Frequently Asked Billing Questions (FAQ)

My child has health insurance. How much do I owe?

Co-Insurance, Co-Payments and Deductibles are determined by your insurance plan, and we strongly encourage you to contact your plan directly to gain a full understanding of what you may owe.  Patient Account representatives will verify your insurance and are available to assist you in determining what your out of pocket expense may be.

How can I get financial assistance?

If you are without insurance, Financial Counselors are available to assist you with applying for Local, State or Federal programs that may cover your medical expenses or, arranging an affordable payment plan. Call 617-355-3397.

Should I inform my insurance company that my child is going to be in the hospital?

It is always beneficial for you to contact your insurance before receiving medical services so you understand your benefits and coverage limitations.  A Patient Accounts Representative will verify your insurance, and attempt to secure authorizations and referrals where necessary.

Do I need to have my insurance card or my child's insurance card with me at the hospital or clinic?

Yes, it is very important that you bring your insurance card with you to ensure that we have accurate billing information to correctly file your claim. You will be asked to present your card each time you register.

How do I know if my insurance is accepted?

We accept, and will bill most all insurance plans provided eligibility has been confirmed and/or verified, and that the services anticipated are in fact a covered benefit under your plan.  In some cases, where we are considered as an out-of-network provider, or in a tiered network, you may be subjected to increased out of pocket expenses.  You should always verify your benefits and coverage limitations directly with your insurance beforehand.

How do I know if my child's visit will be covered by my insurance company?

Health benefit coverage varies with each insurance plan or employer group. Although a Patient Accounts Representative will verify your benefits, and seek referrals and authorization where necessary, we encourage you to refer to your subscriber handbook, or call your insurance directly with questions regarding coverage for specific services.

Can I pay my bill online?

Yes. You can pay your bill online here 

You may also update your address, insurance information, or submit a question about your bill, or an upcoming service.  You can contact Patient Financial Customer Service at 617-355-3397.

When do I pay my co-pay, co-insurance, or deductible?

Your out of pocket responsibility is due when you register. If you are unsure of your financial liability, please refer to your insurance card, or contact your insurance directly. Once again, Patient Account Representatives are also available to assist you in determining your cost.

How can I pay my balance?

We offer several payment options:

Pay your bill online here.  All major credit cards are accepted. You can also pay your bill by mail or by phone.

To determine which means is best for you, more information is available on the Pay your Bill page. 

What if I can’t pay my bill in full?

Financial counselors are available to assist you with applying for Local, State or Federal programs, as well as working with you to establish affordable payment plans at 617-355-3397.

I made a payment, but I received another billing statement. Why?

The statement could have been sent prior to posting of your payment, or you may have received a bill for a different service date.   If you have made a payment and received a bill, please call our Patient Account Customer Support line at 617-355-3397 and we will be happy to confirm your payment(s) and any remaining balance(s).  

Also, as the Hospital and Physicians bill separately, please verify the provider name that appears on your bill.  View the list of the Physician Billing Contacts.

I have been contacted by a collection agency. Why was this done and what should I do?

Before an account is placed with a collection agency, you will typically receive a minimum of three billing statements from Boston Children's Hospital advising you of your account balance and responsibility, and you may also receive letters or phone calls from billing office personnel.

After these steps have been taken and payment or satisfactory payment arrangements have not been made, the account is then referred to a collection agency.  You may resolve the account balance by contacting the agency directly, or if you are unable to do so, Patient Account Representatives are available to answer your questions.

Will you bill the insurance company for my child's visit?

We will bill claims for services directly to your insurance, provided we have sufficient information to do so, and that your insurance has confirmed eligibility. It is very important that you provide us with all of the necessary information prior to your appointment or admission, if possible. 

Will you bill both my primary and secondary insurances?

We will bill all insurances directly.

What is the difference between hospital and physician billing statements?

For each admission or outpatient service, the Hospital will bill for Room & Board, and most ancillary services which includes, but is not limited to, operating and recovery room, Lab, X-rays and other diagnostic or therapeutic services.  Physicians will bill directly for their professional fees, which includes, but is not limited to, office consultations, test interpretations, and surgical fees.

What are the business office hours?

Patient Financial Customer Service is open from 7 a.m. - 5 p.m., Monday – Friday.

Can I make an appointment with a customer service representative to discuss my hospital bills?
Yes. Please contact Patient Financial Customer Service at 617-355-3397 for more information.

Will I receive an itemized statement?

Your initial statement or bill will provide a summary of charges and payments. If you require a detailed and itemized bill, you may obtain one by contacting our Customer Service department, at 617-355-3397 or by visiting our website to request one.  

Who is responsible for getting an authorization or pre-approval for a particular service?

A Patient Accounts Representative will make every effort to obtain an authorization from your insurer when required. In some instances where your insurance has denied the authorization request or there are delays, you may be contacted and asked to contact your insurer directly to assist us or you may be responsible for payment.