Frequently Asked Questions

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Registration/Hospital Registration FAQ 

What is hospital registration?

Checking-in with hospital registration staff prior to each visit. This ensures that your demographic and insurance information for each appointment is complete and accurate.

Do I have to stop at registration every time I visit the hospital?

Usually, yes. If you are receiving repetitive therapeutic services, over the course of many visits, you may only be required to register each month.

Why is registering necessary?

A claim for each visit must be created in order to access your insurance benefit. Additionally, registering is necessary to verify your demographic and insurance information with each visit.

How does registration work?

A patient financial services representative asks you for demographic and insurance information. See What to Bring for a list of documents and information you will need to have with you when you register.

Will I need to come early?

Yes. Please arrive 15 minutes prior to your scheduled appointment.

What information will I need to bring?

Please bring your current insurance card(s) and insurance address to your appointment. If your visit is related to an accident, workers' compensation, employment examination or other special purpose, bring copies of any pertinent forms your physician needs to complete. See What to Bring for a list of documents and information you will need to have with you when you register.

How do I request a change of address?

Submit your address change online using the online patient accounts center or call patient financial services at (541) 274-6221.

What if my visit is work or accident related? Do I still need to stop at registration?

Yes. Informing registration that your visit is work or accident related will ensure that your claim is processed in a correct and timely manner.

What if I do not see a physician but have lab tests or X-rays done instead, do I still need to stop at registration?

Yes. Please stop at registration to ensure your information is accurate. A registration representative will direct you to your appointment areIf your physician gave you test orders, bring them with you.

Will I have to sign anything?

Yes. You MAY be asked to sign a form that allows us to release information to your insurance company and a consent for treatment form.

I was just here last week and none of my information changed. Do I still need to register with registration?

Yes. Registration is necessary because we must create a separate claim for each visit in order to access your insurance benefit. Registering for each visit will help ensure your information is correct. It usually takes less than a minute to check in and we may have information for you. This will help speed up your visit and get you to your appointment promptly.

Billing FAQ  

When will I receive a statement?

Bills for services rendered are sent only after all insurances have been billed.

Can you mail me a copy of my itemized bill?

Yes, you can request an itemized bill by calling Patient Financial Services at 541-274-6221.

What is my current account balance?

You can request this information by calling Patient Financial Services at 541-274-6221.

Why have I received a statement in the mail?

The hospital sends a bill to help you know as much as possible about the status of your bill and the status of payments. Please review your statement to ensure that charges submitted to insurance and payments received are accurate. The hospital will continue to send you a statement for 3 months or until your account balance reaches zero.

What if my account has been referred to a collection agency?

Accounts are referred to collection when the balances due remain unpaid. The hospital sends billing statements and collection letters for up to 120 days allowing you to either pay the account or establish a payment plan. You will be notified in writing when any account is going to be transferred and you will be allowed sufficient time to take corrective action.

I don't understand my statement. What is all this terminology?

Billing for healthcare services often includes several different types of clinical and financial terminology. However, we are committed to making our bills as patient-friendly as possible including explanations for our terminology. Please refer to our Glossary included in this Web site as part of our Patient Accounts Center. Also, Patient Financial Services Representatives can help you with your questions about services and their charges. They may also reference medical staff for procedure or test explanations. Please contact Patient Financial Services by e-mail or by telephone.

Why do I get a separate bill for hospital services?

In order to send a claim to the insurance company, the hospital is required to file a separate claim for each inpatient or outpatient visit. In general outpatient visits on the same day are combined to a single claim. This can only be done if the same physician ordered the services. If your physician's office is a hospital department the billing of the professional services on the same account are also included. If you were an inpatient you will receive a separate bill for the hospital services and another bill for professional services provided during your hospital stay.

Does my balance with Sky Lakes Medical Center's 'hospital bill' include the physician bill?

Yes, if your physician's office is a hospital department.

Who can I contact with questions about my statement?

Patient Financial Services Representatives are available to help you via email and over the phone with any questions or concerns you may have about your bill.

Will the hospital bill my insurance company for me?

Yes. The primary, and if applicable secondary, insurance coverage you present at the time of registration will be billed.

Will the hospital file my worker's compensation claims for me?

Yes. The hospital will bill worker's compensation insurance and make all appropriate first report of injury information available to the liability carrier and third party administrators.

Why is everything so expensive?

The hospital strives to provide our patients with the very best medical care utilizing the latest technology. Our fee schedules reflect the cost of delivering the level of health care that our patients desire and deserve. Our prices are driven by the increasing costs associated with delivering high quality health care.

There are charges on my bill that I did not have or I dispute. What should I do?

Please contact Patient Financial Services and an inquiry will be sent to the audit team who will review your medical record to ensure the documentation substantiates the charge. If the charge is supported, the nurse auditor will inform the time the drug was administered and the initials of the nurse. If the charge is not supported, it will be credited from the claim and an adjusted claim submitted.

It has been several weeks since my hospital visit, why haven't I received a bill?

We will always bill the medical insurance on file first. Once the insurance has paid their portion, any remaining amount will be billed to you. If your insurance company pays in full you may not even receive a statement and you will only have your explanation of benefits from your insurance carrier to refer to.

I received a statement, but all it shows are totals. Can I have an itemized bill?

Yes. Itemized bills are available upon request.

How do I know that the amount you are billing me is the correct amount?

Once your insurance carrier pays their portion of the bill, they will send you an explanation of benefits (EOB) to show how the claim was paid. You can compare your EOBs (both professional and technical EOB) to your hospital statement. How the carrier paid the claim is based on its contract with the hospital and its contract with you. If you feel the insurance company should have paid a higher amount, please contact the company directly for resolution.

My hospital statement had an adjustment amount. What was that for?

Insurance carriers negotiate hospital charge discounts. The amount of the discount is specific to each carrier. When the carrier pays its portion, the contractual allowance is posted to reflect the true amount due from the patient. Contractual adjustment can be either a deduction or addition to the amount of actual charges billed.

My account has been referred to an outside collection agency. Can I view my statement?

If your account has been referred to an outside collection agency, you must contact that agency to see all the activities being credited to your account. The hospital will also keep the details of your bad debt payments but will no longer produce statements on balances due.

I went to the emergency department with a stomachache. The registration representative could not tell me how much this would cost me until I saw the physician. She wouldn't say if my insurance would cover the bill. Why couldn't I find this out before seeing the physician and incurring a bill?

When someone visits the Emergency Department it is implied that he/she has a medical emergency. Very specific regulations require that we first determine the extent of the medical emergency before we can discuss any financial questions. This means the triage nurse and the emergency medicine physician must first see the patient. We appreciate that this restriction can be frustrating; however, the regulations are there to ensure everyone who visits the Emergency Department will be seen regardless of their ability to pay.

What is the difference between an observation and inpatient category on my bill?

Your physician determines whether you will be categorized as observation or inpatient. Insurance plans pay differently for each category. The hospital must abide by the physician order and bill accordingly. Your status can change based on your clinical conditions and results from diagnostic tests (according to the physician's order) to inpatient usually within 24 hour if an inpatient stay if necessary.

Payment FAQ 

When do I become responsible for my bill?

You are legally responsible for your bill at the time you receive hospital services. The hospital requires all patient balances be paid, or acceptable payment arrangements made, upon receipt of your bill. Find out more about our Payment Options.

How will I know what portion of the bill I should pay?

The amount you owe can be found TO THE LEFT OF THE RED ARROW ON YOUR BILL. Your bill should identify the total charges, the amount submitted to insurance, and the amount you owe. If insurance has paid part of your claim, the statement will identify the amount paid by insurance and the amount you owe. The explanation of benefits from your insurance company will also indicate which charges you are responsible for.

What forms of payment do you accept?

You may pay by cash, check or money order. Make check or money order payable to Sky Lakes Medical Center. Please include your account number. Mail the payment to the address included on your statement.

If payment in full is not possible, you can make payment arrangements by contacting Patient Financial Services through by calling (541) 274-6221.

What is a deductible or co-payment?

A deductible is the initial amount that you must pay before your insurance plan begins to pay for your bills. Typically, a deductible is a flat dollar amount (e.g. $250 or $500). If you have a $250 deductible, you insurance company should pay all of the covered charges EXCEPT the first $250, which is your responsibility to pay.

A co-payment is a flat amount paid for each visit to a provider. If you have a $50 hospital co-payment, you must pay $50 for each visit and your insurance company will pay for the remaining balance on all covered services.

What will I owe after insurance has paid?

Insurance contracts vary a great deal depending on allowed services, co-payment amounts, deductibles, and co-insurance. Because of this, it is impossible to know exactly how much your insurance company will pay or how much you will have to pay.

Insurance FAQ  

How do I request a change of address?

You can call Patient Financial Services at (541) 274-6221 to request the change.

Should I bring my insurance card with me to the hospital?

Yes. The information on your insurance card is needed to file a claim with your insurance company or companies. When you register you will be asked for information about your insurance coverage. Additionally, you will be asked to sign related forms. The registration process goes faster when you bring your insurance information with you.

Will the hospital file my insurance claim for my current visit?

Yes. The hospital will continue to submit claims to your insurance company for you. As insurance companies require more information, however, the accuracy of your records is extremely important. Patient Financial Services will facilitate prompt and accurate submission of your health insurance claim.

My claim was denied. Can I request the hospital resubmit my claim information to my insurance company?

Typically Patient Financial Services have already attempted to get a denial reversed and is sure the balance can be transferred to the patient. In some special circumstances rebilling may be warranted.

My insurance hasn't received my claim. Will you resubmit it for me?

Yes. Contact us to speak to a Patient Financial Services Representative.

I gave my insurance information to my physician, why don't you have it?

If your physician's medical practice is not owned by the hospital, you will have to go through a separate registration process. Your benefit coverage may be different for physician services than it is for hospital services. If your physician's office is a department of the hospital all information will be shared between the physician practice and the hospital.

I'm covered under my spouse's insurance as well as my own. The deductible is less under my spouse's insurance. Can the hospital bill her insurance instead of mine?

Under a provision called coordination of benefits, the hospital is obligated to bill the insurance that would be considered primary for you. Any medical insurance for which you are the primary holder must be billed before any other medical insurance.

Even though I gave my medical insurance, I was later asked for my automobile insurance because my injury was due to an automobile accident. My medical insurance will cover the bill, why is any other insurance needed?

When we bill your medical insurance for treatment related to an accident, the carrier will want to know if there is any other insurance that may be liable for the bill and generally the hospital must bill the liability carrier first. For Medicare recipients, this is a requirement to bill Medicare and one of the reasons the Medicare secondary payer questionnaire must be completed. If the hospital cannot provide the information at the time of billing, the claim may be delayed, or even denied, until the information is given.

How do I follow-up with my insurance company?

Most insurance company identification cards include a customer service telephone number. Before you call, have available your insurance card, date of service, facility name, original billed amount, patient name and claim number if applicable. Write down the name of the person you talked to at the insurance company. If the bill has not been paid, find out when the anticipated payment date is, and ask what is needed. If the bill is not paid in the stated timeframe, follow-up with the insurance company again and, if necessary, request to speak to a supervisor. Other key questions you should ask the insurance company customer service representative include the following:

Have you received the hospital's bill for these services?
Am I covered for these services?
When will you pay the hospital for these services?
What portion of this bill will I be responsible for paying?
What is the status of the account? If paid, ask when and to whom.

Find a link to your insurance company's Web site on our Accepted Insurance Plans page.

Do I need to let my insurance company know that I'm going to be in the hospital? And what will they cover?

We encourage you to check with your insurance company or your employer regarding coverage. Because there are so many types of insurance plans, we do not know if you need prior approval or notification for your hospital stay. Contact your insurance company or your employer with specific questions about what is or is not covered by your insurance plan.

Why didn't my insurance cover some services?

Insurance policies vary on what services are allowed (paid). Your particular policy may not cover a certain service or you may not have met your policy's deductible and/or co-insurance. Increasing the diagnostic reason the service(s) are being provided are a determining factor. Your physician should make you aware of the reason they are ordering the test and whether it will be covered. For other related questions patient financial services representatives can help you with any questions.

How do I know if my insurance company will cover services provided by all professionals (i.e. anesthesiologists, radiologists, and pathologists) involved with my treatment?

Check with your insurance company or your employer about this. Each professional needs to contract individually with insurance companies and the hospital does not know if each professional is contracted with your insurance company.

How will I know if my insurance company has paid my bill?

At the time your insurance company pays your claim it will issue you an Explanation of Benefit (EOB)notice regarding the payment action taken by the plan. If there is a balance due from you after the insurance company has paid its portion, we will send you a statement.  This statement should agree with the amount reported to you from your EOB(s) and any balance you are required to pay. This is your bill; you are required to pay this bill in full or to set up payment arrangements by contacting Patient Financial Services at (541) 274-6221.

What do I do if I disagree with how much my insurance company has paid on my bill?

If you don't understand what or why your insurance paid in the manner it did feel free to contact your insurance carrier directly. Find a link to your insurance company's Web site on our Accepted Insurance Plans page.

Medicare FAQ

What is a Medicare SUMMARY NOTICE?

The MEDICARE SUMMARY NOTICE is an information document that Medicare sends to you after it has processed your medical claims. The SUMMARY NOTICE provides you with information about the payment status of your bill.

What is the difference between part A and part B explanation of benefits forms?

Part A covers inpatient hospitalization and part B covers outpatient and physician services.

What should I do with the explanation of benefits form?

Keep the forms you receive from Medicare until all your medical claims have been paid in full. If you have other health insurance in addition to Medicare coverage, your insurance company will normally require a copy of the explanation of benefits from you before it will pay any remaining balance on your account.

Will Medicare cover my outpatient procedure?

Yes. Medicare will pay for medically necessary acute care services ordered by your physician. There are many things your Medicare benefits will not cover (screening exam, preventive medicine services) and many services that must meet medical necessity screen, and the diagnostic reason stated by your physician. In some cases you may even be required to sign an advance beneficiary notice indicating that you have been informed that Medicare will not cover the costs of certain services.

Do I have to sign any forms before the hospital can bill Medicare?

You will be asked to sign a consent for treatment form each time you receive services. You will also be asked questions each time you receive services that Medicare requires.

I have health insurance in addition to Medicare coverage. Will the hospital bill that insurance company also?

Yes. Provide the information at registration about your additional health insurance and that insurance company will be billed after Medicare has made its payment.

Should I pay the balance that is listed as "your total responsibility" on the explanation of benefits form?

No. You will receive a bill from the hospital and that should be the invoice to which you make your payment. Often there is more than one insurance and more than one EOB that could make up the final balance for which you will be responsible.

Will I have to pay any money for my hospital visits?

As a Medicare patient, you could be responsible for some significant charges that are related to, co-insurance, deductible and non-covered charge amounts. If you do not have a secondary or supplemental insurance coverage, please contact Patient Financial Services if your medical bill is a financial hardship.

Why am I being charged for the pills, inhaler, ointments, etc. that I normally take at home?

Medicare has never covered self-administered drugs if they are provided in an outpatient setting. As an excluded service the hospital must bill the beneficiary.

I was admitted to the hospital on one day but there are charges on the detail bill for a few days prior. Why?

The Medicare 72 hour rule says that the billing of outpatient services rendered just prior to an inpatient stay must be included on the inpatient bill.