Here’s something really interesting. A few weeks ago LabCorp employees started posting comments on this site in support and defense of the company and employees. Shortly thereafter, www.labcorpsucks.com almost dissappeared from the Google search results. There does not appear to be a reasonable explanation for this to happen, as this site has lots of visits from dissatisfied LabCorp patients and is still highly ranked in Yahoo and MSN. I just saw an article in the Medical Quack Blog that may provide some answers (or at least raise some suspicion). It is about the business relationship between Google and LabCorp. I would not put it past LabCorp executives to ask Google to punish this website, but it is hard for me to believe that Google would actually play along with LabCorp and lower the search value of a website based on their own economic interests.
Last month several Genomics companies received warning letters from the State of California and were told they needed to be licensed. 23andMe, which is an offshoot of Google may have a potential solution on the dilemma of the licensing issue with working with LabCorp, one of the largest labs in the US.
NEW YORK (GenomeWeb News) – Although 23andMe is keeping mum on which contract laboratory it is using to conduct its DTC genomic testing services, GenomeWeb Daily News has learned that Laboratory Corporation of America is providing the necessary genotyping services for the personal genomics company. “I can confirm that we are doing lab work for 23andMe,” Eric Lindblom, LabCorp’s senior vice president for investor and media relations, told GWDN.
…You can also read more about the National Genetics Institute, a subsidiary of LabCorp. LabCorp already has a pretty large stake invested in the genomics business.
Lindblom also noted that LabCorp is CLIA licensed in California and New York, the two states that recently warned 23andMe, along with several other personal genomics firms, to stop marketing genetic tests directly to consumers. One of the reasons cited by regulators was that the consumer genomics firms were not licensed in these states to provide laboratory services.
I had a talk with one of the managers at a service center about the jobs that people perform at the company. Here are some interesting things that she had to say.
1) Job turnover in the Miami region is very high. The revolving door is a result of the way that they operate the company. Labcorp jobs are always availabe because so many leave the company.
2) Managers are not too familiar with who their boss is. They know the name but have never really met them or interacted with them.
3) About Bob Blanco – “Oh, he’s the guy who signs my checks. He’s the big boss. I never met him but he gives the orders to pay me.”
Q: have you ever met him? A: No but I know him by name.
How can a service center manager not have met the district manager? I guess when you are a district manager that sits around the office, you never really know what is going on outside your little cave. Maybe they need lessons on how to be a successful executive. That “isolation from reality” seems to be a common problem in most districts.
That’s something that I admire about Bank of America. Part of the job requirement to be a banking center manager is that you have to walk around the floor during busy hours and interact with the customers and employees. Now that’s customer service. If you have a question or problem, ask the boss. Forget that executive attitude. The manager is just another person trying to provide a favorable banking experience.
I was out of town for a few days and a little behind on reading my emails. I’d like to share one with you that was sent to me on Tuesday (Aug. 5,2008). It is from a gentleman named James, and we’ll withhold his last name.
Two weeks ago I went to LabCorp facility in Glen Burnie, MD. After signing-in one of the window attendants told me that I had an outstanding Co-pay. I informed them that I had two insurance’s CIGNA (through my employer) and BS/BS (Federal Retired) and would they please call the billing office, receptionist informed me that they couldn’t do that and that I would have to resolve the problem.When I returned home I called the LabCorp billing office and told them what happened. The billing office told me that their system didn’t allow for more then one insurance entry in their system. but that she would take care of billing the secondary insurance company and if I had any problems when I went back for my blood work to have the lab center call them.This morning (Tuesday, Aug 5, 08) I went back for my blood work and again I was told that I still had an outstanding co-pay and once again I told them to call the billing office. The receptionist told me they couldn’t do that. I told the receptionist to give me a phone and that I would call them, which I did.I talked to the billing office again and explained the problem. The billing clerk said she understood and put the receptionist on. The receptionist reluctantly took the phone wrote down something and left the area (with no feedback given to me). A short while later another lady sat down at the computer and did something, again NO feedback.After all of this 5 additional people were taken ahead of me, so I went back to the receptionist and asked what was going on. She said that I was NEXT I sat down and another two people were taken. At this point I asked to see the office manager. She came out an I asked her what was the problem with me. She told me about the billing problem. I told her I understood but that NO one gave me any feedback and that seven people have now been taken, when I was told that I was next, before the last two people were taken.I asked the manager were they punishing me for their incompetence. Once again NO response.NOTE: I am also sending this to my insurance companies.
Doesn’t LabCorp get it? You can not treat people like this in the USA. There are too many other labs available for us to have to put up with this attitude from your employees. Thanks to competition I no longer go to a LabCorp center, and refuse to have a doctor draw my blood if they are sending it to LabCorp.
Message to LabCorp: You are NOT doing anyone a favor by taking their blood and analyzing it. YOU ARE GETTING PAID FOR DOING IT!
I believe that LabCorp managers are to blame. They do not take patient treatment and care seriously. From my conversations with Robert Blanco, the incompetent manager for the Miami region, the managers look for ways to protect employee incompetence. Instead of taking complaints as constructive criticism that helps them turn the company into a better provider, they find ways to defend employee actions. That’s why James’ story is a very common occurrence at LabCorp. Sadly enough, managers perceive their role as producers of numbers for the company. Numbers as in dollars. Forget how patients are treated and if they will ever go back to LabCorp, its the quick buck that counts.
Just received a statement from LabCorp for the blood tests performed on July 1st. My insurance company paid them but they claim that there is still a deductible that I have to pay. The bill came with a return envelope that required a stamp, and a notice that if I wanted to pay online I can go to labcorp.com billing. I fully reviewed the billing statement to see what they billed for. All the tests that they performed and reported results were billed for, and the one that they claimed that “there was not enough blood for” was not billed. My insurance company paid them a fraction of what they billed, which I guess was the contract rate. The only thing that is puzzling is that the amount that LabCorp claims that I am responsible for is about 30% of what my insurance company paid them. If you take the amount that they actually billed, then the patient responsibility amount is fair, as it is only about 3% of the total amount of the billing. 30% seems kind of high so I will look into the matter further.