The following frequently asked billing questions may assist in answering questions that you have in regard to your Adventist HealthCare hospital bill:
Why does my account have a balance? Why didn't my insurance pay the balance in full?
We apologize if you have received a bill in error. If you feel this is the case, please contact a Patient Service Representative at 301-315-3660. Many insurance policies require a deductible, co-pay, or coinsurance amount. Sometimes certain charges are not covered under particular policies. This may be the case with your carrier. For certain policies, balance billing is prohibited; we will not bill you for the balance unless called for by your policy and permitted by law. To confirm your responsibility under your policy, if any, you can call your insurance company directly or you are always welcome to contact us directly at 301-315-3660.
Why is my account set up as Self Pay? I have medical insurance.
We apologize that your account has not been registered with your medical insurance carrier. Your account can be updated with your insurance information several ways. The most convenient way is by calling a Patient Service Representative at 301-315-3660 or by mailing a copy of your medical insurance cards to our office: PO Box 10010 Gaithersburg, MD 20898, Attn: Patient Financial Services.
What if I cannot pay my balance in full at once? What payment options do you offer?
We understand that medical services can be a costly and often unexpected expense. To assist our patients, Adventist HealthCare offers a payment plan option that can make paying for your medical services a little more manageable allowing you to include your hospital bill in your monthly expenses.
What if I can not afford to pay my hospital bill?
Adventist HealthCare strives to provide healthcare to all - regardless of their ability to pay. If you are unable to pay your account balance please contact a Patient Service Representative at 301-315-3660. We will work diligently to find any and all available funding sources of which you are eligible. If we are not able to find a funding source for you, we have a Financial Assistance Program that you can apply for.
Why do I need to use my Statement Number when I pay my bill?
In order to ensure that your payment is applied to the correct patient account, we ask that you include your Statement Number for the bill you are paying, to all payments. If you have misplaced your Statement Number or do not have this information, please contact a Patient Services Representative at 301-315-3660, Option #2.
What if my injuries are related to a Motor Vehicle Accident (MVA), Work or Fall/Fire?
Usually when a visit to the hospital is MVA, Work or Fall/Fire related, the patient does not have Other Payer Liability (OPL) insurance information available at that time. During your registration process, you should've received an OPL Form to complete and send back for processing. Please contact and/or send your OPL insurance (MVA, Workers Compensation or Homeowner's Insurance) or Attorney's information to PO Box 10010, Gaithersburg, MD 20898 or call 301-315-3660.
Why didn’t my insurance pay the balance in full? Why do I have a balance if I have insurance coverage?
If you feel this is the case, please contact your insurance carrier directly to confirm your responsibility under your policy. Many insurance policies require a deductible, co-pay, or coinsurance amount. Sometimes certain charges are not covered under particular policies. This may be the case with your carrier. For certain policies, balance billing is prohibited; we will not bill you for the balance unless called for by your policy and permitted by law. You are always welcome to contact us directly at 301-315-3660.
I want an Itemized Bill. Where can I get it?
An itemized bill is a detailed list of the services rendered along with their corresponding prices. This is typically provided to you by your insurance company by way of your Explanation of Benefits. However, you may also contact our customer team directly and request to have your itemized bill mailed out to your home address.
Why am I receiving multiple bills from multiple providers?
At Adventist Healthcare, not everyone who works there is an employee of AHC. Some physicians/Licensed Practitioners might be independent or part of a different group. This may include health care experts who will deliver treatment during your visit to the emergency room, your stay at the hospital and/or your outpatient treatment. They wear clothes and badges with the hospital’s name on them for security reasons, not because they are employed by the hospital. The hospital bill covers things like supplies, equipment, technical personnel, pharmacy, room, etc.. It will not include fees charged by private health care physicians/ LPs. These other providers will bill for there services separately.
Where can I get my Explanation of Benefits?
An Explanation of Benefits (EOB) is a statement from your insurance carrier that helps you understand how much your health plan covers out of the total charges for the services rendered. Therefore, if you are in need of an EOB, you can request it directly through your insurance provider. Most health plans provide a customer service or contact number listed on the back of your insurance card.
