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Collection Process

Your Responsibility

If you don't have health insurance, or if your insurance doesn't cover the entire cost of care, you're responsible for the remaining balance.

  • If there’s a balance due, you’ll receive a billing statement in the mail or in your LiveWell with Advocate Aurora Health account. The full balance is due on or before the due date shown on your billing statement. If the due date on your billing statement is “now,” payment of the full balance is due as soon as possible after you receive your billing statement and before the next statement is mailed.
  • If you set up a payment plan, any new service charges will automatically be added to your payment plan. You're responsible for continuing to make payments every month throughout the duration of your payment plan.
  • If you're unable to pay your balance by the due date, call 800-326-2250 to speak with an Aurora Financial Advocate about medical financial assistance and other payment options.

Remember – we're here to help!

Past Due Accounts

If you don't pay your bill, or pay only part of your bill without setting up a payment plan, your account will become past due.

If you're on a payment plan that becomes delinquent, no new bills will be added to the plan.

Once your account is past due, Aurora Health Care may take certain actions to try to resolve the debt.

These could include…

  • Collection calls to you or the person responsible for payment
  • In-person-appointment requests with an Aurora representative
  • Collection letters, e-mails, and other electronic communications

We may also refer your past due account to a Contracted Collection Agency.

The collection agency may pursue the Extraordinary Collection Action of credit reporting in timelines that are permissible by federal law. Credit reporting will not take place until at least 240 days after the date of a Guarantor’s first post-discharge billing statement, and never when a Guarantor has a financial assistance application in pending status.

If pursued, all of these actions will take place over a period of time permissible by federal law. As a valued Aurora patient, you have certain rights when it comes to the collection process.

  • We won't pursue collection action if you have a financial assistance application pending
  • We'll never defer or deny medically necessary care because of previous nonpayment of care received under the Helping Hand program
  • We promise to do everything we can to help you catch up on payments as swiftly and painlessly as possible

Helpful Resources

At Aurora, we understand that sometimes, life happens. That’s why we’re committed to helping you stay on track with payments and avoid the debt collection process altogether.

If you have any questions or concerns about our debt collection process, are unable to make your payments, or can no longer honor your payment plan, call us right away at 800-326-2250.

Download our Patient Financial Responsibility brochure in English or Español.

You can also view our complete Collection Policy by clicking here.

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