Frequently Asked Questions

Physician and hospital charges for Penn Medicine are combined in a single statement. If you are receiving a separate statement, there is a possibility you are being billed for services rendered by a physician that is not part of Penn Medicine. If you have any questions regarding the billing, please contact the number on your statement. For more detailed information see Understanding Your Bill.

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. For clarification on how your insurance carrier has processed your claim, please contact them directly.

If your insurance information is incorrect or is not listed on your statement, please call (800) 406-1177 for assistance. You can also login to the Enhanced Bill Pay Portal and update your insurance information by clicking on ‘Update Insurance Information' within the My Account dropdown.

You can submit your dispute details by accessing the Enhanced Bill Pay Portal. Once you are in the Portal, select "File a Dispute" from the "Account Requests" dropdown at the top of the page. If you prefer to speak to one of our Patient Billing Customer Service Representatives, please call (800) 406-1177.

Once a response is received from your insurance carrier and we have confirmed that there is a patient liability, we will bill the patient. However, this process is dependent on when we receive a response from the insurance carrier. In addition, insurance carriers often request additional information that could delay the processing of your claim.

Billing statements are sent monthly for services that have an outstanding patient balance. Once payment in full is received, billing statements are no longer generated.

For your convenience, Penn Medicine accepts a variety of payment types and offers several ways to pay. See Payment Options for more information.

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.

Please allow up to 3 business days for your payment to be posted to the system. To verify if your payment has been received and posted to your account, you can access the Bill Pay Portal and view your current balance or you can call (800) 406-1177.

Most of the services provided at our facility are made up of two components, the professional and technical. The hospital bills for the technical and/or facility charge and the physician bills for the professional services and/or interpretation of the test. In an effort to simplify this process for our patients, the outstanding balances for physician and hospital services are now consolidated on a single bill.

Your billing and latest statement can be accessed via the Enhanced Bill Pay Portal. If you have further questions, please call (800) 406-1177.

Payment plan eligibility and terms are based on the account balance. If you are interested in finding out if you are eligible for a payment plan, please call (800) 406-1177.

You can request an itemized statement online in the Enhanced Bill Pay Portal or you can call (800) 406-1177.

All itemized statements are sent via regular mail. Please allow up to 5 business days to receive the requested statement.

Claims are submitted to your health insurer based on the information provided at the time of your visit. As a result, it is extremely important that you provide the most current insurance information at the time services are provided.

You can update the information online. After accessing the Enhanced Bill Pay Portal, find "Update My Insurance Information" in the My Account drop down in the navigation at the top of the page. Then, select the patient that needs the insurance information changed, follow the prompts to enter the new or updated information and click "Update". This will be forwarded for validation and processing.

Or you can call (800) 406-1177 and we can help you update this information.

If your insurance information is in our billing system when the services are rendered, your insurance carrier will be billed directly. However, if the information is inaccurate, incomplete or missing, we would be unable to submit a claim to your insurance carrier and therefore, a bill will be sent to you. If you received a bill but expected your insurance carrier to be billed, it is important that you update your information with us immediately.

You can update your insurance information by calling (800) 406-1177, or online in the Enhanced Bill Pay Portal.

Any reimbursement received from your insurance carrier will be reflected on your billing statement.

To obtain a clear understanding of your benefits and what your insurance covers, you must contact your insurance carrier directly. Your insurance carrier will be able to explain the details behind the claims processing.

A deductible is the amount you owe for health care services before your health insurance or plan begins to pay.

A co-pay is a fixed dollar amount that you pay for a covered health care service.

A coinsurance is the shared cost of a covered health care service, calculated as a percent of the allowed amount for the service.

Each insurance company and account is different, but the typical length of time required to resolve 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.