ComplaintsforLicking Memorial Hospital

• Initial Complaint

  09/18/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I do not have all that information. My problem is accounting. I keep paying my bill every month when I get my social security check. and every month I get a delinquent notice. You try to explain to them and they just hang up and the many phone calls I made I have been hung up on 2 or 3 times probably because they did not like what I was saying.. I should have been writing this down but I did not so I am stopping here. because I am totally confused at this point and I am not sure timewise that I can think about anything. ***** ***** ********

  Business response

  11/06/2023

  I spoke with the Manager of Professional Billing (Doctor's offices), ******* **** at Licking Memorial Health Systems. ***** **** (Manager of Hospital Billing) was included. Here is her response:

  ***** and I have been in contact with this patient multiple times. She struggles with understanding her balances since moving her old outstanding balances from ******** into **** to create one payment plan arrangement. In the most recent contact with her, I attempted to go over this again where ***** moved $2,061.76 from ******** in September 2021. As she had new balances accrued since September 2021 to present those have been added to her payment plan. Payments are applied oldest to newest. Which meant that as she was making her payments they were being applied to the outstanding balance that was moved from legacy to **** before being applied to her newer account balances. She insisted that she had been paying her co-payments at her office visits when prompted by staff, which is partially true. However, most of the time registration has documented that Payment Collection was attempted however patient requested to be billed. I did advise the patient that even if the staff do not prompt her to pay her co-pay, if she knows she has one, she can insist that they collect it. I did advise her that if there were any co-pays that were paid and insurance would process the claim in full without applying a co-pay, that payment would be applied to her outstanding payment plan balance. I offered to send her breakdowns of all of her accounts, but she insisted had overpaid us by $2,000 and ended the call.
  
  I did go ahead and print itemized for all of her accounts that are in **** since Go Live to show charges, insurance payments/adjustments, what was applied to patient responsibility and any patient payments that were applied. I highlighted in yellow to draw her attention to the Balance Forward from Legacy System on the initial itemized and highlighted in green any patient responsibility applied by insurance and patient payments or financial assistance applied to each account after that as well the area where it shows the remaining patient responsibility for that particular account. Attached is the 38 pages that were mailed to her on Nov 1. We have not sent any itemized from the legacy accounts that were adjusted in ******** to be moved into EPIC, however I do believe ***** and ******** have those easily available if needed.
  
  I highly suspect and did voice to the patient that the overpayment that she feels was made was indeed owed, it was for dates of services prior to March 2021 for the balances that were moved over so that she had one payment plan. 

  Customer response

  11/08/2023

  I need time to finish going over the papers the lady sent me.  I am starting from the date in 2021.  I cannot remember the day and month, and working forward.  There system is hard to understand  as they show a zero balance on what I think is the legacy account but says it was forwarded and the payments listed I made and the balance of the forwarded amounts counsels each other out so it leaves a balance of zero which is what they say at the top of the page.  Then most of the bills or I should say alot of the bills has a zero balance.  I will try to figure it out with in the seven days and report it.  Why do I have a deadline when it took them what a couple months to respond?      

  Sincerely 

  ***** ********

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

  
  
  Regards,
  
  ***** ********

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