Billing FAQs

How do I pay my bill?
What form of payment do you accept?
Where can I call if I have questions about my hospital or lab bill?
Can I make payment arrangements?
Do I need to bring anything with me when I am a patient at MemorialCare Health System?
How can I get an itemized statement of my bill?
How can I receive a copy of a billing statement for a family member?
How soon after I leave the hospital will I receive a bill?
If I have insurance will I be asked to make a payment when I come to a MemorialCare facility?
Why do I have to give my insurance information every time I visit MemorialCare?
Why am I getting multiple bills from one hospital visit?
Does the hospital bill include my physician's fees?
I don’t recognize a physician’s name on my bill.
How do I dispute my bill?
What if I don’t have health insurance or cannot afford to make the total payment due?
Does MemorialCare assist patients with applying for government programs?
Why didn't my insurance company pay my bill?
How does the hospital or lab bill get to the insurance company?
I just received a letter from a collection agency. Why?
How can I get a receipt for my payment?
Should I contact my insurance company before coming to MemorialCare?
How can I find out if my insurance company has paid my account?
I created an account to make a payment online and am unable to view my statements to make a payment. Why?
I have Medicare insurance. What should I expect when I visit MemorialCare?
I have more than one insurance policy. Will you send bills to both insurance companies?
How much is my co-pay, deductible and/or coinsurance?
What if my insurance company does not pay their portion of my bill?
What does my insurance cover?

How do I pay my bill?

You may pay your bill online, by phone, by mail, or in person.

What form of payment do you accept?

For payments made online or by phone MemorialCare accepts Visa, Mastercard, American Express and Discover Card. For payments sent by mail MemorialCare accepts Visa, Mastercard, American Express, Discover Card, cash, checks, traveler’s checks, and money orders.

Where can I call if I have questions about my hospital or lab bill?

You may call Patient Financial Services. Our Phone Numbers & Hours

Can I make payment arrangements?

Payment is expected at the time services are rendered. However, MemorialCare provides short-term, interest-free payment plans. Please contact our office and a representative will be able to assist you with financial counseling and will answer any questions you may have regarding payment.

Do I need to bring anything with me when I am a patient at MemorialCare Health System?

In addition to anything your physician may ask you to bring in, please bring your insurance card, photo ID, and any other documents that will be useful in the registration and billing process. For example, you should bring in any referral or authorization form(s) that your primary care physician has provided to you. Please be prepared to pay any amount that will be due from you.

How can I get an itemized statement of my bill?

Contact Patient Financial Services to request an itemized statement.  Our Phone Numbers.

How can I receive a copy of a billing statement for a family member?

Download the Billing Records: Authorization to Use and Disclose Protected Health Information form. Have the patient or guardian complete the form and submitted it to Patient Financial Services along with a copy of a valid photo I.D. In Section 3 of the form, indicated the name of the Representative that will be receiving the copy of the billing statement.

How soon after I leave the hospital will I receive a bill?

If you don’t have insurance coverage you should receive a bill within 10 days. If you have insurance coverage, you will receive a bill once we have received payment or denial of payment from your insurance company.

If I have insurance will I be asked to make a payment when I come to a MemorialCare facility?

Depending on the type of insurance you have, you may be asked to pay your co-pay, deductible and/or coinsurance.

Why do I have to give my insurance information every time I visit MemorialCare?

We ask for your insurance information every time you visit. This gives us the opportunity to verify your insurance coverage and benefits to ensure that our records are accurate and up to date. Patients and/or employers change insurance carriers and plans with great frequency. To process your bill quickly and accurately, we ask for your insurance information on every visit.

Why am I getting multiple bills from one hospital visit?

You may receive separate bills from physicians (including radiologists, surgeons, anesthesiologists and other specialists) and other providers involved in your care.

Does the hospital bill include my physician's fees?

No. Pathologists, radiologists, cardiologists, anesthesiologists, emergency room doctors and other specialists who provide services to you are required to submit separate bills. If you have any questions about these bills, please call the number printed on the statement you received from them.

I don’t recognize a physician’s name on my bill.

If you have certain tests or treatments, you may receive bills from physicians you did not see in person. These bills are for professional services rendered by the doctors in diagnosing and interpreting test results while you were a patient.

How do I dispute my bill?

Please notify us if you think your bill is inaccurate. Written disputes should be mailed to Patient Financial Services at P.O. Box 20894, Fountain Valley, CA 92728-0894. You can also fax to 714-377-3572. If you are writing to us, please include:

  • Your name and account number.
  • The charge(s) that you believe may be inaccurate.
  • An explanation of why you believe the bill is in error.

If you wish to discuss your concerns with a representative, we invite you to call Patient Financial Services. Our Phone Numbers.

What if I don’t have health insurance or cannot afford to make the total payment due?

You can contact our Patient Financial Services office and one of our representatives will provide information for various financial assistance programs. For more information about financial assistance.

Does MemorialCare assist patients with applying for government programs?

If you do not have health insurance you may qualify for a government program. You can contact our Patient Financial Services office and one of our representatives will provide you with information regarding these programs. For more information about government programs.

Why didn't my insurance company pay my bill?

The Explanation of Benefits (EOB) you received from your insurance carrier explains in detail the services that were either paid or denied. If you need further assistance determining the reason(s) why your insurance company did not pay for your bill, please contact your insurance carrier directly.

How does the hospital or lab bill get to the insurance company?

The hospital will submit your bills to your insurance company as a courtesy and will do everything possible to expedite your bill. Remember that your policy is a contract between you and your insurance company and you have the final responsibility for payment of your hospital bill.

We have several payment options available to assist you in paying your bill. Co-pays and deductibles are collected at the time of service, when possible.

I just received a letter from a collection agency. Why?

Your account remained unpaid after several attempts to contact you. We use outside agencies to assist in the collection of unpaid accounts.

  • The Outsource Group (MediCredit)
    800-621-9859
  • Progressive Management Systems (PMS)
    866-767-1036

How can I get a receipt for my payment?

If you made a payment online your receipt will be sent to you by e-mail. If you made a payment by phone your receipt will be sent to you by e-mail or mail. If you made a payment by mail your receipt will be mailed to you. If you made a payment in person a receipt will be provided on-site.

Should I contact my insurance company before coming to MemorialCare?

We recommend that you review your insurance policy and benefits before receiving medical services.

How can I find out if my insurance company has paid my account?

You will receive an Explanation of Benefits from your insurance company. The statement you receive from MemorialCare will show the most recent payments and adjustments. If you are still uncertain, you can contact your insurance company directly; refer to your Explanation of Benefits or contact Patient Financial Services.

I created an account to make a payment online and am unable to view my statements to make a payment. Why?

If you are unable to view your statements please contact us by phone for assistance.

I have Medicare insurance. What should I expect when I visit MemorialCare?

If you are a Medicare patient, you will be asked a series of questions regarding your status including other insurance you may have; and your retirement. These questions are required by law and must be asked each time you visit us. If you are covered by Medicare, we will submit your bills to Medicare on your behalf. We are required by Medicare to provide only those services approved by Medicare as deemed medically necessary. In the event that Medicare does not cover the service, you will be asked to sign a notice that makes you financially responsible for the services provided. You will be responsible for services not covered by Medicare.

I have more than one insurance policy. Will you send bills to both insurance companies?

It is the patient/guarantor’s responsibility to notify us which insurance is primary and which is secondary. MemorialCare will send a bill to your secondary insurance after the primary insurance has either paid or denied the bill.

How much is my co-pay, deductible and/or coinsurance?

Your co-pay, deductible and/or coinsurance amounts are determined by the insurance plan in which you are enrolled. Please refer to your insurance benefits handbook. If you cannot find this information or have other questions, contact your insurance provider.

What if my insurance company does not pay their portion of my bill?

We make every effort to ensure your bill is paid appropriately. However if we are unable to obtain payment from your insurance carrier, we will notify you that the bill remains unpaid. We will request that you contact your insurance company to expedite processing and payment of your bill. If your insurance company fails to make any payment on your account we may seek payment from you.

What does my insurance cover?

It is your responsibility to contact your insurance company prior to having services provided to ensure that you understand your insurance benefits. If your insurance company’s requirements are not followed, you may be financially responsible for services rendered at the hospital. Some physician specialists may not participate in your healthcare plan and their services may not be covered.