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    Frequently Asked Questions

    Q. Why did I receive separate bills for the hospital and the doctor(s)?

    A. These bills are for professional services provided by doctors in diagnosing results while you were a patient. For example, claims for pathologists, radiologists, cardiologists and so on, are separate submissions from the hospital.

    Q. Will you bill my primary and secondary insurance?

    A. You will need to provide us with complete and accurate primary and secondary insurance. We will submit bills to your insurance company and will do everything possible to get your claim paid. It may be necessary for you to contact your insurance company to assist in expediting the claim payment.

    Q. Are itemized statements automatically sent to patients?

    A. No, you must request an itemized statement by calling our customer service department at 860-444-4702.

    Q. Why did my insurance deny my claims?

    A. One or more of the following may apply:

    • The service you received was not covered by your plan
    • You did not provide the correct insurance information at the time services were rendered
    • The service you received was outside your plans network
    • You were not covered by your plan at the time services were rendered
    • Your primary care physician did not process a referral for the services obtained prior to the services being rendered.

    Q. Can I come in and talk to someone regarding my bill?

    A. Yes, our Patient Financial Counselors are here to assist you from 8am-4pm, Monday-Friday or you can contact our customer service department at 860-444-4702.

    Q. What is co-insurance?

    A. Co-insurance is a form of cost-sharing. After your deductible has been met, the plan will begin paying a percentage of your bills. The remaining amount, known as co-insurance, is the portion due by the patient.

    Q. What is a co-payment?

    A. A co-payment is a set fee the member pays to providers at the time services are rendered. Co-pays are applied to emergency room visits, hospital admissions, office visits, etc. The costs are usually minimal. The patient should be aware of the co-payment amounts prior to the date of service based on your insurance benefits.

    Q. What is a deductible?

    A. Deductibles are provisions that require the member to accumulate a specific amount of medical bills before benefits are paid. For example, if a member's policy contains a $500 deductible, the member must accumulate and pay $500 out of pocket before the insurance carrier will pay benefits. Once the patient has met their deductible, the carrier usually pays a percentage of the bill. The patient is liable for the unpaid percentage. Deductibles are yearly, usually starting in January.

    Q. If I have an HMO policy, Can I be billed if they do not pay?

    A. If you have an HMO policy, you should only be billed for the amount specified on the explanation of benefits (EOB) that is provided to you by your insurance carrier provided services were processed in-network. This is usually your co-pay, coinsurance, deductable or any non covered services.

    Q. I belong to a managed care plan. What should I do before coming to the hospital?

    A. Read your insurance plan booklet to be sure you have followed all the guidelines for referrals and authorizations, or call your insurance for assistance. Failure to follow your plan requirements may result in greater out-of-pocket expenses for you. Your primary care physician plays a very important role in this process, if you receive a verbal authorization number; please provide us with this information at the time of registration.

    Q. Why is there an error on my bill?

    A. If you have questions about your bill, or believe that it is incorrect, call the Customer Service department Monday-Friday 8:00AM-4:00PM at 860-444-4702. Unfortunately at this time we do not have a confidential voice mail available after hours Please try to contact us during our business hours stated above.

    Q. I come to the hospital often. Is there any way that I can receive one bill?

    A. Unfortunately no, because of insurance requirements, we may be required to bill each visit separately.

    Q. I don't have any insurance. Is there any help available?

    A. Yes, We can assist you in several ways: we have Financial Counselors who will assist you with applying for Connecticut programs, which can be found here. Or will give you advice on how to proceed. If you do not qualify for any type of Government programs, we can review your financial status to see if you qualify for hospital Free Bed Funds, charity care or specific grants.

    Q. Must I register each time I come to the hospital?

    A. Yes, information gathered from patient registration is stored in our computer system. We retrieve this information each time the patient returns for services and we ask the patient to verify that the information is current and accurate. Medicare requires that specific questions be asked to determine whether Medicare or another payer is primary. Your assistance in verifying the information is always appreciated. Information may be obtained prior to the service, eliminating a stop at the registration office.

    Q. Why am I receiving a refund check?

    A. There was an overpayment to your account. Either you paid too much on the account and/or your insurance paid at a later date and covered some of what you already paid.

    Q. Why is this billed as an outpatient service when I spent the night in the hospital?

    A. For an account to be billed as an inpatient service there must be a physician order. The physician who ordered your services determined that your condition did not meet the requirements for an inpatient admission. The physician's written order dictates whether we bill as an inpatient or outpatient.

    Q. Do you offer payment arrangements?

    A. Yes. Payment arrangements may be made by contacting Customer Service at 860-444-4702 or by contacting our Financial Counselors.