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Baylor Health Care System > My Account > Billing & Finance > Frequently Asked Questions

Frequently Asked Questions 

Below is a list of frequently asked questions to help you understand your billing statement. 

What if I forget my password or my account becomes locked?

If you forget your password or the account is locked, please call Customer Service at 214.820.3151 and we will unlock the account and issue you a temporary password. The temporary password will be sent to the email address that you previously registered.

What are my payment options?

You can pay by check or credit card online. We also accept checks, money orders, Visa, MasterCard, American Express, and Discover by phone and by mail. To submit your credit card payment by mail, complete and return the payment portion of your statement. Money orders are accepted only through the mail. Please include your account numbers on any payment information you submit.

Will Baylor Health Care System send my hospital bill to my insurance company?

Baylor will file claims on all accounts in which there is complete insurance information (insurance name, address, policy number, group number, etc.). Bills are generally submitted to the primary insurance company within four days from your visit. If you have a secondary insurance company, a claim will be submitted to the secondary insurance company after the primary insurance company has paid.

How long will it take my insurance company to pay their portion of the bill?

On average, an insurance company will process a claim within 45 days. Baylor will follow up with the insurance company to expedite the resolution of the claim. At times you may need to contact the insurance company to assist in this process.

Why did my insurance pay only a part of my bill?

Most insurance plans require that you pay a co-payment, coinsurance, and/or a deductible for your healthcare expenses. Your bill may include charges that you are responsible to pay, such as non-covered items or out-of pocket expenses. Contact your insurance company for specific information pertaining to your coverage.

Why do I need to call the insurance company if they do not pay the bill?

If you have a PPO policy or an individual policy, you are ultimately responsible for the total biIl or any portion of the bill your insurance plan does not pay. Baylor Health Care System will make every effort to collect payment on the account from your insurance company, but we may need your assistance to resolve any concerns.

How can I find out if my insurance has paid or how much they have paid?

When your insurance company processes your claim you should receive an explanation of benefits (EOB) in the mail. The EOB will contain payment information and the amount due from the patient. Contact your insurance company with questions about the status of a claim or how the claim was processed.

If I have an HMO policy, can I be billed if they do not pay?

If you have an HMO policy, you should only be billed for the amount specified on your explanation of benefits (EOB) that is provided to you by your insurance carrier. This usually includes co-pay amounts.

Why did I receive more than one bill for my hospital visit?

In addition to the hospital bill, you may receive biIls for professional services you received during your visit. These ancillary bills are from providers such as ER physicians, radiologists, cardiologists, pathologists, and/or anesthesiologists. It is a legal requirement for these providers to submit separate bills for their services. The hospital is not responsible for the billing or collection of these services. If you have questions about these bills, please call the number listed on the billing statement.

What happens if my account is delinquent?

When a balance is due, you should receive two to three notices in the mail. If the account is not paid in full, it may be referred to a collection agency. At that time, the account may be reported on a patient/guarantor credit report.

How do I obtain an itemized statement?

Itemized statements will only be sent to patients upon request. To request an itemized statement, call us at 800-299-2925 or click here to e-mail a request.

What if there is an error on my bill?

If you believe that your bill is incorrect, call Baylor and we will be happy to discuss it with you.