Frequently Asked Questions

This page has the most frequently asked questions about the billing process at our facility. If you cannot find your question, or you have a question specific to your bill, please call Patient Account Services at (xxx) xxx.xxxx[PKP1] .


The fastest, easiest way to pay your bills is through our secure online bill payment page. Our bill payment options include:

  1. Secure online bill payment
  2. Contact us at the telephone number on your bill and pay with your credit card. We accept Visa, MasterCard, and Discover credit cards.
  3. Stop by the Patient Financial Services office and make a direct payment in full.
  4. You can make payment at the time of service (ex. making payment at the registration desk) or any time after the service.
You can also mail a cashier’s check, personal check, or credit card information for payment in full directly to our office.

Insurance plans generally have deductibles, co-pays, and/or coinsurances.

  • A deductible is an annual expense that you must pay before your insurance benefits can begin. This amount can vary based on place of service (i.e. your doctor’s office vs. a large hospital). Supplemental insurance plans may cover this cost.
  • Coinsurance is the portion of the total bill (usually a percentage) that is the patient’s (or guarantor’s) responsibility to pay. This amount can vary based on place of service (i.e. your doctor’s office vs. a large hospital). Supplemental insurance plans may cover this cost.
  • A co-pay is a set amount paid each visit, based on your insurance policy. This usually does not count toward your deductible.
Example:  On a $500 bill, your deductible might be $150, so you would have to pay the first $150. This leaves a balance of $350. Of that $350, your co-insurance might be 20 percent, meaning that you will have to pay an additional $70. Your insurance company should pay the remaining $280. The hospital will file this claim for you. After insurance has been billed, you may receive a bill on any remaining balances.

The hospital will bill your insurance company directly (unless you specify otherwise), still, you are ultimately responsible for making certain that your bill is paid.

If a balance remains after your insurance has issued a payment or a denial, payment is due immediately upon receipt of your statement.

In addition to your bill from the hospital, you may receive bills from private practice physicians who may have provided services to you. For instance, you may receive bills from consulting physicians, radiologists, or other specialists. Please contact their office directly if you have questions concerning their bills.

Questions about insurance may be directed to Patient Financial Services.

You may have received a letter or questionnaire from your insurance company requesting additional information. If you do not respond to this, the bill may become your responsibility.

You should receive an account statement in the mail. Your statement will reflect any unpaid balances on your account.

Any new payments made on your account should be reflected on your next patient statement.

You should have received an explanation of medical benefits (EOMB) or explanation of payment (EOP) from your insurance company, showing how they considered your claim. This EOMB/EOP should have a contact telephone number or web site where you can reach your insurance company for questions. Please contact your insurance company or benefits office with questions about denied claims.

If your service was within the past five days, you should contact our registration department.
If it has been more than five days past our service date, please call the Patient Financial Services Office. In order to prevent pre-certification and timely filing issues with your insurance plan, it is important that you contact us immediately.

Many insurance plans require prior approval for services by patients and/or their primary care providers (PCPs) before services can be covered. This is often referred to as pre-authorization.

Before your visit, please review your health-plan booklet or call your insurance company representative to clarify your specific policy benefits and requirements. This information may also be found on your insurance carrier’s website. Information about your company’s website can be found in your insurance policy handbook, on your insurance card, or at your benefits office.

After notifying your employer of a work-related injury, your employer should have filed a “Notice of Injury” with the company’s workers compensation carrier. If they did not, the claim may be denied and become your responsibility.

Please check with your employer regarding the status of your workers compensation claim.