My complaint:
My mother has both Medicare and Medicaid. Her bills (for several physical therapy sessions) were submitted to Medicare. After Medicare reimbursement remaining balance was summitted to Medicaid. Cleveland clinic sending bills to mother. I called several times and inquired about it and each time I was told that bills have been submitted to Medicaid and she doesn’t need to do anything about it. Last week the bills were send to collections. When I called Cleveland clinic again (each time its at least 30 minutes wait to speak to someone), I was told I need to contact Medicaid and find out what’s going on. I spent hours getting hold of someone in Medicaid department and found out that bills are missing how much Medicare reimbursed so Medicaid won’t reimburse. I called Cleveland Clinic and spoke to a very unfriendly person. I asked to speak to a supervisor. As soon as supervisor came on line the call was disconnected. I never received a call back. I spend another hour calling back and I was told Pete from escalation will call back. Its been a week and I haven’t received a call back. Its very disappointing and frustrating to get this kind of service. It’s not fair to be treated like this. It seems like our time has no value. My issue is still not resolved and we are at the mercy of Cleveland Clinic to resubmit the bills while my mother has to deal with collection agency.
Suggested solution:
My mother has both Medicare and Medicaid. She shouldn't be receiving bills. By now Cleveland Clinic should know how to do dual billing. They need to contact Medicaid and rectify this situation. There should be an option to request a call back rather than being on hold for ever.
