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Financial Assistance FAQs

Financial Assistance Frequently Asked Questions

Financial Assistance is a program offered by Highland and Strong Memorial 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 Financial Assistance Officer(s) at (585) 784-8889.  Assistance is also available by visiting our Financial Assistance Officer at Strong Memorial Hospital’s Care Management Office, Room 1-2315, Monday – Friday from 9:00 a.m. to 3:00 p.m.

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. Financial Assistance approvals are either on an account by account basis or for a specific period of time.

Q. How is eligibility determined?

A. Applicants for Financial Assistance may be directed to our Social Work staff for Medicaid eligibility screening by a Highland Hospital Financial Counselor or by our Financial Assistance Officer(s). Financial Assistance 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 Financial Assistance information to determine eligibility for their Financial Assistance 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 Financial Assistance application process. Individuals who reside in the hospital's primary service area (Genesee, Livingston, Monroe, Ontario, Orleans, 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 Financial Assistance 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 Financial Assistance 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 Financial Assistance 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 Financial Assistance Officer directly at (585) 784-8889.

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.

Q. Are there other providers that are not covered under this program?

A. Services provided by Eastman Dental Center, University Medical Imaging, and the Strong Memorial Outpatient Pharmacies are not participating with the Financial Assistance Program.