Frequently Asked Questions
You can find answers to some common questions about billing and financial
services at Great River Health System Below. For more information, contact
us directly at (319) 768-3625, option 2.
How can I make a payment?
Forms of payment accepted include cash, check, electronic check, cashier’s
check, money order, or a Visa, Mastercard, American Express, or Discover
Payment options include:
Click here to pay your bill online through our secure website using your debit or
credit card or by electronic check
- Send your payment in the mail to the address indicated on your billing
statement with the appropriate postage
- Pay your bill in person at a Patient Financial Services-Patient Billing
Office in the Great River Health System Center lobby or on the lower level
of Eastman Plaza.
- Make a payment over the telephone.
Why did I receive a bill if I have insurance coverage?
You will receive a statement after your insurance processes your bill.
The amount you are billed for is based on what your insurance communicates
to us on an Explanation of Benefits (EOB). Your insurance also mails you
an EOB, which details how your insurance processed our charges and calculated
your responsibility based on your insurance plan. If you believe your
responsibility is not correct, please contact your insurance carrier directly
(check your insurance card or EOB for the phone number).
I can't pay my bill in full. What should I do?
Great River Health System offers many payment options, including monthly
payment installments. Please call one of our helpful financial counselors
to discuss your bill and payment options. Ignoring the bill or paying
less than the full amount without contacting us may cause your bill to
progress through collections process, including transfer to a collection
agency where it may appear on your credit report.
What is the difference between a screening and diagnostic test?
screening test is ordered by a health care provider when a patient doesn’t have
symptoms of a disease or illness. A
diagnostic test is ordered when there is a specific indication or high risk of disease
or illness, such as medical history, signs or symptoms, or a positive
screening test result.
A woman who doesn’t have signs or risk of breast cancer has a screening
mammogram. A woman who has a lump in her breast has a diagnostic mammogram.
Insurance coverage varies for screening and diagnostic tests. Check your
plan. Your provider’s order determines how the charge is coded.
We cannot code a test as a screening if a patient has a diagnosis, or
signs or symptoms of disease or illness.
I still have a question/concern about my bill.
If you have a question or concern about your bill or payment options, please
call Patient Financial Services-Patient Billing at (319) 768-3625, option
2 or you can
email us. Our team will be happy to help you.
I have a question about self-administered drugs and my Medicare Part D
coverage with my bill.
Medicare regulations require hospitals to bill patients for drugs that
patients can take by themselves at home even when they are hospitalized.
Although medication is provided by the hospital (for safety reasons),
Medicare doesn't pay for the same ones that you take at home. Items
that fall into this category could include lozenges, pills and self-injected
insulin. This is a Medicare cost-savings policy that we are required to follow.
You may be able to submit a claim to Medicare Part D for a refund or you
can call our Patient Financial Services-Patient Billing department at
(319) 768-3625, option 2 or (877) 404-4763 for an itemized bill if these
charges are covered. For more information regarding self-administered
drugs please visit
http://www.medicare.gov/Publications/Pubs/11333.pdf or call Medicare at (800) 633-4227.
If Medicare denies the charge because it is subject to the self-administered
drug exclusion, you may appeal the denial. If you have Medicare Part D
coverage, you may wish to determine whether it covers such charges.
Why did my insurance company pay more than you charged?
To help control costs, health care providers and insurance companies agree
on preset payment amounts for inpatient and outpatient care. These per
case payments are based on the health problem and treatment, and patient
age and gender.
Per case payments help control costs by encouraging care providers to deliver
care efficiently. In most cases, per case payments are equal to or less
than the amount charged. But in some cases, the payments are greater than charged.
Patient Concerns or Complaints
Address patient questions or concerns related to balances or services provided to:
Patient Financial Services-Insurance Billing, (319) 768-3625, option 4
- Assignment of benefits
- Coordination of benefits
- Insurance balances
- Questions related to insurance denials
Patient Financial Services-Patient Billing, (319) 768-3625, option 2
Questions about statements, guarantor balances, financial assistance and
- If the patient inquiry or concern requires further assessment, it can be
referred to the Patient Financial Services director, the appropriate department
director, Compliance Officer, Quality Resources Department, Patient Satisfaction
Specialist or the appropriate vice president.
- The appropriate department will be responsible for making appropriate change
reversals or corrections. All adjustments or write-offs will be completed
by the Patient Financial Services Department.
Health Information Management, (319) 768-1900
For questions or concerns about denials because of coding.