Wheaton Franciscan Healthcare

We appreciate this opportunity to respond to Mr [redacted] ' concerns.Upon review of events with Mr [redacted] having to expidite shipping of medical items to his son, Wheaton Franciscan Healthcare is in the process of refunding Mr [redacted] for the shipping costs of $The check is being issued through our corporate offices and Mr [redacted] can expect the check to arrive no later than 12/15/A Customer Service representative has been assigned to follow up with Mr [redacted] by telephone on 12/15/to ensure that the check did arriveThat representative has requested a root-cause report from our Medical Group staff to explain why the prescription was never sent by the physician to the pharmacyOur representative will relay the results of that report to Mr [redacted] during that phone call on 12/15/15.Thank you for the opportunity to respond to this complaint.Sincerely, [redacted] Wheaton Franciscan Healthcare [redacted]

Hello,Thank you for the opportunity to respond to this complaint.The complaint was directed to a facility for Wheaton Franciscan Healthcare, IowaAnd rather than simply forward it on, I have been in contact with that part of our organizationAnd what follows is the response we received from *** [redacted] , a coordinator in the Patient Financial Counseling Department:"The guarnator, [redacted] , had, in fact, submitted her secondary insurance information to the extended business officeHowever, due to internal error, the information was not received by the insurance department to submit a timely bill to Medicaid for considerationThe guarantor should not have been held responsible for the balanceDue to this information, we have instructed the collections agency to close the account and to remove the negative reporting from Ms [redacted] 's credit file."Again, we apprecitate this opportunity to respond to this complaintSincerely, [redacted] Customer Service Representative Wheaton Franciscan Healthcare

Thank you for the opportunity to respond to this complaint.A representative from our customer service department was able to speak with the patientBecause of the recent implementation of our new billing system, EPIC, payments from the patient were being posted to incorrect accountsOur representative was able to deliver to the patient a spreadsheet showing where the payments were incorrectly applied, then, ultimately correctly applied to the proper acctsThe balance for the patient was indeed always the $And now, the receipts and statements correctly reflect the patient's payments.We apologize for this inconvenience for the patient- [redacted] Wheaton Franciscan Healthcare

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this did not resolve my complaint For your reference, details of the offer I reviewed appear below As you can see it is 12/20,At this point in time I have not received a checkThe company representative did call me back on the 15th, I missed the callI called back on the 17th to let her know that I have not received the check yetLater in the day I called again and learned that no check was sent and that I might get one after the 23rdAfter hearing that it wasn't sent yet the words were no longer having much meaning to me because action speaks louder than wordsI do believe the representative wanted to resolve thisAs far as to why the prescription wasn't sent to the pharmacy, she explained that it was sent to the old pharmacyMy insurance changed and the old pharmacy was no longer covered, that is why we wanted a new prescription sent to the new pharmacy to begin with, that information would have been shared in every call made about the prescription Regards, [redacted]

Thank you for this opportunity to respond to the complaint.A Wheaton Franciscan Healthcare customer service representative was able to speak directly with the patientIt was revealed a claim had not been issued to the patient's insuranceInsurance info was reviewed and added for the facility charges and a claim has now been sent to insuranceWe apologize for this errorThank you, [redacted] Wheaton Franciscan HealthcareCustomer Service Representative

[redacted] , a representative from Wheaton Franciscan Healthcare’s Corporate Responsibility Department, was able to speak directly to Mr [redacted] regarding his concernsMr [redacted] was also give information on how to obtain a free credit report for his daughterAt this time, it is our understanding that Mr [redacted] ’s concerns have been resolvedThank YouWheaton Franciscan Healthcare

First of all I would like to apologize for your experience with Wheaton Franciscan HealthcareWe here at Wheaton are here to serve the patient to the best of our abilityWe value superior performance in our work and service It is very disappointing to hear about your experience with WheatonWe will be notifying Convergent to have your account pulled from the Credit Bureau and write the balance offAgain I would like to say how sorry I am about the experience with the lab at StFrancis HospitalHave review the patient account we did find where the patient was billed twice for the lab charge and should have only been billed for the initial visitDue to the labs error and not running the test correctly the first timeThe patient should have never been billed for the second lab test

Thank you for the opportunity to respond to the complaint.A representative from Wheaton Franciscan Healthcare's Customer Service department was able to speak directly with the patient regarding his concerns.Our representative had services and coding for services was reviewedUpon that review, charges were deemed correctHowever patient expressed to the representative that he still felt that charges being billed to him were too high.Unfortunately, the charges remain the patient's responsibilityThank you for the opportunity to reply to this complaint.Wheaton Franciscan Healthcare

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below My complaint was hardly addressed and remains unresolvedThe representative explained to me, very clearly, how their billing structure worksSo yes, I did "understand" what she saidHowever, my complaint is that I was told incorrect information when I originally inquired about pricing.Whether or not I "agreed to a payment plan" is debatable and irrelevant to the actual issueI was told that I would need to pay $by the end of the month or else my bill would be sent to collectionsI made it clear, in my original complaint and over the phone, that I was going to pay the bill in order to avoid dealing with collections and a potential negative impact on my creditMy payment does not reflect my agreement that I should have to pay any amount.I will be out of the country until 12/with limited access to phone and emailI will not be able to respond to any communication until I return Regards, [redacted]

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me untied health care hot springs at Regards, [redacted]

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] ***

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

Thank you for the opportunity to respond to this complaint.The hospital (facility charges) account balance was paid by patientBut the facility charge bill in the Wheaton Franciscan Medical group (professional, Doctor) were notThe remaining payment was applied to that $balanceThat is why the patient never was issued a refundThe payment was correctly applied.Our customer service representative has mailed itemized bills to the patient that will better explain how the payment was disbursed[redacted] Wheaton Franciscan HealthcareCustomer Service [email protected]

Thank you for the opportunity to respond to this complaintOne of Wheaton Franciscan Healthcare's customer service representatives has tried to reach the patient by telephone, using the phone number providedBut the number dialed rings, then goes silentWe have sent a letter in the mail the patient requesting a call backThank you, [redacted] Wheaton Franciscan Healthcare

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Wheaton Franciscan reached out to me twice to discuss the complaint and explain the charges to me. However, they did absolutely NOTHING to resolve the complaint. Literally - their response was, "we heard your complaint, we aren't going to do anything." I still demand that my bill be adjusted to reflect my minute urgent care visit.
Regards,
*** ***

We do not show this person as a Wheaton Franciscan Healthcare patient in our systemSince the address given is from Missouri, we recommend the patient contact the Revdex.com of Missouri. Wheaton Franciscan Healthcare Southeastern Wisconsin

Hello Mr***,
Thank you for the opportunity to respond to the *** complaint, i.d***
Upon review, it was learned that the date of service documentation was reviewed by the physician who performed the servicesThe doctor updated and expanded documentation which resulted in a
updated diagnosisA corrected claim was preparedBut the corrected claim was never resubmitted to the patient's insurance carrier
The corrected claim has now been sent to the insurance carrier
One of our customer service supervisors has reached out to the Ms*** directly to explain the error and ultimatley the action taken to correct the error
Again, we appreciate the opportunity to respond to this complaint
Sincerely,
*** ***
*** *** ***

Thank you for an opportunity to respond to this complaintID #***A representative from our customer service department made seral attempts to speak with the patient by telephoneVoice mail messages were left for the patient.Our representative was able to have the All Saints account recalled
back from the collections agency and it will not be reflected on any credit reportThat balance is still owedAs for the refund that was issued to the patient, we should have looked in all Wheaton Franciscan Healthcare systems (hospital and clinics, both) before we issued a refundThat said, the refund is correctAnd the patient may cash the checkBut there still is that balance on the All Saints account the we had returned from the collections agency.We suggest the patient call our customer service department if there are any further questions.Thank you again for letting us respond to this complaint.*** ***Wheaton Franciscan Healthcare

Thank you for the opportunity to respond to this rejection response.A Wheaton Franciscan Healthcare representative called the patient again to discuss issueThe representative left a message on voicemailThe representative also pulled up the initial phone call that was placed to the patientUpon review of the recorded call, it is noted once again that the patient stated they understood what was being explainedAnd the call confirms the patient agreed to setting up a payment plan for $per month until bill is at zero owed.Thank you. *** ***
Wheaton Franciscan Healthcare representative

Thank you for the opportunity to respond to the complaint.Our customer service representative will be pulling the recorded phone call logs to have the conversations reviewedThe patient's comment that refers to a representative stating phrases like "we heard your complaint, we aren't going to do anything" is not verbiagetypically used by a Wheaton Franciscan Customer Service representativePlease allow extra time for us to review and respond. Thank you. Wheaton Franciscan Healthcare