Understanding My Bill
Tips to Prevent Billing Problems
Billing and insurance can be confusing, so here are some tips to prevent billing problems:
- Make sure your bill is actually a bill. If carefully checked, what appears to be a bill may actually say: $0 balance due; your commercial carrier has been billed; or this is not a bill. No payment is required at this point.
- Carefully read every bill or statement from your doctor, insurance company or hospital. Do not assume that your insurance plan will take care of it for you. Call the telephone number on the document with any questions.
- Always get the name and phone number of any insurance/hospital/physician office billing person you talk to. Note the date and time of the conversation. If you are not satisfied, ask to speak with their supervisor. If still not satisfied, go up another level. If still not satisfied, ask for a face-to-face meeting or an appeal of the payment matter. As a last resort, write a letter - insurance companies and HMOs must respond to formal written appeals.
- Sometimes, employers fail to pass on their files of new employees eligible for coverage to their carrier/health plan. Make sure you are covered. Check with your benefits manager. If you have recently been hired or changed plans, always double check with your benefits manager.
- Keep all invoices, receipts, billing statements, bills, copies of checks and interactions with billing personnel in chronological order in case you need to refer back.
- Always call immediately if you notice a billing problem or if you do not understand the bill. The sooner you bring it to someone's attention, the fresher your experience will be with your doctors and hospital and, therefore, easier to track and resolve.
- Full payment of your bill is expected within 30 days. If you are unable to pay, please call the billing office at (319) 369-4505, email financialadvocate@mercycare.org or stop in to the hospital to discuss your situation with a financial counselor. Our staff will be happy to assist you. Patients may be eligible for state, federal or local funds that cover hospital bills.
- Be persistent. There is a window of opportunity to have bills resolved. If you wait too long, it becomes harder. If you are not satisfied with answers, keep calling back and schedule face-to-face meetings.
Frequently Asked Questions
Why did I receive separate bills for the hospital and the doctor(s)?
These bills are for professional services provided by these doctors in diagnosing and interpreting test results while you were a patient. Pathologists, radiologists, cardiologists and other specialists perform these services and are legally required to submit separate bills. If you have questions about these bills, please call the number printed on the statement you received from them.
Are itemized statements automatically sent to patients?
No. We send summary bills to the patient. To request an itemized detail, call us at (319) 369-4505 or email financialadvocate@mercycare.org. Phones are answered from 7:30 a.m. to 5 p.m. Monday through Friday.
Why is this billed as an outpatient service when I spent the night in the hospital?
For an account to be billed as an inpatient service, there must be a physician order. The physician who ordered your services determined that your condition did not meet the requirements for an inpatient admission. The physician's written order dictates whether we bill as an inpatient or outpatient.
Why am I receiving a refund check?
There was an overpayment to your account. Either you paid too much on the account and/or your insurance paid at a later date and covered some of what you already paid.
Can I come in and talk to someone regarding my bill?
Yes, our Patient Financial Counselors are here to assist you from 7:30 a.m. to 5 p.m. Monday through Friday. Please call (319) 369-4505 or email financialadvocate@mercycare.org to make an appointment with a financial counselor.
I come to the hospital often. Is there any way that I can receive one bill?
Unfortunately, because of insurance requirements, we may be required to bill each visit separately.
Why is there an error on my bill?
If you have questions about your bill, or believe that it is incorrect, call the billing office at (319) 369-4505 or email financialadvocate@mercycare.org. Phones are answered from 7:30 a.m. to 5 p.m. Monday through Friday.
