Financial Information
Financial InformationBilling Procedures
Following discharge from the hospital, we will automatically bill your insurance. After your insurance(s) have paid, we will bill you for any balance not covered by your insurance. Itemized statements will be provided upon request. If your insurance does not respond within thirty (30) days, we will initiate appropriate follow-up procedures with you and your insurer.
If you have questions about your bill or our billing procedures, please contact Patient Accounts at 217-245-9541, extension 3123. For specific questions about your physician's bill, contact the physician's office directly.
Our Medicare/Insurance Consultant will help you if you have any concerns about how you will pay for your hospital stay. There is no charge for this service and any information discussed is kept strictly confidential.
Passavant Area Hospital accepts VISA and MasterCard credit cards.
Call Center- Frequently Asked Questions
What is the Call Center?
The Call Center is a service of Passavant Area Hospital. It is provided to facilitate personal communications between the patient and the hospital. The primary goal of the Call Center is to work with the patient to resolve any issues or problems concerning their account.
Why do I receive a call immediately after receiving my first statement?
The purpose of the initial call is to:
1.) Thank you for choosing Passavant first.
2.) Ask if you were satisfied with our services.
3.) Verify that we have properly billed your insurance plan(s).
4.) Ask if there are any other questions about the amount you owe. Our purpose is not to ask for payment on this initial call.
What if I do not want to be called?
Anyone wishing not to be called by the call center will be removed from the call list.
What if I think I am being billed incorrectly?
The Call Center personnel are trained to help resolve billing issues. Our goal is to identify any issues promptly and work with you to resolve the issue as quickly as possible. The hospital will not send any account to collection where the patient continues to make a good faith effort to actively resolve a specific billing issue.
What if I cannot pay my bill?
The hospital will provide free or substantially discounted health care services for patients who qualify financially. Please refer to our Charity Care Policy. Patients with large balances due can make arrangements for monthly payments.
Why was my account sent to a Collection Agency?
Accounts will only be referred to a collection agency when the patient fails to communicate to the Call Center or is otherwise uncooperative. This includes making reasonable payments arrangements or applying for financial assistance if unable to pay in full.
Why is the Call Center located out of town?
The Call Center utilizes all of the latest technology available in order to provide a high level of personal service at a reasonable cost. Rather than duplicate the cost of this technology, we have chosen to partner with one of the industry leaders.
Why are telephone calls recorded?
In order to maintain the highest level of customer service and customer satisfaction, all calls are routinely recorded. If you do not want your call recorded, simply advise the Call Center service representative.
Can I still make a payment at the hospital?
Yes. However, payments sent to the lock box can be processed electronically and are immediately available to the Call Center service representatives.
What is the difference between the call center and a collection agency?
The Call Center is a billing service and not a collection agency. Only ?inactive? accounts are sent to a collection agency. A Collection Agency is licensed by the State of Illinois to pursue certain collection procedures.
Why can?t I pay $25 per month on my hospital bill?
The hospital does not have the resources or expertise to effectively manage consumer installment debt. Patients with limited financial means should apply for financial assistance through the hospital. Patients able to pay but needing a longer period of time to make payments will be offered a one-year interest free consumer loan.
Who is Comprehensive Healthcare Solutions (CHS)?
Comprehensive Healthcare Solutions is a national provider of healthcare billing services. They are located in Peoria, Illinois.
Why did Passavant Hospital make this change?
The Hospital wanted to replace its impersonal datamailer service with a state of the art ?live treatment? Call Center. This will allow us to quickly identify problem accounts (particularly insurance disputes) and to take proactive action to resolve the account in a more timely manner. It is hoped this will benefit the patient as well as the hospital.
Credit and Collection Policy
As a tax exempt not for profit charitable organization, Passavant Area Hospital is committed to serving all persons in our community regardless of ability to pay. Anyone who identifies themselves as financially unable to pay all or part of their medical care will be eligible to apply for financial assistance. Individuals meeting the hospitals financial assistance guidelines will be granted free care or substantially reduced fees consistent with the individual?s financial resources.
Persons not eligible for financial assistance are expected to make mutually agreeable arrangements for the payment of their bill. As a condition of offering extended interest free payment plans, individuals may be asked to complete a financial assistance application to support their request. Any person making a good faith effort to pay their bill consistent with their ability to pay will not be referred to a collection agency.
Individuals with health insurance are expected to cooperate with the hospital billing staff to resolve any insurance coverage or payment disputes. Any person making a good faith effort to resolve any insurance dispute will not be referred to a collection agency. Unresolved disputes with an insurance company should ultimately be submitted, by the patient, to the State Department of Insurance for investigation.
Financial Assistance Policy
Click here to view Passavant Area Hospital's Financial Assistance Policy.
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