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 feel your questions remain unanswered after reviewing the questions and answers provided or if you need further clarification, please contact our customer service department using the number on the page.

 

Online payments

Is it safe to make a payment online?

Yes. It is a priority to ensure your information is safe. We use a secure connection to restrict anyone from gaining access to your information.

What access do you have to my credit card account?

No sensitive credit card information is stored with us.  Your credit card is processed securely with compliant encryption and immediately sent to the banking merchant.

How do I pay another patient’s account?

If you would like to make a payment for a patient for whom you are not the guarantor, please use our pay as guest feature.

Who do I contact if I have questions regarding online payments?

If you are experiencing technical difficulties with online payments, please call toll free at 855.395.9031.

Questions about your bill

What is my role in the billing process?

Contact us with any changes to your insurance information or demographics.
Sign all necessary patient agreements and/or release forms.
Immediately communicate with us if you have any questions regarding your billing or if you need to explore financial assistance options.

Will I receive a bill?

You will receive a bill only after we have contacted your insurance company and received their payment based off your plan. The remaining balance owed will be calculated and billed to you directly.

What payment options are available?

For your convenience, UCHealth accepts a variety of payment alternatives, including online guest pay, My Health Connection bill pay, pay by phone, Visa®, MasterCard®, American Express®, Discover®, personal checks, money orders, and cash (at the cashier’s office only). Note: Please do not send cash through the mail. To protect you, cash will only be accepted in person at the cashier’s office and you will be given a receipt.

To make a payment by check, please provide the patient name and date of birth (if available) in the memo section of the check and mail to:

UCHealth
PO Box 732144
Dallas TX 75373

When will my payment appear on my UCHealth account?

Your payment will be credited to your account immediately. We advise all customers to print the confirmation for their records or keep their receipt for payments made at the facilities.

How do I reach the business office if I have questions?

If you have questions and our website information was not helpful, you can contact us for further assistance.

Does UCHealth offer financial assistance?

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

How can I set up a payment plan?

We allow guarantors to establish payment plans online by logging into My Health Connection.  You can also contact us

How can I provide updated insurance to the UCHealth?

If you need to update your insurance information please login to update your information online or feel free to contact us.

How do I dispute my bill?

If you feel that there is a discrepancy in your billing, you can submit your dispute online, in writing via mail using the address on your statement, or you can contact us.

Typical types of disputes that are eligible for review are:

  • Services were not rendered
  • Billed for the incorrect procedure
  • Incorrect Diagnosis
  • Quality of Care

Please note: Concerns regarding the amount that you are being billed for a specific procedure is not considered a dispute. Patient responsibility is determined by the contracted rate UCHealth has established with your insurance company and your benefits coverage. Should you have any questions regarding your financial responsibility, we urge you to contact your insurance company.

How can I request an itemized statement?

If you need a detailed statement of your services, otherwise known as an Itemized Statement, you can submit your itemized statement request online or contact us.

Refunds

How can I request a refund?

If you feel that you have overpaid on an account contact us.

Please note: All refund requests are subject to review. If there are any outstanding balances on any other accounts, a refund may not be granted. If a refund is granted, you must allow 4-6 weeks for processing.

How will I receive my refund?

Refund message sample
Refund email sample (click image to expand)

UCHealth has partnered with Bank of America and Zelle to offer you a fast, safe and easy way to have your refund deposited directly into your bank account. Zelle is offered by banks and credit unions across the United States. First, you will receive an email notification from payments@ealerts.bankofamerica.com. Be sure to check your junk and spam folders.

Once you receive the email, you will need to register with Zelle to accept payment. You can register for your Zelle account at zellepay.com. You will set up your account with Zelle by providing an email address or a U.S. mobile phone number.

If you are unable to receive your payment by Zelle, a Bank of America pre-paid debit card will be sent to your home address. The card will be loaded with the full amount of your refund and can be used to make purchases at millions of merchant locations that accept Visa debit cards. It is important to note that this is not a credit card. Funds are limited to the amount of your refund.

Pricing questions

What services are included in the pricing information on this website?

Pricing on this website includes estimated room and board (for inpatients), supplies, nursing care, equipment use, nutritional services, and any services handled by the staff of the hospital within the walls of the hospital.

What services are excluded from the pricing information on this website?

Your personal physician or other physicians providing you with services related to your hospital stay or visit will bill you separately. This can include fees related to specialists, anesthesiologists, pathologists, and radiologists.

Independent laboratory and radiology services will also bill you separately for reading and interpreting EKG’s, X-rays, EEG’s and lab work.

What prices are listed?

UCHealth locations post self-pay prices for the 50 most common inpatient services, 25 most common outpatient services and the prices for levels 1-5 emergency services. All prices posted on this site already reflect the uninsured discount. These prices do not reflect additional financial assistance discounts which patients may be eligible for.

How often is the pricing data refreshed?

Pricing estimates are updated at least annually.

What does ‘uninsured’ mean?

An uninsured person is someone who does not have insurance or coverage for hospital services by a third party like Medicare, Medicaid, worker’s compensation or an insurance company. Other common terms used when referring to uninsured patients are “self pay” and “private pay.

Why can’t I rely on the pricing posted on this website if I have insurance?

The prices posted on this site are specifically for self-pay patients. Insurance companies negotiate their own prices for services which might be different from these self-pay prices. While an insurance company might pay a portion of insured patients’ bills, those patients’ out-of-pocket responsibilities will be dependent on their individual insurance plans which might include a deductible, coinsurance, co-payment and/or non-covered services.

What if the service I need is not listed on this website?

Please call UCHealth’s pricing estimates team at 877.349.8520 between 7:30 a.m. and 5:30 p.m., Monday-Friday. We will be happy to try to provide you with a price estimate.

When I call for pricing, what information do I need to have ready?

When you call us, please try to have the following information at hand so that we can provide you with our best estimate of pricing:

  • Description of services needed – we will need to know as much information as possible about the specific services needed as described by your physician.
  • Type of services needed – we need to know if you will be admitted to the hospital as an inpatient overnight, or if you are expected to be treated on an outpatient basis.
  • Physician/specialist Name – example, if you are having surgery, we will want to know the surgeon’s name.

Can I get an exact pricing quote?

We will do our best to provide you with a price or pricing range based on our hospital’s historical pricing for comparable services. However, your actual bill might vary, and our pricing estimates are not guaranteed because the services each patient requires can vary, and your bill will be dependent on your individual circumstances at the time your services are rendered.

What is expected of patients in terms of payment?

Similar to your visits to your physician’s office, we expect payment at the time of service. If you have insurance or other coverage, we will expect you to pay your copayment, coinsurance and/or deductible upon arrival at the hospital. After your insurance company pays us, we will send you information about any amount you may still owe.

If you are uninsured, we expect payment at the time of service (or will work with you to arrange monthly payments) for the estimated price of your services. If, after your services are received, any additional payment is due, we will send you information about any amount you may still owe. If you receive emergency care and cannot pay for your services, with your cooperation, our financial counselors will evaluate whether you qualify for Local and State programs, including County Assistance and Medicaid, or our Charity Discount Policy.

We accept major credit cards, checks, money orders and cash.

Do you have a charity care policy?

Yes. UCHealth’s charity policy, payment plan and financial assistance resources are available at UCHealth Financial Assistance.

Medical records

How can I request medical records?

Please visit medical records for more information.

Insurance

How long will it take for my account to be resolved with my insurance carrier?

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.

What insurance coverage does the hospital accept?

Please see accepted insurance information

Why didn’t my insurance company pay?

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 you need to update your insurance information please login to update your information online or feel free to contact us.

What is a deductible, co-pay and coinsurance?

Deductible

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

Co-pay

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.

Coinsurance

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.

How can I better understand my bill?

Healthcare charges can be complex and may include confusing clinical terminology. To simplify the information for you, we include an easy-to-understand summary of charges by category on all bills and statements. We provide an easy to read document on our website to help guide you through the bill. Please review the sample statements on the Understanding Your Health Care Bill resource page.