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St. Luke's Regional Medical Center

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St. Luke's Regional Medical Center Reviews (9)

Dear Ms. [redacted], This is in follow up to the
concerns expressed by our patient [redacted], regarding the billing of his
2/3/2017 appointment with St. Luke’s Family Medicine. Our Patient Financial
Services department along with the Manager of St. Luke’s Family Medicine Clinic
have conducted a...

thorough review.    In review of the scheduling of
Mr. [redacted]’s appointment, the notes for scheduling say the appointment is to
establish care and check testosterone levels due to prior testosterone
replacement. If an appointment is for specific symptoms or problems, it is not
ever considered a wellness exam. A wellness exam is only for prevention and
screening purposes.  In addition, this visit has been
reviewed by the coding team who confirmed the coding is correct for what was
completed during this visit. The diagnosis and treatment of the 2/3/2017 visit
are consistent with a problem focused visit.  Based on this review, we
respectfully decline Mr. [redacted]’s request for an adjustment to his account,
as there is no indication this visit was completed or coded inappropriately. On
behalf of St. Luke’s, we apologize if there was any confusion surrounding what
a wellness exam consists of.  If there are any further
questions, please don’t hesitate to contact me (208) 381-1507 or the Patient
Financial Services department at (208) 706-2333.

Complaint: [redacted]
I am rejecting this response because: I requested information months ago so that I understood why I was being billed. I paid the bulk of the bill and only waited to pay the portion of the bill I didn't understand. Now I a being sent to collections. I am happy to pay my bill in full but do not want a collections notation on my credit report. If I my request was honored months ago as requested, I would not have to go to the Revdex.com and St Lukes would be paid in full. In addition, my health information about my specific procedures were released to the Revdex.com without my consent. This seems like a violation of my privacy. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I am not rejecting the response as much as I am awaiting response from the St. Luke's Privacy Office.   I have sent the remaining balance via US Post requesting a return receipt. St. Luke's should receive the balance in full within the next week. I appreciate the time and attention to my concerns. 
Sincerely,
[redacted]

Please see attached response for our patient [redacted]. If you have additional questions, please don't hesitate to contact us. Thank you.
 
To whom it may concern, We are in receipt of the communication sent to us by your office on 11/17/16 regarding [redacted]. After review of the...

concerns, the following is a summary of our findings and next steps:Claim was processed by insurance on 6/29/16 leaving patient with a $150.00 balance. St. Luke’s mailed 4 statements (7/16/16, 8/13/16, 9/10/13 & 10/8/16). A pre-collect letter was mailed on 10/6/16. St. Luke’s contacted Mr. [redacted] via phone on 9/23/16, 10/12/16 & 11/2/16 to try and resolve balance, a message was left each time. St. Luke’s received a $25.00 patient payment on 10/6/16. The account was assigned to collections on 11/6/16. Mr. [redacted] failed to contact Customer Service to set up payment arrangements. Both the statements and the pre-collect letter advised Mr. [redacted] to contact Customer Service if unable to pay the balance in full. This account was sent to collection appropriately St. Luke’s will not be returning account from collections. If you have any questions, please feel free to reach out to us.Thank you.

This is in response to the complaint sent by our patient [redacted]Mrs. [redacted] was set up on an auto payment with St Luke’s for $50.00 monthly. On 12/15/2015 the patient paid the balance in full. In January 2016 the auto pay processed an additional payment of $50.00 causing the patient to over draft...

their checking account balance and be charged an overdraft fee of $35 by their bank. St. Luke’s issued a refund to the patient 2/1/2016, and since the account was over drafted the bank also returned the payment on 2/8/2016 which caused the patient to have a balance due to St Luke’s of $50.00. The patient asked that we refund them the $35 over draft fee, because we withdrew an auto payment after the balance had been paid in full. The patient spoke with our Customer Service department on 4/14/2016 who agreed to reduce the patient’s balance owed to us by the $35.00. We posted that adjustment and the patient balance due to St Luke’s is now $15.00. An itemized statement was mailed to the patient to show the adjustment for the $35.00 on 4/14/2016.Patient Financial Services left the patient a voice mail on 5/11/2016 to please contact them to make sure her concerns had been resolved with that adjustment.My hope is that this information helps to resolve the complaint that [redacted] has filed with your office. If there are any further questions, please feel free to contact me at 706- 7383.Thank you,Amanda R[redacted]Quality Assurance & Risk Mitigation CoordinatorPatient Financial ServicesSt Luke’s Health System[redacted]@slhs.org

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

Please see the attached response to Mr. [redacted] Revdex.com complaint regarding his billing experience with the Magic Valley location.
We appreciate this opportunity to respond.
This letter is in response to the complaint that was submitted to the Revdex.com in regards to billed services that...

were rendered at St. Luke’s Magic Valley. These concerns have been by reviewed by Patient Financial Services (PFS). Upon completing a thorough review of the account that has been referenced, [redacted], it has been determined that this account was handled appropriately according to St. Luke’s Magic Valley’s payment plan processes. Mr. [redacted] payment arrangement was initiated on 6/29/15 for $20.00 per month, at which time a $20.00 payment was made making his next payment due 7/30/15. The next payment was not received until 11/20/2015. The payment made at that time was only $10.00. At the time of this payment Mr. [redacted] was past due by four months (July 2015 – October 2015) totaling $80.00. With this $10.00 payment the past due amount was now $70.00. St. Luke’s received another $10.00 payment on 11/23/2015 reducing the past due amount. Another payment was made on 12/18/15 for $20.00. This again decreased his past due amount, however he was still delinquent by $60.00 due to additional payments being missed from prior months. On 1/14/16 Mr. [redacted] contacted PFS and wanted to set up on a payment plan. When he was told he could not add any new balances on as he was past due on his existing payment agreement he stated he was not aware he was already set up. The following day, 1/15/16, Mr. [redacted] contacted PFS and made a $30.00 payment, but his account remained past due. Mr. [redacted] called PFS on 3/11/16 and made a $60.00 payment. He again wanted to add new owing balances to his existing payment agreement. At this time, Mr. [redacted] was notified that we had not received a payment from him since January 2016 and was past due payments from October 2015 - March 2016 totaling $120.00. At that time Mr. [redacted] stated he was planning on bringing his account current by the end of March. He then made a payment of $60.00. On 7/21/16 Mr. [redacted] contacted PFS and asked if we would be willing to “reset” his contract and bring him current. He was told that once he paid his remaining and past due balance totaling $68.20 his outstanding balances could then be set up on a new payment plan. Mr. [redacted] was reminded that St. Luke’s had not received a payment from him since March 2016. At that point Mr. [redacted] disconnected the phone call. On 7/29/2016 Mr. [redacted] contacted PFS and made a payment of $68.20. This payment resolved the outstanding balance of his past payment plan. He then agreed to a new payment agreement of $50.00 bi-weekly payments on his owing balance of $385.01. It was offered to him at this time that he could set up on $27.00 monthly payments, and pay more if he could. He declined this monthly payment option and agreed to the $100.00 per month. At this time it appears that the concern stated in the complaint has now been resolved. If there are any further questions or concerns please contact St. Luke’s Patient Financial Services at (208) 814-7400. Sincerely, St. Luke’s Patient Financial Services, Magic Valley

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]  PS Although the response said " 05/05/2017- A request was sent to the urgent refund team stating this needs to be refunded this day to Mr. [redacted] and the refund was processed. " , I did not finally receive it in the mail until 5/13 !

This letter is in follow up to the concerns shared by our patient [redacted], regarding hercomplaint to the Revdex.com and our subsequent response.Ms. [redacted]’s account has been pulled back from collections. Within two business days she cancall 208-706-2333 to payment arrangements on this account. The account will automate back tocollections after 60 days of non-payment.Her additional concerns have been referred to the St. Luke’s Privacy Officer for review. Pleaselet us know if there are any additional questions and thank you again for allowing us theopportunity to review.

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