Patient Billing and Collection Policy

ChristianaCare will provide medically necessary health care services to all individuals without regard to race, creed, sex, national origin or their ability to pay. To continue serving our community and provide these services, ChristianaCare must collect payments in a fair and responsible manner. ChristianaCare works with insurance companies and patients to accomplish this, including providing options to patients who may be in need of financial assistance.

This policy explains how ChristianaCare bills for services, collects payments, and helps patients understand their financial options.

All ChristianaCare operations including hospital inpatient, outpatient and emergency room services, as well as all services provided by our hospital employed physician operations.

For patients who provide full, current insurance information, ChristianaCare will bill their insurance company first. Patients should provide complete and correct insurance information as soon as possible. If insurance does not pay the full amount, or if patients do not have insurance, they may receive a bill for the remaining balance. ChristianaCare will only bill patients for amounts allowed by their insurance plan and by law.

ChristianaCare follows the No Surprises Act. If a patient believes they received a bill that does not follow the No Surprises Act, the patient may contact ChristianaCare for help and information about their rights.

ChristianaCare submits claims to insurance companies when valid insurance information is provided. Insurance payors are expected to remit payment in a timely manner. Billing staff follow up with insurance companies if payment is delayed.

If a balance remains after insurance payment, or if a patient does not have insurance, ChristianaCare will send billing statements to the patient. Billing statements may be in electronic format, such as text or portal notification, or paper mailed to the home address on file. Patients will receive at least four (4) statements unless the balance is paid or payment arrangements are made. Each statement includes information on how to ask questions, set up a payment plan, or apply for financial assistance. If payment in full is not received within thirty (30) days from the date of the fourth statement, the account is sent to an external collection agency.

ChristianaCare offers financial assistance to patients who qualify. Financial assistance may reduce or eliminate the amount owed. Patients may ask for a Financial Assistance application at any time. Applications are free and available in multiple formats. ChristianaCare reviews financial assistance requests before any account is sent to collections.

Patients who cannot pay their balance in full may request a payment plan. ChristianaCare offers reasonable monthly payment options based on the patient’s ability to pay. Approved payment plans do not include interest.

ChristianaCare allows at least one hundred twenty (120) days from the date of the first billing statement before sending an account to a collection agency. Accounts will not be sent to collections while a patient is applying for financial assistance or making payments under an approved payment plan. ChristianaCare does not use extraordinary collection actions, such as lawsuits, wage garnishment, or liens, as defined by IRS regulations.

ChristianaCare may work with approved external collection agencies to collect unpaid balances. These agencies are required to follow all federal and state laws and to treat patients fairly and respectfully. ChristianaCare monitors collection agencies to ensure compliance with this policy.

Patients have the right to receive clear billing statements, ask questions about their bill, request help, apply for financial assistance, set up a payment plan, and dispute charges they believe are incorrect.