Frequently Asked Questions

Office hours are Monday-Friday, 8:00 am to 5:00 pm

1. What is this bill for?

This bill is for hospital and medical services provided by Orlando Health. You are being billed for what insurance did not pay due to a copay, co-insurance, deductible or non-covered service.

2. Why am I receiving a bill?

You receiving a bill because insurance has paid or denied payment and it has been deemed that this balance is the patient’s responsibility.

3. How can I see my bill online?

You can view and pay your bill online via Quick Pay or our Online Bill Pay systems. 

4. Do you do settlements on account balances?

Unfortunately, we do not offer additional discounts as we have already applied a discount based on our contract with your insurance or based upon our self-pay policies. We offer payment plan options. Please review our Financial Assistance Policies for additional assistance.

5. Why did my account go to collections?

Once an account is determined to be the patient’s responsibility, Orlando Health will make a combination of phone and mail attempts over a 60-90 day period to reach the patient in order to obtain payment in full or to establish an agreed upon payment plan. If neither are done at the end of this time, the hospital has no choice but to seek assistance form one of our bad debt recovery companies.


6. Why am I being sent to collections when I did not receive a bill?

All statements from Orlando Health and their affiliates are sent based on the information obtained at the time of service. If inaccurate information is obtained, Orlando Health will not be able to reach you. It is very important that you confirm your current address during your registration; additionally, if you are insured your insurance company will send you an explanation of benefits after they have processed your claim. If you receive this and have not received a statement from Orlando Health, it would be in your best interest to reach out to the hospital at 407.650.3800. You can assist in preventing your account from going into collection by contacting the hospital in a timely manner after receiving your explanation of benefits.


7. How can I apply for financial assistance?

Please review our Financial Assistance Policies for assistance.

8. What is my account balance?

You can view your bill online at Online Bill Pay system or call us for verification.

9. Do you have my insurance on file?

We list the insurances on file on your bill. You can view your bill online at Online Bill Pay system or call us for clearification.

10. How can I update my insurance?

Insurance information can be updated online at Online Bill Pay system, by phone, email, fax or mail.

11. How do I set up a payment plan?

Payment plans can be set up by phone, email, or mail by selecting the payment option on the bill.

12. Who do I call to dispute the charges on my bill?

If you feel that you are being charged for services that you did not receive, please contact us to initiate the dispute.

13. I made an overpayment, how do I receive a refund?

When we discover that we have been overpaid, the overpayment will either be transferred to the patient’s other accounts that have a balance or refunded.

14. How can I request itemized statements?

Itemized statements can be requested online at Online Bill Pay system, over the phone, email or mail.

15. Why am I receiving multiple bills for one service? (ER, Radiologist, Anesthesiologist & other physicians)

The hospital and the professional services provided in the hospital are billed separately. The hospital charges for the room, equipment, supplies, technicians and nurses who cared for you. Any physician or allied health professional that treated you during your stay will have a separate bill.

16. Can I make a payment over the phone?

Yes, payments can be made by phone.

17. Can my account be removed from Collections if I start making payments?

The account will remain with collections. Payment plan options are available with the collection agency.

18. Why is my card still being charged after my payment plan has been satisfied and my account is a zero balance?

Automatic payment plans will continue to occur for a set time. If your balance has changed due to an extra payment or an adjustment, it will change the amount due originally set up on the payment plan. Please contact us if you feel you have overpaid.

19. I received a declined payment email for my payment plan. How do I update my credit card?

If you have a new credit card or need to switch payment methods on your payment plan, please contact us.

20. How do I get my name off the bill as guarantor and get the responsible person listed on the bill?

A condition for treatment form can be sent to the responsible person to print, sign, and date. Someone else will need to sign and date as a witness. After the new condition for treatment is sent to us we can update the account with the new guarantor.

21. If Orlando Health accepts my insurance, do I also need to check that my doctor, who practices at Orlando Health, accepts my insurance? 

Yes. Healthcare practitioners who provide services in the hospital may or may not participate with the same health insurers or health maintenance organizations as the hospital. It is recommended to confirm/contact the healthcare practitioner who will provide services in the hospital to determine which health insurers and health maintenance organizations the practitioner participates in as either a network provider or preferred provider.