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Patient Billing FAQs

Patient Billing Services 

How much did my insurance pay? 
Your insurance should send you an explanation of your healthcare benefits (EOB) indicating total charges, payments, and any co-payment or deductible amounts. If you have questions about your EOB and what your insurance company paid or denied, please call the Customer Service representatives at your insurance company. 

Is my insurance being billed?
Children’s Hospital bills your insurance company based on the information you have provided about your coverage. We will send you statements to let you know the status of insurance payments. 

Occasionally you may receive a denial from your insurance company for a diagnosis or procedure code. You may ask, "Can you change a code so insurance will accept the claim?" 
Claims for services include diagnosis and procedure coding as required by law. Coding is based on the documentation of services in the medical record. If you believe a code has been applied in error, a request for review can be sent to Children’s Medical Records Department or to the physician who requested the hospital service.

What did insurance pay for and what did they deny?
Your insurance should send you an explanation of your healthcare benefits (EOB) indicating total charges, payments, and any co-payment or deductible amounts. If you have questions about your EOB and what your insurance company paid or denied, please call the Customer Service representatives at your insurance company. 

What does it mean when my insurance company says they need more information from me or more information from our physician? 
Your insurance company can clarify why they need additional information. It is important to note that they will not pay a claim until they receive the information; if they have requested information from you, please contact them immediately.

Why am I being billed?
We have provided an itemized statement containing the charges for services you received at Children’s. Please review the entire statement for helpful messages such as “we are in the process of billing your insurance.” If you need assistance with your statement (bill), please call our Patient Accounts Department at (402) 955-5421 or toll free at 1-866-535-3412. Our office hours are Monday-Friday 8:00 a.m. - 5:00 p.m.

Why am I getting more than one bill?
When your child receives care at Children’s Hospital, many different individuals are involved. Services provided by hospital staff, such as nurses, lab technicians and physical therapists, are billed by the hospital as facility services. Practitioners such as radiologists, surgeons, anesthesiologists and psychologists, bill separately for their services. These bills might or might not have the Children’s logo on them. If you have questions about any of the bills you receive, please call the phone number listed on that particular bill.

You may also receive more than one hospital statement for your child. Each visit to Children’s Hospital is considered as a separate account. Each visit will have its own statement.