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> Patients & Visitors> Managing My Account
 
Billing Questions

We're available to answer your billing questions at our offices or you can use our Automated Account Information System (AAIS).

Patient Financial Services
Akron General Medical Center
330-344-2000
1-866-440-0257
Automated Account Information System (AAIS)
330-344-1135
1-866-246-3472

You can also search these topics for answers to commonly asked questions:

Appealing Insurance Denials
Automated Account Information System
Before Your Visit
Concerns About My Care
Billing for Therapy or Extended Services
Billing Process Explained
Denied Claims
Detailed Billing
Emergency Treatment
Having a Baby
Insurance Contracts and Billing
Medicare and Outpatient Services
Methods of Payment
Payment Plans
Pricing, Charges and Estimated Charges
Receiving Multiple Bills
Receiving Past Due Notices
Understanding What You Owe
Uninsured or Unable to Pay
Updating Your Account Information
Why Was My Stay Billed as Outpatient?
Why You Must Register

Appealing Insurance Denials
Can I appeal my insurance company's denial?
You can appeal their denial and you should if you feel it is wrong. Review you health plan booklet or call your health plan directly to find out how to file an appeal.

You may also file a complaint with the Ohio Department of Insurance (ODI). You can call their Consumer Hotline at 1-800-686-1526, or file a complaint on-line at www.ohioinsurance.gov/. Click on Consumer Services.

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Automated Account Information System
What can I do on the Automated Account Information System (AAIS)?
You can:

  • Check your account balance
  • Obtain your payment history
  • Request an itemized statement
  • Make a credit card payment
  • Establish a payment plan
  • Obtain information about qualifications to receive free hospital services
  • Obtain information about Community Resources available to help you
  • Request a refund or check the status of a refund
  • Seek help from a Customer Service Representative during business hours

Access our Automated Account Information System (AAIS) 24 hours a day by calling 330-344-1135 or 1-866-246-3472. Have your account number from your statement handy.

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Before Your Visit
I belong to a managed care plan. What should I do before my scheduled visit or inpatient admission?
Read your health plan booklet to be sure you have followed all the guidelines for referrals and authorizations, or call your health plan for assistance. Failure to follow plan requirements may result in greater out-of-pocket expenses for you. Keep documentation of all calls and any paperwork you receive. Your primary care doctor's office plays an important role in assisting you in the process.

If you receive an authorization number, please provide us with the number at the time of registration. If you have already registered, please call us at 330-344-6082 or 1-800-221-6195 and we will add the information to the billing system.

If you have enrolled in a Medicare or Medicaid insurance health care plan, please be sure that you have read the health plan booklet and followed all the guidelines for referrals and authorizations.

Likewise, most employers in the State of Ohio have contracted with a managed care organization (MCO) for management of work related injuries. Please check with your employer or the MCO for the guidelines related to referrals and authorizations.

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Concerns About My Care
I don't feel that I should have to pay my account because of a concern I have with the care I received. How will this be resolved?
Fortunately it is rare that our patients feel this way. However, Akron General does have a Patient Advocate on staff to assist patients that may have a concern about the care received. Please call 330-344-6711 to speak to our Patient Advocate.


Billing for Therapy or Extended Services
I am having some therapy services for an extended period of time. How does the billing process work in this circumstance?
The accounts are billed in 30-day or monthly intervals depending on health plan requirements. Therapy accounts are valid for up to six months. If treatment goes beyond that you will be asked to re-register under a new account number. Please contact us at 330-344-2000 or 1-866-440-0257 if you have any questions on your therapy account.

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Billing Process Explained
I am a new patient at Akron General. Please briefly explain the billing process.
Before services are provided you will be asked to register. This may be over the phone, or in person at the facility. You will be asked to provide a copy of your health insurance card(s). Providing your card(s) is very important, and will help ensure a smooth billing process. After we obtain your health plan information, we will print a registration record listing the information you have provided. Please review it carefully to be sure we have all information correct. Your signature attests to its accuracy and gives us permission to bill the health plan(s) listed.

We will bill your primary health plan and all additional health plans. After they have paid, we will bill you for any patient amounts owed by you (for example, your deductible) that remain. Medical billing is a complicated process, and it may be several months before you will receive a statement showing your personal responsibility. Our statement includes a summary of charges, and a list of any adjustments or payments made. The balance should be paid by the due date shown.

You may receive one bill or multiple bills for a single medical procedure. You will receive separate bills from your doctors (professional bills) and the Medical Center (technical bill). For example, if you have a procedure done at Akron General that requires services from a radiologist, a surgeon, a pathologist and an anesthesiologist, you will receive a separate bill from each professional in addition to your bill from Akron General.

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Denied Claims
Why did my insurance company deny paying my hospital bill?
Unfortunately, there are many reasons why health plans deny paying bills or pay only a portion of your bill. They may not have been able to properly identify you as a subscriber. They may think another payor is responsible for payment. They may think that the service was not covered, or a pre-existing condition existed, or that the service was experimental. Perhaps they applied the charges to deductible or coinsurance amounts. Were you out of network, or did you receive a service without the required pre-authorization?

It is important that you know why your bill was not paid. Many times the explanation is on the health plan Explanation of Benefits (EOB). If not, or if you still have questions, please contact your health plan directly.

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Detailed Billing
How can I get a detailed bill that shows all of the items billed to me?
You can use our Automated Account Information System 330-344-1135 or 1-866-246-3472 anytime to request one or simply call us during business hours at 330-344-2000 or 1-866-440-0257. Whether you're using the Automated Account Information System (AAIS) or speaking with a billing representative, you will need your account number from your statement handy.

If you are enrolled in Medicaid, itemized statements are not available through Automated Account Information System (AAIS). Please contact us during business hours at 330-344-2000 or 1-866-440-0257.

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Emergency Treatment
I belong to a managed care health plan but needed help in an emergency. What should I do now that I've received services?
If you did not contact your primary care doctor or your health plan before you came to the Emergency Department, contact them within 24 hours. Explain the circumstances and ask for authorization. If you are given a verbal authorization number, please call us at 330-344-6082 or 1-800-221-6195 with the information, including the name of the person who gave you the authorization. If your health plan denies the service, you may want to consider filing an appeal based on information in your health plan book.

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Having a Baby
I am having a baby. What do I need to do to be sure my baby's account is covered?
Congratulations! Please make sure you call your employer's benefits department as soon as possible to have your newest family member added to your health plan.

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Insurance Contracts and Billing
How does your contractual agreement with my health plan company affect the billing process?
We will post the appropriate adjustment based on our contractual agreement. If the amount we bill you does not match the amount shown on the Explanation of Benefits (EOB) from your health plan company, please call us at the number on your bill. We will work with you and your health plan company to resolve the difference. In some cases, companies take discounts for which there is no contractual agreement. In these cases, we must look to you for payment or resolution with your health plan.

How long will it take my health plan to pay their portion of the bill?
On average, a health plan will process a claim within 45 days of receiving the bill. We will follow up with the health plan to expedite the resolution of the claim. At times you may need to contact the health plan company to assist in this process.

Why did my health plan pay only a part of my bill?
Most health plans require that you pay a co-payment, coinsurance, and/or a deductible for your healthcare expenses. Your bill may include charges that you are responsible to pay, such as non-covered items or out-of-pocket expenses. Contact your health plan for specific information pertaining to your coverage.

Why do I need to call my health plan if they do not pay the bill?
We will make every effort to obtain payment on the account from your health plan, but we may need your assistance to resolve any concerns. By contacting your health plan and encouraging them to pay will help you avoid receiving a bill for services that should be paid by the health plan.

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Medicare and Outpatient Services
Does Medicare cover everything?
There are some items that are excluded from Medicare coverage such as drugs that can be self administered in an outpatient setting. These include most oral drugs given in the Emergency Department, treatment areas or observation rooms.

Some screening tests and pre-surgical testing charges may not be covered. If you have questions, please discuss them with your doctor's office or with us prior to receiving the tests.

Your Medicare handbook is a good reference for this information. You can obtain one by calling 1-800-MEDICARE (800-633-4227). You can also order, view or download the Medicare & You handbook by visiting www.medicare.gov on the web. Select "Publications."

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Methods of Payment
How do I pay?
You can pay by mailing in your check, money order or credit card information with the remit stub from your statement, you can call our Automated Account Information System 24 hours a day at 330-344-1135 or 1-866-246-3472 to make a credit card payment, or you can call us during business hours to make a credit card or check by phone payment. We accept Visa, MasterCard, Discover and American Express. There is no charge to make a check payment over the phone.


If you have a payment plan and are getting a past due notice, you may have paid less than the agreed upon amount or paid after the due date you selected. Try to catch up on your payments, if possible. If not possible, please call us at 330-344-2000 or 1-866-440-0257 to review your payment agreement terms.

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Payment Plans
Can I set up a payment plan for my portion of the bill?
Yes. However, as a not-for-profit healthcare facility, we cannot maintain balances for extended periods. We will work with you to establish a mutually agreeable payment plan. Call us at 330-344-2000 or 1-866-440-0257 during business hours to speak to a representative or use our Automated Account Information System at 330-344-1135 or 1-866-246-3472.

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Pricing, Charges and Estimated Charges
Can you tell me what the total charges will be before I receive services?
We can provide an estimate. Please call 330-344-AGMC (2462) or 1-800-343-AGMC (2462).

What items are considered in setting your charges?
Many items are considered in determining charges for services, such as costs for supplies, equipment, staff and building and operations overhead. We realize that health care is expensive, but we work to ensure that we keep our costs as low as possible.

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Receiving Multiple Bills
Why can't all the bills - the hospital's and the doctor's - be on one form?
Providers, such as the hospital and doctors, must use their own tax identification numbers and health plan provider identification numbers. We are all required to send separate bills, and you will receive separate Explanations of Benefits (EOB) from the health plans. We realize how confusing it can be. We will do our best to work with you to explain any bill related to services provided at Akron General.

I have been a patient at Akron General many times so I receive multiple bills. It gets confusing trying to keep up with everything.
We understand. The medical billing process is complicated. Because of health plan requirements, we must bill each visit separately, except for recurring therapy or other treatment services. While this does generate a lot of paperwork, it does help make the process more understandable than if all billings were lumped together.

Here's a helpful hint for keeping track of it all: file your bills and health plan's Explanation of Benefits (EOBs) by date of service. That's what we do. This makes it possible to match a bill from a medical provider to the EOB from a health plan. This will help you know when a bill has been paid by your health plan company and will help you confirm we are billing you for the correct balance. Keep any additional correspondence filed by date of service too.

Please contact us at 330-344-2000 or 1-866-440-0257 for help in understanding your bills.

Can I get only one statement?
Once the remaining balance on a bill for a particular date of service becomes your responsibility we can combine multiple dates of service together, unless you have Medicare. You will then receive only one statement. You will be required to establish a payment plan when we consolidate your bills. When additional dates of service become your responsibility, they can be added to your previous combined statement, as long as your account is in good standing. Contact us directly to speak to a representative during business hours at 330-344-2000 or 1-866-440-0257.

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Receiving Past Due Notices
Why am I getting a past due notice when I am paying you each month?
Usually it is because you have not established a formal payment plan with us. Our billing system expects the balance to be paid in full unless a payment plan is established. If you cannot pay the balance in full, you must establish a payment plan. This can be done on the Automated Account Information System anytime at 330-344-1135 or 1-866-246-3472 or by calling us during business hours at 330-344-2000 or 1-866-440-0257.

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Understanding What You Owe
How and when will I know what I owe? What if I have two health plans?
Akron General will bill your primary health plan soon after you receive services, usually within a week or two. After we receive payment from your primary health plan, we will bill the secondary health plan for any remaining balance. The secondary bill is cannot be sent until the primary health plan has paid.

If you do not have a secondary health plan or if the secondary health plan does not pay the balance in full, we will send you a statement for the remaining balance. Once you receive this statement, we expect you to pay the amount indicated. Please take the time to review the summary of charges and call us if you have any questions about this amount. Often, you will receive an Explanation of Benefits (EOB) from your insurance company showing what is paid and what is your responsibility.

How can I find out what I owe you right now?
You can use our Automated Account Information System at 330-344-1135 or 1-866-246-3472 anytime to check your account balance or simply call us during business hours at 330-344-2000 or 1-866-440-0257. Whether you're using the Automated Account Information System (AAIS) or speaking with a billing representative, you will need your account number from your statement handy.

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Uninsured or Unable to Pay
I don't have any insurance. Is there any help available?
We can assist you in several ways. We can assist you through the Medicaid application process. If you do not qualify, based on medical and financial criteria, we can review your financial situation to see if you qualify for the Hospital Care Assurance Program (HCAP), CARE or other financial assistance programs. Call us if you have questions.

I have insurance, but don't have much money and have many medical expenses. Is there any help available for the balance I owe after my insurance?
Please contact us at 330-344-2000 or 1-866-440-0257 to discuss available options.

What happens if I don't pay the bill?
Please call us if you cannot pay your bill. We will work with you to see if you qualify for any available assistance and/or to see if a payment plan can be arranged. If you do not contact us, we have no choice but to assume that you are not willing to resolve your account. We will send unpaid accounts to collection agencies for settlement. We do report delinquent accounts to the credit reporting agencies. Typically, however, this can be avoided with your cooperation.

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Updating Your Account Information
How do I update my address and other information, like my insurance company?
You can update your address through our Automated Account Information System at 330-344-1135 or 1-866-246-3472, on the return envelope when you are making a payment, by calling us at 330-344-2000 or 1-866-440-0257 during business hours or simply telling the registrar when you come in for services.

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Why Was My Stay Billed As Outpatient?
Why was my stay in the Hospital billed as an outpatient service?
Your admitting doctor determines your status by the order he or she writes. Observation is considered an outpatient service, and it is used when your doctor is trying to determine if an inpatient admission is necessary. When you have a hospital stay, ask your physician or your care manager if you have been admitted or are in observation status. Your inpatient and outpatient benefits are different. For Medicare patients, observation status does not count toward the three-day hospital stay requirement for a skilled nursing facility visit, and self-administered drugs will not be covered.

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Why You Must Register
Please explain the registration process. Must I register each time?
Information gathered for patient registration at any Akron General facility is stored in our computer system. We retrieve this information each time you return for services and ask you to verify that the information is current and accurate. There are specific questions Medicare requires that we ask each time you register to determine whether Medicare or another health plan is primary. Your assistance in verifying the information at the time of registration is vital.

We are required to obtain the written physician order for outpatient services. Information about the reason for the visit (diagnosis, symptoms and the physician ordering the test or procedure) must be entered into our computer system to meet requirements of the insurance companies, but most importantly, to ensure that the results are sent to the right places.

If you are receiving a series of treatments, such as physical therapy, chemotherapy or radiation therapy, registration is necessary only once for the period of treatment.

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The information contained on this Web site is intended to be general in nature and may not apply to your particular situation.




Akron General Medical Center • 1 Akron General Avenue (Formerly 400 Wabash Avenue) • Akron, OH 44307 • 330-344-6000 • 1-800-221-4601    © 2014 Akron General Health System
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