Christiana Care Health System

Review: I was seen in Christiana's ER in June 2012 for which they billed my insurance company, [redacted]. They accepted [redacted]'s payment but instead of accepting it as payment in full (usual and customary), as they would have for Blue Cross or Aetna, they balance billed me for the remainder a year and a half later. Their explanation was that they did not have a contractual agreement with [redacted] so they had no obligation to treat me the same as other insured individuals. (This practice is illegal under Medicare and Medicaid.)

With no advance notification they submitted the remainder to a collection agency. Had there been no insurance they would have deducted 10% of the $2440 bill,which they are not willing to offer me now.Desired Settlement: Withdraw collection agency, accept insurance company payment as payment in full.

Business

Response:

Christiana Care worked with [redacted]'s insurance to resolve payment with them since we are non-par with [redacted], which is the patient's responsbilility to be aware of their insurance coverage. Christiana Care continued to work with [redacted] when we got the initial payment from them and did not bill the patient at that time so it did result in a delayed billing to the patient. The patient did not respond to Christiana Care bills therefore the balance was referred to a collection agency. Please let me know if you need additional information. Thank you, [redacted]

Review: I have attempted through Christiana Care’s billing email address and by phone to obtain information to why billing is over one year from the date of service for my wife-account [redacted] (date of service 7/17/13), and over 8 months for my daughter-account [redacted] (date of service 10/3/13). To me this delay is suspicious and I question the accuracy of the billing.

After 2 months of questioning, I was told it was due to insurance company delays. I was promised the delayed EOBs supposed from July 2014 on Oct 2, 2014, but have yet to receive them. If the long delays are due to our insurance companies, I wanted to approach them with my concerns as I have flexible spending accounts that expire in the calendar year.

Emails trail as follows and I can provide copies if requested:

July 30, 2014 Request from me on why the long delay in billing as I just received billing for both accounts.

Aug 1, 2014 Response from you indicating that all insurance payments & adjustments need to be reviewed prior to billing

Aug 1, 2014 Response from me indicating that EOBs were quickly issued for [redacted] (date of service 10/3/13) on 10/12/13 primary insurance and 11/5/13 secondary insurance; for [redacted] (date of service 7/17/13) on 8/2/13 primary insurance and 8/11/13 for secondary insurance.

Aug 23, 2014 Request from me for response as 3 weeks had elapsed.

Aug 27, 2014 Apology from you and response indicating it was sent “to our management department for further review.”

Sep 23, 2014 Email from me indicating I had not heard an answer and that I assumed that amounts were not correct.

Sep 23, 2014 Response from you that you had tried reaching the patient on Sep 20 & would call again tomorrow.

Sep 23, 2014 Request from me, asking who and what number was a called. Also another request for you response in writing.

Sep 23, 2014 Response from you that you called my home number and you requested an alternative number.

Sep 24, 2014 Response from me with my cell number to reach me. [I have never received a call from you on my cell number provided]

Sep 26, 2014 2nd Request from me providing my cell number & requesting a call and indicating that if you didn’t call, I considered the matter closed.

A voice mail was left this time & I returned the call on October 2, 2014 at 1:50 p.m., I spoke initially with [redacted]. After receiving the same line of answers about insurance being slow to clear and I provided the insurance EOB dates, I asked to speak with a supervisor. I spoke to [redacted] who indicated that the last EOBs from the insurance were from July 2014 and she would send me copies. I have not received them to this date.Desired Settlement: 1. Explanation on why the emails were not responded to in a timely manner. Explanation on why despite several requests, I was not called at my cell number but instead at a home number where no one was available.

2. If EOBs from the insurance provider did take until July to receive the final:

a. Copy of the EOBs that delayed the billing so I may approach our insurance providers with this, and

b. Explanation why [redacted] did not provide me this as promised on October 2.

3. If EOBs from the insurance provider dated July 2014 do not exist:

a. Explanation of why [redacted] stated this incorrectly, and

b. Explanation of Christiana Care’s failure to bill us within a reasonable timeframe, and

c. Independent review of billing and charges from the 2 accounts to assure that charges were correct from 2014.

Business

Response:

On behalf of Christiana Care, I would like to apologize for the miscommunication and delays during [redacted]'s billing experience. Christiana Care worked closely with Aetna after they processed the claim as if they were the primary insurance. The EOBs were mailed to the patient on the receipt of this complaint and I am able to mail or email them if the patient does not have them at this time. The EOBs are dated October, 2103. Christiana Care works with Aetna through conference calls and in July 2014 we resolved the coordination of benefit for this billing concern. Christiana Care's Patient Financial Accounting has reviewed [redacted]'s account has a zero balance and the coordination of benefits were applied accurately. Christiana Care appreciates feedback from patients and families so that we can learn from these experiences. Timely emails, calls and thorough explanations of concerns is our goal. Please do not hesitate to contact me for any questions. Thank You, [redacted]

Consumer

Response:

Review: I have updated my information with one the the Christina Care Medical Centers, [redacted]l Aid Unit [redacted] I submitted my insurance and was told there was no co-pay. I saw the claim go through my insurance (Aetna) and it was denied. I have since then made multiple attempts to contact the company and receive a bill so I can make payments. I have provided them with my address, I have called and left messages at their billing department - I have a few thousand in an HSA account waiting to be used for these types of claims..... instead of sending me a bill they have filled with collections - the collections agency has also failed to send my an itemized bill and now I have a 101 dollar collection reporting to my credit report while I'm in the processes of preparing to buy a house.Desired Settlement: I would like an itemized bill of all that is owed to this company. I would like a direct contact number for someone who will directly handle this issue. I would like the collection to be removed from all three of the major credit reporting agencies IMMEDIATELY. I would also like a record to be made of this failure on the part of this business to provide a bill in a timely manner.

Business

Response:

I appreciate you reaching out to share your concern. The [redacted] Aid Unit is in a facility where Christiana Care has a numerous of services but the Medical Aid Unit itself is not a Christiana Care service. It is a separate organization with separate billing. The information you shared in your email for the contact information to the [redacted] Aid unit is correct - you can contact [redacted]