Frequently asked questions

We have provided a variety of frequently asked questions to help assist you with your insurance, online payment and billing questions. If you still need help, please give us a call.

You can use Quick pay to quickly pay your statement balance online.

Call us and we can help you update this information.

None. Your credit card is processed securely with SSL and PCI compliant encryption and immediately sent to the banking merchant. No card information is stored in the system after the transaction is processed. This insures full security of information both during and after the transaction.
Your payment may take up to 2-3 business days to be credited to your account. Your online statement will not be updated until your next statement date. We advise all customers to print their confirmation for their records or keep their receipt for payments made at the facilities.

It is our number one priority to ensure your information is safe. We use a secure connection that prevents anyone else from gaining access to your information. We are validated PCI SSC certified and listed on the validated payment applications list on the PCI SSC Website. We have gone through rigorous security protocols and testing. Whenever you are paying your account online, you are using a secure connection which protects your information. Data you provide cannot be viewed. We do not share your information with anyone else.

Security is maintained by industry-standard SSL (secure socket layer) encryption and decryption technology. The SSL protocol is used to ensure that your information is sent directly to us, and that only we can decode it. You can do your part to protect your identity by ensuring you always log out of this system and close all browser windows – especially when using a public computer station.

Hospital charges and physician charges are billed separately. For more detailed information see Understanding your bill.

If you provided insurance information at the time of service then you should have received a letter or explanation of benefits from your insurance carrier which outlines how your claim was processed and any patient responsibility. For any clarification on how your insurance carrier has processed your claim, you should contact them directly.

If your insurance information is incorrect or is not listed on your statement, please contact us.

Once a response is received from your insurance carrier and we have confirmed that there is a patient liability, we will bill the patient. However, this process is dependent on when we receive a response from the insurance carrier. In addition, insurance carriers often request additional information that could delay the processing of your claim.
Billing statements will be sent monthly on all accounts that have an outstanding patient balance.
All testing is ordered by a physician or health care provider. Please check with the physician's office if you have any further questions.
Please contact your physician's office to obtain details regarding the need for the test performed.

Please contact your physician's office, for information on your test results. The business office will not be able to discuss your results.

If you have any additional questions regarding your bill, please contact us.

Services ordered by your physician and performed by the facility are separate billable charges. Although you may have paid the office co-pay at the time of service, that does not cover the charges incurred for services rendered at the facility. Please confirm with your insurance carrier on your coverage.
For your convenience, all UCHealth Facilities accept a variety of payment alternatives, including online payments, quick pay, pay by phone, VISA, Mastercard, Discover, personal checks, money orders, FSA/HSA with logo cards. We also offer convenient payment plan accounts terms and Financial assistance.

UCHealth is committed to caring for our patients, regardless of their financial circumstances. We work hard to help address patient's financial responsibilities in a way that is sensitive and fair to their circumstances.

To determine if you may be eligible for assistance, please visit our Financial assistance section for more detailed information.

To verify if your payment has been received and posted to your account you can contact us.

Various physicians that work within the UCHealth hospitals are considered to be hospital-based providers. This means that we are required to bill separately for facility and provider charges. As a result, you may receive 2 bills for the services you received.

Hospital billing could include:

  • Inpatient Room Charges
  • Operating Room Charges
  • Ancillary Services (such as pharmacy, radiology or laboratory services ordered by your physician)
  • Anesthesia

Physician billing could include:

  • Physicians services (Inpatient or outpatient hospital based services)
  • Anesthesia
  • Diagnostic Testing Interpretation
  • Specialty professional services

You also may receive statements for consultation charges if your primary care doctor or attending physician spoke with a specialist such as a radiologist or pathologist about your treatment or test results.

Please call us to find out the most up to date balance on your account.

You will receive a bill only after we have contacted your insurance company and received their payment based on your plan. The remaining balance owed will be calculated and billed to you directly.
Payment plan eligibility and terms are based on the account balance. If you are interested in finding out if you are eligible for a payment plan, please contact us.

Please call us to request an itemized statement.

All itemized statements are sent via regular mail. Please allow up to 5 business days to receive the requested statement.

To insure proper and prompt processing of your claim, please be sure to verify the insurance information we have at the time of your registration. After receiving information from you about your insurance provider we work with them to determine your coverage. We prepare a claim based on services provided to you and our billing offices will file an insurance claim directly to your primary insurance carrier and when appropriate to your secondary insurance carrier. Once we have received the explanation of benefits from your insurance carrier, we will adjust the amount due on your account accordingly.

Call us and we can help you update this information.

If your insurance information is in our billing system when the services are rendered, your insurance carrier will be billed directly. However, if the information is inaccurate, incomplete or missing, we would be unable to complete the billing to your insurance carrier and therefore, a bill will be sent to you. If you received a bill but expected your insurance to be billed, it is important that you update your information with us immediately.

You update your insurance information by calling us.

Any reimbursement from your insurance carrier will be reflected in your balance. In addition, many insurance carriers send an explanation of benefits to their subscribers explaining how their medical claim was processed according to the benefit plan.
To obtain a clear understanding of your benefits and what your insurance covers, you must contact your insurance carrier directly. Your insurance carrier will be able to explain the details behind the claims processing.

A deductible is the amount you owe for health care services before your health insurance or plan begins to pay. Deductibles are applied based off of service type and plan year. Not all services are subject to the deductible.

A co-pay is a fixed dollar amount that you pay for a covered health care service, usually when you get the service. The amount can vary by the type of covered health care service.

A coinsurance is a shared cost of a covered health care service, calculated as a percent of the allowed amount for the service. You pay coinsurance plus any deductibles you owe. Each health plan varies.

Each insurance company and account is different but the usual length of time required to resolve all claim issues is 60 days. If you have not received your Explanation of Benefits from your insurance company within this timeframe, we urge you to contact your insurance company directly for status on the claim processing.
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