Kootenai Health

In summary, this workplace offers a reasonable environment in terms of the nature of the work and most colleagues, but only if you're an individual without familial responsibilities or a social life. Their recent changes to the attendance policy are nothing short of appalling, showing a complete disregard for personal well-being and work-life balance, especially if you're subjected to on-call shifts. As a single parent, I find their allowance of only six sick days per year utterly inadequate, given that I lack the support system that others may have. Furthermore, they show little flexibility when it comes to unforeseen "life events."

The majority of the management team, with some exceptions, tend to exhibit favoritism and make promotion decisions based on arbitrary policies rather than actual experience. They also seem to prioritize educational background and resume contents over real-world skills and achievements, following the unfortunate trend of many organizations. Unless you have influential connections within the company, it's challenging to secure a position here. Frankly, this organization appears to struggle with financial management, and I wouldn't be surprised if they eventually get acquired by Multicare or Providence. The only silver lining is the compensation and benefits, provided you're an individual without dependents.

Despite their efforts to foster a familial atmosphere and promote a sense of unity, when difficult situations arise, they abandon their facade of caring and often pressure employees into resigning to avoid terminations. Unfortunately, their turnover rates likely remain high due to a lack of policies that genuinely support and assist their staff.

In conclusion, I strongly advise seeking alternative employment opportunities. Unless you're content with decent pay followed by abandonment, this workplace is best avoided. Wishing you the best of luck in your job search.

Went to ER with a line of infection on the center of my forehead along a nerve line
He never suspected shingles. Gave an iv of antibiotics and oral antibiotic prescription. Worthless against shingles and antibiotics harmful unless needed.
I gave 1 star because I couldn’t give a zero.

Have been on NEXTMED to schedule emergency appointment! After 2 days I finally get a reply from CMA and they said the front desk would call me to set up!

Now the second day and no call from front desk...

Just trying to see why I feel so bad! Never had anything like what I am experiencing''

Craig

Complaint: [redacted] I am rejecting this response because: I do appreciate the offer to reduce my bill as if I were self-paying. I was told by the Kootenai Health representative who contacted me regarding my BBB complaint that they would seek to be more transparent in their billing practices. It may be clear to them, but I do believe it's confusing to many of their customers. I was told by the KH rep that from now on they would let clients know how much they would be charged for the procedures they were coming in for, like an estimate you might receive from a mechanic who's tuning up your car. I was also told that clients would now be offered the option to self-pay, even if they don't know how much cheaper it could be. That's important because self pay is 25% less than insurance paid visits. If you don't have health insurance you are fined by the Govt., if you do have insurance you are charged 25% more by some health care providers such as Kootenai Health. Most clients probably don't know that, I certainly didn't. People insured by Obamacare pay an average of over $3000 in deductible costs, plus copays. If such a client could save over $750 in a year, provided they don't exceed their deductible, most would say, yes please, I would like to pay the lower bill. I know I would. Clients should also be told they can submit the claim directly to their insurance for re-imbursement. Then, if they do exceed their deductible for the year, those costs are applied accordingly. I believe it's fair because the insured are then not penalized by having to shoulder higher health care costs than the un-insured. Again, I do appreciate Kootenai Health's kind offer to resubmit my bill as self-pay, thereby lowering it by 25%, and I gratefully accept that offer. Not to sound ungrateful, but my understanding was that there would also be the above stated changes made. This would allow all clients to receive this cost saving information up front, before receiving care. If Kootenai Health is also implementing greater transparency by providing estimates of costs and the option for the insured to self-pay and get a 25% discount, then I am accepting their kind offer. Sincerely, [redacted]

I reviewed [redacted] account Patient did call in and speak to Customer Service on different occasions Patient did also pay $as of 5/26/ Per Kootenai Health Policy, payment plans can be set up but payments needs to meet guidelines When patient first called in the balance was just over $1000.00, and per guidelines the payment would need to be $ However when patient states they cannot make payments per the guidelines the Rep should ask if the patient would like to apply for financial assistance As this step was missed I have pulled the account back from the collection agency and set this account up on a $30.00/month payment plan Please contact me if you have any questions Thank you, Wendy B [redacted] A/R Reimbursement Manager

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

Hi,
I have requested the calls to be pulled on the patients account, I have also requested that the account at Chapman be put on hold until calls can be reviewed. I have called the *** and left a message with my info for her to call me back
Wendy

In response to this patients compliant regarding the charges for date of service 8-10-with DrBenjamin Mandel, the customer states she “went for a complimentary exam” to our Plastic Surgeons officeOur Plastics and Reconstruction office does not offer complimentary visits for our first time
patientsThe patient was seen and evaluated by DrM*** and recommendations for follwere givenA total of minutes was spent by DrM*** with this patient and is documented that 50% of this time was directed towards counseling of the patient Although we are regretful the patient may have misunderstood, at no time was the patient ever promised a free consultationMs*** is fully liable for the cost of the services provided in the amount of $200.70, which is the balance after a contractual adjustment was taken from her insurance companyThe remaining balance was applied to her deductible Sincerely, Tami L*** Revenue Cycle Manager Kootenai Clinic Kootenai Health Kootenai Health Way Coeur d'Alene, ID

We have reviewed *** *** account with Kootenai HealthMr*** provided Kootenai Healthwith his insurance information at the time he received careIn accordance with industry' practices, hisinsurance carrier, *** ***, was billed for the cost of his care minus the negotiated
discountspecified in their contract with Kootenai HealthPer Mr*** health plan, *** *** appliedthis charge to his plan deductible and he was billed for the discounted amount.If a patient with an insurance plan does not want his plan billed for care he receives, he must sign awaiver stating that he does not want his insurance billed and confirming that he will be directlyresponsible for the charges incurredIn this instance, any amount paid will not be applied toward hisplan deductible by his insurance carrier.If Mr*** preference is to directly pay for his care, Kootenai Health will be happy to provide himwith the needed waiver for his signatureOnce that is returned to us, we can complete the requiredprocess to cancel his claim with *** *** and bill him directly for the care he received at the"self-pay" ratePlease keep in mind, any payment made in this way will not be applied toward hisdeductible with *** ***.Going forward, if Mr*** would like a claim to be processed as "self-pay," it will be helpful for him toinform staff at the time he receives care.We apologize for any misunderstanding or inconvenience.Sincerely,Kathleen D***Executive Director of Revenue Cycle

I reviewed the account, based on the balance that insurance left as patient responsibility the payment plan is $75.00, this is based on Kootenai Health Policy.  If patient is unable to make the minimum payment, patient can fill out an assistance form, that form is based on income and...

can reduce the payment and/or adjust off a portion or all of the bill.Wendy

The phone calls and account has been reviewed.  After review we found some training opportunities as patient did call in and wanted to pay the balance on 3/15/17 and was referred to the collection agency.  The representative  should have accepted the payment and advised the patient...

that this would not have a negative effect on her credit.  We will follow up with the collection agency to them know this info, we will also contact the patient.

Complaint: [redacted]I am rejecting this response because:
I do appreciate the offer to reduce my bill as if I were self-paying. I was told by the Kootenai Health representative who contacted me regarding my Revdex.com complaint that they would seek to be more transparent in their billing practices. It may be clear to them, but I do believe it's confusing to many of their customers. I was told by the KH rep that from now on they would let clients know how much they would be charged for the procedures they were coming in for, like an estimate you might receive from a mechanic who's tuning up your car. I was also told that clients would now be offered the option to self-pay, even if they don't know how much cheaper it could be. That's important because self pay is 25% less than insurance paid visits. If you don't have health insurance you are fined by the Govt., if you do have insurance you are charged 25% more by some health care providers such as Kootenai Health. Most clients probably don't know that, I certainly didn't. People insured by Obamacare pay an average of over $3000 in deductible costs, plus copays. If such a client could save over $750 in a year, provided they don't exceed their deductible, most would say, yes please, I would like to pay the lower bill. I know I would. Clients should also be told they can submit the claim directly to their insurance for re-imbursement. Then, if they do exceed their deductible for the year, those costs are applied accordingly. I believe it's fair because the insured are then not penalized by having to shoulder higher health care costs than the un-insured.
Again, I do appreciate Kootenai Health's kind offer to resubmit my bill as self-pay, thereby lowering it by 25%, and I gratefully accept that offer. Not to sound ungrateful, but my understanding was that there would also be the above stated changes made. This would allow all clients to receive this cost saving information up front, before receiving care. If Kootenai Health is also implementing greater transparency by providing estimates of costs and the option for the insured to self-pay and get a 25% discount, then I am accepting their kind offer.
Sincerely,[redacted]

I reviewed [redacted] account.  Patient did call in and speak to Customer Service on 3 different occasions.  Patient did also pay $655.00 as of 5/26/16. 
 
Per Kootenai Health Policy, payment plans can be set up but payments needs to meet guidelines.  When patient...

first called in the balance was just over $1000.00, and per guidelines the payment would need to be $91.00.  However when patient states they cannot make payments per the guidelines the Rep should ask if the patient would like to apply for financial assistance.  As this step was missed I have pulled the account back from the collection agency and set this account up on a $30.00/month payment plan. 
 
Please contact me if you have any questions.
 
Thank you,
 
Wendy B[redacted]
A/R Reimbursement Manager

I loved the staff at KMC my son was having oral surgery and I was nervous but they were so kind and friendly it took so much of my fear away. They called to check on him after and even sent a card for him to get well personally signed by the staff that helped. I would recommend going there if you have the option.

Review: I have recently been sent to collection over a disputed bill regarding a less than 24 hour stay my husband had in January 2013 in the [redacted] facility due to his being suicidal at the time. The treatment was negligent and subpar and my husband was released while still "high" from self-medicating and was still suicidal. I have filed paperwork with the hospital clearly outlining the reason I do not believe they should require additional payment (as our insurance already paid them 1845.89 MORE than they billed for. Their response was an INTERNAL review and collection. I am now fighting that. I will continue to fight them on this issue as long as it takes. I know the Revdex.com doesn't handle the health side of this, but I have clear evidence that they are in the wrong and I will continue to fight them on this.Desired Settlement: I would like the bill to be disregarded. I would like an official letter of apology from KMC for the severe negligence that could have easily cost my husband his life. I will pursue legal action if necessary.

Business

Response:

[redacted];

Regarding the patient care concern: Our Patient Advocacy dept. received the letter of concern from [redacted] on Nov 12th, 2013. They spoke with the physician overseeing the patients care, and conducted a clinical review of all appropriate records regarding the level of service/care provided. As a result, they found that the services provided and time of discharge were appropriate. The review was completed & a letter was mailed to the patient on Nov. 22nd 2013

Regarding the payment: This patient has Medicare that left him with his $ 1184.00 inpatient deductible on the facility & deductible of 21.91 on a professional fee which we are obligated to collect from the patient & has nothing to do with the payment or contractual adjustment from Medicare.

The balance on this account is appropriately the patients responsibility.

Thank You,

Collection Supervisor

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

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.

Everything regarding this "case" is absurd to me. First, I had spoken with [redacted] several months prior about just such a situation and no one told me there was a deductible. Second, if I took my car into a shop for repairs and received it back with faulty repairs or in worse condition, I absolutely would not pay my deductible. The same applies here. Deductible or not, the facts are that the hospital was negligent in the care of my husband. I am not ready to stop fighting this. I know for a fact that they can choose to waive a deductible if they want...as their own administrative staff said as much during one of our May conversations. Also, they've already received more than adequate payment for this atrocity of a visit, seeing as [redacted] paid them OVER the amount they bills. Thirdly, I also still find fault with their having waited so long to bill me, causing me to not be able to have Medicaid assist. The visit was in January, Medicare paid them in February and they still didn't mail me a bill til the end of April, which I received at the first part of May. Not only are they negligent in their standard of care for mental health patients, they are negligent in their billing department.

Review: I spoke with the billing office many times and told them they charged me services I did not receive. They were rude and not willing to listen. They turn the disputed amount over to collection where I seem to have no recourse. KOOTENAI MEDICAL CENTER did not provide me with adequate care and service for what they charge me.Desired Settlement: Remove charges

Business

Response:

I previously responded to this complaint on 10/3/14 ? ? We will not do any adjustment on this account.

Documentation in the medical record clearly indicates the care he received was appropriate to his symptoms & ultimate diagnosis.

His 250.00 co-pay would be applied to the account regardless of what the charge is as that is the insurance policy he purchased.

Are you able to locate my first response ?

Thanks,

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received, your complaint will be closed Administratively Resolved]

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.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

Business

Response:

The patients complaint as documented on the account from a phone call on 4/24/12 state he was concerned that our charges were much higher than other facilities. He was to send a dispute letter to our patient relations department which was never received. He was also sent an itemized statement but has never contacted anyone (per account documentation) to dispute any specific charge.

His only request was for a 20% discount made on 6/26/12 which was declined at which time he stated he could just file bankruptcy.

Per my previous response the records show all services charged on the account were provided & appropriate based on the symptoms he presented to the emergency department with.

I will be happy to send him another itemized statement, which I will do today so he can request clarification on any service he feels was not provided.

Thank You,

Consumer

Response:

I disagree with the statement. I called the medical center several time complaining about over charges, care given and charges for services not rendered - Just because my insurance paid it doesn't mean medical center should have free reign to charge for service not received and over charge with approval. I will never use this facility again.

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.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

Review: Kootenai Medical Center [redacted] Coeur d'alene, ID 83814

Review: I was an ER patient at Kootenai Medical Center on 9/03/2007. Although I had no insurance at the time, I slowly, but surely paid off my total charges of $3223.54. I have, at this point, paid my total charges in full, with an overpayment of $151.48 at this point. When I called to ask why I am still being billed for over $900 above and beyond my total charges, I was told my account would be reviewed and I would receive a phone call within a week. That was a month ago. I never received a call back, just a letter stating my payment was due and I had agreed to keep paying until the additional $927.40 was paid off. I am frustrated that the hospital is insistent that I pay an additional 25% above and beyond their already outrageous charges. (I was in the ER for less than 3 hours.) Thank you for your assistance on this matter.Desired Settlement: I would like my overpayment of $151.48 back, as well as my account to be considered paid in full. I have already paid $3375.00 on my bill which was $3223.52 in total charges. Thank you.

Business

Response:

Sorry for the delay, this is the first notice I have recieved. We have new security within the e-mail & I am finding a lot of things are sent directly to the deleated file as spam ! In any case, upon review of the account I found :

The account listed in this complaint was set into a monthly payment contract of $ 50.00 per month in Nov of 2007. At that time the Biller had allowed the account to be "without" interest untill Feb of 2008 at which time interest did start to accrue. There is no clear indication this was communicated to the patient. The total interest that has been charged to this account is 1,078.88. The current balance on the account is 927.40 which the remaing interest as the patient has paid 151.48 of the 1,078.88 (accrued interest).

I do see notes on the account dated 7/11/13 indicating a call from the patient questioning the remaining balance which was forwarded to a supervisor for review.

I am not seeing a response from the supervisor which I will follow up on immediately however, due to the age of the account & all above information, we will do a courtesy adjustmnet of the full amount of the finance charges & issue a refund of 151.48 to the patient.

Thank You,

Review: I spoke with the billing office many times and told them they charged me services I did not receive. They were rude and not willing to listen. They turn the disputed amount over to collection where I seem to have no recourse. KOOTENAI MEDICAL CENTER did not provide me with adequate care and service for what they charge me.Desired Settlement: Remove the collection from credit reports and the overage charge for $260

Business

Response:

[redacted] visited our Emergency Room on 1/19/12. His Insurance Company left him with a 250.00 co-pay per the policy he purchased. His co-pay of 250.00 has nothing to do with what any facility may charge. Whether the charge was 2,000.00 or 10,000.00, his co-pay would still be 250.00

Documentation in the medical record clearly indicates the care he received was appropriate to his symptoms & ultimate diagnosis.

He phoned our customer service dept. on 2/26/12 requesting a 20% discount. When the representative advised him she was not able to do that as we had already taken the Insurance contractual adjustment, he advised her if Kootenai did not apply the discount he would just include the account in his Bankruptcy.

The representative was not rude, did listen to his request but just not able to grant that request.

He received statements, calls & an opportunity to pay for 5 months after the Insurance paid at which time the account was sent to an outside collection agency on 7/24/12.

If there is anything else you need, please let me know.

Thank You,

Collection Supervisor

Kootenai Health