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Patients and Visitors

Billing FAQ


pdf Download a copy of the FAQ


  1. When will I get my bill?
  2. Where can I call with questions about my hospital bill?
  3. Why do I have to provide my insurance and personal information every time I visit St. Thomas Facilities?
  4. How will I know if my insurance company has paid my bill?
  5. I keep getting bills from you. Why don’t you bill my insurance company? Why do I need to call the insurance company if they do not pay?
  6. Why are there bills from various doctors?
  7. Will you bill my primary and secondary insurance?
  8. Do I need to let my insurance company know that I am in the hospital?
  9. Why did my insurance deny the claim?
  10. I have been contacted by a collection agency. Why was this done and what should I do?
  11. Do you offer payment plans if I cannot pay in full?
  12. I cannot pay my bill. Do you offer Financial Assistance?


  1. When will I get my bill?
    If you are filing with an insurance provider, you can expect a bill once we receive payment from your insurance company. If you are paying the bill yourself (if you are not filing with an insurance provider), you should receive a bill within 10 days after you receive service.


  2. Where can I call with questions about my hospital bill?
    • Saint Thomas Rutherford and Saint Thomas West Hospitals: (615) 222-6638 or (800) 242-7416
    • Saint Thomas Midtown Hospital (615) 284-5340 or (800) 489-5604
    • Saint Thomas Hickman Hospital (877) 664-4076
    • Saint Thomas River Park Hospital (800) 725-8420
    • Saint Thomas Highlands Hospital (931) 738-4138
    • Saint Thomas DeKalb and Saint Thomas Stones River Hospitals (615) 215-5338

    Our Customer Service representatives are available from 8 a.m. to 5 p.m. Monday through Friday, excluding major holidays. Please be prepared to provide the account number listed on your billing statement.


  3. Why do I have to provide my insurance and personal information every time I visit Saint Thomas Facilities?
    We ask for your insurance information every time you visit to ensure our records are accurate and up-to-date. Patients and/or employers change insurance carriers and addresses often. Ensuring we have the most up-to-date information allows us to process your bill quickly and accurately.


  4. How will I know if my insurance company has paid my bill?
    Your insurance company will send you an explanation of benefits (EOB) after your claim has been processed. The explanation of benefits lists the amount the hospital billed the insurance company, the amount the insurance company paid and the amount you owe. If your claim is denied, the explanation of benefits will explain the reason for denial.

    Please be aware there may be actions you must take with your insurance company (such as updating your information or providing information on the cause of your visit) in order for the insurance company to pay your bill! If there is a balance due from you after the insurance company has paid its portion, we will send you a statement. This statement indicates the amount that has been paid by your insurance and any remaining balance you are required to pay.


  5. I keep getting bills from you. Why don’t you bill my insurance company? Why do I need to call the insurance company if they do not pay?
    Our billing department will send you letters/statements after the date of service regarding any outstanding balances. 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, please contact a customer service representative.

    Please be prepared to provide your account number – which is located at the top of the letter – and your insurance information. Your customer service representative will guide you through the appropriate next steps based on the information you provide.


  6. Why are there bills from various doctors?
    Hospital charges and physician services are billed separately. While you were a patient there may have been physicians involved in your care that you did not see directly (i.e. radiologists, anesthesiologists, pathologists, etc.). These physicians bill separately for their professional services.


  7. Will you bill my primary and secondary insurance?
    As a service to you, we will bill your primary and secondary insurance providers as long as we have your insurance information on file. After your primary insurance provider has paid its amount, your secondary insurance will be billed.

    In order to provide you reliable billing services, it is important that you notify us of changes in your insurance coverage in a timely manner. If your insurance information and/or changes are not supplied within the time frame allowing the facility to bill a claim on your behalf, any balance which would have been billed to your insurance may be considered your liability.


  8. Do I need to let my insurance company know that I am in the hospital?
    This depends on the services you will receive and your particular insurance policy and benefits. It is generally a good idea to review your insurance policy and benefits before receiving medical services.

    In some cases, 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 you to notify them in advance. Lack of such notification could result in reduced benefits.


  9. Why did my insurance deny the claim?
    The most common reasons for denial of a claim:
    • The service you received was outside your plan's network.
    • The service you received was not covered under your plan.
    • You were not covered by your plan at the time of service.
    • You did not provide the correct insurance information at the time of service.

    We recommend you contact your insurance provider to determine specifically why your claim was denied.


  10. I have been contacted by a collection agency. Why was this done and what should I do?
    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.

    Please contact the collection agency directly for more information. If you have further questions about your balance or account which they are unable to answer, please contact our customer service department.


  11. Do you offer payment plans if I cannot pay in full?
    Yes, we are happy to offer payment plans with no interest charged. To set up a payment plan, please contact our customer service department and they will be happy to help set your account up on a payment plan.

    Even if you make payments on your account but have not called us to set up a payment plan, your account will not remain in good standing. You must contact us to set up a payment plan if you need to make monthly payments.


  12. I cannot pay my bill. Do you offer Financial Assistance?
    In accordance with our Mission and Core Values, Saint Thomas Health is committed to caring for all people regardless of their ability to pay, with special attention to those who are poor and vulnerable. Saint Thomas Health offers financial assistance and financial counseling to address any financial concerns patients or families may have regarding their care.

    More information about our Financial Assistance program, including forms and contact information, can be found here.