What Patients Frequently Ask About Their Mountain States Health Alliance Bill

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Q: How and when will I know what amount I owe the hospital?

A: You will receive a courtesy letter shortly after your hospital encounter to advise you that we have filed your insurance for you.  After your insurance company pays their portion of your bill, we will send you another letter to advise you that the balance is now due from you.

Q: Who can I call for information and assistance with my account?

A: You may call the Corporate Business Office at 423-431-1700, or Toll Free 1-877-281-5665.  Our Patient Account Representatives are available to assist you from Monday thru Friday 8:00am to 4:30pm EST.  You may also access our interactive voice response system 24hrs a day, 7 days a week to check your account balance, request an itemized bill, or make a credit card payment.

Q: What if I cannot pay the entire balance due as reflected on my statement?

A: Mountain States Health Alliance has a variety of options available for patients that allows them to resolve their hospital bills.  Our Patient Representatives in the Corporate Business Office will assist you with exploring the best payment option for you.  If you cannot pay the entire balance of the account, it is important that you call us to establish an agreed upon payment plan.

Q: Where are you located?

A: The Corporate Business Office is located at 1725 West Market Street in Johnson City, and the business hours are Monday thru Friday 8:00am to 4:30pm EST.  You may also get help during the same hours at each of our facilities by going to the admitting or cashiers office.

Q: Why am I getting so many bills from different providers?

During your hospital visit, other professionals were involved with your care and they have their own billing office.  You may contact these providers at the phone numbers below.

  Johnson City Emergency Physicians                           
423-926-6266 or Toll Free 800-840-6266
  Emergency Care Physicians Inc
423-915-1126 or Toll Free 866-915-1129
  Mountain Empire Radiology
  Tri-City Radiology
  Anesthesia and Pain Consultants
  East Tennessee Anesthesia
  Watauga Pathology
  Associated Pathologists

Q: How soon should I arrive before my appointment?

A: When making your appointment be sure to ask if you will need to arrive early to fill out any necessary paperwork.

Q: What type of information should I bring with me when being admitted?

A: Identification cards are always needed when being admitted. Please make sure to have your driver’s license, social security card, insurance card, doctor’s order, and any co-pay payment that can be made.

Q: I have been a patient several times at Mountain States Health Alliance facilities.  Why am I asked for identification cards and insurance cards each time I visit?

A: Your insurance and demographic information is retained in our computer system from your previous visits.  However, insurance coverage can change frequently depending on employer group renewals, personal coverage choices and particular reasons for the encounter such as workers compensation.  Therefore, it is vital that we capture the correct insurance information for each visit so that we can obtain appropriate payment from your coverage plan.

Q: I received a notice from MSHA that my insurance has denied payment for services.  Why is my claim being denied?

Your claim may be denied for many reasons by your insurance provider, such as: missing prior authorization for an admission or diagnostic test, pre-existing condition or unclear coordination of benefits. 

Q: I received a notice from MSHA that my insurance has denied payment for services. Will I be billed for a balance while my account is pending a denial appeal decision?

No.  You will not receive a bill for your deductable or co-payment/co-insurance until your insurance has processed your claim for payment or final denial.  However, if you wish, you may call our office toll free at 1-877-281-5665 to pay your co-payment or estimated co-insurance.

Q: I have received a notice from MSHA that my insurance has denied payment for services. Should I call my insurance provider?

A: Yes.  To be proactive, please call your insurance provider to ensure there is nothing further they need from you.  If your claim denial is due to a pre-existing condition or a missing coordination of benefits, they will likely need additional information from you that we cannot provide.