Billing and Charge Dispute Process
All billing and charge disputes are initially reviewed by a patient financial liaison within our customer service department:
- If the complaint is determined to be a billing issue, customer service will work to resolve the issue and then follow up with the patient to review the resolution.
- If the complaint is determined to be a charge dispute, the request will be escalated to our revenue integrity department for review.
Customer service will contact the patient within seven business days of their request to provide an update on the status of the dispute.
Billing Issue Examples
- Statement balance does not match the EOB received by the insurance carrier.
- Claim was not submitted to secondary insurance for processing.
- Claim was billed to health insurance in error; it should have been billed to auto, worker's comp, VA, etc.
Charge Dispute Examples
- Statement includes charges for services that were not provided.
- Statement includes charges that do not match services ordered by the provider.
- Statement includes charges billed with a higher level of care than what was seemingly provided.
Revenue Integrity Review Results
Once our revenue integrity team has completed their review, a review results letter will be sent to the patient detailing the outcome of the review and any further actions required by the patient.
Please note, any complaints concerning the quality of care received will be entered into our event reporting system to be reviewed by our clinical safety & excellence team.
Contact Methods
Please use one of the methods below to contact our customer service department regarding any billing issues or charge disputes.
Medical Records
Please visit our medical records page for information on how to obtain a copy of your medical records.
Frequently Asked Questions
- Why am I receiving more than one bill for my office visit? Most Baptist Medical Group providers practice in locations that are considered “provider-based” clinics. This means that these locations are departments of Baptist Hospital. When you visit a Baptist Medical Group provider, you may receive two bills – one for the provider care and another for facility-related expenses. This facility bill covers the cost of support staff, supplies, equipment and more. Your coverage and individual responsibility will vary depending on your insurance plan.
- Why am I receiving multiple bills for services received at one of our hospital locations? You may receive more than one bill for a single hospital stay. These bills are for services provided by physicians, anesthesiologists, radiologists, and other health care professionals.
- How are service costs determined? (reword this) Baptist Health Care works with a consultant to review our prices on an annual basis; prices are established based on our costs, the market and payer contracts. Please visit our financial resources page Financial Resources | Baptist Health Care (ebaptisthealthcare.org) for information on the financial resources we have available for our patients.
- Am I financially responsible for services provided if I left against medical advice (AMA)? If a patient decides to leave AMA, they are still financially responsible for any services provided while receiving treatment at Baptist Health Care, Inc. If you are insured, a claim will be sent to your insurance company for processing. After your claim has been processed, we will provide you with information about any amount you may owe that you did not already pay upon arrival at our facility. Please keep in mind that your policy is binding between you and your insurance company. If you did not follow your insurance plan's terms, they may not pay for part or all of your care.
Additional FAQs can be found at our Patient Financial Resources FAQs