Morton Hospital a Steward Family Hospital

I was treated on 1/19 to 1/20/2020. I received several bills from different departmens of money I owed after *** paid their part. I paid all of these bills. One was high so I paid it in 2 installments. The bill was $157.35. I paid $75.00 on 3/16/20 and $82.35 on 4/7/20. I have checked and both checks have cleared my bank yet I am getting Past Due notices, at least 3 per week saying I owe $75.00. I have called many times and they can't find the payment of $75.00. No one will ever return my calls or find out what they did with the $75.00. I don't appreciate their tone or attitude. I pay my bills.

My wife was a patient at Morton Hospital during the summer of last year. During that time she was incredibly sick and needed to be taken to the Emergency Room. I took her to the closest hospital (which was Morton) even though I was advised by several people including my mother-in-law that "I would not go to Morton even if I were dying". Needless to say, we went to Morton and stayed there for several days. During that time we were moved to several rooms & floors as well as treated by many different nurses, some good and some bad. This review however is not about the care we received during our stay - it is about the financial services experience. Being younger and never been to hospital or financially responsible for a hospital stay it was incredibly overwhelming and confusing when we received multiple bills. I called to setup a payment plan as I was not financially prepared to pay this large of a bill. The representative whom I spoke with was pleasant and setup my payments however I later found out that the amount she set me up for was "not enough". Therefore I received a warning that my account was past due. I called back and spoke to someone else who assured my that we now have the "correct amount" setup. Needless to say I have since received now two collection notices (which came as a complete surprise to me). I later found out that this was part of a different department and that is why. As mentioned above, having received so many bills and under the assumption that I was all set, I had no idea that I had other payments from other departments. I would strongly encourage you to invest in a position(s) that would call the patient or work with them after removal from the hospital. This position would enable you to ensure your patients fully understand your complex and difficult payment process. The last straw for me was when I called to get clarification on the new collection statement that was sent to me. I was transferred to 2 different departments and told to call another department on my own. I called the physician billing department and spoke to Mahri. Mahri, who claimed to be the manager, was incredibly rude and unwilling to assist. She mentioned that she didn't have my wife's acknowledgement to provide me the ability to speak on her behalf. I completely understand the HIPPA law. However, what came next was unprofessional, uncalled for, and should be acknowledged. Once I expressed my frustration after previously thinking I was current with payments and spending the last 45 minutes on the phone with no resolution Mahri told me "this conversation is over, you are not a patient of mine and I don't need to assist you or talk to you. You are coming across as belligerent & I'm going to hang up." To which I asked is this how you normally talk to people and she replied and repeated that "I am not a patient and she doesn't need to talk to me". Now I will admit, as I have above, that I am frustrated and annoyed with this whole situation. But being in the customer service industry myself, I find it honestly so disgraceful to talk to ANYONE that way. As a representative, or a manager in her case, I would expect her to try to calm the situation, sympathize, or just be more understanding and pleasant. I was not rude in any way but trying to figure out what is going on and looking to get my question/request answered. I do want to acknowledged I spoke with Heidi and Denise and they were fantastic!