Q & A

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.Medicare.

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.Medicare. We are here to support you in every step of your healthcare journey.

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, please contact your insurer on the back of your insurance card.

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

An itemized 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 statement is informational only, indicating services have been finalized and insurance was billed. It is not a bill. Hospital Services listed on your itemized bill includes 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 statement for every account is a requirement. Per SB490, the itemized statement will appear in your account at 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 statement 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.

Document link with step-by-step instructions on how to get the itemized bill info on the AH App.

If your online payment is incorrect please contact Customer Service at 855-241-2455. Voiding 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 correct payment issued.

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.

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 validate this is the case in the AdventHealth App or by contacting customer service at 855-241-2455.

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. And 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 you if prefer to pay your balance over the phone, please do not hesitate to contact our Customer Service team at 855-241-2455.