Understanding Bills

Do you have questions about your hospital bill? We can help.

You'll find answers to some common questions below. If you have other concerns about billing and/or payments, please don't hesitate to give us a call.

Q: What is the hospital bill for? Is this my only bill for these medical services or can I expect to receive others?
A: When you receive a hospital bill for services from hospital departments, the bill includes many costs: facility charges, equipment, supplies, nursing services and other support personnel, etc. You may expect to receive bills for medical services from the hospital as well as from the physician and/or other providers who supplied medical services.

Q: What other bills should I expect? Can you tell me about them?
A: Because of government regulations, most hospital-based physicians and specialists bill their services separately from the hospital. The separate bill will be from your personal physician, surgeon or other independent supplier of medical services.

The chart below gives examples of medical services that require the attention of a physician who will send a separate bill for payment:

If you have: You will also receive a bill from:
Emergency room service The emergency room physician
X-rays taken The radiologist
Certain lab tests The pathologist
Surgery The anesthesiologist and surgeon
A visit by your personal physician Your personal physician

If you have a question regarding a physician's bill, please call their office.

Q:Why did I receive a bill from Wilcox for lab services when I never visited the hospital?
A: The Wilcox laboratory routinely performs tests on specimens for physicians statewide. Therefore, you may receive a hospital bill for laboratory services that your physician ordered, although you have not been to the hospital yourself.

Q: What is the best way to be certain that my insurance is paying its share of these costs?
A: The best way is to present your insurance card and all insurance information at the time of registration. A new account is usually set up for each visit to the hospital. This allows your insurance company to track any deductibles and your co-payments. If your card is not presented and the insurance does not cover these costs as a result, you will be responsible for full payment.

Q: How is a charge set for my services?
A: The charge for services included on your bill is based on many factors that vary from hospital to hospital, including the costs of buying medications, surgical equipment and other supplies; powering and maintaining hospital buildings; paying highly-trained healthcare workers; and purchasing up-to-date medical technology.

Charges are usually revised on an annual basis. These changes are made at the beginning of our fiscal year, which is July 1st. However, as technology and resource needs change, we may have to update our charges at other times during the fiscal year.

The 2019 Hospital Standard Charges may be alternatively referred to as the "charge master", "hospital chargemaster", or the "charge description master" (CDM). It is a comprehensive listing of items billable to a hospital patient or a patient's health insurance provider. Chargemasters include thousands of hospital services, medical procedures, equipment fees, drugs, supplies, and diagnostic evaluations such as imaging and blood tests. Each item in the chargemaster is assigned a unique identifier code and a set price that are used to generate patient bills. Diagnoses Related Groups (DRG) is a classification system to organize the charges based on the type of illness or injury and include all charges from admission to discharge.

» 2019 Hospital Standard Charges

Q: Why didn't my insurance pay charges for a routine check-up?
A: Most insurance companies, including Medicare, will not pay for routine physical check-ups. If you have screening tests, such as a chest X-ray, blood sugar test, a Pap smear or other similar screening test, your insurance may not pay. Contact your insurance carrier if you have questions about your coverage.

Q: Do you bill my insurance carrier or must I notify them?
A: Wilcox will bill your insurance company for you. Due to the numerous differences in insurance benefits available, the hospital does not guarantee your insurance will pay. If your insurance does not pay within 30 days, you may be asked to pay the account balance. If you furnish complete information at registration, we will file your secondary insurance also.

Q: What can I do if I am unemployed and uninsured?
A: You may apply for healthcare coverage. Both the admissions office and the business office will have Med Quest applications available for you. Applications need to be completed and submitted to the Med Quest office in Lihue within five days of the service date. To learn more about these programs online, visit our patient navigator area in patient services.

Q: What if I find I can't afford to pay the bill I receive, are there any options?
A: Financial assistance is available for those individuals who are uninsured or underinsured or who are experiencing financial hardship. Eligible patients would be those who have limited financial resources to pay for an individual insurance policy and who do not qualify for Hawaii Medicaid. Your inability to pay for care should not prevent you from receiving medically necessary services. To learn more about our Patient Financial Assistance Program, please contact our Customer Service Department at (866) 266-3935 or stop by and meet with our Financial Counselors in the Financial Services Dept., located on the 1st floor of the Main Lobby. Business hours: Monday-Friday 8:00 a.m.-4:00 p.m.

Q: Do you take credit cards or offer payment plans?
A: Wilcox honors MasterCard, Visa, Discovery, JCB and American Express. Convenient payment plans can also be arranged.

Q: Where can I pay my bill?
A: Payments may be mailed in or submitted directly to the hospital cashier in the main lobby during normal business hours. The registration department representative is available to receive payments at any other time in the hospital emergency room.

Q: Can I deduct excise taxes?
A: Wilcox is a nonprofit tax-exempt hospital. No excise taxes are added to our bills. Therefore, no excise tax credit may be claimed on your Hawaii state tax return for our services.

For General Information

1 808 949 WELL (9355)

1 877 709 WELL (9355)

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