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Jennersville Regional Hospital

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Jennersville Regional Hospital Reviews (1)

August 29, 2016 Dear sir/madam,We are in receipt of your request for a response to a complaint you had received from one of our patients. Complaint ID # [redacted] for [redacted]. We do apologize for the delay in responding. Below is our response to the complaint you had received.The incident in...

question occurred on 07/13/2016 at 08:03 pm CST. The caller was returning a call to someone who had just called her home. The CSR explained that they were with the Extended Business Office for Jennersville Regional Hospital and explained that he would review to see why we gave her a call. He then asked her if she had been to Jennersville recently, and she responded, "no we have not". The caller than asked if we make it a habit to call people at 9:00pm. The CSR apologized and she said where she is at, it is not 9:00pm. The CSR then asked if she would like someone to call her the following day, and she said she did not. She was curious to know why they were calling because she was thinking someone might be hurt. The CSR then proceeded to tell her that the call was about a statement, o the caller asked if we were calling about billing purposes. The CSR explained the balance on the account and offered to take a payment. The caller verified the balance with the CSR. In the background, another person is heard saying "for me?”. The caller then asks what the bill is for and the CSR tells her an ER visit on 05/25/2016. She then asked for the total charges and the CSR provides her that information along with the insurance payment and adjustments on account. The caller then asks who the bill is for and gives the patients name and says "which I assume is you?" to which she responds "no". At this point, the caller states she would call back the following day. Finally, the caller asks, "you're saying she should have received a bill?” The CSR says she should have received a bill in June and the caller said she would call back.The next day, 07/14/2016, the patient called and spoke with a Supervisor at the National Call Center upset because someone had discussed her account with her mother and without her consent. She had requested that her mother's phone number be removed from the account, which was done. The Supervisor did apologize for what had occurred the previous day and advised her that we would addressthe matter.The call which occurred on 7/13/2016 was not handled according to our standard procedures and training. This matter has been addressed with the employee who handled the call.If you have any questions, please feel free to contact us. Thank you!Sincerely,Juan N.Customer Service Manager

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Address: 1015 West Baltimore Pike, West Grove, Pennsylvania, United States, 19390

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