Frequently Asked Questions

Billing & Financial Services

How Can I Make a Payment?

Forms of payment accepted include cash, check, electronic check, cashier’s check, money order, or a Visa, Mastercard, American Express, or Discover credit card.

Payment options include:

• To pay your bill online through our secure website using your debit or credit card or by electronic check

• Send your payment in the mail to the address indicated on your billing statement with the appropriate postage

• Pay your bill in person at a Patient Financial Services-Patient Billing Office in the Southeast Iowa Regional Medical Center, West Burlington Campus lobby, or on the lower level of Eastman Plaza.

• Make a payment over the telephone.

Why did I receive a bill if I have insurance coverage?

You will receive a statement after your insurance processes your bill. The amount you are billed for is based on what your insurance communicates to us in an Explanation of Benefits (EOB). Your insurance also mails you an EOB, which details how your insurance processed our charges and calculated your responsibility based on your insurance plan. If you believe your responsibility is not correct, please contact your insurance carrier directly (check your insurance card or EOB for the phone number).

I can't pay my bill in full. What should I do?

Great River Health offers many payment options, including monthly payment installments. Please call one of our helpful financial counselors to discuss your bill and payment options. Ignoring the bill or paying less than the full amount without contacting us may cause your bill to progress through the collections process, including transfer to a collection agency where it may appear on your credit report.

What is the difference between a screening and diagnostic test?

Example:

A woman who doesn’t have signs or risk of breast cancer has a screening mammogram. A woman who has a lump in her breast has a diagnostic mammogram.

Insurance coverage varies for screening and diagnostic tests. Check your plan. Your provider’s order determines how the charge is coded. We cannot code a test as a screening if a patient has a diagnosis, or signs or symptoms of disease or illness.

I still have a question/concern about my bill.

If you have a question or concern about your bill or payment options, please call Patient Financial Services-Patient Billing at 319-768-3625, option 2 or you can email us. Our team will be happy to help you.

I have a question about self-administered drugs and my Medicare Part D coverage with my bill.

Medicare regulations require hospitals to bill patients for drugs that patients can take by themselves at home even when they are hospitalized. Although medication is provided by the hospital (for safety reasons), Medicare doesn't pay for the same ones that you take at home. Items that fall into this category could include lozenges, pills, and self-injected insulin. This is a Medicare cost-savings policy that we are required to follow.

You may be able to submit a claim to Medicare Part D for a refund or you can call our Patient Financial Services-Patient Billing department at 319-768-3625, option 2, or 877-404-4763 for an itemized bill if these charges are covered. For more information regarding self-administered drugs please visit http://www.medicare.gov/Publications/Pubs/11333.pdf or call Medicare at 800-633-4227.

If Medicare denies the charge because it is subject to the self-administered drug exclusion, you may appeal the denial. If you have Medicare Part D coverage, you may wish to determine whether it covers such charges.

Why did my insurance company pay more than you charged?

To help control costs, healthcare providers and insurance companies agree on preset payment amounts for inpatient and outpatient care. These per-case payments are based on the health problem and treatment, and patient age and gender.

Per case, payments help control costs by encouraging care providers to deliver care efficiently. In most cases, per-case payments are equal to or less than the amount charged. But in some cases, the payments are greater than charged.

Patient Concerns or Complaints

Address patient questions or concerns related to balances or services provided to:

Patient Financial Services-Insurance Billing, 319-768-3625, option 2

• Assignment of benefits

• Coordination of benefits

• Insurance balances

• Questions related to insurance denials

Patient Financial Services-Patient Billing, 319-768-3625, option 2

Questions about statements, guarantor balances, financial assistance, and patient complaints

• If the patient inquiry or concern requires further assessment, it should be referred to the Patient Ambassador in the Quality Department at 319-768-4609.

For questions or concerns about denials because of coding, call Health Information Management, at 319-768-1900.

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