Frequently Asked Questions:General Questions


Will Elmhurst Memorial send my Hospital bill to my insurance company, or will I have to do that?

As a courtesy to our patients, we will bill all insurance plans provided to us. If you receive any correspondence from us that does not accurately reflect your insurance information, you should contact our office immediately so that we can update our records and submit claims on your behalf.


When do I become responsible for my bill?

You are legally responsible for your bill at the time the service is provided. You are ultimately responsible for ensuring that the Hospital is reimbursed for the services provided to you.


When will I receive a bill?

A statement is not generated until all of your insurance companies have responded or made payments. Generally, it takes 45 to 60 days to obtain payment from your insurance carrier, but in extreme cases, it may take up to a year for their response. We do our best to work with the various insurance payers to receive payment prior to billing you. You will not receive a bill until:

  • Your insurance company denies the claim
  • Your insurance company pays the claim, leaving a co-insurance, deductible or non-covered services
  • Your insurance company fails to respond to the claim


Will I receive an itemized statement?

Itemized statements are not automatically sent each time you visit the Hospital. You may request an estimated list of current charges upon checkout. However, this may not reflect a final list because many departments that helped care for you may take up to five days to submit their charges. If you wish to obtain a copy of a final itemized statement of charges, you may call our Patient Business Services department at 331-221-6600, or e-mail us. You may also request by fax at 630-993-5701 or in writing to: Elmhurst Memorial Healthcare; 155 E. Brush Hill Road; Elmhurst, IL 60126.


How do I know that the amount you are billing me is the correct amount?

Once your insurance carrier pays their portion of the bill, they will send you an explanation of benefits (EOB) to show how the claim was paid. You can compare your EOB to the statement sent by the Hospital. How the carrier paid the claim is based on their contract with us as well as their contract with you. If you feel the insurance company should have paid a higher amount, please contact them directly for resolution.


Why am I getting a bill when I have not been to the Hospital?

You may receive a billing statement from the Hospital even though you did not actually visit the Hospital for services. This will happen if your physician has performed lab work or a biopsy for you at his/her office but then sends the specimen to the Hospital for analysis. You will receive a bill from your physician for the lab work/biopsy procedure AND a bill from the Hospital for the analysis of the lab work/biopsy.

  • Your insurance carrier may have a designated lab facility and will only pay for services at these facilities. Remember to check your policy.
  • If your insurance carrier does not cover these services, the balance will be your responsibility.

If you have any more questions about whether or not the service will be covered, contact your health insurance plan.


I received a copy of my bill but do not understand the charges. Can you explain them to me?

We will be happy to explain any and all charges to you. Please contact one of our financial counselors at 331-221-6740. If you have any questions concerning why you received certain tests or procedures, please contact your physician.


Why do I have more than one account with Elmhurst Memorial Healthcare?

There are some designated areas within the Hospital that generate one bill every 90 days of service; however, insurance companies require the vast majority of billing to be visit specific. We generate a new number for most services that we provide on different days. Generating a different account number for every date of service simplifies the billing process with the insurance companies and helps our patient representatives answer your questions regarding different services provided.


Why am I getting bills from physicians?

In addition to receiving a bill from the Hospital, you will receive a separate bill from each physician who provides professional services, such as radiology, laboratory/pathology, cardiology, emergency room, anesthesiology and nuclear medicine. The practice of separate physician billing is a normal and accepted practice because most physicians are independent contractors and not employees or agents of Elmhurst Memorial Healthcare. If you have questions about these bills or related insurance coverage, please call the physician’s office listed on the billing statement.


Why am I getting calls from someone outside of the Hospital?

We have business partners that assist in the collection of payments from insurance companies and responsible parties.


Can I pay Elmhurst Memorial Hospital for a visit prior to receiving a bill?

Yes. Many people know the amount of their portion of the bill, and we will accept payment prior to payment from the insurance company.


If I am due a refund, why can’t I get one the day I request it?

We must follow several steps before issuing a refund. This process can take anywhere from seven to 30 working days after a request has been made.

Elmhurst Memorial Healthcare Network

This site is part of the Elmhurst Memorial Healthcare network of Web sites, which covers a variety of topics using the same philosophy: When it comes to medical care, we know that you have a lot of options. And we want you to know that you're more than a patient to us. You're an individual. We would appreciate the opportunity to provide you with state-of-the-art medical care and down-to-earth, personalized attention.

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