Having surgery can be stressful enough. At the Department of Surgery, we are here to answer your questions and eliminate confusion about your hospital bills so you can focus on what’s important: feeling better. In the following article, we spoke with our billing representatives to help clarify your most frequently asked questions regarding your Department of Surgery bill.
Who can help me with questions about my bill?
Patients may receive bills from the hospital as well as the surgeon, so be sure to examine your bill to best direct your questions. For bills regarding divisions within the Department of Surgery, each patient is assigned to a unique representative who is best able to answer billing questions in that specific division. You can find their contact number at the bottom of the first page of your bill.
Before contacting your billing representative, remember to open all mail from your insurance company as well. The insurance company may provide additional information to clarify your question or best assist your billing representative in aiding you.
When handling my bill, how are you able to identify me?
We will be able to identify you through your account number, appearing in box 3 and 9 on your paper statement. Please refer to this number and we will be able to find you in our system.
Is there a way to pay for my bills online?
At this time, we do not offer the ability to pay your bills online. You may either return the paper statement or contact your billing representative who will be more than happy to take your payment by phone. Remember, your account number found in box 3 and 9 easily identifies you and helps with your payment process.
Are all of my hospital fees included in this bill?
The fees on your bill only reflect the balance on the patient’s account for the provider listed at the top of your statement and his or her services.
Please note you may receive additional bills, including fees from hospital laboratories or other hospital divisions, departments and providers, such as your anesthesiologist. The providers listed will help you recognize the division from which the bill originates, but please call your billing representative with any questions.
What do the number and letter combinations represent underneath the "Description" column?
The number and letter combination underneath the Description column refers to the procedure or treatment. This will correspond to the procedure you had on the date listed in the column adjacent (column 12). We understand you may be seeing multiple providers and receiving multiple procedures during your treatment, and this may make it difficult to keep track of which procedure you had on what day. If you cannot recall what the procedure was based on the provided date, we encourage you to call your billing representative with your account information and we will be happy to give you additional information.
What if another provider outside of my main provider is listed on my bill?
The bill you received is representative of the provider listed at the top. Fees from the provider are included as well as any related fees to the services he or she performed. If left unpaid, the fees become cumulative. We understand you may see multiple providers on different days, and this can be difficult to keep track of. If you have questions about whom you saw for what procedure, please call your billing representative.
How do I submit the additional insurance information or check to make sure my information is current?
We will be happy to update your information or confirm that it is current. Please call either your billing representative or provider's office and we will assist you over the phone.
To ensure your insurance information remains up to date, remember to bring a copy of your current insurance card to your appointments and inform your doctor's office if you move.
Why would my insurance company not pay for the entire procedure? What if I have disputes about the amount they have deducted?
Every person's insurance plan is different. For more information about your benefits and coverage amounts, you may request an Explanation of Benefits, or EOB, from your insurance carrier.
To fully understand your EOB, you may require familiarity with insurance terminology. Some examples include:
- Deductible: A set monetary amount for each benefit period the insured is responsible to pay for before the insurance company begins to contribute payments for covered medical services
- Coinsurance: Medical fees shared between the insurance company and the insured, where the insured is responsible for a percentage of the covered procedure's fee
- Out-of-pocket: Fees you pay for medical related services beyond your monthly premium and you are responsible for
After receiving your EOB, you may still be confused. Call your insurance company to better understand your EOB. If you have disputes about how your claim was handled, you will need to go through your insurance company. Please keep in mind that the billing office bills you according to how your insurance company processes you claim.
What if I cannot afford the full payment?
We understand the full expense in one payment may be difficult. Know we are here to work with you to develop a payment plan that suits your budget and needs. Please call your billing representative and we will work with you so you can pay in monthly or weekly increments until the bill is resolved.