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Business Profile

Hospital

SSM Health St. Louis

This business is NOT BBB Accredited.

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Complaints

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

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

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    Customer Complaints Summary

    • 123 total complaints in the last 3 years.
    • 33 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:08/30/2022

      Type:Billing Issues
      Status:
      Answered
      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 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: 08/25/2022

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

      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:
      Answered
      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:
      Answered
      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...

    SSM Health St. Louis is NOT a BBB Accredited Business.

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