Wheaton Franciscan Healthcare

I will edit the complaint as soon as I figure out howThank you

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Wheaton did provide documents to me, but they still have errors on themI never accepted their mistakes as my responsibility and still dispute these new chargesI have paid the bills they sent with out question and in full over four months agoThey continue to make changes to these payments, moving money from one billed account to anotherThis is not an insurance issue, I feel this is a case of poor customer service and poor managementWheaton Franciscan Healthcare seems to think they can pass their errors on to the customer and state that they are helping themIt seems they are free to do whatever they please under the threat of damaging the customers creditIn the end I will pay the bill again just to prevent damage to my credit scoreI have filed complaints with the state of Wisconsin, RevDex.com, spoke with attorneys and consumer fraud reportersMost say this is common practice with medical billing and their isn't much you can do, but keep your documentationwell I've done that, what good did it do? NoneWhat guarantee do I have that Wheaton will not make more changes after these rounds of payments? The state of Wisconsin allows seven years for this activityI am fortunate enough to have moved out of the state of Wisconsin and will never have the misfortune of needing Wheaton Franciscan's healthcare again
Regards,
*** ***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me I received a call from a Customer Service Supervisor, who assured me she would watch that the claim does in fact get resubmitted She also told me she would follwith me in March, once the claim has had a chance to go through the claims process I accept this response, but will want to reopen this complaint if I do not hear back from Wheaton Franciscan in March, and if the claim does not get resubmitted
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
I would like to reject the message received from the business about my complaintWhile I was indeed contacted, as indicated in their response, the nature of my complaint was never even addressedThe claim that "Patient understood and proceeded to set up a monthly payment plan to take care of the remaining balance on the acct" is completely falseI articulated several times that I do not understand, and I never set up any type of monthly payment plan
Regards,
*** ***

Good Morning,A Wheaton Franciscan Healthcare representative spoke with the patient by telephoneThe patient confirmed that her complaint was with Colonial Orthopedics and not Wheaton Franciscan HealthcarePatient was not sure how WFHC was ever connected with her complaint.***
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Wheaton Franciscan HealthcareCustomer Service Representative

A representative from Wheaton Franciscan Healthcare's customer service department has tried to phone the patient multiple times without reaching the patientOur rep would like to clarify the exact location of the clinic where the patient was seenCurrently, the patient is listing a healthcare
organization, SCL, located in KansasWe are Wheaton Franciscan Healthcare, not SCL.Thank you for the opportunity to respond.Wheaton Franciscan Healthcare

We appreciate the opportunity to respond to this concern for the patientExpect our formal, complete response no later than tomorrow, April 22, Thank you.*** ***Wheaton Franciscan HealthcareCustomer Service Representative

Thank you for the opportunity to respond to this complaint.Wheaton Franciscan Healthcare has recently transitioned to new billing system, EPICThe error in sending a statement after the patient had already prepaid occurred during the first week of implementationThe pre-service and prepayment
were not loaded properly in this new billing system. It has since been corrected. Balance for the date of service is certainly zero.We regret the error and apologize for the inconvenience.*** ***Wheaton Franciscan Healthcare

Thank you for the opportunity to respond to this complaint.One of our customer service representatives was able to speak with the patient directly regarding the remaining balanceShe explained that our billing system has generated a new statement in errorThe patient's insurance carrier had paid
the original cliam back in October 2015, leaving a patient balanceof $When insurance reprocessed, the dollar amount changed to $And instead of creating acredit of cents, it was refelected as patient owed.Unfortunately, the system was giving our call center the wrong information as wellIt was not until the patient brought her concern to us and further research was done by our insurance follteam that the error was detectedWe apologize for the inconvenience the may have caused the patientIn a conversation with the patient, she expressed satisfaction that the matter has been resolvedAn itemized bill showing a zero balance has been mailed to the patient. Sincerely,*** ***
Customer Service Representative Wheaton Franciscan Healthcare

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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. 
Regards,
[redacted]

Hello & thank you for this opportunity to follow up with some updated info regarding this complaint.Our customer service representative that had been involved with trying to resolve this complaint was able to speak again with the patient on December 28th, 2015. The representative reports that the patient finally received the refund check and that the patient told the rep that he had no further questions or concerns.Thank you. [redacted] Wheaton Franciscan Healthcare[redacted]

First of all I would like to apologize for your experience with Wheaton Franciscan Healthcare. We here at Wheaton are here to serve  the patient to the best of our ability. We value superior performance in our work and service.  It is very disappointing to hear about your...

experience with Wheaton. We will be notifying Convergent to have your account pulled from the Credit Bureau and write the balance off. Again I would like to say how sorry I am about the experience with the lab at St. Francis Hospital. Have review the patient account we did find where the patient was billed twice for the lab charge and should have only been billed for the initial visit. Due to the labs error and not running the test correctly the first time. The patient should have never been billed for the second lab test.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this did not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
As you can see it is 12/20,2015. At this point in time I have not received a check. The company representative did call me back on the 15th, I missed the call. I called back on the 17th to let her know that I have not received the check yet. Later in the day I called again and learned that no check was sent and that I might get one after the 23rd. After hearing that it wasn't sent yet the words were no longer having much meaning to me because action speaks louder than words. I do believe the representative wanted to resolve this. As far as to why the prescription wasn't sent to the pharmacy, she explained that it was sent to the old pharmacy. My insurance changed and the old pharmacy was no longer covered, that is why we wanted a new prescription sent to the new pharmacy to begin with, that information would have been shared in every call made about the prescription. 
Regards,
[redacted]

We appreciate this opportunity to respond to this complaint.The patient was seen in a Wheaton Franciscan Healthcare facility that offers both Urgent Care and Emergency services. Unfortunately, the patient was billed incorrectly for ER services. A corrected claim reflecting Urgent Care...

services has been submitted to the patient's insurance carrier.  And a customer service representative from Wheaton Franciscan Healthcare was able to speak with the patient directly to explain the error made.Sincerely, [redacted]
Wheaton Franciscan HealthcareCustomer Service Representative

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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. 
Regards,
[redacted]

Hello and thank you for this opportunity to respond to complaint #[redacted] that was submitted by [redacted].Here is a formal response from Karen Hanley, a Director of Benefit Plans for Wheaton Franciscan Healthcare:It is Wheaton Franciscan
Healthcare’s intention that former associates receive...

requested pension benefit
payments in a timely fashion and in compliance with all applicable rules and
regulations.  In order to do so, the organization has engaged the services
of a third party vendor to administer the Wheaton Franciscan System Retirement
Plan which includes the processing of all benefit payments.  Due to this
arrangement, Wheaton was not aware of the difficulties this member was having
with regards to receiving her payment until June 23, 2015.  When notified,
immediate action was taken to verify with the third party vendor that all necessary
paperwork had now been received based on the latest member submission, that the
payment has been scheduled for the next possible disbursement date, and that
personal contact has been made with the former associate to confirm these
actions.  In general, the pension payment process is  complicated and
requires a number of time sensitive IRS forms and documents in order to
disburse a payment.   Wheaton Franciscan Healthcare welcomes the
feedback from this former associate regarding her experience which has prompted
a thorough review of the vendor’s handling of the case.  As a result,
coaching opportunities have been identified for the customer service team and
process improvements identified for the operations department in order to
eliminate any future similar occurrences.  
Sincerely,Michael M[redacted]Customer Service RepresentativeWheaton Franciscan Healthcare[redacted]

A Wheaton Franciscan Healthcare customer service representative made multiple attempts to reach patient by phone. (Calls were placed and line would ring twice before ending). An email was sent to the patient as well, but no reply from patient.Our representative has mailed a letter to the patient...

requesting that he contact her here in our office directly.Thank you for the opportunity to respond to this complaint[redacted]
Customer Service RepresentativeWheaton Franciscan Healthcare

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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. 
Regards,
[redacted]

Hello,Thank you for the opportunity to respond to this complaint.The complaint was directed to a facility for Wheaton Franciscan Healthcare, Iowa. And rather than simply forward it on, I have been in contact with that part of our organization. And what follows is the response we received from [redacted]...

[redacted], a coordinator in the Patient Financial Counseling Department:"The guarnator, [redacted], had, in fact, submitted her secondary insurance information to the extended business office. However, due to internal error, the information was not received by the insurance department to submit a timely bill to Medicaid for consideration. The guarantor should not have been held responsible for the balance. Due to this information, we have instructed the collections agency to close the account and to remove the negative reporting from Ms. [redacted]'s credit file."Again, we apprecitate this opportunity to respond to this complaint. Sincerely,[redacted]Customer Service Representative Wheaton Franciscan Healthcare