Frequently Asked Questions
What do I need to make an online payment?You will need to have the date of service and your account number to pay online.
How can I pay my bill?You can pay online or via phone or mail. If paying online, you will need your date of service and account number handy.
I disagree with the charges on my statement – what should I do?Please call our Customer Service team (link to Customer Service drop down) to discuss any concerns you may have with your billing statement.
What are your privacy policies? Am I safe to give my credit card to you over the internet or phone?
We know your medical information is personal and we are committed to protect your privacy. We create a record of your care and services to meet legal requirements and to provide you the best care. This notice applies to your medical record that we maintain for services or items we provide you at our locations. Your personal doctor may follow a different notice for your medical record created and maintained in his or her office. We are required by law:
- To keep medical information about you private.
- To give you this notice, explaining our legal duties to protect your privacy.
- To follow the terms of the notice that is currently in effect.
- To notify you if we fail to protect your privacy.
What if my personal or insurance information is incorrect?
Please call our Customer Service team to correct any misinformation on your statement.
What is an Explanation of Benefits?
An explanation of benefits, commonly referred to as an EOB, is a statement sent by a health insurance company to covered individuals explaining what medical treatments and/or services were paid for by the insurance company. The EOB will also indicate what charges may be billed to the patient.
Do you offer payment arrangements?
Our Customer Service team is happy to work with you to establish payment arrangements that fit your needs.
Do you have financial assistance?
At Mercy Health, we recognize the difficulties that unexpected medical problems can cause. That’s why we have financial assistance programs that are designed to assist you in finding resources that may help pay your hospital bill.
Is there someone I can talk to about my bill?
Our Customer Service team is available to help make healthcare easier for you. It would be most helpful if you have your account number and date of service on hand when you call.
What does in-network and out-of-network mean?
In-network health care providers have contracted with your insurance company to accept certain negotiated rates. You will typically pay less with an in-network provider. Out-of-network providers have not agreed to the negotiated rates and therefore your out-of-pocket costs will likely be higher.
What if I receive a bill and it says Mercy Health or one of the providers I worked with is out of network?
Please call our Customer Service team to discuss your bill. We are happy to help.
I just received a bill from more than a year ago. Why did that happen? What can I do?
Please call our Customer Service team to any statements you have received. It would be helpful to have your account number and the date of service available when you call.
How can I pay a doctor's office bill?
Please click here to pay for services rendered at a doctor's office.