Billing Frequently Asked Questions

Q: Why did I receive multiple hospital bills with the same account number?
A: If you have services that are billed on a monthly billing cycle, you may receive multiple bills with the same account number; however, they are for different periods of time. The date of service will be listed at the top of your bill.

Q: I come to the hospital often. Is there any way that I can receive one bill?
A: Unfortunately, because of insurance requirements, we may be required to bill each visit separately.

Q: Why did I receive separate bills for the hospital and the doctor(s)?
A: A separate bill will be generated for professional services provided by the doctors responsible for diagnosing and interpreting test results while you were a patient. Pathologists, radiologists, cardiologists, and other specialists perform these services and are 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: Why am I receiving a bill when I have not been to a Stamford Hospital facility?
A: On occasion, your healthcare provider (physician) may send a lab specimen and/or biopsy to a Stamford Hospital facility for analysis. When this occurs, you will receive a bill from Stamford Hospital for that analysis. Typically, the physician will send your healthcare coverage information (if any) to the facility along with the lab work, and the facility will bill your lab services directly to your insurance. If any information needs to be updated, please contact our Customer Service Department at 203.276.7572.

Q: Are itemized statements automatically sent to patients?
A: No. We send summary bills to the patient. To request an itemized statement, call the business office at 203.276.7572.

Q: Can I pay my Stamford Hospital or Stamford Health Medical Group bill online?
A: Yes. Use our secure Online Bill Payment Service to make payments on your bill.

Q: Is there any help available that allows me to better understand my billing statement?
A: You can contact our Customer Service Department at 203.276.7572 or via e-mail.

Q: Can I speak to someone in person regarding my bill?
A: Yes, our Patient Financial Counselors are here to assist you from 9am-5:00pm, Monday-Friday. Our office is located at 1351 Washington Boulevard, Stamford, CT. Appointments may be made by calling 203.276.7515 or 203.276.4831.

Q: Do you offer payment arrangements?
A: Yes. Payment arrangements may be made by contacting Customer Service at 203.276.7572.

Q: I don't have any insurance. Is there any help available?
A: If you are uninsured, our financial counselors are qualified to help determine if you are eligible for Medicaid or Health Insurance through Access Health CT. If you do not qualify for Medicaid or have missed the deadline to enroll through Access Health CT, we can review your financial status to determine if you qualify for the hospital's Financial Assistance Program. Visit our webpage for more information regarding the Financial Assistance Program.

Q: Why did my insurance company only pay part of my bill?
A: Most insurance plans require you to 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: 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 an amount, based upon your health plan, that is required to be paid out of pocket by you, the member, before an insurance provider will pay any expenses. For example, if a member’s policy contains a $500 deductible, the member must pay $500 out of pocket before the insurance carrier will pay benefits. Once the member 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 amount, known as co-insurance, is the portion due by the patient.

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: 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 service, 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 is there an error on my bill?
A: If you have questions about your bill, or believe that it is incorrect, call the Customer Service department Monday-Friday 9am–5:00pm at: 203.276.7572. Confidential voice mail is available after hours, and your call will be returned on the next business day. You can also send us an e-mail message.

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