Understanding My Hospital Bill

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 at (808) 522-4013. Our Customer Service representatives are available Monday-Friday, 9:00 a.m. – 4:30 p.m. or e-mail us your questions.

Q: When is payment of my bill expected?
A: With the exception of co-payment amounts, the medical center expects full payment within 30 days of the billing date shown on your statement.

Q: What options do I have to pay my bill (check, cash, credit card)?
A: Straub Clinic & Hospital accepts payments made by cash, check, money order, or credit card. We accept Visa, MasterCard, American Express, Discover and JCB.

Payments may be made:

• By Mail: Use the return envelope that came with your billing statement to make a payment by check, money order or credit card.
• In Person: Stop by our cashiers office or the Admitting/Registration office which is located on the ground floor of Straub Clinic & Hospital. Also, payments can be made at any of our front desk areas through the clinics or hospitals.
• By Phone: Credit card payments can be made by calling Customer Service at (808) 522-4013.

Q: If I am unable to make payment in full what options do I have to pay my bill?
A: Patients who find it difficult to pay their bill in full within 30 days should contact a customer service representative at (808) 522-4013. The Medical Center several payment options available.

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, 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 Hawai‘i Medicaid. Your inability to pay for care should not prevent you from receiving medically necessary services. To learn more about our Financial Assistance Policy, please contact our Customer Service Department at (808) 522-4013 on O‘ahu, (866) 266-3935 Neighbor Islands or stop by and meet with our Financial Counselors in the Admitting Dept., located on the 1st floor of the Hospital. Business hours: Monday-Friday 8:00 a.m.-4:00 p.m.

Q: Why did I receive a bill from both the doctor and the hospital for the same visit?
A: Your visit to Straub Clinic & Hospital may result in billing from various service providers. In addition to the hospital bill you may receive separate billings from professional providers who assisted with your care. These professionals may include, but are not limited to the your:

• Attending physician
• Radiologist
• Cardiologist
• Anesthesiologist
• Ambulance company
• Emergency medical technician

Q: Why am I being billed when I have insurance?
A: Many insurance companies have amounts which the patient must pay. The amount may be for a co-insurance payment, deductible or an out of pocket expense (an expense not covered by your insurance provider). If you have questions about why your insurance did not pay a portion of your claim, you should contact your insurance company directly. You may also receive a bill if your insurance company does not process our claims by their due date or if they deny coverage of your service. If you receive a statement that does not show insurance processing, you should contact your insurance company to determine the reason for delay / denial.

Q: When do I make the co-payment and or deductible payment my insurance requires? Can I wait to be billed by the medical center after my insurance processes the claim?
A: Co-payments are due at the time of service. If you are unsure of your co-payment responsibility please contact your insurance plan. If you are an inpatient our financial counselors will obtain the deductible information at the time they check your eligibility. Straub Clinic & Hospital expects co-payment amounts to be paid at the time of service. Please be prepared to pay your co-payment when you check in.

Q: If my insurance company has pre-certification, prior approval or notification requirements for specific services, am I responsible for completing this task?
A: The specific requirements and responsibility for completing pre-certification or notification depend on several things:

1. Contract agreements between the medical center and your insurance company, or
2. The requirements as defined by your insurance or employer group plan.

In many cases, the medical center can assist with these requirements if we have a contract with your company. However, if you have questions about your responsibility for completing these requirements, you should contact your insurance company directly. You may have to pay a higher deductible or coinsurance amount if these steps are not completed.

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.

Q: How much of the total charges do I have to pay?
A: Regardless of a hospital's charges, the government determines how much the hospital is paid for a service for those enrolled in a federal and/or state program like Medicare or Medicaid, and local negotiations determine how much a hospital is paid by those enrolled in commercial health plans, such as HMSA, HMAA, UHA, and Summerlin. For patients with no insurance, Straub Clinic & Hospital offers a discount off of its charges so uninsured patient can take advantage of similar discounts those the hospital offers to health plans. The charge for services provided 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. Click here for our uninsured discount policy.

The best way for patients to determine their out-of-pocket costs in advance of obtaining services is to contact their insurer, whether that is a commercial health insurance company, Medicare or a state Medicaid program. For a rough estimation of your out-of-pocket costs, click here for our out-of-pocket calculator.

Q: What is an Explanation of Benefits (EOB) or Explanation of Payment (EOP)?
A: These are documents showing a detailed listing of how your insurance company processed your claim or bill. An EOB or EOP is mailed by your insurance company directly to you.