Frequently Asked Questions
On-Line Bill Pay Questions
Payment Questions
Myths and Facts
Other Frequently Asked Questions
On-Line Bill Pay Questions
Q. Is this site secure?
A. Yes, the online payment system is secure so you can safely use your credit card, checking, or savings account.
Q. What credit cards can I use?
A. You can pay your bill with your Visa, MasterCard, American Express, or Discover cards.
Payment Questions
Q. Where do I find my Account Number?
A. Newman Regional Health: Your account number is near the top of your statement. The account number starts with the letter F and is followed by several zeros.
Newman Medical Partner and Supply: Your account number is located in the upper right hand corner. Please also include the customer’s name and invoice number.
Q. Where is my amount due located?
A. In the lower right hand corner of your statement.
Myths and Facts
Myth: By providing health care providers your insurance information, your bill is “automatically taken care of.”
Fact: Billing your insurance is a service provided by most health care providers. Although a provider bills your insurance, it does not relieve you of the responsibility of paying for your bill. Many insurance plans have a co-pay or a deductible that the patient will be responsible to pay. Please contact the billing office periodically to check on the status of insurance claims or your balance to ensure your account does not become delinquent.
Myth: If you have Kansas Medicaid benefits, you should never receive a bill from Newman Regional Health (NRH) for your services.
Fact: While there is generally a co-pay and spend down requirement for Medicaid beneficiaries, there are also certain services not covered by the Kansas Medicaid program. You will be responsible for payment of these types of services. Please contact your Medicaid caseworker to discuss what services may not be covered.
Myth: I received a statement from NRH in the mail. My insurance is going to pay, so I can throw it away unopened.
Fact: Statements and other written communications are tools to communicate with the patient, particularly when phone calls are unsuccessful. Please open all mail as they may contain important requests for information. Your account may become delinquent if these requests are ignored.
Frequently Asked Questions
Q: I keep getting monthly statements from NRH with different account numbers on them. What do all those numbers mean?
A: Each time you visit NRH; you are assigned a new patient account number. This keeps each visit separate for the purpose of filing insurance claims. An exception to this rule is if you are making repeated, scheduled visits for services such as physical therapy, infusion therapy, cardiac rehab, Wound Care Clinic, etc. These patient accounts are assigned a new account number each month.
Q: I have a question about my husband/wife/son/daughter’s account. Can I legally receive information about their hospital visit? A: No. Federal regulations prohibit our office from releasing information on patients over 18 years of age to anyone other than the patient. We must have written consent from the patient in order to release information to a parent, guardian, or spouse. The exception to this rule is when a parent, guardian, or spouse is the insurance policyholder. The healthcare provider can release financial information only. We may only legally release patient information to parents or guardians of children less than 18 years of age.
Q: Why can’t you talk to me about my 22 year old son’s account and tell me why he was there?
A: According to the federal Health Insurance Portability and Accountability Act of 1996 rules and regulations, we may not discuss any aspect of patient treatment with anyone other than the patient if they are over 18, unless we have the patient’s written consent.
Q: I am scheduled to have surgery at NRH next month. How much will my bill be?
A: There is no way to precisely determine the amount of a surgery bill due to the fact that each patient’s situation and needs will vary. The cost of supplies, medications, and recovery time in particular will cause the bill amounts to vary. We can provide an estimate of services. To request a price estimate, please call 620-343-6800 extension 1153.
Q: I was in the emergency room this morning. How much is my bill?
A: It takes anywhere from one day to one week for your charges to be finalized. We are unable to determine the correct amount of your bill until the medical coding and review of you emergency room visit has been completed by the attending physician and medical records department.
Q: Why did I get a bill from Emergency Services of Kansas (ESK) and Topeka Radiology after my emergency room visit to NRH?
A: Professional services were provided by Topeka Radiology. The radiologists must read and issue an interpretation of any diagnostic images you have taken at NRH. ESK bills for the emergency room physician that took care of you while at NRH. Other professional bills could come from Peterson Labs for pathology, and charges from any consulting and attending physicians you may have seen during your stay.
Q: What is the difference between Patient Accounts and Health Information Management?
A: Patient Accounts and Health Information Management are two separate departments. Health Information Management provides Patient Accounts with information from your “medical chart” in a coded format for billing purposes. Patient Accounts files claims with your insurance company based upon this coded information provided us. For more detailed information regarding your visit or medical conditions, you will need to contact Health Information Management at 620-343-6800 extension 2625.
Q: I can’t afford to pay my balance due right now. Can I make monthly payments?
A: Yes. Please contact the patient accounts and billing departments to make payment arrangements. We have several options of payment and we would be happy to discuss them with you. However, you must contact us to make arrangements. Patients can make monthly payments arrangements on any balance due by calling our office and agreeing to a contract. Minimum monthly payment amounts are determined by the size of the balance due and financial situation.
Q: Do I need to provide NRH with my insurance information every time I visit?
A: Yes. Even if your information has not changed, it is helpful to have our admitting staff verify your insurance card to prevent billing errors during collection efforts.
Q: Does my insurance cover me if I want to have a certain procedure done?
A: Since there are so many policies out there with so many different types of plans, we suggest you call your insurance company and to check your policy for exclusions and limitations.
Q: I was in the emergency room and my insurance company won’t pay as much because NRH didn’t bill the services as accident-related. Can you change my billing so my insurance will pay more?
A: Possibly. This is an issue that you will have to discuss with the ordering/attending physician. An accident diagnosis can be added if there is appropriate supporting documentation from your medical records. If none exists, you will need to discuss the issue with the physician so that he/she can make any necessary changes on your chart.
Q: I have Medicare insurance and was recently in an outpatient department of your hospital. Both Medicare and my supplemental policy have paid. I received a statement in the mail stating I still owed money. When I called to ask, they started talking about self-administered drugs. What are they talking about?
A: Medicare only pays for covered benefits. Self-administered drugs are classified as a non-covered benefit by the Medicare program and so both Medicare and your secondary insurance did not pay for the drugs. If you have Medicare Part D Insurance, these can be filed to your Part D Carrier. NRH is not a contracted outpatient pharmacy and cannot file to Part D. You need to pay your bill and file to Part D as an individual. We can help you with the detail needed to file with Part D. Please call 620-343-6800 extension 1153 and we will be happy to assist you.
Q: Why do I keep getting your voice mail saying you’re on the phone?
A: Often we are on the phone speaking to other patients or insurance companies and will try to assist you as soon as possible.
Q: Why didn’t you call me back?
A: Every attempt is made to return a phone call as soon as possible. Sometimes, patients do not leave their name, account number or phone number. We need this information to return calls and appreciate your assistance.
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