Billing & payment FAQ

When undergoing a preventive exam or related medical procedure, patients may encounter billing practices that result in receiving more than one bill. This can happen if, during a preventive service, an underlying medical condition is identified, shifting the service from being classified as preventive (usually fully covered by insurance) to medical, which may incur additional costs. The total fee for such procedures typically includes the provider’s professional services, facility charges, and potentially any diagnostic testing or follow-up care. To avoid surprises, patients should request itemized estimates beforehand and clarify what is included in the quoted fee.

Cost Breakdown

• Provider Professional Fee: Payment for the clinician’s examination and evaluation.
• Facility Fee: Charges for use of the clinic or hospital resources during your visit.
• Diagnostic Services: If additional tests (e.g., labs, imaging) are performed due to a discovered health issue, these may generate separate charges.

Associated Costs

• If a preventive exam identifies a medical issue, further testing, treatment, or specialist referrals may be recommended, each with their own costs.
• Any prescribed medications or therapies following the visit are billed separately.

Insurance & Payment Advice

• Verify with your insurer what is covered as preventive care versus medical care.
• Check if your plan covers specific CPT codes used during your appointment.
• If you receive multiple bills, review each for accuracy and ensure all services are itemized.
• Contact your provider’s billing office for clarification if you have a credit balance or expect a refund.

Frequently Asked Questions

• Why did I receive more than one bill for my visit? You may receive separate bills for provider services and facility charges, or if additional procedures or diagnostics were performed during your appointment.
• Why am I billed for a preventive exam if I have 100% coverage? If a medical issue is found during your preventive exam, the visit may be reclassified as medical care, which can result in additional charges not fully covered by preventive benefits.
• When is my payment due? Payment is due by the date listed on your billing statement. If the statement says “now,” payment is expected as soon as possible to avoid late fees.
• What happens if I have a credit balance or am owed a refund? Your account will be automatically reviewed. If you are owed a refund, it will typically be processed and sent to you without requiring further action.
• How can I get an itemized bill? Contact the billing department and request a detailed, itemized statement showing all services and charges associated with your visit.
• What should I do if I think there is a billing error? Review your bill closely and contact the billing office to dispute any discrepancies or charges you do not understand.
• Can I set up a payment plan if I can’t pay the full balance? Most providers offer payment plan options. Contact the billing office to discuss arrangements if you need more time to pay.
• Will my insurance cover follow-up tests or treatments? Coverage varies by plan and the specific tests or treatments ordered. Contact your insurer to verify benefits before proceeding with additional care.
• How do I know if a service is considered preventive or medical? Ask your provider to clarify the nature of each service provided and request the CPT codes used, then confirm coverage with your insurer.
• What if I can’t afford my bill? Ask about financial assistance programs or discounts, especially if you meet income guidelines or are uninsured.

Billing

Why did I receive more than one bill?

There are two reasons you might receive more than one bill from Aurora:

• You may receive more than one bill if you’re financially responsible for more than one person’s health care and you haven’t established a family billing account. A family billing account puts all of the bills you’re responsible for on one statement. To set up a family billing account, call the Patient Contact Center at 800-326-2250.
• You may receive more than one bill if you (or someone you’re financially responsible for) receive(s) services from Aurora Health Care (clinic or hospital) and Aurora Health at Home during the same time period. Both of these service areas generate their own statements.

I have 100% coverage of preventive services. Why am I getting a bill for my preventive exam?

Sometimes while providing preventive services, an underlying health issue is discovered. When that happens, the service becomes medical, as opposed to preventive, in nature. The claim is then processed by your insurance company using your medical benefits.

When is payment of my bill due?

If there’s a balance due, you’ll receive a billing statement in the mail or in your account on our LiveWell app or website. The full balance is due on or before the due date shown on your billing statement. If the due date on your billing statement is “now,” payment of the full balance is due as soon as possible after you receive your billing statement and before the next statement is mailed.

What if I have a credit balance or am owed a refund?

If there is a credit balance on your account, the account is automatically reviewed and there is nothing you need to do. If a refund is due, a check will automatically be mailed to the person or entity that made the payment.

What is a facility fee?

When you have an outpatient clinic visit in a hospital setting, the facility fee is the charge for use of on-site resources like nursing, administrative staff, supplies, and equipment.

I stayed in the hospital overnight, but my insurance company processed the claim as an outpatient stay. Is this correct?

When you were admitted to the hospital, your doctor may have placed you under Observation status. This gives him or her extra time to monitor your condition, decide if you can be treated as an outpatient, or see if you’ll need to be admitted to the hospital. If you’re covered by Medicare, your doctor is usually granted up to 48 hours to make this decision.

If you stayed overnight but your insurance company processed an outpatient stay, it’s probably because you were admitted as an observation patient and your doctor determined your condition did not require an inpatient stay.

My insurance company says that if you change the coding, they will pay my bill differently. How can I get my coding changed?

Our coding is done by certified coders who have a strong understanding of Federal and state coding regulations. They apply the most appropriate coding for the service provided based on the documentation recorded at the time of the service. While we’re happy to review coding to make sure it matches the documentation, we’re not able to make coding changes to facilitate additional payment by the insurance company.

Will I get a bill?

If there’s a balance left after your insurance company has paid its share, you might get a hospital bill or doctor bill. If that happens, you’ll get a statement in the mail showing how much the insurance company paid and what portion you have to pay.

You can pay your medical bill in person, by mail, over the phone, or online.

• To pay your medical bill by phone, call 800-326-2250 to speak to a representative or use the automated bill pay system.
• To pay online, sign in to your account on our LiveWell app or website or use our secure online bill pay portal.
• To pay by mail, send your payment to: Aurora Health Care, P.O. Box 809418. Chicago, IL 60680-9418

How can I get a copy of my medical bill?

You can find a copy of your medical bill in your LiveWell account, or you can call our Patient Contact Center at 800-326-2250 to receive a copy of your bill by mail, fax or email.

What if I don’t understand my bill?

Call our Patient Contact Center at 800-326-2250 to get answers to questions about your bill.

I think my bill was already paid. What can I do about that?

If you mailed your payment recently, chances are the check and the bill crossed in the mail. Email our Patient Contact Center or call 800-326-2250 to check on the status of your payment. Please accept our apologies, and be sure to let us know if you get another statement.

How can I pay my medical bill?

In addition to paying in person, here are 3 easy ways to pay your Aurora bill:

• Pay online through your account on our LiveWell app or website or our secure online bill pay portal.
• Call our automated pay-by-phone system 24/7 at 800-326-2250.
• Mail a check to: Aurora Health Care, P.O. Box 809418, Chicago, IL 60680-9418

Which payment methods do you accept?

• Credit/debit card. We accept MasterCard, Visa, Discover or American Express. Pay online or by calling 800-326-2250.
• Electronic Funds Transfer (EFT). Pay Aurora electronically from your bank’s website.

Insurance

Who gets billed for my visit?

Please provide us with your health insurance information when scheduling your service. That includes billing information for any and all insurances you’ll be using to pay for the service. If you don’t have this information when you call to schedule, it’s your responsibility to provide that information at check in so we can accurately submit your claims.

If your service was the result of a workplace injury or illness, you’ll need to provide the name of the employer and the billing information for any worker’s compensation coverage you may be covered by.

If your injury or illness was the result of an accident where a third party might be liable, we’ll bill your medical insurance. Your medical insurance may then negotiate with the third party to obtain payment.

If you don’t have health insurance and a third party might be liable, we’ll bill the third-party insurance one time as a courtesy to you. However, we won’t follow-up for payment beyond that. The balance will become your responsibility after the courtesy billing and it will be up to you to facilitate payment.

How can I confirm that my insurance plan will cover my visit?

First, you need to find out which services you’ll be receiving at your visit, and how those services will be coded and billed to your insurance company.

Once you know the Current Procedural Terminology (CPT) codes for the services you’ll be receiving, you can contact your insurance company to verify your plan covers those services and to find out how they’ll be paid.

How can I update or change my insurance information?

Just contact us at 800-326-2250 during normal business hours to update your insurance information.

Can I receive an estimate for the cost of a procedure before I receive the service?

You can get a free cost estimate in LiveWell to see a combination of your potential out-of-pocket costs for both hospital and professional services, or by calling us at 800-326-2250. Keep in mind that your final bill will consist of actual services rendered and may differ slightly from the original estimate. The difference will be based on any additional services that were ordered during the course of treatment.

What if I don’t have health insurance?

If you don’t have a payer source (for example, private health insurance, Medicare), you’ll automatically receive a 50% discount on your bill for medical services at Aurora Health Care. If you have questions or need additional assistance, call 800-326-2250 or visit one of our facilities to speak with a financial counselor.

What if I don’t agree with the way that my insurance company processed my claim?

Contact your insurance company directly and start an appeal with them. You’ll need to follow the grievance process that is laid out in your policy with them. If your employer is self-insured, you can contact your employer to initiate a review.

Why is my balance for urgent care services different from my expected bill for the service?

Some urgent care centers operate as hospital outpatient departments, while others operate as clinic-based departments. The insurance company may treat these differently based on your benefits. We can send records to your insurance company indicating that the service was an urgent care service. Contact the Patient Contact Center at 800-326-2250 and they can initiate a request to have a courtesy appeal filed on your behalf.

How do you bill for urgent care services?

Urgent care is a service of Aurora clinics. Your urgent care visit will be billed as a physician office visit – not an urgent care visit. That means you may not see the term “urgent care” on your billing statement at all. Also, any co-pay collected at urgent care will be an office visit copay.

It’s important to fully understand your insurance coverage. If you’re not sure how your insurance handles claims for physician office visits, or if you want to know what your copay will be, be sure to give them a call.

Has my claim been sent to my health insurance company?

Billing your insurance company may take up to 60 days, so please be patient. If you didn’t provide insurance information when you saw your doctor, or if it’s been longer than 60 days and your insurance company still doesn’t have a record of the bill, please email or call our Patient Contact Center at 800-326-2250.

Payments

When is payment of my bill expected?

If there’s a balance due, you’ll receive a billing statement in the mail or in your account on our LiveWell app or website. The full balance is due on or before the due date shown on your billing statement. If the due date on your billing statement is “now,” payment of the full balance is due as soon as possible after you receive your billing statement and before the next statement is mailed.

Do I receive a discount if I am uninsured?

If you don’t have a payer source (for example, private health insurance, Medicare), you’ll receive a 50% discount on your Aurora Health Care medical bills.

Can I receive an estimate for the cost of a procedure before I receive the service?

Yes. Contact us at 800-326-2250 to obtain an estimate for future services. The amount you pay will consist of actual services rendered, which may differ slightly from the original estimate. Total charges will be based on the services that were ordered and performed during the course of treatment.

Can I combine my accounts and make payment arrangements?

Whenever possible, we try to assist you with combining accounts to make paying your bills easier. In certain cases, we are not able to combine bills.

Are discounts available for paying in full?

Sorry, we don’t offer discounts for paying a medical bill in full.

Why was my last payment divided and applied to separate services?

When you make a payment, we apply it to the oldest service listed on your account that still has an outstanding balance. Once that’s paid off, we apply any remaining money to the next-oldest service on your account. This often results in partial payments for separate services, which you’ll see listed on your billing statement.

What if two or more parties pay my claim?

Sometimes there can be confusion as to who’s responsible for your bill. If you’re unclear as to what’s covered by insurance, or if multiple people paid your child’s medical bill, don’t worry – we’re here to help.

If there’s a credit balance on an account, the account is automatically sent to an Aurora team to review for refund action. If you or another individual are owed a refund, this team will process the refund. If an insurance company is due a refund, they are required to request the refund in writing and then the refund will be processed.

Is financial counseling available?

Absolutely. If you’re worried about health care costs or concerned about how you’ll afford your care, you can speak with one of our Financial Advocates.

They can:

• Give you an estimate of costs
• See if you qualify for financial assistance
• Discuss your payment options

Contact a Financial Advocate today by calling 800-326-2250.

What if I have Medicare?

We’re happy to file your Medicare Parts A and B and supplemental insurance claims for you. Medicare will then send payments directly to us.

Remember, Medicare will automatically send some claims to your supplemental insurance. That means you need to notify Medicare if there are any changes in your supplemental insurance plan. Medicare will then send payments directly to us.

Can I set up a payment plan to pay off my balance?

We offer interest-free repayment plans. The length of the repayment plan depends on the total balance due. You must set up a payment plan within certain parameters to avoid collection activity. Accounts that are not protected by a payment plan will continue to age to external collection activity.

To get started, sign in to your account on our LiveWell app or website, or call us at 800-326-2250.

What happens if I can’t pay my bill in full?

If you can’t pay your bill in full, contact us as soon as possible to discuss your payment options and prevent your account from being turned over to a collections agency.

Simply call 800-326-2250 or sign in to your account on our LiveWell app or website to learn about payment options.

If you don’t have insurance, you may be eligible for special discounts or financial help. You can learn more about this on the back of your billing statement, by reading about our Patient Financial Assistance Program, or by calling 800-326-2250.

What happens if my account is past due?

Nobody likes surprises. That’s why we print past-due notices on your statement, so you’re always crystal clear on your account status with us.

If we still don’t hear from you to resolve your unpaid bill, we may:

• Contact you by telephone
• Request a face-to-face appointment
• Send collection letters and emails
• Refer your account to an outside collection agency (which may report your unpaid balances to a credit reporting agency)

I need payment summaries for my taxes or Flex Spending Account (FSA). How can I get them?

We provide a variety of different payment summaries and documentation to help you file your taxes. You can also submit these documents to get reimbursed from your Flex Spending Account (FSA).

We offer several different formats, including:

• Detailed bills
• Guarantor summaries
• Guarantor payment letters

Learn more about payment summaries.