Questions About Your Medical Bill

Southern New Hampshire Medical Center’s expert help is just a phone call away.

Our friendly patient relations representatives and financial counselors are here to help. Jennifer Levin, Patient Relations Team Lead, offers some helpful tips about how to talk with your medical insurance company and how to work with our patient relations team to resolve billing issues. Her advice: “Take an active role in managing your family’s health insurance and medical bills.” Here, she offers answers to frequently asked patient questions.

What’s the single best piece of advice you can give me to help manage my health insurance benefits and bills?

Keep a detailed health diary for each family member. Record each office visit, test, or procedure. (This is also helpful in keeping track of your family’s health records.) Also log each phone conversation with a health care organization, including calls to your insurance company. Record the date, time, and the first name and last initial of the person you talk with. Write down what they tell you. This information can go a long way in helping to resolve any future concerns.

Who should I call if I have a question on my bill? How quickly should I expect the problem to be resolved?

Call the billing office number printed on your statement and leave a message, if necessary. We will respond to your call promptly and work closely with you until your question has been answered. Sometimes we can resolve a problem immediately and other times, it may take several weeks, depending on how much research needs to be done.

My insurance company didn’t pay all or some of my medical bill, as expected. Why?

You should check with your insurance company about this, especially if you are receiving ongoing medical care. But keep in mind that there are many different types of insurance policies. You may be charged a deductible, co-pay, or co-insurance amount for some services and not for others.

Can you explain my health insurance coverage to me?

If you have a question about your health insurance, you should refer to your policy handbook or call your insurance company directly. (See “How to Talk with Your Insurance Company.) Insurance policies vary widely. Our staff is highly qualified to resolve billing and payment issues, but they are not able to explain individual plans.

If I receive a bill that I believe is in error, should I “file” it away and wait to receive a second bill?

No. You should call us immediately. Don’t wait to address a question because you think the insurer and the medical organization will work things out.

What if The Medical Center’s billing office can’t resolve my problem?

We wish we could help everyone, but that’s not always the case. Sometimes we have to direct you to speak with another organization or insurance company. When we can’t address a concern ourselves, we try our best to point you in the right direction quickly.