ComplaintsforEllis Hospital

• Initial Complaint

  11/29/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 10/28/21 , I was seen at Ellis Urgent Care September 2023  I started getting billed because Worker's Comp did not pay it.    It was denied due to "untimely billing," on the part of Ellis.    The ***** group provided a Board denial letter that specifically stated "untimely billing," and that I could not be held responsible for this. 10/16/23 (5 days after I received the decision from the Board to ensure Ellis received it), I called Ellis they stated they had not received the decision letter AND gave me the wrong email address to send it to.  I had to call back on 10/27 after getting no response only to learn they gave me the wrong email address. I sent emails to ******************************** on 10/27, 10/31 and 11/3, provided the determination letter (attached as pdf) and asked for them to cease billing me.  I can provide all of those emails if you’d like me to forward them.   I have not received a response despite adding a request for a "read receipt." It wasn't until I called on 11/1 that Cynthia could see the notes indicating it was received. 11/8/23.  I called ###-###-####.I was transferred to Cynthia.  In the notes, she could see “they” received my emails and it was “under review.”  She put a hold on one bill (the one that went to the 3rd bill) but did not put a hold on the second bill as it has not quite printed yet. I did tell her I did not want to get off the phone without a resolution. I asked to be transferred to those who are reviewing this case.  She said it is "management" and she is not even allowed to speak with them.  11/9/23 I received a text message indicating that my bill is now past due.  11/13/23, I was finally connected to Marisol.  Marisol told me this was resolved.   She said she notified billing that this "had to be written off," and the information was on the spreadsheet and notes.  She was sending another message back to the hospital and she also stated, "people need to read their notes."  The reference number she gave me was ********. She also gave me her direct line ###-###-####. 11/20/23-   I got a voicemail again from Ellis. I called back and spoke with Cynthia who proceeded to tell me again I am getting billed. I gave her Marisol's number and reference number from last week indicating this was to be "written off and I would not be billed."  The reference number is ********.  Cynthia then said there's no record or notes on that. 11/29/23- I called Ellis and was told there are "no notes," and that they will forward my concern to management. I have now left 3 messages (11/21, 11/27 and 11/28) for Marisol and she is not returning my calls. The bills I am referencing include ******** ($562.95) and ******** ($11.00).The Guarantor Acct number is *******-1

  Business response

  02/12/2024

  We have resolved the account to zero.   Sharon F******,  our lead for self-pay called the patient and apologized and sent her proof that the account is now resolved.

• Initial Complaint

  12/27/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had a baby 5/17/21 at ******** woman’s hospital. The insurance company had it listed as out of network and never processed the bill. I received a phone call from Ellis Business office stating I needed to pay them. I asked them to call back next week as I was on vacation and unaware of a bill. An hour or so later, they sent it to collections. They called me back and asked for money. I did not know it was collections so I began asking questions and I found out they were calling asking for money when it was in collections already. I worked with insurance to get issue resolved where it said the provider was out of network - it was a network glitch on their end. They advised 30-45 business days until next system refresh then they can reprocess. The amount I owed was 3300$ and change. Insurance sent bill to Ellis and now Ellis is claiming I owe 7000$+ for the SAME bill even after insurance just provided them more money. This office is so unpleasant and this is unethical. Every person I speak to is rude. I need help intervening with them. I have asked for a detailed receipt from hospital they will not provide anything further than a line item and the total bill amount. I am attaching the document from my insurance company where the bill says 3900 and statement date of December. This amount is higher than the original bill. ***** just paid them so logically, my bill should be less than original bill. I am available to discuss further over the phone, my number is ***********

  Business response

  01/24/2023

  We reviewed the account for ***** ***** and found MVP and ***** are both paying as primary. ******** must contact MVP & ***** Coordination of Benefits Department and update ***** COB. Once that is done the insurances may re-process his claims and could pay differently. I will at this time put the account on Hold for *****. Please let myself and Jenn M****, Manager know when this has been done. I am willing to contact ******** or is this something you would do? I await to hear back from you. Thank you, Marie A**** ELLIS Financial Office 433 State Street (3) Schenectady, NY  12305 Direct Phone:  ###-###-####

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