Billing FAQ and Support | Texas Health Resources
  • 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 45 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" when charity assistance criteria are not met. 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 7:30 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 Resources facilities?

    Texas Health Resources 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 payment options. Please see your final billing statement for online resources. 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, obtain help to apply for Medicaid or Financial Assistance. You can also follow this link for more information.

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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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