ComplaintsforJohns Hopkins US Family Health Plan

• Initial Complaint

  06/06/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I recently noticed that the Johns Hopkins USFHP had the wrong address in both of my children's profiles (***** *** *******). The address was correct, but the state was listed as Virginia instead of Maryland. I have called USFHP three times to attempt to resolve this, spending ~45 minutes on the phone with them each time. Every time I speak to them, they attempt to shift responsibility to my military record where they pull their information from (DEERS) saying that it must be wrong. I have repeatedly checked DEERS and it is not wrong, this is a problem that lies with USFHP. Each of the three times, I have contacted USFHP, I have been told the problem is fixed, but it has yet to be actually fixed. Yesterday (June 5) I was told on the phone that the issue was processing and would reflect in their system today (June 6). My address is still wrong. Finally, when I initially contacted USFHP, I expressed significant concern at the fact they have been mailing my private health information to an incorrect address and are unable to provide an accounting for if they have received any of it returned to them. I was transferred to the compliance department where their voicemail said I would receive a phone call within 24 hours, and it has now been 4 days with nothing. This entire situation seems to show a shocking lack of urgency and care when relating to a military members' family medical information. USFHP needs to do better in the future and needs to make this situation right immediately, no matter what it takes.

  Business response

  06/06/2024

  Thank you for contacting the Single Billing Office for Johns Hopkins Medicine. This concern is not billing related, our office does not have access to USFHP benefit information. I have provided the contact information at the bottom of this response. I have also provided the contact information for the HIPAA and fraud department due to your concerns about your information being sent to the incorrect address. I hope this information is helpful and we appreciate the opportunity to assist.

  Johns Hopkins USFHP

  Johns Hopkins US Family Health Plan
  Customer Service Department
  7231 Parkway Drive
  Suite 100
  Hanover, MD 21076

  Customer Service
  ###-###-#### or
  ###-###-#### (toll-free)
  ###-###-#### (fax)
  *****************************

  Report Privacy Concerns (HIPAA)
  ###-###-#### or **************

• Initial Complaint

  12/18/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been wearing an oral appliance that was made over 4 years with the help of a dentist that specializes in sleep apnea. I need to have the appliance replaced so I contacted my health care provider, Johns Hopkins Advantage Md Plus (PPO), to get the process started. There are no dentists within 100 miles of my home that are in Hopkins in-network directory. I asked Hopkins what I should do to get in-network benefits. This process started on September 22, 2021 and as of December 18, 2021 I still don't have a dentist. I've spoken to at least 6 people at Hopkins and keep getting handed off to someone else. After almost 3 months I've given up and need help. A more detailed description of what has transpired over the last 3 months is being uploaded as part of my complaint.

  Business response

  02/07/2022

  Business Response /* (1000, 5, 2021/12/27) */ Contact Name and Title: Mary D. Contact Phone: ********** Contact Email: *********@jhhc.com please see the attached response

*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. ↩