Billing FAQ and Support | Texas Health Resources
  • Federal Surprise Billing Act of 2022

    Your Rights and Protections against Surprise Medical Bills

    When you get emergency care or get treated by an out-of-network provider at an in-network hospital or ambulatory surgical center, you are protected from surprise billing or balance billing.

    What is “balance billing” (sometimes called “surprise billing”)?

    When you see a doctor or other health care provider, you may owe certain out-of-pocket costs, such as a copayment, coinsurance, and/or a deductible. You may have other costs or have to pay the entire bill if you see a provider or visit a health care facility that isn’t in your health plan’s network.

    “Out-of-network” describes providers and facilities that haven’t signed a contract with your health plan. Out-of-network providers may be permitted to bill you for the difference between what your plan agreed to pay and the full amount charged for a service. This is called “balance billing.” This amount is likely more than in-network costs for the same service and might not count toward your annual out-of-pocket limit.

    “Surprise billing” is an unexpected balance bill. This can happen when you can’t control who is involved in your care—like when you have an emergency or when you schedule a visit at an in-network facility but are unexpectedly treated by an out-of-network provider.

    You are protected from balance billing for:

    Emergency services
    If you have an emergency medical condition and get emergency services from an out-of-network provider or facility, the most the provider or facility may bill you is your plan’s in-network cost-sharing amount (such as copayments and coinsurance). You can’t be balance billed for these emergency services. This includes services you may get after you’re in stable condition, unless you give written consent and give up your protections not to be balanced billed for these post-stabilization services.

    Texas law protects patients with state-regulated health insurance (about 16 percent of Texans) from surprise medical bills in emergencies or when they didn’t have a choice of doctors. The law bans doctors and providers from sending surprise medical bills to patients in those cases.

    Certain services at an in-network hospital or ambulatory surgical center
    When you get services from an in-network hospital or ambulatory surgical center, certain providers there may be out-of-network. In these cases, the most those providers may bill you is your plan’s in-network cost-sharing amount. This applies to emergency medicine, anesthesia, pathology, radiology, laboratory, neonatology, assistant surgeon, hospitalist, or intensivist services. These providers can’t balance bill you and may not ask you to give up your protections not to be balance billed. When you get emergency care or get treated by an out-of-network provider at an in-network hospital or ambulatory surgical center, you are protected from surprise billing or balance billing.

    If you get other services at these in-network facilities, out-of-network providers can’t balance bill you, unless you give written consent and give up your protections.

    Texas law also prohibits balance billing for any health care, medical service or supply provided at an in-network facility by an out-of-network physician or other provider and for services by diagnostic imaging providers and laboratory service providers provided in connection with a health care service performed by a network physician or provider.

    You’re never required to give up your protections from balance billing. You also aren’t required to get care out-of-network. You can choose a provider or facility in your plan’s network.

    When balance billing isn’t allowed, you also have the following protections:
    • You are only responsible for paying your share of the cost (like the copayments, coinsurance, and deductibles that you would pay if the provider or facility was in-network). Your health plan will pay out-of-network providers and facilities directly.
    • Your health plan generally must:
      • Cover emergency services without requiring you to get approval for services in advance (prior authorization).
      • Cover emergency services by out-of-network providers.
      • Base what you owe the provider or facility (cost-sharing) on what it would pay an in-network provider or facility and show that amount in your explanation of benefits.
      • Count any amount you pay for emergency services or out-of-network services toward your deductible and out-of-pocket limit.

    If you believe you’ve been wrongly billed, you may contact the Centers for Medicare and Medicaid Services at (800) 633-4227 or the Texas Department of Insurance at (800) 252-3439.

    Visit https://www.cms.gov/nosurprises for more information about your rights under federal law.

    Visit https://www.tdi.texas.gov/medical-billing/surprise-balance-billing.html for more information about your rights under Texas law. 

  • Up-Front Payment

    Our practice is to collect all known fees when you pre-register with the hospital — including deductibles, co-payments and co-insurance — based on estimated charges. Your final bill will reflect actual charges for services provided, which may be higher or lower than the estimate provided at registration.

    If actual charges are higher than estimated, we may ask you for additional payment. If actual changes are lower than estimated, we will process the appropriate refund.

  • Payment by Insurance or Other Coverage

    If you have insurance or other coverage, we will bill your insurance company or other coverage shortly after your visit and then send you notification of the charges submitted. This statement is for informational purposes only. You should also receive an explanation of benefits (EOB) from your insurance company or other coverage explaining how it processed your claim and the amount due by you. This process is usually complete within 60 days of discharge.

    Your insurance company or other coverage may contact you for additional information to process your claim. Please respond as quickly as possible to ensure you receive the maximum benefit from your coverage.

    After the insurance or other coverage payment has been received, you will receive a final billing statement from Texas Health Resources for the remaining balance, which may include deductibles, co-insurance, co-payments and any non-covered charges. If you have questions regarding the way your claim was processed, please contact your insurance company or other coverage directly.

    Payment is due upon receipt of the final billing statement. If payment in full is not possible, Texas Health has payment options. Please see your final billing statement for online resources, or you may contact Customer Service at 800-890-6034 from 7 a.m. to 6:30 p.m., Monday through Friday, to discuss payment options with a representative.

    For patients with insurance or other coverage, Texas Health hospitals will not routinely reduce or waive patients’ co-payments, co-insurance or deductibles and will make reasonable efforts to collect payment for non–covered services. Patients who have insurance or other coverage, but choose to not utilize for a scheduled service, may be offered a discount. For more information Call 877-773-2368, Option 3, Monday through Friday, 8 a.m. to 6 p.m.

  • Payment without Insurance or Other Coverage

    Our hospitals offer a discount for patients without insurance or other coverage. The discount is equal to 30 percent of the estimated total charges for anticipated hospital charges. It is automatically applied at the time of billing to all accounts designated as "self-pay." After the discount is applied, we will ask for payment of the balance in full. If payment in full is not possible, we will work with you to set up a payment plan, obtain coverage through Medicaid or apply for Financial Assistance.

    The Texas Health uninsured discount applies only to hospital charges. Charges for physicians and other professional services that are provided while a patient is hospitalized, or charges by other providers for non-hospital services, are not covered by the Texas Health discount policy.

  • What are my options if Texas Health does not accept my insurance or other coverage?

    If your insurance plan is not listed here, your insurance or other coverage may be out of network with Texas Health. If you wish to receive services at Texas Health as an out of network hospital, then a single case agreement (SCA) may be required. An SCA is an agreement between Texas Health and a non-contracted insurance or other coverage plan. A patient can request an SCA directly from their insurance or other coverage plan if they want to receive services at Texas Health. The insurance or other coverage plan would work directly with Texas Health to complete the SCA, which outlines authorization and payment terms, prior to services performed.

    If your insurance or other coverage will not complete an SCA with Texas Health, or if you have insurance or other coverage and choose to not use it, you may still receive services at Texas Health as long as payment in full is made prior to services being rendered. Texas Health also offers discounts to patients who do not have any coverage. For more information, please contact our office at 877-773-2368, Option 3, Monday through Friday, 8 a.m. to 6 p.m.

  • Multiple Bills

    Your hospital bill contains charges for hospital services only. Certain professional and physician services are often performed along with hospital services as ordered by your various treating physicians. You will be billed separately for other services such as:

    • Physicians, other health care providers or other professional fees or charges
    • Emergency room physicians
    • Radiologists (Examples: physicians who interpret X-rays, MRI, CT, ultrasound)
    • Pathologists (Examples: physicians who examine body tissues and body fluids reads)
    • Cardiologists (Examples: physicians who treat heart and blood vessel conditions)
    • Neonatologists (Examples: physicians who treat newborns in the neonatal intensive care unit)
    • Anesthesiologists (Examples: physicians who administer general/regional anesthesia and pain management)
    • Other consulting physicians

    These providers are independent from the hospital and bill separately for their services.

    Texas Health Resources cannot ensure physicians are contracted providers with your insurance company or other coverage provider network. Questions about these bills should be directed to the physician office listed on the billing statement for those services.

  • Online Bill Payment

    If you have a balance after discharge, you may pay your bill online with an e-check, debit or credit card. This is an easy, secure and free way to submit payment. Follow this Pay Hospital Bill link and then click the Pay My Bill icon. To make a payment, you will be asked to enter your Account Number and Access Code, both of which can be found on the top portion of your Texas Health Resources billing statement.

    Payment can also be made over the phone by calling our customer service department at 800-890-6034 from 7 a.m. to 6:30 p.m., Monday through Friday. Your account number will also be requested for this transaction.

  • Customer Service

    We are pleased to assist you in any way should you need to contact our customer service team. Our team can be reached at 800-890-6034 from 7:00 a.m. to 6:30 p.m., Monday through Friday, or you may email CustomerService@TexasHealth.org. Please have your account number available for our team to assist you.

    Our Customer Service team is happy to assist with any of the following billing services:

    • Pay Your Bill
    • Discuss Payment Options
    • Request an Itemized Bill
    • Address Insurance or Other Coverage Questions
    • Request Financial Assistance

    Texas Health also offers online/self service for these billing services via TexasHealth.org/MyChart or TexasHealth.org/PayMyBill in addition to an automated phone service that is available 24 hours a day, seven days a week.

  • Annual Report of Community Benefits

    Each year Texas Health Resources files a Community Benefits Plan with the Texas Department of Health, Bureau of State Health Data and Policy. The Community Benefits Plan is public information as of the date it is filed with the Texas Department of Health and is available from the Department on request at the address below.

    Texas Department of Health 
    Bureau of State Health Data and Policy Analysis 
    1110 West 49th Street 
    Austin, Texas 78756

  • Are itemized statements automatically sent to patients?

    No, we send summary bills to the patient. You may obtain an itemized statement by accessing via your MyChart account, or online at TexasHealth.org/PayMyBill or you may call the business office at 800-890-6034 from 7:30 a.m. to 6:30 p.m., Monday through Friday, or you may email CustomerService@TexasHealth.org.

  • Can I make an appointment to talk to someone in person about my bill?

    Yes. You can schedule an appointment by calling the business office at 800-890-6034 from 7 a.m. to 6:30 p.m., Monday through Friday, or email CustomerService@TexasHealth.org.

  • I could not find my question on this list. How do I get answers?
    To speak to a business office representative, call 800-890-6034 from 7 a.m. to 6:30 p.m., Monday through Friday, or email CustomerService@TexasHealth.org.
  • What are my payment options?
    You may pay online at Pay My Bill Online, or by phone with a check or credit card. Call 800-890-6034 from 7 a.m. to 6:30 p.m., Monday through Friday, to pay by phone, or discuss other payment options.
  • What health plans are honored at Texas Health hospitals?

    Texas Health contracts with many health plans. Follow this link for a complete listing of accepted insurance carriers. The information on this list is subject to change at any time and without notice. Please contact your health plan to confirm a facility's continued participation in your particular network.

  • What if there is an error on my bill?

    If you have questions about your bill, or believe that it is incorrect, call the business office at 800-890-6034 from 7 a.m. to 6:30 p.m., Monday through Friday, or email CustomerService@TexasHealth.org.

  • What is a co-payment?

    A co-payment is a set fee the member pays to providers at the time services are provided. Co-pays are applied to emergency room visits, hospital admissions, office visits, etc. The cost is usually minimal. The patient should be aware of the co-payment amounts prior to services being rendered.

  • What is a deductible?

    Deductibles are provisions that require the patient to accumulate a specific amount of medical bills before benefits are provided. For example, if a patient’s policy contains a $500 deductible, the patient must accumulate and pay $500 out of pocket before the insurance or other coverage plan will pay benefits. Once the patient has met their deductible, the insurance or other coverage plan usually pays a percentage of the bill. The patient is liable for the unpaid percentage. Deductibles are yearly, usually starting in January. Contact your insurance or other coverage plan for information about your deductible.

  • What is co-insurance?

    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.

  • Why did my insurance only pay part of my bill

    Most insurance or other coverage plans require you to pay a deductible, coinsurance and/or copayment.

  • Why do I get so many bills for my hospital visit

    Emergency room doctors, anesthesiologists, radiologists, primary care physicians and other providers are all independent providers. They bill separately from the hospital. Questions about these bills should be directed to the physician office or provider listed on the billing statement for these services.

  • Why do I need to call the insurance company if they do not pay the bill?

    The Central Billing Office will make every effort to resolve the account balance with your insurance carrier or other coverage. Occasionally, we will be unable to resolve the issue with your carrier or other coverage and will need your assistance.

  • Will my insurance plan pay for my treatment?

    You need to begin by verifying that your insurance plan or other coverage is honored at the facility where you are being treated. Each insurance plan or other coverage is different, and even within the same company one insurance plan or other coverage may cover a certain treatment while another does not. Furthermore, participation in a plan by a Texas Health Resources facility does not guarantee that it is approved for all services. Contact your specific insurance plan or other coverage to verify whether your treatment will be covered.

  •  What do I do if I need assistance paying my bill?

    If payment in full is not possible, Texas Health has options.

    Payment Plans

    TexasHealth.org/PayMyBill

    Friends & Family

    TexasHealth.org/FriendorFamilyBillPay

    Government Programs

    1-800-452-6343 or email us@eciassist.com

    Financial Assistance/Charity

    TexasHealth.org/Financial-Assistance

    Customer Service

    1-800-890-6034

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Contact Customer Support

We are pleased to answer your questions or provide additional information. Our customer service representatives can be reached at 1-800-890-6034 from 7 a.m. to 6:30 p.m., Monday through Friday.

A representative will request your account number and be available to answer any questions about your account and/or bill.

Customer service representatives are happy to assist with the following billing services:

  • Pay Your Bill
  • Discuss Payment Options
  • Request an Itemized Bill
  • Address Insurance or Other Coverage Questions
  • Request Financial Assistance

The representative will request your account number.

Automated phone service is available 24 hours a day, seven days a week. Questions can also be emailed to CustomerService@TexasHealth.org.

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