ComplaintsforHoly Family Memorial Hospital

• Initial Complaint

  05/11/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I went to the ** 2/21 for severe colitis had ct etc d/c to home. finally received a **** in may 21, june 21, and supposedly july 21. I had started paying ****** each month. I continued to try to pay, but the statement they sent me did not have a working access code to pay online, therefore i called multiple times without success reaching anyone as they apparently don't work in the billing **** because of covid...i also left messages when i could and did not receive a call back. lo and behold last week may 2022, i get a random call from hfm billing saying i owe them money and need to pay or go to collections...i have no idea how much it is, i request a statement etc and ask why they didn't respond or send monthly statements to be paid, guess what no answer, i receive a statement with letter asking for payment in full or collections in 30 days. i called to again talk to billing, after 3 phone calls and almost an hour on the phone i get no where and want to speak with supervisor. i work for a hospital, i get a statement every month until my **** is paid, i get bills from the clinic every month til its paid, i get bills from the dentist every month until its paid, what is there excuse? ughhhhhh its your fault we are sending you to collections. they are the worst with helping or explaining or even doing the right thing and sending out bills. they should be fined and forgive all of us patients they have screwed over it is not right. they should be shut down poor froedert getting mixed up with that place

  Business response

  06/08/2022

  We are in receipt of the Better Business Bureau complaint ********. Thank you for the opportunity to provide our response.
  We apologize that your experience working with Holy Family Memorial billing did not meet your expectations. We work hard
  to provide excellent customer service.
  A patient statement was sent to you in May 2021, June 2021, and July 2021 for a visit that took place in February 2021. The
  reason for the gap in time was due to insurance processing. We do not send statements to patients until the insurance has
  adjudicated the claim. After 3 statements are sent, if there is no formal payment arrangement, additional statements are not
  generated. While we received partial payments on 8/23/202/, 9/23/2021, and 5/21/2022 these payments were not part of a
  formal arrangement.
  Our department reached out to you on 4/27/22 and 5/17/2022 to discuss the remaining balance and payment options.
  Because a payment plan was refused, a final notice was mailed on 4/27/22. On 6/1/22 you spoke with a manager who
  listened to your concerns regarding your experience and was able to set up a formal payment plan which prevents the balance
  from going to collections.
  Because Holy Family Memorial is affiliated with Froedtert and the ****************************, there are improvements that
  we were able to make to the patient statement and billing process for services provided April 2022 and forward. *********************** team has extended hours to assist patients over the phone who have questions regarding their ****. We also
  proactively send email notifications regarding billing updates in addition to the statements. There are also self-service tools
  available in MyChart to view statements, view itemized bills, set up payment plans, and apply for Financial Assistance.
  Thank you for the opportunity to respond to this complaint. Please let me know if you need anything further.

• Initial Complaint

  01/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to HFM in *********, ** because I thought they were covered under my insurance. I went there on 3 separate occasions and was never told the doctor nor the hospital facility was covered under my insurance. The doctor no longer practices at HFM. This is NOT my complaint, only background info. I received the 3 bills that totaled $1,173.06. I was set up on a payment plan. My payment plan started on 4/12/21. I always paid on the 12th of every month. I was never late. This is my complaint:I thought it was strange that I did not get a **** around 12/12. I called and told they billing specialist this and also paid my monthly **** of $116.00. On 1/10/22, I received the **** from December. There was a note on the billing statement that I was going to be sent to collections. This is ridiculous! I called HFM and spoke to the billing specialist and ***** told me that the company they use to send out statements did not. HFM did not realize this until mid December. No apology was given! So even though I called in December and made my monthly payment, I am being sent to collections because there billing department needs to be more organized! They intended to ruin my credit for one monthly payment that I actually made!!!! This is my complaint!

  Business response

  01/25/2022

  SEE ATTACHED

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