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Patients & Family

Billing Frequently Asked Questions

We are committed to providing you an accurate and seamless billing process as a part of your health care experience. With this in mind, we have identified some of the most frequently asked questions and have answered them below. If you have additional questions, please contact our business office at 866-656-8769 or HCA.CustomerService@HCAHealthcare.com

What should I know before admission?
You will be asked to pay any patient co-pay, coinsurance or deductible upon admission. We may also be able to provide an estimate of your total charges. This is not a final bill, however, as complete services rendered may not be known at the time of admission. Please be prepared for possible differences in the estimate and actual bill.

You may also need prior authorization or pre-certification for medical treatment. We suggest that you discuss this in advance with your physician and insurance company. In some cases, insurance will not pay for hospital costs if patients do not pre-certify.

Be sure to check with your insurance prior to scheduling your services to ensure that the hospital and your physicians are in your insurance network, as the cost of in-network and out-of-network care may vary.

Filing of claims with your insurance company does not guarantee coverage.

What can I expect upon admission with regards to payments?
Each time you choose Medical City for a service, a new account number will be assigned to you. We will make copies of your identification and insurance cards, so please have both with you at all times. Providing current and accurate information will expedite the processing of your billing information through your insurance company. If you do not provide insurance information at the time of service, your claim may be denied for timely filing and the bill will be your responsibility to pay. Please be sure to give all insurances including any secondary or tertiary insurance.

You will be asked to pay any patient co-pay, coinsurance or deductible upon admission. We may also be able to provide an estimate of your total charges. This is not a final bill, however, as complete services rendered may not be known at the time of admission. Please be prepared for possible differences in the estimate and actual bill.

How does the billing process work?
We will file claims for services provided with your primary and secondary (if applicable) insurance providers on your behalf. After the insurance company pays their portion you will be notified of the remaining balance. If the claim is not paid in a timely manner, it may be referred to our extended business office, National Patient Account Services (NPAS). Please note that just because your account is being managed by NPAS, does not mean that it is automatically being reported on your credit.

If you are uninsured, or if your coverage excludes treatment provided, then payment is expected at the time of admission.

How long will it take my insurance company to pay their portion of the bill?
Texas law requires HMO and PPO to pay all claims within 45 days. Depending on the amount of a patient’s claim, our billing office will contact the insurance company to check on the stats of a payment. If payment is not made within 45 days we will notify you in writing and request that you contact your insurance company to see if they are waiting on additional information from you before processing the claim.

How do I pay the patient portion of my bill?
After receiving a bill, you will have 14 days to submit payment. If payment is not received within 14 days, our National Patient Account Services (NPAS) will contact you for payment arrangement on the balance. You may make payment arrangements with NPAS or pay your account online using a credit card. Electronic check payment is also available by calling toll free 866-656-8769 with your check information.

If payment still hasn’t been made after 30 more days, you will be notified that your account may be forwarded to an outside agency for collections.

Why did I receive multiple bills?
Depending on the type of services rendered you may receive separate bills from ancillary providers such as emergency room physicians, radiologists, pathologists and/or anesthesiologists, etc. Medical City is not responsible for the billing, contracting or collection of these services and they are separate and apart from your hospital bill. Please note that these groups may not be contracted with your specific insurance carrier, in which case, you would responsible for payment to those providers. If you have questions about those bills, please use the contact information listed on those particular statements.

Why haven’t I received a "patient balance due" statement?
We typically contact your insurance company for payment first. Once the insurance company has either paid or denied the claim, then you will be billed for the patient portion. If payment is not made within 45 days we will notify you in writing and request that you contact your insurance company to see if they are waiting on additional information from you before processing the claim.

How can I obtain a detail of my bill?
To obtain a detail bill of charges, please call 866-656-8769. If you have a dispute regarding the charges on your bill, you may request a nurse audit.

For additional questions, please call 866-656-8769 24 hours a day for automated service or Monday through Friday from 8 am – 6 pm CST to speak with a customer service representative.