Johnston Health Services Corporation

They have terrible billing practices that result in over payment by the customer. Then you have to spend weeks chasing down a refund.I went to radiology for a test on May 9. Prior to my test I was handed a one page piece of paper and told that if I paid today the test would cost $273.30 and if I paid in thirty days it would be $340.00. This was after they checked my insurance [redacted] I asked how they arrived at my payment as I had already met my deductible for the year, I have comprehensive coverage and normally I pay my portion after my insurance calculates the fee. They said that they could not respond to any questions, I would have to call [redacted] I put the $273.30 on my visa. Now its 30 days later. Johnston UNC over charged me by $200.00 and I'm left chasing down my refund. They are telling me that it could take 4 more weeks to get a check mailed to me. And a request for a billing "investigation" was only started because I called them. If I was less tenacious, they would have kept my payment and the insurance payment too. I think that is billing and insurance fraud. Meanwhile I'm on the hook for 2 months worth of interest charges on my visa. A charge that should have never been made in the first place. At best they have unfair billing practices, at worst they are double dipping (first from the customer and then from the insurer) which may be fraudulent.Desired SettlementAfter speaking with my insurance company, they confirmed that I was over charged by Johnston UNC by $200.00.I called JUNC who told me that it could be weeks before they get a refund check to me. Meanwhile, I'm on the hook for the interest charges on my charge card for the amount that I should have never paid to JUNC.Business Response Contact Name and Title:[redacted], PFS MgrContact Phone: XXX-XXX-XXXXContact Email: [redacted]@unchealth.unc.eduWe have reviewed the concerns presented and after a review of the facts, we find the refund was processed very timely.To explain further, patient treated on 05/09/16. We offered a point of service discount for prompt payment at the time of service. Patient took advantage of this. We provide an estimate of the out-of-pocket amounts the patient will owe. This is only an estimate which is calculated using the most recent online benefits available. If benefits are not available online, we may call the insurer. Patients may have received treatment prior to services with us, but if the bill has not yet been processed, and the claim adjudicated, the amount of deductible and coinsurance due will still remain in the information available to the hospital.The date of service was 05/09/16, the claim was submitted electronically to [redacted] on 05/16/16. Payment from [redacted] was received 05/23/16. This was 7 days from claim submission and 2 week (around 14 days) from date of service. The patient owed $78.08. At POS the patient paid $273.30 and received a cash discount of $117.13. We corrected the cash discount since all the estimated amount was not due from the patient. The patient called about the refund on 06/07/16. We posted a refunded to the patient on 06/08/16 in the amount of $218.64. This was 30 days from the date of service and around 2 weeks from the receipt of payment. On 06/14/16, the patient called as she had not received her refund. Upon investigation, we found that the check had been mailed to [redacted] NC instead of [redacted] NC. On 6/15/16, the initial refund check was voided and reissued to the correct address. We contacted the patient on 06/21/16 and she had received her refund. We do not arbitrarily keep overpayments. There are rules and regulations that must be followed if you cannot locate a person to whom a refund would be owed. We did not overcharge Ms. [redacted]. Again, we estimated her portion using the benefits available and that can change before the hospital's bill is processed. We are sorry her refund was issued to the wrong city. We apologize for any inconvenience and we trust this matter has been resolved.Consumer Response The hospital DID overcharge me by $218.64. This is why a refund was required. It was 6 weeks from the date of service before I had my refunded money back in my checking account.They should not charge patience prior to service, when clearly the amount owed by the patient cannot be determined prior to being processed by the insurance company. This billing practice is very poor customer service and the hospital should change this practice if they want returning customers. This matter (for me) is resolved.Final Consumer Response

I was told if I paid my part of the coinsurance due the day of surgery I would get a 30% discount and no bills later. Did not happen. I had procedure on 10/1, as I was getting wheeled into the OR, a billing clerk ran up to my bed and had a bill to pay in advance with 30% discount; my husband paid $297.11 as requested. now I am getting a bill for the balance of $324.55 since the people are terrible at math; however the itemized bill I received and showing due still does not have the 30% discount applied. I will NOT pay anything until I get a corrected bill with my early pay discount. I explained this to the billing person that called me and she said she would send out the bill with the 30% applied to the incorrect amount that was not disclosed at the time of my surgery. I received a bill and it does nto have a discount. I want a corrected bill or better yet, just credit my entire account since I always pay my bills on time for a discount.I work hard and I do not appreciate the rude manner in which they try to collect money that they have no brains to figure out before surgery. it was a simple same day procedure and I cannot believe they were off by the amount they are billing me now. Desired Settlementi want a corrected bill with a 30% discount applied to the supposed $324.55 due, so that would be $227.18 in case you need someone to do your math.... or just write it off completely since you have really annoyed me and I have a perfect pay record with your facility. thank youBusiness Response The patient was given an Estimate on the date of service. As she indicated above, she was having surgery. With the type of service provided, we won't know the exact charges in advance. Our Estimate was signed by the patient. The estimate form that was signed by the patient discloses the following statements (this is on all estimates provided to patients). It states: Your balance due was calculated based on teh following logic: You already met your deductible; therefore yo owe your co-insurance of $424.44. The above (the Estimate of $424.44) is a good faith ESTIMATE based on the best information known and provided at the time of the estimate. The information related to the estimate may hve been provided by you, your physician and/or your insurer. Actual amounts owed for services rendered may be more or less based upon your specific needs at the time of the service, including treatment or services deemed necessary by the physician duirng the visit and additional information provided by your insurer. Final determination of eligibility and benefits are determined at the time the claim is processed by the insurance company. Any services determined non-covered uner your plan are the patients' responsibility. In additional, charges from your physician or physicians affiliated with the hospital will be billed separately by their offices and are not included on this estimate.Please contact the Financial Counselors at (919) [redacted] with questions. This document may contain privleged and/or confidential information that is legally privileged. This information is intended only fo rhte use of the intended recipient. If you are not the intended recipient, you are hereby notified hat any disclosure, copying, distribution or action taken in reliance on the contents of these documents is strictly forbidden. When the patient pays at the point of service and receives a point of service discounta balance remains after the patient has paid an estimate at the point of service, we[redacted] has paid the remaining balance of the account, $324.55 less a 30% discount of $97.37. Her final payment was $227.18. We apply the discounts at the time the bill is paid. We will send her a summary showing the account balance is paid.

Inappropriate Collection PracticesMy wife [redacted] had an X-Ray performed at the Johnston Health - Clayton facility in March. We subsequently received a bill for $203.61 at the end of march which I paid $103.61 on April 15, received/posted by Johnston Health on April 18.I just received a collections call (13-May-2014)for the remaining $100 balance. I am quite irritated and disappointed in Johnston Health making collection calls on an account where substantial effort has been made to pay the account. I already intended to pay the remaining balance on May 15th, and I do not appreciate what I consider harassment on paying the remaining balance.We had a choice of where to go for the chest X-Ray, and we chose Johnston Health as opposed to other facilities. Johnston Health clearly does not appreciate our business, and I do not appreciate the harassment.Desired SettlementI would like to see Johnston Health reassess their collection practices. The call I received was both unnecessary and disturbing, and discourages me from using their heathcare facilities in the furute. I would also like an appology.Business Response Hello, I have forwarded this email to our [redacted] Director, Ms. [redacted] and per her instructions, we are contacting this patient directly to address the issues of the complaint. If you need to contact us directly, Ms [redacted] can be reached at XXX-XXX-XXXX. Thank you,[redacted]