Billing: FAQs

As a patient, you should know and understand your insurance plan benefits and your responsibility for any deductibles, co-insurance, or co-payment amounts prior to any visit. Not all services are covered in all insurance contracts. If your insurance plan does not cover a service or procedure, you may be responsible for full payment of the bill.

To find out what your insurance plan covers and what your financial obligation may be, call the Customer Service or Member Services Department of your insurance company (the phone numbers are on your insurance card).

Make sure that your insurance company lists both your doctor and hospital as a participating provider. If you go to an out-of-network provider, you may have a greater financial responsibility for services provided. Your insurance company can assist you in finding an in-network provider to limit the amount of money you will have to pay for care.

You can verify and update your insurance in MyHealth by clicking on "Billing & Insurance" in the left navigation menu then clicking "Update My Insurance."

As a courtesy, we bill both your primary and secondary health insurance carriers. To ensure proper and prompt processing of your claim, please verify the insurance information we have at the time of registration. You can verify and update your insurance in MyHealth by clicking on "Billing & Insurance" in the left navigation menu, then clicking "Update My Insurance."

Statements are issued monthly.

All MyHealth users were opted into paperless billing on 10/1/18. Paperless billing offers patients an environmentally friendly, convenient and secure way to view, manage and pay their bills online.

Yes, you can choose to receive paper statements at any time.

On the web, select "Billing", go to "Billing Summary" and scroll down to select "cancel paperless billing".

On the mobile app, tap on the "Billing" tile. Select a current balance, and then select "Cancel Paperless Billing".

Yes, you can opt back into paperless billing at any time.

On the web: Select "Billing", go to "Billing Summary" and select "Sign Up for Paperless Billing".

On the mobile app: Tap on the "Billing" tile, select a current balance, and select the "Sign Up for Paperless Billing" option.

The option to cancel paperless billing is available once you have had a financial transaction (e.g. paid a co-pay, had a previous bill, etc.) with a Stanford or UHA clinic.

Once a transaction is available, you can opt-in or opt-out of receiving paper statements at any time.

Your insurance provider will send you an Explanation of Benefits (EOB) notice that details the amount it has paid, any non-covered or denied amounts and the remaining balance that you are responsible for paying. Review your EOB carefully, compare it to your Hospital and/or Physician paper statement and call your insurance provider or a Customer Service Representative right away if you have questions or concerns.

Your outstanding balances are viewable in MyHealth. Click on "Billing & Insurance" located in the left navigation menu, then click "Billing Summary." Your outstanding balance(s) will be listed on the right side of the page under "Balance Due."

In the event a customer is owed a refund due to an overpayment, once verified by customer service, that refund will be tendered to the customer by crediting the original credit card or by mailing a check. All requests are handled in a timely manner as our goal is complete customer satisfaction. For any questions concerning a refund due or about our policy, please contact one of our customer service representatives.

The most common insurance denials received on claims are:

• Your insurance carrier needs additional information from you
• You were not covered by your insurance plan on the date of service
• No authorization/referral is on file for services
• The service you received was not covered under your plan
• The insurance information recorded at the time of service was inaccurate, incomplete or outdated

Yes. However, if there aren't sufficient funds on your card to cover the transaction you're attempting, the payment will not be accepted.

To protect the integrity and privacy of your information, credit card information is encrypted during the transaction transmission. Once the transaction is complete, you will have the option of saving your credit card information for future use.

Your payment is due upon receiving a statement in the mail or upon receiving an email notification stating you have a balance due.

If you're having personal financial difficulty, and you cannot pay your bill, please call a customer service representative with the appropriate billing office.

Details for balances referred to a collection agency can be found in the Billing Details tab in MyHealth under the With Collections Agency section.

We accept Visa, MasterCard, Discover, and American Express credit cards.

If you are unable to view part or all of your bill, please contact the billing office.

If you would like to make a payment over the phone or you are having trouble making a payment, please contact the billing office.