danny K.
WARNING
WARNING: Do not let what happened to me happen to you. And though there were many kind and helpful employees that tried their best to help along the way, the UCLA billing system is simply designed to simply... bill. Background for my situation and suggestions on how to make sure this doesn't happen to you. My GP sent me to UCLA RONALD REAGAN for an ultrasound (possible hernia). Prior to the procedure, I called that office to ask what my out of pocket costs would be. I was told that my out of pocket would be zero and that I was covered by my insurance. Had the procedure the next day. Two weeks later, I received a bill for $1806.00. ($3000 was billed to Blue Cross who paid nothing but made UCLA only charge the "discounted" price of $1806. And I had not met my large deductible so am responsible for the full 1806.00) Immediately made calls to UCLA billing who forwarded me to special radiology billing who told me that the person I spoke to re out of pocket costs should not have given me that information and had misspoke. I then asked what the cash price (sans insurance) would be - was forwarded to another department and was told that it would be $630.00 (still about double the cost of most independent labs). I suggested that I would pay the cash price but then told I was "too late", and that I would have had to decide to pay cash prior to the procedure. Logic anyone? Blue Cross suggested I have UCLA "retract the claim" so I could pay the cash price (told me UCLA has ability to do this) however, I was then told by RAZ @ UCLA PATIENT BUSINESS SERVICES that it is against UCLA policy to retract claims. When asked why Blue Cross would suggest UCLA could do this, was told Blue Cross doesn't know UCLA policy and would rather "push the situation off onto the provider." (Entire system not designed for consumers' best interests) UCLA has created a "Customer Experience" department to deal with these types of issues and the person that helped me was as helpful as she could possibly be. She also told me this unfortunately happens too often and that there's really nothing that could be done. She suggested that billing could make an "exception" but I hit a brick wall. Which makes sense. Why would UCLA give up an extra $1200.00 if they don't have to? STEPS TO TAKE SO THIS DOESN'T HAPPEN TO YOU Even if you have insurance, find out what the CASH price is for whatever procedure you're getting. This will likely take multiple calls and a few days of your time. BE A PATIENT PATIENT. AND BE PERSISTENT. UCLA would rather not have you pay cash. They can and will bill insurance 5-10x that actual cost. Then find out from your insurance provider (NOT UCLA) what the costs will be if the claim is made (this will of course be based on your personal coverage and deductible so get the answers you need prior to the procedure) If you are in the UCLA system (have a UCLA GP) they will always send you to a UCLA lab for work and will AUTOMATICALLY BILL YOUR INSURANCE. YOU ARE IN THE SYSTEM SO THEY DO NOT HAVE TO GIVE YOU OPTIONS OR ANY INFORMATION...UNLESS YOU ASK. And even if you do ask, as I did, make sure you ask the correct people and the correct questions. And finally, do your homework (which is why you're on Yelp right now), there are many friendly, helpful and reputable independent providers for these services that will be way more affordable than UCLA (especially, if like many of us, have relatively high deductibles).