ComplaintsforSt Luke's Urgent Care Center
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Complaint Details
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Initial Complaint
09/07/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
On June 4, 2022 I vistied St. Luke Urgent Care due to an impacted ear needing irrigation/cleaning. I had no issue wih the care I received at the clinic. Unforunately my insurance provider (******) denied payment stating is was an Emergency Room visit, not an urgent care. Upon further investigation I leanred that St. Lukes codes their Urgent care visits as ER visits when submitting for insuramce reimbursement. This is evident if you search google reviews as there are many patients who have had the same billing issue. I ahve contacted St. Lukes billing office three time asking them to resubmit with the correct Urgent care coding, but they have not done so to date. I appealed the charge with ****** and was again denied statinmg it was coded as an ER visiti and they would need to resubmit with proper coding in order to pay the claim. St. Luke account ***********Business response
11/07/2022
Hello *** ******
I am sorry for the delay in responding to your concern. There are always issues when organizations communicate electronically. Unfortunately, each employer and their plan has to be entered correctly at ****** in order for them to recognize a claim as urgent care instead of an emergency visit. Hospitals also have to code correctly. We are contacting ****** regarding your issue. We will contact you back soon with the feedback we receive. In the meantime, my number is 314-205-6474 if you would like to discuss further.
Again, thank you for your patience. We will be back with you soon!
Customer response
11/08/2022
Complaint: ********
I am rejecting this response because: While I am hopeful they will get this resolved, I have had numerous people at St. Lukes billing tell me they would contact ****** and nothing has ever happened. I wish to leave this complaint open unitl there has been a staisfactory resolution rtaher than a commitment to "Contact ******" and try to work it out.
Sincerely,
******* *****
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.