ComplaintsforMercy Hospital Fort Smith
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Complaint Details
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Initial Complaint
01/25/2023
- Complaint Type:
- Billing Issues
- Status:
- Resolved
Insurance denied my newborn claims due to no coverage, which I understand. My job had to send a file over to have my newborn added to my insurance. Legally, I had 30 days to complete this. In the process, my bill was flipped to self-pay before the 30 days to have a newborn added to the coverage. Once my newborn was added to the coverage. Anthem called Mercy on 1/18 with notes in your epic system ****** verified) that coverage has been added. I added the the insurance cards on 1/25 to the mercy portal and realized that my newborn was still showing as self-pay. I then called customer service and spoke with ***** stated it would be in self-pay until Anthem has paid. I did advise ****** that the NRP should be undone, until insurance was paid or denied again. That mercy's follow team should be following up on the claim until completion.. ***** was still adamant that I was wrong.. I spoke with *****'s Manager, ******* Which he he advised that I was wrong as well. Is this how Mercy does business? The next step if this issue is not resolved is to file a compliant with the attorney General. I may be one voice but I will be heard!Business response
02/13/2023
Good morning and thank you for submitting this concern. Our Patient Services department was notified and contacted the patient to ensure we were all on the same page. The correct process was followed by the personnel she talked with, it was submitted to our insurance team, and they were the ones responsible for undoing what needed to be addressed. We apologized to the patient for any inconvenience, and she was satisfied with the follow up phone call.
Again, thank you for contacting us and giving us an opportunity to review our process.
******* *****
Executive Director Quality/Safety
Customer response
02/13/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 18894791, and find that this resolution is satisfactory to me.
Sincerely,
Mariah Billy
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.