Financial Assistance Program FAQ

Financial Assistance Program FAQ

Find Answers to Your Financial Assistance Questions

Hawaii Pacific Health provides financial assistance to patients receiving emergency and/or medically necessary care who qualify for assistance pursuant to our Financial Assistance Policy. This assistance is available to the insured and uninsured based on income and personal circumstances. Here are some answers to the most frequently asked financial assistance questions for patients treated at Hawaii Pacific Health (“HPH”) facilities:

Where can I get a financial assistance application?

The easiest way to obtain a financial assistance application is by clicking here. You can also obtain translated versions of the application at the Financial Services desk at any of our facilities or by calling Customer Service at (808) 522-4013 on Oahu or (866) 266-3935 from neighbor islands M-F between 8:00 a.m. and 4:30 p.m.

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

You can apply before you have an appointment, when you come to the hospital or clinic to get care, when the bill is received or afterwards. Financial Assistance is generally approved for a six month period.

How is eligibility determined?

Eligibility is determined by measuring the family income against current poverty income guidelines established by the Federal Government for the state of Hawaii.

Applicants for Financial Assistance may be screened for Medicaid eligibility by a hospital Financial Counselor. Financial Assistance applications must be completed and submitted with wage/income statements for the past 90-days and a copy of the Medicaid denial letter if applicable.  

Are there limits to eligibility based on residency?

Individuals who do not reside in Hawaii and require emergency services from HPH may receive care and get a discount if they meet the financial requirements and complete the financial assistance application process. Individuals who are Hawaii residents may get a discount on non-emergency, medically necessary services, if they meet the financial requirements and complete the financial assistance application process.

What happens after I apply and how long will it take before I know if I have been approve for financial assistance?

Applications are usually processed within 30 calendar days, once all required documentation has been received by Hawaii Pacific Health. Please see the application checklist for a list of required documentation.

A determination of eligibility will be based on information provided. You will be mailed a letter notifying you of the determination:

  • 100% approval
  • Partial Approval: Those who are approved for financial assistance with income that exceeds 200% of the federal poverty guidelines
  • Denial: Denials are based on information provided by the patient and will be specific as to what financial criteria the patient did not meet. Denials related to missing information or incomplete information will be reconsidered once the information is provided.

I submitted my application over 30 days ago.  Who can I call to find out the status?

Call Customer Service at (808) 522-4013 on Oahu or (866) 266-3935 from neighbor islands M-F between 8:00 a.m and 4:30 p.m.

If my application is approved, what will the discount cover?

The discount will cover those charges for emergency or medically necessary services which are billed directly by a Hawaii Pacific Health Facility or by an employed Hawaii Pacific Health physician. Please click here for a list of physicians who are NOT covered by HPH’s financial assistance discount.

If I qualify for partial financial assistance, what happens to the rest of my bill?

Hawaii Pacific Health determines your level of financial assistance based on your family income and circumstances. If you qualify for partial assistance, the remaining balance of the bill is your responsibility to pay. To learn more about available payment options, please contact the Financial Counselors at any of our facilities or call Customer Service at (808) 522-4013 on Oahu or (866) 266-3935 from neighbor islands M-F between 8:00 a.m. and 4:30 p.m.

How often must I apply for a financial assistance discount?

In general, patients must reapply every 6 months.

If my account has gone to a collection agency, can I still apply for financial assistance?

Yes. Please contact our Customer Service department so we can help facilitate the process. We work very closely with our collection agencies and will notify them if you are approved for financial assistance.

Why do I need to look for other sources of funding before I receive financial assistance?

No single organization can meet the needs of all patients who are unable to pay. Patients in need of financial assistance should utilize all resources for which they are eligible. This ensures Hawaii Pacific Health facilities will have resources available to assist patients who don’t qualify for other financial help.

Which physicians are not covered?

Please click here for non-covered physicians.

Why do you need to see my tax return?

Hawaii Pacific Health uses the tax return to verify personal financial information such as income and household size.

If I pay bills but the bills are not under my name, can I still include them as a monthly expense?

Yes. Please include a letter explaining the circumstance.

For the documents which are required (Examples: Pay stubs, W2’s, GE Tax form, 1099, etc), do you require the originals?

Please send us copies of the forms as originals are NOT returned.

I have a high deductible, can I still qualify for Financial Assistance?

Assuming all criteria are met and the services you received were medically necessary, you may qualify for financial assistance for the portion of the bill which your insurance carrier has determined to be your responsibility.

What is the definition of a Hawaii resident?

To be considered to be a Hawaii resident, must be in the state for other than temporary or transitory purposes for at least 30 days.

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