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URMC / Patients & Families / Bill Pay / Billing Statement: What's New / Frequently Asked Questions & Glossary of Terms

Frequently Asked Questions & Glossary of Terms

You may have noticed that your Highland Hospital billing statement has changed. Here are answers to some frequently asked questions about your new statement, a glossary of terms and information about additional changes coming this fall to our billing statements.

Frequently Asked Questions

Why does my Highland Hospital statement look different?

UR Medicine is launching a new online billing system and redesigning its patient statement so that it's easier for you to understand your health care bill.

What health care services are included on my new Highland Hospital statement?

Charges for hospital care you received at Highland on or after May 1, 2017, are now combined on one bill.

What health care services are not included on my new Highland Hospital statement?

Physician charges related to your hospital visit are not included on the new statement. Until March 4, 2018, you’ll continue to receive a separate bill for physician care at Highland. Also note that any hospital and physician care you received before May 1, 2017 will be billed separately in the old statement format.

How do I know what my current balance is?

Our new statement design includes an easy-to-spot Account Summary box on page 1. Inside this box, your Total Account Balance is listed in bold type. This indicates your current Highland Hospital balance due for care provided after May 1, 2017.

Why am I still receiving other billing statements in the old format?

We appreciate your patience as we transition to our new billing system over the next several months. For now, only Highland Hospital charges are being billed in the new statement format. You will continue to receive statements in the old format from Strong Memorial Hospital, all UR Medicine Urgent Care centers, UR Medicine physician practices and lab sites. Please continue to pay these bills as you normally would.

How do I pay my bill?

For your convenience, we have three payment options available:

  • Pay your bill online at
  • Mail your payment along with the bottom portion of your bill in the enclosed envelope.
  • Pay by phone by calling (585) 758-7650 between 8 a.m. – 5 p.m., Monday - Friday.

Can I view my bill online?

Yes! You can view your Highland Hospital bill and manage your health online through MyChart at

I’m tired of paper bills. Do you offer paperless billing?

Starting March 4, 2018, you’ll have the option to manage all your UR Medicine accounts online through MyChart – pay your bill, view past statements, check outstanding balances, set up payment plans, and sign up for paperless billing.

What is MyChart?

MyChart is a secure patient portal website that allows you to access your health information and communicate with your doctors online. Using a secure username and password, you can login to MyChart to view your statements and pay your bills.

I’m not on MyChart – how do I sign up? 

Go to and click on “Sign Up (I don’t have a code)”

What other billing changes can I expect?

Watch for more changes next spring in early March! Charges for both Highland Hospital and Strong Memorial Hospital as well as UR Medicine professional services will be summarized in one consolidated statement. More details about these changes are coming soon.

What care services will be reflected on the new UR Medicine statement?

Your new consolidated UR Medicine statement will include any care received after March 4, 2018 at most UR Medicine locations including: Strong Memorial and Highland Hospitals, all UR Medicine Urgent Care centers, our physician practices and lab sites. Again, please remember that you may continue to receive separate billing statements for care provided prior to March 4.

When will I start receiving my consolidated UR Medicine statement?

You should start receiving the consolidated UR Medicine statement around mid-March, or in the weeks or months following any care visit that falls after March 4.

Who is responsible for paying my bill?

You are responsible for paying your bill(s). We will bill your insurance company directly unless you specify otherwise. If a balance remains after your insurance has issued a payment or a denial, that balance will be noted on your statement and is due immediately upon receipt.

What if I am not able to pay my bill?

If you are unable to pay your bill, you may be eligible for financial assistance. To obtain information regarding financial assistance, please visit or contact us at (585) 758-7650 Monday through Friday, 8 a.m. to 5 p.m. From outside the Rochester area, call 888-925-4301.

What if I need help reading my statement?

If you need help reading your statement, call (585) 758-7650 or from outside the Rochester area: 888-925-4301. Our office hours are Monday through Friday, 8 a.m. to 5 p.m. Our billing representatives can address your questions, provide an explanation, or direct you to the right place for an answer.

Do you still take my insurance?

Our insurance policies have not changed. With your consent, we will bill your medical insurance plan, including Medicare and Medicaid, on your behalf. You will be responsible for unpaid balances on your account.

Why didn't my insurance pay?

Please contact your insurance company directly for this information.


Glossary of Terms:


Account Number – Number given by your doctor or hospital for your medical visit. This number will remain the same and appear on every statement you receive.

Account Summary – Summary of your medical bill. On your new Highland Hospital statement, your account summary will include a summary of your hospital charges for care received on or after May 1, 2017.

Amount – Charges for a specific medical visit.

Balance – The amount you owe for your care after your insurance company or Medicare or Medicaid has paid its approved amount.

Charges – The amount your doctor or hospital bills your insurance, prior to billing you.

Description of Services – The portion of your medical bill (typically on page 2) that summarizes the care you received.

Guarantor – The person responsible for paying the patient's bill. Typically, the guarantor is you, your spouse, or an adult who cares for you.

Hospital Account Record (HAR) – This amount represents a group of charges for a specific hospital visit/date of service.

Hospital Services – This refers to inpatient services received when you are formally admitted to the hospital, or outpatient services including radiology and laboratory testing.

Observation Services – Services your doctor or provider orders to help decide whether you need to be admitted to the hospital as an inpatient. When you are getting observation services, you are considered an outpatient.

Payment – Money you or your insurance company have paid towards your care.