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Frequently Asked Questions

Why do I get multiple bills?

Billing for medical treatment is very specialized. You may receive more than one bill from a single visit.

The UVA Physicians Group bills for services associated with UVA Health System providers. Providers are doctors, dentists, nurse practitioners, interns, or physician assistants who provide service to you as a patient. These professionals also consult, analyze lab results, and read X-rays in collaboration with medical staff from other facilities. The Physicians Group combines all of the charges for provider services under one medical record number for each patient and sends one bill per patient per month.

UVA Health System bills for UVA hospital services, lab tests, or use of equipment or facilities. UVA Health System uses the same medical record number that the Physicians Group uses.  However, the Medical Center sends bills for each outpatient encounter and each inpatient admission.

UVA Health System patients may also receive bills from OIA Imaging (radiology and imaging services), McKesson (pathology services), JL Walston (collection agency for the UVA Physicians Group), and other entities as UVA Health System providers collaborate with other facilities and providers to deliver world class patient care.

Are there translators who can help patients who don't speak English with billing questions?

Translation services are available by calling 434.980.6110 or 800.868.6600, Monday-Friday, from 8am-5pm.

¿Hay los traductores que pueden ayudar a los pacientes que no hablan inglés con preguntas de la facturación?

Servicios de traducción están disponibles por llamar 434.980.6110 o 800.868.6600, lunes-viernes, 8 de la manana-5 de la tarde.

My health insurance has a co-payment, deductible, and co-insurance. What's the difference?

Most health insurance plans require co-payments, have deductibles, and/or have co-insurance percentages. These are amounts owed by the policy holder or patient and can vary from one insurance plan to another. The copayment amount, deductible amount, and co-insurance percentages are usually listed on your insurance card and more details about your insurance plan can be found in your policy handbook.

Co-payment:

A cost-sharing arrangement between the policy holder and their insurance plan in which you pay a specified amount for a specified service within a participating network, such as $15 for an office visit. You usually make your co-payment at the time the service is rendered. Co-payments may be in addition to certain co-insurance and deductible payments. Many insurance plans have higher copayments for specialist visits and emergency room services.

Deductible:

A dollar amount you must pay out-of-pocket before the insurance company begins to pay at the co-insurance level. For example, if you have an individual deductible of $200, you must pay $200 of your health care costs before your insurance company pays any percentage. A family deductible defines how much your family must pay out-of-pocket before insurance pays any percentage. The deductible calendar year may vary. Please refer to your insurance plan manual for specifics regarding your plan.

Co-Insurance:

Cost sharing between you and the insurance company, defined as a percentage. For example, suppose a policy offers 80/20 co-insurance on the first $5,000 of medical claims. The insurance company would pay 80% or $4,000 of the first $5,000 of medical claims and you would pay 20% or $1,000, after which the insurance company will pay the remainder as defined in the policy. Coinsurance often applies after you meet your deductible.

I received something from my insurance company that says the amount due is zero. Why?

You may receive an Explanation of Benefits (EOB) from your insurance company after services have been submitted to your insurance company and processed by them. An EOB is not a bill! It is for your information only. The EOB will show how your insurance company processed the charges that were submitted to them by the provider of service. An EOB will show how charges were paid, tell you why charges were denied, or indicate what additional information, if any, is needed and who needs to submit the additional information for processing of the claim. If the EOB shows an amount due, a bill will be sent with payment details from the provider of service.

My bill has the wrong insurance information on it. What should I do?

Please have your statement and insurance card available and contact the UVA Physicians Group at 434.980.6110 or 800.868.6600. A Patient Representative will ask for information from your insurance card, make the necessary corrections in our billing system and have the claims reprocessed for you.

You may also submit the information by mail by checking the box on the bottom of your payment coupon from your statement and completing the information on the back. Then follow the mailing instructions shown.

Can I pay by phone or Online?

Please call 434.980.6110 or 800.868.6600  or visit our BillPay site to make an online Quick Payment. Physicians Group Patient Representatives can take payments by telephone from 8 am to 5 pm Monday - Friday. We accept Visa, MasterCard, Discover, American Express, checks and savings accounts both by phone and online. Automated payment services are also available 24 hours a day, 7 days a week using the phone numbers. In order to use the automated services, you will need to have your medical record number available.  The 7-digit account number on your UVA Physicians Group statement is your medical record number.

Where do I mail payments?

UVA Physicians Group
PO Box 9007
Charlottesville, VA 22906-9007

Additional information can be found on your statement.

If I need to call on behalf of a friend or family member, what should I do?

Federal HIPAA privacy regulations require that a patient fill out an authorization form in order for his or her Personal Health Information (PHI), including billing information, to be discussed with others.

Patients should complete a UVA Physicians Group Authorization Form and return it to:
UVA Physicians Group
PO Box 9007
Charlottesville, VA 22906-9007.

Why did I get a bill for services? I've never been to the place named on my bill.

In addition to the physicians of the UVA Health System Center, the UVA Physicians Group processes billing for a number of facilities, including Rockbridge Medical Center, Virginia Imaging OIA, and Page Memorial Hospital radiology. UVA physicians consult with doctors from all over the world, especially in the field of pathology, to provide world class care.

My insurance company should pay for everything and it didn't.  Why not?

Your health insurance coverage is defined in a contract between the insurance company and you. While our staff can help you to understand your billed charges, you need to call your insurance company with questions regarding unpaid charges.

How can I apply for financial assistance with my bills?

UVA Health System's Patient Financial Services (PFS) conducts financial screenings to determine a patient's ability to pay. Please call Patient Financial Services at 434.924.5377 or 800.523.4398 or visit their web site at www.healthsystem.virginia.edu/internet/pfs/

Necessary financial screening forms can be found on the PFS site.

I have Medicare but I'm being billed. Why?

Medicare coverage has two parts. Part A primarily provides hospital insurance, but also includes limited skilled nursing home care, hospice care, and some home health care services. Medicare Part B primarily provides medical insurance and includes doctors' services, outpatient hospital care, and other medical services that are not covered by Part A. If you only have Part A coverage, you will be billed for provider services and other uncovered expenses. Medicare also has an annual deductible and co-insurance, and does not pay for non-covered services nor elective procedures.

My insurance company sent me a check to cover a UVA Physicians Group bill.  What do I do with it?

If the insurance check is entirely for UVA Physician Group providers, you may endorse the check to the UVA Physician Group and mail it to the address below with the EOB. Or you may deposit the check and send your personal check, along with the EOB to us.

Mail to:
UVA Physicians Group
PO Box 9007
Charlottesville, VA 22906-9007

Why did I receive a refund check?

There are many reasons why a refund check is issued. An explanation can be found on the refund check stub, along with the phone number of the Refund Analyst who generated the refund check, if you need more information.

How can I find out what a service will cost in advance?

The UVA Health System provides a rate estimate line for questions concerning cost of services by calling 434.243.7283

What automated options are available by phone?

By calling 434.980.6110 or 800.868.6600 and entering your Medical Record Number, you can:

  • pay by phone with a credit card, checking account, or savings account
  • check your account balance
  • get information regarding your last statement
  • obtain the UVA Physician Group business hours and mailing address
  • receive an overview of our billing statement

Helpful links about Medical Insurance and Billing

UVA Patient Financial Services conducts financial screenings to determine a patient's ability to pay. Necessary forms can also be found here.  http://www.healthsystem.virginia.edu/internet/pfs

Definitions of Health Insurance Terms

http://www.bls.gov/ncs/ebs/sp/healthterms.pdf

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