ComplaintsforSteinberg Diagnostic Medical Imaging
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Complaint Details
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Initial Complaint
09/25/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I received a bill, via mail, for the first time in 2024, past due from 2022. I was working with a person named *** and the concierge from my insurance company. Within a short period of time I received a letter from a collection company. I called Steinberg and the person I spoke to said *** didnt even handle my insurance and it should have been someone else. When I called billing the phone number they gave me was the collection company. I paid the collection company in full immediately. Steinberg billing is incompetent and liable.Business response
09/26/2024
Here are the details of the account:
Patient came in on 9/26/2022 for a scan.
We billed Anthem BCBS on 10/13/2022. Anthem denied the claim on 10/26/22 to patient responsibility due to services not referred or approved by his Primary Medical Group (PMG) and $932.00 was transferred to guarantor responsibility.
On 12/6/22 patient called regarding the statement he received. He spoke to ******* (former employee) who told him she would send back to the team that handled ****** to see if they could get a retro authorization. (We did not need a retro authorization; issue was he did not go through his PMG.) She transferred the account back to insurance status in error.
On 3/8/24 the account was transferred back to guarantor responsibility since Anthem never reprocessed and the claim was still denied stating patient is responsible for balance.
On 6/11/24 patient called regarding the bill he received. He spoke with *** who told him the insurance denied the claim to patient responsibility and he would need to call Anthem if he disagreed. She gave patient her phone number so he can call her back if Anthem was going to reprocess the claim. She stated he would need to provide the name and a reference number of the person he spoke with at Anthem.
On 6/13/24 patient emailed *** regarding his account. He stated his insurance has a concierge that will fight with Anthem for payment.
Patient never called back to state the claim was going to be reprocessed (providing a name and reference number as requested). Patient was sent four statements (3/26/24, 4/25/24, 5/27/24 and 6/26/24). He was also sent a seriously past due letter requesting payment in full in June. His account was sent to collections on 6/28/2024. Patient did not respond to the last statement.
On 7/29/24 patient called and spoke with ****** (billing clerk) who told him the balance went to collections. He told her he spoke with *** previously. ****** transferred him to Airilins voicemail since she handles Anthem.
On 8/7/24 patient called and spoke with ***** (billing clerk). He wanted to know what was going on with his balance in collections. She provided PFCs phone number (outside collection agency).
I checked Availity; the claim was not reprocessed and still shows denied to his responsibility.Please let me know if you have any further questions.
Business response
09/26/2024
Here are the details of the account:
Patient came in on 9/26/2022 for a scan.
We billed Anthem BCBS on 10/13/2022. Anthem denied the claim on 10/26/22 to patient responsibility due to services not referred or approved by his Primary Medical Group (PMG) and $932.00 was transferred to guarantor responsibility.
On 12/6/22 patient called regarding the statement he received. He spoke to ******* (former employee) who told him she would send back to the team that handled Anthem to see if they could get a retro authorization. (We did not need a retro authorization; issue was he did not go through his PMG.) She transferred the account back to insurance status in error.
On 3/8/24 the account was transferred back to guarantor responsibility since Anthem never reprocessed and the claim was still denied stating patient is responsible for balance.
On 6/11/24 patient called regarding the bill he received. He spoke with *** who told him the insurance denied the claim to patient responsibility and he would need to call Anthem if he disagreed. She gave patient her phone number so he can call her back if Anthem was going to reprocess the claim. She stated he would need to provide the name and a reference number of the person he spoke with at Anthem.
On 6/13/24 patient emailed *** regarding his account. He stated his insurance has a concierge that will fight with Anthem for payment.
Patient never called back to state the claim was going to be reprocessed (providing a name and reference number as requested). Patient was sent four statements (3/26/24, 4/25/24, 5/27/24 and 6/26/24). He was also sent a seriously past due letter requesting payment in full in June. His account was sent to collections on 6/28/2024. Patient did not respond to the last statement.
On 7/29/24 patient called and spoke with ****** (billing clerk) who told him the balance went to collections. He told her he spoke with *** previously. ****** transferred him to Airilins voicemail since she handles Anthem.
On 8/7/24 patient called and spoke with ***** (billing clerk). He wanted to know what was going on with his balance in collections. She provided PFCs phone number (outside collection agency).
I checked Availity; the claim was not reprocessed and still shows denied to his responsibility.Please let me know if you have any further questions.
Initial Complaint
07/12/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I am so upset and disgusted. I had a doctors visit with the Gastro specialist about two years ago. It was a quick visit, he didnt do any tests on me, just asked me some questions and told me I needed a procedure so they can look further in my stomach. This procedure was rescheduled about three times because the doctor ***** available. I waited about a year for this procedure, still bearing with the discomfort I had. The day before the procedure, when I finally think I am going to have it done, and will have answers to what I have been feeling, an assistant called me, saying, my insurance covers the doctor, but not the facility where the surgery will take place. Then I get a call saying I owe $350 for that one visit because my insurance didnt cover it. I feel completely blindsided and lied to. I would never do business like this and hide the prize or the details from a customer. I should have been told this price before the visit or that my insurance didnt cover it.Business response
07/12/2024
Thank you for reaching out to us regarding ************************************* experience at Steinberg Diagnostic.
We would like to clarify a few points regarding her visit and billing:
1. Nature of Our Facility: Steinberg Diagnostic is an outpatient radiology facility. We do not perform surgeries. Her visit on August 9, 2022, was for an MRI of your lumbar spine without contrast, ordered due to back pain. This visit was not related to any gastrointestinal issues.
2. Billing Process: Our facility bills globally, meaning that we do not bill separately for our radiologists. The amount of $350 is your deductible as determined by your insurance provider.
3. Statements and Insurance Explanation: ********************************* was sent four statements from January to April 2023, indicating that her insurance applied the amount to her deductible. Additionally, she should have received an Explanation of Benefits (EOB) from her insurance provider explaining this application.
4. Contractual Obligations: Per our contract with her insurance provider, we are required to collect the deductible amount.
We hope this clarifies her concerns. If you have any further questions or require additional information, please do not hesitate to contact us.
Thank you for your understanding.
Customer response
07/13/2024
Complaint: 21978695
Hello, I tried paying my balance online and it wouldn't allow me to. Is there a number I can call or something? & Can they please remove me from the people they assigned my bill to- ***************************** **** I wish I would've known that it would be $350 before I did it. I'm a teacher and I thought my insurance would cover more than that.
Sincerely,
****** *****************************Business response
07/15/2024
Good Morning,
********************************* can call ************ and asked to speak to our billing department (M-Th). Once the balance is paid, we will close the account with PFC. Thank you.
Initial Complaint
06/28/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I went in for an abdominal ultrasound. The tech was great and the process was quick. I received a copy of the report. The doctor discussed many aspects of my gallbladder in the report, stating The gallbladder appears unremarkable without evidence of gallstones, gallbladder wall thickening or pericholecystic fluid. The common duct is not dilated. This was shocking to me as I had my gallbladder removed in 2010. This doctor either did not even look at the images from the ultrasound and just typed up this report, then billed my insurance, or this is a copy paste from someone elses report and submitted as mine. Either way, this is abominable. If you are a doctor, you should be more careful!I called Steinberg, and they had no idea who I needed to talk to. I found a number for compliance. I called on 6/12/24 and left a message. They called me back almost immediately. I told her the issue and she was apologetic and said she would get with the head doctor to have a discussion with the doctor who wrote the report and then have the head doctor go through the scan and redo the report. I was happy with that. So I waited 2 weeks to give adequate time. Nothing. I called compliance back today, 6/27/24 and spoke with someone else. She looked it up and said nothing was ever put in. Clearly, they dont take these things serious as the previous lady did nothing and this one said oh, this is an easy fix. She said she would send this to the same doctor to reread the scans. I asked if a different doctor can do it as my trust for this one is clearly not there, and she said they let doctors fix their mistakes. This is scary as many people use this company to determine life or death possibilities. These need to be taken more serious!Business response
06/28/2024
We apologize to the patient and appreciate the opportunity to address her concerns. While I am not sure who the patient originally spoke with on the phone, I will investigate and address the lack of communication with the provider. However, her second contact was with our compliance ******** ****** who arranged for the images to be reviewed and an addendum to be completed as discussed with **********************.
The radiologist did review the correct images; however, as is standard, a template was used, and the radiologist failed to replace the "normal" default with "the gallbladder is surgically absent." This has been corrected.
As requested by the patient, I had a second radiologist review the images, and he confirmed that the correct images were interpreted, and that the gallbladder was indeed surgically absent.
Again, we apologize for any inconvenience or frustration experienced by the patient.
Please let us know if you need any additional information or have any questions.Initial Complaint
06/13/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
Steinberg diagnostic filed a claim with my insurance provider with a tax ID that is not identified as being part of their network therefore I was overbilled as out of network patient. I was notified by BCBS of the ongoing on or about April 2024, BCBS adjusted the billing claims from 10/24/23. I received an explanation of benefits indicating the new charges and I was referred back to Steinberg for a refund. On or about May 2024 I spoke with a billing representative named ******* ************ wherein she confirmed the refund would be automatically deposited back in to the credit card used at the time of service. As of today, June 12th no refunds have been received. The amount to be refunded is $359.65.Kindly, I would like guidance and help for an audit to my account since 2019. I have always had BCBS as my medical insurance and I've always being charged excessive amounts for my needed mammogram and diagnostic studies. At this point I am getting the run around between representatives and I very much need my money back.Please feel free to contact me via phone at ************ or via email at ********************** Thank youBusiness response
06/17/2024
The patient contacted us directly and her issue was resolved. The refund had been processed, but had not yet reflected on her credit card. Patient will also receive a check for $20 from us later this week.Customer response
06/17/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
**********************************Initial Complaint
01/17/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
Clinic did not bill insurance and tried to bill me directly; and then turned me over to collections.Business response
01/18/2024
******************* received a total of 4 scans, 2 on 6.20.22 and 2 on 6.22.22. All four scans were bill to his insurance on file (Anthem BC/BS of ** PPO). ************* denied the claims indicating the balance due was the patient's responsibility. The patient received multiple statements and at no time has the patient reached out to us to discuss his account prior to today. His account notes do state that he called today, 1.18.24, requesting a statement of his account.
Attached are copies of the EOBs received from the patient's insurance verifying that we did bill his insurance.
Please let me know if you need any additional information.
Thank you.
Initial Complaint
09/06/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On sept 6 2023. We arrive and checked in at 1:20 for our 2:30 appt. They had let everyone in who just arrive and checked in and called us at 2:40 pm appt for our 2:30 appt. Yet again was even late for our appt. Being called. Im so confused and felt very discriminated about this situation. They are very unproffesional and treated guest very poorly especially you checked in super early. Whoever was in charge in this location needs so much improvement on dealing on how to get in patients who arrives for early checking inBusiness response
09/07/2023
Thank you for sharing this information with us. The patient checked in about an hour before her appointment and completed her checked in using our on line registration system. The patient indicated to the staff that she came early in hopes of being seen sooner because it was her son's birthday. Unfortunately, we had a full mammography schedule and we could not get her in before her exam time. The patient's exam was started at 2:31pm (appointment time was 2:30pm) and completed at 2:50pm (please see attached encountered history).
The staff indicated that the patient did inquire as to why others were going back before her and it was explained to the patient that we multiple modalities and that we had a full mammography schedule. Patients are taken back based on the type of exam and appointment times, not who arrives first. I assure you that the patient was not skipped over.
We do apologize, if the staff was not professional and polite when speaking to Ms. ********************* I have already addressed her concerns with the appropriate manager.
Please let me know, if you need any additional information.
Customer response
09/09/2023
Complaint: 20565768
I am rejecting this response because:
Sincerely,
************************* came home with pain on the chest on how she was treated in the back room after the complaint i also overheard the technician telling someone about the long wait.Im guessing the technician was either rough with her during her breast exam after we complained about waiting too long. Corazon is 75 years old and dont need to be treated roughly. As i do understand that u were booked i also looked at the time that ************************* was called in the back. First dont lie it wasnt 2:31 more like 2:40. I was frustrated so i kept an eye on my watch for we have been waiting too long. If u want proof pull your video surveillance please do not lie. Your front staff was chewing gums like no tomorrow. Very unproffesional. U might as well have them eat lunch in the front. Im nit picking coz im angry about the situation but if u wanna treat your business profesionally and go with the time alloted to the people that has scheduled appt. Then at least have your staff be proffesional also. Dont pick and choose. I understand coming in early was wrong but I got an email to check in @2pm. So why get called later that 2:30 the appt time. But yet seeing other patients who just arrive getting called less that 30 min after they checked in. That is why im upset about this situation and felt very discrimanated. I will need to get Corazon checked up as she complaints how painful her chest after the exam. I gave her tiger balm hoping this will help but if not, i will need to seek other for help.Business response
09/18/2023
As I stated in my original post, we are very sorry that the patient did not have an exceptional experience and her feedback has been noted and addressed with the appropriate staff. The patient was not skipped over. I am not sure what it is the patient would like us to do.Initial Complaint
08/31/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On 8/15/2023 I went to the ******************* Steinberg Diagnostic Imaging Center to get an Ultrasound for a cervical polyp found during a routine pap smear by my OBGYN. They wanted to know how big it was and how far it extended into the uterus. I told the tech this before the ultrasound and it was on the order from my doctor. When the ultrasound was read by Dr. ******************** there was no note at all about the cervical polyp. All it said was multiple fibroids. There was no talk about how many fibroids, where they were in the uterus, if they were near the cervix. These are things that my doctor needed to know. The test was useless and my doctor has to send me back for more tests now, meaning more time and money because the radiologist was not thorough and did not properly describe the findings in the ultrasound. I am a medical professional who has read dozens of ultrasound results, so I know this was a lazy read and interpretation. To say I am dissatisfied would be an understatement. I paid a lot of money for this, and I don't mind, but I expect the results read properly and thoroughly. I expect to have addressed what I came in there for in the first place which was the cervical polyp.Business response
08/31/2023
Good Afternoon,
I received an email, from the patient this morning and I am currently working on resolving her concern. Thank you.
Customer response
09/06/2023
Complaint: 20549324
I am rejecting this response because: the chief administrative officer ********************* contacted me and said I would hear back by 9/5 about what they would do after their investigation and then I never heard from them again.
Sincerely,
*****************************Business response
09/06/2023
Yes, I did indicate I would follow up with the patient yesterday, but I was waiting for the referring physician's office call so that there could be a doctor-to-doctor ******************* We have not heard back. I am going to follow up with the office again this afternoon.
I did email the patient just a little bit ago this same information. I promise I am working on it.
Business response
09/06/2023
Yes, I did indicate I would follow up with the patient yesterday, but I was waiting for the referring physician's office call so that there could be a doctor-to-doctor ******************* We have not heard back. I am going to follow up with the office again this afternoon.
I did email the patient just a little bit ago this same information. I promise I am working on it.
Business response
09/26/2023
We reached out to the patient immediately upon receiving her email and explained to her that her appointment was not cancelled but rescheduled for later the same day. There was a scheduling error made which was the reason for the rescheduling. Again, the patient is scheduled for her appointment on the same day as originally scheduled just a new time and location.Initial Complaint
07/27/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On July 26, 2023, I had an appointment at ********** **** office for an x-ray of the femur My appointment was for 11:30 when the actual time was for 12:15 I got there a little before 11:00 a.m. I sat till 10 minutes to 2:00 yesterday July 26, 2023, no one assisted me in saying that my appointment time was ready for this x-ray. I had another appointment at 1:30 I was late because of **** not taking care of business. Being a Deaf patient in their facility they don't know how to communicate with me when I'm trying to write something down and explain I've been here on time why is it that I have to sit for 3 hours it used to be you could walk in and get an x-ray and be right out now I have to sit and waste my time that no one can give me back my health is important to me even if it's not a priority to staff in **** office it would behoove them to do their due diligence. Now I don't know if ************************* would be the manager for the Northwest and ********* offices would be who I will contact but I'm pretty sure that ************ Steinberg and family did not build the **** based on this type of envisionment This is supposed to be a cutting edge facility.Business response
08/02/2023
Good Morning,
Thank you for sharing this concern with us. We communicated with the patient at the time of the incident and her exams were completed on 7/28/23.
The patient is correct in that we used to take walk in patients however, that changed at the beginning of the year for many reasons. As a result of this change, our complaints from patients having to wait have decreased significantly.
The bottom line is we made an administrative error which resulted in the patient's long wait time. The issue has been addressed with the staff member and as I previously stated the patient was assisted and her exams were performed.
SDMI does offer translation assistance for patients when requested. Staff indicated they had no communicating with the patient as she was reading their lips.
Please let me know if you need any further information.
Thank you.
Initial Complaint
04/28/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On several different occasions whether it be for myself or my son, my appointments have been cancelled because Steinberg Diagnostics does not do their job right. They call the day before or the day of the appointment to cancel instead of notifying someone in a timely manner so that they may get things situated. However, at the moment the thing I am most upset with is I have been trying to get an appointment and they have been, being cancelled the day before or the day of. I have been trying for two months to get a breast mri done because with my mammogram and ultrasound they found areas in my breast that the doctor is concerned about, and Steinberg has done nothing like they are suppose to. They even tell you that it could take two weeks to get an authorization but they wait till a few days before a persons appointment to send for the authorization and then do not get it right away so that they can cancel a patients appointment. This is very uncalled for. I also work in the medical field and this makes it look bad to others. I am very unhappy with this. But because I need this MRI done I have to deal with this company for this time. I do have an appointment now because myself and my doctor did all the work, but the way that Steinberg handles things is very unprofessional and very uncalled for. And I have heard that I am not the only one having problems with them, but I am reporting them. Not sure about anyone else.Business response
05/01/2023
In chronological order, from newest event on top, there were multiple instances to obtain Authorization for the patient and to avoid rescheduling. We obtain authorization as a service to both referring offices and the patient. We are required to have clinical details from the referring physician to perform this service.
4/28 AUTHORIZATION# DOCUMENTED IN CHART AND SERVICES PERFORMED
04.28.23 CALLED PATIENT (PT) TO NOTIFY HER AUTH STILL SHOWING FOR DESERT RAD. PATIENT IS VERY UPSET STATED WHY ARE WE CALLING 3 HRS PRIOR , I TRIED TO EXPLAIN TO PT BUT SHE JUST HUNG UP
04-27-2023 TALKED TO STAFF @DRS REQUESTING FACILITY CHANGE, SHE IS REACHING OUT TO TEAM MEMBER FOR CLARIFICATION GAVE CALL BACK PHONE NUMBER.
04-27-2023 CALLED DRS, UNABLE TO REACH, FAXED A REQUEST TO CHANGE FACILITY
04-25-2023 AUTH BELOW STILL FOR DESERT RAD CALLED, LEFT MESSAGE TO CALL BACK TO CHANGE AND VERIFY IF WANT BILATERAL OR JUST THE RIGHT SIDE PER REFFERAL ON FILE
04-25-2023 RECIEVED LYNC TO TRANSFER OVER AUTH A190148992 CPT EXP
PER STAFF@DRS ********************
04-17-2023 FAXED DR A REQUEST TO OBTAIN AUTH OR FAX OVER NOTES FOR SDMI TO OBTAIN AUTH
04-17-2023 PT SWITCHED AUTH TO DESERT RAD SHOWING DENIED WILL FOLLOW UP W DRS TO APPEAL FOR SDMI OR RESUBMIT FOR RIGHT SIDE
UNABLE TO SCH STAT
04/04/23 AUTH PENDING CASE # **********, SUBMITTED ULTRASOUND AND MAMMO RESULTS.
03-24-23 FAX REQUEST FOR CLINICAL HISTORY TO DRS OFFICE
03-24-23 PT SCHEDULED AND IS AWARE TO ARRIVE 1 HOUR PRIOR TO APPT AND MUST BRING DRIVER.Customer response
05/02/2023
Complaint: 19994331
I am rejecting this response because: yes, while I was upset about this whole situation, as I stated it was and is not just with this situation that I have had problem. They are unprofessional and do not do things the way that they say that they will. I have had this problem with them on at least three other occasions when either myself or one of my children needed services. This one is just the one that pushed me to the edge, and their lack of concern or help makes it worse. I did yell and hang up, but I also called back after I the patient handled all the in between so that this test could get done. I have worked in the medical field for almost 20 years and this is uncalled for. I understand things happen but I was suppose to have this mri over two months ago, and there was nothing but problems.
Sincerely,
***********************Business response
05/03/2023
We value the patient and their time and strive to create a positive patient experience. Responses made are factual for the services done in the past. At this time, there is nothing further that can be changed for this past experience. We will continue to review processes and make changes where needed in order to ensure we are delivering on our mission, and all future experiences for our community is seen as positive and meets the needs of the patient.Initial Complaint
03/06/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Had an appointment at 4:00 p.m. on 3/2/2023 the lady behind the desk took my name and then stated that we do not have a referral for you at the ****** even though the day before when I made the appointment they had the referral when I asked what happened to the referral she said they never received it and it was up to me to find out what happened to that referral she made it feel like that this was all my fault and that they were not going to do anything to help me I was on my own to figure out what happened to the referral when I called the doctor's ****** they stated that the referral was sent to the ***** sdmi three times that day and when they finally went and looked yes it was sitting there in a pile of other referrals. I did not like the idea that they made me feel like it was all my fault and that they were not going to see me because they did not have a referral even though they did have their referral and from my understanding they are doing this to a lot of patience then when I went back to fill out paperwork I was told that I owed $61 for the procedure even though I was told that I have met my deductible for the year and owed nothing they wanted a complete explanation of how I had already made my deductible which I thought was very very rude this is not how you conduct business if this is how you are going to do business I will definitely let everybody know that that ****** treats people like they don't have a brain in their head and it's all their fault when paperwork is misplaced. Thank you. I would like an apology from the young lady behind the desk and the young lady who demanded the $61 and an explanation thank you. *********************Business response
03/07/2023
Good Morning,
****************** had a 4:30 table time appointment and there was no referral on file. The referral came in at 4:17pm (after the pt called her doctor's ******* and was scanned into her chart at 4:23pm. We typically do not leave patients on their own to try to get the referral, however, there were 4 other pts waiting to be processed, so our admitter did ask if she could call the ****** and try to get the referral faxed over. The **************** Manager also made a call to the doctor's ****** (not sure if ****************** was aware of this). Regarding the request for the copay: Per the patient's benefits, the notes from our PCC team and the fact that we are required to collect at TOS, the admitter did ask for the $61.00 and when ****************** said she had met her deductible, the admitter did inquire how (as is normal of our admitting staff) so she could put her notes in as to why she did not collect. She in no way meant any disrespect to the patient. ********************** test started at 4:36pm and was completed by 4:50pm.
Please note that the staff did apologize to ****************** for the slight delay and inconvenience.
The ****** manager of our ***** Road location is going to reach out to ******************, to discuss her visit.
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Customer Complaints Summary
14 total complaints in the last 3 years.
5 complaints closed in the last 12 months.