Genex conducts bill review for self-insured employer Marriott. Repeatedly and persistently, Genex gives providers who treat Marriott’s injured employees misinformation about how to submit electronic bills (e-bills) for that treatment.

Regardless of the percentage of blame attributable to Marriott and Genex individually, Marriott bears the legal responsibility for its vendor’s (and its own) failures.

Recently, a daisyBill representative spoke to a Genex representative about a New York provider’s unpaid e-bill, which was submitted in June (and resubmitted in September). The Genex representative:

• Once again provided an incorrect Marriott Payer ID number for e-bill submission
• Suggested snail-mailing the Marriott e-bill, which would violate New York’s mandatory e-billing requirement
• Refused to allow our representative to speak to a manager

After repeatedly insisting that the provider wait for another 30-day “turnaround” period to elapse, the Genex representative finally investigated further, only to conclude that the injury claim was closed (which they did not mention on previous calls).

The Marriott/Genex bill review and processing system is fundamentally flawed and results in providers struggling to receive payment for treating Marriott’s injured employees.

Providers should question whether or not to subject their offices to administrative chaos or lost revenue by treating Marriott employees. Most importantly, those employees should be deeply concerned about the hotel chain’s abysmal comp performance, including consistent violations of state laws requiring timely responses to provider bills.

Marriott & Genex: The Dubious Duo Drops the Bill (Again)

No matter how many times we point it out (privately and publicly), Genex repeatedly instructs providers to use an incorrect Payer ID when submitting e-bills for Marriott injured workers.

Delivering an e-bill requires two pieces of information: the correct clearinghouse vendor the payer designates to receive its e-bills, and the specific Payer ID number that this clearinghouse assigned to the payer. Indisputably:

• The correct Payer ID for Marriott is WZ787 (there’s no ‘2’)
• WZ2787 is an incorrect Payer ID for Marriott

Yet, when daisyBill called Genex to follow up on an e-bill from June (originally featured in this article), the Genex representative reported that the e-bill was not on file and offered the following explanation:

“I can see you missed a number in the Payer ID. Let me re-verify the payer ID for you: WZ2787 – there’s a two.”

There is NOT a two.

When we pointed out that Genex is wrong about the Payer ID (a fact we’ve confirmed with Marriott more than once), the Genex rep pivoted to suggesting we just wait a little longer because “it takes thirty calendar days to receive a bill on file.”

Our agent asked to speak with a manager, which the Genex rep refused, claiming, “the same resolution will be given since the bill is not on file.” The Genex rep then suggested we write down the mailing address for Marriott bills, which would be utterly useless information, given that New York mandates e-billing for all workers’ comp patients.

After we pressed harder, Genex put our agent on hold and returned to say that, upon closer inspection, the claim was closed and that daisyBill would have to contact Marriott for any further information.

As of this writing, Marriott has not responded to two voicemails we left regarding the status of this bill.

Marriott Needs Help

To self-insure for workers’ comp, New York employers must meet financial standards showing they can cover workers’ medical needs and benefits. Unfortunately, we are not aware of any legal standard that requires employers to demonstrate the expertise needed to conduct claims administration on its own or through vendors.

Perhaps there should be.

Marriott has proven inept at everything from e-billing compliance to managing its Medical Provider Network. Whether it handles a task in-house or outsources it to a vendor like Genex, Marriott is failing to meet its obligations to the providers who treat its employees in multiple states.

Marriott’s Electronic Data Interchange (EDI) “Grade” of ‘F’ reflects the experience of providers whose revenue management is thrown into chaos by this hotel chain.

daisyNews has reported on Marriott’s performance in multiple states, as this poor example of a self-insured employer continues to make it more difficult for providers to treat its employees:

Genex Claims Marriott Doesn’t Accept e-Bills (It Does)

Marriott’s Vendor Chaos: How One $145 Bill Became a 4-Month Nightmare

Marriott: 13 Calls, Zero Answers - What Billing Chaos Means for Injured Workers

How Marriott Hides Its Doctors From Its Own Injured Workers

Marriott Breaks NY e-Billing Loop (and Genex Shares Misinformation)

Marriott: Genex Continues to Misinform Providers

daisyBill automatically tracks every bill and payment, and keeps your staff up to date so nothing gets lost along the way. Click below to learn more:

THE DAISY DIFFERENCE