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My mother changed facility because we moved. Her previous facility will not resubmit her last two months (June and July) of room charges correctly. The insurance requires that the bills come from the facility. So, my hands are tied. I have sent 3 emails and copied management and still no resubmission. Do I need to contact their CEO to get this resolved?

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I would contact the CEO and cc every person that has ignored your requests. I would tell them, via an email or certified letter that you are going to be filing complaints with every agency (look them up and list them) that governs them and writing truthful reviews all over the place.

Do it all in writing otherwise it is a he said/she said and they will always support their staff, they are too hard to come by so they can get away with far to much.
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Reply to Isthisrealyreal
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yes document everything!
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Reply to Ohwow323
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There must be a manager of their billing department. If they don't do it correctly they don't get paid. Thats their problem. Make sure you keep a record of everytime you talk to someone especially who you talk to. Everytime you get a bill, send it back with a letter stating that they must bill the LTC insurance directly and their address. And say in the letter how many times you have made them aware of this. You may have to send it certified-registered mail so you receive a signature back.

Usually ALs are a chain and as such the billing is offsite. You need that address and contact. I would say billings are printed off and someone puts them in an envelope and mails them. You need to find the person who is the accounts receivable mananger. The person who is in charge of making the books look clean. They should have no problem printing off these bills and making sure they get to the LTC insurance. Or making sure the address in the system is correct.

Do not pay this. Its getting to be the end of the year at that facility is going to need to explain to the auditors why this amount of money is still unpaid. You may want to try your State Ombudsman to see if they can help. But all billing departments have a Manager who is responsible for the accounts and keeping them clean.
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Reply to JoAnn29
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I think I would make it clear that they will not be paid if they cannot submit correctly.
What seems odd and unclear to me here is that apparently BEFORE this move they were able to get their charges in correctly? I am wondering what has changed?
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Reply to AlvaDeer
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BonnieG Oct 8, 2024
The change is, that she is no longer a resident there and I have paid her balance. They don't care if we are reimbursed or not. I have sent them another email and asked for the name of someone at their corporate office who could help me. Now, they seem to be jumping through hoops to help.
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Had this same problem with my momma's assisted living facility. We are billed first by the facility subtracting out of our checking account and then we get reimbursed. Mine you that is almost $6000.00 a month and now it has gone up to well over $6000.00 a month. Back in January we did not get reimbursed for Jan., Feb and going on March. That was almost $18000.00 coming out of momma's checking account. She has a good amount of money on her long care policy and I make sure we use every dime of it! Also, they were over billing us on certain services. I complained to the Ombudsmen and also the director of the facility. Did get credit for the overbilling. Now they send me a copy of their paperwork showing they have faxed the bill to the long term care insurance people. If I don't get documentation I e-mail the billing lady which in my opinion is worthless and cc the president of the facility. After all of that I still have to stay on top of them to make them do their jobs.
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Reply to akababy7
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