Complaints

This profile includes complaints for SSM Health St. Louis's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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SSM Health St. Louis has 33 locations, listed below.

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  SSM Health St. Louis

  1015 Corporate Square Saint Louis, MO 63132

• 

  SSM Health Prescription Center

  130 Corporate Drive Beaver Dam, WI 53916

• 

  SSM Health Pharmacy

  145 N. Main Street Fond du Lac, WI 54935

• 

  SSM Health Fond du Lac Regional Clinic

  350 E. Sheboygan Street Campbellsport, WI 53010

• 

  SSM Health Fond du Lac Regional Clinic

  900 Main Street Brownsville, WI 53006

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:10/21/2022

  Type:Customer Service 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.

  Mental health case worker ******** ******* has been posting my phone number, email, and address online in order to harass me and my family. This behavior has been non stop for years. She is a social worker at SSM Health and it’s ironic she’s a mental health case manager.

  Business Response

  Date: 10/28/2022

  SSM Health response to BBB complaint #******** - The organization has conducted an internal investigation and
  do not find the facts of this compliant to be accurate.  We have not
  substantiated this case. 
  

  Customer Answer

  Date: 10/28/2022

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  you have a mentally unstable person working for you. A mental health social worker should not be engaging in this type of harassment. She’s is a threat to all her patients
  
  
  
  
  
  Sincerely,
  
  
  
  ****** ***

• Initial Complaint

  Date:08/31/2022

  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.

  Back in early 2022, I had a **** ***** *********** **** ***** **** *******. It was a minimally invasive procedure and was performed outpatient. I was in and out and back home in a matter of hours. I was shocked when I saw the bill come through as my insurance was billed $16,447.06. This didn't include the separate surgeon's bill I received. Given the enormous bill, I chose to review the itemized portion of my bill which showed the breakdown of charges. Upon review, I found that a large percentage of the bill came from two particular charges; an OR surgery level 5 which elicited a charge of $4,041.00 and an OR surgery level 5 per min which elicited a charge of $6,439.00. I didn't know what these charges meant so I consulted a billing specialist who researched current U.S. billing guidelines. Per these guidelines, an OR level 5 surgery is defined as being a highly invasive procedure, blood loss greater than 1,500 cc, critical risk to patient independent of anesthesia, and usual postoperative ICU stay with invasive monitoring. Examples of such a level would include Intracranial procedures, cardiothoracic surgeries, and major surgeries of the oropharynx. My surgery did not even come close to meeting any of these criteria. In light of this, I sent SSM health a lengthy message on MyChart highlighting this information and my concerns. I never received a response back from them but noticed my bill had been removed from my account. Recently on 8/21/22 I received a new statement with the exact same bill as before. They made absolutely no changes to the bill. The current billing practices within this system are appalling. I feel bad for patients who are too sick to review their own bills and get taken advantage of by health systems like this. Something needs to change!

  Business Response

  Date: 09/01/2022

  
  A review on your account was completed for auditing purposes.
  
  The original charges
  for our services and the provided items (either as fixed charges or as mark-up
  over wholesale costs) are determined yearly at our corporate level by
  committees of highly qualified managers and consultants with input from the
  ****** *** ***************** ******** and from the health insurance
  industry.  Please note that our charges
  must be kept in line with those considered usual
  and customary at other hospitals within our region, or the insurance
  companies would not pay their portions of these bills. 
  
  If you have questions regarding your medical
  treatment, please contact your healthcare provider directly.  If you have questions regarding your medical
  benefits, please contact your insurance carrier directly.
  
  Billed charges are correct for the
  services rendered to the patient, coding is correct according to the
  physician's orders and documentation of procedure and tests. SSM follows *** ******** ** ***************** ********* who set the billing guidelines for these services.
  
  SSM
  Health Care bills patients based upon insurance payments and your contractual
  agreement with your insurance carrier. Your insurance carrier should have sent
  you an Explanation of Benefits (EOB) for this date of service that explains
  your out-of-pocket expenses.
  
  We
  apologize for the inconvenience that this might have caused you. We appreciate
  the opportunity to address your concern.  

• Initial Complaint

  Date:08/30/2022

  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.

  I was billed $3,184.77 for an ambulance bill from October. We received the bill in April and paid the bill in April. We have continued to get a bill and I called in may and the lady told me they just didnt credit right and she took care of it. I got a bill in June and I called again. After 3 attempts of being on hold for over 45 minutes I spoke with a lady that said there was not record of our payment and I would have to forward a copy of the check. I sent it to them Im 6/29/2022 to the email address they provided. In July I received another bill. I could not get anyone to answer the phone to talk to them. On July 11 I received a message that they received it. Screen shot of message attached. Now I have received another bill and it is showing up as late in my credit. I want it cleared immediately and I want to be compensated for the damage it is doing on my credit.

  Business Response

  Date: 08/25/2022

  Select Medical does not provide ambulance services.  This is a complaint for SSM hospital.  Please redirect the person to them. Thank you

  Customer Answer

  Date: 08/28/2022

  I am confused as to how they are not responsible as I have received several phone calls from a lady that has stated she received my complaint from the BBB and was working on it.  She sent me an email the other day stating the account had been updated to a zero balance and I asked her what they were going to do about my credit and she stated she would email me Monday (tomorrow) with an answer.  There is no hospital to reach it to in this claim because it was a 911 call and an ambulance came to my house and transported me to *************** Center.  So now I dont know if my account has been taken care of or not!  I am attaching copies of the emails.  I listed the address directly from the statement for my complaint.  So it would have to be this company.

  Business Response

  Date: 08/31/2022

  8/31/22 sent to ***************************** -Hi **********************
  
  I spoke with SSM Health ************ ***************** billing office on August 24, 2022 and your payment has been posted, account balance is zero and letter has been sent to vendor requesting any adverse credit rating removed.   I am verifying with Vendor how long it will take to remove the rating.
  
  Thanks 

  ____________________
  
  ****************************
  Patient Liaison
  Optum | Supporting SSM Health
  
  O **************
  ******************************************************************
  www.optum.com
  
  

• Initial Complaint

  Date:08/06/2022

  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.

  On 8/5/22 I received services at an SSM Health Urgent Care on ******* **** which is NOT SSM Health ****** ******** *** *****. My insurance is being billed as a emergency visit despite this being an urgent care and not connected to the hospital. I paid my $35.00 copayment and now getting a bill for a copayment for an ER visit. This fraudulent billing and I’ve also contacted my insurance company.

  Business Response

  Date: 08/10/2022

  A review of
  the medical record was completed for auditing purposes. Patient was seen in the
  SSM Health- ******* Urgent Care. – ***** Hospital.
  
  Documentation in the medical record
  supported that the patient was evaluated and treated at SSM Health- ******* Urgent
  Care.  Final report is listed in the
  medical record by the physician. Charges are correct for
  the services provided, and the diagnosis coding is correct for the condition
  for which the patient was treated. You may go to any SSM facility and obtain a
  copy of your medical records for your review and personal records.
  
  Claim was
  billed with Revenue Code **** which indicates to the insurance company services
  were rendered at an Urgent Care.  Currently the claim has not completed insurance
  processing it is unknown patient liability until insurance has completed processing
  patient’s claim.  SSM follows CMS
  (Center of Medicare/Medicaid Services) who set the billing guidelines for these
  services. ******** explanation of benefits (EOB) can be reviewed to verify how
  this claim was processed and should be contacted with any further coverage
  questions.
  
  We apologize
  for the inconvenience that this might have caused you. We appreciate the
  opportunity to address your concern.

• Initial Complaint

  Date:08/05/2022

  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 visited SSM ****** for a mental healthcare issue (which was NOT resolved) and they charged me $390. My insurance paid for it within a month but SSM still claimed I owed money and sent my account to collections when i refused to pay! This affected my credit and took months to resolve

  Business Response

  Date: 08/12/2022

  August
  12, 2022
  
  BBB Complaint # ********
  
  Dear *** ********
  
  Account Number: ***********
  Date of service: January 28, 2021
  
  SSM Health has received your concern regarding the charges at SSM Health- DePaul
  St. Louis Behavioral Health Department.
  
  
  A review on your account was
  completed for auditing purposes.
   
  Documentation supports patient
  presented to SSM Health – ****** *** ***** ********** ****** **********.
  Patient was triaged, treated/observed, and discharged. Final reports are in
  medical record. Patient may go to any SSM Health facility and obtain a copy of
  his medical records for his review and personal records.
  
  If you have questions regarding your medical
  treatment, please contact your healthcare provider directly.  If you have questions regarding your medical
  benefits, please contact your insurance carrier directly.
  
  Billed charges are correct for the
  services rendered to the patient, coding is correct according to the
  physician's orders and documentation of procedure and tests. SSM follows ***
  (******* ** ***************** Services) who set the billing guidelines for
  these services.
  Charges were appropriately billed with *** applying services to deductible,
  patient liability is $397.00.
  
  SSM
  Health offers several options for repayment. Financial assistance is available
  for those patients who find their hospital bills create a financial hardship.
  Please contact customer service at ***** ********, Monday-Friday.
  
  We apologize for the inconvenience that
  this might have caused you. We appreciate the opportunity to address.
  
  
  
  Sincerely,
  
  **** **  Corporate Patient Liaison -
  Patient Financial Operations- SSMy here...