible.
xxxx4392 $946.56 - Both BCBS & UHC EOBs show this was applied to Deductible.
These three accounts are being worked by our extended business office, Regional Adjustment Bureau, (RAB). They are NOT currently in Bad Debt. I've asked them to continue the existing payment plan on Account# xxxx0967 and asked them to put a temporary hold on the other two accounts until we receive the updated EOB from UHC and can determine if there is an additional credit balance that we can apply toward these accounts. If not, Guarantor can discuss payment options with RAB.
(The consumer indicated he/she ACCEPTED the response from the business.)
My daughter traveled to Dallas to receive healthcare that we agreed upon. More was done without my consent and now we are being charged.
My daughter and I had made contact with Dr. *** from the Childrens Hospital and believed Dr. Zia and her colleague could help us. We had everything quoted to us in detail because our Insurance did not cover anything in Texas. We were told we would have to pay the bills there before we could be seen. When we arrived on the 26th of January we did just that. My daughter was also seen on the 27 and again I had to pay the bill. Dr. *** and I originally had discussed my daughter having a surgery done in Texas and a genetic test done in Texas but discovered she could have that done here in Iowa under our Insurance. When Dr. Zia sent me the quote it had everything laid out as far as charges for every blood test they were to run, office visit and an MRI. This was to include everything we would have to pay. No insurance would be billed because again our Insurance didn't cover any of it. Dr. Zia and I had several conversations about this and she knew where we stood. We arrived home not even one week later and got a bill for $12,689.00. I called directly to *** account manager for the Hospital and she said well we had Genetic testing done and we had to pay for it. I said no we agreed not to run them here and I have a quote to show you that they were $0.00 out by your business office. She said well someone has to pay for it they are too expensive. I told her then that I had spoke to Dr. *** again since we had been hone and got this bill and she said we should not have gotten this bill. She said to have *** send that up to her Clinic and they had finances to take care of this. I did just that. So about 2 weeks go by and I get another bill from Childrens health care and its for $11,640.00. I call down and speak to *** again and say we are not paying this. We agreed on a price and we paid that. She says well I will mark it down that you said you are not paying it and we will send this on to a 3rd party collections.
Our Account #XXXXXXX
Childrens Health Patient Estimate Summary created 12/19/2018 stated account #XXXXXXXX service date 1/8/2019
amount to be paid by us with detailed information $3147.00
My check #6327 dated 1/7/2019 amount $960.50 half of MRI
My check #6328 dated 1/8/2019 amount $1226.00 paid full for labs and doctor visit in clinic.
My check #6329 dated 1/9/2019 amount $960.50 remaining half of MRI for a total amount of $3147.00 paid in full for all services done in Texas.
I would like the complete bill from Childrens Hospital to be deleted from our account and any 3rd party collections taken off of my credit report. I have already paid the amount agreed upon and the paper work from the agrees with the amount I paid. There was nothing else to be done to my daughter other then what we agreed for the estimate.
Contact Name and Title: ***, Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@childrens.com
Thank you for contacting us regarding this case. Ms. contacted us on 10/26/18 to request an appointment for her daughter. Per our notes, they were traveling from Iowa to seek a fourth opinion. Early in our conversations, we informed Ms. Peterson that we were not a contracted provider for the patient's Iowa Medicaid plan. They applied for financial assistance in November but did not qualify.
We consulted with the treatment team to provide a good faith estimate of $3,147.00, including an MRI and several lab tests. We do advise that estimates *** vary based on the actual services rendered (see attached consents). The MRI was done on 1/7/19 and the patient returned on 1/8/19 for the visit with the provider. During that visit, the provider ordered additional tests, which Ms. did not refuse/decline. This included several genetics tests, totaling $8,151.00, which were sent to an outside lab for specialized processing.
When Ms. Peterson first contacted us with her billing concerns, I asked that our clinic & laboratory teams review her daughter's case. Both confirmed the services were provided and validated that the charges were accurate. Children's Health offers a 25% Self-pay/Prompt Pay discount to uninsured families who pay in full within fifteen days of the Date of Service. We posted self-pay discounts totaling $1,049.00, associated with Ms. $3,147.00 payment. Currently, the combined balance due on the two accounts is $11,640.00. We are willing to extend a 25% discount if we receive the remaining $8,730.00 in the next thirty days. If she is unable to take advantage of this, we can offer her an interest free payment plan of up to thirty-six months, which would make her minimum monthly payment $323.33.
(The consumer indicated he/she DID NOT accept the response from the business.)
This is the same thing they have kept saying for months. It makes no sense why I would have an $11,000 test done down there when it is crossed off and made to $0 when I have the same test being done on February 14 in iowa where it is 100% covered. The doctor never said she was having genetic testing done when we were in Dallas because on the phone when she did I said no it was going to be done in Iowa that is why there are $0 on the estimate. I was told in Dallas to take my daughter to the lab to do the test the doctor ordered. I figured those were the labs that was discussed on the sheet just like all the other procedures were done that was on the sheet. The reason for all of the quotes was because we did not have insurance and the people in our community had a benefit for my daughter to help raise the money to pay for this. Why would I have wrote checks for the exact amounts they told me when I was there. It was only when I got home that these extra were applied. I can't even afford what they are asking for a payment monthly. We had paid our bill that was discussed and left Dallas to be owing nothing more. this is truly the Hospital's mistake, it was an unnecessary lab work that they did and I should not have to pay for it. There are several other people that this surprise billing has happened to looking at the reviews and comments. It was made very clear to the doctors, financial team and everyone else involved that there was to be no more charges and I was to pay in full before *** was seen. I have attached more papers and calendars for you to view.
Children's Hospital fails to provide price of services at their practice locations and fails to provide customer portion of cost PRIOR to services.
I am a parent of a daughter who utilizes therapy at Children's. I am here to complain about the very poor practices of Children's Health Specialty in Frisco. This location is used primarily for physical therapy. My daughter began therapy in September and finished therapy in January. First I will say the staff at the location are poorly trained in regards to knowing anything about health insurance. If you have questions, they cannot answer because they are not trained to know. It's not their fault, it's Children's fault for not training them. If you ask how much the cost of 15-30- or a 45 minute session is they do NOT know. Only 1-2 months later will they bill you for 500$ for a 45 minute session. When I first brought my daughter I had no idea how much they charge because insurance covered it. When the insurance and all the deductibles reset in January, which no staff member told me about, or gave me a document to sign to remind me, I was left to pay the entire cost out of pocket. 3 sessions totaling 1500$, which was adjusted by the insurance company to a bill roughly 1000$ for me to pay. My daughter has tight calves and her PT involved jumping on a trampoline, riding a tricycle, and going up and down 3 stairs. These are all things she does at home. But according to Children's I am now forced to pay 1000$ for it. I called and complained to their "resolutions specialist" and her name is Shirley Gully and her email is ***@childrens.com. Unfortunately Miss Gully was no specialist at all because I was left with only one option according to her which was to pay the bill. No matter how much I tried to explain to her what my complaint was she just didn't understand. "Let me offer you financial assistance" she said. What she didn't understand was I wanted to know the cost of service prior to getting the service. If I was told that it was going to cost me 500$ for my daughter to ride a bike and jump up and down for 45 minutes I wouldn't of AGREED to such a wasteful service. I want Children's to know they have such a sleezy way of ripping off parents by not disclosing the price of a service prior to it being rendered. I am being held hostage by them and if I don't pay it I'm sure they will turn it into a collection agency. I told the lady I have no problem paying my daughters bill at a reasonable cost!! When the staff memebers can't tell me if service is 50$ or 500$ and then 1 month later send me a bill for 1000$ that is very unfair and very unprofessional. I am legally being robbed from this organization. If I showed up in January and the front desk girl said, "Hello sir, we are happy to help your daughter, first here is something you should know. A 45 minute therapy session will be billed to your insurance for 500$, since you haven't met any of your deductible you will be responsible for the entire cost until your deductible is met" If this was the conversation that took place I would have said thank you for that information but I'm not interested, have a good day. Unfortunately that conversation never took place and I am very certain I am not the only parent who is being taken advantage of. I would like to resolve this issue, see below
I am willing to pay 35% of the adjusted price- Roughly 335$. I was never informed of the cost of services for a nonemergent medical service. I have the right to be informed as a parent and as a financial guarantor to my daughter prior to her receiving services- this is on the children's website under the Patient Bill of Rights. I was not informed, I was not given a estimated bill of service, and the staff members are poorly trained in the area of billing and could not tell me what I could expect to pay.
Contact Name and Title: ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@childrens.com
Thank you for contacting us regarding this case. We applied the payer negotiated discount to the claim in question and the claim was processed according to the patient's benefits. The remaining balance of $1,001.14 was applied to the patient's deductible/co-insurance.
The patient's initial evaluation was on 9/11/18 and we show that the parent signed the following documents (copies attached) that day:
General Consent for Treatment and Acknowledgements form, including Financial Responsibility
Outpatient Therapy Services Insurance & Benefits Information form, including:
o $1,000 Deductible (met)
o $4,200 Out-of-pocket expense ($1,251.75 met)
o Co-Payment per visit $0
o The form clearly states "Policy Runs" and the "Per Calendar Year" box was checked. It also states "After your deductible has been met then your plan pays 80% and you are responsible for 20%."
o Physical Therapy visit limits: 65 PT visits
Patient Estimate Summary form, which shows an estimated Patient Portion of $49.73 for CPT XXXXX - PT Eval Low - 90 min.
We strive to inform families of their benefits and estimated out-of-pocket expenses, especially for scheduled services, prioritizing new patients as well as returning patients with coverage changes and/or those requiring new services. In this case, the patient had no coverage change and was continuing with physical therapy services into a new year. If the parent has additional questions about the patient's coverage, we would encourage him to reach out to his plan. As a final note, we show that the parent made an online payment for the full account balance of $1,001.14 on 3/26/19.