ComplaintsforPremier Surgery Center of Louisville
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Complaint Details
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Initial Complaint
03/27/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
See attached.Business response
04/29/2024
This complaint has been handled on the the facility level, as everything was explained in full to the patient at the time of speaking. We will also mail her a letter of apology. There was a glitch in the collections system and the patient accounting system that is used. We received other similar calls with the same issue of patients being turned over to collections in error. We immediately took all of these patients out of collections and notified the patient accounting system directly with the issue to have their support team look into this. The issue was corrected and we have not had the same problem since. It was also discussed with the teammate whose job it is to send these accounts over to Phase 1 of collections that she is fully aware to look into each account individually before sending, as to never send a patient that is making those regular payments- for future reference. At the time **** **** called, it was thought that it was human error that caused this, though it was then determined to be a system issue that was out of our control until we were made aware. We handled it immediately. **** ****'s credit was not affected, as Phase 1 collections does not do that. That was also explained to the patient. We believe this matter has been fully resolved and we will follow up with her, as well. Thank you.
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.