Billing, Insurance & Financial Assistance

About Your Bill

Dealing with hospital charges and insurance billing can be overwhelming. We have created multiple ways to assist you with managing this process. Please feel free to ask us about your bill; we are here to helpyou.

If you have a question about your Tallahassee Memorial HealthCare hospital bill, call Patient Financial Services at850-431-6200. Our patient financial services department also provides billing for services rendered at the following facilities:

  • Tallahassee Memorial Hospital
  • Tallahassee Memorial Behavioral Health Center
  • Tallahassee Memorial Cancer Center
  • Tallahassee Memorial Rehabilitation Center

If you prefer to e-mail us, send your inquiry to Customer Services. Please be sure to include your name, account number and detailed reason for inquiry. 

Billing Questions

Monday - Friday, 8:30 a.m. to 4 p.m.
850-431-6200
800-492-4892 ext. 6200 (calls from outside of Tallahassee) 
Customer Service

Tallahassee Memorial also provides an easy and convenient way to view, manage and pay your bill online. To pay your bill online, click here. 

The process

You’ll begin by providing us with any health insurance information you may have. As a courtesy, we will bill your insurance company directly, but you’ll still need to follow the payment process to make sure all parts of your bill have been covered or directly paid. Depending on the insurance you have, you might be asked to pay a specific co-payment or deductible, and you might be asked to pay a portion of the bill as your share of the total cost.

The process can be lengthy and sometimes confusing, but the professionals in Patient Financial Services are experts in health care billing and are here to answer any of your questions.

Frequently Asked Questions

Will you bill my insurance?

Tallahassee Memorial will first bill the medical insurance carrier on file. If, however, the claim is returned unpaid because the carrier indicated you were no longer eligible for coverage, we will bill you. If you have changed insurance companies, contact us as soon as possible so we can change the information on file and bill the account correctly. If we do not receive this information in a timely manner, we may lose our ability to bill the insurance company on your behalf. 

I gave my insurance information to my doctor. Why don’t you have it?

Physicians are independent contractors to the hospital. Each maintains his or her own patient information. Also, your benefit coverage may be different for a physician than for hospital services. For these reasons, physicians and the hospitals retain separate insurance information.

After my Emergency Room visit, I received four bills: one from the hospital, one from the emergency room physician, one from a radiologist group and another from a pathologist group. I only had one visit, so why four bills?

All of the physicians are independent of the hospital and bill for their services separately. They are required to bill on a different form than the hospital and sometimes even bill different offices at your insurance company. In your case, the radiologist would have interpreted any X-rays you had, and the pathologist would have examined any lab results or analyzed any specimens. Then, each of them would bill separately.

I was in the hospital three weeks ago. Why haven’t I received a bill?

Tallahassee Memorial will always bill the medical insurance on file first. Once the insurance has paid their portion, any remaining amount will be billed to you. Depending on how quickly the insurance carrier processes the claim, it may take three to 12 weeks for you to receive a bill.

I received a statement, but all it shows are totals. Can I have an itemized bill?

Itemized bills are available upon request. However, the portion you owe is seldom based on the total charges for the account, so the itemized bill may be of little use to you. Most insurance carriers negotiate a reduction from the total charges. The patient’s portion is then based on this contracted amount.

I happened to see a list of my charges once, but couldn’t understand any of them. Why can’t these be listed in layman’s terms so I can understand what I’m charged for?

With all the variety in medications, medical supplies, procedures and devices, it would be very difficult to list every item in layman’s terms and still know exactly what medication you were given or what procedure was performed. By listing the charges in medical terms, we can easily compare your bill to the medical record for accuracy.

How do I know that the amount you are billing me is the correct amount?

Once your insurance carrier pays their portion of the bill, they will send you an explanation of benefits (EOB) to show how the claim was paid. You can compare your EOB to the statement sent by the hospital. How the carrier paid the claim is based on their contract with us and their contract with you. If you feel the insurance company should have paid a higher amount, please contact them directly for resolution.

My hospital statement had an adjustment amount. What was that for?

Insurance carriers negotiate discounts off of the hospital charges. The amount of the discount is specific to each carrier. When the carrier pays their portion, the contractual allowance is deducted to reflect the true amount due from the patient.

I’m covered under my insurance and my spouse’s. The deductible is less under my spouse’s. Can you just bill under my spouse’s insurance and not mine?

Under a provision called coordination of benefits, the hospital is obligated to bill the insurance that would be considered primary for you. Any medical insurance for which you are the primary holder must be billed before any other medical insurance.

Even though I gave my medical insurance, I was later asked for my automobile insurance because my injury was due to an automobile accident. My medical insurance will cover the bill, so why is any other insurance needed?

When we bill your medical insurance for treatment related to an accident, the carrier will want to know if there is any other insurance that may be liable for the bill. For Medicare recipients, this is a requirement to bill Medicare. If we cannot provide the information at the time of billing, the claim may be delayed, or even denied, until the information is given.

I went to the emergency room with a stomachache. The desk attendant refused to tell me how much my visit would cost until I saw the doctor. She wouldn’t even say if my insurance would cover the bill. Why couldn’t I find this out before seeing the doctor and incurring a bill?

When someone comes to the emergency room, it is implied that they have a medical emergency. Very specific regulations require that we first determine the extent of the medical emergency before we can discuss any financial questions. This means the triage nurse and the emergency room physician must first see the patient.

We understand that this restriction can be frustrating. However, the regulations are there to ensure that everyone who comes to an emergency room will be seen regardless of their ability to pay.

Financial Assistance

Hospital Sponsored Financial Assistance Program

The Hospital Sponsored Financial Assistance Program (FAP) is available for uninsured patients. FAP is a charity and sliding scale discount program based on the patient’s family income and household size. 

Uninsured patients with family incomes at or below 150% of the Federal Poverty Guidelines or whose total liability exceeds 25% of the annual family income are eligible for 100% charity. 

Uninsured patients with family incomes between 151% and 400% of the Federal Poverty Guidelines are eligible for a discount that will be determined by household income and family size. 

Uninsured patients with family incomes exceeding 400% of the Federal Poverty Guidelines will be granted a 30% discount on the total balance. 

FAP Eligibility Requirements 

  • Patient does not have to be a U.S. Citizen. 
  • Patient does not have to be a Florida resident. 
  • Patient is not eligible for Medicaid. 
  • Medicare patients are eligible for FAP only if they qualify at 100% charity care. 
  • Patient must be eligible on date of service or date of the FAP application. 
  • FAP applies to all patients regardless of age, gender, race, ethnic background, creed or national origin. 
  • There is no time limit for applying for FAP. If the account is in Bad Debt Collections, the patient can still apply for FAP. 
  • FAP covers all services with the exception of non-medically necessary services, such as cosmetic surgery and bariatric surgery. 
  • The patient’s liquid and non-liquid assets (excluding personal residence, retirement funds such as a 403(b) or 401(k) plan, and automobile) are considered in the final determination of financial assistance as possible sources of payment. 

Application Process 

  1. The Application for Assistance with Hospital Expenses will be used as the application form for the process. 
  2. One witnessed signature is required on the application (the patient, guarantor or legal representative). 
  3. A FAP application can be used to cover services rendered 12-months after the date of the FAP application approval. 
  4. All FAP applications and records will be scanned and retained for a minimum of 3 years. 

If you would like more information regarding Financial Assistance please call Patient Financial Services at 850-431-6200.