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Frequently Asked Questions

Myths and Facts

Myth: By providing the Goodland Regional Medical Center (GRMC) or Family Health Center (GFHC) with your insurance information, your bill is "automatically taken care of."

Fact: Billing your insurance is a service provided to you by GRMC & GFHC and does not in any way relieve you of the responsibility of paying for your bill. Please contact our office periodically to check on the status of insurance claims or your balance to ensure your account does not become delinquent.

Myth: If you have Kansas Medicaid benefits, you should never receive a bill from the GRMC or GFHC for your services.

Fact: While there is generally a co-pay and spend down requirement for Medicaid beneficiaries, there are also certain services not covered by the Kansas Medicaid program. You will be responsible for payment of these types of services. Please contact your Medicaid caseworker to discuss what services may not be covered.

Myth: I received a statement from GRMC or GFHC in the mail. My insurance is going to pay, so I can throw it away unopened.

Fact: We often use monthly statements as a way to communicate with you, particularly when phone calls were unsuccessful. Please open all statements as they may contain important requests for information. Your account may become delinquent if these requests are ignored.

Billing Questions

Q: I keep getting monthly statements from GRMC or GFHC with different account numbers on them. What do all those numbers mean?
A: Each time you visit the GRMC or GFHC; you are assigned a new patient account number. This keeps each visit separate for the purpose of filing insurance claims, etc. An exception to this rule is if you are making repeated, scheduled visits for services such as physical therapy, infusion therapy, cardiac rehab, etc. These recurring visits are cycle billed on a single account.

Q: I have a question about my husband/wife/son/daughter's account. Can I legally receive information about their hospital visit?
A: NO. Federal regulations prohibit our office from releasing information on patients over 18 years of age to anyone other than the patient. We must have written consent from the patient in order to release information to a parent, guardian, or spouse. The exception to this rule is when a parent, guardian, or spouse is the insurance policyholder- the Business Office may release financial information only. We may only legally release patient information to parents or guardians of children less than 18 years of age.

Q: Why can't you talk to me about my 22 year old son's account and tell me why he was there?
A: According to the federal Health Insurance Portability and Accountability Act of 1996 rules and regulations, we may not discuss any aspect of patient treatment with anyone other than the patient if they are over 18, unless we have the patient's written consent.

Q: I am scheduled to have surgery at GRMC next month. How much will my bill be?
A: There is no way to precisely determine the amount of a surgery bill due to the fact that each patient's situation and needs will vary. The cost of supplies, medications, and recovery time in particular will cause the bill amounts to vary.

Q: I was in the emergency room this morning. How much is my bill?

A: It takes anywhere from one day to one week for your charges to be finalized. We are unable to determine the correct amount of your bill until the medical coding and review of you emergency room visit has been completed by the attending physician and medical records department.

Q: Why did I get a bill from Professional Radiology Services, PA for my emergency room visit to GRMC?
A: Professional Radiology Services, PA must read and issue an interpretation of any diagnostic images you have taken at GRMC.

Q: What is the difference between the Business Office and Medical Records?
A: The Business Office and Medical Records are two separate departments at GRMC and GFHC. Medical Records provides the Business Office with information from your "medical chart" in a coded format for billing purposes. The Business Office files claims with your insurance company based upon this coded information provided us. Our department retains only billing information regarding your visit(s) to GRMC or GFHC. For more detailed information regarding your visit(s) and/or medical conditions, you will need to contact the Medical Records department.

Q: I can't afford to pay my balance due right now. Can I make monthly payments?
A: POSSIBLY. The Governing Board for GRMC and GFHC has established a policy of patient payment in full within 30 days of receipt of the monthly statement. Patients can make monthly payments arrangements on any balance due by calling our office and agreeing to a written contract. Minimum monthly payment amounts are determined by the size of the balance due and your financial situation.

Q: Do I need to provide GRMC and GFHC with my insurance information every time I visit?

A: YES. Even if your information has not changed, it is helpful to have our admitting staff verify your insurance card to prevent billing errors during collection efforts.

Q: Does my insurance cover me if I want to have a certain procedure done?
A: Since there are so many policies out there with so many different types of plans, we suggest you call your insurance company and to check your policy for exclusions and limitations.

Q: I was in the emergency room and my insurance company won't pay as much because GRMC and GFHC didn't bill the services as accident-related. Can you change my billing so my insurance will pay more?
A: Possibly. This is an issue that you will have to discuss with the ordering/attending physician. An accident diagnosis can be added if there is appropriate supporting documentation from your medical records. If none exists, you will need to discuss the issue with the physician so that he/she can make any necessary changes on your chart.

Q: Why do I keep getting your voice mail saying you're on the phone?
A: Often we are on the phone speaking to other patients or insurance companies and will try to assist you as soon as possible.

Q: Why didn't you call me back?
A: Sometimes, patients do not leave their name, account number or phone number. We need this information to return calls and appreciate your assistance.

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