Patient Financial Resources FAQ
Patient Billing & Financial Resources
For questions or concerns, contact customer service: (321) 841-2596 and (877) 793-0145
Office hours are Monday - Friday, 8:00 am to 5:00 pm
FREQUENTLY ASKED QUESTIONS
This bill is for hospital and medical services provided by Orlando Health. You are being billed for what insurance did not pay due to a copay, co-insurance, deductible or non-covered service.
You are receiving a bill because insurance has paid or denied payment and it has been deemed that this balance is the patient’s responsibility.
You can view and pay your bill online via Quick Pay or through the Patient Portal.
Unfortunately, we do not offer additional discounts as we have already applied a discount based on our contract with your insurance or based upon our self-pay policies. We offer payment plan options. Please review our Financial Assistance Policies for additional assistance.
Once an account is determined to be the patient’s responsibility, Orlando Health will make a combination of phone and mail attempts over a 60-90 day period to reach the patient in order to obtain payment in full or to establish an agreed upon payment plan. If neither are done at the end of this time, the hospital has no choice but to seek assistance form one of our bad debt recovery companies.
All statements from Orlando Health and their affiliates are sent based on the information obtained at the time of service. If inaccurate information is obtained, Orlando Health will not be able to reach you. It is very important that you confirm your current address during your registration; additionally, if you are insured your insurance company will send you an explanation of benefits after they have processed your claim. If you receive this and have not received a statement from Orlando Health, it would be in your best interest to reach out to the hospital at (321) 841-2596 & (877) 793-0145. You can assist in preventing your account from going into collection by contacting the hospital in a timely manner after receiving your explanation of benefits.
Please review our Financial Assistance Policies for assistance.
You can view your bill online, visit our Patient Portal, or call us for verification.
Insurance information can be updated by phone, email, fax or mail.
Payment plans can be set up by phone, email, or mail by selecting the payment option on the bill.
To add new balances to an existing payment plan please contact us to set up a new payment plan.
Grievance Process
The Orlando Health Grievance Process provides the opportunity to dispute charges that appear on a patient’s itemized statement or bill. (FL Statue 395.301)
Point of information: Hospitals are not paid separately for each item or supply listed on your bill. Instead, they often receive a set payment for your treatment, regardless of the number of items or services rendered This means that even though your bill might list each item separately, the hospital's payment doesn't increase with every item shown on the itemized listing.
Initial concerns related to charges should be shared with billing customer service at 321-841-2596 as they are often able to answer common questions and concerns.
If you wish to take your dispute further, please submit the following information in writing:
Name of person submitting request and relationship to patient
Patient First Name, Patient Last Name
Patient Date of Birth
Phone number
Email address: if electronic communication can be used for response from Orlando Health
Account Number
Has billing customer service been contacted? Yes or No
Date of visit or admission
Description of grievance: Please provide a description of your billing item in dispute and any supporting reasoning for the dispute.
Any item from section D that is missing may cause delayed response to submitted request.
Please mail written correspondence to:
Orlando Health Billing Customer Service Written Grievance Process
1414 Kuhl Ave, MP 65
Orlando, FL 32806Please allow 7 days from receipt of request for response.
If you feel that you are being charged for services that you did not receive, please contact us to initiate the dispute.
When we discover that we have been overpaid, the overpayment will either be transferred to the patient’s other accounts that have a balance or refunded.
Itemized statements can be requested over the phone, email or mail.
The hospital and the professional services provided in the hospital are billed separately. The hospital charges for the room, equipment, supplies, technicians and nurses who cared for you. Any physician or allied health professional that treated you during your stay will have a separate bill.
Yes, payments can be made by phone.
The account will remain with collections. Payment plan options are available with the collection agency.
Some automatic payment plans will continue to occur for a set time. If your balance has changed due to an extra payment or an adjustment, it will change the amount due originally set up on the payment plan. Please contact us if you feel you have overpaid.
If you have a new credit card or need to switch payment methods on your payment plan, please contact us.
A condition for treatment form can be sent to the responsible person to print, sign, and date. Someone else will need to sign and date as a witness. After the new condition for treatment is sent to us we can update the account with the new guarantor.
Yes. Healthcare practitioners who provide services in the hospital may or may not participate with the same health insurers or health maintenance organizations as the hospital. It is recommended to confirm/contact the healthcare practitioner who will provide services in the hospital to determine which health insurers and health maintenance organizations the practitioner participates in as either a network provider or preferred provider.