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I can have a team member reach out to him to update his payment plan from a manual to an automated plan where funds are withdrawn on the due date the patient decides.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. 

• Initial Complaint

  Date:10/30/2022

  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.

  Before payment for $1,408 bill, I ask that *** ********* Health Center to send me a copy of cancer surgical reports (Late Latent Syphilis or 3rd Stage of cancer, lung mass, adrenal masses, heterogeneous breast masses, pelvis phleboliths, anterior paramediastinal mass), surgical reports for lesions (vagina, neoplasm in colon, significant abdomen calcifications) and surgical reports for bilateral hips. On service dates (10.1.20-10.5.20) and after service dates via Amendment to PHI Request (10.14.20) I presented evidence of cancerous mass reports to E.R. doctor, P.A., in-patient doctor, and specialists for cancer evaluation (diagnosis, staging, prognosis, treatment recommendations) &/or to inform medical professionals that I had no cancer treatment to date. To the contrary, I was informed by medical professionals at OSF - St. Anthony's Health Center that I was treated for cancerous masses. Medical professional at Saint Anthony's Hospital proceeded to treat me for conditions as specified in medical record & discharge summary from 10.1.20-10.5.20. Also, I ask for missing PHI from St. Anthony's H.C. that I requested on attached letter dated 10.30.22 that has not been supplied to date that includes lab orders with ICD10 codes, missing PHI for Sodium Chloride Rx and missing PHI for reading for EKG strips.

  Business Response

  Date: 11/17/2022

  ***** ****, the supervisor of health information management let us know yesterday that she had gathered the records and was sending them out. Her direct phone number is p ************, if the patient would have any issues with the records. 

  Customer Answer

  Date: 11/22/2022

   I am rejecting this response because:
  
  OSF letter dated 11.14.22 includes Sodium Chloride PHI from 10.1.20-10.5.20 that I requested.  Yet, OSF letter does not provide the following:

  1. Copies of cancer surgical reports and total hip surgery reports from any facility.

  2.     Copies of lab orders with diagnosis (ICD10 codes).

  3. PHI for missing reading for EKG strips (not EKG reports) from 10.1.20-10.5.20.

  Thank you.

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

• Initial Complaint

  Date:10/19/2022

  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.

  OSF PEORIA, IL IS MY HEALTHCARE GROUP AND OSF NEEDS TO PAY ********* ****** PEORIA, IL $148 ASAP. OSF *** ***** ***** ********* GAVE ME A WRITTEN REFERRAL MAY 2022 TO GO TO THE ********* ********** ******. I INFORMED OSF OFFICE STAFF **********, **********, *******, *****, AND ****** ****** IN WRITING AND VIA PHONE THAT FROM 5/1/22 TO 5/21/22 **** ***** * **** ****** IS MY PROVIDER. FROM 6/1/22 UNTIL PRESENT MY PROVIDER IS ***** AND FROM 2021 THRU 4/30/22 AGAIN MY HEALTH PROVIDER IS *****. IN ADDITION, OSF KNOWS TO MAKE SURE ALL OF THE REFERRALS THEY GIVE ME ARE TO BE FOR IN-NETWORK PROVIDERS. I AM NOT SUPPOSED TO RECEIVE ANY BILLS FROM OSF BECAUSE THEY NEED TO SEND ALL OF THE 5/2022 $148 BILL TO **** ***** * **** ****** FOR PAYMENT ASAP!!! AND OSF CAN'T PROVIDE ANY NEGATIVE CREDIT REPORT DUE TO OSF'S MISHANDELING OF BILLING FOR THE PAST SIX MONTHS. MY NEXT STEP IS TO REPORT OSF TO THE IL INSURANCE COMMISSION AND OFFICE OF INSPECTOR GENERL IF OSF DOESN'T TAKE CARE OF THE $148 BILL. THAT'S WHY WE AS PATIENTS AND CUSTOMERS HAVE INSURANCE; AND OSF IS SUPPOSED TO SEND ALL BILLS AND CLAIMS TO **** ***** * **** ****** TO RECEIVE PAYMENT FROM **** ***** * **** ****** OF ILLINOIS. BBB PLEASE ASSIST. THANK YOU.

  Business Response

  Date: 11/07/2022

  This patient had 4 dates of service in May 2022. These have been submitted to **** ***** and paid by them. What the patient owes for the May dates are just copays for those dates of service. The dates and amounts owed are as follows:

  05/11/22 20.00

  05/17/22 20.00

  05/18/22 35.00

  05/31/22 35.00

   

  The $35.00 copays are due to the fact that the places of service visited were prompt care/urgent care locations. If the patient has any questions regarding her bill, she can call the number on her statement. ************ and a patient financial services team member will be happy to help her. 

   

  Business Response

  Date: 11/17/2022

  The patient's insurance company has levied copays on her charges which we are required by contract to bill for. If she thinks this is incorrect, she would need to contact her insurance company. The payments have been sent to us with copays indicated on the eobs 

  Customer Answer

  Date: 11/20/2022

   I am rejecting this response because:

   AGAIN, THE FOLLOWING OSF ILLEGAL BILLS NEED TO BE SENT TO ****** ******** ********* $811.12, $171.94, $148.00.

  OSF PRIMARY CARE DOCTOR  *** ***** GAVE ME MEDICAL REFERRALS TO DOCTORS THAT ARE IN MY ***** ******** INSURANCE NETWORK

  AND MY ***** INSURANCE WILL PAY OSF. I'M NOT SUPPOSED TO RECEIVE ANY BILLS OSF  EMPLOYEES NEED TO DO THEIR JOB WHERE THERE IS CONTINUOUS 

  LACK OF CARE FROM OSF. MY COPAYS ARE ONLY $10 TO SEE MY *** ****** AMNMD $35 TO SEE A DOCTOR IN NETWORK/SPECIALIST WHICH I HAVE PAID ALL OF MY CO PAYS AND HAVE RECORD OF DOING SO....