Bill Pay FAQ

Frequently Asked Questions

Billing Customer Service Center

Phone: (402) 717- 4800
Toll-free: (855) 515-9372
Fax: (402) 717-7960
Hours: 8:00 a.m. - 5:00 p.m.

In person bill pay is currently unavailable due to COVID-19 precautions.

Contact Us Online.

Will I be billed for all services on one bill?

Your bill will include services from the CHI Health facility and CHI Health physician. You will receive a separate bill for services provided by non-CHI physicians.

What other bills will I receive?

The hospitalists are billed in Epic. You may also receive additional bills from the emergency room physicians, radiologist who reviewed any x-rays you may have had, anesthesiologist, pathology, laboratory, etc. If you have questions regarding those bills, you need to contact their offices directly at the numbers listed on the statements you receive.

When will I get my first bill?

You will receive your first statement after your insurance processes the claim.

Will my whole family be on one bill?

We do guarantor billing. The guarantor is the person legally responsible for all charges incurred by the patient. If the patient is over the age of 19 in Nebraska and 18 in Iowa, then they are listed as their own guarantor and will receive a separate statement. 

When should I pay my Copay?

We encourage you to make your copay at the time of service. 

Why are the business office address and the remit to address different?

The business office address is the physical location where we handle all billing. The remit to address is for the bank as they handle all deposits. CHI Health hospitals and clinics have a consolidated billing office.

How shall I make payment?

  • Payments can be made by mailing the detachable stub from your billing statement to the "remit to" address. If you choose to use a credit card, space is provided on the stub for the information. We accept Visa, Master Card, Discover and American Express. Checks should be made payable to CHI Health.
  • If you use your bank’s online payment service, be sure to list/add CHI Health and not the hospital name as the payee at the remit to address of 7753 Solution Center Chicago, IL 60677
  • You may pay through OnPlan
  • Our hours are Monday through Friday, 8:00 a.m. to 5:00 p.m. You may also e-mail at any time.

What if the hospital doesn’t participate with my insurance?

As a courtesy to you, we will still file a claim to the insurance company. However, we ask that you pay for services promptly after you receive a billing statement.

When is my first payment due?

  • Payment in full is expected within 28 days of receiving your statement.
  • If you are unable to pay the full balance please contact the Customer Service Center at the number listed above to set up payment arrangements.
  • When you have additional services and balances after insurance, if you are unable to pay those amounts in full and want to add to your payment arrangement you will need to contact the Customer Service Center to request this.
  • Once you have an agreed upon payment arrangement each billing statement will show the minimum payment amount and due date.
  • Should your account balance go unpaid, it could get turned over to a collection agency.

How do I pay the patient portion of my bill?

After receiving a bill, you will have 28 days to submit payment. If payment is not received and posted within 28 days, your account may become delinquent. You may pay online through OnPlan or contact our customer service department at (402) 717-4800 or (855) 515-9372 to make a payment over the phone or discuss payment arrangements.

Why did I receive multiple bills?

Depending on the type of services rendered you may receive separate bills from ancillary providers such as emergency room physicians, radiologists, pathologists and/or anesthesiologists, etc. 

Why haven’t I received a “patient balance due” statement?

We typically contact your insurance company for payment first. Once the insurance company has either paid or denied the claim, then you will be billed for the patient portion. Your insurance companies may request information from you. You need to provide the information as soon as possible to ensure your claim is processed timely.

You will be asked to pay any patient co-pay, coinsurance or deductible upon admission. We may also be able to provide an estimate of your total charges and potential patient responsibility based on your insurance plan.. This is not a final bill, however, as complete services rendered may not be known at the time of admission. Please be prepared for possible differences in the estimate and actual bill.

How does the billing process work?

We will file claims for services provided with your primary and secondary (if applicable) insurance providers on your behalf. After the insurance company pays their portion you will be notified of the remaining balance. If you are uninsured, or if your coverage excludes treatment provided, then payment is expected at the time of admission.

How long will it take my insurance company to pay their portion of the bill?

Nebraska law requires insurance companies to pay all claims within 30 days. If you have not received your Explanation of Benefits (EOB) from your insurance company, you can contact them to inquire about the status of your claim. 

Billing Cycle

  • Step One - The billing process starts when you provide your insurance and demographic information at the time of registration. Please make sure you have provided the Admitter with your most current insurance information.
  • Step Two - The charges applied to your account are coded based on the physician order and chart documentation.
  • Step Three - As a courtesy, CHI Health will submit claims directly to your insurance company. We will work with you and your insurance company to resolve any issues that may arise. If you have more than one plan we will also bill your secondary/tertiary insurance.
  • Step Four - Once your insurance has processed a claim they will send you an Explanation of Benefits (EOB) informing you of our charges, their payment amount and the amount for which you are responsible. CHI Health will also receive an EOB and/or payment from your insurance company.
  • Step Five - Patient Statements - If you are uninsured or have a patient balance after an insurance payment or denial you will receive a statement from our billing office.
  • Step Six - Your accounts will be considered resolved once we have received full payment. If you are uninsured, underinsured or having financial difficulty, please contact our office at (402) 717-4800 or (855) 515-9372 to discuss payment plans or financial assistance that may be available.

What is co-insurance?

Co-insurance is a set percentage of the insured medical expenses that you may have to pay after you reach your deductible. Co-insurance can vary greatly among insurance plans, so check with your provider to find out how much co-insurance you may have to pay.

Can I pay my bill online?

Yes, you can pay your hospital and physician bills online through OnPlan

I received a billing statement. How do I know my insurance company paid its portion?

You may use OnPlan to view insurance payment information. If you have additional questions about insurance payments, please call your insurance company directly. The insurance company's phone number is usually printed on the back of your insurance card.

What if I forget to bring my insurance information to the appointment?

You will be registered as "self-pay" during registration, which means you are responsible for paying the entire bill. Many insurance companies require authorization and/or have timely filing limits and you need to provide your insurance information within the timely filing guidelines or you will remain responsible for the bill. You may contact our office at (402) 717-4800 or (855) 515-9372 to provide your insurance information.

Can I receive an estimate for the cost of a procedure before I receive the service?

We can help you determine your out of pocket estimate for a medical procedure or service. Use the online contact form.

How does my insurance company receive the claim for health care services?

CHI Health files the claim with your insurance company. Please make sure that we have your correct insurance information on file.

Why are some of my bills from the hospital covered by my insurance, while others are not?

Hospital coverage often has a deductible or out-of-pocket expense that you are responsible for paying. Since each plan can be different, we encourage you to carefully review your benefits.

Why do I receive billing statements from the hospital when my child was never there?

CHI Health provides medically related services for employed and independent physicians. For example, a physician may refer lab work to CHI Health for testing or analysis. When this occurs, the bill for the lab services will come from CHI Health.


Online Bill Pay FAQ

Is my account information secure?

Very secure. We use multiple layers of online security —including SSL encryption, firewall technology and intrusion detection systems—to protect your financial and personal information.

Will my information be shared with anyone?

No. We will not distribute your personal information for any reason other than making your payment.

How can I access and manage my account online?

To access your account online, please visit the URL below and create a new user account. At your initial login, verify access to your billing information by entering the access code from a recent statement. If you do not want to create an online account, you can activate a payment plan or pay your bill by going to URL below and selecting “Pay without logging in.”

Do I need any special hardware or software to access my account online?

No special hardware or software is required, you only need internet access and a web browser.

What information do I need?

You will need an email address, as well as a copy of a recent billing statement that includes an access code.

Are there any fees to use the service?

There are no fees to access your account online or to make a one-time payment. If you choose to activate a payment plan, there will be a $3.95 service fee per installment.

What methods of payments can I use to pay my bill/payment plan?

You can pay your bill or your payment plan installments using a credit or debit card. There is also an option to autopay your monthly payment plan installments.

Can I receive email and/or text notifications?

Yes, you can elect to receive email and/or text notifications when there is activity on your account.

Fast, secure, convenient access to your account.

  • Make a payment: pay using web and mobile.
  • Activate and manage payment plans:
    • Combine balances into one easy payment
    • Set up auto-pay and track your payments
    • Receive automated status updates
  • Save time and money: No need to write checks and mail payments.

Ready to pay?

Visit our Bill Pay page to access your online options.

If I have more questions regarding my account or payments, who can I contact?

If you have additional questions regarding your online bill payment, please contact the business office at (855) 515-9372.