Grievance Procedure Case Study

Order Description
This assignment was built on a previous question the problem address now is below. Any sources sited must be a US Government source or based on US healthcare because of the nature of the assignment. This is the current Case Study please also see attachment for better information :
HMO Inc. customer service department ignores Mr. Jones repeated calls about his bill, and now he has filed a grievance. What will happen at this point?