FREQUENTLY ASKED QUESTIONS
Q. Why did I receive multiple hospital bills?
A. If you have multiple dates of service you will receive multiple bills with different account numbers for each different date of service.
Q. Why did I receive separate bills for the hospital and doctors(s)?
A. These bills are for professional services provided by the doctors in diagnosing and interpreting test results while you were a patient. Pathologists, radiologists, cardiologists, and other specialists who perform these services may be legally required to submit separate bills. If you have questions about these bills, please call the number printed on the statement you received from them.
Q. Will you bill my primary and secondary insurance?
A. You will need to provide us with complete primary and secondary insurance information. As a courtesy to our patients, Lindsborg Community Hospital submits bills to your insurance company and will do everything possible to advance your claim. However, it may become necessary for you to contact your insurance company or supply additional information to them for claims processing requirements or to expedite payment.
Q. Are itemized statements automatically sent to patients?
A. No. We send summary bills to the patient. To request an itemized statement, call Patient Financial Services, 785-227-3308, extension 114.
Q. Do you offer payment arrangements?
A. Yes, payment arrangements may be made by contacting Patient Financial Services, 785-227-3308, extension 114.
Q. Why is this billed as an outpatient service when I spent the night in the hospital?
A. For an account to be billed as an inpatient services, there must be a physician order. The physician who ordered your services determined that your condition did not meet the requirements for an inpatient admission. The physician's written order dictates whether we bill as an inpatient or outpatient.
Q. Why am I receiving a refund check?
A. There was an overpayment to your account. Either you paid too much on the account and/or your insurance paid at a later date and covered some of what you already paid.
Q. Why did my insurance deny the claim?
A. One or more of the following may apply:
- The service you received was not covered under your plan
- You did not provide the correct insurance information at the time of service
- The service you received was from a physician outside your plan's network
- You were not covered by your plan at time of service
- Your primary care physician did not process a referral for the services or an authorization was not obtained prior to the services being rendered
Q. Can I come in and talk to someone regarding my bill?
A. Yes, our Patient Financial Services staff is here to assist you from 8:00 a.m. until 5:00 p.m. Monday thru Friday.
Q. Must I register each time I come to the hospital?
A. Yes, information gathered from patient registration is stored in our computer system. We retrieve this information each time the patient returns for services and we ask the patient to verify that the information is current and accurate. Medicare requires that specific questions be asked to determine whether Medicare or another payor is primary. Your assistance in verifying the information is always appreciated. Information may be obtained prior to the service.
Q. I don't have any insurance. Is there help available?
A. We can assist you in several ways: we have payment plans available, we can review your financial status to see if you qualify for Financial Assistance, or we can refer you to the Midland Group to assist you with information on programs that may be available to you or will give you advice on how to proceed.
Q. I come to the hospital often. Is there any way that I can receive one bill?
A. Initially, upon the service being provided, we are required to bill each visit separately. Once insurance has paid on all dates of service, we can combine the accounts into one, please call Patient Financial Services, 785-227-3308, extension 114. However, we cannot combine hospital and physician-hospital balances.
Q. What if there is an error on my bill?
A. If you have questions about your bill, or believe that it is incorrect, call Patient Financial Services, 785-227-3308, extension 114, Monday thru Friday, 8:30 a.m. - 5:00 p.m. Confidential voicemail is available after hours and every attempt will be made to return your call by the next business day.
Q. What is a co-payment?
A. A co-payment is a set fee the member pays to providers at the time services are rendered. Co-pays are applied to emergency room visits, hospital admissions, office visits, etc. The costs are usually minimal. The patient should be aware of the co-payment amounts prior to the date of service.
Q. What is a deductible?
A. Deductibles are provisions that require the member to accumulate a specific amount of medical bills before benefits are paid. For example, if a member's policy contains a $500 deductible, the member must accumulate and pay $500 out of pocket before the insurance carrier will pay benefits. Once the patient has met their deductible, the carrier usually pays a percentage of the bill. The patient is liable for the unpaid percentage. Deductibles are yearly, usually starting in January.
Q. What is co-insurance?
A. Co-insurance is a form of cost-sharing. After your deductible has been met, the plan will begin paying a percentage of your bills. The remaining, known as co-insurance, is the portion due by the patient.
Q. Why did my insurance company only pay part of my bill?
A. Most insurance plans require you pay a deductible and/or co-insurance. In addition, you could be responsible for non-covered services. Please contact your insurance company for specific answers to your questions. You may have out-of-pocket expenses.
Q. I belong to a managed care plan. What should I do before coming to the hospital?
A. Read your insurance plan booklet to be sure you have followed all the guidelines for referrals and authorizations, or call your insurance for assistance. Failure to follow your plan requirements may result in greater out-of-pocket expenses for you. Your primary care physician plays a very important role in this process, if you receive a verbal authorization number, please provide us with this information at registration.
Q. I belong to a managed care plan but need to be seen in the emergency room, what should I do now?
A. After receiving services, if you did not contact your primary care physician or your insurance plan before you came to the emergency room you will need to contact them within 24 hours to explain the circumstances and ask for authorization.
Q. Can I bring my pet to the hospital?
A. Only the following animals will be allowed for hospital visitations:
- Service animals are those specially trained and certified to do work or perform tasks for the benefit of a person with a disability.
- Therapy animals are certified to meet the therapeutic needs of the patient.
- Personal domestic pets are household animals belonging to the patient and/or family. Primates, reptiles, rodents, birds, rabbits, exotic/wild animals and venomous/poisonous animals are strictly prohibited.
All visits must be scheduled and will be approved on a case-by-case basis, with special consideration of patients that are immunocompromised or in isolation. Pets must be at least 1 year old and have been in the permanent home for at least six months. A record of current vaccinations must be provided prior to approval of the visit. Pets must be bathed with an allergen reducing shampoo 24 hours before the planned visit. Grooming also includes the removal of loose hair, clean ears, and toenails that are trimmed and rounded to prevent scratches. Pets must be held on a short leash with a well-fitting collar at all times. Retractable leashes are prohibited. The animal handler must have complete control of the pet at all times. The pet must not be allowed to interact with other patients or visitors and should not travel to other areas of the hospital. In case of urinary or fecal accident the handler is responsible to remove the debris and clean up the area with gloved hands. All patients, staff and visitors having contact with an animal should wash or disinfect hands with an alcohol hand rinse immediately after contact. Lindsborg Community Hospital reserves the right to ask for the removal of the pet from the facility at any time.