Frequently Asked Questions
Provided below is a list of common questions frequently asked by our patients. If you have specific questions about your bill, please contact customer service at (480) 728-4300 or call the customer service number listed on your billing statement.
- Who will bill my insurance?
- Why am I being asked for my insurance information again? My doctor should already have it.
- I was in the hospital several weeks ago, why haven't I received a bill?
- I received a billing statement, but all it shows are total charges. Can I ask for an itemized bill?
- Why did my billing statement have an adjustment amount?
- I have coverage under both my insurance and my husband's. Since the deductible is less under his insurance, can you bill his insurance and not mine?
- Can I find out how much my emergency room service will cost and if my medical insurance will cover the visit before seeing the doctor?
- After my hospital stay, I received separate bills from the hospital and doctors. Why did I receive so many bills?
- When will my insurance company settle my account?
- How will I know how much I will need to pay?
- How may I make a payment?
- Where can I find answers to questions about Medicare?
- What is an Advance Beneficiary Notice (ABN)?
- What if I cannot pay or I do not have Insurance?
- What if I am unable to make the full payment? Can I set up a payment plan?
- Who will bill my insurance?
We will first bill the health insurance company on your behalf. If the bill is not paid because the insurance company says you no longer have coverage, we will send you a bill. If you have changed insurance companies, inform us as soon as possible so we may charge the right company. If your health insurance coverage is through Medi-Cal, an HMO or Worker Compensation, you may not receive a bill. If your bill is denied or your HMO determines that a portion of the bill is your responsibility, you will receive a bill.
- Why am I being asked for my insurance information again? My doctor should already have it.
Your health insurance coverage may be different for your doctor than it is for hospital services. For that reason, your doctor and the hospital will both ask you for your health insurance information.
- I was in the hospital several weeks ago, why haven't I received a bill?
Once your insurance company has been billed and has responded to us, we determine how much you owe and bill you. Depending on how quickly the insurance company processes the bill, it may take 3 to 12 weeks for you to receive a bill.
- I received a billing statement, but all it shows are total charges. Can I ask for an itemized bill?
If you would like a copy of an itemized statement, please contact the Business Office at (480) 728-4300. Please be aware that the amount you owe is rarely based on the total charges, so an itemized bill may be of little use to you. Most insurance companies pay negotiated rates that are less than the actual charges and the amount you owe is based on that reduced rate.
- Why did my billing statement have an adjustment amount?
"Adjustment" (discount) refers to the portion of your bill that your hospital or doctor has agreed to not charge to you. The amount of the discount is determined by your insurance company. When your insurance company pays their portion, the discounted amount (adjustment) is taken off to show the true amount you owe (co-insurance). For example, a hospital charges $10,000 for a surgery that your insurance has agreed to pay only $2,500. Of that $2,500, you would have to pay $500 if your responsibility is 20 percent. The remaining $7,500 is the adjustment (or discount) that you are not required to pay.
- I have coverage under both my insurance and my husband's. Since the deductible is less under his insurance, can you bill his insurance and not mine?
Unfortunately, under a provision called coordination of benefits, the hospital is required to bill the insurance that is considered primary for you. Any health insurance for which you are the primary holder must be billed before any other health insurance.
- Can I find out how much my emergency room service will cost and if my medical insurance will cover the visit before seeing the doctor?
Regulations require that Emergency Room doctors and nurses see the patient before we can discuss any financial questions or costs. We understand that this restriction can be frustrating. However, the regulations are there to ensure everyone who comes to an Emergency Room will be seen regardless of their ability to pay.
- After my hospital stay, I received separate bills from the hospital and doctors. Why did I receive so many bills?
Please note that you may get more than one bill for services you receive at the hospital. Doctors are independent of the hospital and bill for their services separately. These may include charges from Radiologists, Anesthesiologists, Cardiologists or Pathologists and will be billed separately. In addition, they are required to bill on a different form than the hospital and may also a bill different office at your insurance company.
- When will my insurance company settle my account?
While each insurance company is different, we generally expect full payment from your insurance company within 45 days of billing. If your insurance company does not pay the bill within 45 days, we may notify you and request that you contact them to send the payment.
- How will I know how much I will need to pay?
Once we receive a payment or denial from your insurance company, you will receive a statement showing the amount that is due from you. This amount should be the same amount noted on the Explanation of Benefits (EOB) you receive from your insurance company. This amount is due when you receive the statement. If you have questions, please contact your insurance company or our Customer Service number listed on your billing statement. Please note that if your insurance company fails to make any payment on your account, we may ask for full payment from you.
- How may I make a payment?
We accept cash, VISA, and MasterCard, Discover and American Express. If you require another method of payment, please contact our Customer Service number listed on your billing statement and we will work with you to arrange timely payment options.
- Where can I find answers to questions about Medicare?
Go to http://www.medicare.gov/ for more information on Medicare.
- What is an Advance Beneficiary Notice (ABN)?
An Advance Beneficiary Notice (ABN) is a written notice from either the doctors, providers or suppliers, before they provide a service or item to you, notifying you:
- That Medicare may deny payment for the specific service or item.
- The reason the doctor, provider or supplier expects Medicare to deny the payment.
- That you may be personally and fully responsible for payment if Medicare denies payment.
- An ABN also gives you the opportunity to refuse to receive the service or item.
- What if I cannot pay or I do not have Insurance?
If you need help paying your bill, you may qualify for a government-sponsored program or our Payment Assistance Program that may cover some or all of your balance. To determine if you qualify for payment assistance, please contact the hospital or call the customer service number listed on your billing statement.
- What if I am unable to make the full payment? Can I set up a payment plan?
Yes. If you would like to set up a payment plan, please contact customer service at (480) 728-4300 or call the phone number listed on your billing statement.