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Patient & Visitor Info

Billing and Insurance FAQ

Patient Financial Services Customer Service - 910.343.7050 or 1.877.228.8135 ext. 7050
Click here for a map to the New Hanover Regional Business Center.

Billing

Why did I receive a bill from both the hospital and the doctor?
These bills are for professional services by the doctors in diagnosing and interpreting test results while you were a patient.  Pathologists, Radiologists, Cardiologists, Anesthesiologists and other specialists perform these services and are legally required to submit separate bills.  If you have questions about these bills, please call the number printed on the statement you received from them.

Will you bill my primary and secondary insurance companies?
You will need to provide us with complete primary insurance information.  As a courtesy to our patients, nhrmc submits bills to your insurance company and will do everything possible to advance your claim.  However, it may become necessary for you to contact your insurance company for claims processing requirements or to expedite payment.

Do you offer payment arrangements?
Yes, both short term and extended payment arrangements are available to pay the balance of your account.

Why is this billed as an outpatient service when I spent the night in the hospital?
For an account to be billed as an inpatient service there must be a physician order.  The physician who ordered your services determined that your condition did not meet the requirements for an inpatient admission.  The physician’s written order dictates whether we bill as an inpatient or outpatient.

Why am I receiving a refund check?
There was an overpayment to your account.  Either you paid too much on the account and/or your insurance company paid at a later date and covered some of what you may have already paid.

Why did my insurance company deny the claim?
One or more of the following may apply:

  • The service you received was not covered under your plan.
  • You did not provide the correct insurance information at the time of service.
  • The service you received was from a physician outside your plan’s network.
  • You were not covered by your plan at the time of service.

Can I contact someone regarding my bill or change of address?
Yes, our Patient Financial Service-Customer Service Representatives are here to assist you from 8:30-5:00 Monday-Friday.  Our office is located at the New Hanover Regional Business Center.  If you would like to send an email, the address is PFScustomerservice@nhrmc.org. Please note that this is not a secure email form at this time.  You should not email any confidential information using this address. You may also telephone  us with any questions/concerns at 910.343.7050 or for out of area calls, you may call 877.228.8135 ext 7050.

How can I obtain a copy of my itemized bill?
You may call 910.343.7050, press option #3 and the itemized bill will be mailed to your home address within 24 hours.

Must I register each time I come to the hospital for services?
Yes, information gathered from patient registration is stored in our computer system.  We retrieve this information each time the patient returns for services and we ask the patient to verify that the information is current and accurate.  Medicare requires that specific questions be asked to determine whether Medicare or any other payor will be used as the primary insurance company.  Your assistance in verifying the information is always appreciated.

I don’t have any insurance.  Is there any help available?
We can assist you in several ways. We have financial counselors who can assist you in applying for Medicaid or can give you advice on how to proceed.  If you do not qualify for any type of government program, we can review your financial status to see if you qualify for the hospital Charity Care Program.

I come to the hospital often.  Is there any way I can receive one bill?
Unfortunately, because of insurance requirements, we must bill each visit separately.

I belong to a managed care plan.  What should I do before coming to the hospital?
Read your insurance plan booklet to be sure you have followed all of the guidelines for referrals and authorizations or call your insurance company for assistance.  Failure to follow your plan requirements may result in greater out-of-pocket expenses for you.  Your primary care physician plays a very important role in this process.  If you receive a verbal authorization number, please provide us with this information at registration.

Insurance

Who is New Hanover Regional Medical Center?
NHRMC includes New Hanover Regional Medical Center and NHRMC Orthopedic Hospital.

How do I know if my health plan includes NHRMC?
NHRMC participates in most major health plans in North Carolina.  However, please review your health plan provider directory and/or consult with your plan to confirm coverage.

What is the difference between an HMO and a PPO?
Health Maintenance Organizations (HMO’s) require a patient to select a primary care physician to coordinate his or her care.  Most HMO’s provide care through a network of hospitals, doctors and other medical professionals, that as a patient, you must use to be covered for that service.  Preferred Provider Organizations (PPO’s) provide care through a network of hospitals, doctors and other medical professionals.  When patients utilize health care provider within the network, they receive a higher benefit and pay less money out of their pocket.  Services received by a non-participating hospital or doctor may still be covered, but often at a reduced benefit level.

What does “in-network” and “out-of-network” mean?
If you receive your health care services from a hospital, physician or other health care provider that participates in your health plan, they are often referred to as “in-network”.  Hospitals, physicians or other health care providers who do not participate in your health plan may be referred to as “out-of-network”.

How do I know if my health plan requires a referral or pre-certification for a service?
Your benefit book or provider directory should provide this for you.  If not, call the customer service phone number listed on your identification card.

What should I do if my health plan includes NHRMC as a participating provider, but I receive an explanation of benefits stating I am out-of-network?
Consult your health plan.  If you have further questions about your NHRMC account, you may also contact our Patient Financial Services Customer Service team by calling 910.343.7050 or 1.877.228.8135 ext. 7050

 
2131 S. 17th Street, Wilmington, NC 28401  |  910.343.7000