ComplaintsforPenn State Health Holy Spirit

• Initial Complaint

  06/28/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Penn State Health is the biggest joke around. I tried calling ************** and ************ for FIVE DAYS STRAIGHT AND I CAN NOT REACH A PERSON!!! I EITHER GET HUNG UP ON OR THE WAIT TIMES EXCEED OVER AN HOUR!!!! I DO NOT HAVE TIME TO WASTE TO GET A HOLD OF A PERSON TO ADDRESS MY CONCERSN!!!! I left a message asking for a call back and they did not even do that!!! Do they have 1 person working the phone lines???I received a bill for $44.38 and when I call the 1-800 number i am told my BALANCE IS $517.02. SO WHERE IS THE BILL FOR $472.64??? I am MISSING A BILL! WHERE IS IT??? I NEED A COPY OF IT!!! I went onto the portal to get a copy of my bill and you cant even do that!! It's pathetic when you have to get a response through the BBB because Penn State health is too incompetent to answer the phones. AGAIN I NEED THE BILLING STATEMENT FOR $472.64. PENN STATE HEALTH NEEDS TO MAIL IT NOW! OR TELL ME WHERE I CAN PRINT OUT A PDF COPY OF IT! YOU WILL NOT GET ANY PAYMENT FROM ME UNTIL I RECEIVE THE BILL!

• Initial Complaint

  12/13/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We had a follow up appointment scheduled for our infant (born 11/25/2021) for a weight check. I was in the vehicle when my fiance scheduled the appointment and it was confirmed for 12/10/2021 at 10:05 AM. We arrived at 10:03 AM and were told by the front desk that we didn't have an appointment. When we stated we did, they inferred that we were tired as new parents and made a mistake. I stated that regardless of who made a mistake (note: I did not openly accuse this organization of making a mistake as their representative just did to us) that this was for a weight check to confirm our daughter was healthy and asked if one of the doctor's had a few minutes to just weigh her and we'd be on our way. I was told no and that the soonest they could see us was in 5 hours. After seeing the incompetence of the front desk and their inability to work with patients, we decided to transfer care to a non-penn state facility. Over the course of the last (3) business days we have tried calling and cannot get a hold of anyone at the facility. We called penn state patient relations this morning and got a hold of a call center. They shared our frustrations as they weren't even able to get a hold of the patient representative specifically for that facility either. Currently we aren't able to schedule standard checkups and appointments for our newborn with a new doctor until your facility sends over the records, therefore, your institution is obstructing the health and welfare of our daughter. I will continue filing complaints with every available entity until someone can reach out to me and rectify this and if not rectified in a reasonable timeframe will seek legal aide. Penn State needs to scrutinize their administrative staff better and is obviously a "dollars first" organization and not a "patients first" organization.

  Customer response

  12/14/2021

  This was the Camp Hill location.  They recently moved to Gettysburg Road.  Their systems have not been updated.

  Business response

  01/25/2022

  January 25, 2022 
  
  Dear *** *******, 
  I offer my sincere apology for the delay in communication about this complaint. This not a typical billing complaint, so it needed to be transferred to the area more suited to responding to the concerns presented by *** *******. 
  Please note no specific identifying information was provided about the identity of the patient noted in the complaint, only a reference to a baby girl born on 11/25/21. 
  

  Upon receipt of the complaint it was forwarded to our Patient Experience Team who were able to identify enough specifics about the patient to forward the complaint to the appropriate clinic area. 
  
  Following is a synopsis of the handling of the complaint from that point; including direct interactions with *** ******** ******* concerning his complaint. These interactions were handled by the manager of this particular clinic; 
  
    • 12/14/21 patient was called and a voicemail left to have ******** ******* return the call so we could discuss his concerns. The manager left her cell phone number. 
  

    •  12/22/21 manager called again in an effort discuss the concern. ******** answered the call. Discussion occurred about the previous attempt to contact him. He shared the number called and message left was his finance's number. She relayed the message to him. He stated because his number was not called, he wasn't returning the call. 
   
    • ******** and the manager spoke about the concern of the appointment and not being seen for the weight check. I, the Manager did apologize for the confusion. Manager discussed the phone issue with ********, indicating there were phone issues when we first moved to the office, but much work has been done to rectify these issues. He further stated he called several times and no one answered the phone. Manager explained we had no message from him in the phone message line. He replied "Why would I do that?" (about leaving a message). 
  
    •  He relayed his frustration about the necessary effort required to obtain his child's records, further stating someone from medical records was to call him. Manger did explain the medical release process and offered solutions, but he informed her that he figured it out and has since obtained his records. 
  
    •  The manager upon ending the call, thanked *** ******* for sharing his concerns and wished him the best with his newborn. 

  It is our opinion that *** *******'s concerns have been addressed and it was done within a timely manner following the receipt of the complaint and identification of the affected patient, even though the report of the outcome to the BBB is viewed as untimely. 
  

  Thank you 
  Respectfully, 
  
  Linda S.

  Team Manager Customer

• Initial Complaint

  09/07/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My wife had a visit to Holy Spirit on 01/08/2021; She had a Clinical Lab and Doctor visit; Holy Spirit bill my insurance ( ******** *** ****) for Doctor visit correctly, but they bill incorrectly to my previous insurance (******) for Lab. When I received the bill for the Lab, I call the Holy Spirit and ask them to correct the insurance information, I was assured that I should disregard this bill and correct claim will be submitted to the Highmark insurance; After a month I got another bill saying that my claim is rejected; When I checked, the insurance policy number was wrong, I call the Holy Spirit and ask them to correct the policy number, again the agent assure me that I should disregard the bill and they will submit the claim again; Last week 8/27/2021, I got notice of collection from ********** for this bill; I was unable to contact the Holy Spirit to correct this issue, I call my insurance and could not find any claim;

  Business response

  10/22/2021

  October 12, 2021 
  

  Dear *** *******, 
  

  This response is written to address the concerns presented by ***** *****, concerning the miss directed lab billing for service provided at Penn State Health Holy Spirit. 
  

  We can assure *** ***** that as of the 15th of September the account was returned from **** ****** and a corrected claim was submitted to ******** *** **** on September 16th. 
  

  Recently the insurance company processed the claim leaving a balance of $283.41, which *** ***** paid on October 12, 2021. 
  

  At this point it would appear the case has been resolved satisfactorily, but we sincerely apologize for previous errors in the billing process that resulted in an inconvenience to *** ***** and an unfavorable impression of the operational process. 
  

  We appreciate the opportunity to make the appropriate corrections and hopefully restore confidence in the billing process. 
  

  Respectfully, 
  

  Linda S.

  Team Manager, Customer Service

*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. ↩