Monroe Hospital

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I will note that Monroe Hospital does have Good Patient Care, is clean, and the actually doctors and nurses are friendly and courteous.



Monroe Hospital has the worst most horrible and terrible accounting and billing as well as follow up customer service from administration I have ever experienced. They don't seem to care. (Monroe Hospital Financial Department)...Whoever heard of having an actual new account number/ID number for every patient each time they visit your facility...and not linking them...so I have 19 separate visits...I have paid them $250 since 3/6/2013...(sent them the proof of these payments)...I set payments up under the original invoice/ID I was sent...assuming like most organizations this was my customer ID number...under my first patient account...automatic payments each month for my co-payment (in fact i reached my out of pocket and they should owe me!!!)...they have credited every payment to that original PAID ACCOUNT...they have not linked any accounts...in fact they have marked my other accounts past due and evidently sent them to collections (I have the collection statements which is what prompted my phone calls)...However the lady (Deb) claims they haven't done this (the statements have been scanned and sent to her as well...they can't seem to understand my reasoning and logic that they are in the wrong...they keep telling me it is my responsibility to make sure they run their hospital/billing/financial department correctly...Oh did I mention that they also try consistently to bill me for the amount above the allowable contract with my insurance company...which for those of you that don't know is highly ILLEGAL!!!! I like the care I receive but I am really thinking I am going to have to go to IU Health from now on...they know that you give a patient a central ID number and then bill them with separate invoice numbers that are linked to that ID...how hard is that! I wonder how many others have been sent to collections for their oversight.



Here are some direct quotes from my conversations with Deb, the "Financial Counselor":

She enjoys talking down to people, not taking accountability for situations, and employing the use of phrases such as “you claim to have paid us”, “making sure payment gets to the right account is your responsibility”, “why do you think we put a patient number on the statement”, “don’t you understand”, “it isn’t my job to match up the number you put on the check with your name in the system,” and "do you understand how long it took me to look up all the invoices with the payments,”. I think she needs to understand that indeed it is your organization’s responsibility to ensure that payment sent is matched with the patient. I think it would also be very beneficial if you checked into an updated system that could streamline the process. A single patient ID perhaps with separate case numbers for each visit may help keep this problem from occurring. I shudder to think how many other patients are in the same boat and how many other patients have been sent to collection because they have set up automatic bank drafts under their original invoice from your facility.