Sometimes It Just Takes One Phone Call

Navigating the healthcare system is challenging. Patients are already going through difficult times navigating a complex healthcare system. Imagine when they get a surprise medical bill in the mail!

I found myself in this situation two months after I delivered my daughter. I got an additional $650 bill. I was shocked as I had made sure I was at an in-network hospital. I put on my advocate hat and reviewed the bill. I found the bill was from the pediatrician who had conducted the hearing/screening test for my daughter in the hospital.

How could this happen? I was so careful to make sure all the rules were followed. I even called my insurance company prior to the delivery to confirm that the hospital was part of my insurance network. 

So why did I get this bill?

As a new mom, I was already busy with my newborn and did not need this ‘surprise’. My husband, also confused, asked, “Why did the insurance not cover this one exam?”

I called the pediatrician’s office. After explaining my problem, the office assistant said that the pediatrician was not in-network with my health insurance, so I was responsible for the $650 bill.

“But the pediatrician showed up to my room after I delivered my daughter and was wearing the hospital badge? If I knew that the pediatrician was not ‘in-network’ with my health insurance, I would have requested to know the cost of those services or if there was a doctor who was in my network to see my baby.”

There was silence for a few seconds, and the office assistant asked me to hold for a few minutes. I was on hold for about two minutes when the assistant came back on the call. 

She said, “Don’t worry about the bill, forget about it.” 

“Could you repeat that please?”

The office assistant stated, “I talked to the pediatrician, and he said forget about the bill.” 

I realized this was a “wow moment.” It just took a few words to wipe out a $650.00 medical bill that, in fact, I was never responsible for in the first place.

Most people would not know it is ‘ok’ to question a doctor about a bill. But as an advocate I knew that making a call, finding out the facts, and advocating for myself when I realized I was wronged is important — mistakes do happen.

I hope when people read my story, they will understand that they do need to advocate for themselves. If they need help, there are Independent Patient Advocates to help them and their families to navigate a complex healthcare system and question things when they do not seem right.

Bio: Omozogie Asiruwa, MSN, PHN, RN is a patient advocate who lives in California and provides medical guidance.