Billing FAQ and Support | Texas Health Resources
Payment Overview
We're here to help you navigate the payment process.
  • Up-Front Payment

    Our practice is to collect all known fees when you register at the hospital — including deductibles, co-payments and co-insurance — based on estimated charges. Your final bill will reflect actual charges for services provided, which may be higher or lower than the estimate provided at registration.

    If actual charges are higher than estimated, we may ask you for additional payment. If actual changes are lower than estimated, we will process the appropriate refund.

  • Payment by Insurance

    If you have health insurance, we will bill your insurance carrier shortly after your visit and then send you notification of the charges submitted. This statement is for informational purposes only. You should also receive an explanation of benefits (EOB) from your insurance company explaining how it processed your claim and the amount due by you. This process is usually complete within 60 days of discharge.

    Your insurance company may contact you for additional information to process your claim. Please respond as quickly as possible to ensure you receive the maximum benefit from your coverage.

    After the insurance payment has been received, you will receive a final billing statement from Texas Health Resources for the remaining balance, which may include deductibles, co-payments and any non-covered charges. If you have questions regarding the way your claim was processed, please contact your insurance company directly.

    Payment is due upon receipt of the final billing statement. If payment in full is not possible, Texas Health has payment options. Please see your final billing statement for online resources, or you may contact Customer Service at 1-800-890-6034 to discuss payment options with a representative.

    For patients with insurance coverage, Texas Health hospitals will not routinely reduce or waive patients’ copayments, coinsurance or deductibles and will make reasonable efforts to collect an Advance Deposit for non–covered services.

  • Payment without Insurance

    Our facilities offer a discount for patients without health insurance or other third party liability coverage. The discount is equal to 45 percent of the estimated gross charges for anticipated hospital charges. It is automatically applied at the time of billing to all accounts designated as "self-pay" when charity assistance criteria are not met. After the discount is applied, we will ask for payment of the balance in full. If payment in full is not possible, we will work with you to set up a payment plan, obtain coverage through Medicaid or apply for Financial Assistance.

    The Texas Health uninsured discount applies only to hospital charges. Charges for physician professional services that are provided while a patient is hospitalized, or charges by other providers for non-hospital services, are not covered by the Texas Health discount policy.

  • Multiple Bills

    Your hospital bill contains charges for hospital services only. Certain professional and physician services are often performed along with hospital services as ordered by your various treating physicians. You will be billed separately for these services provided by your physician, ER physicians, radiologists, hospitalists, pathologists, cardiologists, neonatologists and/or anesthesiologists.

    Texas Health Resources cannot ensure physicians are contracted providers with your insurance company's provider network. If an out-of-network physician provides professional services, it is likely you will be responsible for these expenses. Questions about these bills should be directed to the physician office listed on the billing statement for these services.

  • Online Bill Payment

    If you have a balance after discharge, the Texas Health Resources website enables you to pay your bill online with an e-check, debit or credit card. This is an easy, secure and free way to submit payment. Follow this Pay Hospital Bill link and then click the Pay My Bill icon. To make a payment, you will be asked to enter your Account Number and Access Code, both of which can be found on the top portion of your Texas Health Resources billing statement.

    Payment can also be made over the phone by calling our customer service department at 1-800-890-6034. Your account number will also be requested for this transaction.

  • Customer Service

    We are pleased to answer your questions or provide additional information. Our customer service representatives can be reached at 1-800-890-6034 from 8 a.m. to 8 p.m., Monday through Friday. A representative will request your account number and be available to answer any questions about your account and/or bill.

    Customer service representatives are happy to assist with the following billing services:

    • Pay Your Bill
    • Discuss Payment Options
    • Request an Itemized Bill
    • Address Insurance Coverage Questions
    • Request Financial Assistance

    Automated phone service is available 24 hours a day, seven days a week. Questions can also be e-mailed to CustomerService@TexasHealth.org.

  • Annual Report of Community Benefits

    Each year Texas Health Resources files a Community Benefits Plan with the Texas Department of Health, Bureau of State Health Data and Policy. The Community Benefits Plan is public information as of the date it is filed with the Texas Department of Health and is available from the Department on request at the address below.

    Texas Department of Health 
    Bureau of State Health Data and Policy Analysis 
    1110 West 49th Street 
    Austin, Texas 78756

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Frequently Asked Questions
  • Are itemized statements automatically sent to patients?

    No. We send summary bills to the patient. To request an itemized statement, call the business office at 1-800-890-6034 or e-mail CustomerService@TexasHealth.org.

  • Can I make an appointment to talk to someone in person about my bill?

    Yes. You can schedule an appointment by calling the business office at 1-800-890-6034 or email CustomerService@TexasHealth.org.

  • I could not find my question on this list. How do I get answers?
    To speak to a business office representative, call 1-800-890-6034 or email CustomerService@TexasHealth.org.
  • If I have an HMO policy, can I be billed if they do not pay?

    If you have an HMO policy, you should only be billed for the amount specified on your explanation of benefits (EOB) that is provided to you by your insurance carrier. This usually includes co-pay amounts.

  • What are my payment options?
    You may pay online at Pay My Bill Online, or by phone with a check or credit card. Call 1-800-890-6034 to pay by phone, or discuss other payment options.
  • What health plans are honored at Texas Health Resources facilities?

    Texas Health Resources honors more than 115 health plan choices including Aetna, United Healthcare, Blue Cross and Blue Shield, Cigna, North Texas Healthcare Network, Unicare, Private Health Care Systems, Beechstreet, Pacificare and Medical Control. Follow this link for a complete listing of accepted insurance carriers. The information on this list is subject to change at any time and without notice. Please contact your health plan to confirm a facility's continued participation in your particular network.

  • What if there is an error on my bill?

    If you have questions about your bill, or believe that it is incorrect, call the business office at 1-800-890-6034 or email CustomerService@TexasHealth.org.

  • What is a co-payment?

    A co-payment is a set fee the member pays to providers at the time services are provided. Co-pays are applied to emergency room visits, hospital admissions, office visits, etc. The cost is usually minimal. The patient should be aware of the co-payment amounts prior to services being rendered.

  • What is a deductible?

    Deductibles are provisions that require the member to accumulate a specific amount of medical bills before benefits are provided. For example, if a member's policy contains a $500 deductible, the member must accumulate and pay $500 out of pocket before the insurance carrier will pay benefits. Once the patient has met their deductible, the carrier usually pays a percentage of the bill. The patient is liable for the unpaid percentage. Deductibles are yearly, usually starting in January.

  • What is co-insurance?

    Co-insurance is a form of cost sharing. After your deductible has been met, the plan will begin paying a percentage of your bills. The remaining amount, known as co-insurance, is the portion due by the patient.

  • What is CRNA and why am I being billed for it?

    CRNA stands for certified registered nurse anesthetist. Whenever anesthesia is administered, a CRNA must remain in the room with you at all times, until the procedure is complete, to monitor your response to the anesthesia. The anesthesiologist will be with you at the beginning and at the end of the procedure and periodically during your procedure as he or she may have multiple patients at that time. The CRNA is employed by the hospital; therefore, the hospital bills for those professional services.

    The physician anesthesiologist is independent from the hospital and will bill through his or her billing agent. In the event your insurance carrier does not cover these charges, it is the patient's responsibility to pay the CRNA charges. Prior to having services rendered requiring anesthesia, contact your insurance carrier to verify that the anesthesiologist you have been assigned is a contracted provider.

  • What is the difference between an HMO and PPO?

    HMO stands for Health Maintenance Organization. An HMO is a group that contracts with medical facilities, physicians, employers and occasionally individual patients to provide medical care to a group of individuals. PPO stands for Preferred Provider Organization. As a rule, you must select a primary care physician (PCP) who is under contract with the PPO. If you choose a doctor not under contract, you pay more. Like an HMO, you usually pay a small amount known as a co-pay each time you visit your PCP or health care facility. Unlike an HMO, if you choose to see a doctor who is not contracted with the PPO, the plan might pay a percentage of the medical bills (out-of-network benefits). However, your cost will probably be higher than if you choose a caregiver that is in the plan's network.

  • Why did my insurance only pay part of my bill

    Most insurance plans require you to pay a deductible and/or co-insurance. In addition, you could be responsible for noncovered services. Please contact your insurance company for specific answers to your questions. You may have out-of-pocket expenses.

  • Why do I get so many bills for my hospital visit

    Emergency room doctors, pathologists, radiologists and primary care physicians are all independent providers. They bill separately from the hospital. Questions about these bills should be directed to the physician office listed on the billing statement for these services.

  • Why do I need to call the insurance company if they do not pay the bill?

    If you have a PPO policy, you are ultimately responsible for the total bill or any portion of the bill your insurance carrier does not pay. The Central Billing Office will make every effort to resolve the account balance with your insurance carrier. Occasionally, we will be unable to resolve the issue with your carrier and will need your assistance.

  • Will my insurance plan pay for my treatment?

    You need to begin by verifying that your insurance plan is honored at the facility where you are being treated. Each insurance plan is different, and even within the same company one plan may cover a certain treatment while another does not. Furthermore, participation in a plan by a Texas Health Resources facility does not guarantee that it is approved for all services. Contact your specific insurance plan to verify whether your treatment will be covered.

  •  What do I do if I need assistance paying my bill?

    If payment in full is not possible, Texas Health has payment options. Please see your final billing statement for online resources, or you may contact Customer Service at 1-800-890-6034 to discuss payment options with a representative, obtain help to apply for Medicaid or Financial Assistance. Contact a customer service representative at 1-800-890-6034 to find the best solution for you. You can also follow this link for more information.

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Contact Customer Support

We are pleased to answer your questions or provide additional information. Our customer service representatives can be reached at 1-800-890-6034 from 7:30 a.m. to 6:30 p.m., Monday through Friday.

A representative will request your account number and be available to answer any questions about your account and/or bill.

Customer service representatives are happy to assist with the following billing services:

  • Pay Your Bill
  • Discuss Payment Options
  • Request an Itemized Bill
  • Address Insurance Coverage Questions
  • Request Financial Assistance

Automated phone service is available 24 hours a day, seven days a week. Questions can also be emailed to CustomerService@TexasHealth.org.