Baptist Health (another story all of its own) uses BRG. This is about the BRG billing department. I am a (retiring) lawyer, and am angry as hell and not going to take it. In other words, I will beat this issue to death, because there is a clear patten with respect to how they set up their billing.
BRG outsources their billing to some company that hires workers In the Philippines. What I found was more important than the details. I have documented it all pretty well. What I found is a systemic problem - a system that deliberately obstructs communication and resolution of any billing issue. The workers on the "front line" are given a script and cannot resolve anything. The company has another department that allegedly deals with "escalation" - the front line workers call that "the back office". The front line are not allowed to call and actually talk to anyone in the back office, but must email. The back office never responds to emails and nothing is resolved. Of course, the front line workers are also not allowed to tell the patient/customer what company they work for. This has happened every time in the many calls I have made, and I asked each worker questions about the process and won't stop asking until they go off script and answer them. Oh yes, this last "supervisor" promised to email me after we hung up. He did not. Of course.
The pattern is too significant for it NOT to be a deliberate way to prevent communication and resolution of issues. I would imagine that most people just give up and pay what is claimed owed, regardless of whether it is legitimate or not. I've literally spent hours and hours on this, and almost hope that they actually file a lawsuit. I will counter-sue showing this pattern (there are both common and statutory laws that apply). It will probably cost me more than the $200 they claim is still owed, but this has to be stopped.
The CEO and registered agent of this company is a radiologist named Joseph H. Kleinman, M.D. He is not able to be reached either, of course. So I will await a lawsuit, since I am quite sure this will never be resolved, no matter how many times they call and how many times they supposedly "put collections on hold for 30-45 days." And the front line workers never provide a status update without me calling them. The status never changes. This has gone on for for nearly 6 months. read more