Q & A

We recommend checking your insurance benefits for general account questions, then contact 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.

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 upon your individual benefits. Bills are generally submitted to the primary insurance company and 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 health care benefits can be challenging. We encourage you to reach out to your insurance company, review your health care 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.

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.

To ensure smooth billing at AdventHealth, please:

• Verify your insurance is accepted AdventHealth and that 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 authorizations requirements
• If you have multiple coverages, validate your coordination of benefits with your insurance is correct
• Request an estimate for any schedule services
• If uninsured, explore our financial assistance programs.

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 any overpayments to issue any refunds, and can confirm if a refund is due.

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.

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.

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.