Frequently Asked Questions

Montefiore Medical Center

Thank you for choosing Montefiore Medical Center. We understand that billing and payment for health care services can be confusing and complicated. Hopefully the following information will answer some of your questions.
Click here for a sample statement

Call Us with Billing Questions

If you have any questions about your bill(s), please contact our Customer Service Department and request to speak with a Patient Account Representative Monday through Friday from 8 a.m. till 6 p.m. Please call the telephone number that appears on your statement.

Who Can Discuss a Bill

Confidentiality is important. Our Patient Account Representatives may only speak with the patient or the person designated in writing by the patient to receive the bill(s) on behalf of the patient. This is required by both federal and state law.

Have Your Statement on Hand

To help us answer your questions efficiently, have a copy of your statement, insurance card(s) and any additional information available.

We Bill Your Insurance Directly

For services typically covered by insurance, we will bill your primary insurance company, and if applicable, your secondary insurance company as a courtesy, including Medicare and Medicaid.

It is important to remember that health insurance coverage varies and some services may not be covered. If you have questions regarding your health insurance coverage, please call your insurance company to better understand how your policy works prior to receiving care by Montefiore Medical Center.

Statements for Unpaid Balances

If your insurance company does not pay the entire bill, we will send you a statement to notify you of any remaining unpaid balances. We will not send you a statement until your primary insurance company has fulfilled its financial responsibility.

Methods of Payment

For your convenience, we accept checks, credit cards (American Express, Discover, Visa and Master Card) for payment. You can call the Customer Service Department and give them your credit card information over the telephone or you make pay by credit card over this secure web site. Please note: payment is due upon receipt of your statement.

Online

Credit card payments made on this on-line portal will be applied to your patient account within 48 business hours from the time of transaction.

Mail

Payment should be sent to the address in the remit to section of your statement. For your convenience, a return envelope has been enclosed. To ensure that we credit your account properly, tear off the top portion of your bill and mail it in the envelope provided. If paying by check, write your account number(s) on your check.

Submitting Partial Payment

If you choose to submit a partial payment that is less than the total balance due, the Montefiore Medical Center Business office will need to determine where to apply the partial payment.

Overpayment Questions

Please contact Customer Service if you have any questions regarding overpayments. If applicable, we will apply any overpayments to any of your other outstanding balances.

Inform Us of Changes

If you are a current patient, please inform us if your personal or insurance information has changed since your last visit. The lack of current information can cause payment delays or denials that may ultimately leave you responsible for payment.

Making Co-payments

Co-payments for both physician and hospital care and other balances you may owe are due on the day you receive services. If your insurance requires it, you will need to pay for estimated coinsurance or deductibles related to your care. If you have any questions regarding your co-payments or deductibles, please call your insurance company.

Authorization of Services

Most health plans require authorization, particularly for elective services, and may require you to notify your primary care physician. If your insurance company decides your service was not medically necessary, is a pre-existing condition, or is not a covered service, you will be asked to pay at the time of service.

Consent = Financial Responsibility

The person who consents to medical treatment will be financially responsible for the bill, including legal guardians of a child.

Medicare Patients: What to Expect

If you are a Medicare patient, you will be asked a series of questions regarding your status, including other insurance you may have and your retirement. These questions are required by law and must be asked each time you visit us. If you are covered by Medicare, we will submit your claims to Medicare on your behalf.

When Medicare Doesn't Cover a service

Medicare requires we provide only those services approved by Medicare as deemed medically necessary. In the event the service is not covered by Medicare, we may ask you to sign a notice that makes you financially responsible for the services provided.

Additionally, we will bill you and/or your supplemental insurance carrier for services not covered by Medicare such as self-administered medications and routine health exams. However, if neither covers these services you will be responsible for payment for these services.

What if I cannot afford to pay the balance on my hospital bill?
I gave my insurance information at the hospital. Why am I receiving this statement?
How do I change my personal information online? The insurance information shown on my statement is incorrect. How do I change it?
Where should I send my payment?
Why didn’t my insurance company pay in full?
What is the “NY State Surcharge” on my billing statement?
What other bills can I expect to receive?

1. What if I cannot afford to pay the balance on my hospital bill?

We are committed to maintaining financial aid policies that are consistent with our mission and values and that take into account an individual’s ability to pay for medically necessary health care services. Please see our financial aid policy located here. Additionally applications are available by clicking here .

2. I gave my insurance information at the hospital. Why am I receiving this statement?

If our billing offices have not received information that you supplied at registration, you will receive a statement. In some cases we may not have been able to process information that you have furnished prior to the mailing of a statement. We apologize if your account has not been updated with the relevant information prior to the statement being mailed and ask that you forward the information by updating the appropriate section of our Patient Online application.

3. How do I change my personal information online? The insurance information shown on my statement is incorrect. How do I change it?

Please contact us using the information provided in the 'Contact Us' page of this site.

4. Where should I send my payment?

Payment should be sent to the address in the remit to section of your statement. For your convenience, a return envelope has been enclosed or you may choose to pay online by logging in to your online account and pay using credit card.

5. Why didn’t my insurance company pay in full?

Many insurance policies have a deductible, co-pay, or coinsurance amount. Sometimes certain charges are not covered under particular policies. This may be the case with your carrier. For certain policies, balance billing is prohibited; we will not bill you for the balance unless called for by your policy and permitted by law. To confirm your responsibility under your policy, if any, you can call your insurance company directly or call the telephone number listed at the bottom of your billing statement for further information.

6. What is the “NY State Surcharge” on my billing statement?

The surcharge is a kind of “tax” that hospitals in New York State are required to add to any co-payments your insurance carrier charges to you when it processes your claim. The surcharge is not charged to you on amounts considered to be insurance deductibles. The hospital does not keep this portion of your payment; the hospital is required to submit it to the New York State Department of Health.

7. What other bills can I expect to receive?

In addition to the hospital bill you have received, you may receive bills from one or more of these other providers who bill independently including but not limited to:

• The physician(s) / doctor(s) who cared for you while you were a patient at the hospital.

• The anesthesiologist if you had a procedure at the hospital.

• The ambulance if you were brought to the hospital by ambulance.

• Physicians who may have provided interpretation services for lab work, x-rays, and the like to your physicians, even if they did not see you.