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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 statements you receive from UR Medicine look different. Now your charges for UR Medicine physician care, Strong Memorial and Highland Hospitals visits and tests/procedures are combined on one statement. Here are answers to some frequently asked questions about your new statement and a glossary of terms.

Frequently Asked Questions

Why does my UR Medicine statement look different?

UR Medicine has launched a new online billing system and redesigned its patient statement to make it easier for you to understand your health care bill. Now your charges for UR Medicine physician care, hospital visits and tests/procedures are combined on one statement.

What health care services are included on the new UR Medicine statement?

The new UR Medicine statement shows itemized charges for care received at most UR Medicine locations, including Strong Memorial Hospital, Highland Hospital and all UR Medicine physician practices, lab and imaging sites, and Urgent Care Centers.  

How do I know what my current UR Medicine balance is?

Our new statement design includes an easy-to-read Account Summary box on page 1. Inside the box, your Total Account Balance is listed in bold type. This indicates your current UR Medicine balance due. For more details, see: How will my payment be applied?

What health care services are not included on the new UR Medicine statement?

The new UR Medicine statement does not include charges for care received at Strong Memorial Hospital, labs/imaging sites, urgent care centers, or from a UR Medicine physician before March 4, 2018. These charges will be billed separately in the previous statement format.

Can I view my UR Medicine statement online?

Yes. Now you can view and pay your UR Medicine statement via MyChart. MyChart is a secure patient portal website that allows you to access your health information and communicate with your doctors online.

MyChart is the preferred method for managing your health care accounts. You can pay your bill, view statements, sign up for paperless billing, and set up payment plans, all from your computer or mobile device! To read more FAQs about MyChart, click here.

Not on MyChart? Go to mychart.urmedicine.org and click on “Sign Up (I don’t have a code)”.

How do I pay my bill?

For your convenience, we have several payment options available:

  • Preferred method:  Pay via mychart.urmedicine.org
  • Pay your bill online at paybill.urmc.edu
  • Pay by phone by calling (585) 758-7650 or (888) 925-4301 (from outside the Rochester area) between 8 a.m. – 5 p.m., Monday - Friday.
  • Mail your payment along with the bottom portion of your bill in the enclosed envelope.

How will my payment be applied?

Your bill may contain charges from more than one UR Medicine provider, or you may have an unpaid bill with Strong Memorial Hospital, Highland Hospital, and/or the University of Rochester Medical Faculty Group. If this is the case, we will apply your payment to your oldest outstanding balance first. This could result in partial payment of a bill.

To apply your payment to a specific balance, please call our Patient Financial Services Team at (585) 758-7650 or from outside the Rochester area at (888) 925-4301, or make your payment via MyChart at mychart.urmedicine.org

Does UR Medicine offer paperless billing?

Yes. You can opt to go paperless and receive your UR Medicine bills electronically via MyChart.

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

During our transition to a new billing system, 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/imaging sites. Please continue to pay these bills as you normally would.

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, the 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 financialassistance.urmc.edu or contact us at (585) 784-8889 or from outside the Rochester area at (800) 257-7049. Our office hours are Monday through Friday, 8 a.m. to 5 p.m.

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 at (888) 925-4301. Our office hours are Monday through Friday, 8 a.m. to 5 p.m. Our Patient Financial Services Team 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.

What if I have questions regarding insurance, statements, or billing information?

Send a message to our Patient Financial Services Team (found under the MyChart Messaging tab, Ask Billing Question) or call us at (585) 758-7650 or from outside the Rochester area at (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 at (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.

How can I update my insurance information?

Log into MyChart, click the Billing tab and select Insurance Summary. From there you can edit, add, and remove insurance information. Or you can call us at (585) 758-7650 or from outside the Rochester area at (888) 925-4301.

Can I use MyChart to pay all of my UR Medicine bills?

You can use MyChart to pay bills for your care at most UR Medicine locations, including Strong Memorial Hospital, Highland Hospital and all UR Medicine physician practices, lab and imaging sites, and Urgent Care centers.

Please note: Some bills are not payable via MyChart, including bills for care at Highland Hospital before May 1, 2017, or at Strong Memorial Hospital and/or from a UR Medicine physician before March 4, 2018. These bills can be paid via the Online Bill Pay option at paybill.urmc.edu or by calling the Patient Financial Services Team at (585) 758-7650 or from outside the Rochester area at (888) 925-4301.

When I pay my bill online with MyChart, will my payment information be safe and secure?

All MyChart payments are made through a secure third-party company called InstaMed, one of our nation’s largest and trusted payment networks. InstaMed handles more than two-thirds of the health care industry’s payments, processing tens of billions of dollars in payments annually. Using this system means that UR Medicine is partnering with a vendor to keep your information as safe and secure as possible. In fact, UR Medicine is never in possession of your credit card information. Instead, with your approval (via the “Remember my card” option), UR Medicine receives a “token” that may be reused by you at a later date to authorize additional payments.

Can I use MyChart to set up a payment plan?

Yes. In addition to paying your bill online, you can use MyChart to set up payment plans, sign up for paperless billing, and view your statements.

Can I cancel a payment made through MyChart?

If you made an error when making a payment, send a message to our Patient Financial Services Team (found under the MyChart Messaging tab, Ask Billing Question) or call us at (585) 758-7650 or from outside the Rochester area at (888) 925-4301.

How do I request a refund on a payment made through MyChart?

Send a message to our Patient Financial Services Team (found under the MyChart Messaging tab, Ask Billing Question) or call us at (585) 758-7650 or from outside the Rochester area at (888) 925-4301.

Glossary of Terms:

 

Account Number – Number(s) 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 UR Medicine statement, your account summary will include a summary of charges for all hospital and professional care received on or after March 4, 2018.

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.