Date: May 7th.
To: Director of Laboratory Outreach Operations Muir Lab
5003 Commercial Circle
Concord, CA 94520
Reference to Account # 09L32151979
Dear Muir Lab Director,
On Nov I was feeling stomach pain, nausea and dizziness. I looked for help and was told that Doctor Jesus Saucedo would be able to help me after hour and the charge would be as if I had been to a normal doctor office. Also that he was part of the Physician Hills network.
About myself: Unemployed, Latin and have lived in the West Coast for the last 2 years. Have felt some sort of dizziness, cramp and noxious in certain specific occasions. More exactly, I was taken by a terrorist while working in the IA, because a unscrupulous supervisor R. Kilburg decided to stalk me while I was living in the Mid West. Every time I see policies, I feel dizzy, feel bad and have been trying to recover from the frightening feeling.
While at the doctor office: Doctor J. Saucedo checked me up and gave me a Laboratory Requisition to visit the Muir Lab, he stated that it was the best lab for me to visit.
Nov 17th - Still dizzy, I headed to the Lab located at 120, La Casa Via in Walnut Creek, CA, the place he had circled. Still dizzy, I handed my Hills Physician medical card to the lab assistant (I was told her name is Shana or Erika, one of the two) who got my card. At this moment, I asked her if the card was accepted by the lab. She looked at it, scanned and said it was o. Kay. I asked her if it was a good one _ meaning if it was accepted by the plan so I didn‘t need to incur in any extra charge _ she replied it is okay and after scanning it, she delivered it back to me.
After a couple of weeks, I headed to Brazil, home town, where my mom had been in hospital for a couple of months. When I returned to the US, I got a bill from Muir Lab, balance of $388.47 for the service done.
February - Still hurt and worried with my mother’s illness condition, I returned to the Muir Lab in Walnut Creek, where the Lab assistant told me she had nothing to do with the bill _ despite the fact that when I handed the card, she said it was ‘okay’.in my humble understanding about North America way of living and insurance network, an okay would mean that everything is fine and given the fact that Americans do understand that health bills may bring a headache, It was my understanding that she meant it was accepted by the plan _ As it is in Quest Lab _ located just some hundred of meters away from Muir lab.
No compromise, no commitment whatsoever from Lab assistant - It surprises me how comfortable it is for the lab assistant to hold the card back to me and to have no liability whatsoever how it works. Funny enough, the next day I returned with another card _ this one from Bradesco, unknown here in the US _ and asked if the lab assistant would accept it. She looked at it quite surprised and said that she would need to check about it. Surprised I was… as I had heard on the previous day that ‘they accept all cards! ”. So, it appears to me that the message underlined in this supposed courteous statement implies that “Well, we accept all cards, assuming that they are valid here in the US, because if we/Lab don’t have any agreement with the card insurance company, it will be up to the client or the client’s insurance to pay for it”, so it is a ’win win game’ for Muir Lab _ a courteous statement that has a profit underlined, correct? In detriment to the customer’s good faith that an okay from a professional would actually mean “all is fine, you will have no charge, which was my case“.
Summary: In the way I see this aloof approach toward the handling a patient’s card is _ subliminal meaning: _ “We accept it because we know that if the insurance company doesn’t cover it fully, it will be up to the patient’s pocket to be dragged in a big bill and pay for it”.in other words, we/Muir Lab gain anyway. This way, The company’s statement becomes more clear and leaves out ‘the democratic and generous’ fake meaning that they want patients to believe.in other words: They accept ALL Cards, as long as somebody else will pay for it. As long as they know that the card has some sort of ‘credibility in the area’… Would like to check: Try to arrive at their Lab with a non identified ‘health insurance’ card to see if they won’t stop the billing process.
It is my understanding that the ‘quick and non committed’ way that the Lab attendant deals with handling the insurance cards is due to the fact that Muir Lab has no interest whatsoever in telling the customer that the service will not be fully covered by the Lab. Or at least leave a message outside in their waiting room. ‘Have you checked with your insurance card if this the lab that will cover you 100%”. Being a patient, feeling pain and dizzy, isn’t that enough for one to handle? How many complaints do they receive about the same issue? No way to be more pro active??? Helllloooooo…
I understand that the Lab can Not Refuse Any card (*) but they could, indeed, Inform that there would be some expenses. Keep in mind: Brazilian Bradesco card Refused, yes! Potential chances show that my Brazilian Bradesco card was not going to be accepted, of course! The attendant said, well, I need to check about this Bradesco card… so their initial statement was invalidated when they saw a card that wouldn’t bring the customary profit, do you agree?
Suggestion: This so called professional establishment could inform to the customers/clients: “Although we can not refuse any card, we need to inform you that our company doesn’t cover your insurance fully”. And then proceed, Are you still interested in doing the blood work with us?
Wouldn’t that be a more decent statement that matches to what we hear about Muit Lab? A professional, caring, community-based laboratory committed to convenient and comprehensive testing throughout the greater East Bay?
It seems to me that if the Lab Assistant were liable for the bill _ if she had to pay for not informing or not being fully interested in providing the most accurate information _ that she would be more interested in providing an efficient information to the customer’s questions. After all, let’s be practical, it is very comfortable just to hold the card, scan it and tell the patient “ Yes, it is o. Kay’ and to proceed to the next room, without even worrying if the patient’s question needs to be answered properly. As a triple minority, i am constantly feeling cheated. WOMAN, LATIN/MIXED RACE and SINGLE/BY MYSELF … I don’t know what pattern behavior triggers on others when they hear my accent… for I am constantly having to deal with issues related to bills that are wrong or were mistakenly charged.
Action taken - I called 1-800-365-0609 - Anthem Blue Cross on 29th April at 11:03 A. M - Corey suggested me to stay on line to file an appeal. It took me a while because I have been dealing with issues related to my mom’s demise. None of your business, for sure, but something of paramount importance for me.
Quest Lab is located less than 500 meters away/Full coverage in my insurance - I heard from other sources that the representative at the Muir Lab could have explained to me that the card was not covered completely.
Mother passed away a couple of months ago - Still mourning about family issues but having to deal with this bill that I don’t know how to pay. I was dizzy and noxious at the time I went to the lab. Isn’t the attendant non responsible approach somehow comfortable?
I understand that a Lab is not a store, but there is a change of goods, a service was rendered and a payment was made through somebody, although the Lab attendants are not the ‘billing sector‘ - But if we go to a store and I give a card, they will accept it given the fact that the transaction will be good. Service rendered and money paid. A trade was done. Having one person to receive the card (simply receiving it, without any responsibility!) makes the whole business a PROFIT environment pretty well covered. Amazing to see that the Bradesco Brazilian card caught her eyes, where is the generous service of just accepting the card??? I wonder why… ….
Every time I go out, I need a tape recorder, because once I open my mouth, I may be screwed up by somebody. It is amazing the amount of people _ professionals _ I believe they are called, who have no interest in letting me/others know about rights.
My website will be called: “Not gorgeous but everybody wants to screw you”… I am about to open it and would love to count on you as a future partner… I still trust your company, despite the fact of being pretty frustrated and sad.
I need your help… waiting for your reply!
Last but by no means least - At the front desk, there is a message stating that Muir Lab staff is asking for an Id every time a patient comes to the Lab _ So, if the Lab is taking the time to check on patients regarding their identity, wouldn’t it make sense to inform them about the insurance coverage? I don’t think it is to ask too much….
Waiting for your reply,
Sincerely,
Barbara V Muniz - Cell ph# 925-705-2770 - date of birth: 9/1X/1959 - Guarantor name: Ke Kapl
Address: 1XX Northcreek Cir
Walnut Creek, CA 94598
Amount to be charged to their receptionist and to Muir Lab system, not to me: $ 388.47
Agon trap???
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