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Frequently Asked Questions by Patients
Regarding Their Sacred Heart Hospital Bill

Q: How and when will I know what amount I owe the hospital?
A: Patients with no third party insurance coverage should receive a statement from the hospital within a couple of weeks of the visit. For those patients with insurance, we will file your insurance with the information we verified with you shortly after your visit. After your insurance company pays their portion of your bill (usually within 30 days of receiving our claim), you should receive some type of explanation of benefits from them, which will indicate what was billed, what they paid, and what your portion is. Shortly after that, you will receive a statement from the hospital indicating the balance due from you less any amount you paid at the time of service. The total amount billed to you by the hospital in most cases should match the amount you owe as indicated on your EOB. If not, please call the Patient Accounts Dept. to inquire as to why.

Q: Whom can I call for information and assistance with my account?
A: You may call the Patient Accounts Department at 1-866-869-9677. Our Patient Account Representatives are available to assist you from Monday thru Friday 8:00 a.m. to 4:30 p.m. CST.

Q: What if I cannot pay the entire balance due as reflected on my statement?
A: If you cannot pay the entire balance owed, we ask that you pay at least the minimum amount due or contact us to arrange a mutually agreeable payment plan. In addition, there are state and federal programs available as well as our own charitable assistance program that you may qualify for in receiving assistance in payment of your claim. Our Patient Account Representatives are well trained to assist you in exploring the best payment option for you or screen you for the financial assistance you may need to pay your hospital bill. However, we can only help if you contact us ASAP. So, please do not hesitate to call us at 1-866-869-9677.

Q: Where are you located?
A: We are located at the Pensacola main hospital campus, Main Entrance, 1st Floor next door to Wendy’s – Financial Counseling/Customer Service. The business hours are Monday thru Friday 8:00 am to 4:00 pm CST. You may also get help during the same hours at each of our facilities by going to the Admitting, Registration or Patient Access Departments.

Q: Why am I getting so many bills from different providers?
A: During your hospital visit, other professionals were involved with your care and they have their own billing office. These other professionals may include but are not limited to emergency physicians, radiologists, pathologists, cardiologists, anesthesiologists, ambulance services, health care practitioners who provide services in the hospital may or may not participate with the same health insurers or health maintenance organizations as the hospital. These providers bill separately, and in most cases, the hospital Patient Accounts Dept. is not able to assist you with these claims. You are better served by contacting their billing offices directly as the phone number(s) provided on their bill to you.

Q: How soon should I arrive before my appointment?
A: When making your appointment, be sure to ask if you will need to arrive early to fill out any necessary paperwork.

Q: What should I bring with me when being admitted or registered for services?
A: You may be asked to present a form of picture ID such as a driver’s license, military ID card, etc. at the time of admission/registration to insure accurate identification of your medical records in our computer system and to prevent against identity theft. Please also make sure to have your insurance card(s), doctor’s order(s), and cash/check/credit card (Visa, MasterCard or American Express) to cover any insurance co-payment/deductible due that is related to the services you will be having.

Q: I have been a patient several times at various Sacred Heart Health System facilities. Why am I asked for identification cards and insurance cards each time I visit?
A: Your insurance and demographic information is retained in our computer system from your previous visits. However, insurance coverage can change frequently depending on employer group renewals, personal coverage choices and particular reasons for the encounter such as worker compensation. Therefore, it is vital that we capture the correct insurance information for each visit so that we can obtain appropriate payment from your coverage plan. We also want to be sure that we have the current demographic information in the event we need to contact you. Customer satisfaction is most important to Sacred Heart, and our quality service does not stop after medical services have been performed. We in the Business Office know that your satisfaction with the medical services that we provide as Sacred Heart may be ruined by a bad experience with the billing office. So, we do our best to make sure we have all the correct information initially, so that the billing process will go smoothly, and you can concentrate on a speedy recovery.

Q: I have an out –of-state Blue Cross policy, but why does Sacred Heart continue to file my claims thru Blue Cross of Florida?
A: Sacred Heart Hospital has a contractual agreement with Blue Cross of Florida (BCBSFL) specifically that allows for discounts to your hospital bill(s). We do not have contracts with other out-of-state Blue Cross plans other than Alabama. Therefore, by filing your claims thru the local Blue Cross plan, your out-of-state Blue Cross plan can take advantage of our BCBSFL contract rates. We file the claim to BCBSFL. Then BCBSFL will coordinate with your home plan to determine coverage and BCBSFL for the payment made to the hospital. If we filed directly to your home plan, they would likely deny payment altogether or pay at a non-contracted rate, which would ultimately result in more out-of pocket expenses to you.

Q: What insurance plans are accepted at Sacred Heart accept?
A: Sacred Heart Health System accepts a variety of insurance plans. Click here to see a list of insurance plans currently accepted at Sacred. Heart.

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