Patient & Visitor Information

Charity Care FAQs

Charity Care Frequently Asked Questions

Charity Care is a program offered by Highland Hospital that allows persons to receive medically necessary care at no charge or at a reduced charge when they meet financial eligibility requirements. If there are further questions that are not answered below, please contact our Charity Care Officer at 585-341-0023.

Q. When can I apply for assistance and how long is it effective?

A. You can apply before you have an appointment, when you come to the hospital to get care, when the bill comes in the mail or afterwards. Charity Care approvals are either on an account by account basis or for a specific period of time.

Q. How is eligibility determined?

A. Applicants for Charity Care may be directed to our Social Work staff for Medicaid eligibility screening by a Highland Hospital Financial Counselor or by our Charity Care Officer(s). Charity Care applications must be completed and submitted with wage/income statements for the past 90 days, the previous year's income tax return, and a copy of the Medicaid denial if applicable.

Eligibility is determined by measuring the household income against current poverty income guidelines established by the Federal Government.

Q. What providers are covered under the program?

A. Strong Memorial Hospital, Strong Memorial Hospital Physician Services, and Highland Hospital share the submitted Charity Care information to determine eligibility for their Charity Care programs. There are slight differences in the administration of this program between Highland Hospital, Strong Memorial Hospital, and Physician Services.

Q. Are there limits to eligibility based on residency?

A. New York State residents (citizens and aliens) who need emergency services may receive care and get a discount if they meet the financial requirements and complete the charity care application process. Individuals who reside in the hospital's primary service area (Genesee, Livingston, Monroe, Ontario, Schuyler, Seneca, Steuben, Wayne and Yates counties) may get a discount on non-emergency, medically necessary services, if they meet the financial requirements and complete the charity care application process. Requests for discounts by non-residents are considered on a case by case basis. For non-emergency services, they generally must be approved in advance.

Q. What happens after I apply?

A. A determination will be based on information provided. You will be notified in writing of the determination:

  • 100% approval.
  • Partial Approval: Those who have been accepted and who have income between 101% and 400% of federal income poverty guidelines will receive a partial Charity Care discount based on the Medicare reimbursement rate or total charges, whichever is less.
  • Denial: Denials are based on information provided by the patient and will be specific as to what Charity Care eligibility criteria the patient did not meet. Denials related to missing information or incomplete information will be reconsidered once the information is provided.

Q. What if I receive a bill while I’m waiting to hear if I am approved?

A. You cannot be required to pay a hospital bill while your application for a discount is being considered. If your application is turned down, the hospital must tell you why in writing and must provide you with a way to appeal this decision to a higher level within the hospital. You may also contact our Charity Care Officer directly at 585-341-0023.

Q.  If I have health insurance may I still qualify for any type of discount?

A. Yes, if approval is made any discount awarded would be applied to balances after the insurance payment has been received.

Q. If I am responsible for a balance, may I make payment arrangements?

A. Highland Hospital accepts payment arrangements. A Highland Hospital Patient Accounting representative will assist you in determining the payment arrangements based on your income and the balance of your bills.

Q. What services are covered under this program?

A. All medically necessary services provided in Highland Hospital are covered by this program. This includes outpatient services, emergency care, and inpatient admissions.

Q. Are translator services available?

A. Yes, translator services are available to assist with the application process. To request interpreter assistance, please call 585-275-4778.

Charity Care

Send Application To:

Highland Hospital
Business Office, Box 24
1000 South Avenue
Rochester, NY 14620

Questions?

Call a Charity Care Officer

  • (585) 341-0023 (local)
  • (800) 544-0877 (toll free)