Understanding Our Billing Process
As our patient, we care about you and want to help you understand our billing process. The best action you can take as a patient to ensure that your billing is accurate and complete is to make sure that we have correct information about you. This information should include:
- your name/address/telephone number
- the name/address/telephone number of your guarantor (the person responsible for your bill)
- the name of your insurance company, group number, plan number or other identifying numbers
- your insurance company's telephone number and claims filing address.
If You Are Covered by InsuranceYou will want to determine the extent of your insurance coverage, if you are in a managed care plan, and whether UF Health Cancer Center – Orlando Health is "in network." If your insurance plan does not participate with the Cancer Center, you may still be seen here, but your eligibility for insurance coverage may decrease and your personal financial responsibility may increase, depending on your plan's out of network benefits. It is important that you know your health plan benefits. Please check with your employer or health plan about your benefits before coming to the Cancer Center.
Most health plans have developed their own fee schedule for medical services. This amount is typically called "Usual and Customary" or "UCR" charges. Our fees reflect the cost of services deemed medically necessary based on examinations and evaluations performed at the Cancer Center. Unless you are covered by a plan that participates with the Cancer Center, your charges will probably differ from your health plan's allowable amount. You will be responsible for any outstanding balances that might result from your insurance company's UCR limitations, required deductibles or co-payments and non-covered expenses.
Please tell us immediately if your insurance carrier changes to prevent delay in processing your claims with the correct carrier and possibly even the denial of your claim.
We will verify your insurance benefits with your insurance plan. We also will obtain pre-certifications or authorizations if necessary.
When you arrive for treatment, if you are in a managed care plan, you will be asked to pay your co-pay. Most managed care plans require that a separate co-pay be collected for each physician office or treatment visit. You will also be expected to pay any applicable co-insurance at time of check out.
If you have any open balances, you may also be asked to pay them before further treatment.
The Cancer Center will file your insurance claim for you. Insurance claims for all physician charges are filed separately, as charges are entered. If you are an inpatient or receive treatment in the outpatient hospital setting, your hospital insurance claim will be filed by Orlando Health.
Your monthly patient statement will show all amounts due. If you have a patient balance due on one or more accounts and insurance pending on other accounts, your statement will reflect both patient and insurance pending amounts. Your prompt payment of all amounts for which you are personally responsible, is expected.
If You Are Not Covered by InsuranceIf you are not covered by insurance, your financial advisor or Central Business Office representative will provide an estimated cost of your care before treatment. This estimate will include anticipated physician charges and any recommended treatment plan. Please be aware that our estimate may vary from actual treatment cost due to a variety of factors. You are responsible for the full cost of your care.
All self-pay patients are asked to sign an agreement to pay for services received. You may also be asked to provide a deposit in advance covering the estimated cost of your treatment. If your estimate has been paid in full in advance, you may be eligible for a discount from the actual charges. For more information, please contact your financial advisor or your Central Business Office representative.
If your treatment plan changes during the course of your care, you may be asked to agree to a new estimate. You also may be asked to increase your deposit.
Payment OptionsIf you are a self-pay patient or if you have a financial obligation to the Cancer Center after your insurance has fulfilled its financial responsibility, you will be expected to pay the balance due. You will receive a monthly patient statement showing all open balances.
If you cannot pay your patient balance in full, it may be possible to arrange a payment plan. Your Central Business Office representative or financial advisor can provide information about available monthly payment plans.
If the cost of your care is beyond your financial means and you are a Florida resident, you may request a Guarantor Financial Statement Application (GFSA) from your Central Business Office representative or financial advisor. Eligibility for Guarantor Financial Statement Application is based on the Federal Poverty Index.
RefundsOnce all charges have been posted to your account, if the amount of your deposit exceeds the actual charges, you may be eligible for a refund. To request a refund, please contact your Central Business Office Representative or Financial Advisor. Your patience is appreciated while all charges are compiled and your accounts are researched to determine whether there are any open balances. If so, the remaining deposit will be applied to those balances. If you have no other financial obligation to the Cancer Center or Orlando Health, your refund request will be processed. Please allow sufficient time for processing and mailing of your refund check.
Frequently Asked Questions
What should I do if my insurance changes?
If your insurance changes, please immediately inform your Front Office representative, your financial advisor or call our Central Business Office customer service line at 407 826-3000. Incorrect information may cause us to miss your insurance company's filing deadline.
What should I do if my insurance company does not cover the recommended course of treatment?
Because UF Health Cancer Center – Orlando Health uses the latest technology available, some of our treatments may be considered noncovered services under your health plan's benefits. We will work closely with you and your insurance company to resolve any coverage issues before treatment. Expedited appeals can be filed for many types of care that may be denied by your health plan. Our financial advisors are available to assist you with the entire appeals process.
Why do I still have a balance if my insurance company pays 100% of reasonable and customary charges?Some insurance carriers base payment on the average charge for all physicians in a given area. This practice does not take into consideration the specialized nature of care at UF Health Cancer Center – Orlando Health and may not cover the full cost of the care you receive. You may be responsible for any unpaid balance. You are encouraged to discuss your coverage with your insurer before treatment.
How will my payment be applied?Payment in full is applied to physician charges as indicated on your statement. If you pay a lesser amount, your payment will be applied to the oldest open date of service. To ensure timely and accurate payment posting, please include your account number, which is attached to your statement.
Why did I receive a bill from UF Health Cancer Center – Orlando Health and Orlando Health?Services provided outside of the Cancer Center physician clinic area, for example, the Ambulatory Treatment Center (ATC) and the laboratory are the responsibility of Orlando Regional Medical Center, as part of Orlando Health. Any questions regarding your bill from Orlando Health can be directed to 407 .650.3800.
Further Questions?If you have questions about any phase of the billing process or about your patient statement, please call us at 321.841.3900.