Alton Multispecialists

Ms [redacted] has been carrying a balance with AMS since of which she has been on a payment plan, with $monthly recurring credit card payments, to pay off Ms [redacted] phoned the AMS Patient Accounts Department on 11/28/to notify them to stop her recurring credit card payments as she would be laid off for the winterThe staff advised Ms [redacted] that if she did not continue to make payments on her account, it would be sent to collection agencyMs [redacted] stated that was fineThe recurring credit card payments were stopped on that dateOn 12/5/16, the patient account department called Ms [redacted] to remind her, prior to her next appointment, that she needed to make a payment since she had an outstanding balanceMs [redacted] did not answer the phone so a message was left on her voicemailMs [redacted] called back and stated she would not make a payment to AMS for or more months and told AMS to not call her about her balance againOn On 12/6/16, Ms [redacted] was scheduled for an appointmentAt the time she checked-in, she was asked to pay $on her past due balanceMs [redacted] got angry so the staff called a supervisor to helpThe supervisor and Quality Improvement nurse escorted Ms [redacted] to a private office to speak with herMs [redacted] cursed and raised her voice and was asked to lower her voiceMs [redacted] was reminded that she was told, in advance of the appointment, that she needed to make a payment on her outstanding balanceMs [redacted] explained that she is laid off every winter for months and she was not going to make a paymentMs [redacted] continued to curse, yell and cry during the conversation and was asked twice to lower her voiceOn 12/9/Ms [redacted] called the Patient Account Department to ask what her current balance wasShe was given the amount due and then was informed that her surgery scheduled for 1/4/had been cancelled since she had informed the staff she was not going to make payments on her accountAt that time she used profanity toward the staff and hung up

Ms. [redacted] has been carrying a balance with AMS since 2014 of which she has been on a payment plan, with $20 monthly recurring credit card payments, to pay off.  Ms. [redacted] phoned the AMS Patient Accounts Department on 11/28/16 to notify them to stop her recurring credit card payments as she...

would be laid off for the winter. The staff advised Ms. [redacted] that if she did not continue to make payments on her account, it would be sent to collection agency. Ms. [redacted] stated that was fine. The recurring credit card payments were stopped on that date. On 12/5/16, the patient account department called Ms. [redacted] to remind her, prior to her next appointment, that she needed to make a payment since she had an outstanding balance. Ms. [redacted] did not answer the phone so a message was left on her voicemail. Ms. [redacted] called back and stated she would not make a payment to AMS for 2 or more months and told AMS to not call her about her balance again. On On 12/6/16, Ms. [redacted] was scheduled for an appointment. At the time she checked-in, she was asked to pay $20 on her past due balance. Ms. [redacted] got angry so the staff called a supervisor to help. The supervisor and Quality Improvement nurse escorted Ms. [redacted] to a private office to speak with her. Ms. [redacted] cursed and raised her voice and was asked to lower her voice. Ms. [redacted] was reminded that she was told, in advance of the appointment, that she needed to make a payment on her outstanding balance. Ms. [redacted] explained that she is laid off every winter for 3 months and she was not going to make a payment. Ms. [redacted] continued to curse, yell and cry during the conversation and was asked twice to lower her voice. On 12/9/16 Ms. [redacted] called the Patient Account Department to ask what her current balance was. She was given the amount due and then was informed that her surgery scheduled for 1/4/17 had been cancelled since she had informed the staff she was not going to make payments on her account. At that time she used profanity toward the staff and hung up.