Billing & PaymentFAQs

Billing

Why did I receive more than one bill?

Even if you were treated at one hospital, you may receive separate bills from both the hospital and doctor. If you were cared for by more than one of our providers, or if you were seen in more than one department, you also might get more than one bill.

Hospital bills: Your hospital bill includes a list of all the services you received during your stay. Services listed on your hospital bill include things like room charges and the cost of tests (like scans and blood tests) ordered by your doctor.

Doctor bills: You may have been treated by a private practice doctor who has “privileges” at an Aurora hospital. While they can admit those in their care to Aurora, the doctor isn’t an employee of Aurora.

Because of this, the bill you get from that doctor or doctor’s office may look different than your bill from our hospital. For example, the radiologist who interprets your X-ray or MRI may bill through Milwaukee Radiology, so you would get a doctor bill from Milwaukee Radiology in addition to your Aurora Health Care bill.


I have 100% coverage of preventative services. Why am I getting a bill for my preventative exam?

Sometimes while providing preventive services, an underlying health issue is discovered.  When that happens, the service becomes medical, as opposed to preventive, in nature. The claim is then processed by your insurance company using your medical benefits.


When is my bill due?

Your bill is due upon receipt, which means you need to pay your bill as soon as possible after you receive your billing statement. The expectation is that you will pay the entire balance before the next statement is mailed, unless you choose to contact Aurora to explore other payment options.


What if I have a credit balance or am owed a refund?

If there is a credit balance on your account, the account is automatically reviewed and there is nothing you need to do. If a refund is due, a check will automatically be mailed to the person or entity that made the payment.


What is a facility fee?

When you have an outpatient clinic visit in a hospital setting, the facility fee is the charge for use of on-site resources like nursing, administrative staff, supplies, and equipment.


I stayed in the hospital overnight, but my insurance company processed the claim as an outpatient stay. Is this correct?

When you were admitted to the hospital, your doctor may have placed you under Observation status. This gives him or her extra time to monitor your condition, decide if you can be treated as an outpatient, or see if you’ll need to be admitted to the hospital. If you’re covered by Medicare, your doctor is usually granted up to 48 hours to make this decision.

If you stayed overnight but your insurance company processed an outpatient stay, it’s probably because you were admitted as an observation patient and your doctor determined your condition did not require an inpatient stay.


My insurance company says that if you change the coding, they will pay my bill differently. How can I get my coding changed?

Our coding is done by certified coders who have a strong understanding of Federal and state coding regulations. They apply the most appropriate coding for the service provided based on the documentation recorded at the time of the service. While we’re happy to review coding to make sure it matches the documentation, we’re not able to make coding changes to facilitate additional payment by the insurance company.


Will I get a bill?

If there's a balance left after your insurance company has paid its share, you might get a hospital bill or doctor bill. If that happens, you'll get a statement in the mail showing how much the insurance company paid and what portion you have to pay.

You can pay your medical bill in person, by mail, over the phone, or online.

  • To pay your medical bill by phone, call 800-326-2250 to speak to a representative or use the automated bill pay system.
  • To pay online, sign in to your myAurora account or use our secure online Bill Pay portal.
  • To pay by mail, send your payment to:
    Aurora Health Care
    P.O. Box 809418
    Chicago, IL 60680-9418

How can I get a copy of my medical bill?

You can find a copy of your medical bill in your myAurora online account, or you can call our Patient Contact Center at 800-326-2250 to receive a copy of your bill by mail, fax or email.


What if I don't understand my bill?

Call our Patient Contact Center at 800-326-2250 to get answers to questions about your bill.


I think my bill was already paid. What can I do about that?

If you mailed your payment recently, chances are the check and the bill crossed in the mail. Email our Patient Contact Center or call 800-326-2250 to check on the status of your payment. Please accept our apologies, and be sure to let us know if you get another statement.


How can I pay my medical bill?

In addition to paying in person, here are 3 easy ways to pay your Aurora bill:

  • Pay online through your myAurora account or our secure online Bill Pay portal.
  • Call our automated pay-by-phone system 24/7 at 800-326-2250.
  • Mail a check or money order to:
    Aurora Health Care
    P.O. Box 809418
    Chicago, IL 60680-9418

Which payment methods do you accept?

  • Cash. You may pay your bill with cash at any of our facilities. (Please don’t send cash through the mail.)
  • Credit/debit card. We accept MasterCard, Visa, Discover or American Express.
  • Check or check by phone.
  • Electronic Funds Transfer (EFT).

Insurance & Claims

Who gets billed for my visit?

Please provide us with your health insurance information as soon as you check in at your Aurora facility. That includes billing information for any and all insurances you’ll be using to pay for the service. If you don’t have this information when you check in, it’s your responsibility to provide that information to us as soon as possible so we can accurately submit your claims.

If your service was the result of a workplace injury or illness, you’ll need to provide the name of the employer and the billing information for any worker's compensation coverage you may be covered by.

If your injury or illness was the result of an accident where a third party might be liable, we’ll bill your medical insurance. Your medical insurance may then negotiate with the third party to obtain payment.

If you don’t have health insurance and a third party might be liable, we’ll bill the third party insurance one time as a courtesy to you. However, we won’t follow-up for payment beyond that. The balance will become your responsibility after the courtesy billing and it will be up to you to facilitate payment.


How can I confirm that my insurance plan will cover my visit?

First, you need to find out which services you’ll be receiving at your visit, and how those services are coded and billed to your insurance company.

Once you know the Current Procedural Terminology (CPT) codes for the services you’ll be receiving, you can contact your insurance company to verify your plan covers those services and to find out how they’ll be paid.


How can I update or change my insurance information?

Just contact us at 800-326-2250 during normal business hours to update your insurance information.


Can I receive an estimate for the cost of a procedure before I receive the service?

You can. Simply contact us at 800-326-2250 to obtain an estimate for future services.  Keep in mind that your final bill will consist of actual services rendered and may differ slightly from the original estimate. The difference will be based on any additional services that were ordered during the course of treatment.


What if I don't have health insurance?

If you don’t have health insurance, you’ll automatically receive a 45% discount on your bill for medical services at Aurora Health Care. If you have questions or need additional assistance, call 800-326-2250 or visit one of our facilities to speak with a financial counselor.


What if I don't agree with the way that my insurance company processed my claim?

Contact your insurance company directly and start an appeal with them. You’ll need to follow the grievance process that is laid out in your policy with them. If your employer is self-insured, you can contact your employer to initiate a review.


Why is my balance for urgent care services different from my expected bill for the service?

Some urgent care centers operate as hospital outpatient departments, while others operate as clinic-based departments. The insurance company may treat these differently based on your benefits. We can send records to your insurance company indicating that the service was an urgent care service. Contact the Patient Contact Center at 800-326-2250 and they can initiate a request to have a courtesy appeal filed on your behalf.


Has my claim been sent to my health insurance company?

Billing your insurance company may take up to 60 days, so please be patient. If you didn’t provide insurance information when you saw your doctor, or if it’s been longer than 60 days and your insurance company still doesn’t have a record of the bill, please email or call our Patient Contact Center at 800-326-2250.

Payments

When is payment of my bill expected?

Your payment is due upon receipt. That means payment should be made as soon as you receive your bill from us, whether that’s by mail, by phone or by using your myAurora account.


Do I receive a discount if I am uninsured?

If you don’t have health insurance, you’ll receive a 45% discount on your Aurora Health Care medical bills.


Can I receive an estimate for the cost of a procedure before I receive the service?

Yes. Contact us at 800-326-2250 to obtain an estimate for future services. The amount you pay will consist of actual services rendered, which may differ slightly from the original estimate. Total payment will be based on the services that were ordered during the course of treatment.


Why did only part of my payment show up on my statement?

Sometimes, when a payment is received, part of it pays off a particular service in full and results in a zero balance for that particular service. If this happens and your payment results in a zero balance, the service in question will no longer appear on your medical bill because there is no longer a balance due.

We realize this practice has been confusing to some of our patients, and apologize for any inconvenience caused. We are working to change this statement structure in the near future.


Can I combine my accounts and make payment arrangements?

Whenever possible, we try to assist you with combining accounts to make paying your bills easier. In certain cases, we are not able to combine bills.


Are discounts available for paying in full?

Sorry, we don’t offer discounts for paying a medical bill in full.


Why was my last payment divided and applied to separate services?

When you make a payment, we apply it to the oldest service listed on your account that still has an outstanding balance. Once that’s paid off, we apply any remaining money to the next-oldest service on your account. This often results in partial payments for separate services, which you’ll see listed on your billing statement.


What if 2 or more parties pay my claim?

Sometimes there can be confusion as to who’s responsible for your bill. If you’re unclear as to what’s covered by insurance, or if multiple people paid your child’s medical bill, don’t worry – we’re here to help.

If there’s a credit balance on an account, the account is automatically sent to an Aurora team to review for refund action. If you or another individual are owed a refund, this team will process the refund. If an insurance company is due a refund, they are required to request the refund in writing and then the refund will be processed.


Is financial counseling available?

Absolutely. If you’re worried about health care costs or concerned about how you’ll afford your care, please talk to one of our financial advocates.

They can:

  • Give you an estimate of costs
  • See if you qualify for financial assistance
  • Discuss payment options

What if I have Medicare?

We’re happy to file your Medicare Parts A and B and supplemental insurance claims for you. Medicare will then send payments directly to us.

Remember, Medicare will automatically send some claims to your supplemental insurance. That means you need to notify Medicare if there are any changes in your supplemental insurance plan. Medicare will then send payments directly to us.


Can I set up a payment plan to pay off my balance?

We offer interest-free repayment plans. The length of the repayment plan depends on the total balance due. You must set up a payment plan within certain parameters to avoid collection activity. Accounts that are not protected by a payment plan will continue to age to external collection activity.

To get started, log in to your myAurora account, or call us at 800-326-2250.


What happens if I can't pay my bill in full?

If you can’t pay your bill in full, contact us as soon as possible to discuss your payment options and prevent your account from being turned over to a collections agency.

Simply call 800-326-2250 or log into your myAurora account to learn about payment options.

If you don’t have insurance, you may be eligible for special discounts or financial help. You can learn more about this on the back of your billing statement, by reading about our Patient Financial Assistance Program here, or by calling 800-326-2250.


What happens if my account is past due?

Nobody likes surprises. That’s why we print past-due notices on your statement, so you’re always crystal clear on your account status with us.

If we still don’t hear from you to resolve your unpaid bill, we may:

  • Contact you by telephone
  • Request a face-to-face appointment
  • Send collection letters and emails
  • Refer your account to an outside collection agency (which may report your unpaid balances to a credit reporting agency)
  • Take legal action as permitted by law, which could include money judgments, wage garnishment and property liens

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