A Guide to Bayhealth Billing
All of us at Bayhealth wish you or your loved one a pleasant experience and speedy recovery. We realize this can be a stressful time for you and your family. We particularly understand how frustrating it can be when you are in a hospital as an inpatient, outpatient, emergency room patient or receiving home care services, and you are not familiar with our billing processes.
We want to help you understand the issues involved in paying bills as well as the differences between bills you receive from Bayhealth and other providers. Because billing is separate for hospital charges, doctors’ fees and home care services, it is important that you take a moment to read this guide carefully. Once you do, be sure to keep it with your other financial or health records, as it will make a handy resource.
Before Your Visit
Please become familiar with your insurance plan(s) before your appointment. For each visit, remember to bring the following:
1. Photo identification; if photo identification is not available please provide two other forms of identification.
2. Health insurance card(s)
3. Signed doctor’s requisition, authorization and referral forms.
4. Requested co-payment
These items give us an understanding of your insurance coverage and are needed to bill your insurance accurately and timely. Bayhealth Medical Center is compliant with the Federal Trade Commission mandated guidelines on identity theft; please contact Bayhealth’s Privacy Coordinator at 302-430-5397 for a copy of our policy if needed. Service may be postponed to protect your identification if proper identification is not presented at time of registration. On every visit we will always ask for your health insurance card(s) to ensure accurate billing. This may seem redundant but is necessary because insurance coverage often changes between visits.
If you have been given an arrival time please make all efforts to arrive fifteen minutes before your scheduled time. Bayhealth will send statements to you after your insurance carrier has been billed and we have received payment or determination. You should receive an explanation of benefit from the insurance carrier detailing services provided and claim decision. You may request an itemized statement from our Billing Support Department, located at 522 State St. Dover, Delaware or by phone 302-744-7081. The toll free number is (877) 744-7081.
At the time of your admission, appointment or service, you will need to identify your insurance plan to your Bayhealth registrar. You may be requested to pay for the part of your hospital service or doctor(s) bills that your insurance plan does not cover or make suitable arrangements. This can include co-pays or deductibles. In some instances, you may be required to pay the full amount. As a rule, you should refer to your benefit guide before any hospital, clinic, or doctor’s office visit to find out what is and is not covered under your plan, and whether you will be responsible for any part of the payment.
Please note that our Patient Financial Services Department will file your claim directly with your primary and secondary insurance provider. If your insurance provider does not respond within 60 days of receipt, we may notify you and ask that you contact your insurance provider immediately. If you do not have your insurance card with you at the time of your appointment please provide the insurance information to our Billing Support Department 302-744-7081 or the toll free number 877-744-7081.
If you do not notify us within 48 hours you may become responsible for the entire bill.
At Bayhealth we are committed to the protection of your health information. The privacy rule permits us to use and disclose protected health information for payment purposes. Our “Notice of Privacy Practices” explains your rights and our responsibilities related to payment disclosures and other health information. You can pick up a copy of our privacy notice from any registration site or you may call the Privacy Coordinator whose number is listed on the last page of the guide.
The hospital will take all necessary steps to collect the debt which may include the use of outside services, such as collection agencies, attorneys, etc. Patients with insurance or Medicare should receive the first invoice within seven (7) days of the claim being processed by the insurance company or Medicare. We will send a minimum of three (3) invoices to collect the amount due. In order to avoid your account from being advanced to outside services for collection you should either pay the balance off within four (4) months or make suitable payment arrangements with a Billing Support Representative.
Accounts that are advanced to a collection agency may be reported to a Credit Bureau, which might affect your credit rating. Typically, the debt is reported to the Credit Bureau 31 days after the initial contact from the agency is made. This allows the debtor to clear the debt before the debt is reported.
Our uncompensated care program is based on the Federal Poverty Guidelines for income, family size, and cash assets. Income must be verifiable. Our main source for this verification is the last filed tax return. Please contact our Billing Support Department, 302-744-7081 or the toll free number 877-744-7081, if you believe you may qualify for assistance.
Uninsured admitted patients will be screened for Medicaid eligibility.
Disagreement with our charges and reimbursement from insurance companies will occasionally surface. Our charges are established to meet the financial needs of the medical center. Normally prices for procedures and tests are adjusted annually. Supply charges are related to the cost to purchase the item. Drugs are based on average wholesale prices. When disputes arise with reimbursement from your insurance company we will often appeal their decision directly with the insurance company. However, often these disputes can be resolved more effectively when you contact the insurance company directly. We will be happy to assist you in appealing your claim with your insurance company. Please contact our Billing Support Department for assistance at 302-744-7081 or the toll free number 877- 744-7081.
You may pay by cash, personal check, traveler’s check, money order, or debit/credit card. All Bayhealth sites accept American Express, Visa, Master Card, and Discover Card. ATM’s are available on both campuses. We also offer financial counseling to help identify payment options. Payment Plans We can offer an interest-free payment plan to our qualified customers. These plans must be agreed upon with an authorized representative. The customer cannot pay an amount below the minimum and expect us not to advance the account to a collection agency. Please contact our Billing Support Department at 302-744-7081 or the toll free number 877-744-7081 to establish an interest-free payment plan.
Customers that cannot meet the minimum payments may have their plan outsourced to another company for billing and collection. These plans will be outsourced at the discretion of Bayhealth.
Kent General Hospital
If you have billing questions, call or visit the Billing Support Department, located on the first floor of the 522 S. State Street Building (formerly Charter School). You can make an appointment to speak with a Billing Support Specialist between 8:00 a.m. to 4:00 p.m. or a Financial Counselor between 8:00 a.m. to 4:00 p.m., Monday through Friday. Walk-ins are always welcome. Please bring your insurance card(s), the Explanation of Benefits (EOB) form from your insurance company and your hospital bill. You may make payments in full using cash, check or credit card (Discover, VISA or MasterCard) or agree to a payment schedule.
Milford Memorial Hospital
If you have billing questions, call or visit the Billing Support Department, located at the Cashier's Window on the first floor. You can make an appointment to speak with a Financial Counselor between 8:00 a.m. to 4:00 p.m., Monday through Friday. Please bring your insurance card(s), the Explanation of Benefits (EOB) form from your insurance company and your hospital bill. You may make payments in full using cash, check or credit card (Discover, VISA or MasterCard) or agree to a payment schedule.