FAQs ( Frequently Asked Questions )


Payment Questions

I mailed my payment to the hospital. Why am I receiving this bill?

You are not being charged twice. Although services were rendered at the hospital, you may receive more than one bill for the same hospital visit. However these bills are for services by different and separate parties. One bill is from the hospital, and it covers charges for use of facility, equipment, medication and supplies. The second bill is from the physician or the physician group, and it covers the professional charges for the emergency physician’s services; this invoice is generated out of our Huntington, WV office.

What if I am unable to make the full payment? Can I set up a payment plan?

ProBill recognizes that the cost of health care can be a significant, unexpected expense for patients. We can offer a payment plan that will allow you to make monthly payments and keep your account current. You may also qualify for a discount. Please contact Patient Services at 800-998-7578 (Monday – Thursday 7:30am – 5pm EST and Friday 7:30am – 4pm EST) for more information.

Why hasn’t my payment I mailed not posted to my account?

If you mailed your check, money order or credit card information it may take up to 21 days for your account to reflect the payment.

I paid my co-pay at the Emergency Room. Why did I still receive a bill?

In the instance of a visit to the Emergency Room, you will always receive at least two bills: one for the services from the physician (professional fee) and one for the facility. Your co-pay covered the facility fee and this bill reflects the professional fee.

Why did my insurance only pay part of my bill?

Most insurance plans require you to pay a deductible and/or coinsurance. In addition, you could be responsible for services not covered by your policy. Please contact your insurance company for specific answers to your questions. You should receive an Explanation of Benefits (EOB) from your insurance company indicating how much the insurance company paid and how much you owe in out-of-pocket expenses.

Is paying online secure?

We apologize for this discrepancy. Please have your insurance card available and contact us at 800-998-7578 (Monday – Thursday 7:30am – 5pm EST and Friday 7:30am – 4pm EST). We will make the necessary changes to your account and bill the correct insurance.

How can I pay my bill?

You can take advantage of our online payment option for many of the physician groups.

You can also make a payment over the telephone. Please contact our Patient Services Department at 800-998-7578 (Monday – Thursday 7:30am – 5pm EST and Friday 7:30am – 4pm EST) and we will work with you to facilitate timely payment.

If you choose to mail your payment, ProBill accepts check, money order, Visa, MasterCard, Discover and ECheck. Please pay the balance due by detaching the top portion of your bill and include it with your check, money order, or credit card information (include the credit card expiration date) in the envelope provided. Please include your account number on your check and use the appropriate mailing address as indicated on the bill.

If you do not know your physician group or need assistance with making a payment, please contact our Patient Services Department at 800-998-7578 (Monday – Thursday 7:30am – 5pm EST and Friday 7:30am – 4pm EST).

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