Complaints

• Initial Complaint

  04/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was notified to take a 2nd mammogram that was not necessary and then charged for the 2nd mammogram. ******** paid for the initial mammogram. The 1st mammogram should have been read correctly so that a 2nd was not needed. The results of the initial mammogram did not indicate anything that was concerning as was not considered to my primary care doctor. All communication from me to SSM DePaul was never responded to by anyone in charge who could mediate my dispute. I tried to communicate by mail and by phone. I was always told that someone would contact me. That NEVER happened. Then on April 14 I received a notice that this bill was turned over to collects. I NEVER received notification that it would go into collections. On April 16, ****************************************************************************************************************************************** notification of this being sent to collections. I then told the person on the phone that I NEVER received any notice of the $109.54 being turned over to collections. I feel that it was not necessary for a second mammogram that I should have to pay for and I was not heard for my dispute. This amount of charges will go on my credit rating and I feel the dispute that I have was never addressed.

  Business response

  04/18/2024

  Better Business Bureau
  Dispute Resolution Department
  *************************************************************************
  
  Complaint ID: ********
  
  
  To whom it may concern,
  
  On April 17, 2024 we received your concerns about *********************************** patient experience on November 1, 2023 at the Breast Center | SSM Health DePaul Hospital St. Louis. We sincerely thank you for taking the time to share ********************** concerns with us and allowing us the opportunity to respond.
  
  Please know that we take all concerns very seriously. We are still working to resolve these concerns and respectfully request additional time to review the circumstances surrounding ********************** experience to better respond to her concerns. We will send a written response to you no later than 30 business days from the receipt of your concerns.
  
  Please accept my sincere apology on behalf of our hospital for any discomfort or inconvenience ******************* may have experienced. If you have additional questions or concerns,please contact me directly at **************. Thank you for your patience.
  
  Sincerely,
  
  **************
  Opportunity for Improvement Specialist
  SSM Health
  **************
  

  Business response

  04/23/2024

  Thank you for providing the Imaging Center at SSM Health DePaul Hospital St. Louis with the concerns you received regarding our organization. SSM Health takes all issues and concerns very seriously and appreciate your time and effort to communicate with us. Upon receipt, we began to review all aspects of the concern and followed up on any potential opportunities for improvement, as part of our complaint and grievance process.  We actively worked to resolve the concerns with the customer directly and a resolution was shared with the customer on April 22, 2024. We are unable to share any details with the BBB regarding our review and response due to patient privacy laws.

  Customer response

  05/08/2024

  I would like to see the difference between the two mammograms to show why a second one was needed. 

  Business response

  05/20/2024

  Thank you again for providing the Imaging Center at SSM Health DePaul Hospital St. Louis with the concerns you received regarding our organization. SSM Health takes all issues and concerns very seriously and appreciate your time and effort to communicate with us. The customers concerns were reviewed and followed up on previously, as part of our complaint and grievance process.  We actively worked to resolve the concerns with the customer directly and a resolution was shared with the customer on April 23, 2024. An additional call the customer was completed on May 20, 2024, confirming the prior review and resolution. We are unable to share any details with the BBB regarding our review and response due to patient privacy laws.

• Initial Complaint

  12/03/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On 6/13/2023, following my PCP's recommendation, I visited *** DePaul for an x-ray of my hips. I was billed $602.00 for the radiology services, and my portion of the deductible amounted to $223.39. Subsequently, on 9/11/2023, I paid the $223.39 through my ********** (OBank) HSA account via UHC's online platform. The transaction history in my OBank account indicates the funds were dispensed to *** HealthCare St. Louis on 9/12/2023 through RallyPay (Confirmation # *******CCDAD).Complications arose when, despite my prompt payment, I received an additional bill in October, stating that the amount would be sent to collections if not paid. I contacted *** billing and faced unprofessionalism and inefficiency. The representative acknowledged the payment on the doctor's side but claimed it was not reflected on the hospital services side. After a brief hold, she assured me someone would call back. This never occurred.I later received more statements threatening collections, followed by a letter from a collections agency. Attempting to rectify the issue, I contacted *** on 11/20/2023. The *** rep insisted on proof of payment via a copy of the front and back of a cleared check, despite my explanation that I paid online.Realizing the urgency, I contacted OBank, discovering that the $223.39 paid to *** on 9/12/2023 had been refunded to my HSA account on 11/16/******* days after the collections letter was issued. According to the bank, such refunds are typical when attempts to issue payment in the form of a paycheck or ATM transaction are unsuccessful.To comply with ***'s request for proof of payment, I promptly emailed the information I had to ***s customer service on 11/22/2023. As of 12/3/2023, I have not received a response (attached).I am willing to pay the full amount of $223.39 directly to *** HealthCare once it is cleared from the collection agency. I possess documentation proving my sincere attempt to make payment, and the error appears to be on their end.

  Business response

  12/04/2023

  This correspondence serves as SSM Health's response to Complaint No 20951426. 

  The complainant provided proof of timely payment and is requesting the account be recalled from collections and she be allowed to submit her payment directly to SSM Health and not the collection agency. 

  This account balance has been returned from collections as of 12/4/23 with no adverse effect to the complainants credit. The statement level has been reset to allow 60 days for payment to be submitted and posted before collections actions would resume. 

  Thank you for allowing us the opportunity to respond to this complaint. 

  ************** - SSM Health ***************** Services

  Customer response

  12/04/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  10/19/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Collection Account. Transworld (TSI) reported an account on behalf of *** ******* The basis of the complaint is, I never received notification of billing from *** ****** and verification of the bill via an itemized statement. If I had, I would have opted for financial assistance (which I normally enroll in) and the bill would have been paid. I want this account recalled from TSI and I'm seeking an itemized printout of the charges.

  Business response

  10/20/2022

  
  
  *** ****** is in receipt of consumer complaint # ******** This correspondence serves as *** ******’s response to this matter
  
  *** ****** has an established billing policy that outlines our billing policies and procedures. It addresses First Party Collections, Bad Debt Collection Efforts and Consumer Credit Reporting. The policy also outlines our financial assistance guidelines.
  After 120 days of ordinary collection efforts, the Patient Liability is still outstanding and the patient has not submitted an application for financial assistance or set up an approved payment plan, *** ****** may place the account with a bad debt agency as described below under Bad Debt Placements. The unpaid patient balance will be placed with the bad debt collection agency after the patient has received at least 120 days of in-house or early-out collection efforts and the account is not on an approved payment plan or in good standing. Accounts with consistent monthly payments in the last 45 days will be reviewed prior to being sent for bad debt placement. This review will include notification to the patient to prompt them to establish an approved payment plan or pay the balance in full. If the patient fails to respond and does not meet ***** guidelines for payment, the account may be sent for bad debt placement.
  
  Our records indicate the Consumer received statements as per *** ****** billing policy
  
  8-25-21 First statement mailed to address on file
  9-24-21Second statement mailed to address on file
  10-24-21Third statement mailed to address on file
  11-1-21 Subsequent letter mailed to address on file
  12-1-21 Final Subsequent letter mailed to address on file
  1-1-22 Account sent to Bad Debt
  
  As per the consumer request I have mailed her a detailed statement to be mailed to her address on file.
  
  *** ****** offers several options for repayment. Financial assistance is available for those patients who find their hospital accounts create a financial hardship. Patient may contact customer service at ***** ******** to discuss her options.

  Customer response

  10/21/2022

  Complaint: ********
  
  I am rejecting this response because: The resolution is not clear. I never  received those statements and this has occurred previously due to *** having an incorrect mailing address. Clarify what is *** doing? Are they recalling the account from TSI?
  
  
  
  Sincerely,
  
  ***** ******

  Business response

  10/25/2022

  
  
  
  *** Health is in receipt of consumer complaint # ********
  
  We have completed 2nd review as per requested by consumer.
  

  The account will remain in collection status as per the  *** Health billing policy. The consumer may contact the collection agency to discuss her payment options. 

   

  Thank you for allowing us the opportunity to respond to the consumers complaint. 

   

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩