Billing and Financial Assistance FAQs

Making It Easy to Find the Answers You Need

You deserve to have all the information you need about billing and financial assistance. That’s why we’ve made it easy by compiling answers to our patients’ frequently asked questions so you can spend more time focusing on what matters most: healing.

FAQ Sections
Bad Debt/Collections Billing Financial Assistance General Questions and Billing Disputes Medicare Payment Payment Options
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Bad Debt/Collections

  • What actions are taken if my hospital billing account is overdue?

    You will receive a minimum of four statements to the address on file (or based on your notification preference) from AdventHealth if a balance is due. If the account remains unpaid, it may be referred to a collection agency. To prevent collections, a payment plan should be established to resolve the balance. Payment plan options are available in the AdventHealth app or by contacting Customer Service at 855-241-2455.

    All statements from AdventHealth and its affiliates are sent based on the information provided during the service. If inaccurate information is provided, such as your phone number, mailing address or email address, we request you contact Customer Service immediately to update your information.

    We understand that different circumstances can make it difficult to pay on time, and we are here to support you. We are happy to assist with payment plans, discuss financial assistance, or explore additional options based on your scenario at 855-241-2455 or through the AdventHealth app.

  • If my account was sent to collections, who can I contact?

    You will receive a minimum of four statements to the address on file (or based on your notification preference) from AdventHealth if a balance is due. If the account remains unpaid, it may be referred to a collection agency. To prevent collections, a payment plan should be established to resolve the balance. Payment plan options are available in the AdventHealth app or by contacting Customer Service at 855-241-2455. If you feel your account was sent to collections in error or you would like to resolve your balance, please contact the Collection Agency directly from your statement or by contacting Customer Service at 855-241-2455.

Billing

  • I have insurance, so why am I receiving a bill?

    We understand that managing healthcare costs can be stressful. While insurance covers many expenses, some costs may still fall to you, including copays, deductibles, and other charges. After your visit, you'll receive a bill once your insurance processes these costs, based on the Explanation of Benefits (EOB) provided.

    Additionally, please be aware that there could be extra charges from service partners who have contributed to your care. At AdventHealth’s provider-based locations, you may face both hospital facility charges and a professional fee for outpatient services. This could mean separate deductible and coinsurance payments for the facility services and the physician bill.

    If you don't have insurance or find it difficult to pay, we encourage you to reach out to us and review our financial assistance policy. We are here to support you and explore all available options to help manage these expenses through the AdventHealth app, contacting customer service at 855-241-2455, or visiting the Additional Bill Types section of the Pay My Bill page on the AdventHealth site.

  • What is an Explanation of Benefits (EOB)?

    An EOB, or Explanation of Benefits, differs from an AdventHealth bill. An EOB is a document provided by your health insurer that outlines the details of medical services received, including the types of services, their costs, and insurance payments. It helps you understand your coverage, track expenses, and monitor plan limits such as deductibles and out-of-pocket maximums that your insurer will send to you. If you would like to receive your EOB, contact your insurer at the phone number on the back of your insurance card.

    The EOB provides a summary of services received, associated costs, and insurance payments.

  • Why does my statement balance differ from my online balance?

    AdventHealth statements are generated every 28 days, while online balances are updated daily. Payments change the online balance immediately, and you can check your balance online or in the app here.

  • How are insurance claims processed?

    All charges for facility, doctor visits and any other services you receive are sent to your insurance carrier as a claim. Claims that we submit to your insurance carrier are paid based on your individual benefits. Bills are generally submitted to the primary insurance company. If you have a secondary insurance company, a claim will be submitted to the secondary insurance company after the primary insurance company has paid.

    Most health insurance claims are processed and paid in approximately 45 days from the date of billing, but this time can vary depending on your insurer. (Note: infusion, rehab, radiation and physical therapy claims and other recurring type services are billed monthly). Any non-covered services must be paid for by you.

    We understand that navigating healthcare benefits can be challenging. We encourage you to reach out to your insurance company, review your healthcare benefits coverage information thoroughly, and take the time to research so you can feel confident about what is covered under your plan. If you have additional questions, please contact us at 855-241-2455.

  • What is an itemized bill?

    An itemized bill (also called a statement) provides detailed billing information for a visit, listing each service and its cost, and does not appear on the monthly statement of account. The itemized bill is informational only, indicating services have been finalized and insurance was billed. It is not a bill. Hospital Services listed on your itemized bill include room use, medical services, supplies, and equipment. Facility or treatment room fees will be listed here as well.

    In some states, such as Texas, receiving an itemized bill for every account is a requirement. Per SB490, the itemized bill will appear in your account at the time of billing. If you do not have an AdventHealth Account, you'll receive an SB490 Itemized Bill when there is a balance due.

    You can request an itemized bill anytime by using the self-service option through the AdventHealth app. For further assistance, you can reach us via AdventHealth app billing message, using the contact us form or by calling our Customer Service Team at 855-241-2455. Please review the document link for step-by-step instructions on how to get itemized bill information in the AdventHealth app.

  • How do I file a formal grievance?

    For balance disputes, please contact our customer service department in writing, at AdventHealth Customer Service, PO Box 935979, Atlanta, GA 31193-5979.

    All written inquiries should include the following information:

    • Patient's Name
    • Account or Statement Number
    • Description of Dispute or Grievance
    • Date (s) of Service

    While the dispute is under review, AdventHealth will waive payment requirements for the disputed amounts by placing the account on hold. Once the dispute process is complete, we will contact you on the final resolution. If you are represented by an attorney or need to discuss legal billing matters, please contact AdventHealth by phone directly at 800-706-1037 or by mail at AdventHealth Customer Service, PO Box 935979, Atlanta, GA 31193-5979. All undisputed balances follow normal billing practices.

  • How can I remove my name as financially responsible/guarantor from the bill and have the person responsible listed instead?

    Financial Responsibility for Minor Accounts

    In most cases, the legally authorized representative who signs the Treatment and Consent Agreement is financially responsible for a minor’s account. If a court order designates a specific adult as financially responsible, please contact us at 855-241-2455 for guidance on submitting the custody documentation so we can update the account accordingly.

    Financial Responsibility for Adult Accounts

    Adults are generally responsible for their own medical bills. If you believe another party should be financially responsible, please contact us at 855-241-2455 to discuss your situation.

  • How can I ensure I'm not caught off guard by unexpected charges?

    To ensure smooth billing at AdventHealth, please:

    • Verify your insurance is accepted by AdventHealth and that the information provided is accurate at the time of service
    • Review your insurance coverage for the services you anticipate
    • Confirm copay, any outstanding deductible and out-of-pocket maximums
    • Confirm if there are any authorization requirements
    • If you have multiple coverages, validate that your coordination of benefits with your insurance is correct
    • Request an estimate for any scheduled services
    • If uninsured, explore our financial assistance programs

  • Can I speak with someone about my bill?

    Yes. You can contact our Customer Service team at 855-241-2455 for any questions related to your bill.

  • Why does the hospital ask for my involvement in contacting the insurance company regarding my services?

    AdventHealth will make every effort to resolve the account balance with your insurance carrier or other coverage. However, there are instances where your active involvement is crucial to successfully resolving the issue. Studies have shown that patient participation in communicating with insurance companies can significantly improve the chances of resolving claims. Your assistance in providing necessary documentation, following up on pending claims, and clarifying any discrepancies can make a substantial difference in getting your claims paid promptly.

  • Why am I no longer receiving my statements in the mail?

    When you create an AdventHealth Account, you will be automatically enrolled in paperless billing. This feature allows you to conveniently access your billing statements online and make payments directly through the portal.

    If you prefer to receive paper billing statements instead, you can change this setting by logging into your AdventHealth Account. Navigate to the Billing Summary from the Menu, and click on the “cancel paperless billing” link located below your statement.

    Once an account balance reaches zero, statements will no longer be sent. You can confirm this in the AdventHealth app or by contacting customer service at 855-241-2455.

  • How can I view the financial information for my minor child?

    If you are responsible for a minor’s medical bills (guarantor), the minor’s financial information is available under your login on the AdventHealth app or the AdventHealth Patient Portal website. If you are not the guarantor, you can use guest pay to make payments without accessing health records. Additionally, if you are not listed as the guarantor on the minor child’s account and have legal documentation clearly stating you are fully responsible for the minor child’s medical bills, you can become the guarantor on your minor child's account by contacting customer service at 855-241-2455 and providing legal documentation.

    If you are the legal guardian of a minor and already have an AdventHealth app account but have not added your minor child to your account, you can do so in person at your next AdventHealth appointment.

Financial Assistance

  • Does AdventHealth offer financial assistance?

    We understand the challenges you may face in covering healthcare costs, and it is our mission to support individuals in need.

    If you are uninsured, recently unemployed or no longer covered by insurance, you may qualify for financial assistance. Even if you are insured, financial assistance may be available with qualifying criteria. Colorado patients may qualify for discounted care.

    More information can be found here: https://www.adventhealth.com/legal/financial-assistance.

    Our Financial Assistance team would be happy to answer any questions about the application process. You can apply through the AdventHealth app or contact us at 855-241-2455.

  • I have an approved Financial Assistance application but need additional medical care. What are my options?

    Financial Assistance is approved for a specific timeframe, so you may still be eligible for assistance under your current application. If your approval dates have lapsed, you can reapply through the AdventHealth app or contact us at 855-241-2455.

    *Note: Medically necessary care is covered under Financial Assistance. A medically necessary service does not include any of the following: (1) non-medical services such as social and vocational services; (2) Elective cosmetic surgery, but not plastic surgery designed to correct disfigurement caused by injury, illness, or congenital defect or deformity.

  • Does my Financial Assistance approval cover all AdventHealth hospitals and physicians?

    AdventHealth hospitals and AdventHealth Medical Group physicians’ services may be covered for financial assistance. A list of participating locations and providers is available in the Find Additional Support by Hospital Location section of the AdventHealth Financial Assistance page. You may receive services from outside providers that may or may not be covered under AdventHealth Financial Assistance. A link to our full Financial Assistance policy can be found here.

  • If I apply for financial assistance, is my information kept private?

    All information related to your application is kept confidential and will be reviewed only by Financial Assistance team members for the purpose of determining your program eligibility.

  • How can I get assistance to determine if I am eligible for Medicaid?

    At AdventHealth, we believe in caring for the whole person — body, mind and spirit. From medical bills to health insurance, we are dedicated to helping you access the support you need for your care. As part of this commitment, in Florida we have partnered with Apprio Health, in Colorado we have partnered with Centauri Health Solutions, and all other states we partner with Firstsource to provide you with comprehensive Medicaid application assistance.

    Should you receive communication from a vendor representative, kindly respond as your cooperation is essential. In line with our Financial Assistance policy, to be eligible at our facilities, you must engage with our Medicaid screening process. Promptly responding to calls, letters, or text messages from these vendors is mandatory. Failure to fully cooperate will result in receiving a bill for services rendered.

  • Where can I find more information on AdventHealth's Financial Assistance Policy?

    Our Financial Assistance Policy can be found in full on our website at: https://www.adventhealth.com/legal/financial-assistance. If you would like to apply for financial assistance, you can apply through the AdventHealth app or contact us at 855-241-2455.

General Questions and/or Billing Disputes

  • My balance or charges appear incorrect on my statement. What can I do?

    Please contact our Customer Service team at 855-241-2455 to review the charge details or answer any questions you may have about your statement. If additional review is needed, they will guide you through the process and the timeframe to receive a final determination and will place your account on hold until the review is complete.

  • Where do I go for general questions?

    We recommend checking your insurance benefits for general account questions, then contacting your insurance provider for policy coverage changes.

    Our customer service representatives are ready to help with any balance or care inquiries at 855-241-2455. Or you can also use MyChart's Messaging function to submit your questions through the AdventHealth app.

Medicare

  • What is an Advance Beneficiary Notice (ABN)?

    There may be occasions when Medicare does not cover certain tests, even if your doctor believes they are medically necessary. During these times, AdventHealth, guided by our commitment to compassionate care, must request that the patient assume the cost of these services. Signing the ABN is an acknowledgment of Medicare's potential non-coverage and your financial responsibility. For further information, please visit medicare.gov or call 1-800-633-4227 (1-800-Medicare). We are here to support you in every step of your healthcare journey.

  • What is a Medicare Wellness Visit?

    A Medicare Wellness Visit is a yearly appointment with your primary care provider that includes a review of your medical and family history, as well as routine measurements like height, weight and blood pressure. During this visit, you will complete a Health Risk Assessment and develop a personalized prevention plan with your provider.

    Wellness visits focus on preventive care to maintain overall health, while diagnostic visits address specific medical concerns or symptoms, often involving tests and procedures to diagnose and treat issues. For more details on Medicare Wellness Visits, visit medicare.gov or call 1-800-633-4227 (1-800-Medicare).

  • What coverage will I receive if I'm put under observation status as a Medicare patient?

    Observation status is covered by Part B, with a deductible and copay applying. It is not considered hospitalization and does not affect your Medicare Part A benefits. No hospital days are used, and the Part A deductible is not required. Medicare does not cover self-administered drugs in observation status. For more information, visit medicare.gov or call 1-800-633-4227 (1-800-Medicare).

Payment

  • Why am I not able to see an option to pay my bill online or in the AdventHealth app?

    We understand that making online payments can sometimes be confusing.

    Active accounts with outstanding balances appear on the online portal. You can view your bill online at Account.AdventHealth.com or through the AdventHealth app.

    Balances transferred to a collection agency or from a legacy system won't show up on your AdventHealth Account. Depending on where you receive services, your bills may appear on different portals.

    Other factors, such as legacy systems, ancillary providers, insurance claim reprocessing, and payment posting timing, can impact billing.

    If you have any questions or need assistance, or if you prefer to pay your balance over the phone, please do not hesitate to contact our Customer Service team at 855-241-2455.

  • How do I set up a payment plan?

    You can set up a payment plan by clicking on the “Set up a payment plan” option in the AdventHealth app or through links provided in email or SMS messages. You can also request a payment plan by contacting Customer Service by phone at 855-241-2455.

  • How can I get a refund for my overpayment?

    If we find that an overpayment has occurred, we are happy to review, and you can contact customer service at 855-241-2455 to assist. We often review for overpayments to issue any refunds and can confirm if a refund is due.

  • Can I make a payment by phone?

    Yes, payments can be accepted by phone by contacting our Customer Service team at 855-241-2455.

  • I received a notification of a declined payment toward my payment plan. How do I update my credit card?

    To update your credit card on the AdventHealth app, open the app, navigate to the billing section, and follow the instructions to add a new card or edit existing payment information. To update by phone, you can contact Customer Service at 855-241-2455.

  • What should I do if I make an error or pay the wrong amount?

    If your online payment is incorrect, please contact Customer Service at 855-241-2455. Voiding an incorrect payment can only be completed on the same day the transaction was processed and during our Customer Service hours. If outside that time frame, a refund will have to be requested and the correct payment issued.

  • Is my online payment secure?

    Our website employs state-of-the-art encryption software to safeguard your confidential information. We invite you to review our privacy practices and HIPAA compliance details:

    https://www.adventhealth.com/legal/privacy-policy

Payment Options

  • Can I pay a bill without creating an online account?

    It is possible to pay a bill without creating an online account. Visit the link to the online billing portal provided on your billing statement and select the Pay Bill as Guest option or by clicking the following: https://account.adventhealth.com/MyChartPRDDATA/Billing/GuestPay/PayAsGuest

    Your billing statement includes the necessary account information, Guarantor number, and other relevant details required for completing the payment online. You can also contact Customer Service at 855-241-2455.

  • What are my payment options?

    You can pay your bill with a check, credit card or debit card:

    Payment Plan: To set up a payment arrangement or combine new balances with an existing plan.

    Financial Assistance: If you cannot pay your balance, you may be eligible for financial assistance and can apply by phone at 800-462-0490 or visit FinancialHelp.AdventHealth.com.

    Please allow three to five business days for payment processing. If payment is received by check, it could take longer depending on postal delivery timeframes. Payments will be reflected on future statements. If you'd rather speak to a representative or need additional help, please give our Customer Service team a call at 855-241-2455.

  • How are my payments posted to my accounts?

    If you have multiple accounts and make a payment, we will apply it to the oldest self-pay balance first. This approach helps us ensure your accounts are managed effectively, alleviating any stress related to outstanding balances.

  • Are there any fees for paying my bill online?

    No, AdventHealth does not charge a fee for online bill payment.

International Patients

  • I live outside of the United States. Can I still receive care at AdventHealth?

    Yes, we welcome patients from around the world. Our team is here to help you understand your financial responsibilities, insurance coverage and payment options before and after your visit.

  • How will I receive my bill if I live outside of the United States?

    You may receive billing communications by mail, email or other available methods based on the information you provide during registration. If you have questions about a bill or are unable to access online billing tools, please call our Patient Financial Services team at 855-241-2455 for assistance.

  • I can’t access the patient portal because I have a non-U.S. address. What should I do?

    Some international patients may experience limitations with online billing tools. If you can’t access your account or make a payment online, please call our Patient Financial Services team at 855-241-2455, and one of our team members will gladly assist you with payment options and account support.

    Managing your AdventHealth account online is now easier when you are outside the United States. The web portal, account.adventhealth.com, is now available in 57 approved countries, giving more people access to their AdventHealth account from a web browser.

    Please note: The AdventHealth mobile app is only available to download through U.S. app stores. Expanded international access applies to the web portal only at account.adventhealth.com.

  • Do you accept international credit cards?

    No, we currently only accept major U.S.-based credit cards.

  • Can I pay my bill from outside the United States?

    Yes. International patients can work with our Patient Financial Services team to understand available payment methods and complete payments from abroad.

  • I have travel insurance. Will AdventHealth bill my insurance company?

    Coverage depends on your specific travel insurance plan. International and travel insurance plans often require additional verification of benefits before claims can be processed. We encourage you to contact your insurance company before getting healthcare services whenever possible.

  • Do I need authorization from my travel insurance company?

    For emergency services, prior authorization is generally not required. However, you should contact your travel insurance company as soon as possible so they can open a case and provide information on benefits.

  • Will I receive an estimate before getting healthcare services?

    When possible, we can provide estimates based on the information available to us. You can explore general price estimates using our price estimator tool. Estimates for international patients may require additional review because many international insurance plans are not available through standard U.S. insurance verification systems.

  • Can international patients apply for financial assistance?

    Yes. Financial assistance may be available to eligible patients receiving emergency or medically necessary care. Eligibility is based on financial need and other program criteria.

  • What if I don’t have insurance coverage?

    If you don’t have insurance, you may qualify for self-pay options, payment plans or financial assistance, depending on your circumstances and eligibility.

  • Does being an international patient automatically qualify me for financial assistance?

    No. Financial assistance is based on eligibility requirements and financial need, not citizenship, nationality or diagnosis. Each application is reviewed individually.

  • Whom should I contact if I have billing questions?

    Please contact our Patient Financial Services team for assistance with:

    • Billing questions
    • Financial assistance information
    • International patient account support
    • Payment options
    • Travel insurance questions

    You can reach our Patient Financial Services team by calling 855-241-2455 855-AHI-BILL).

  • Can I receive assistance in my preferred language?

    Interpreter and language assistance services are available to help ensure you understand your treatment and financial responsibilities. Please tell one of our team members if you need language assistance, and they’ll be happy to help you.

  • I provided a U.S. address for where I was staying in the U.S., but now I’m back home. How do I update my address?

    To update your contact information, please call our Patient Financial Services Customer Service team at 855-241-2455.

  • I received communication from a company called Sunbelt International. Why are they contacting me?

    We partner with a third-party company, Sunbelt International, to best manage your claim. They help us support international patients by specializing in international healthcare claims.