ComplaintsforPenrose-St. Francis Health Services

• Initial Complaint

  07/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have had about 100 visits at Centura Health, and with doctors and organizations in their network and about 80% have been billed incorrectly. Typically my secondary insurance, which has been on file with them the entire time, is not billed, but lately other issues have cropped up as well. I have tried working directly with their ******************** that has proved pointless, even when I spoke to supervisors. I have tried calling their corporate HQ at the number listed on their site, but unbelievably, no one ever answers the phone (I have tried 30 times on different days and at different times), you just get a recording telling you to try your call again. I finally was able to speak to a billing department exec named ***, in October of 2022, and she said she was appalled by what she saw about how my billing issues have been handled. She assured me she would rectify it, but it literally just got worse. Prompting me to file a grievance in 11/2022 in which I specifically stated that this grievance was not about one specific claim, but about the totality of the situation and their inability to properly bill my account. I received a reply 6 weeks later telling me that they reviewed my claim, and that the bill was paid, and they closed the grievance, so they didn't even bother to read my complaint. In desperation, I drove to the hospital, went to admin and asked to speak to someone, thinking that if I was standing in front of them they would see me as a person, not just a voice on the phone, but I could not even get past the receptionist. She didn't even check with anyone, she just took my callback info and said she would pass it on. Nobody ever got back to me. I tried the ****** but billing problems are not their purview, so you are my only hope to get their attention because they are totally ignoring me and my issues. I have severe health issues, including a terminal illness, I need to be focused on my health, not Centura's billing issues. Please help me.

• Initial Complaint

  06/29/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  My wife was admitted to the Centura Penrose Hospital in late October 2021 with a traumatic head injury due to a fall. She has Humana Senior PPO insurance. She remained at the Penrose Hospital location for six days completing her Humana in network payment responsibility. This **** has been paid.In early November 2021 she was transferred by Centura by ambulance to the Centura St Francis ************** for rehab. We have been informed by Humana that as of 02/08/21 this facility is no longer part of the Humana contract with Centura and she has been billed an out of network copayment for her 13 day stay for a total of $6,500. We have been working with the Centura billing department since early February 2022 and have opened two different requests for review with no resolution. We have also opened a complaint with the Centura Disputes Department.It appears Centura sent her from an in network Humana Centura facility to an out of network Centura facility without informing her or myself of addional out of network charges. I am Korean war veteran on disability due to an 80% hearing loss and my wife is experiencing significant cognitive difficulties. We are living primarily on social security and VA disability benefits and this **** creates a significant hardship for us.The Centura and Better Business Bureau websites show the Penrose-St Francis Health Services as part of the same Centura system so a reasonable assumption would be that both hospitals would have the same in network insurance. The Penrose Hospital in network charges and the St Francis ************** charges were sent on the same billing statement.I believe that as my wife was first treated at a Centura in network facility and then transferred by Centura to an out of network facility that is part of the same Penrose-St Francis Health Services Centura system that this results in a surprise billing. We have also contacted the ******** ******** of ********* to investigate this matter.

  

  Business response

  07/06/2022

  Hello,

  Centura Health has already received the patients concern and the account is currently under review. The dispute process can take ***** days. Please allow additional time for resolution. The account is on hold and all actions to collect on the balance have been ceased until the dispute review is completed.

  Thank you,
  Centura Disputes Team
  Revenue Management
  Centura Health
  
  *********************************************************
  Toll Free ************ or
  Denver Metro Area ************

*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. ↩