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PACE helps older adults stay in their community
Albert Lea seniors caught in insurance quagmire, with limited access to new clinic
Albert Lea residents scrambled a few years ago to recruit a new health care provider after Mayo Clinic announced it would start closing many hospital services in the southern Minnesota town.
The effort culminated last summer with the opening of MercyOne Albert Lea Family Medicine & Specialty Care, a new facility that's competing for patients against the clinic and hospital operations that Mayo still runs in the community.
But some patients say their access to the new clinic is being sharply limited by insurance rules that make visits to MercyOne much more expensive. It's a problem for seniors enrolled in Medicare health plans from Blue Cross and Blue Shield of Minnesota, the dominant carrier in the market.
The dust-up is the latest example of how rules governing insurance networks — the subset of clinics and hospitals where subscribers pay less out of pocket to see a doctor — can limit choices for seniors as more elect to receive their government benefits through private Medicare Advantage health plans.
At least some of the affected seniors are asking Blue Cross to work with Mayo to remove the barrier, and recently turned to the state attorney general for help.
"Why would we have a clinic in Albert Lea that we can't use?" asked Jan Mattson, 79, of Albert Lea. "It seems to me like Blue Cross Blue Shield could add Mercy to in-network, and then I would be very happy."
Blue Cross says that it has no plans to add MercyOne to its regional Medicare Advantage network. Mayo has a say in any such change, the insurer says, because contract terms give the Rochester-based clinic "a financial responsibility to improve health outcomes and lower health care costs in southern Minnesota," Blue Cross said in a statement.
Specific contract terms that would illustrate exactly how this all works are confidential. But agreements like the one between Blue Cross and Mayo are described in the insurance industry as "narrow" or "focused" network arrangements.
In these deals, health care providers give insurers a better price for services so they are in the health plan's network and have the chance to treat a greater volume of patients. Patients pay significantly more out-of-pocket when they go out-of-network, so the incentives are strong to get most care in-network.
The agreement between Blue Cross and Mayo is a "total cost of care" contract, an increasingly common type of payment relationship where providers take a degree of financial risk for the overall health costs and outcomes for health plan enrollees.
In such agreements, providers want to control as much of the care given in a population as possible to boost quality while keeping overall expenses down.
Adding too many other clinics and hospitals could introduce more costs, or worsen patient outcomes, in ways that would limit payments for the health system. So, Blue Cross says, it's not unusual in these arrangements for the primary health care system to have a say in creating the network and subsequent changes to it.
Mayo is the "focus" of the current network in the region, but it does include "many other non-Mayo specialty providers, at a competitive price," Blue Cross said.
For its part, Mayo said it "does not oppose the addition of other facilities or providers if they would best serve the community."
Following a meeting with Albert Lea residents this month, Attorney General Keith Ellison "is exploring what tools his office may have to help in this matter," a spokesman said in an e-mail.
Other Medicare Advantage plans available in Albert Lea provide in-network access to the new clinic.
Eagan-based Blue Cross runs by far the biggest Medicare Advantage heath plan in and around Albert Lea with about 2,000 enrollees in Freeborn County.
Because MercyOne is out-of-network, subscribers in that part of the state who want to use the new clinic must pay 45% of the allowed amount for treatments. This "co-insurance" fee typically is much larger than the fixed-dollar copays patients pay at in-network clinics.
Seniors in Albert Lea say they're irritated that the new clinic is actually in-network for people in the Twin Cities and western Minnesota who enroll in Medicare Advantage plans from Blue Cross; it's only out-of-network for those in Freeborn and 14 other counties across southern Minnesota.
"Our Medicare Advantage network in southern Minnesota was built from the ground up in partnership with Mayo to ensure our members have access to high-quality local care at a competitive price," Blue Cross said.
MercyOne didn't know the Medicare Advantage plan from Blue Cross in southern Minnesota had a limited network "until we tried to sign up for it," said Rod Schlader, the president of MercyOne Northern Iowa Medical Center in Mason City.
"We finally got to the bottom of it, and they said: We're sorry, this is a narrow network product that they've come to an agreement with, with Mayo," Schlader said. "And right now, they're not allowing any other providers to join that narrow network product."
The barrier is unique to Medicare Advantage plans from Blue Cross, he added, so people in Albert Lea with other types of coverage from the health insurer have in-network access to the new clinic.
MercyOne, which is based in suburban Des Moines, is not a small player. It's a joint venture between two large, national nonprofit health care systems that operates a number of hospitals and clinics in Iowa. The health system's clinic in Albert Lea was created with some financial support from the Albert Lea Healthcare Coalition, a nonprofit group that recruited MercyOne.
"When you really think about it, shouldn't Blue Cross and Mayo be sitting down and saying: What is in the best interest of the citizens of southern Minnesota?" asked Brad Arends, a benefits consultant and leader with the community group. "The best interest of the people ... is to get MercyOne in that network."
For Annie Mattson, the network snag led her to drive 25 minutes from Albert Lea last summer to get painful symptoms diagnosed at a clinic in a neighboring town.
Mayo's Albert Lea clinic couldn't see her that day and the symptoms didn't seem to require a visit to Mayo's emergency room in town. She could have been seen promptly at the new MercyOne clinic, but doing so would have been more expensive.
Mattson is happy for the care she received for what turned out to be a kidney stone at Mayo's clinic in New Richland. What's upsetting though, she said, was having to drive 20 miles from her home when the MercyOne clinic was just 5 minutes away.
"After all the time and effort of starting this clinic, we certainly want to be a part of it," said Mattson, 70, who collected signatures back in 2017 to protest Mayo's announcement that it would scale back hospital operations in Albert Lea.
"The inflexibility has caused me to change my health care from the Blue Cross Medicare Advantage to UnitedHealthcare," she said.
Mattson and her partner, Paul Stieler, were on a call this month urging the attorney general to intervene. Stieler's health insurance lets him visit MercyOne, but he's concerned the network limit at Blue Cross could hurt the new clinic.
That's a problem, he said, because MercyOne helps the local economy while giving seniors in the region a better shot at accessible and affordable health care.
"I feel that Mayo has created a monopoly down here in this area, and because they have a monopoly they can charge more," said Stieler, 74. "This block that we have on being able to use the Mercy clinic is not good."
Albert Lea residents have long been among the most vocal in criticizing the cost of care at Mayo while feeling captive to the health system.
They cite reports from a Minneapolis-based nonprofit group showing patient care costs in Minnesota are highest at Mayo — a finding that clinic officials over the years have argued stems from flaws in the group's methodology.
The Medicare Advantage plan for southern Minnesota was launched as part of a broader contract agreement struck in 2018 between Mayo and Blue Cross.
Since then, premiums for the primary two Medicare Advantage plans from Blue Cross in the region have increased by more than $12 and $36 per month, while monthly rates for comparable plans in the Twin Cities and western Minnesota have declined.
Blue Cross said premiums are based on a variety of factors including payment rates to health care providers as well as differences in the medical needs of enrollees.
Mayo says it controls costs by coordinating care within its health system including a single electronic health record spanning regional clinics and hospitals as well as its large medical center in Rochester.
"As patients need testing, lab work, radiologic exams, and other diagnostic procedures, they do not need to duplicate those tests as they move through the Mayo Clinic system, thereby saving costs for patients and payers," the clinic said in a statement.
The case of the $489,000 air ambulance ride
Sean Deines and his wife, Rebekah, were road-tripping after he lost his job as a bartender when the pandemic hit. But while visiting his grandfather in a remote part of Wyoming, Sean started to feel very ill.
Rebekah insisted he go to an urgent care center in Laramie.
"Your white blood count is through the roof. You need to get to an ER right now," Deines, 32, recalls a staffer saying. The North Carolina couple initially drove to a hospital in Casper but were quickly airlifted to the University of Colorado Hospital near Denver, where he was admitted on Nov. 28, 2020.
There, specialists confirmed his diagnosis: acute lymphoblastic leukemia, a fast-growing blood cancer.
"Literally within 12 hours, I needed to figure out what to do with the next step of my life," said Deines.
So, after he was started on intravenous treatments, including steroids and antibiotics, to stabilize him, the couple decided it was prudent to return to North Carolina, where they could get help from his mother and mother-in-law. They selected Duke University Medical Center in Durham, which was in his insurance network.
His family called Angel MedFlight, part of Aviation West Charters of Scottsdale, Ariz., which told Rebekah Deines that it would accept whatever the couple's insurer would pay and that they would not be held responsible for any remaining balance.
Sean Deines was flown to North Carolina on Dec. 1, 2020, and taken by ground ambulance to Duke, where he spent the next 28 days as an inpatient.
By his discharge, he felt better and things were looking up.
Then the bills came.
The patient: Sean Deines, 32, who purchased coverage through the Affordable Care Act marketplace with Blue Cross Blue Shield of North Carolina.
Medical service: A 1,468-mile air ambulance flight from Colorado to North Carolina, along with ground transportation between the hospitals and airports.
Service provider: Aviation West Charters, doing business as Angel MedFlight, a medical transport company.
Total bill: $489,000, most of which was for the flight from Denver, with approximately $70,000 for the ground ambulance service to and from the Denver and Raleigh-Durham airports.
What gives: Insurers generally get to decide what care is "medically necessary" and therefore covered. And that is often in the eye of the beholder. In this case, the debate revolved first around whether Deines would have been stable enough to safely take a three-plus-hour commercial flight to North Carolina during a pandemic or did he require the intensive care the air ambulance provided. Second, there was the question of whether Deines should have stayed in Denver for his 28-day treatment to get him into remission. Insurers tend not to consider patient stress or family convenience in their decisions.
Also, both air and ground ambulance services have been center stage in the national fight over huge surprise bills, since the for-profit companies that run them frequently do not participate in insurance networks.
Angel MedFlight, which was not in Deines' insurance network, sought prior authorization from Blue Cross Blue Shield of North Carolina. The request was dated Nov. 30, but the insurer said the fax arrived in the predawn hours the same day as the flight, Dec. 1, 2020.
On that day, Angel MedFlight flew Deines to North Carolina in an airplane, along with a nurse to oversee his IV medications and oxygen levels.
Angel MedFlight spokesperson Kimberly Halloran did not answer a specific written question from Kaiser Health News about why the flight went ahead without prior approval; often medical interventions are postponed until it has been obtained. But in an emailed statement to KHN, she said the company "satisfied each step in the health insurance process and transported Sean to his long-term health care providers in good faith."
According to the review of the case done months later by an independent evaluator, Blue Cross on Dec. 3 denied coverage for the air ambulance services because medical records did not support that it was an emergency and Deines was already in an appropriate medical facility.
At the end of December, Angel MedFlight filed an appeal of that decision on Deines' behalf.
Then, in March 2021, Blue Cross sent Deines a check for $72,000 to cover part of the $489,000 bill, which he forwarded to the air ambulance company. The explanation of benefits showed the majority of the charges were ruled "not medically necessary."
Angel MedFlight, through a revenue management firm it hires called MedHealth Partners, continued to appeal to Blue Cross to overturn the denial of the flight portion of the bill.
Then, three months after Blue Cross demanded Deines pay back the $72,000 that he had already sent to Angel MedFlight.
"The initial thought was, 'I can't believe this is happening,' " said Deines.
Medical necessity criteria are set by insurers, with North Carolina Blue Cross covering air ambulances in "exceptional circumstances," such as when needed treatment isn't available locally.
When Deines, who was still unemployed and undergoing treatment, couldn't pay, the debt was sent to collections.
In late June, Deines' representatives at Angel MedFlight took the next step allowed under the Affordable Care Act, appealing the insurer's internal determination that the flight wasn't medically necessary to an independent third party through the state.
On July 29, the evaluator ruled in favor of Blue Cross.
Normally, such a flight would be appropriate because the patient was "medically unfit to travel via commercial airflight," the review noted. But, it went on to say, there was actually no need to travel, as the University of Colorado Hospital — a member of the National Comprehensive Cancer Network — could have managed Deines' treatment.
His health plan "clearly stipulates their indications for medical flight coverage and unfortunately this case does not meet that criteria," the review concluded.
Resolution: The bill disappeared only after the press got involved. Shortly after a KHN reporter contacted the communications representatives for both the insurer and Angel MedFlight, Deines heard from both of them.
The $72,000 payment was made in error, said Blue Cross spokesperson Jami Sowers.
"We apologize for putting the member in the middle of this complicated situation," she said in an email that also noted "the air ambulance company billed more than $70,000 just for ground transportation to and from the airport — more than 30 times the average cost of medical ground transport."
Such a situation would "typically" be flagged by internal systems, but for some reason, it was not, Sowers said.
"I have never heard of a ground transport that costs that much. That's shocking," said Erin Fuse Brown, director of the Center for Law, Health & Society at Georgia State University College of Law, who studies patient billing and air ambulance costs.
Still, there's good news for Deines: Both the insurer and the air ambulance company told KHN he will not be held responsible for any of the charges. (None of the charges stemmed from his first air ambulance flight from Casper to Denver, which was covered by the insurer.)
"Once North Carolina Blue engages in our formal inquiries about its refund request, the status of the funds will be resolved," the ambulance spokesperson wrote in her email. "One thing is certain, Sean will not have to pay for North Carolina's wavering coverage decision."
In an email, Blue Cross' Sowers said it had "ceased all recoupment efforts" related to Sean Deine's case.
The takeaway: If the flight had happened this year, the couple might have received more price information before they took the flight.
A law called the No Surprises Act took effect Jan. 1. Its main thrust is to protect insured patients from "balance bills" for the difference between what their insurance pays and what an out-of-network provider charges in emergencies.
It also covers nonemergency situations in which an insured patient is treated in an in-network facility by an out-of-network provider. In those cases, the patient would pay only what they would owe had the service been fully in-network.
Another part of the law, called a good faith estimate, might have provided Deines with more transparency into the costs.
That portion says medical providers, including air ambulances, must give upfront cost estimates in nonemergency situations to patients. Had the law been in effect, Deines might have learned before the flight that it could be billed at $489,000.
Insured patients in similar situations today should always check first with their insurer, if they are able, to see whether an air transport would be covered, experts said.
Even if the law had been in effect, it likely would not have helped with the big hang-up in Deines' case: the disagreement over "medical necessity." Insurers still have leeway to define it.
For his part, Deines said he's glad he took the flight to be closer to home and family, despite the later financial shock.
"I would not change it, because it provided support for myself and my wife, who needed to take care of me; she was keeping my sanity," he said.
https://www.mainepublic.org/npr-news/2022-03-25/the-case-of-the-489-000-air-ambulance-ride