Here's some information we hope you find helpful about billing of services.
Can I apply for financial help before I receive services?
Yes, a financial counselor can determine your eligibility and start the application process before you receive services.
Which financial assistance program should I apply for?
Our counselors may suggest applying for several programs at once so other options are in progress if one application is delayed or denied.
What if I can't pay the entire balance on my hospital bill at once?
We'll help determine if you qualify for assistance or set you up on an interest-free payment plan through ClearBalance®.
Will I receive an itemized statement for medical center services?
Patients without insurance who come to the medical center receive an itemized statement as the first bill. Those who receive bills after insurance consideration do not. You can request an itemized statement at any time by calling the Business Office toll free at (877) 255-4680 or at (207) 872-4680 and selecting option 6.
Can I come in and talk to someone about my bill?
Yes. Our customer service representatives can help with billing questions from 8 a.m. to 4:30 p.m., Monday - Friday. They are located at the Hathaway Creative Center, 10 Water Street, Waterville (2nd floor).
Why did I receive a bill from Waterville if I didn't have services there?
Our Business Office is located in Waterville and serves the Augusta and Waterville medical centers, the Family Medicine Institute, Maine Dartmouth Family Practice and Four Seasons Family Practice.
Why did I receive separate bills for the hospital and doctor(s)?
Doctor bills are for diagnostic and/or test result interpreting services you received in the hospital. 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 phone number on your statement.
Why do I need to call my insurance company if they don't pay the bill?
You are responsible for any part of the bill your insurance carrier doesn't pay. We make every effort to resolve the account balance with your insurance carrier. If we can't, we may need your help.
Will you bill my primary and secondary insurance?
We submit bills to insurance companies as a courtesy to patients. We also do everything possible to advance your claim. Your insurance company will let you or us know if they need more information to process your claim.
Why did my insurance only pay part of my bill?
Most insurance plans require you to pay a deductible and/or co-insurance. You also could be responsible for non-covered services. Please contact your insurance company for more information.
Do you automatically send itemized bills to patients?
No, we send summary statements to patients but can provide itemized bills if requested by calling the Business Office at (207) 872-4680 or toll-free (877) 255-4680, option 6.
Can I pay my bill online using my computer?
Do you offer payment arrangements?
Yes, please call the Business Office at (207) 872-4680 or toll-free (877) 255-4680, option 2.
I don't have any insurance. Is there any help available?
Yes, our financial counselors will help you apply for Medicaid or advise you on how to proceed. If you don't qualify for government programs, we can review your financial status to see if you qualify for free or reduced bills. To learn more, call (207) 872-4680 or toll-free (877) 255-4680, option 3, or email financialcounselors@mainegeneral.org.
Can I come in and talk to someone about financial assistance?
Yes, our counselors are conveniently located at the Alfond Center Health and Harold Alfond Center for Cancer Care in Augusta, and at the Thayer Center for Health and Hathaway Creative Center in Waterville. To ensure a counselor is available when you arrive, please schedule an appointment by calling (207) 861-5240 or toll-free (888) 849-6055, option 3.
What is a co-payment?
It's a set fee paid to providers when services are provided. Co-payments are applied to emergency department visits, hospital admissions, office visits, etc. and costs are usually minimal. Patients should be aware of co-payment amounts before receiving services.
What is a deductible?
Deductibles require the member to accumulate a certain level of medical expenses before insurance benefits are paid. For example, if a member's policy has a $500 deductible, the member must pay $500 in medical expenses out of pocket before the insurance carrier will pay benefits. Once the patient has met his/her deductible, the carrier usually pays a percentage of the bill. The patient is responsible for paying the unpaid percentage. Deductibles are yearly, usually starting in January.
What is co-insurance?
After you've met your deductible, your insurance plan will pay a percentage of your bills. The remaining amount, known as co-insurance, is the portion you pay.
How do I know if my health plan requires a referral or pre-certification for a service?
Your benefit book or provider directory should state this. If not, call the customer service phone number listed on your insurance card.
