Wheaton Franciscan Healthcare

Review: Prepaid $2499.32 for a surgery for my wife. After the hospital filed an insurance claim it was determined I only owed the Hospital $1790.39. Have called and billing rep stated she would get back to me the next day but never did. Over 2 weeks and no reply to a letter. It has been over 1 year and the money ($708.93) has not been returned.Desired Settlement: A check for the full amount they overcharged me before another year passes.

Business

Response:

Thank you for the opportunity to respond to this complaint.The hospital (facility charges) account balance was paid by patient. But the facility charge bill in the Wheaton Franciscan Medical group (professional, Doctor) were not. The remaining payment was applied to that $708 balance. That is why the patient never was issued a refund. The 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]

Review: I have contacted the Wheaton Franciscan Healthcare billing center 6-7 times now. Each time I explain that the original claim was submitted with the wrong first diagnosis. In October, they told me they would resubmit the claim. I received a bill again in November. I called again in November, and was told again that they would resubmit the claim. I received a bill again in December. I called again in December, talking with not only billing, but Dr. [redacted]'s nurse. I was told they would resubmit the claim. I just received another bill on January 31. This bill says FINAL BILL. I called my insurance carrier, who did a three way call with Wheaton Franciscan billing. We were told that she could see the documentation from December that they were supposed to resubmit the claim, but obviously never did. We were told yesterday that they would resubmit the claim. I don't believe them anymore, and felt the only way to get them to action was to file a complaint.Desired Settlement: I am asking that they resubmit the claim with the correct first diagnosis of Wellness Exam. My insurance covers a yearly Wellness Exam, so I should not be billed for these charges. That is why I went to the doctor. Wellness exam.

Business

Response:

Hello Mr. [redacted],

Thank you for the opportunity to respond to the [redacted] complaint, i.d. [redacted].

Upon review, it was learned that the date of service documentation was reviewed by the physician who performed the services. The doctor updated and expanded documentation which resulted in a updated diagnosis. A corrected claim was prepared. But 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. [redacted] 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,

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I received a call from a Customer Service Supervisor, who assured me she would watch that the claim does in fact get resubmitted. She also told me she would follow-up with me in March, once the claim has had a chance to go through the claims process. I accept this response, but will want to reopen this complaint if I do not hear back from Wheaton Franciscan in March, and if the claim does not get resubmitted.

Regards,

Review: I have been attempting to get my pension transferred from Wheaton Franciscan Retirement plan to another investment firm for the last year and a half. I have submitted the paperwork that was requested on at least three different occasions (twice via certified mail). Every time the completed forms were submitted they continue to ask for the same forms over & over stating that forms were missing or incomplete. I made copies of all the forms submitted each time and the forms were completed as requested by Wheaton Franciscan. The last time I submitted the forms via certified mail on May 18th 2015 I received another response from Wheaton Franciscan Retirement Plan asking for the same forms again on June 20, 2015. I have called them several times asking about the status of my request and they continue to say they are not able to read information from an internal scanner at their processing center. This makes absolutely no sense because the original forms were sent via certified mail.Desired Settlement: I want my entire pension transferred ASAP to the investment firm listed on the documents I submitted to Wheaton Franciscan Healthcare. Thanks

Business

Response:

Hello and thank you for this opportunity to respond to complaint #[redacted] that was submitted by [redacted].Here is a formal response from Karen Hanley, a Director of Benefit Plans for Wheaton Franciscan Healthcare:It is Wheaton Franciscan

Healthcare’s intention that former associates receive requested pension benefit

payments in a timely fashion and in compliance with all applicable rules and

regulations. In order to do so, the organization has engaged the services

of a third party vendor to administer the Wheaton Franciscan System Retirement

Plan which includes the processing of all benefit payments. Due to this

arrangement, Wheaton was not aware of the difficulties this member was having

with regards to receiving her payment until June 23, 2015. When notified,

immediate action was taken to verify with the third party vendor that all necessary

paperwork had now been received based on the latest member submission, that the

payment has been scheduled for the next possible disbursement date, and that

personal contact has been made with the former associate to confirm these

actions. In general, the pension payment process is complicated and

requires a number of time sensitive IRS forms and documents in order to

disburse a payment. Wheaton Franciscan Healthcare welcomes the

feedback from this former associate regarding her experience which has prompted

a thorough review of the vendor’s handling of the case. As a result,

coaching opportunities have been identified for the customer service team and

process improvements identified for the operations department in order to

eliminate any future similar occurrences.

Review: I feel like these people are trying to scam patients and insurance companies. I have gone to a lot of specialist doctors whose offices were within a hospital and always got charged as an office visit, not a hospital visit! If the only office a doctor has happens to be located in a hospital how is that my problem? I have always just had to pay a co-pay. EVERYONE BE WARNED ABOUT THIS PLACE!!! I went here for just a office consult and I was wondering why they were putting a "hospital bracelet" on me. I asked why I would need that and they told me they just do it to everyone and not to worry about it. I asked if I was being admitted and they said no so I asked again why I had a bracelet and once again they said that is just what they do! Well they do it so they can charge a hospital admitting charge instead of a regular office visit! instead of getting a bill for the $50 specialist co-pay I would have at ANY other place I got a bill for $250.00 for my hosital deductable (just the office visit)(I also had blood drawn that day and have not got that bill yet!!!!) I am getting my masters degree in healthcare and this is HIGHLY unethical!!!! Plus I have worked in the healthcare field for the last 12 years and worked directly in the healthcare insurance field for 3 years before that. I have never experienced this before. They do what they do to get more from the insurance companies and patients. I have had cancer and other issues in my life and have been to MANY specialists located inside of a hospital setting and never had this happen!!! TOTAL SCAM!!! And why did they say they were not admitting me when they really did so they could charge like they were! When I was questioning why I had the bracelet I asked if I was being admitted and why and they said I wasnt, but then they bill as if they are! I AM NOT PAYING THIS BILL! HIGHLY UNETHICAL business!! THIS NEEDS TO BE LOOKED AT AND INVESTIGATED!Desired Settlement: bills dropped and new policies or explanations to future patients otherwise I AM CALLING [redacted] to do a report so that people at least know about this and dont end up with the bill that I did and I am sure there is a government regulation area for me to specifically report this kind of unethical healthcare behavior besides the news which I WILL DO IF THIS IS NOT FIXED or maybe I can file a lawsuit for being lied to and misled if this is the way they want to play that game

Business

Response:

At Wheaton Franciscan Healthcare, our Value of Excellence demands that we provide the best possible experience to our patients. When a patient or family perceives that the service was less than expected, we take that very seriously.

Review: On 12/30/2013 my son had his 6 month check-up with Dr. [redacted] at Wheaton Franciscan All Saints. At his appt. we were asked if there is any concerns. We brought up our concern that was asked at his other appts that he has a flat spot on his head and were just making sure that it was normal and nothing to worry about. Through my insurance this is a preventative appt. that is picked up at 100% from my insurance. A month or two goes by and I received the Explanantion of Benefits which showed that everything was covered except one charge that was labeled MEDICAL CARE which the provider charged $135.00 and I was responsible for $130.51. I contacted my insurance to have them explain why that was not being picked up at 100% since that appt. for my 6mo. old son was a preventative appt. I was told the hospital coded that particular charge for my son as being seen for a medical condition with his mouth (thrush came to mind). I told the insurance that my son never had thrush and it was probably a little left over formula in his mouth and has nver been treated for thrush especially from that appt. The Insurance said they would go back and ask to recode. Time passes and the Insurance said that the doctors office said everything was coded correctly. Now dealing with the hospital and Dr. [redacted]'s office has not been easy by any means and phone calls are not returned. I feel it is unethical to falsely charge patients for services that are not correct. When dealing with wheaton they only hear what they want to hear and are the only hospital in the city of [redacted] which maybe makes them feel superior. I have paid every single bill from them and continue to, but I will fight tooth and nail when I am falsely charged and taken advantage of.Desired Settlement: I would like to reverse the charge or credit account for $130.51 from date of service 12/30/2013 for [redacted]. [redacted] with the bill being under my name [redacted]. [redacted].

Business

Response:

This account and complaijnt is now under reveiw. We expect to have a report completed by March 12th, 2014. We will respond with that report on or before 3/12/14.

Sincerely,

Wheaton Franciscan Healthcare

Consumer

Response:

I had stitches put in my face back in 2011 and now in 2015 I find out that my credit is hurting because Elmbrook Hospital never submitted any bill to my insurance company. So now because of that I am stuck paying for it out of pocket. I call elmbrook to clarify what happened and they couldn't tell me one thing except suggesting me to pay for the bill with a budget plan. For that I will never return to your facility and I will make sure that no one else I know does either.

Review: They do not credit my account for a payment that was paid by my insurance ( Monumental Life Insurance Company ) for $74.50 Date of service July 9th, 2012 even though a copy of the cancleed check was provided.( Check # [redacted] ) They keep billing me every month for the $74.50 This has been going on for at least the past 4 months. We even had a conference call ( [redacted] ) to Customer Service ###-###-#### @ 2:30 PM on June 17th, 2013 at which time they said they would credit my account. They do not credit my account and every month they send me a bill for the $74.50 I call them every month and don't get anywhere with them.

Product_Or_Service: Medical Procedure

Account_Number: # [redacted]Desired Settlement: DesiredSettlementID: Other (requires explanation)

Credit my account for the $74.50 that was alreadry paid.

Business

Response:

Hello,

We are in the process of crediting the patient's account. Representative [redacted] will reply when the balance is zero. We expect that to happen in 1 to 2 business days.

Wheaton Franciscan Healthcare

Business

Response:

An additional update: Our insurance follow-up department did. indeed, locate the insurance payment of $74.50. It has now been applied to the balance. Patient owes nothing on the date of service, 7-9-12. We apologize for the incovenience and thank you for the opportunity to correct the error.

Sincerley,

Wheaton Franciscan Healthcare

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and hope it does not happen again in the future.

Review: Back in Jan 2014 I walked into the ER and was taken care of. I was told by the ER tech that I could apply for the Community Care Program since I was un insured at the time and recently graduated college. I have very little money and work a part time time currently. I was seen at the [redacted] ER . I took over 2 months of me calling and really harassing to even get the application for the program. I had to keep calling and complaining. I was very upset because at this point I have received 2 bills from my visit. I finally got the paperwork and was told to fill it out and send it in. [redacted] I believe her name is was my contact info to get a hold of if any problems. I have reached out to her numerous time and left voice mails. I was told she was gone for a month and no one was doing her job. I spoke with her a few times after it was me doing all the contacting not her. She contacted me finally today july 15th , 2014 saying I did not include a bank statement. hadn't had an account prior to this it was closed so I went and opened one and printed the bank summary online. and sent it in. She is now telling me I have to have bank statement. I do not think I need to send my personal info if you already have a copy of last years tax returns. So I went and made copies and sent it in today. But when talking to her about this she couldn't find my paperwork which I had sent in 2 times. I was put on hold for 15 minutes while at work because she couldn't return my call in the 5 hour time period I gave her. She cut me off, was rude, and didn't even say sorry. She seemed to hate her job and didn't help me but made me mad. My co workers even heard in on the phone and said she was rude. She told me wheaton sent me paperwork when I told her many times I did not. Treating me like crap. Now one bill is in collections due to her not doing her job. I have called enough times and did all I could. I understand I'm not the only patient who needs help but this is unacceptable. She needs to be aware of her actions. I did tell her I was going to report her and she blew it off. I have been telling everyone I know to avoid going to any Wheaton facility. I had to have surgery after visiting the Franklin location and decided to start all over with my health issues with Aurora. I love it there and will never return to Wheaton.Desired Settlement: I would like [redacted] to be aware of this and actions to be taking for her not being professional. I would like my application to be 1st priority and processed right away. I have a bill in collections and that goes against my credit. This is not my falt but your companies.

Business

Response:

Thank you for making us aware of the concerns that Ms. [redacted] has sbrought to attention regarding our charity care program, as well as the performance of one of our financial counselors.

In reviewing Ms. [redacted]'s accounts, I do see documentation that she was sent a charity application both in February and in March 2014. On 4/3/14, the first financial counselor assisting with her application sent her a letter stating that bank statements (required documents for application processing, were missing. Her application was subsequently denied because we didn't receive the required statements.

On 5/23/14, Ms. [redacted] contacted financial counselor, [redacted], to obtain a new application. [redacted] sent this to her. On 7/5/14, Ms [redacted] called to check the status of her application. [redacted] advised that she was still missing the bank statements. Ms. [redacted] stated she would bring them in person on 7/17/14. She brought her bank statements in and [redacted] forwarded application and documents to the auditor on 7/18/14 for approval.

I apologize that we didn't meet the customer service expectations of Ms. [redacted]. At Wheaton Franciscan Healthcare, it is our goal that every customer is completely satisfied with every aspect of their experience with our organization. Please know that we have followed up with [redacted] on Ms. [redacted]'s experience as is appropriate.

Please feel free to contact me with any further concerns or questions.

Sincerely,

Wheaton Franciscan Healthcare

###-###-####

Review: Wheaton sent our account to collections even though we were making monthly payments. We did call to set up a payment plan and evidently they never did it but we continued to pay regularly each month. We made payments and suddenly we got a collection letter when we should have been set up on a payment plan. We have many hospital and doctor bills with other places that have no problem with payments each month, but this seems to be a problem with Wheaton???Desired Settlement: This bill should be removed from collections and back to Wheaton. They should set up a payment plan as they should have in the beginning and we will continue to make payments each month as we have been until it is paid.

Business

Response:

I can do this one, [redacted]. (Per DCOM, AHC never set up the payment plan back in November.)

This just went to bad debt at the beginning of June. I am pulling it.

Wheaton Franciscan Healthcare

Phone ###-###-####

Fax ###-###-####

Consumer

Response:

Review: I have had long going issues with a total of seven collection accounts with Wheaton Franciscan. The older account was open in 2012, and the other ones are in the year of 2013. I had insurance through Wheaton Franciscan, and do to medical problems and I had also obtained insurance through the stated of Wisconsin (Badger Care, Children’s Community Plan). So I know for a fact in 2013, the medical expense that occurred was to be covered by Badger Care. However I’m still showing outstanding collections and judgment. Also I made attempts to get on an affordable repayment plan, and you collection department decline to work with me. I’m not longer working and my income has decreased substantially. So what I am requesting is that you review the out collection accounts, I need to know why Wheaton Franciscan did not bill the state for the balance. I confirmed with the state that I had coverage in the 2013 timeframe. I’m really trying to resolve this matter, because I am considering bankruptcy if the matter isn’t corrected.

Acct#[redacted] $1,140.00 open:2012

Acct# [redacted] $62.00 open 10/2013

Acct#[redacted] $51.00 open: 10/2013

Acct.[redacted] $65.00 open 10/2013

Acct#[redacted] $180.0 open: 10/2013

Acct [redacted] $314.00 open 10/2013

Civil Claim [redacted] open: 03/2013 $962.00Desired Settlement: I would like you to review all the account to make sure you billed Badger Care insurance during the time of courage. Also I would like you to run a bill analyst to ensure this collection accounts are valid. If there is a debt or bill that I am responsible for I need an affordable repayment plan to remove the judgments or civil claim. I can imagine the amount of this bill is tremendously less than an average person with medical debt. I have a chronic illness that has now placed me on disability and I’m not able to work. I have and still is trying in every aspect to resolve these issues.

Business

Response:

Patient did have BadgerCare T19 in 2013, but not for the entire year.

Per verification with BadgerCare through Forward Health, patient had coverage for the months of February, March, May 2013. Then a gap in coverage. But BadgerCare t19 coverage began again from September through December 2013. (Patient currently is covered until August 2014, in fact.)

Patient's account [redacted] in January of 2013 was simply not covered by BadgerCare because the patient's coverage was not valid until February 2013. We did bill patient's primary insurance (UHC) and they did pay on the claim. But left a balance of $1422.76 as patient responsibility. Since we never received payment for the balance, the acct was turned over to a collections agency in July on 2013. (Patient had collections balances at Wheaton Franciscan Medical Group clinics, too, that were not covered by BadgerCare T19).

Patient has previous accounts that were turned over to a collections agency, as well. Accounts [redacted] in September of 2011 and account [redacted] from September of 2012. We billed patient's insurance carrier, UHC, & they paid on the claims. But they did leave patient balance. Those balances were never paid & were ultimately sent to collections. Account [redacted], in fact, has been approved for lawsuit of payment. The collections agency is considering legal action to obtain payment.

Patient's daughter had Title 19 coverage the entire year of 2013. And they paid on all claims we submitted.

Patient has recently applied for Wheaton Franciscan's financial assistance program Community Care. And notes reflect that patient has mailed in her application fro processing. However, even if the patient is approved, it would not satisfy the older accounts that are in collections. The program covers accounts one year prior to approval...and 1 year going forward. (Patient has yet to be approved.)

Patient indicated that she may file for bankruptcy. If that happens, and we receive the discharge from Bankruptcy court, we will follow our bankruptcy guidelines. If the patient files a Chapter 7 bankruptcy, and the court approves by issuing a discharge, only then would we be able to adjust the account balances.

Thank you for an opportunity to respond to this complaint.

Sincerley,

Wheaton Franciscan Healthcare

Review: In October 2013, I required the emergency room services. My insurance paid their portion of the hospital charges and told me that I may be responsible for a certain portion. Since that time, I have never received a bill from the hospital nor any phone calls concerning these charges. The first notice I have of these charges was today when I received a collection notice from a bill collector.

I'm not disputing the charges or even the amount. I am complaining about their billing practices. I am livid about the way this has been handled. My credit rating is being threatened and I don't like it!

This is the second time this hospital neglected to send me a bill for services. The previous time took them about three years to send a bill at which time they threatened to send it to a collection agency.Desired Settlement: At the very least, I feel that I deserve a letter of apology from the billing department.

Business

Response:

Thank you for the opportunity to respond to this complaint.

It has been determined that we were mailing statements/bills to an incorrect address. While our hopsital records reflect the address listed in this complaint, our clinic had a different address. And statements had mailed to that incorrect address.

I have updated our records to reflect the correct address. I have also contacted the collections agency where we placed the account and demand they return it to us. Because the account has not been with the agency longer than 30 days, it was not reported to the credit bureau.

I have requested a letter be sent by the collections agency directly to the patient stating so.

I have re-printed a copy of the most recent statement and have mailed it to the patient address listed in this complaint.

We apologize for this error and appreciate the opportunity to respond to this complaint.

Sincerley,

Wheaton Franciscan Healthcare

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I will make prompt payment as soon as I received a copy of the bill.

Review: I have visited this location on 3 occasions. The first time I had no insurance. I was charged $75.00 up front w/ no further bills. I was told that I would need to get insurance to continue visiting. I followed their instructions and signed up with the affordable healthcare from the government. I was sent a card and booked my 2nd appointment.At the 2nd appointment I presented my new insurance card, the information was put in the system, and I was charged a $30.00 co-pay and seen as usual. At my 3rd appointment I approached the desk and gave my info. The receptionist asked if the insurance I had was the same I previously used and I said yes. She then told me they do not accept my insurance, that I could not be seen, and I needed to leave. I asked why my insurance had been accepted a few weeks prior and I was rudely given an explantation "I don't know why. We'll be sending you a bill for it." I now have a bill for $105.00 in addition to the $30.00 co pay I had at arrival for the 2nd appointment. That is $60.00 more than had I just gone to an urgent care center WITHOUT insurance at all! How is this fair!?I was told the situation was being looked into and that the receptionist that accepted my insurance has been fired. Clearly she did not know what she was doing. I should not be held accountable for her negligence. Had I been told my insurance was not accepted, I would have gone else where. I have not received an update since, and have left messages asking for a follow up. The accounting customer service # was of no help and told me there was nothing they could do.This is not okay. I did everything they asked for by getting insurance they recommended and now I am being punished and treated badly. I would be fine with paying an additional $45.00 to bring the total to $75.00 like the first time I was seen, but not being charged extra due to their mistake!Please help. The insurance they recommended is very expensive and I cannot afford a high bill on top of it.Desired Settlement: I want my bill canceled. I should not be made to pay $105.00 because they had an incompetent employee. This was not my fault and I should not be punished for their mistake.

Business

Response:

Thank you for the oportunity to respond to this complaint.

Upon review of the patient's account and complaint, Wheaton Franciscan Healthcare agrees with the patient and feels she should not be responsible for the balance. This afternoon, a Director of Customer Service for our organization has allowed the remaining balance to zero. Patient has a zero balance.

We regret the error and appreciate the opportunity to respond to this complaint.

Sincerely,

Wheaton Franciscan Healthcare

Review: My complaint is for Wheaton's practice of double billing for co-pays. I went to Wheaton in January to have to stitches removed. As everyone knows you need to make your $30 dollar copay before they will let a Dr. see you.

Well, I made my payment via credit card and about a month later I get a bill in the mail for the Dr.'s visit (which is fine) and below the billing amount was another non descriptive charge for $32. I've read so much about hospitals over billing that I decided to call the billing department to find out what this $32 charge was for.

Guess what? They made a mistake and tried to charge me twice for my copay, the lady on the phone said "you shouldn't be getting billed for this" and "this shouldn't be showing up on the system". UNBELIEVABLE!!!!!!!! Needless to say my bill was corrected by an apologetic billing person.

I was wondering after this incident about how many others are getting double billed by a supposed computer/program glitch? How many people just pay their bills without checking what they are paying for?

Well, I didn't have to wait long to find out...My wife is going thru the same ordeal with the same Hospital. They are trying to double bill her for her copay. Our insurance company said she doesn't owe it and the hospital gave her a number to call(because only the patient can talk to this department and not the insurance company) WHAT A SCAM....MY WIFE HAS BEEN ON THE PHONE FOR HOURS WITH THESE UNKNOWLEDGEABLE PEOPLE!!!!! What a cirus to say the least.

It's just to coincidental that 2 members of the same family visit the hospital for simple procedures on different days and both made their copays at the time of the visit would go through the exact same billing errors!!!!Desired Settlement: Either the Hospital fixes their overbilling glitch, which I believe is just the tip of the Iceburg, or I'm going to get a lawyer and sue for all the people I believe are getting duped by a corrupt system!!!!!

Business

Response:

We appreciate the opportunity to respond to this concern for the patient. Expect our formal, complete response no later than tomorrow, April 22, 2016. Thank you.[redacted]Wheaton Franciscan HealthcareCustomer Service Representative

Review: emergency room over charge you on everything. they illegally charge you for things not used in the room, just so they can charge you over $5,000.

Over charged for little or no service by their people. they used outside people and still charged over the top prices. this was on Feb. 14, 2013. and will not work to fix this and sent to two different collection services.Desired Settlement: Lower prices, and redo the billing. will not pay over $5,000 for little or no service.

Business

Response:

The patient has been informed that while he may have misunderstood the bills he was receiving. It's true that patient paid the ancillary fees, [redacted] bills. But Wheaton Franciscan hospital bill was never paid.

In March 2013, patient informed Wheaton Franciscan Healthcare of new insurance and we billed the new carrier.

Multiple attempts were made via letters to the patient requesting he respond to the insurance carrier's questionaire befor they would agree to process. Without the questionaire answered, his carrier denied the claim.

Wheaton Franciscan Healthcare reached out to the patient, via two letters, urging him to contact his carrier & answer their questions. But, per account notes, the carrier never did get the questionaire answered.

After insurance denied the claim, the patient was mailed 4 statements. Balance was patient responsibility. WIth no payments from the patient and no formal payment plan in place, the account was sent to a collections agency. In February 2013, we approved the collections agency request to sue the patient for payment of balance due.

Sincerely,

Wheaton Franciscan Healthcare

Business

Response:

Wheaton Franciscan Healthcare has documentation that shows patient and patient's mother ended phone call conversations with customer service bu hanging up.

Wheaton Franciscan Healthcare continues it's postion on the matter. Patient is responsible for account balance.

Wheaton Franciscan Healthcare

Consumer

Response:

Review: Hello, this is the second time I have filled a complaint against Wheaton Franciscan for this type of issue. The first time was about 4 years ago, which was resolved. We are being billed $100 for when we took our daughter to the Urgent Care Center in Wauwatosa on September 3rd, 2013. Wheaton submitted this as “Op Misc. Services”, which triggers United Health Care to think we owe an ER co-pay of $100, instead of $35. I sent an e-mail asking them to please re-submit the claim to UHC as “Urgent Care.” I said I could gladly fax them a copy of our insurance card that shows that we owe $35 for Urgent Care co-pays. I have spoken to UHC about this matter, and they said the claims can easily be readjusted if Wheaton resubmits the proper codes. I e-mailed with [redacted], a Customer Service Liaison at Wheaton, who was very nice about the situation. She said, "I apologize for the errors. The account has been escalated to an insurance lead. The claim was resubmitted incorrectly so we are currently taking care of this. You will not receive statements while we are working on this. Please feel free to contact me at the number below if you have any questions or concerns." Unfortunately, it wasn't corrected, and we received another statement on January 21st, 2014. I e-mailed Jena back, but my e-mail was returned as undeliverable. I assumed she no longer worked there. So I sent an e-mail to their general customer service address, and never received a response. I e-mailed them again on February 3rd, and again, no response. We did not receive any more statements or correspondence with Wheaton after this. However, today we received 3 phone calls from CBE Group, which is a debt collector. They said they were trying to collect the debt we owed to Wheaton Franciscan. I explained the situation to them, and said I would be filing a complaint with the Revdex.com. We are very disappointed.Desired Settlement: We would like them to make the proper corrections on our account, and resubmit the claims with UHC like we asked. We would also like them to contact the CBE Group and inform them the debt situation has been resolved so we no longer receive phone calls from them. Thanks for your assistance with this Revdex.com, we appreciate it.

Business

Response:

The account is currently being reviewed by our coding department. We have contacted the collections agency to inform them that we sent in error and that we expect the account to be returned to Wheaton Franciscan Healthcare.

The collection agency will now contact the credit bureau to have account deleted, stricken from the bureau.

A supervisor from Wheaton Franciscan's customer service department is personally heading up the follow-up. And the patient can expect a phone call with status updates within the next week.

We appreciate this opportunity to respond to this complaint.

Sincere Regards,

Business

Response:

Thank you for the opportunity to provide additional information in regards to complaint #[redacted].

Date Sent: 6/26/2014 11:30:58 AM

Thank you for this opportunity to respond to complaint.

We regret that our representative didn't respond to the patient in a timely manner.

Glad to report that the representative has now spoken with the patient to explain that the visit was reviewed by a nurse auditior. In regards to the level if service, an error was found. Corrections were made to the account and now the corrected claim is being reprocessed with the insurance carrier.

Our representative has made arrangements to review the account with the patient on July 23rd at 6:00 pm, a time convenient for the patient.

In addition to my response earlier, we want the patient to know that the collections agency was contacted. We had the acct returned to Wheaton Franciscan Healthcare. The phone calls from the agency will cease.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. We look forward to this issue finally being resolved. If we need further assistance with this complaint in the future, we will immediately contact the Revdex.com. Thanks for all of your help.

I went to Wheaton fransiscan emergency on 16th st in Milwaukee

It is the worst experience in any hospital ive been to the waiting was 3 hours plus. The nurses never came to the room til 1 1/2 from waiting I really don't recommended to anyone

Review: Wheaton Franciscan has failed to bill my insurance company, but continues to bill me. First, apparently they had the wrong address. I callled Wheaton and had [redacted] on the phone at the same time. A customer service rep. got the correct address and assured me that they would send the bill to [redacted]. I called about 3 weeks later only to find that nothing was ever done on Wheaton's end. The person I spoke with at [redacted] continued to call Wheaton to try to get them to send a bill. She actually called Wheaton on three separate dates and once again Wheaton did not do anything. I called Wheaton again in Dec right before Christmas and this time the rep said that they had the wrong member number for me. She made the correction and said that she would submit it to the Review department. I asked her to document all of this in their computer system. She said she would and assured me that this would be taken care of. I received yet another bill from Wheaton on Friday, Feb. 14. I called again on this date only to find out that nothing still had not been done, supposedly this was due to a computer problem. I spoke with [redacted], a manager who once again assured me that he would take care of this personally. Wheaton is threatening to turn this over to collection. How absurd is this, when they never billed my insurance company. I paid my portion of the bill months ago directly to the hospital.

The staff at Wheaton is clearly incompetent! I have made about five different phone calls to Wheaton and the [redacted] rep. personally made three all trying to get this matter resolved. I have never experienced such bad service before. They have had so many different chances to make this right. I am not sure where to turn at this point because it is obvious that nothing is being done each time I call. This clearly indicates that Wheaton has some major issues going on.Desired Settlement: I would like to have [redacted] billed for this and to have the balance due removed from my account.

Business

Response:

Hello,

We appologize for our error in not billing the coreect insurance. I am please to report that a representative in our insurance follow-up department did finally bill [redacted] on February 14, 2014.

Best Regards,

Wheaton Franciscan Healthcare

This place is not budget friendly , for the average person who can omnly make small payment this hosptial will ask for more than what you can . They also tols me I would nort be able to use there facility if I was not up to date on my bills

Review: In July 2013 I contacted Wheaton Franciscan Healthcare at [redacted] to inquire if they were in-network with my insurance plan. They said that they were and took a picture of my insurance card. I made my appointments with [redacted] at her office, [redacted]. After the first 5 visits I received an EOB from my insurance indicating that I was not in- network. After discussing this with [redacted],she said that she would write a letter to my insurance company and see about making some adjustments. I have tried to discuss this with Wheaton's billing department and they are of no help.Desired Settlement: Since [redacted] led me to believe that she would try and make this right, I continued with my visits. Since my in-network deductible is $1,000.00 and my out of network is $1,500.00; I would like the difference of $500.00 refunded to me.

Business

Response:

I will have our insurance follow up department verify that this patient had his claims processed as he indicates. As soon as I can confirm this, I will respond with our outcomes.

Thank you for bringing this to our attention.

Sincerely,

Wheaton Franciscan Healthcare

Business

Response:

Upon review of Mr. [redacted]'s accounts and how insurance did pay, patient's previous payments totaling $837.72 are being refunded to him.

He can expect a check from Wheaton Franciscan Healthcare for this amount to be mailed to him within the next 2 weeks.

Sincerely,

Wheaton Franciscan Healthcare

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. However, on Feb. 10, 2014 I did receive an EOB from my insurance and it shows a balance of $72.00 to Wheaton Franciscan for visits on Dec. 10, 2013 and Dec. 31, 2013. I would like to have confirmation from Wheaton Franciscan that all my visits are paid in full and no further bills will be issued.

Review: My son went to the hospital for a broken arm and when we got the bill I had sent in the insurance cards explaining he had Medicaid. I received another bill saying it was overdue and again sent in the insurance cards. I never received a bill after that. I noticed on my credit report recently that there is a collection for 713 for that bill. I called and talked to them and she said it showed that statements were sent. I never receive a statement after I sent in the insurance cards. She told me that it was my fault for not checking back. I feel that because I sent the insurance cards I didn't need ot be checking because I was no longer receiving statements or bills for this matter. I never received any phone calls pertaining to it or anything indicating that it was going to collection. I don't feel I owe this bill because they did not contact me again about this bill after I sent in the insurance cards.Desired Settlement: I would like this to be corrected and taken off of my credit report and not show as a collection since I was not informed that this wasn't paid for. I would have made payments on this bill if I had known that it was still outstanding. I would like this taken off of my credit report too.

Business

Response:

Hello,Thank you for the opportunity to respond to this complaint.The complaint was directed to a facility for Wheaton Franciscan Healthcare, Iowa. And rather than simply forward it on, I have been in contact with that part of our organization. And 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 office. However, due to internal error, the information was not received by the insurance department to submit a timely bill to Medicaid for consideration. The guarantor should not have been held responsible for the balance. Due 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 complaint. Sincerely,[redacted]Customer Service Representative Wheaton Franciscan Healthcare

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is very satisfactory to me. Thank you for resolving this for me.