Get Gephardt Investigates: Patients paying too much for lab work after telehealth visits

Sep 6, 2023, 11:23 PM

TAYLORSVILLE, Utah — Telehealth is massively expanding, making it easier for people to connect with medical care. But one Taylorsville woman says she hit a snag when she got a big bill for her telehealth visit, all because her doctor wasn’t based in Utah.

Utahn Ashlee Argyle liked being able to visit the doctor from the comfort of her couch.

“Telehealth is super easy,” she said. “I don’t have to set an appointment, don’t have to find a primary care provider, any of that stuff.”

When she was under the weather back in November, she used her Regence Blue Cross Blue Shield app to connect.

She spoke with the doctor who sent her for some bloodwork. Argyle found a lab in Utah and verified it was in network.

Everything seemed fine until she was hit with a surprise bill.

“I got the bill and it is $800, and it says that insurance denied the claim because it was out of network,” Argyle said.

It turns out Argyle’s virtual doctor was based thousands of miles away.

“She’s in Hawaii. So they billed it under Hawaii. They coded it as a Hawaii bill,” Argyle said.

Argyle appealed the bill with Regence but was denied.

“[I feel] frustrated and very taken advantage of because I feel like I literally don’t have the option of finding that information out. I have no way of finding out that they’re going to bill through Hawaii,” Argyle said. “I want to pay the fair price that I went to a covered provider.”

Argyle decided it was time to Get Gephardt.

When KSL-TV reached out to Regence, a spokesperson wrote in an email they’re aware of the billing issue. It happens, occasionally they wrote, with lab orders. In-network labs are sometimes being processed as out-of-network.

“We’re closely collaborating with other health plans and our lab partners to identify a solution,” the spokesperson wrote.

In the meantime, some good news for Argyle. After calls to Regence from Get Gephardt, her bill dropped from more than $800 to around $80.

Regence apologized for Argyle’s experience, and urged any customer experiencing a problem with their bill to reach out – which is of course, what Argyle did when she appealed.

KSL 5 TV Live

Get Gephardt

FILE: construction zone...

Matt Gephardt

How to avoid hiring a bad contractor

Bobby Main investigates contractors for Utah's Division of Professional Licensing, here's his advice for avoiding bad contractors.

22 hours ago

Dave Donegan showing Matt Gephardt the items that were broken in his move....

Matt Gephardt and Sloan Schrage, KSL TV

How liable is a moving company if your stuff gets damaged?

Dave Donegan’s home was just about to go into renovation, so he hired a moving and storage company to hold onto his household goods while work was underway.

5 days ago

FILE - The Amazon app is seen on a smartphone, Tuesday, Feb. 28, 2023, in Marple Township, Pa. (AP ...

Matt Gephardt and Sloan Schrage, KSL TV

Get Gephardt helps solve Amazon misdelivery mystery for Manti man

Most of us are ordering more and more things online, and it's sometimes frustrating with things like an Amazon misdelivery mystery.

14 days ago

Scrolling social media, Joyce Lake spotted an ad for a doll. However, not only did the doll not sho...

Matt Gephardt

Imposters are using trust in law enforcement to scam Utahns

Scrolling social media, Joyce Lake spotted an ad for a doll.

15 days ago

Matt Gephardt working with Bona Rose on the CarChex documents....

Matt Gephardt and Sloan Schrage, KSL TV

Get Gephardt: West Valley woman says her extended car warranty claim was denied unfairly

Many drivers buy an extended auto warranty to cover unexpected repair bills. But when a West Valley City woman turned to her warranty provider for major help on her car's transmission, they turned her down - repeatedly.

19 days ago

Matt Gephardt meeting with Denis Hawkins after a rental car company after they ignored his calls fo...

Matt Gephardt

Get Gephardt helps Spanish Fork man clear up insurance claim for rental car damage

Get Gephardt clears up an international rental car insurance standstill.

20 days ago

Sponsored Articles

Women hold card for scanning key card to access Photocopier Security system concept...

Les Olson

Why Printer Security Should Be Top of Mind for Your Business

Connected printers have vulnerable endpoints that are an easy target for cyber thieves. Protect your business with these tips.

Modern chandelier hanging from a white slanted ceiling with windows in the backgruond...

Lighting Design

Light Up Your Home With These Top Lighting Trends for 2024

Check out the latest lighting design trends for 2024 and tips on how you can incorporate them into your home.

Technician woman fixing hardware of desktop computer. Close up....

PC Laptops

Tips for Hassle-Free Computer Repairs

Experiencing a glitch in your computer can be frustrating, but with these tips you can have your computer repaired without the stress.

Close up of finger on keyboard button with number 11 logo...

PC Laptops

7 Reasons Why You Should Upgrade Your Laptop to Windows 11

Explore the benefits of upgrading to Windows 11 for a smoother, more secure, and feature-packed computing experience.

Stylish room interior with beautiful Christmas tree and decorative fireplace...

Lighting Design

Create a Festive Home with Our Easy-to-Follow Holiday Prep Guide

Get ready for festive celebrations! Discover expert tips to prepare your home for the holidays, creating a warm and welcoming atmosphere for unforgettable moments.

Battery low message on mobile device screen. Internet and technology concept...

PC Laptops

9 Tips to Get More Power Out of Your Laptop Battery

Get more power out of your laptop battery and help it last longer by implementing some of these tips from our guide.

Get Gephardt Investigates: Patients paying too much for lab work after telehealth visits