frequently asked billing questions

What if I am uninsured?
How can I get the Community Service Adjustment?
Do I have to pay the rest of my bill following the Community Service Adjustment?
Who can I talk to about questions or problems with my bill?
Will my insurance plan pay for my treatment?
What insurance info should I bring upon my visit to the hospital or outpatient center?
What is the Bon Secours billing process?
Why did I receive more than one bill?
What services does my hospital bill include?
Why did my insurance only pay part of my bill?
How can I get a copy of my itemized bill?
What are my payment options?
What does "copayment" mean?
What does "deductible" mean?
What does "coinsurance" mean?

answers to FAQs:

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 that the cost of health care can be a significant, unexpected expense for our patients. To offset these costs for our uninsured patients and their families, we provide a Community Service Adjustment, which reduces the gross charge amounts. All uninsured patients are eligible for the Community Service Adjustment. Cosmetic procedures are excluded. 

How can I get the Community Service Adjustment?
No call necessary. The Community Service adjustment is deducted at the time of billing. When the balance is billed, your letter will identify in the right-hand corner that the Community Service Adjustment has been applied. 

Do I have to pay the rest of my bill following the Community Service Adjustment?
You will need to pay the remaining balance of the bill.

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 contact Customer Service at:

Bon Secours Customer Service Center
Local: 804-342-1500
Toll-free: 877-342-1500 
Monday-Friday: 8:30am - 1:00pm and 2:00pm - 7:00pm; Saturday: 9:00am - 1pm
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 all services will be covered. 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 and you could be held responsible for 100 percent of the bill. Contact your specific insurance plan to verify whether your treatment will be covered.

What insurance info should I bring when I visit 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.

Step 1
After you receive services at one of our four Bon Secours Richmond hospitals, the Bon Secours Central Business Office begins billing and collection processes based on the insurance information provided by the patient at the time of registration.

Step 2
If insured at the time of service, you will receive a letter in the mail from us identifying the insurance company that was billed. If you are uninsured, you will receive a letter indicating the balance due. If you are eligible for a Community Service Adjustment, your bill will clearly identify the adjustment and the balance due.

Step 3
If the account balance is not resolved within 40 days of the date on your bill, you will receive a letter indicating that Bon Secours has billed your insurance company and received no response to our request for payment. Although Bon Secours will continue to pursue your insurance carrier for payment, we ask that you call your insurance company to inquire why there has been a delay in payment. 

Step 4
If the insurance company does not provide payment within 60 days of billing, we will bill you directly for the services. You may receive letters from our internal and external collection resources. There are financial assistance programs available for those who meet eligibility requirements.
  

Financial Assistance Programs

Download our Financial Assistance brochure.


Pay your bill
 
Why did I receive more than one bill?
If you received services from any Bon Secours hospital, you will receive a statement for the hospital services as well as a separate bill for any radiology, cardiology, anesthesia, laboratory or physician services.

Although each billing statement includes the phone number for the appropriate billing office, here are the most frequently requested numbers: 

Commonwealth Radiology: 804-288-8327
McKesson Patient Services: 866-898-7138
Professional Emergency Care: 888-861-8740
Continental Emergency Services: 757-220-8641
Commonwealth Anesthesia: 804-594-2622
Hanover Anesthesia: 866-812-2713
West End Anesthesia: 866-647-4024
Linas and Associates: 800-919-1190

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). You may receive separate bills for services such as x-rays, laboratory tests, medical supplies and therapeutic services.
 
Why did my insurance only pay part of my bill?
Most insurance plans require you to pay a deductible and/or coinsurance. In addition, you could be responsible for services not covered by your policy. 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.

How can I get a copy of my itemized bill?
Please call the Customer Service Center (804-342-1500 or 877-342-1500) and select option 4. An itemized bill will be mailed to the address listed on your account.

What are my payment options?
Bon Secours accepts VISA, MasterCard, American Express, Discover and electronic check payments by phone. You can also take advantage of our online payment option.

If you choose to mail your payment, please include your account number on your check and use the appropriate mailing address below:
   
St. Mary's Hospital
PO Box 409553
Atlanta, GA 30384

Memorial Regional Medical Center
PO Box 409601
Atlanta, GA 30384

Richmond Community Hospital
PO Box 28538
Richmond, VA 23228
   
St. Francis Medical Center
PO Box 404893
Atlanta, GA 30384

What does "copayment" mean?
A copayment is a predetermined fee the member pays to providers at the time of service. Copayments are applied to emergency room visits, hospital admissions, office visits, etc. 

What does "deductible" mean?
The deductible is a provision in many insurance policies that requires the insured to incur a specific amount of medical costs before insurance 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 begin to pay benefits. Once the patient has met the deductible, the carrier usually pays a percentage of the bill. 

What does "coinsurance"mean?
Coinsurance is a form of cost sharing. After your deductible has been met, your insurance plan will begin paying a percentage of your medical bills. The remaining amount, known as coinsurance, is the portion due from the patient.

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