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Business Profile

Hospital

Roper St Francis Healthcare

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Roper St Francis Healthcare's headquarters and its corporate-owned locations. To view all corporate locations, see

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Roper St Francis Healthcare has 4 locations, listed below.

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    Customer Complaints Summary

    • 2 total complaints in the last 3 years.
    • 0 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint type

    • Initial Complaint

      Date:09/29/2023

      Type:Service or Repair Issues
      Status:
      AnsweredMore 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.
      Procedure code was entered incorrectly. Roper entered ***** when it should be ***** per the information provided by the doctor at Lowcountry Urology. I've called 5 times since June trying to get this corrected so my insurance will cover the charge. I keep getting told it will be fixed and then the paper bill comes in the mail with the same problem. This needs to be recoded & resent to my insurance company for them to cover.

      Business Response

      Date: 09/29/2023

      Ashley *******
      Account Number: *********
      System: N/A
      Facility: ­­­­Roper Labs

      Caller
      overall Concern: Procedure code was entered incorrectly.
      Roper entered ***** when it should be ***** per the information provided by the
      doctor at Lowcountry Urology.

      After
      reviewing the attachments with the account number, this account is not
      something we handle as this is a bill for laboratory services. The patient will
      need to contact APS Lab Department listed on the statement received at
      1-800-365-3744 to further assistance.

      Business Response

      Date: 10/03/2023

      In summary, the physician
      (non-Roper physician) wrote an order for a urine culture and sensitivity, with
      CPT code ***** noted. We translated that order to a urine culture, CPT code
      *****. Since the specimen did not yield any pathogens, no isolation or
      sensitivity was needed nor performed (*****). The patient received a bill for
      $119. The EOB shows an allowable amount of $119 and applied the amount to the
      patient’s deductible (below screenshot).  The patient contacted APS and
      said that the wrong CPT code was billed, as compared to what the order stated.
      At this point, BSBC would not have any order, and CPT code ***** is customarily
      billed and paid as a urine culture. The patient asked APS to refile and
      provided a paper copy of the order and APS completed the request and also sent
      the paper order to BCBS. The claim reprocessed with the same patient
      responsibility, applied to the deductible. The patient believes that her
      responsibility is due to us billing the *****, instead of the ***** on the
      order, rather than she hasn’t met the plan deductible. The physician order description is correct, but CPT code is
      not.

      Customer Answer

      Date: 10/03/2023

      Complaint: ********

      I would like for someone at APS to give me a call to discuss further. ************



      Sincerely,



      Ashley *******

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