If I could leave a ZERO REVIEW I would!
I've worked in the medical field for over 15 years. I know what questions to ask and I understand how medical insurance works.
I had two referrals from my concierge physician for radiology scans. The first one was done in November 2024 and they called my insurance to make sure it was approved before scheduling. During the phone call to schedule I was told I had a copay of $65. Great, no problem. I asked if there was any other patient responsibilities such as deductible or coinsurance and I was told no, just a copay. Had the first scan done and again same procedure for the second scan. They verified with insurance and then called me to schedule. This time they said there was NO copay. I asked again if there was any other patient payments I would be responsible for and was told no, it was covered at 100%. I was shocked that I did not have a copay for the second scan that I had done in December 2024.
Fast forward to 3:04 PM on March 24, 2025 when I called Riverside Imaging because I received a bill for several hundred dollars. Abigail answered my call and was super sweet. She looked up my account and the notes and said that I should not have received a bill because the internal notes indeed showed that I was responsible for the $65 copay on the first scan, no copay on the second scan and there was no coinsurance or deductible I was responsible for either scan. She said she would let the billing department know to remove this and she apologized for the inconvenience.
Then a week ago I received a pre-collection notice. I called Riverside and I immediately noticed a difference. I was told to call the billing department and they would not be able to help in office. I explained that I had spoken to the office a little over a month ago and she said that I needed to call the billing department. I called and left a message with billing. You know those super aggressive debt collectors? That's what it felt like when I spoke with Leslie in Billing. She told me that I never spoke with anyone in March, that there were no notes to support this (however in March on the phone call she read back to me the notes from when I scheduled regarding the one copay, no deductible, and no coinsurance). And that basically I needed to pay up. Then when I found my notes on the call, Leslie told me she didn't even think there was an employee named Abigail and she'd call the office and then call me back. The attitude, the skepticism, and the rudeness was without a doubt one of the most unprofessional phone calls I have ever had with a medical office. I will also be leaving a complaint on the Better Business Bureau for Riverside Imaging. read more
