Do you have questions on paying your bill or pre-registering for a procedure online? Click on the topics below to view more information.
| Patient FAQs |
- How long will it take my insurance company to pay their portion of the bill?
- On average, an insurance company will process a claim within 45 days. Good Shepherd will follow up with the insurance company to expedite the resolution of the claim. At times you may need to contact the insurance company to assist in this process.
- Why did my insurance pay only a part of my bill?
- Most insurance plans require that you pay a co-payment, coinsurance, and/or a deductible for your healthcare expenses. Your bill may include charges that you are responsible to pay, such as non-covered items or out-of pocket expenses. Contact your insurance company for specific information pertaining to your coverage, or refer to your explanation of benefits (EOB).
- Why do I need to call the insurance company if they do not pay the bill?
- If you have a PPO policy or an individual policy, you are ultimately responsible for the total bill or any portion of the bill your insurance plan does not pay. Good Shepherd will make every effort to collect payment on the account from your insurance company, but we may need your assistance to resolve any concerns.
- How can I find out if my insurance has paid or how much they have paid?
- When your insurance company processes your claim you should receive an explanation of benefits (EOB) or explanation of payment (EOP) in the mail. These are sometimes sent prior to the hospital receiving payment. The EOB will contain payment information and the amount due from the patient. Contact your insurance company with questions about the status of a claim or how the claim was processed.
- Why did I receive more than one bill for my hospital visit?
- In addition to the hospital bill, you may receive bills for professional services you received during your visit. These ancillary bills are from providers such as ER physicians, radiologists, cardiologists, pathologists, and/or anesthesiologists. It is a legal requirement for these providers to submit separate bills for their services. The hospital is not responsible for the billing or collection of these services. If you have questions about these bills, please call the number listed on their billing statement.
- What is the difference between inpatient and observation status?
- Some insurance companies have specific criteria that determine how your visit should be billed. Staying overnight in a bed does not mean you are necessarily an inpatient. Medicare is one of the payors that has unique criteria that must be met to be considered an inpatient stay. The criteria can change over time, so if it has been a while since your last stay the rules may be different. One of our financial counselors can help answer additional questions about this as needed. The payor, not the hospital, dictates the status of your stay.
- What are my payment options?
- You can pay by check or credit card online. We also accept checks, money orders, Visa, MasterCard, American Express, and Discover by phone and by mail. To submit your credit card payment by mail, complete and return the payment portion of your statement. Please include your account numbers on any payment information you submit.
Do you have a payment plan available?
Payment plans can be established with our Patient Account Representatives in the Business Office, according to hospital policy. Maximum payout is 24 months.
Understanding Financial Guidelines
If I pay my bill off early, do I get a discount?
- We offer prompt pay discounts for patients that are uninsured and underinsured, and are able to pay estimated portions due upfront at the time of service. After charges are incurred, accounts are not eligible for early pay-off discounts.
How do I apply for financial assistance?
Financial applications are available by contacting the Patient Account Representative handling your account(s). They can inform you of all the required documentation needed to complete your application. Financial assistance is determined on Federal poverty guidelines and is a combination of your income, number in household, and size of medical bills with the hospital. A completed application and proof of income is required.
Understanding Financial Guidelines
- Will you contact me before my account is placed in collections?
Due to the large number of patients that come to Good Shepherd Medical Center we are not able to contact each person. Patients receive a monthly statement for any and all visits. If you have not received a statement it is your responsibility to contact the Business Office to determine why you have not received a statement.
If I miss a payment do you send out reminders?
- No. Your reminder is the monthly statement that you receive.
I have been told that if I pay at least $5 a month my account is in good standing.
This is a common myth with hospital bills. Your account balance is due according to Hospital policy and arrangements that have been made with the Business Office. Failure to abide by these terms can result in your account being placed in collections, and future services being postponed until appropriate financial arrangements can be made.
- What happens if my account is delinquent?
- When an account is not paid in full, it may be referred to a collection agency. At that time, the account may be reported on a patient/guarantor’s credit report. Failure to satisfy past due accounts can impact scheduling of future services if appropriate arrangements are not met.
Why do statements stop? No one told me my account went to bad debt.
- If your account is placed with a collection agency, you will no longer receive statements from the hospital. At this point the collection agency will contact you by phone and/or mail to setup payment arrangements.
- How do I obtain an itemized statement?
- Itemized statements will only be sent to patients upon request. To request an itemized statement, contact Patient Financial Services.
- What if there is an error on my bill?
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For additional assistance, please contact Patient Financial Services.
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