TeamHealth — Horrible customer services
My dad visited the ER of Regional Medical Center on December 24th, 2019. Then around March 2020, I received the bill from TeamHealth Alcoa Billing Center through mail notice that we owed the doctor 1, 325.00. So I go to their website right away and tried to reach out to their representatives via live chat to ask them if there were any mistakes on their bill, since my dad had Medi-Cal Insurance and it's supposed to pay for all of the Emergency services. After providing the insurance ID number, the representative said that they would get the bill out. And they did get the bill out after a few days.
However, around the end of May, I checked my dad's phone and found out that they sent the notice about the bill again, which means that they put the bill back into their system without any explanation. So I tried to reach out to them again through live chat again, this time they told me that "my bill is not verified by the payer". So, I think that there must be a mistake in their billing process. Then I called their customer services to ask them for an explanation on that, they only said "My bill is not verified by the payer" and they told me to call my insurance. (Since TeamHealth refused to call the direct phone number provided by one representative from Medi-Cal). So, I called my dad's insurance for three times just to found out that Alcoa Billing Center sent the bill to the wrong medical group, Medi-Cal representative also provided me the information of the right group, which was also the information on the back of my dad's insurance card. After that, I called back to TeamHealth customer service and transmitted the explanation and the information from Medi-Cal to them. However, a few days after (which was a day before the due date), when I went online to check the bill again and turned out that wrong bill was still in their system, so I reached out to their customer service again via live chat, then their representative just told me to disregard that bill until they got the response from my insurance, since they had just sent out a new bill to the right medical group.
So I have patiently waited for a month with the hope that they will make it right this time and the bill will be cleared.( For over a month waiting and got the message from them every week with the notice that my bill was past due). Finally, on the day they sent another mail to my home notice that my bill was past due without any explanation on why Medi-cal didn't pay for them again, I decided to reach out to them again via live chat and sadly no one reply to my question. The day after, I frustratedly tried to reach out to them again, but no one reply my message.
I know that it's wasted my time to call TeamHealth customer service again because they don't want to explain anything to me, they also refused to call and work with Medi-Cal on the billing issue. (As what I said I called back and forth my dad's insurance and TeamHealth customer service for three times. And Medi-Cal said that the bill was suspicious, it's not our responsibility, Alcoa Billing Center should reach out to them and work with them, but TeamHealth representatives refused to give Medi-Cal any calls.).
I wish that I had recorded the conversations between me and TeamHealth as well as with Medi-Cal. But I did screenshot the recent conservation between me and TeamHealth in case of reaching out to attorney. I will call Medi-Cal again for my dad on his day off and recorded our conservation. But hope that during this time, TeamHealth can give us a clear explanation on this bill.
IS IT THE PATIENT RESPONSIBILITY TO FIND OUT THE ISSUE IN YOUR BILLING PROCESS? IS IT OUR RESPONSIBILITY TO FIND OUT THE REASON YOUR BILL IS SUSPICIOUS TO THE INSURANCE? WHY YOUR CENTER SENT OUT THE BILL TO THE WRONG MEDICAL GROUP FROM THE BEGINNING BUT YOU GUYS STILL REFUSED TO TALK WITH MEDI-CAL AND REFUSE TO GET OUR BILL OUT FROM THE SYSTEM? NOW THE BILL IS PAST DUE BECAUSE I HAD TO WAIT FOR YOU GUYS TO FIX YOUR MISTAKE IN BILLING OUT? WHO IS GONNA TAKE RESPONSIBILITY FOR MY CREDIT SCORE? MEDI-CAL WON'T PAY FOR YOU GUYS BECAUSE YOUR BILL IS SUSPICIOUS, IF YOU GUYS DON'T WORK WITH ME, I WILL WORK WITH THE U.S ATTORNEY GENERAL.