Billing and Insurance FAQ
- When will I receive a bill?
- When do I become responsible for my bill?
- How can I pay my bill?
- Who can I talk to with questions about my bill?
- How can I request an itemized statement?
- Should I bring my insurance card with me to the hospital?
- Do I need to let my insurance company know that I'm going to be in the hospital? What will they cover?
- How do I know if my insurance company will cover my visit or certain services?
- Will you bill my insurance company for me?
- How will I know if my insurance company has paid my bill?
- Why didn’t my insurance pay for some services?
- How do I follow-up with my insurance company?
- What do I do if I disagree with how much my insurance company has paid on my bill?
- Will I be required to pay anything when I arrive at the hospital?
- Does UF Health provide free care for patients without insurance?
- Does UF Health accept my insurance?
- Can I still go to UF Health if my insurance plan is out of network?
- How much will Medicare or Medicaid pay?
- Why do I have to give you information about other insurance if I have Medicare coverage?
- Do I have to sign any forms before UF Health can bill Medicare?
- I have health insurance in addition to Medicare coverage. Will you bill that insurance company also?
- What is the Medicare Explanation of Benefits form?
- What is the difference between Part A and Part B Explanation of Benefits forms?
- What should I do with the Explanation of Benefits forms?
- Should I pay the balance that is listed as "your total responsibility" on the Explanation of Benefits form?
- Will I have to pay any money for my hospital visits?
When will I receive a bill?
After we receive payment or denial of payment from your insurance company, we will send you a statement with your remaining balance due. Statements are mailed out on a monthly basis. Normally insurance companies will pay or deny claims within 30 – 45 days of submission.
You are legally responsible for your bill at the time service is rendered. We require all patient balances be paid upon notification.
- UF Health Customer Service Representatives are available Monday through Friday, from 8:30 - 5:00 pm, to answer your questions about bill and payment related concerns. Please have your patient account number ready (it's at the top of your billing statement)
- Call us at (352) 265-7906 or (888)766-8154, or
- Email us through MyUFHealth's Ask Customer Service section or at firstname.lastname@example.org
- Call our Customer Service department at (352) 265-7906 or Toll Free at (888) 766-8154, or
- Email us through MyUFHealth's Ask Customer Service section or at email@example.com
Yes, the information on your insurance card is needed for the hospital to file a claim with your insurance company or companies. When you register we will ask for information about your insurance coverage and have you sign a few forms. This registration process goes much faster when you bring your insurance information with you.
Do I need to let my insurance company know that I'm going to be in the hospital? What will they cover?
Insurance coverage varies between plans and employer groups. It is best if you contact your insurance to discuss any pre-certification requirements prior to arrival.
Coverage varies with each insurance company per your contract. Please refer to your member handbook or call your insurance company with questions.
Yes, as a courtesy we will bill your insurance company. It is your responsibility to provide any requested information to your insurance company (accident information, claim forms).
After your insurance receives and processes your claim you will receive an Explanation of Benefits (EOB) from your insurance company explaining how your claim was handled. The EOB will show amount of payment, patient responsibility and/or denials. If there is patient responsibility due, we will send you a statement. . You are required to pay this bill in full or will need to contact the UF Health Customer Service at (352)265-7906 or Toll Free at: (888) 766-8154.
Insurance policies vary on what services are covered under your plan. Consult with your employer and/or health insurance company directly to know and understand your specific benefits.
Before you call, have available your insurance card, date of service, facility name, original billed amount, patient name and claim number if applicable. Obtain satisfactory status of account. If paid, ask when and to whom. Note this information and with whom you spoke to at the insurance company. If the bill has not been paid, find out when the anticipated payment date is and ask if they need anything from you. If the bill is not paid in the stated timeframe, follow-up with the insurance company again and, if necessary, request to speak to a supervisor.
If you disagree with the insurance company's payment amount, contact the insurance company and ask them to review how the claim was processed. If the insurance company finds that an error was made, note the information and whom you talked to at the insurance company. Request an anticipated payment date and ask if they need anything from you. If the insurance company feels the bill was paid correctly and you still disagree, find out from the insurance company what you need to do to file an "appeal" with them. Filing an appeal will not guarantee that the insurance company will pay more on your bill, but the claim will be reviewed for reconsideration.
Upon admission, if you have medical insurance, you may be asked to pay a deductible or copay depending upon your insurance plan. If you do not have healthcare coverage, you will be asked to pay in full amount of your estimated charges at the time of service. If you cannot afford to make the payment in full, you will be asked to speak with one of our Financial Counselors to establish payment arrangements.
UF Health is a state and federally funded hospital. UF Health does provide an assistance program for those that qualify.
For specific information, please contact UF Health Customer Service Department at (352) 265-7906 or (888) 766-8154 (Jacksonville patients, call (904) 244-4015), or view financial assistance policies for each facility below:
UF Health participates in most Commercial/ Managed care plans. If you have questions as to whether or not we participate in the plan you have, please check with your insurer.
In cases of emergency, go to the nearest emergency room. Your insurance will generally cover the ER costs or will transfer you to an in-network hospital once you are stable. For other services, you may be required to pay a larger out of pocket portion on your bill. To be sure, contact your insurance company directly to discuss.
Medicare and Medicaid will pay for hospital services. You will be responsible for the co-payment. If you belong to a Medicaid Managed Care Plan or if you signed over your Medicare benefits to a managed care plan, you may need an authorization to see a UF Health physician or receive hospital services. Visit our Insurance information online to find out more specific information.
Medicare requires us to bill any insurance company that could have responsibility for your expenses before we bill Medicare. In fact, Medicare will not allow us to file claims until the other insurer has denied claims. In certain situations, the hospital must consider the possibility that another party may be responsible for your expenses before we bill Medicare. For example, if you were injured in a car accident, at your work site or on someone else's property, it is the hospital's responsibility to make sure those claims are filed appropriately. Consequently, we need to have complete information about all insurance coverage you have.
You will be asked to sign a Consent for Treatment form each time you receive services. You will also be asked questions each time you receive services that Medicare requires we ask.
You may contact GHI/COB Customer Service Center at (800) 999-1118 to update your common working files master files.
I have health insurance in addition to Medicare coverage. Will you bill that insurance company also?
If you have given us information about your additional health insurance, we will bill that insurance company after Medicare makes their payment.
The Explanation of Benefits form is an information document that Medicare sends to you after it has processed your medical claims. The Explanation of Benefits form provides you with information about the payment status of your bill.
Part A covers inpatient hospitalization and Part B covers outpatient and physician services.
We recommend you keep the Explanation of Benefits forms you receive from Medicare until all your medical claims have been paid in full. If you have other health insurance in addition to Medicare coverage, your insurance company will normally require a copy of the Explanation of Benefits from you before they will pay any remaining balance on your account.
Should I pay the balance that is listed as "your total responsibility" on the Explanation of Benefits form?
No. This amount could change depending on your individual insurance coverage. You should wait until you receive a bill from your medical provider before making payment.
As a Medicare patient, you will only be responsible for non-covered charges, co-pays and deductible amounts. These amounts may vary depending on your Medicare coverage. We do not know what your payment may be until we receive the notification from Medicare. Once Medicare lets us know your responsibility, we will bill your other health insurance company (if you have coverage) for the balance. If you do not have other health insurance, you will be billed for the balance.