Common Billing Questions
- How can I receive a copy of my itemized charges?
At the patient/guarantor’s request, an itemized statement may be provided. Please refer to “Request Itemized Bill” under Common Customer Requests/Forms to submit the necessary information. Upon successful completion of the request, the statement will be mailed to the home address of the guarantor identified in our system.
- What is a deductible? A co-payment? Co-insurance?
A deductible is the amount you pay each year before your plan begins paying benefits. This amount is usually a set dollar amount such as $250 or $500. A co-payment is a cost sharing agreement in which you pay a flat-dollar fee for a specific service. An example would be where the insurance plan charges a flat $50 co-payment for all emergency room visits. Co-insurance is the portion of your health care expenses that you are responsible for. If your co-insurance is 20%, then you would pay 20% of the expense after your deductible is met and your insurance company would pay the remaining 80%.
A co-payment is a cost sharing agreement in which you pay a flat-dollar fee for a specific service. An example would be where the insurance plan charges a flat $50 co-payment for all emergency room visits.
Co-insurance is the portion of your health care expenses that you are responsible for. If your co-insurance is 20%, then you would pay 20% of the expense after your deductible.
- What is the "Free Care Program" (HCAP - Healthcare Assurance Program)?
This program provides, without charge, certain basic medically necessary hospital services if you are a resident of the State of Ohio and are not enrolled in the Medicaid Program and your personal or family income is at or below the Federal Poverty Guidelines. Please refer to the HCAP link under Request Forms or call 1-866-771-7266 for additional information.
- What is the best way for me to pay my bill and how will I know you received my payment?
There are 2 ways to submit a payment on your account. By selecting “Pay My Bill”, you will be linked to a secured site where you will be presented an option to “Pay Now” where enrollment is not required or “Enroll” to view additional account information. Please have your account number provided on your statement when accessing either of these options. University Hospitals accepts credit card or electronic check payments online which are processed real time. You will receive a payment confirmation at the end of the payment process.
If you would prefer to submit a payment by mail, please use the tear off section of your account statement to remit your personal check. A return envelope is enclosed for your convenience.
Any payment information will appear on your next monthly statement.
- What kind of charges/services are included in my hospital bill?
Your hospital bill reflects all the services you receive including charges for your room, equipment, supplies, diagnostic and therapeutic testing. It will NOT include any professional service charges rendered by your physician or by other health professionals. This may include Radiologists, Cardiologists, Emergency Room Physicians, Anesthesiologists or other specialists who diagnosis or interpret test results. These charges will be billed separately by those physicians or physician groups.
- What kind of charges/services are included on my physician bill?
Your physician bill reflects the services that are personally performed by physicians and other healthcare professionals such as advanced practice nurses, certified nurse midwives, physician assistants, clinical psychologist and others. These include the services for visits, procedures, surgeries and anesthesia as well as the interpretation of diagnostic testing such as those tests performed in radiology and specimens sent to pathology. It is very likely that a patient will receive a physician bill from a provider whose name they do not recognize due to all of the behind the scenes activity that occurs in providing quality healthcare.
- Who do I contact if I have a question or a problem with my hospital bill?
There are a couple of ways to contact us if you have a question or problem with your hospital bill. You may utilize our online free-form text, “Contact Us”, to submit your question or describe a hospital billing problem or you may contact Customer Service at 216-844-8299 or toll free at 1-800-859-5906, Monday – Friday, 9 a.m. to 3:30 p.m.
- Who do I contact if I have a question or problem with my physician bill?
There are a couple of ways to contact us if you have a question or problem with your physician bill. You may utilize our online free-form text, “Contact Us”, to submit your question or describe a billing problem or you may contact Customer Service at 216-383-0100 or toll free at 1-800-589-6006, Monday – Friday, 8 a.m. to 5:30 p.m.
- Who do I contact if I need to make changes or updates to my personal or insurance information?
Under “Common Request”, you can submit directly to the Customer Service Department any changes or corrections to your personal (i.e. address, phone number, name) or to your insurance information (primary or secondary). Please click on the appropriate link and follow the directions to submit your request.
If you prefer to contact Customer Service directly, call 216-844-8299 or 1-800-859-5906 between 9 a.m. – 4 p.m. regarding a hospital bill or 216-383-0100 or 1-800-589-6006 between 8 – 5:30 p.m. regarding your physician bill from University Hospitals.
- Who is responsible for billing my insurance company?
University Hospitals is responsible for for submitting bills to your insurance company and will do everything possible to expedite your claim. You should remember that your policy is a contract between you and your insurance company, therefore, you have the final responsibility for payment of your bill.
- Why am I being billed for "self-administered" drugs?
These are pharmacy charges that are non-billable to Medicare. Please refer to Medicare’s website for further explanation.
- What does "out of network" mean?
This typically means services were utilized by a provider that is not covered at the highest level or reimbursement per your description of benefits. Please refer to your description of benefits provided by your insurance carrier.
- When should my Medicare be billed secondary?
- Please refer to Medicare’s website for scenarios that fall into the guidelines for billing Medicare as secondary payer. www.medicare.gov/coverage or call 1-800-MEDICARE
- How will my payment be applied to my physician bill?
University Hospitals Medical Group posts patient payments based on “oldest” date(s) of service first. This is an automated process unless a special request is made to post the payment otherwise.
- Who do I contact if I need to discuss a quality of care issue?
Please contact the hospital Ombudsman or Patient Advocate.
- Who do I contact if I've been a victim of fraud regarding a hospital or physician bill?
Please contact the Customer Service information identified on the statement that you received.
- What is the "Uninsured Charity Assistance Program"?
University Hospitals is committed to treating all patients with dignity and respect regardless of their financial status or ability to pay. In support of this commitment, UH has established an Uninsured Charity Assistance Program. Through the program, UH provides discounts on hospital bills for Ohio residents who meet certain criteria. The amount of the discount is based on the patient’s or family’s income and Federal Poverty Guidelines (FPG). Please click Federal Poverty Guidelines for more information and to see if you qualify.
Common Payment Questions
- Which browsers do you support?
All browsers are supported. You must be using 128 bit encryption, and it must be turned on in your browser. (See your browser’s online help for more information.)
- What information do I need to set up a bill for electronic payment?
Before creating a new enrollment, gather the following information:
- Account number of the bill you want to pay electronically and the address to which the bill is sent
- Payment account number (of the checking or savings account you will use to pay the bill)
- Routing number (of the institution at which you have the payment account, as described below)
- When I try to display a bill, all I see is a little symbol. What could be the problem?
Your documents are stored as Adobe PDF files, and you may not have the Adobe Acrobat Reader plug-in installed. To correct this problem, download the latest version of Adobe Acrobat Reader.
- What if I decide not to pay a bill online anymore?
You are not required to pay online just because you receive a bill electronically. Simply do not make the payment online. In the case of Bill Pay Assistant, you may stop paying online by deleting the payment rule.
- The balance due on my bill doesn't seem to be right. What should I do?
Contact customer service for all questions about your account balance.
- I'm trying to delete a payment account for a checking account that I'm closing, and the system won't let me delete it. Why not?
You cannot delete an active payment account. A payment account is active if it is either currently selected as the default for a bill or it is selected for paying a bill that you've approved for payment but hasn't yet been paid. In order to delete the payment account, you need to choose a new default payment account wherever that account is used and choose a new payment account if that account is being used for any pending bills. You can then delete the payment account.
- What are some examples of different types of payment settings?
Example 1: PayNow
PayNow allows you to make an immediate payment toward a statement. You may make a full or partial payment. You may pay by credit card or by a direct debit to your checking account.
- Can I print a bill?
Yes. After displaying the bill, select the Print command from the File menu or press the "Ctrl" and "P" keys simultaneously.
- What if my payment account does not have sufficient funds to cover a payment?
We make withdrawals authorized by you from the checking or savings account that you designate as the payment account. As with any payment account, you must provide sufficient funds to cover all payments. Since we have no knowledge of your account balance at any time, we cannot notify you if your payment account has insufficient funds. There may be additional charges for payments attempted against accounts with insufficient funds.
- What if I forget my user ID or password?
Click on “Forgot your Password?” link and enter your email address that you used to enroll and an email will be sent to you with a temporary password and a link to activate your account. You will be required to log in using your temporary password and then change the password to one of your choosing. If you do not click on the link to activate your account within 24 hours, you must repeat the password change process by clicking “Forgot your Password?”.
- What if I change my email address?
To change your email address, click the My Profile link from the menu. Now click on “Edit My Contact Information”. Then click on the email address to change it. Use the new email address next time you sign on.
- What if I change bank accounts?
You can create a new payment account or change your existing payment account at any time. You may then need to select the new payment account as your default payment account and delete the old payment account, if you are no longer using it.
- Is it safe to pay bills online using your service? Can my personal information be seen by others?
While you are using our service, we need to store some information on your computer’s hard drive in the form of a cookie. (A cookie is a small file that a Web site puts on your hard drive so that it can retain information for later use.) For this reason, the cookie functionality must be enabled in your browser in order to use the digital billing system. However, the cookie will never read information from your hard drive or copy information about other sites that you visit.
- What kind of access do you have to my checking or savings account?
We ONLY have access to your account to make payments that you have authorized. We never access your payment account(s) without your authorization and, as noted above, we never have information about your account balance.