Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:01/06/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 4/10/22, I was transported via ambulance to riverside community hospital. I gave them my insurance information but they never put the claim into the insurance. There were over 9 calls made to the hospital to get this issue resolved. Finally, my Dad filed a complaint and a week later we got a call from a collection agency. We have our insurance company that has been trying to resolve the issue with the hospital as well. There were tons of bills and all of them were paid by insurance except this one $2700 bill. The insurance company said it was never submitted by the hospital. I dont understand why the hospital refuses to submit the bill to insurance. Now my credit is impacted. I need help getting this taken care of because I dont want to have to pay a lawyer.

  Business Response

  Date: 01/31/2023

  RlvERSIDE
  mmunity  Hospital
  
  
  
  January 30, 2023
  
  ***** ******** ***** ********* ***
  ********** ** *****
  
  Dear Mr. ********:
  On behalf of Riverside Community Hospital, we received your grievance filed through the Better Business Bureau on January 241h, informing us of the billing concerns that arose as a result of your April 10th, 2022 Emergency Department visit. We are sorry we were unable to meet your expectations. Your concerns were forwarded to the leadership of the department involved and this review was completed on January 30th
  
  Based on our conversation, below is a detailed list of your concerns followed by responses after our investigation:
  
  • You reported that you were transported via ambulance to Riverside Community Hospital on 04/10/22 and that you provided your insurance information but a claim was never filed with your insurance company.
  • You stated that over 9 calls were made to the hospital to get this issue resolved. Finally, your father filed a complaint and a week later, you received a call from a collection agency.
  • Your insurance company has also been trying to resolve this issue. They told you that they never received the bill for $2700, although they received several other bills from the hospital.
  • You don't understand why the hospital will not submit this particular bill to the insurance company and are frustrated because your credit is impacted.
  • You would like assistance in resolving this issue because you do not want to have to pay a lawyer.
  
  Response:
  o The Manager of Patient Access reviewed your grievance and escalated the grievance to the Corporate Billing Department. Per their review, you presented a photo of an insurance card on the date of service but our facility was unable to verify the insurance with the ID number listed. Since our registrar was unable to verify your insurance, you were subsequently listed as uninsured. The Billing Department staff placed several calls to you to determine if you had any insurance coverage. On 07/01/2022, you called in and authorized the Billing Department staff to speak with your father. Your father provided an Anthem BC ID number for billing. Despite their best efforts, their department was unable to validate the insurance information provided. Your concern was then escalated and reviewed by their Collections Manager, who discovered that Anthem had loaded your name with a space in the last name, as ** ****** instead of ********.
  
  Above all else; we are committed to the care and improvement of human life.
  **** ******** ****** * ********** ** ***** * ******************************
   
  
  
  ***** ******** Page 2 of 2
  
  
  Due to this error, Anthem BC was advising the department that you did not have active coverage when submitting the bill. The Collections Department has now been able to validate your insurance and has billed the claim to Anthem. They would like to sincerely apologize for the delay in resolving this issue.
  
  Thank you again for giving us the opportunity to review your concerns. Your feedback is important to us as it allows us to make improvements to ensure we provide quality of care to our patients. If you have any questions please contact **** at ###-###-####.
  
  Sincerely,
  
  
  
  ****** *************** ******* ****** ******** **** **********