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Patient FAQ
- I need help understanding my bill
- I received a billing statement. How do I know my insurance company paid its portion?
- What if I cannot pay?
- What if I do not have my insurance information at the time of service?
- What other bills should I expect? Can you tell me about them?
- What payment options are available?
- What to do before you need Care
- What to do if you are disputing your bill
- What to do if you did not have your insurance information at the time of your visit.
- Why am I getting a bill now, when services were provided so long ago?
- Why didn't my insurance carrier pay for the services?
- Will my insurance company be billed?
I need help understanding my bill
Answer: If you need help understanding your bill, contact the Billing Department at Vail Valley Medical Center.Our financial team can explain what to expect during the billing process, help you make a plan to ensure payment of your health care expenses, and help you apply for financial assistance if needed.Customer Service Center,970-569-7410 or 888-209-77118:00 am-4:30 pm Mountain Time,Monday through Friday,Fax: 970-569-7453,custsvs@vvmc.com. Financial Counseling970-479-5133,9:00 am-3:30 pm, Monday through Friday,Fax: 970-479-7277,fincounsel@vvmc.com.
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I received a billing statement. How do I know my insurance company paid its portion?
Answer: Any reimbursement from your insurance carrier will be reflected on your statement. In addition, many insurance carriers send an explanation of benefits to their subscribers which details how their medical claim was processed. If you have questions about your insurance payment, please call your insurance company directly. The phone number is usually printed on the back of your insurance card.
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What if I cannot pay?
Answer: The Hospital has a variety of options available to our patients who are uninsured or underinsured, including financial assistance through charity. We will assist you in determining if you qualify for financial assistance, or if there are programs available that may help pay your balance. Please call the Financial Counselors at 970-479-5133.
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What if I do not have my insurance information at the time of service?
Answer: You will be registered as “self pay” during registration, which means you are responsible for paying the entire bill. You should call the Customer Service Center immediately at (970) 777-2850 or 1-888-209-7711 after you get home to provide your insurance information. You may mail a copy of your insurance card to PO Box 1150 Vail CO 81658. Include your name and account number so that it may be entered on the correct account for billing.
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What other bills should I expect? Can you tell me about them?
Answer: As a result of government regulations, most hospital-based physicians and specialists bill for their services separately from the hospital. The separate bill will be from your personal physician, surgeon, anesthesiologist or other independent supplier of medical services. You may reach their offices at the following numbers:
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What payment options are available?
Answer: Vail Valley Medical Center expects payment at the time services are rendered. Co-pays, co-insurance, deductibles and fees for non-covered services are expected at the time of your service. If you are unsure of your co-pay responsibilities, please look at your insurance card, or call your insurance company. If you do not have health insurance and cannot pay in full at the time of service, please call one of our Financial Counselors at 970-479-5133. They can help you apply for a variety of financial assistance programs or set you up on a payment plan.For your convenience we accept cash, personal checks, Visa, MasterCard, Discover and American Express.
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What to do before you need Care
Answer: We encourage you to become familiar with the terms and conditions of your health insurance coverage and review any changes each year. Understanding your insurance coverage can help you avoid unnecessary bills.
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What to do if you are disputing your bill
Answer: Please notify us if you think your bill is inaccurate. Written disputes should be mailed to PO Box 1150, Vail, CO, 81658. If you are writing to us, please include the following information: 1) your name and account number; 2) identification of the charge(s) you feel may be inaccurate; and 3) an explanation of why you believe your bill is in error.If you wish to discuss your concerns with an account representative, we invite you to call our Customer Service Center at 970-569-7410 or at 888-209-7711.
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What to do if you did not have your insurance information at the time of your visit.
Answer: If you were unable to provide complete billing information at the time of your visit, please phone the information to our Customer Service Center within 48 hours at 970-569-7410 or at 888-209-7711.
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Why am I getting a bill now, when services were provided so long ago?
Answer: Once a response is received from your insurance carrier, and we have confirmed that there is additional patient liability, we will bill the patient or guarantor. This process is dependent on when we receive a response from the insurance carrier though, and sometimes it takes a while. In addition, insurance carriers often request additional information (for example, accident details) that could delay the processing of your claim.
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Why didn't my insurance carrier pay for the services?
Answer: To obtain a clear understanding of your benefits and any limitations of your insurance coverage, it's best to contact your insurance carrier directly. They can explain how your claim was processed and/or why it was denied.
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Will my insurance company be billed?
Answer: Vail Valley Medical Center will submit bills to your insurance company when complete information is supplied. Please 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. If your insurance company does not pay within 45 days of billing, please contact them to resolve the delay. Secondary insurance is billed after the primary (or first) insurance has paid.
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