Billing FAQs
Thank you for choosing Bon Secours Health
System for your healthcare needs. Providing Good
Help to Those in Need since 1824.
Billing Frequently Asked Questions
At Bon Secours, we want to provide you with all the information
that you need as well as online services for your convenience.
Now, you can register online, pay your hospital bills,
and download informational brochures.
We know that convenience and customer service are important to you. Our
on-line tool features information regarding your insurance claims, billing
policies, answers to frequently asked questions and resources to help you
manage your healthcare billing to include on-line payment options.
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What
is Bon Secours Health System's billing process?
Step 1
The patient receives services at one of Bon Secours'
Hospitals.
- Bon Secours DePaul Medical Center
- Bon Secours Maryview Medical Center
- Mary Immaculate Hospital
Step 2
Bon Secours Central Business Office begins billing
and collection processes based on the insurance
information provided at the time of registration.
Step
3
The patient receives a letter in the mail identifying the insurance
company that was billed.
- Click here for an example of a letter from the
billed insurance company. If self pay (uninsured)
the patient will receive a letter
of balance
due noting that the amount billed has been discounted with a
Community Service
Adjustment.
- Click here for an example
of a letter an uninsured patient will receive after
the Community Service Adjustment.
Step 4
If the account balance is not resolved in 40 days
you will receive a letter indicating that Bon Secours
has billed your insurance and
they have not
responded to our request for payment.
- Click here for an example of that letter. Bon Secours
will continue to provide the billing service.
We ask that you contact the number
listed
on the back of your insurance card for Member Services to inquire
why there has been a delay in payment for services. If your
insurance company
does
not pay within 60 days of billing we will have no other recourse
but to bill you directly for the services.
- Click here for an example of that letter.
Step 5
Patients may receive letters from Bon Secours internal and external
collection sources. If a patient requires financial assistance,
there are financial
assistance programs available for those who meet eligibility
requirements.
Here is some additional information to assist you with your bills.
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Why did I receive more than one bill?
A patient who receives services from any of the Bon
Secours hospitals may receive more than one billing
statement for those services. You will receive a hospital
billing statement for the services that were rendered
to you at the hospital as well as a separate bill for
any radiology, cardiology, anesthesia, laboratory,
emergency room physician or other physician services.
Additional billing statements (other than your hospital
billing statement) will have the phone number of the
specific billing office for questions regarding that
statement.
Listed below are some of the most frequently requested
numbers for services billed other than hospital services.
The list is organized by common services that a patient
may receive at Bon Secours hospitals.
Bon Secours DePaul Medical Center
- Emergency Room Examination / Treatment
(Team Health 1-888-952-6772)
- Anesthesia
Portsmouth Anesthesia 757-399-7451
- Reading / Interpreting
X-Rays
Hampton Roads Radiology Associates 757-456-5633
Bon Secours Maryview Medical Center
- Emergency Room Examination / Treatment
Team Health 888-952-6772
- Anesthesia
Portsmouth Anesthesia 757-399-7451
- Reading / Interpreting
X-Rays
Medical Center Radiologists 800-786-0864
Mary Immaculate Hospital
- Emergency Room Examination / Treatment
Team Health 888-952-6772
- Anesthesia
Hampton Anesthesia 800-394-4445
- Reading / Interpreting
X-Rays
Hampton Roads Radiology Associates 757-456-5633
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Will all of my insurance be billed?
Yes. The billing of insurance is a courtesy to
you. If we do not receive payment from your
insurance company(ies) within 45 days, we must look
to
your for payment of
the bill in full. Your insurance
policy
is a contract between you and your insurance
company. Communication
with your insurance company is highly recommended.
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How do I get a copy of an itemized bill?
Please call the Customer Service Center (757) 889-5810
or (877)342-1500, select option 4 to receive
the itemized bill. It will be mailed to the current
address listed on your account within 5 business days.
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Who do I contact to update and/or re-bill my insurance?
You will need to call the Customer Service Center (757)
889-5810 or toll free (877)342-1500. Please have your
insurance card available when you call.
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Who can I talk to about questions or problems with
my bill?
Bon Secours has a qualified staff of nurse auditors
to monitor and assure accuracy of our hospital bills.
In addition, insurance companies and Health Maintenance
Organizations (HMOs) routinely perform reviews of our
hospital claims. With these and other processes that
are in place, we are confident that we provide the
highest degree of accuracy.
If you have questions about
your bill, or believe that it is incorrect, please call
the Customer Service number listed above. Bon Secours
Customer Service Center (757)889-5810 or toll free
(877)342-1500 is available to assist with any questions
concerning your hospital billing. Operating hours:
8:30 am – 1:00 pm; 2:00 pm – 5:00 pm. If
you prefer to have your call returned without waiting
to speak to a Customer Service Representative you will
have the option of leaving a message and your call
will
be returned
within 24 business hours.
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What are my payment options?
Bon Secours accepts credit card and electronic check
payments by phone. You can also take advantage of the
online pay option. We accept Visa, Mastercard, American
Express and Discover. You may deduct 10% of the patient
portion of the bill if you pay within 30 days of the
bill date. Please note that you are responsible
for deducting the prompt pay discount at the time of
payment. If you are unsure of the discount amount, please call
our customer service line. If you do not deduct the
10% prompt pay discount at the time of payment, no
credit or deduction will be made.
If you choose to mail your payment, please use the
mailing address for the appropriate facility below.
Please include your account number on your check. Click
here for more payment options offered.
- Bon Secours DePaul Medical Center
PO Box 198392, Atlanta, GA 30384-8392
- Bon Secours Maryview Medical Center
PO Box 277199, Atlanta, GA 30384-7199
- Mary Immaculate Hospital
PO Box 409687, Atlanta, GA 30384-9687
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What if I am uninsured?
Bon Secours Health System responds to our community's
health needs by providing the highest quality of care.
At the same time, we recognize the cost of health care
can be a significant, unexpected expense for our customers.
To help offset these costs to our uninsured patients
and their families, we provide a Community Service
Adjustment.
Cosmetic procedures excluded.
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Who is eligible for the Community Service Adjustment?
All patients without health insurance will qualify
for the discount program.
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Who do I call to get the Community Service Adjustment?
No call is necessary. The Community Service adjustment
is deducted at the time of billing. When balanced billed,
your letter will identify in the right-hand corner
that the Community Service Adjustment has been applied.
Click here for example of a bill where
the Community Service adjustment was applied.
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What happens to the rest of my bill after the Community
Service Adjustment?
You will need to pay the remaining balance of the bill
if the bill is paid within 30 days. You may deduct
10% of the patient portion of the bill if you pay within
30 days of the bill date. Please note that you are
responsible for deducting the prompt pay discount at
the time of payment. If you are unsure of the discount
amount, please call our customer service line. If you
do not deduct the 10% prompt pay discount at the time
of payment, no credit or deduction will be made. Click
here for other payment options offered.
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What does INPATIENT mean?
The term inpatient is used to describe a patient or
services provided to a patient who is admitted to a
hospital to receive continuous care for an undetermined
amount of time. This may include care in a hospital
nursing unit for pre- and post-operative care, complex
diagnostic testing and some treatments.
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What does OUTPATIENT mean?
The term outpatient is used to describe a patient or
services provided to a patient who receives short-term
care at a hospital or physician office for diagnosis
or treatment only. This may include care provided during
clinic visits, same-day surgery stays, observation
stays, visits for infusion therapy, and visits for
diagnostic testing and some treatments.
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What is a CO-PAYMENT?
A co-payment is a set fee the member pays to providers
at the time services are provided. Co-pays are applied
to emergency room visits, hospital admissions, office
visits, etc. The cost is usually minimal. The patient
should be aware of co-payment amounts prior to services
being rendered.
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What is a DEDUCTIBLE?
Deductibles are provisions that require the member
to accumulate a specific amount of medical bills before
benefits are provided. For example, if a member’s
policy contains a $500 deductible, the member must
accumulate and pay $500 out-of-pocket before the insurance
carrier will pay benefits. Once the patient has met
their deductible, the carrier usually pays a percentage
of the bill. The patient is liable for the unpaid percentage.
Deductibles are yearly, usually starting in January.
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What is CO-INSURANCE?
Co-insurance is a form of cost sharing. After your
deductible has been met, the plan will begin paying
a percentage of your bills. The remaining amount, known
as co-insurance, is the portion due by the patient.
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What is the difference between an HMO and PPO?
HMO stands for Health Maintenance Organization. An
HMO is a group that contracts with medical facilities,
physicians, employers and occasionally individual patients
to provide medical care to a group of individuals.
HMO plans tend to be very restrictive and have many
rules. You must select a primary care physician (PCP)
who is under contract with the HMO. The PCP manages
all aspects of your healthcare.
PPO stands for Preferred
Provider Organization. If you choose a doctor not under
contract, you pay more. Like an HMO, you usually pay
a small amount known as a co-pay each time you visit
your PCP or health-care facility. Unlike an HMO, if
you choose to see a doctor who is not contracted with
the PPO, the plan might pay a percentage of the medical
bills (out-of-network benefits). However, your cost
will probably be higher than if you choose a caregiver
that is in the plan’s network.
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Why did my insurance only pay part of my bill?
Most insurance plans require you to pay a deductible
and/or co-insurance. In addition, you could be responsible
for non-covered services. Please contact your insurance
company for specific answers to your questions. You
should receive an Explanation of Benefits (EOB) from
your insurance company indicating how much the insurance
company paid and how much you owe in out-of-pocket
expenses.
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Will my insurance plan pay for my treatment?
You need to begin by verifying that your insurance
plan is honored at the facility where you are being
treated. Each insurance plan is different, and
even within the same company one plan may cover a
certain
treatment while another does not. Furthermore,
participation in a plan by a Bon Secours facility
does not guarantee
that it is approved for all services. HMOs and
PPOs often require a referral or certification prior
to
admission or outpatient registration. Without a
proper referral or certification, the hospital claim
could
be denied by the HMO or PPO. You may be responsible
for 100 percent of the bill. Contact your specific
insurance plan to verify whether your treatment
will be covered.
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What services does my hospital bill include?
Your hospital bill includes your daily service
charges (your room, nursing care, meals, housekeeping,
linen,
and other support services). Additional charges
may include services ordered by your physician,
such
as X-rays, laboratory tests, medical supplies
and therapeutic
services.
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What insurance information should I bring upon
my visit to the hospital or outpatient center?
Please bring your insurance card to your
visit. If you have any secondary insurance
information,
it
is important to provide this information
as well upon
registration. Also, please bring a picture ID. |
