Medical billing can be complex and questions are common. Below are answers to frequently asked questions about billing and payments.
If you need more help after reviewing these FAQs, call our billing department at 303-493-7700 or email BillingQuestions@cumedicine.us.
Paying Your Bill
Q: How do I pay my bill?
A: Our online payment portal is safe, secure and fast. You can pay your bill, check your account balance or request a payment plan. You may also call our billing department at 303-493-7700.
Q: Is it safe to make a payment online?
A: Yes. Online payment systems use secure connections and encryption. This protects your personal and financial information during transactions.
Q: Can I set up a payment plan?
A: Yes, CU Medicine will make payment arrangements with no monthly interest. Email our billing department at BillingQuestions@cumedicine.us or call us at 303-493-7700 to discuss payment options.
Questions About Your Bill
Q: Why did I receive two bills when visiting a provider at University of Colorado Hospital or Children’s Hospital Colorado?
A: Many hospitals and health systems, including the University of Colorado, use a split billing approach for visits, consultations and procedures. The bills are not for the same aspects of the visit, though they reflect the same date of service. CU Medicine bills for the physician or advanced practice provider you saw on the day of the visit. Our hospital partners charge for use of the facility, nursing and administrative staff and any equipment or supplies used during the visit. While you may receive two bills, they are for different charges – the provider’s services, and the facility’s services.
Q: Why did I receive a bill if my insurance said the service was covered?
A: Most insurance plans have patient cost share benefits. These include copays, deductibles and coinsurance. In many cases, your insurance company does not pay 100% of the cost of covered benefits. A portion of your bill may still be allocated to you. It's important to understand the benefits of your health insurance plan. Call your insurance plan’s Member Services. You can usually find the phone number on the back of your insurance card.
Q: What can I do next time to better anticipate how much medical services will cost?
A: Call our patient estimate line at 303-493-7061. You will need the CPT® (Current Procedural Terminology) code from the provider. A primary diagnosis code is also helpful. We’ll ask for your insurance information. Then, we’ll give you an estimate based on that information.
Insurance Questions
Q: Is my health insurance plan accepted at CU Medicine?
A: We accept a wide variety of insurance plans. Check our Accepted Insurance page to see the list of insurance plans that CU Medicine accepts.
Check with your insurance provider before your appointment. This way, you can confirm your benefits and coverage since they may change.
Q: How does CU Medicine determine what I owe after insurance?
A: After your visit to a CU Medicine clinic or to a CU Medicine provider, the charges for those services are created on a claim form. This form is sent to your insurance company. Your insurance then tells CU Medicine if you are responsible for a portion of the provided services.
Your insurance typically identifies your patient responsibility by checking the following items in your benefit plan:
- Deductible: This is the amount a patient must pay for covered healthcare services. Insurance starts to share costs after this amount is met.
- Coinsurance: This is what a patient pays for covered healthcare services after meeting their deductible.
Q: Why is my out-of-pocket expense higher than I expect it to be?
A: Your out-of-pocket expense is also called patient responsibility. It is determined by your insurance and health plan benefits. Contact the benefits office for your health plan and ask these questions:
- What is my share of costs if I receive care in this clinic?
- What is my share for labs or x-rays in this hospital-based setting?
- If the provider requests a referral to a specialist, what are the procedures? What is my share of costs for a referred visit?
Q: What is an Explanation of Benefits (EOB)?
A: An Explanation of Benefits (EOB) is a document from your insurance company. It explains how your claim was processed. It shows what services were billed, what your insurance paid and any amount you may owe. An EOB is not a bill but is a summary of how your insurance handled your claim.
Special Billing Situations
Q: If I do not have health insurance coverage and must pay the total bill myself, am I eligible for a discount?
A: CU Medicine provides a discount for self-pay if you don’t have third-party health insurance. Email our billing department at BillingQuestions@cumedicine.us or call 303-493-7700 to discuss self-pay options.
Q: What are my rights regarding surprise out-of-network medical bills?
A: In 2019, Colorado made a law to protect consumers with state-regulated insurance plans. Now, you won’t receive surprise bills if you see an out-of-network provider without knowing. Visit our Surprise Medical Billing page to learn more about out-of-network billing protections.
Contacting CU Medicine Billing
Q: Who should I contact if I have billing questions?
A: Have questions about your statement or payments? Our billing department can help!
Phone: 303-493-7700
Email: BillingQuestions@cumedicine.us
Q: Can I email questions related to billing issues?
A: Yes, we welcome email billing inquiries. Email your questions to our billing team at BillingQuestions@cumedicine.us. Keep in mind that emailing personal or health information may not be safe or secure.
Helpful Resources
Here are some additional resources. They can help you understand health insurance, patient rights and healthcare billing.
- Affordable Care Act
- Medicare
- Medicaid
- Health First Colorado (Colorado’s Medicaid Program)
- Centers for Medicare & Medicaid Services (CMS)
- Colorado Division of Insurance
- How do I appeal a health plan denial?
These external groups share information about insurance coverage, appeals, patient protections and healthcare costs.