Baylor St. Lukes Medical Center - McNair Campus - Houston, TX - Houston (TX)

1 /5 Julie Burlew: My son had surgery at CHI Baylor St. Lukes Mc Nair campus on 9/27/24. The medical care at CHI Baylor St Lukes is excellent but the outsourced billing department boarders on unethical. We prepaid our co pay for surgery and we were charged excess of $1911.45. It was reported on My Chart a refund was due on 11/5/24. Blue Cross Blue Shield paid this claim on 10/16/24. I have spent hours on phone and multiple phone calls attempting to get a consistent answer on when I will receive my refund. I have personally gone to billing office representative at the McNair campus. I have placed a complaint at Patient Relations office. I have called the corporate outsourced billing office and still waiting for my refund check. I called the corporate Ethics line and individual took a report and told me to expect a call by January 27, 2025 . I guarantee you that if I owed this much money to CHI Baylor St. Lukes and my account was this delinquent I would have been long sent to collections long ago. It is such a shame that an organization with such outstanding medical care will not treat patients with same respect when it comes to their financial services. I doubt this review will receive a response. But if someone at CHI Baylor St Lukes reads this you can contact me at 650 773 2979.

5 /5 VH: I really liked my experience here while going through my health issue. My doctor (Dr. Claire Hoppenot) is very professional, and performed my surgery excellently. I like her professionalism, kindness, and calm demeanor. I came from Houston Methodist because they were price gouging the cost of the surgery so my medical cost sharing plan (Sedera) was not going to cover it, because they only cover fair pricing. Savvos, which is a company Sedera works with to find fair pricing for members, found Dr. Hoppenot and Baylor St. Lukes which offered fair pricing. I was able to get my surgery at an excellent facility that cares with an excellent doctor that cares as well. I see St. Lukes as a facility that cares now and is not part of the problem, unlike the other hospital and their price gouging.

5 /5 Kenny Phan: Thank you for taking care of my ill father. Patient care was amazing, he was always being checked on by staff during his time in the ER and when he was admitted. Doctors and nurses made sure he was comfortable, and was working with Houston Methodist to get his medical documents, since he didnt receive the same care, due to not accepting his insurance when told they did. After along struggle doctors got hold of the medical documents that were being withheld, and started treatment immediately. Got referred to a specialist that is very professional. Took the time to explain and answer all questions, and the treatment duration. Amazing hospital and staff.

1 /5 M Han: To Whom It May Concern, I am writing to express my frustration and dissatisfaction with the insurance and referral verification department at Baylor. My experiences with this department have consistently been negative and unprofessional, to the point where it has severely impacted my ability to trust the efficiency of your institution. Each time I have an appointment, it becomes a major ordeal due to the inadequacies in your verification processes. Here are the key issues I have faced: 1. Incorrect Insurance Status: Today, I received a call from someone in your department claiming my insurance was inactive. I immediately contacted my insurance provider, who confirmed that my insurance is active. When I attempted to call the representative back, the callback number she provided was invalid. After spending 15 minutes navigating your phone tree, I finally reached her, only for her to ask me for the phone number of my insurance provider. How does your department not have the contact information for major insurance companies when this is their sole responsibility? 2. Repeated Verifications with No Resolution: On a previous occasion, two different people from your team contacted me before a procedure to verify my insurance, and both confirmed that it was active. Yet, when I arrived for the procedure, I was informed that my insurance had not been verified. This caused unnecessary delays, forcing me to wait two extra hours while my doctor saw another patient in my appointment slot. These repeated instances of inefficiency and lack of professionalism are unacceptable. It is clear that the current processes—or the individuals responsible—are failing to meet basic expectations. Your department’s inability to perform its core function is not only inconvenient but also adds undue stress during an already challenging time for patients. After my next procedure, I will no longer seek care at Baylor. I strongly urge you to evaluate the operations of your insurance and referral verification department and make the necessary changes to ensure that other patients do not endure the same frustrating experiences. Thank you for your attention to this matter. I hope this feedback leads to significant changes.

1 /5 Christian Klett: I hope to leave a great review after surgery! I wanted to come back and explain after thinking about it all and it was a miscommunication on probably both our parts, mine included!