FAQs:

We have provided a variety of frequently asked questions to help assist you with with online payments, billing, account requests and insurance questions. If you feel your questions remain unanswered after reviewing the questions and answers provided or if you need further clarification, please contact our customer service department at (877) 433-5299 for Hospital accounts or (800) 406-1177 for Physicians accounts.

What access do you have to my credit card account?

None. Your credit card is processed securely with SSL and PCI compliant encryption and immediately sent to the banking merchant. No card information is maintained in the system after the transaction is processed. This insures full security of information both during and after the transaction.
 

When will my payment appear on my Penn Medicine account?

Your payment may take up to 2-3 business days to be credited to your account. Your online statement will not be updated until your next statement date. We advise all customers to print their confirmation for their records or keep their receipt for payments made at the facilities. You will also receive an email confirmation of any online activity. For more information contact a Patient Billing Customer Service Representative at:

(877) 433-5299 for Hospital accounts or (800) 406-1177 for Physicians accounts
 

Is it safe to make payments online?

It is our number one priority to ensure your information is safe. We use a secure connection that prevents anyone else from gaining access to your information. We are validated PCI SSC certified and listed on the validated payment applications list on the PCI SSC Website. We have gone through rigorous security protocols and testing. Whenever you are paying your account online, you are using a secure connection which protects your information. Data you provide cannot be viewed. We do not share your information with anyone else.

Security is maintained by industry-standard SSL (secure socket layer) encryption and decryption technology. The SSL protocol is used to ensure that your information is sent directly to us, and that only we can decode it. You can do your part to protect your identity by ensuring you always log out of this system and close all browser windows – especially when using a public computer station.
 




What payment options are available?

For your convenience, Penn Medicine accepts a variety of payment alternatives, including online payments, quick pay, pay by phone, Visa®, MasterCard®, American Express®, Discover®, personal checks, money orders, and cash (at the cashiers office only).

Note: Please do not send cash through the mail. To protect you, cash will only be accepted in person at the cashier's office and you will be given a receipt.
 

Why am I getting a bill from my physician and the hospital?

Hospital charges and physician charges are billed separately; therefore you may receive bills from other medical providers who may have provided services to you. For instance, you may receive bills from consulting physicians, radiologists, or other specialists. If your physician is not part of Penn Medicine, you will need to contact the number listed on that bill for further information.

For more detailed information see "Understanding Patient Billing".
 

How can I provide new or updated insurance to Penn Medicine?

Once you have registered and/or logged into your account, you can update your insurance information by clicking on the Update Insurance Information option within the menu on your account home page.

OR you can contact our Patient Billing Customer Service Representatives at:

(877) 433-5299 for Hospital accounts or (800) 406-1177 for Physicians accounts
 

How can I better understand my bill?

Healthcare charges can be complex and may include confusing clinical terminology. To simplify the information for you, we include an easy-to-understand summary of charges by category on all bills and statements. We provide an easy to read document on our website to help guide you through the bill. Please review the sample statements on the Understanding Your Health Care Bill resource page.

Should you wish to receive an itemized bill detailing charges in each category, you may make your request within the 'Account Request' option online, if you are a registered user or contact us at:

(877) 433-5299 for Hospital accounts or (800) 406-1177 for Physicians accounts
 

Does Penn Medicine offer financial assistance?

Penn Medicine is committed to caring for our patients, regardless of their financial circumstances. We work hard to help address patient's financial responsibilities in a way that is sensitive and fair to their circumstances.

To determine if you may be eligible for assistance, please visit our Financial Assistance section for more detailed information.
 

Did you receive my payment?

To verify if your payment has been received and posted to your account, you can login into your account and view your current balance or you can contact our Patient Billing Customer Service Representatives at:

(877) 433-5299 for Hospital accounts or (800) 406-1177 for Physicians accounts
 

How do I reach the business office if I have questions?

If you have questions and our website information was not helpful, you can contact us via secure email or you can contact our Patient Billing Customer Service Representatives at:

(877) 433-5299 for Hospital accounts or (800) 406-1177 for Physicians accounts
 

What is the difference between a hospital billing statement, and a professional services billing statement?

Various physicians that work within the Penn Medicine hospitals are considered to be hospital-based providers. This means that we are required to bill separately for facility and provider charges. As a result, you may receive 2 bills for the services you received.

Hospital billing could include:
• Inpatient Room Charges
• Operating Room Charges
• Special Services (such as radiology or laboratory services ordered by your
  physician)
• Pharmacy
• Nursing Care
• Meals


Physician billing could include:
• Physicians services (Inpatient or outpatient hospital based services)
• Laboratory
• Anesthesia
• Radiology
• Ambulance
• Pathology
• Diagnostic Testing Interpretation
• Specialty professional services


*** You also may receive statements for consultation charges if your primary care doctor or attending physician spoke with a specialist such as a radiologist or pathologist about your treatment or test results.
 

How does my insurance company receive the claims for health care services?

To insure proper and prompt processing of your claim, please be sure to verify the insurance information we have at the time of your registration. After receiving information from you about your insurance provider we work with them to determine your coverage. We prepare a claim based on services provided to you and our billing offices will file an insurance claim directly to your primary insurance carrier and when appropriate to your secondary insurance carrier. Once we have received the Explanation of Benefits from your insurance carrier, we will adjust the charges on your account accordingly.

If you have not received notice of payment to us from your insurer within 60 days of receiving a copy of your bill, we ask that you contact the insurer and encourage speedy payment.
 

What do I owe?

Your bill and a statement of how much you owe can be accessed via ‘My Account’ where you can log in, see exactly what you owe and how much you have paid. If you have further questions please contact a Patient Billing Customer Service Representative at:

(877) 433-5299 for Hospital accounts or (800) 406-1177 for Physicians accounts
 

Will I receive a bill?

You will receive a bill only after we have contacted your insurance company and received their payment based off your plan. The remaining balance owed will be calculated and billed to you directly.
 

How can I set-up a payment plan?

Payment plan eligibility and terms are based off of the balance on the account. If you are interested in verifying if your account is eligible, please contact a Patient Billing Customer Service Representative at:

(877) 433-5299 for Hospital accounts or (800) 406-1177 for Physicians accounts
 

How can I request an itemized statement?

You can request an itemized statement online if you are a registered user or you can contact our Patient Billing Customer Service Representatives at:

(877) 433-5299 for Hospital accounts or (800) 406-1177 for Physicians accounts

All itemized statements are sent via regular mail. Please allow up to 10 business days to receive the requested statement.
 

How does my insurance company receive the claims for health care services?

To insure proper and prompt processing of your claim, please be sure to verify the insurance information we have at the time of your registration. After receiving information from you about your insurance provider we work with them to determine your coverage. We prepare a claim based on services provided to you and our billing offices will file an insurance claim directly to your primary insurance carrier and when appropriate to your secondary insurance carrier. Once we have received the Explanation of Benefits from your insurance carrier, we will adjust the charges on your account accordingly.

If you have not received notice of payment to us from your insurer within 60 days of receiving a copy of your bill, we ask that you contact the insurer and encourage speedy payment.
 

I forgot my password and/or my username. What do I do?

Select ‘Forgot Your Password?’ when attempting to login and provide the email address used to register. Your password will be sent to this email address.

If you cannot remember your username, contact Technical Support at:
(877) 433-5299 for Hospital accounts or (800) 406-1177 for Physicians accounts
 

How do I change my password?

Once you have logged into your account, select the ‘Change Password’ option within the ‘My Account’ page.
 

What if my e-mail address has changed?

To change your e-mail address, log in to your account and then click the ‘Edit Contact Information’ within ‘My Account’ page. Update the Email address box with your new email and click "Save Changes". The email you entered will be used for any future email correspondence.
 

What is a deductible, co-pay and coinsurance?

A deductible is the amount you owe for health care services before your health insurance or plan begins to pay. Deductibles are applied based off of service type and plan year. Not all services are subject to the deductible.

A co-pay is a fixed dollar amount that you pay for a covered health care service, usually when you get the service. The amount can vary by the type of covered health care service.

A coinsurance is a shared cost of a covered health care service, calculated as a percent of the allowed amount for the service. You pay coinsurance plus any deductibles you owe. Each health plan varies.
 

How can I provide new or updated insurance to Penn Medicine?

Once you have registered and/or logged into your account, you can update your insurance information by clicking on the Update Insurance Information option within the menu on your account home page.

OR you can contact our Patient Billing Customer Service Representatives at:

(877) 433-5299 for Hospital accounts or (800) 406-1177 for Physicians accounts
 

Why didn’t my insurance company pay?

If you provided insurance information at the time of service then you should have received a letter or explanation of benefits from your insurance carrier which outlines how your claim was processed, any patient responsibility and the reason behind the patient responsibility. For any clarification on how your insurance carrier has processed your claim, you should contact them directly.

If your insurance information is incorrect please update your insurance online or contact us at:

(877) 433-5299 for Hospital accounts or (800) 406-1177 for Physicians accounts
 

How long will it take for my account to be resolved with my insurance carrier?

Each insurance company and account is different but the usual length of time required to resolve all claim issues is 60 days. If you have not received your Explanation of Benefits from your insurance company within this timeframe, we urge you to contact your insurance company directly for status on the claim processing.

How does my insurance company receive the claims for health care services?

To insure proper and prompt processing of your claim, please be sure to verify the insurance information we have at the time of your registration. After receiving information from you about your insurance provider we work with them to determine your coverage. We prepare a claim based on services provided to you and our billing offices will file an insurance claim directly to your primary insurance carrier and when appropriate to your secondary insurance carrier. Once we have received the Explanation of Benefits from your insurance carrier, we will adjust the charges on your account accordingly.

If you have not received notice of payment to us from your insurer within 60 days of receiving a copy of your bill, we ask that you contact the insurer and encourage speedy payment.
 
Contact Us:   Email Us  |   Hospital Accounts (877) 433-5299   |   Physician Accounts (800) 406-1177