this is the song that never ends

This week (note: actually, last week) began with a pathology bill for $441.  I reviewed it then went to my insurance website to see the claims for the procedures.  Not one was listed.  So, I called my insurance.  They called people, plugged numbers in, put me on hold, said they were having to call someone else, put me on hold again, and eventually told me that none of the procedures I was being billed for had been submitted to them, nor had they paid out the $333 the bill showed them as having done.  Insurance companies don't forget when they pay out money; clearly, they were telling me the truth.  It was suggested that I call the pathology office.

When I called the pathology office I was told that they had sent everything to my insurance.  I asked them to read off the insurance information they had for me - all was correct.  Again, they told me it had all been billed properly.  I insisted that they resubmit everything to my insurance.  They did it the following day.  Today I went back to my insurance site to check my claims (because of another problem - more on that later), and my insurance is showing that because I've reached my out-of-pocket maximum for the year, they are paying for absolutely all of the procedures on that bill (which was supposedly already sent to them).  Good news, right?  Totally, but here's the thing - I had the time and energy to check up on these medical billing idiots.  Not everyone does.  This system does the most damage to the economically vulnerable.  Also, for one section of the bill I was being charged $140, but they accepted only $49 from the insurance company.  An insurance company worth millions was charged 35% less.  This system only benefits the economically secure.  The medical system in the U.S. is unjust, it is morally repugnant, and it is not improving.

On to why I was back on my insurance website today.

Today I received an $812 bill from my urologist's office.  Let's keep in mind that I've reached my out-of-pocket max.  Once again, I went and checked the claims for the bill, but this time, I found them all.  Then I realized the problem - the procedures were from February, and in fact, they were showing them as being past due by 31-60 days.  So, yes, the charges appeared to be accurate because they were considered in the total of my out-of-pocket.  But then I realized that they were showing a simple cystometrogram on February 28th.  That was the day they made us wait for over 2 hours before being seen, and I remember how absurd it was because I was only there for one thing.  I had to get my catheter taken out by the nurse.  That was it.  No tests, no doctors; nothing.  I called the billing office (which is not the doctor's office, mind you) and was told that they must have performed the procedure during my surgery on the 21st and it just went through billing late.  The only problem with that explanation (and I mentioned this to the woman I was speaking to) is that a simple cystometrogram is a test which checks your bladder and voiding pressure and requires that the person urinates onto a special device.  AND YOU CAN'T TEST THAT WHEN SOMEONE IS UNDER GENERAL ANESTHESIA.  I was told I needed to contact the doctor's office directly.

I've called the doctor's office and left a message.  If I get a call back, I imagine that it will be when I'm not at home.  I don't mind paying my bills, and I probably will own this money, but how can I trust any medical bill I receive when there are so many errors?

For the internet record - I have not raised my voice or cursed at any person I have spoken to on the phone.  Regardless of any internal screaming, on the outside I am professional and polite - not because I'm a good person or because they are "just doing their jobs" but because I know it doesn't help my case to scream at them.

But there's more!

I heard from the doctor's office.  It turns out that their computer system had a glitch and put the wrong service dates on their billing.  So, the bill is accurate, sort of.

While I was wading through my claims, trying to figure out if my urologist's office had double billed me, I noticed one partially paid claim that I never got a bill for.  It was a hospital lab from February that showed I owed $170.  I also noticed that I paid $3,641 to the hospital for my surgery, but my actual cost came to $3,136.  That's a big difference.  When I called the hospital I was told that they bill labs and hospital charges separately (with different account numbers), and yes, I had an outstanding bill for $170 through the lab billing.  I was then told I needed to talk to hospital billing regarding the $500 difference.  I was transferred over and surprise! I had to leave a message.  I called the hospital back to see what department I needed to talk to about paying the $170 lab bill and the same woman acted like I was insane because, "I already transferred you over to her."  Apparently, although labs and hospital billing is separate, with completely different accounts, and I have an overdue bill on one that would be more than covered by my overpayment in the other, you must talk to the same person to clear up any billing confusion.  And I'm the one who gets treated like a moron.

This took up four hours of my day.

That was on Thursday.  On Friday, I called and paid the $170 I had never been billed for (confusingly, this time I didn't need to be transferred to anyone).  And although I never had my call returned, our $500 overpayment was miraculously refunded to our credit card.  Then on Saturday I got a bill screaming that I was past-due on a bill from my first surgery.  The bill was dated April 14th; my check to them for the full amount cleared on April 6th.  I called this morning at 8:45 and spent 19 minutes on hold.  When the automated system offered to transfer me to a voice mail to leave a message and get a call back, I accepted that option.  When transferred, I was told by another mechanical voice that the mailbox was full and the call was cut off.  I called back.  After 20 minutes on hold, I was automatically transferred to a voice mail which wasn't full.  That was three hours ago, and I have not heard back.

I realize this post may feel rambling and confusing, but that is exactly how my experience with these medical billing offices have felt - unending and completely baffling.

 - Insert a million curse words here - 

I just got a call back about my past-due bill which I already paid.  First off, I was called by my first name.  Here's a tip for anyone working in an office: it doesn't matter how the phone is answered, you call the person you are speaking to by their surname.  Second, I was told that although my check cleared on the 6th (I have a scan of the cancelled check), it wasn't processed until the 18th and the new bill was processed on the 14th (as if it's all perfectly fine that their office is so poorly managed).  I was breezily told, "You don't owe anything, information just got crossed in the mail."   - Insert a million more curse words here -