Business ProfileforErlanger Health System

I feel it extremely important to bring the lack of compassion, assistance, customer service, and care received by your facility. Your website states that you provide “world-class, patient-centered care” and that is so far from what my experience has been. I am writing in for assistance with your billing department for Erlanger Western Carolina Hospital, in Murphy NC. I filed a dispute against a bill received on 7/6/23; it has been over 30 days and no update on the status of this dispute. This dispute was filed after a bill of $1267.12 was received; I had been told twice on a recorded line that there would be no cost to me for the procedure had. In addition to being told this by affiliates of your hospital who were performing the procedure, there are numerous documents around the hospital (including at the check in office) stating the patient will be informed of any/all costs prior to procedure. My procedure date was 4/25/23. I received a bill dated 6/13/23 for the above mentioned sum and had numerous calls with the billing department prior to officially filing a dispute on 7/6/23. Since 7/6/23 I have spoken to the billing department associates approximately once a week. In addition to receiving exceptionally poor customer service, I have been told that “the department that oversees disputes does not have a phone line or email address, and cannot be contacted in any way for follow up.” The extended timeline of this dispute review (over 30 days at the time of this letter) is absolutely unacceptable and does not prioritize patient care. The lack of customer service received is equally as disappointing. The department handling disputes being isolated and patients told they cannot contact this department brings to light a potentially outdated procedure. In the matters of finance and patient care, one would expect that a hospital would be prioritizing prompt responses. As a patient, I did my due diligence to ask the appropriate questions prior to receiving my procedure.