Help Paying Your Bill
We understand the billing process for medical services can be confusing for patients. We are committed to providing the best available healthcare along with convenient, accurate and timely billing services.
We have developed several financial assistance programs and resources to provide our patients with as much information and assistance as possible, and we do our best to make patients aware of this assistance. We have one of the most robust patient financial assistance programs in the industry, and thus encourage our patients to seek assistance as soon as issues or billing questions arise.
Charity and Discount Programs
Full or partial financial assistance is available to patients who have received emergency services and are unable to make partial or full payment on outstanding balances, do not qualify for state or federal assistance for the date of service and have provided sufficient supporting documentation that they meet the income requirements below.
Patients that fall within 0-400% of the Federal Poverty Level (FPL) may be eligible for a full write-off.
Our patient benefit advisors and financial counselors are available to assist our patients with identifying potential financial assistance upon receiving care at our hospitals, which may include applying to qualify for federal and state program coverage. You can request a financial assistance application at any time. Financial assistance applications are submitted following receipt of healthcare services and are specific to an account or date of service.
After submission of a financial assistance application and the required supporting documentation by mail or physically brought to the hospital, please allow 21 days for review and processing. You will receive a determination letter in the mail regarding your eligibility for financial assistance. If you have any questions or concerns, or would like assistance completing an application, please contact us.
For Medicare beneficiaries, in addition to thorough completion of the financial assistance application, the preferred income documentation will be the most current year's federal tax return. Any patient/responsible party unable to provide the most recent federal tax return may provide two pieces of supporting documentation from the following list to meet this income verification requirement:
- State income tax return for the most current year
- Most recent employer pay stubs
- Written documentation from income sources
- Copy of all bank statements for the last three months
- Current credit report
Additional Protections for our Patients
Self pay patients with no third party payer source of payment that do not qualify for Medicaid, Charity Discounts or any other program the facility offers, will receive a discount similar to Medicaid, referred to as an “uninsured discount” (excluding elective cosmetic procedures and facility designated self pay flat rate procedures). At the time of service, patients will be asked to make payment in full or establish payment arrangements on the patient liability amount.
Patient Liability Protection (PLP)
The PLP program provides protection for patients with household incomes above 400% of FPL. The discounts under this program help patients who find themselves unable to pay material balances due to limited or no coverage, a high deductible or other extenuating circumstances after receiving emergency and/or emergent non-elective services. Similar to the policies above, these discounts are need-based and calculated on a sliding scale based on the patient’s annual household income.
Providers Who Bill Separately
It is important to remember that your bill covers services provided by the hospital such as your room, nursing care, meals, housekeeping, and linen. It may also include services ordered by your physician such as X-rays, laboratory tests, medical supplies, and oxygen. The bill does not include charges for your personal physician, surgeon, anesthesiologist, pathologist, emergency physician, radiologist, etc. You will receive separate bills from these physicians for their services.
Hospital Bill Complaint Program
The Hospital Bill Complaint Program is a state program, which reviews hospital decisions about whether you qualify for help paying your hospital bill. If you believe you were wrongly denied financial assistance, you may file a complaint with the Hospital Bill Complaint Program. Go to HospitalBillComplaintProgram.hcai.ca.gov for more information or to file a complaint.
There are free consumer advocacy organizations that will help you understand the billing and payment process. You may call the Health Consumer Alliance at 888-804-3536 or go to healthconsumer.org for more information.