Billing & Insurance
Thank you for choosing UNC Health Rockingham for your health care needs. We are committed to delivering quality and excellence in all aspects of our service to you. We take a positive and proactive approach to patient billing with the goal of providing an efficient, timely, and customer-friendly process.
The Patient Accounting office is open Monday through Thursday, 8:00 a.m.– 5:00 p.m. and Friday 8:00 a.m.– 11:30 a.m. For assistance with questions about your bill, please call 800-594-8624 or 984-974-2222. Our mailing address is:
- UNC Health Rockingham
Patient Accounting
117 E Kings Hwy
Eden NC 27288-5299
Billing for health care services can be confusing, so we have provided key information here to assist you in better understanding the process and to answer questions you may have.
Patients should be assured that their care will not be compromised because of an inability to pay. If you are covered by insurance, Medicare or Medicaid, we will file your claims as a service to you. Your bill is sent to your insurer approximately seven days after you have been discharged; and a letter is sent to you to verify the accuracy of the information. If your insurer has not paid the claim 45 days after being billed, the full bill becomes the responsibility of the patient.
If you have a special problem paying your bill, you should contact our Billing Department at 800-594-8624 or 984-974-2222. We will be more than happy to furnish you with any additional information regarding the completion of your insurance forms, or the payment of your bills. If we can help you, please call one of the following numbers:
Insurance
Patient accounts representatives in the Business Office can help determine if your insurance will fully cover your hospital bill. Arrangements for payment of charges above insurance coverage can be made before your discharge. For more information call extension 6186.
If you have current insurance coverage, the hospital will bill your insurance company shortly after you receive services (usually within about two weeks). Bills are submitted to your insurance company as a courtesy to you, based on information you give us. Each insurance company usually resolves their part of the bill in 50 to 60 days. If payment is not received in this time frame, we may request your assistance in resolving your bill. As a convenience to you, we will only send you a bill after your insurance company pays and there is a balance due from you, or if we are unable to obtain payment from them.
If you receive a bill from us that you believe should be paid by your insurance company, first contact them directly to find out why the claim was not paid. Your insurance company should provide you with an explanation of benefits that details their payment or denial of the claim. We are happy to work with you and your insurance company to resolve any billing problems you may encounter. Please contact us immediately to discuss these matters.
Please remember, you are ultimately responsible for the payment of your bill, not the insurance company.
We will try to contact you when services are scheduled at the hospital to verify personal information (such as address and birth date) as well as insurance information before your appointment. This pre-registration process makes registration on the day of your service quicker and helps avoid potential billing problems. If you have not been contacted by us prior to your date of service, you may call us at 336-623-9711 and ask for Pre-registration.
We will make every attempt to verify your insurance benefits before your scheduled visit, but it is your responsibility to ensure that services performed will be covered by your insurance company and that all appropriate referrals and authorizations have been obtained by you or your physician. You should contact your insurance company before your visit to ensure your services will be covered and to determine your payment responsibility.
Please confirm the following:
Is the service covered under your insurance plan?
You are responsible for non-covered services.
Is a referral required for this service?
If so, your physician is responsible for sending that to your insurance company. Please bring a copy of the referral to your appointment.
Does this service require prior authorization or pre-approval to be covered?
If so, please make sure that your physician has obtained this. Most imaging and surgical procedures require prior authorization or pre-approval by your insurance company. Your claim may be denied for payment if required approvals are not obtained.
Do these services have to be performed by a particular provider?
You may be responsible for services that are out of network, or you may have a higher co-payment or deductible.
What is your deductible or co-payment for this service?
As a routine practice, the hospital collects co-pays and deductibles at the time of service. Payments are expected to be made at this time unless other arrangements have been made.
Representatives are available to discuss your insurance coverage with you and can estimate your out-of-pocket responsibility.
Employee Group Insurance
We accept employee group hospital insurance, but we must first verify that the insurance is in effect at the time you are a patient. Some insurance companies require permission (pre-certification) for patients to be admitted to the hospital. The patient is responsible for making sure permission is obtained prior to admission.
When we file for the insurance benefit, the check must be paid directly to the hospital and not to the patient.
If you prefer that your insurance check be paid directly to you, you are expected to pay for your bill at the time you are discharged.
All Medicare and Medicaid checks are paid to the hospital and not to the patient.
Payment By The Patient
If we cannot verify that you are covered by insurance at the time you are discharged or within ten days of your admission date, you are responsible for payment of your bill.
Additional Forms That Must Be Filed
If your insurance company requires that you complete additional forms before they will process your claim, you are responsible for getting the forms completed and insurance paid before the 45-day period ends.
We will be happy to help you complete these forms at any time, but it is better if they are presented to us before you are discharged from the hospital.
Individual Insurance Policies
Individual insurance policies will be accepted if the benefits can be verified, and payment is made to the hospital.
The Patient’s Share Of The Bill
At the time of discharge, we will estimate how much your insurance will pay. Any charges not covered by insurance are due at that time. We do accept MasterCard and VISA. We offer several payment options and can assist you if you have difficulty paying your bill.
If you have a special problem paying your bill, you may contact our Patient Accounting Department at 800-594-8624 or 984-974-2222.
Self pay
If you do not have current insurance coverage or did not ask us to bill insurance for you, we will send you a bill shortly after you receive services (usually within about two weeks).
Refunds
If you have a special problem paying your bill, you may contact our Patient Accounting Department at 800-594-8624 or 984-974-2222. When two or more employee group policies are presented to us, we will file your claims. Any overpayment will be refunded to the appropriate insurance company.
If you have individual policies, we will file your claims. We will refund any overpayment directly to you if you are to receive the benefit from your insurance company.
For any questions concerning refunds, please call 800-594-8624 or 984-974-2222.
Public Liability or Public Injury Claims
We will not become involved in disputes arising out of any injury or illness which happened as a result of a public liability or public injury claim. The responsibility for full payment of the claim remains with the patient. The hospital will make its records available to your lawyer, or to other authorities for informational purposes. Medicare and Medicaid require that we bill liability before billing them.
If your care was the result of an accident that you believe may be covered by liability insurance, such as automobile insurance, we will work with the liability insurance company to resolve your bill. We may use an outside group that specializes in liability claims to work with you and the liability insurance company to resolve your bill.
Workers’ Compensation
The hospital will recognize Workers’ Compensation cases only when the insurance company guarantees the payment in full upon admission to the hospital. If your care is covered by workers’ compensation, we will bill your employer’s workers’ compensation insurer. If the claim is disputed, you will be responsible to pay the bill.
Understanding your bill
Contact Customer Service
Call 800-594-8624 or 984-974-2222 to speak with a customer service representative Monday through Thursday, 8:00 a.m. to 5:00 p.m. and Friday 8:00 a.m.- 11:30 a.m. Visit My UNC Chart to send a UNC Health Billing Account question. Our billing specialist are committed to responding to your inquiries within 48 hours. (The Financial Assistance local number and hours are different than the Customer Service local number and hours, so you may want to consider having different CTAs on the billing and financial assistance pages to avoid confusion.)
Payment options
Pay by Phone or by Mail
You will receive a single statement each billing cycle for both hospital and physician charges. Follow the instructions on the statement to pay your bill.
You can pay by phone or by mail. Our dedicated customer services representatives are available to handle all of your questions Monday through Thursday, 8:00 a.m.– 5:00 p.m. and Friday 8:00 a.m. – 11:30 a.m. at 800-594-8624 or 984-974-2222. For confidentiality purposes, you will need your account number and other patient identifying information before we can discuss your account.
We recognize that many times health care services are unexpected, and that coping with health problems can be stressful, both physically and financially. To help you take care of your bill as conveniently as possible, we offer several payment options:
- You may make an estimated payment in full at the time of service or discharge by cash, check, or credit/debit card. As a routine practice, the hospital collects co-payments and deductibles at the time of service. Payments are expected to be made at this time unless other arrangements have been made.
- If you were not able to pay in full at the time of your service, you may pay your bill in full when you receive your hospital statement. You can pay by check or credit/debit card by mail, phone, or online. Information on all three options can be found on your bill.
- You may choose to set up a monthly payment plan. We offer short-term interest free payment plans or, if you need more time to pay your bill, you can finance your account. This option offers affordable payments at a low interest rate that allow you to repay your account over an extended period. Once you have set up a financing arrangement with us, you can add other hospital bills to it, as long as your account remains in good standing. For information about our interest-free options, please contact us at 800-594-8624 or 984-974-2222. Please note that you must contact us to set up either type of payment plan or to add new bills to an existing payment plan.
Discounts are available to patients without insurance if the balance is paid in full by the due date of the first bill. Employees may pay hospital bills through payroll deductions or PAL sellback.
We appreciate your timely assistance in helping us resolve your bill. If satisfactory payment arrangements have not been made within 15 days of receiving our bill, your balance will be considered past due and may be placed with an outside agency for collection. This may have an adverse effect on your credit rating.
Can’t pay a bill? We can help.
Please tell us if you can’t pay your hospital bill in full and let us help you. Our financial counselors can assist you with applying for government health care programs and information about monthly payment plans and other financial assistance programs available for patients who meet certain financial criteria.
For more information, please contact us at 800-594-8624 or 984-974-2222.
Frequently asked questions
Where do I mail my payment?
Please mail your payment to the address listed on your bill. Make sure you include the payment stub with your payment and include your account number on your check. You can also pay your bill online or by phone. Directions for paying through these methods can also be found on your bill.
Does UNC Health Rockingham offer discounts?
IF YOU DO NOT HAVE INSURANCE, the hospital helps you by offering the following discounts:
- If you pay the bill yourself, the hospital will give you a 40% discount (Uninsured Self Pay Adjustment).
Please note, these discounts are not available to patients who qualify for financial assistance.
What if I can’t pay the entire balance due on my bill?
If you are unable to pay your hospital bill, please contact us at 800-594-8624 or 984-974-2222. Financial assistance and payment plans are available to those who qualify.
Who do I contact with questions about financial assistance?
If you have questions about financial assistance, please contact us at 800-594-8624 or 984-974-2222.
Where do I mail my Financial Disclosure form?
Properly completed Financial Disclosure forms (including required attachments) should be mailed to:
- UNC Health Rockingham
Attn: Eligibility Assistance Services
117 E. Kings Highway
Eden, NC 27288
Does my financial assistance award help with my physician bill?
Our financial assistance program applies to your hospital bill only. It does not apply to bills for services provided to you by physicians or facilities not owned by UNC Health Rockingham. UNC Physicians Network practices (UNC Family Medicine at Eden; UNC Orthopedics & Sports Medicine at Eden; UNC Surgical Specialists at Eden; UNC Urgent Care - West Rockingham; and UNC Women's Health at Eden) have a separate financial assistance program, but they will accept the information you provide through your Financial Disclosure form [PDF]. For more information about their financial assistance program, please contact your physician’s office.
Do you offer any additional assistance to patients who don’t have insurance?
In compliance with the Affordable Care Act of 2010, we offer a discount if you qualify for financial assistance but don’t have insurance. The amount of financial assistance you receive is then based on the balance left after this discount.
Can you provide a price estimate for my services before I have them?
We can give you an estimate of what services at the hospital will cost you based on your insurance coverage and unmet out-of-pocket expenses for the year. Please call us at 336-627-6183, select Option 3, ask for an estimate, and have your current insurance card available.
What is Eligibility Assistance Services (EAS)?
EAS may contact you to see if you qualify for Medicaid or other financial assistance programs and help you with the application process. If you believe you may qualify for Medicaid, please call 336-627-9711, extension 171-2995.
Who do I contact with questions about my hospital bill?
Please contact us at 800-594-8624 or 984-974-2222.
How do I update my insurance information or mailing address?
You can call us and speak to one of our Customer Service representatives. When calling to change or update your insurance information, please have your insurance card available.
A form is also provided on the back of the bill payment stub that you can use to update your address when you mail your payment.
How do I order a copy of my itemized (detailed) bill?
An itemized statement is available upon request. Please contact us at 800-594-8624 or 984-974-2222.
