I work for a third party company that does hospital billing and collections. We have to answer as we are the actual hospital.
This is the story of the how I had the terrible displeasure of talking to this evolved “Karen” from hell. – not her actual name.
Calls comes in. verification takes place.
Karen: I’m calling you people because I paid 50.00 for a [specialist] appointment and according to my EOB I should have only paid 25.00! you guys overcharged me and actually owe me money!!
me: eyeroll bc she has several small balances in collections already and she actually STILL owes money but ok let’s find out what happened Alright ma’am, I’d be happy to look into it. May I know what the appointment date was?
Karen: in the Karen voice shouldn’t you have that on your system already!? how come I can see that on the computer? Don’t ask me stupid questions and tell me where my money is
me: (well damn) Ma’am, I do understand you are able to see everything on your end through our portal. However, because we have different billing department within the hospital I do not have access to all billing information available to you.
Cue to Karen being a piece of shit for the next ten minutes. The more she talked, the more I realized it was a different billing office. She said she paid at the time of the app on june 30 -made up date- I had neither payments made on my end that day nor a payment for 50.00.
She was convinced it was us, until I looked up the Dr. the date, yep different office. I told her this. I’m pretty sure she felt stupid. I tried to be emphatic because Yes it can be confusing. But this wasn’t over, after this it’s like her life’s purpose was to piss me off and attack me.
Karen: OK. Fine. I will call them and figure it out. Now I need you to look up this other date. I made a payment that day too and I’m still being charged
Now, I hate this hospital bc they are morons. A lot of times, people pay and payments get applied to older open balances by default, sometimes the payments are left as undistributed, meaning they sit in the acc as a credit until it gets moved to be applied to an open balance. Epic system. If you know it, you know it ( but this hospital is truly moronic anyways and a lot of times im stuck trying to understand their moronic ways and explaining them to people)
Me: Looks up date, and sure enough, she made payment August 14 2019 and it got applied to November 25 2018 Ma’am, I do apologize, I can see you made that payment on August 14, but it was applied to November 25.
(another thing to know is that for the original appointment on August 14 she had two copays, one for doctor and another for labs and the copay was higher. she had paid 25.00 but her copay for both bills was 45.00, 90.00 total)
Karen proceeds to rant HOW DID THAT HAPPEN? THAT MAKES ABSOLUTELY NO SENSE TO ME. IF I PAY THIS DATE IT SHOULD GO TO THAT DATE GSHAGDHS FOAM COMING OUTTA HER MOUTH
she did have a point. I give her that.
me : Right ma’am I do und- interrupted
Karen: Right!? YOU REALLY NEED TO WORK ON HOW YOU TALK TO PEOPLE *continues ranting *
Me: having a chance to speak bc we arent supposed to interrupt these people cuz QA * Ma’am, I do agree with you, it’s not OK that your payment got applied to a differ- *interrupted again
Karen : I DONT NEED YOU AGREEING WITH ME. YOU ARE HORRIBLE AT SPEAKING TO PEOPLE AND DONT YOU BLAME THE PEOPLE WORKING AT THE DESK, THIS SITUATION HAPPENED BECAUSE YOU WENT IN HERE AND MOVED THAT PAYMENT. YOU WENT INTO MY ACCOUNT AND MOVE MY PAYMENTS AROUND
Me: ( wtff that’s not how it works) Ma’am, our system has the payment going to older balances by default, I do understand it’s frustrating to-
Karen: NO THAT’S NOT HOW IT WORKS. YOU ARE WRONG AND STOP TELLING ME YOU KNOW HOW I FEEL. YOU DONT SAY THAT TO PEOPLE. I DONT EVEN HAVE PROOF YOU APPLIED MY PMT TO ANOTHER ACCOUNT!!
Me : ( I never say I knew how you felt? I dont walk around with a spikey potato on my ass so no idk how you feel plus u telling me how to do my job :v I’m done) changes to my most customer service voice I’d be happy to send you and itemization showing you PROOF and I can also send a complaint on your behalf
Karen: I DONT WANT PROOF. I DONT CARE ABOUT PROOF AND I DONT CARE ABOUT SENDING A COMPLAINT I WANT TO KNOW WHY YOU WENT INTO MY ACCOUNT AND MOVED THAT PAYMENT
( what the fuck do u want at this point? Even if the payment gets moved, you STILL OWE that balance. u dont want proof, dont want the answers i give you, dont want me to send a complaint??? what the fuck do you wAnt karen!?
she wanted a human punching bag. i was the unlucky one.
she kept on being a bitch for 15 minutes. by then I had her on mute and I was reading steven universe theories. I wish I coulda hung up on her. There was truly nothing I could do for her, I tried be understanding but she didnt want that either so yea i was done
Finally she said : I DONT CARE IF U SEND ME AN ITEMIZED BILL BUT IF YOU DO SEND IT, SEND ME THIS -DATE RANGE- IM GOING TO GO THROUGH ALL OF MY PAYMENTS. IM DISPUTING THIS BALANCE. IM NOT GONNA PAY IT YOU CAN SEND ME TO COLLECTIONS I DONT CARE IM NOT PAYING IT
Me: * cheerful customer service voice* Absolutely, I’d be more than happy to fulfill your request *confirms date range, I generate that bill and put it online where she can see it *
Karen sarcastically WELL THANK YOU
ME: YOU ARE VERY WELCOME, ANYTHING ELSE YOU NEED?
Karen had finally disconnected.
I still think that she got under my skin but I never showed it and that pissed her off further. She wanted a reaction, something to get me in trouble and request a m a n a g e r and say I was rude or whatever. but never got it and that’s why she hung up defeated.
I was pissed how she talked to me like I personally killed her whole family but I did not give her the satisfaction of me sounding annoyed or rude.
Fuck you Karen. You already in collections anyways. And fuck this hospital for being morons.
tl;dr : Karen called. Had a Spikey cucumber in her butt, wanted a punching bag, I was the unlucky one. Also my job sucks.