Ephrata Community Hospital

May 26, 2016Dear *** ***:Thank you for your letter dated May 24, regarding the above numbered case.On April 29, 2016, the patient contacted our Customer Service Department to ask for a copy of the itemized statement for the above noted accountThis statement was sent to him per his
request.In my investigation, I’ve identified some areas where the correct information was not relayed to this guarantor when speaking to our Customer Service Representative.The information that was not shared with him was that this account was not actively being pursued for collection in anywayThis account was returned to us by our collection agency and at that point the uncollectible amount is wiped from the guarantor's credit history and we consider the account settledWe also confirmed with both of our collection agencies that they did complete this process and this account should not be on his credit history.In my discussion with the Customer Service Representative, she doesn’t recall nor does she have documented that she informed the guarantor that this was owed.We strive to achieve 100% Customer Excellence, but unfortunately, we have failed in this incidenceWe do appreciate the opportunity he has afforded us to take a fresh look at our current processes and make Some adjustments and improvementsWe are also doing some retraining of the staff that was involved so that others do not have to experience this same situation.If there is anything else I can do for you, please let me knowI can be reached between the hours of 8:00AM and 4:00PM at ###-###-####.Sincerely,Susan F., CRCP, CHAM PFS Office Manager