1. What is a deductible?
2. What is a co-payment?
3. What is co-insurance?
4. What is an Explanation of Benefits (EOB)?
5. What is NO-FAULT?
6. What is Workers' Compensation?
7. Does North Shore-LIJ accept my insurance plan?
8. I have health insurance that may cover my hospital bill. What should I do?
9. I requested a detailed statement for my bill but I don't understand it. Can I get a better explanation?
10. I am an employee of North Shore-LIJ, why am I being billed for a co-payment?
11. My child is 19 years old and is still covered under my insurance policy, why can't you tell me what he/she was treated for?
12. I gave my insurance information to the registration clerk during my stay, why am I being billed?
13. Why am I am being billed for an inpatient deductible when I didn't stay at the hospital overnight?
14. Why am I receiving a separate bill for an Emergency Room doctor?
15. Why am I receiving a bill from the Hospital when I was seen at an office outside the hospital facility?
16. My insurance plan issued a check in my name, what should I do?
17. How can I make a payment on my bill?
18. How can I set up a payment plan on my bill?
19. What should I do if my insurance changes?
20. How will I know if my insurance company has paid for the care I have received?
21. Why am I receiving multiple statements?

If you have a problem with an existing account or need more help, please call us toll free at 1-888-214-4065. You can also Contact Us and we will get back to you promptly.

1. What is a deductible?
   A deductible is a part of the agreement that you have with your insurance company. Deductibles are a predetermined amount of money that you must pay before your insurance benefits will begin. Please refer to the terms of your insurance plan regarding deductible levels.
2. What is a co-payment?
   A co-payment is a fixed fee that is required to be paid each time you receive care. For example, a $15 co-payment each time you see your primary care doctor. A co-payment is the sole responsibility of the patient, your insurance will not pay for this fee. Please refer to the terms of your insurance plan for information on the specific co-payments that relate to your policy.
3. What is co-insurance?
   Co-insurance levels are a part of the agreement that you have with your insurance company. When you get billed for a service, the insurance company will determine what cost (allowable charge) they feel is appropriate for the services that you received. The insurance company will then pay a percentage of that “allowable charge”. For example, if the insurance company requires 30% co-insurance, for every $100 in allowable charges, you will be expected to pay $30.
4. What is an Explanation of Benefits (EOB)?
   An Explanation of Benefits is issued by your insurance plan and explains your financial responsibility based on the terms of your insurance policy.
5. What is NO-FAULT?
   If you were hurt in an automobile accident, your medical services/treatments may be covered under No-Fault.
6. What is Workers' Compensation?
   If you were hurt or had an accident at work, your medical services/treatment may be covered under Workman’s Compensation.
7. Does North Shore-LIJ accept my insurance plan?
   North Shore-LIJ accepts many insurance carriers and plans. Contact your insurance plan to find out if they participate with North Shore-LIJ.
8. I have health insurance that may cover my hospital bill. What should I do?
   You can call our customer service department at the number listed on your bill or submit your insurance information on our website. We can bill or re-bill your account and submit a claim on your behalf. You will be responsible for any out-of-network charges, deductibles, co-insurance and co-payments.
9. I requested a detailed statement for my bill but I don't understand it. Can I get a better explanation?
   The hospital bill shows the major transactions on your account. You can call your insurance plan and ask for an Explanation of Benefits (EOB) or you can call our customer service department (at the number listed on your bill) and a representative will be happy to review your bill with you.
10. I am an employee of North Shore-LIJ, why am I being billed for a co-payment?
    All North Shore-LIJ employees are responsible for their co-payments and deductibles according to the terms of their health plan.
11. My child is 19 years old and is still covered under my insurance policy, why can't you tell me what he/she was treated for?
    Patient privacy is mandated by federal law under the Health Insurance Portability and Accountability Act, known as HIPAA. We cannot provide any medical information without the patient's consent. You can visit http://www.hhs.gov/ocr/hipaa for more information about HIPAA privacy requirements.
12. I gave my insurance information to the registration clerk during my stay, why am I being billed?
    It is possible that your insurance plan has already been billed and made a payment. You may be receiving a bill for a co-payment, deductible or co-insurance. You should have received an Explanation of Benefits (EOB) from your insurance plan that would explain your responsibility. If the claim was not sent to your insurance plan, please give us your health insurance information so that we can file a claim on your behalf. You will be responsible for any out-of-network charges, deductibles and co-payments.
13. Why am I am being billed for an inpatient deductible when I didn't stay at the hospital overnight?
    A patient does not always need an overnight stay to be considered an inpatient. Sometimes a patient is placed in an inpatient room due to the required level of care and is discharged the same day.
14. Why am I receiving a separate bill for an Emergency Room doctor?
    When you receive services in the Emergency Room there are separate charges for the facility (hospital) as well as the emergency room doctor (professional services). This is why you are receiving two separate bills. If you have specific questions about a charge you should call the business office listed on your bill.
15. Why am I receiving a bill from the Hospital when I was seen at an office outside the hospital facility?
    North Shore-LIJ has many offices that are not located in the hospital, however, the services are still being provided by employees of the hospital.
16. My insurance plan issued a check in my name, what should I do?
    You should sign the back of the check and write your hospital account number under your signature. Then write "make payable to" and include the hospital where you were treated. Mail the check with a copy of your hospital bill to the address listed on the bill. You should also include a copy of the Explanation of Benefits (EOB) so we can credit your account for the right amount.
17. How can I make a payment on my bill?
    There are 3 ways that you can make a payment on your hospital bills. (1) You can mail your hospital statement to the customer service department listed on your bill with a check, money order or your credit card information. (2) You can call our customer service department at the phone number that is listed on your bill, and give our representatives your hospital account number and your credit card or check information. Or (3) you can visit us at our website to make a payment.
18. How can I set up a payment plan on my bill?
    Call the business office listed on your bill or visit our website to make a payment.
19. What should I do if my insurance changes?
    Contact our Customer Service Unit at (888) 214-4065 with additional corrected insurance information.
20. Why am I receiving multiple statements?
    Each inpatient hospitalization and outpatient encounter is billed to you separately. In addition, you may also receive separate statements for physician services.