Billing Questions

BASIC BILLING QUESTIONS

We will be happy to answer your questions regarding your bill, statements and charges that relate to payments on your account or billing statement. Below you will find answers to commonly asked questions.

Q: How can I pay my bill?

  • Online through our website, under “Insurance and Billing” then click on “Pay Your Bill” or click here to be redirected. If you want to pay online, you will need your billing statement in front of you to make a one-time payment or to create an account.
  • Mail payment to
    • St. Croix Regional Medical Center
    • 235 State Street
    • St. Croix Falls, WI 54024
  • Phone by calling our Patient Financial Counselors at 715-483-0475 or 800-828-6327 ext 2475
    • Monday – Saturday 8:00 AM – 4:30 PM
  • In person by asking for one of our Patient Financial Counselors at our main campus and at any of our clinic locations.
    • Monday – Friday 8:00 am – 4:30 pm.
    • We additionally have staff available at our main hospital campus on Saturday’s from 8:00 am – 4:30 pm. (Not including Holidays

SCRMC accepts the following methods of payment:

  • Cash
  • Check
  • Debit or Credit cards (Visa/Master Card/ Discover)
  • H.S.A. (Health Saving Account) or Flex Account cards

We can set up re-occurring payments on a specific balance from either a checking account, credit or debit cards, H.S.A. or Flex Account cards.

 

Q: What does “Guarantor” mean on my billing statement?

A guarantor is the person who is financially responsible for an outstanding balance. Minor children will be listed under a parent’s guarantor account, who presents with the minor child until they reach the age of 18 years old. When a minor child becomes 18 years of age, they will be given their own guarantor account. This is a requirement under law.

Q: I am having problems paying online, who can help me?

Our Patient Financial Counselors can assist you by calling them at 715-483-0475 or 1-800-828-3627 x 2475.

Q: Can I pay my bill onlinein My Chart?

Not at this time. We are considering adding this as an option in the future.

Q: I made a payment on my account. Why does my statement still show a balance?

The payment you made may not have posted to your account before another billing statement was sent. Our billing statements are sent automatically approximately every 30 days. When we receive payments, we make every attempt to get payments posted to your account right away.

Please contact a Patient Financial Counselor at 715-483-0475 or 1-800-828-3627 x 2475 if you have concerns about a payment or would like to check your account balance.

Q: I am paying on my balance. Why did I receive a phone call reminding me to pay my bill?

All account balances are due upon receipt unless you have set up an acceptable Payment Plan agreement. Financial Assistance is available to those who qualify. Our Patient Financial Counselors are available to discuss our Financial Assistance program or set up an acceptable Payment Plan.

Please contact our Patient Financial Counselors at 715-483-0475 or 1-800-828-3627 x 2475 Monday – Saturday 8:00 am – 4:30 p.m.

Q: I sent a payment for the amount billed on a specific date of service. Why was the amount applied to other charges?

Payments are applied first to the oldest charges, unless otherwise requested to be applied to a specific charge.

Q: How often will I receive a SCRMCbilling statement?

Billing statements are sent automatically approximately every 30 days until paid. You can request to receive your billing statement by mail or by email. If you want to change the delivery of your billing statement, please contact our Patient Financial Counselors at 715-483-0475 or 1-800-828-3627 x 2475 Monday – Saturday 8:00 am – 4:30 p.m.

Q: Why was the amount different on my bill from the cost estimate amount?

Cost estimates are based upon anticipated services. We bill for the actual services after they are provided and services may change based on the medical care needed. You may have had additional services that were not included in the estimate.

Q: I have Medicare. Why do I see two charges for one office visit?

Medicare requires that some services be split out to reflect the provider fee and the facility fee separately.

Q: I have questions about my Insurance being billed and my insurance payments. Who do I call?

One of our Insurance Billing specialists can assist you by calling 715-483-0474 Monday – Friday 8:00 am – 4:30 pm.

Q: Why does my billing statement show a balance more than my Payment Plan amount?

Most likely, new balances from services that were not included in your Payment Plan are now being billed to you. If you would like those balances to be included in your Payment Plan, please call a Patient Financial Counselor at 715-483-0475 or 1-800-828-3627 x 2475 Monday – Saturday 8:00 am – 4:30 p.m. to discuss updating your Payment Plan agreement terms.

Q: I came in for a preventative care annual physical. Why are there two office visit charges?

A preventive care visit is a service provided when you are in good health to evaluate and maintain your health. This exam does not include discussing a new, or existing condition. When a new, or existing medical condition is talked about during a preventative care visit, you will be billed for both a preventive care office visit and an office visit related to the new, or existing medical condition that is discussed. Industry billing standards require these to be billed as separate office visits.

It is important that you know what preventative care benefits are available to you under your insurance coverage plan. For example, Medicare does not cover annual routine physical exams. Some secondary insurance plans or replacement plans may cover this. It is important that you understand your benefits.