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Jeff's GeekBearCave on LJ

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July 16th, 2006

quest diagnostics @ 03:04 pm

Mood: annoyed annoyed


Going throught yesterday's mail, I come across a final notice before collections from Quest Diagnostics...

My feedback to the on the Contact Us page of the website.
your billing and invoicing system is horribly annoying, if I wanted to be 
quizzed and (basically) measured for a suit I would go to a taylor, not visit a 
website to try and pay your bill.

I would like to set you folks up in my bank's payment system, which would shorten 
the cycle between service and payment, but, you can't seem to provide me my account 
number.  without having an account number to note on the check, I cannot be sure that 
the payment that the bank sends will get applied properly.  The only identifying information 
that I can use is the lab code and the invoice number, this is simply GARBAGE.

On several occasions I have requested that your billing support folks recommend that 
Quest be able to send a Statement Of Account, as most other businesses are capable of 
producing, but I see that the system is still inadequate to the task.

Good Luck.


needed to vent.
 
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Comments

 
[User Picture Icon]
From:gr8grizz
Date:July 16th, 2006 08:15 pm (UTC)
(Link)
HOLY SHIT!
Dude, you need some insulin, NOW!
[User Picture Icon]
From:geekbearjeff
Date:July 16th, 2006 08:55 pm (UTC)
(Link)
[hug]
btw, Dave was 281 a few minutes after I took mine.

I took 1 (500mg) metformin after brunch.
It has been about 2.5 hrs since the last measurement, I had a snack in between, its now 121.

I'm pretty sure that the high numbers were the cause of the yelling match that Dave & I had in the car on the way home.

How are you doing?
(no subject) - (Anonymous)
[User Picture Icon]
From:geekbearjeff
Date:July 16th, 2006 10:32 pm (UTC)
(Link)
Hi!
yup, me too!

Quest is in network for me, which is a good thing as there are some very good collection folk about a 5 minute drive from the office.

They do their thing, report the results, I get my copy of the report. I have no problem paying the bill(s), but over the last 6 months, I've had about 7 or 8 sets of tests.

I've gotten about 12 different bills from them, not including the reminders.

It seems that if they collect 11 or 12 vials of blood from me in a sitting and they get sent to 3 different labs across the country, they send 3 different invoices.

To pay the invoices, because there are 3 different lab codes and invoice numbers, it seems that they want me to visit the website 3 different times, entering all the HIPPA-happy info each and every time. On those occasions, I call the billing support folk and have them deal with the payment(s).

Fer G*d sakes! it's 2006 people.

There are literally Thousands of Qualified, out of work, IT folks here in the US, hire some of them and get your billing system straightened out...

Arrrghgrgrh!

eh...
(no subject) - (Anonymous)
[User Picture Icon]
From:geekbearjeff
Date:July 17th, 2006 01:37 am (UTC)
(Link)
sorry.
[User Picture Icon]
From:beartalon
Date:July 17th, 2006 04:50 am (UTC)
(Link)
In other words, no centralized system, and no cooperation between labs. I'm glad I live here. Even if I have socialized medicine, payment for non-covered items is still simple because you either pay before the test or get one invoice from the servicer, who charge back the labs the part of the fees that they deserve for processing.
[User Picture Icon]
From:geekbearjeff
Date:August 28th, 2006 01:11 pm (UTC)
(Link)
Hi!
We're up at camp, Dave is sleeping and I am catching up on LJ posts that I should have responded to weeks, nay months ago...
[hug]
feel free to spank (or something else) me when ya'll are down here.
[I must remember to engage internal/external filters when posting to LJ]...

hum, yeah.

The comment that started this thread was a copy and paste from the send-us-your-thoughts-box on the Quest website, a day or so later I got a call from a senior manager in the client billing department who spent about 20 to 25 minutes listening to me rant and rave and question the lineage of the folks who wrote their software and the upper management of the company. I have no doubt that she secretly labelled me a kook, but I'm OK with that...

She calmly explained that, unless I was a service provider/doctor, they don't create accounts, because, 90+% of the samples that they get in are one time only and it doesn't make sense to create an account and incur the setup costs for one-offs, so instead they maintain the labcode/invoice number system and apply payments one by one against each invoice. They have an automated system, but it seems to rely heavily on people, local people, infact, which I am kinda happy to see.

I'll cut them some slack because they are using US workers to do US work and, it seems, not farming it out to countries outside of North America. ...not that it would be a problem if they sent some of the work up across the border, I would just rather that we, the US, stopped sending work 10+ timezones away...

Jeff's GeekBearCave on LJ

[no user serviceable parts inside.]