Registration, Billing & Payment FAQ @accordionTitleTag.Name>
At Orlando Health Rockledge Hospital, our goal is to deliver quality healthcare and the best possible patient experience. We know that understanding hospital registration and billing processes may be overwhelming at times. We take a positive and proactive approach to patient billing and collections and strive to coordinate payment for services in the most efficient, timely and customer-focused manner possible. To further assist you in understanding these services and answer any questions you might have, please review the following compiled frequently asked questions.
If your doctor’s office has scheduled your care at our hospital in advance, we will make every effort to make sure you are pre-registered prior to your arrival. If your doctor’s office was not able to schedule your service in advance, you can pre-register by contacting the Registration Department at (321) 637-3030, option 1, prior to your service between the hours of 8:00 am and 4:40 pm. If you pre-register, your wait time may be reduced by 10 minutes or more. When you come to the hospital on the day of your service, please bring your insurance card, photo ID and your doctor’s orders. If at any point in our registration process you have not experienced our commitment to excellence, please ask to speak with a member of management.
Hours
Monday - Thursday 8:00 am - 5:00 pm
Friday 8:00 am - 4:00 pm
Our first priority is your health and safety. We ask to see your identification to make sure we access and update the correct medical record. It also helps to protect you from fraud. Statistics released by the Federal Trade Commission suggest that more than 3.25 million Americans have had their personal information used by someone else for illegal activities. By requesting proof of identity, we are able to safeguard your personal medical and financial information.
We are happy to file an insurance claim on your behalf, but to do so it is important that we have the most current and accurate information about your insurance coverage and specific plan benefits. That is why it is our policy to verify your insurance information at each visit.
Many of the questions we ask are either required by your insurance company or requested to ensure that we have the most accurate information on file. This information allows us to comply with the requirements of your insurance company and to file your claim with little or no involvement on your behalf. If you have coverage with Medicare or Medicaid, the government mandates that certain questions and forms be completed at the time of each visit.
It is our goal to provide you with a comprehensive overview of your insurance benefits prior to receiving hospital services. Our process allows you the opportunity to understand how your health insurance benefits will be applied to the service and the opportunity to ask specific questions about your insurance benefits. We also will take this opportunity to discuss the financial options available for any amount not covered by your insurance. In keeping with the terms of your agreement with your insurance company, as well as the agreement between the insurance company and the hospital, it is our practice to request that co-payments and deductibles be paid prior to or on the day of service.
We accept payment by cash, check and most major credit cards.
If you have an HMO plan that we are contracted with, you may need a referral/authorization from your primary care physician (PCP) based on your plan design. If we have not received a referral prior to your arrival for your scheduled service, we have a telephone available for you to call your PCP to obtain it. If you are not able to obtain the referral at that time, your appointment may be rescheduled.
If your physician recommends a minor procedure, a team member will be available to answer specific questions about the procedure scheduling process, discuss the paperwork and tests involved, and complete all pre-certification/authorization requirements that may be needed for your insurance company to pay the maximum benefits on your behalf.
You also will be asked for a pre-surgical deposit, with the amount depending on your insurance coverage and deductible amount. A cost estimate that shows your financial responsibility, based on the benefit levels and coverage of your insurance plan, will be explained by a team member.
A parent or legal guardian must accompany patients who are minors on the patient’s first visit. The accompanying adult is responsible for payment of the account, according to the policy outlined above.
Registration and Billing are committed to providing excellent customer service and require team members to pledge their commitment to this goal. If at any time you have questions or comments regarding your insurance coverage or your bill, please contact Patient Accounts at (888) 527-1968 during business hours: Monday – Friday, 8:00 am – 5:00 pm EST. You also may contact this department for an itemized bill after a hospital stay.
For your privacy, we require verbal or written authorization from you, the patient, if someone other than you is requesting information on your account.
This is a Medicare status for hospitals and clinics that comply with specific Medicare regulations. Medicare has determined that this hospital has met these regulations and has been designated as such. This status requires that the hospital send two separate bills to Medicare: one for the facility and one for the physician. This means you may receive two billing statements and two separate Explanation of Benefits statements from your insurance company for one date of service.
Helpful definitions
- Beneficiary: A person who receives benefits of any insurance plan or policy.
- Claim: A request for payment for services submitted by the provider.
- Coinsurance: A specified percentage of covered expenses which the insurance carrier requires the beneficiary to pay toward eligible medical bills.
- Co-pay or Co-payment: A specific set dollar amount contracted between the insurance company and the beneficiary to be paid prior to any services rendered.
- Covered Services: Services for which an insurance policy will pay.
- Deductible: A specified dollar amount of medical expenses which the beneficiary must pay before an insurance policy will pay.
- Explanation of Benefits (EOB): A statement from an insurance company showing the processing of a claim.
- Medically Necessary: Treatments or services that insurance policies will pay for as defined in the contract.
- Non-Covered Services: Services for which an insurance policy will not provide payment. These services are to be paid by the patient at the time of service.
- Pre-Certification/Authorization: A service-specific requirement that your insurance company’s approval be obtained before a medical service is provided.
- Provider: A person or organization that provides medical services.