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SSM HealthThis business is NOT BBB Accredited.
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
12/24/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
On several occasions, I have received calls including on Christmas Eve, regarding owed balances to SSM health. Before *** switched its billing program, I had setup an auto payment arrangement. Following the switch, the calls increased in volume even though I had this arrangement. I saw that Ive since had several bills sent to collections. I called Ssm to find out why the bills were sent to collections even though I had a payment arrangement. The individual I spoke to claimed I never had an arrangement. The payments were coming out of my account and I have proof of this. Since this call I have received several more calls from *** business office regarding balances owed. In November 2024, I spoke to an individual to clarify things as I have since had several bills sent to collections. This individual said yes, I do in fact have a payment arrangement and they apologized for the frequent calls. In the month since, I have received calls from them several times per week. I have also had several bills sent to collections, thereby dropping my credit score by several hundreds of points. I have arrangements with them and they get their money but they still keep sending bills to collections. I am a caregiver for my disabled mother for a living. Because of my poor credit history directly as a result of SSM, I cannot even afford to get an auto loan so I can take my mother to doctor appointments and such. I would like these collections removed from my credit so I can move forward with my life.Business response
12/30/2024
Patient stated he was making payments on your account, and account was sent to collection. Our policy states when an account is not enrolled in an SSM Health payment plan, and accounts have received at least one payment, account must be enrolled in a payment option to remain in good standing with SSM Health. Patient was not set up on a mutual agreed payment plan.
SSM Healths billing policy allows for an account to remain in good standing for no less than 120 days, before being placed with an outside collection agency for continued collections efforts. This allows for a total of 241 days prior to having a negative effect on a patients credit.
SSM offers extended payment arrangement is available through our no-interest Health Services Financing Program with ************** Financial assistance is available for those patients who find their hospital bills create a financial hardship.Initial Complaint
12/23/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
***'s billing and "financial assisstance" is absurd. I have an outstanding balance of $250, and I asked to set up a payment plan of $25 a month. (I am currently paying off more than $20,000 in other medical bills, and $25 a month is all I can afford.) I was told that the minimum is $50 a month. This is unreasonable and I cannot pay it.I was told to fill out a length financial aid form, and supply copies of my 2023 tax return. This is impossible and will not help. I had a job in 2023, and my tax return shows an income too high to qualify for help. I LOST that job this year, and just can't manage $50 a month.If I am offering payment in good faith, that will pay off the bill in less than on year, why is SMM so unreasonable? I'm not trying to get out of paying!Business response
01/13/2025
This correspondence serves as SSM Health's response to Complaint # ********.
SSM Health offers several options for repayment. According to the SSM Health Billing and Collections Policy, the in-house payment arrangement set parameters are up to twelve months, with a minimum payment of $50.00. An exception will be made to allow a $25.00 per month payment arrangement for ten months. Correspondence will be sent to the patient to advise of the steps take to resolve her concerns.
Thank you for allowing us the opportunity to respond to this complaint.
***** SSM Health ***************** Services
Initial Complaint
12/08/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I was in ********** hospital in **********. The doctor submitted a bill to my insurance as an initial appointment for 2 separate appointments. There should only be one initial appointment, the other a follow up. My husband has taken days off work to fix the issue, and it still hasn't been corrected. We are paying the bill, but we are wanting a refund since this is a SSM error.Business response
12/17/2024
This correspondence serves as SSM Health's response to Complaint # ********.
Services provided in a hospital setting will never be considered an appointment or follow up. In a hospital setting is it considered an inpatient consultation. Only a scheduled service at a physician's office would be considered a follow up. The billing is correct as billed and cannot be revised. The member will need to contact their insurance carrier to discuss the benefits for this service.
Thank you for allowing us the opportunity to respond to this complaint.
***** SSM Health Patient Financial Serivces
Initial Complaint
12/04/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
On 7-29-2024 I had to go to ER as my PCP instructed me too because I cant get an appointment with her in a medically timely manner. This has happened 2 times. My pcp visits are copay free the er costs me $90 copay, urgent care will cost me $30 copay. I am on limited income and pay monthly for my insurance. I tried again 12-4-2024 to make an appointment for stomach pain. My pcp has no availabile appointments until 2-6-2025. If Ssm health is overbooking pcps then they stand to make more money by giving patients no other option than to pay for care at their urgent or ERs that should be covered if I could just see my pcp. If I have to be sent to urgent care or ER within my pcp network because of over scheduling that is not my fault and I shouldnt have to pay additional money. A family doctor should not be overbooked or overloaded with new patients so that they cant even provide appropriate care to established patients. I now am going to have to change my primary care ** that I have been seeing for years because I looked online and found other providers throughout the okc metro area that have appointments available within 2 days. Im requesting my $90 er copay be waived as it is not my fault my ** had to send me there because she couldnt get me in. And Im going to be requesting a waive of the $30 urgent care Im going to have when I have to go for my stomach pain. This is unacceptable continuity of medical care to not be able to see my ** for 2 months and instead see PAs at other facilities that are not familiar with my medical issues. This overbooking pcps is a financial tactic to squeeze more money out of patients by forcing them to seek services where they have to pay.Business response
12/04/2024
This correspondence serves as SSM Health's response to Complaint # ********.
The complaint states she could not get into see her physician so she was forced to go to the ** and does not feel she should have to pay the balance because the doctor could not make room in their schedule. The patient did choose to go to the ** and received the service. Per benefits there is a $40 copay for an office visit. A onetime exception is granted reducing the balance to $40 as a courtesy. Going forward the patient will be responsible any liability incurred for ** services.
***** P SSM Health Patient Financial Services
Customer response
12/10/2024
Complaint: 22638339
I have reviewed the business' response and am rejecting it because:
Per copy of my insurance card attached. I do not have a $40 copay for my pcp, it is $0. So the response from facility is incorrect and now I have a final notice for $40, copy also attached. Also, the Real Issue of overbooking patients forcing them to seek services where they have to pay was not addressed. This is a better Business bureau, the poor business policy leading to my being charged was not even mentioned in the response. Write off my bill to shut me up and then continue poor business policy as usually. And if I do it again, I am responsible for the bill next time, that is the response from ssm health. What ever the outcome my concern of the availability in the future to see my pcp was ignored. There is no resolve, Im left to deal it with or switch pcps and not use ssm health services. Thank you.
Sincerely,
****** *******Business response
12/10/2024
The original complaint stated the desired outcome and adjustment and settlement. The balance was adjusted to $40 as a settlement. Providers do their best to accommodate the scheduling needs of their patients. This patient chose to go to the ******************** and received treatment. This resolution is fair and is the balance will remain at $40.00.
Karen SSM Health Patient Financial Services
Initial Complaint
12/03/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
We have continued to get bills from SSM Health stating that we owe money. When I had questions about our bills they were unable to speak with me about the "medical" portion of the bill regarding our minor sons surgery because they for some reason only put me as his guarantor for his "hospital" side of billing. I informed them that I did not believe we still owed the said about of money and they assured me that yes we did. I did end up paying them the said amount of money because my husband is laid off in the winter and we did not want the bill hanging over our heads when money is tight. I then asked for a receipt of payment which has never been received. I have called and asked for a receipt multiple times along with sent a couple of emails. I did received an itemized statement. I again explained I ONLY wanted receipt of my payments. After the frusteration with this I spoke with our insurance company confirming what information they needed to file a *** claim. I told them the amount I was filing for my son and they said that should not be the case. That they have a much lower number. They did say they are still waiting on information from the surgery center regarding anesthesia but that should be resolved hopefully soon as his surgery was 6 months ago and we are still dealing with this. I am worried that I will have to fight to get the money back that I have already paid. Last year we paid $500 over in bills that SSM Health had sent us and it took me 14 months to bills straightened out.They need to figure out their billing department. It is NOT working. I was planning to switch all of our care to them but after these issues we will not be going back, nor will i recommend them to anyone!I would like SSM to do the following...Pay me the amount that we have overpaid them Send me my receipt's of payments (only what we have paid, not an itemized statement)Business response
12/17/2024
The correspondence serves as SSM Health's response to Complaint # ********.
The complaint states SSM Health billing office has not provided payment information for all members of this family as requested and is not willing to provide information or a refund for an overpayment.
The requested documents pertaining to payment information is being emailed to the guarantor as requested. A request was submitted for a refund of a credit balance. Separate communication will be sent to the complainant with detailed regarding the billing and refund.
Thank you for allowing us the opportunity to respond.
***** SSM Health Patient Financial Services
Initial Complaint
11/26/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I have a bill from my son's newborn check before discharge from hospital. It has been back and forth between SSM and health insurance every month for a year now without resolution. Health insurance states SSM hasn't billed them while SSM says health insurance denied bill stating my son didn't have coverage in which health insurance confirms he did indeed have coverage and they have not seen a bill let alone denied one. I last called SSM and was told I could begin making payments on the bill myself and they were unwilling to call insurance to help resolve the issue. I will never use SSM again. Their billing department is far from helpful.Business response
12/12/2024
This correspondence serves as SSM Health's response to Complaint # ********.
The compliant states SSM Health failed to submit a claim to the members insurance plan. SSM Health did submit claim and received a denial for expenses incurred prior to coverage. Due to the age of the account, a onetime courtesy adjustment has been posted alleviating the member of any financial responsibility for this date of service.
Thank you for allowing us the opportunity to respond to this complaint.
***** SSM Health Patient Financial Serivces
Initial Complaint
11/25/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Tore a ligament in my knee. SSM/SLU orthopedics deemed this not suitable for surgery because of the my ****************** meaning I couldnt do physical therapy up to a healthy persons standards.I presume they chose not to take the extra time and care needed to treat someone with this condition. Their choice is to let it go and get steroid injections regularly. Injection treatment doesnt heal a torn ligament. This is poor care. Its a painful tear in this ligament. Now their choice is to refuse care ( they will not allow me to make an appointment even though I have been referred to them by a neurosurgeon in their group after a fall because I am difficult ). I am soon to be 70 years old . Is this elder abuse? Thank youBusiness response
11/26/2024
Thank you for providing SSM Health (SLUCare Physician Group) with the concerns you received regarding our organization. SSM Health takes all customer concerns very seriously. Upon receipt of this notification, we began to review all aspects of the concern and will follow up on any potential opportunities for improvement necessary as part of our complaint and grievance process. We are actively working to resolve the concerns with the customer directly but are unable to share any details with the BBB regarding our review and response due to patient privacy laws.Initial Complaint
11/19/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
*** provided what cost of service was to be. They were to setup payment option with ************* to pay in full with my ******** deposit and Commerce would pay the remainder of *******. They are trying to over charge me for self pay that was to be *******. I was to pay ******* prior to service which I did. Leaving balance of ******* SSM failed to submit to Commerce 7 months. Now they submitted the entire ******* to commerce bank which has paid now I am over paid *******. With the agreed amount. But SSM showing still balance of 4900. I have spoken to 3 supervisors saying they will fix and return call once completed since June and still not correct. Cannot call back any supervisor as they refuse to give out contact informationBusiness response
12/05/2024
This correspondence serves as SSM Health's response to BBB Complaint # ********.
SSM Health reviewed the concern and is taking steps to resolve this account and resolve the balance discrepancy as requested. A separate correspondence is being sent our patient outlining the steps taken and the timeline for resolution.
Thank you for allowing us the opportunity to respond to this complaint.
***** P SSM Health Patient Financial Services
Customer response
12/06/2024
Complaint: 22576486
I have reviewed the business' response and am rejecting it because: To date the account has not been resolved and they have sent bill to third party and they are trying to collect on a debt with an invalid balance in which SSM agreed to January 2024.
Sincerely,
******* ********Business response
12/09/2024
This correspondence serves as SSM Health's response to the consumers rejection.
An email was sent to the consumer on 12/5/2024 outlining the steps taken to resolve the complaint. A refund in the amount of $2000 was processed on 12/5/24.
Thank you,
***** SSM Health Patient Financial Services
Customer response
12/11/2024
We have not received any emails from ***. We have not received any calls in regards to this. We have not received a refund in in form of payment.
This response from SSM is unprofessional and without any details. I still have ************* calling for an incorrect bill.
Initial Complaint
11/12/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
On 11/28/2023, I received service from SSM Health. My Insurance provider, ******, initially denied my claim. After an appeal, they accepted my claim. In the meantime, SSM Health billed me and I paid them. Then after Quartz accepted the claim, they paid SSM Health. Now I cannot get SSM Health to refund me. SSM Health first asked me to prove that I paid them when all along they had records that I paid. I have been trying to get a refund since June. My claim numbers are: ******** and ********.Business response
11/15/2024
The correspondence serves as SSM Health's response to Complaint ID: ********.
A refund has been issued to the patient. Correspondence is being sent to the patient with details of the review and resolution.
Thank you for allowing us the opportunity to respond to this complaint.
***** SSM Health Patient Financial Services
Initial Complaint
11/12/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
My daughter was born in March and unfortunately her pediatrician was unavailable to see her in the hospital for discharge. She was seen by a SSM healthcare provider and we were billed for that service and although they had our insurance they never billed my insurance even after I called several times. They sent this claim to collections and now are telling me that they missed the deadline to submit and sorry for the inconvenience but you have to take care of this. Im extremely frustrated and dont recommend them simply for their billing department and lack of helpful/knowledgeable customer service agents that will tell you everything is all good and insurance will be billed just to be totally lied to and let down.Business response
11/12/2024
This correspondence serves as SSM Health's response to Complaint ID ********.
The complaint states SSM Health failed to submit a claim to insurance within the filing time frame which resulted in the balance being placed with outside collection.
SSM Health missed the opportunity to add and bill a claim to the guarantor's insurance within the allowed timeframe for billing. This oversight caused the balance to transition to collections in error. The account balance has been recalled from collections with no adverse effect to the guarantor's credit. The balance was adjusted as a courtesy, alleviating the guarantor of any financial liability for this service. On behalf of SSM Health, please accept our apology for the inconvenience this has caused.
***** - SSM Health Patient Financial Services
Customer response
11/12/2024
Better Business Bureau:
I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution.
Sincerely,
**** *******
*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. ↩
BBB Rating & Accreditation
This business is not BBB Accredited
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
80 total complaints in the last 3 years.
38 complaints closed in the last 12 months.
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