Frequently Asked Questions
Q: Which methods can I use to pay my bill (check, cash, credit card)?
A: Dartmouth-Hitchcock Medical Center accepts payments made by cash, check, money order, or credit card. We accept the Visa, MasterCard, American Express, and Discover.
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 to make a payment in person. The Cashiers Office is located on the Mall Level of the Medical Center.
- By Phone: Credit card payments can be made by calling Customer Service at (800) 368-4783.
Q: Why have I received two different bills for the same visit?
A: Dartmouth Hitchcock Medical Center has three billing entities: Mary Hitchcock Memorial Hospital (MHMH), the Dartmouth-Hitchcock Clinic (DHC), and the Dartmouth-Hitchcock Psychiatric Associates (DHPA).
The Hospital bills for the following:
- Technical services provided in Lebanon
Examples of technical services are: lab work, X-ray services, physical therapy, inpatient, and operating room services.- Services relating to a doctors' office visit in Lebanon
Examples of doctors' office services are those visits with a doctor or care provider in their office.The Clinic bills for the following:
- Doctors' services not related to an office visit.
Examples of services billed by the Clinic are: reading X-rays and pathology reports, inpatient daily care services, surgeon and anesthesiologist services, and doctors' office visit services provided at a regional office.If you receive psychiatric services from Dartmouth-Hitchcock Psychiatric Associates (DHPA) you will receive a separate bill. For patient privacy, the billings for these services are handled by DHPA only. These bills cannot be accessed by MHMH or DHC. If you have questions about your bill, please call the phone numbers listed on the DHPA statement.
Q: There is a doctor's name on my bill I don't recognize. Why is this?
A: There are several reasons you may not recognize a doctor's name that appears on your bill.
If the service being billed is for reading an X-ray or a pathology report, or for the doctor who gave you anesthesia, your bill will have the name of the doctor who performed these services. You may not have met with these staff people during your visit, but they are an important part of the medical team.Another example of a name you may not recognize on your bill is the supervising staff doctor's name. While you might see a specific care provider during your visit, it is the supervising staff doctor's name that appears on your bill.
Q: Why am I receiving a bill for services conducted in Lebanon, when I was seen elsewhere?
A: There are different types of services, such as reading lab tests or X-rays, that are performed by DHMC in Lebanon. The bills you receive are for those services requested by the doctor you saw at another site.
Q: Why am I being billed when I have insurance?
A: Many insurance companies have amounts which the patient must pay. These are called deductible, co-pay or co-insurance payments. If your insurance plan requires you to pay a deductible or co-insurance, the balance will be billed to you. If you have a question about why your insurance company did not pay part of a claim, you should call your health insurance company directly.
You may also receive a bill if your insurance company does not process our claims by their due date. If you receive a statement that does not show insurance processing, you should contact your insurance company to determine the reason for delay.
Q: If my insurance company has a co-payment requirement, can I wait for MHMH or DHC to bill me after my insurance processes?
A: DHMC 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: When is payment of my bill expected?
A: With the exception of co-payment amounts, MHMH and DHC both expect full payment within 30 days of the billing date shown on your statement.
Q: What if I cannot pay my bill in full within 30 days?
A: You should contact Customer Service to talk about a payment plan.
Q: If I can't afford to pay the bill I receive, are there any options?
A: DHMC is a charitable organization and has a Financial Assistance Policy. Your inability to pay for care should not prevent you from receiving medically necessary services. To learn more about our Financial Assistance Program, you can call (800) 368-4783.
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:
- Contract agreements between MHMH or DHC with your insurance company, or
- The requirements as defined by your insurance or employer group plan.
In many cases, MHMH or DHC staff will 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: In setting service charges, Dartmouth-Hitchcock Medical Center considers the following:
- Information provided by the Centers for Medicare and Medicaid Services (CMS)
- Contracted insurance company charge schedules
- Doctor's input on how much time and which services were provided
- Cost to provide equipment, medications and facilities
Charges are usually revised on an annual basis. These changes are made at the beginning of our fiscal year, which is October 1st. However, as technology and resource needs change, we may have to update our charges at other times during the fiscal year.
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.
Q: What is an average charge?
A: Charges can vary for the same type of service based on individual patient needs. The average charge listed is the mid-range charge for patients receiving the same care and treatment.
Q: If I have additional questions regarding my bill, who can I call or email?
A: Please contact our Customer Service Department.
Phone: (800) 368-4783 or (603) 653-1047 Email: Patient.Accounts@hitchcock.org Hours: Monday-Thursday, 8am - 8pm
Friday, 8am - 5pm
Saturday, 9am- 12pm
