Update #3: I wrote a previous review on a horrendous experience we had in the ER and then afterward with the billing experience. I worked with a patient advocate and I was asked to call in and let her know if the recurring payment that I had set up on the patient portal worked for May. IT DID NOT…
Calling in to try to report it was impossible.
There are two issues (and maybe more). There is an IT issue and there is an operations problem. First, the payment portal does not work for recurring payment plans. It worked in April when it was set up and failed in May.
Second: Calling in to resolve a payment issue ends up at third parties ( Tenet Health has outsourced this function) with 1st level minimum wage collection agency people.. The collections agency answering the St. Joseph's business office number is slimy. It is not the business office, it is a collection agency called CMRE.
You need to get a real customer service phone number where people answer and can bridge the issues with your third-party outsourced staff. Making the patients and their families talk to various services and get nowhere. The payment portal also has their own help line with no connection back to the actual hospital. The services don't even have a St. Joseph's phone number to give you and they won't give you any information. They know nothing other than to take your payment.
If this is a profit making group, there needs to be some actual managers experiencing this. This will go nowhere other than to move people into collections for no apparent reason. The ill will is enough to make you want to never use this hospital if you have a choice.
Update #2: I sent the information to the email and will look forward to hearing back. I do not normally do business in this way if there are people that actually are trained to understand how the system really works and make changes if a mistake occurs.
Updated: So the reply said they will review this issue and since there is no information on who to contact it is a mystery as to how they will do that? Do they not need real information or is this just a weekend "auto post"?
The plot continues now nearly nine months later after a horrid ER visit in July 2017. It is now April 2018 and via St Joseph's payment portal we had set up a payment plan as it was offered. The payments have been made and the checks cleared every month with four payments left and St Joseph's Hospital puts the account into collections.
That seemed odd, all the checks show as cleared, so I contact the St Joseph's Hospital Business Office and they are unable to see the records and we must deal with the Collections agency. The collections agency doesn't know why it was put into collections. So no one is able to do anything, they know nothing, see nothing, hear nothing, total vapid, brain dead worker bees. No judgment to offer a process for resolution. The incompetence of this hospital and /or Carondelet Network is overwhelming.