You already know that last fall in New York City, a gunman murdered Brian Thompson, CEO of UnitedHealthcare. Yet, as I sit here watching the executive branch of our federal government simplistically blaming scapegoats for complex issues, this piece of old news feels relevant.
What a misguided and deplorable act, but we can understand the gunman’s anger, right? It is hard to be worse than Medicare – which once rejected an 18-page application that I filed without telling me why, and it turned out it was because I listed my five-digit zip code instead of also including the four-digit extension – and yet United found a way. In fact, I would estimate that we have had more issues with United than with all of the other insurance companies we deal with combined.
On the provider side, our problems with United began very soon after we applied to be credentialed as in-network providers. Based on the paperwork we received, our impression was that we became in-network providers in the spring of 2013, but United subsequently told our billing manager that we were not in network and never had been, so we reapplied in early 2014. They sent us letters notifying us of our acceptance, but the contracts we were supposed to sign never arrived. As the redacted fax that I sent them in August 2014 shows, United provided contradictory information and made getting a straight answer very difficult.
Contradictory information seems to be United’s trademark, as I have lost count of the number of times they told our patients that their appointments with us would be covered, only to later reverse course. It got to the point where I now candidly warn our new patients with United that there really is no way of knowing for sure ahead of time what their coverage will be, that we all just have to wait until the reimbursement statements arrive to find out.
The worst United story that I have heard came from a woman I know personally who was telling me about her sister. Before undergoing joint replacement surgery, her sister contacted United to make sure the operation would be covered. She shared all of the details, and United assured her that they would cover the procedure. Soon after the surgery, she received a six-figure bill from the hospital, as United had gone back on their word and declined to cover the operation. Their reason? Apparently, in addition to the surgeon, another doctor had been present in the operating room during the surgery, and this doctor was out of network with United. Based on the presence of the out-of-network doctor, United decided not to pay. The patient had made sure ahead of time that her surgeon was in network, she was literally unconscious during the procedure and had no control whatsoever over who else may have ended up in the room, yet United left her hanging with a bill on par with that of a mid-range Porsche.
Right around a decade ago, Joanne and I were talking with a colleague and bemoaning the difficulties of working with United and other insurance companies. She encouraged us to remember that the job of insurance companies is not to pay, that the challenges we were facing are by design. The more barriers that they put up during the reimbursement process, the more likely that the patient will ultimately get stuck with the bill, which just serves as a reminder that for-profit healthcare will never make any sense except in the minds of the depraved.
Then again, neither does committing murder as a form of protest. A man lost his life, the gunman effectively threw away the remainder of his own, and for what? Mr. Thompson was a high-ranking executive in a wicked and deeply flawed system, he has been readily replaced by another executive who will carry on the same mission, and nothing will change except the addition of a security detail.
Our healthcare system has serious problems, and we need thoughtful, intelligent, well-informed, and compassionate leaders to sort them out, not someone who resorts to scapegoating, hate, and violence. Same goes for our country.