Frequently Asked Questions

We are happy to provide answers to many of the questions we are frequently asked in the Patient Financial Services Department.  If your question is not answered, please contact us.

Q: Can I pay my bill online?
Q: What if I need help paying my bill, or if I have questions about my bill?

Q: What if I simply can't afford to pay my bill?
Q: What is the best way to pay my hospital bills?
Q: What is a deductible? Coinsurance? A co-payment?
Q: Who is responsible for paying my bill?
Q: What other bills will I receive?
Q: Why was my visit to the Emergency Department so expensive?
Q: Why do I get a new account every time I go to the hospital?
Q: What if I didn't have my insurance information at the time of service?
Q: What do I do if I find an error on my bill?
Q: Why did I receive separate bills for the hospital and the doctor(s)?
Q: Will you bill my primary and secondary insurance?
Q: Are itemized statements automatically sent to patients?
Q: Do you offer payment arrangements?
Q: Why did my insurance deny my claim?
Q: I don't have any insurance. Is there any help available?
Q: How do I know if my health plan requires a referral or pre-certification for a service?
Q: What is your collection policy for self-pays, co-payments and/or deductibles?

Q: Can I pay my bill online?
A: Check your statement.  If your statement looks like this, you may use the online Bill Pay option on this website.  All other ECHN bills must be paid using a payment option listed on the statement.

Q: What if I need help paying my bill, or if I have questions about my bill?
A: ECHN offers Patient Financial Counselors who are happy to assist you with payment schedules, insurance claims, and much more. Please call 860.872.5151,Monday-Friday, from 8 a.m.- 4:30 p.m. You also may send an email to patient_accounts@echn.org; Note: Email is not a secure way to send personal financial or health-related information.

Q: What if I simply can't afford to pay my bill?
A: As a not-for-profit community health care system, ECHN has funds available to help those unable to pay for their care. Please call the ECHN Financial Counselor's Office at 860.646.1222, ext. 2218, Monday-Friday.

Q: What is the best way to pay my hospital bills?
A: The fastest, easiest way to pay your bills is through our secure online bill payment page. But other options are available. Pay Your Bill.

Q: What is a deductible? Coinsurance? A co-payment?
A: Insurance plans generally have deductibles, co-pays, and/or co-insurances.

  • A "deductible" is an annual expense that you must pay before your insurance benefits can begin. This amount can vary based on place of service (i.e. your doctor's office vs. a large hospital). Supplemental Insurance Plans may cover the cost.
  • "Co-insurance" is the portion of the total bill (usually a percentage) that is the patient's (or guarantor's) responsibility to pay. This amount can vary based on place of service (i.e. your doctor's office vs. a large hospital). Supplemental Insurance Plans may cover this cost.
  • A "co-pay" is a set amount paid each visit, based on your insurance policy. This usually does not count towards your deductible.

Q: Who is responsible for paying my bill?
A: ECHN will bill your insurance company directly (unless you specify otherwise), still, you are ultimately responsible for making certain that your bill is paid.

  • If a balance remains after your insurance has issued a payment or denial, or if you do not have insurance, payment is due immediately upon receipt of your statement.
  • It is ECHN’s policy to treat all patients requiring medical care without regard to their ability to pay. In those cases where patients are financially unable to pay, Financial Counselors are available to help.

Q: What other bills will I receive?
A: In addition to your bill from the hospital, you may receive bills from private practice doctors who may have provided services to you. For instance, you may receive bills from consulting doctors, radiologist, or other specialist. Please contact their office directly if you have questions concerning their bills.

Q: Why was my visit to the Emergency Department so expensive?
A: The ED is staffed 24 hours per day, and fees are based on the costs associated with being prepared for emergency trauma or any services needed at any time of day or night. The ED charges are determined by the comprehensiveness of the exam and the complexity of the case.

Q: Why do I get a new account every time I go to the hospital?
A: This allows for a more efficient billing process and customer service.

Q: What if I didn't have my insurance information at the time of service?
A: You should contact the Patient Financial Services Department immediately by calling 860.872.5151 to ensure proper billing requirements are met and to prevent pre-certification and timely filing issues with your insurance plan.

Q: What do I do if I find an error on my bill?
A: If you have a question regarding your bill, or believe that it is incorrect, please call the Patient Financial Services Department Monday-Friday, 8:00 a.m.- 4:30 p.m. Confidential voicemail is available after hours, and your call will be returned as soon as possible. You can also send us an email message to patient_accounts@echn.org. Note: Email is not a secure way to send personal financial or health-related information.

Q: Why did I receive separate bills for the hospital and the doctor(s)?
A: These bills are for professional services provided by these doctors in diagnosing and interpreting test results while you were a patient. Pathologists, radiologists, anesthesiologists, and other specialists perform these services and are legally required to submit separate bills. If you have questions regarding these bills, please call the number printed on the statement you received from them.

Q: Will you bill my primary and secondary insurance?
A: You will need to provide us with complete primary insurance information. As a courtesy to our patients, ECHN submits bills to your insurance company. However, it may become necessary for you to contact your insurance company or supply additional information to them for claims processing requirements or to expedite payment.

Q: Are itemized statements automatically sent to patients?
A: No. We send summary bills to the patient. To request an itemized statement, please call Patient Financial Services at 860.872.5151.

Q: Do you offer payment arrangements?
A: Yes. Payment arrangements may be made by contacting Patient Financial Services at 860.872.5151.

Q: Why did my insurance deny my claim?
A: One or more of the following may apply:

  • The service you received was not covered under your plan.
  • You did not provide the correct insurance information at the time of service.
  • You were not covered by your plan at the time of service.
  • Your primary care doctor did not process a referral for the services, or an authorization was not obtained prior to the services being rendered.
  • Your insurance carrier has deemed not medically necessary.

Q: I don't have any insurance. Is there any help available?
A: Yes. We can assist you in several ways. We have financial counselors who will assist you with applying for Medicaid or will give you advice on how to proceed. If you do not qualify for any Government programs, we can review your financial status to see if you quality for the Patient Financial Assistance Programs.

Q: How do I know if my health plan requires a referral or pre-certification for a service?
A: Read your insurance plan booklet to be sure you have followed the guidelines for referrals and authorizations, or call your insurance company for assistance. Failure to follow your plan requirements may results in greater out-of-pocket expenses for you. You are responsible for obtaining any referrals or pre-authorizations your insurance plan may require. Your doctor's office can assist you with obtaining this authorization. If proper authorizations are not obtained, your admission/procedure may be rescheduled. If you receive a verbal authorization number, please provide us with this information at registration.

Q: What is your collection policy for self-pays, co-payments and/or deductibles?
A: It is ECHN's policy to collect any estimated self-pay balances, co-payments, or deductibles upon admission. Your Patient Representative will work with you to identify your financial responsibility and how much you will be expected to pay. The hospital accepts cash, check or credit card. If you are unable to meet your financial obligation, you will need to make other arrangements with your Patient Account Representative or Financial Representative. They can advise you of available options including Financial Assistance Programs, interest-free payment plans, and assist you in this process.

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