Billing and Insurance Frequently Asked Questions

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Learn about the billing process and how to make payments.

About Your Hospital Bill

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

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

Why do I have to give my insurance information every time I visit a Seton hospital?

I would like a copy of my hospital bill. How can I request one?

Should I contact my insurance company before coming to a Seton hospital?

I keep getting bills from you. Why don’t you bill my insurance company?

I am also covered on my spouse’s insurance policy. Will you send bills to both insurance companies?

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

I can’t pay my whole bill at once. Can I make payment arrangements?

Will I be asked to make any payments when I come to a Seton hospital?

How much is my deductible and co-insurance?

If I don’t have any insurance, how do I know how much to pay? Whom do I pay?

Do I need to bring anything with me when I come to a Seton hospital?


Where can I call if I have questions about my hospital bill?
You may call the Patient Financial Services department at (512) 324-1125 or 1-(800)-749-7624 from 8 am to 5:00 pm, Monday through Friday. Please be prepared to provide your medical record number (you will find this number at the top of any correspondence you receive from the billing office). We have also provided, below, answers to some of our patients’ most frequently asked questions. If, at any time, you have a question regarding your hospital bill, do not hesitate to contact one of our Customer Service Representatives. They are eager to answer your questions and assist you in whatever manner they can.

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How soon after I leave the hospital will I receive a bill?
You can expect a bill once we have received payment or denial of payment from your insurance company. If you are paying the bill yourself (that is, if you are not filing with an insurance provider) you should receive a bill within 10 days after you have received service.

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

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I would like a copy of my hospital bill. How can I request one?
Call a Customer Service Representative at ((512) 324-1125 or 1-(800)-749-7624 to request a copy of your hospital bill. You can expect to receive a copy of your bill within 7 to 10 days.

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Should I contact my insurance company before coming to Seton?
That depends on the services you are going to receive and your particular insurance policy and benefits. In general, it is a good idea to review your insurance policy and benefits before receiving medical services. In some cases—for instance, if you are coming in for laboratory tests or a chest x-ray—you may not need to notify your insurance company. However, for many other services—such as an inpatient admission, ambulatory surgery or any invasive diagnostic test/procedure—your insurance company may require that you notify them in advance. Lack of such notification could result in reduced benefits. However, some insurance carriers—particularly Medicare and Medicaid—do not require prior notification.

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I keep getting bills from you. Why don’t you bill my insurance company?
Seton’s patient billing department will send you letters 30, 60 and 90 days after the date of service. Please read this correspondence carefully, as it contains important information regarding the status of your account. If you are covered under an insurance policy or another party is responsible for your hospital bill, yet you receive a letter stating that you are responsible for the bill, contact a Customer Service Representative at (512) 324-1125 or 1-(800)-749-7624. Please be prepared to provide your medical record number, which you will find at the top of the letter, and your insurance information. Your Customer Service Representative will re-issue a bill to your insurance company.

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I am also covered on my spouse’s insurance policy. Will you send bills to both insurance companies?
Seton’s Patient Finance Services Department will coordinate benefits for patients covered by more than one insurance policy. To do this, we must have on file a Coordination of Benefits Form (PDF file). Download this form by clicking the link provided. Bring the completed form with you on your next visit to Seton.

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I just got a letter from a collection agency. Why?
As part of our normal billing process, we make several attempts to contact you to let you know what portion of your bill you are personally responsible for. We determine the amount you are responsible for after we have received payment or denial of payment from your insurance company. You may receive notice from a collection agency if, after repeated attempts to contact you, we have not heard from you.

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I can’t pay my whole bill at once. Can I make payment arrangements?
To make payment arrangements, call our Customer Service Line at ((512) 324-1125 or 1-(800)-749-7624. One of our Customer Service Representatives will work with you.

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Will I be asked to make any payment when I come to a Seton hospital?
Depending on the type of insurance you have, you may be asked to pay your deductible and/or coinsurance.

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How much is my deductible and coinsurance?
Your deductible and coinsurance amounts are determined by the insurance plan in which you are enrolled. This information should be included in your insurance benefits handbook. If you cannot find this information or have other questions, contact your insurance provider.

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If I don’t have any insurance, how do I know how much to pay? Whom do I pay?
If you have questions regarding the expected cost of your services at the Medical Center, contact a Financial Counselor at

Financial Counselor
(512)324-8329
Emergency – Dell Children’s Medical Center

Outpatient Preregistration and Financial Counselors
(512)324-8750
Admitting
University Medical Center Brackenridge

Outpatient Preregistration and Financial Counselors
(512)324-8167
Admitting
Dell Children’s Medical Center

Outpatient Preregistration and Financial Counselors
(512)324-8750
Admitting
Seton Medical Center Austin

Outpatient Preregistration and Financial Counselors
(512)324-8750
Admitting
Seton Northwest Hospital

Outpatient Preregistration and Financial Counselors
(512)324-4262
Admitting
Seton Medical Center Williamson

Patient Business Services
(512) 504-5020
Admitting
Seton Medical Center Hays

The Financial Counselor will be able to give you an estimated cost of your hospital service. You may pay your hospital bill prior to service at the registration/admitting area. A receipt will be issued to you for your payment. Major credit cards are accepted.

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Do I need to bring anything with me when I come to a Seton hospital?
In addition to anything your physician may ask you to bring in, please bring your insurance card 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 that your primary care physician has given you indicating the need for the services you will receive. If this is your first visit to a Seton hospital, we ask that, in addition to your insurance card, you bring in a photo ID such as a driver’s license.

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