Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/01/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  see Attached document

  I have a medical bill that is on a payment plan, the statements that are sent out are on a 45 day cycle. The payment cycle is 30 days. I made the first payment in Oct then at the end of November I received the letter stating I was late. Without a statement the bill was over looked. I paid Nov then made Dec bill. I called again in Jan because I still had not received the statement (it's do on the 15th) I called on 18th Jan to inform them I was mailing a check. I finally received the second statement Jan 22 If they require payment every 30 days the statements should also be on 30 days.

  Business Response

  Date: 02/02/2024

  The transition to a 45 day statement cycle was an executive leadership decision within our organization.  Communication related to this change was distributed on our website and through the MyChart application.  Our mission partners provide scripting when setting up a payment plan to advise patients that payment plans are set up on a monthly basis and patients will receive a statement every 45 days.  Our patients can always check on their remaining balance and make adjustments to their payment plan 24/7 by visiting our payment website, ************************************.  If the patient would prefer, I can have a team member reach out to him to update his payment plan from a manual to an automated plan where funds are withdrawn on the due date the patient decides.  This could greatly alleviate any confusion Mr. ***** has about when his payment is due and ensure that he no longer receives late payment communications. I would also like to apologize for any inconvenience Mr. ***** feel he experienced.  One of our primary goals is to provide the best patient service from the time the patient registers at one of our facilities, through clinical care needed and until their account is closed.
  
  

• Initial Complaint

  Date:01/22/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 12.15.23, I received a letter from ****** ****** ******** that OSF Health and ********* ******* along with others are sharing my records in **** ********** of **** system that I did not authorize. I contacted OSF Healthcare My Chart and I was informed that I would receive a Revoke Authorization form via email that I have not received to date. When I contacted OSF Healthcare MyChart team for the second time, I was transferred to triage nurse.
  
  I revoke all authorization for OSF Healthcare and Community Partners to share my health information in **** ********** and **** system.

  Business Response

  Date: 01/24/2024

  Hello Mrs *******,

  I have reached out to our Manager of the MyChart application and communicated your request.  I will ask her to follow up with you regarding a resolution.

   

  Thank you,

   

  **** *******

  Customer Answer

  Date: 01/26/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

• Initial Complaint

  Date:12/05/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I saw Nurse Practitioner, ******* ****** Office/OP EST LVL4, on June 10, 2022, for a couple of minor tests. At that time, I had an open wound from a cat bite and was due a tetanus booster since my last one was in 2012. I am on an ***** ******** ***** ******** *** insurance plan. Plan# **************** ID ************. In July, I received notice that $266.00 had been paid, but $78 for the vaccine and $30 for administrating the injection was denied. I called ***** and they said the claim should have gone in as a pharmacy claim using ***** ****** and to have ODF call ************** for assistance. I made a physical trip to the "doctor's office" to relay this information. There I was told to contact OSF Financial Office where I was told they didn't resubmit to insurance. I did receive a call on Oct. 4 from some office manager at the College Ave. site in Bloomington, IL. who promised to look into it and to stop the issuance of bills.
  It is now December and the amounts have never been resubmitted to ***** and I receive texts, emails, and paper bills marked OVERDUE weekly. I refuse to pay for a service 100% covered by my insurance,
  I called OSF Patient Relations, per internet search, only to find it applies to Pontiac. However, a lady named ***** ***** returned my call and said she would file complaint at OSF Bloomington.

  Business Response

  Date: 12/19/2022

  In regards to complaint ID
  ********, OSF has contacted patient’s ***** insurance numerous times in hopes
  of resolving their denial.  Most recently ****** ******** has called on
  12/14/22 and was told that they denied repayment but the associate could not
  provide a reason as to why, so they requested she resubmit all documentation
  from the date of service and will send this to be reviewed again. She advised
  that she will call again next week.  I called the patient and provided
  this update and apologized for any frustration she has experienced relating to
  this insurance denial.  I advised that as a courtesy I have reset the billing
  so accts remains with OSF while follow up continues to occur.  She advised
  she was appreciative of the update but said she was frustrated because she
  thought this issue was resolved and then received additional billing for the
  balance due.  I advised that OSF will continue to work with her insurance
  to resolve this denial and this is what will be communicated herein to the
  BBB.  Also stopped the billing per ** ********** request until ***** provides a final disposition.
  Thank you,
  **** ** *******

  Customer Answer

  Date: 12/19/2022

   I am rejecting this response because: The issue remains unresolved.  I receive monthly information from ***** showing claims. I have seen nothing to indicate another claim was made and denied again.
  
  
  
  

  Business Response

  Date: 01/03/2023

  This account currently has a "stop bill" placed on it while the insurance billing area works with her insurance company. She will not be receiving any bills for this service at this time.