SANTA CLARITA, CA – Robin Baerg never expected a routine prescription refill to come with a staggering price tag—but that’s exactly what happened after a 20-minute video call with her former doctor.
Baerg, like many Americans, is frustrated with the rising cost of healthcare and was stunned when UCLA Health billed her $1,085 for a virtual consultation. Despite her insurance provider, Aetna, covering about $300, she was left responsible for nearly $800 out of pocket.
“I thought it was a mistake,” Baerg said. “I literally laughed when I saw the bill. But they were completely serious.”
A Simple Refill Turns into a Costly Surprise
Baerg had been a patient at Providence Medical Institute in Santa Clarita but needed to refill her blood pressure medication after her doctor moved to UCLA Health. To make the process easier, she scheduled a virtual consultation rather than visiting in person.
The call lasted just 20 minutes, involved no physical examination, tests, or procedures—yet weeks later, she was hit with the hefty bill.
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No Room for Negotiation
Despite multiple attempts to dispute the charge, UCLA Health refused to adjust the amount. A UCLA Health spokesperson declined to discuss specific patient cases but stated that billing rates are set in collaboration with insurers and encouraged patients to reach out for assistance if they have concerns.
Lisa Berry Blackstock, a patient advocate unaffiliated with Baerg’s case, explained that while these practices may seem unfair, they are perfectly legal.
“When people are sick, they’re vulnerable,” Blackstock said. “It’s not a level playing field, and while it may be unethical or immoral, the system allows it.”
How to Fight Unexpected Medical Bills
If you find yourself in a similar situation, Blackstock suggests asking your provider or insurance company if they have a patient advocate who can help negotiate charges. Additionally, organizations like the National Association of Healthcare Advocacy and the Patient Advocate Foundation offer resources for those struggling with medical bills.
For now, Baerg is holding off on paying her bill but fears that if she doesn’t, it could be sent to collections and impact her credit score.
“It feels like a scam,” she said. “We’re all just getting nickel-and-dimed, and people are fed up.”
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