Insurance and Billing

• Billing Inquiries – Single point of customer service.

  UTMB Health is also pleased to offer a single point of customer service to our patients for services provided at our facilities by UTMB providers, so that we may answer many of your billing questions with one phone number, instead of requiring separate phone calls to different billing offices for hospital/clinic fees and health care provider charges.

   You may contact our UTMB Health Customer Service Office at (800) 994-0363 or (409) 771-8811, or click to send email*

  In addition, when you check in at any of our clinics, our Patient Services Specialists will be able to discuss outstanding balances and conveniently assist you by collecting payments toward any balance due, helping you stay current with your health care financial responsibilities.

  * Please see information below regarding questions about fees from non-UTMB care providers.

• Care Management

  UTMB is an academic teaching facility, and as such, you may see a variety of care providers during your stay with us. Care managers are assigned to medical teams to address needs during your hospital stay. These needs may include ensuring that high-quality care is delivered in an efficient manner, proactively planning for your discharge early during your hospital stay, and identifying solutions to discharge barriers that could otherwise delay your return home.

  Care managers are available Monday–Friday, 8 a.m.–5 p.m. If you anticipate problems returning home after discharge, please contact (409) 772-1541 so your care manager can speak with you about your concerns.

• Charity Care and Financial Assistance Policy

  Current UTMB patients are eligible to apply for financial assistance related to services already provided at UTMB. Existing UTMB and non-UTMB patients may contact Financial Counseling at (409) 772-6464 to learn about the application process.

  Patients are not eligible for financial assistance if they a) have third party insurance (excluding patients with traditional Medicare); or b) if they are eligible for another third party program such as Medicaid, County Indigent Health Programs (CIHCP), etc; or c) are not Texas residents. Patients seeking treatment for certain elective, non-emergent procedures or outpatient services will be considered full pay patients, and payment in full will be expected at or before the time services are rendered.

  Qualified applicants whose income and calculated assets are below 200% of the levels indicated in the Federal Poverty Guidelines (found at http://aspe.hhs.gov/poverty/) will qualify for a 100% charity discount on any balances.  Qualified applicants whose income and calculated assets are equal to or greater than 200%−but below 400% of the Federal Poverty Guidelines − will qualify for a 75% charity discount on any balances.

  The Financial Counseling Office manages the process of vetting requests for assistance. An interview/screening process conducted by the office will determine if an individual is eligible to receive discounted medical services at UTMB.

  Self-pay patients (individuals who are personally responsible for their bills because they do not have third party coverage, and do not qualify for full or partial charity care discounts) with income levels equal to or greater than 400% of Federal Poverty Guidelines may qualify for discounts up to 40% for inpatient services and 50% for outpatient services received.

  • Details, forms and additional information on discounts and financial assistance are available from the Financial Counseling Office. [Get additional information and the Assistance Application Form]  [Información en Español]
• Hospital Costs and Charges

  If you are considering a hospital procedure and are interested in an estimate of the cost, or are comparing costs among different providers, the following page offers helpful information for you, including a definition of the hospital "chargemaster." Costs and charges information.

• Insurance Claims and Payment Policies

  All accounts are payable in full upon receipt of your statement. If you have commercial health insurance, your coverage will be verified and a claim will be filed on your behalf. Our billing departments will cooperate fully with you and your insurance company to expedite payment of your claim.  If you have assigned insurance benefits to UTMB, your insurance company has 60 days from the date the claim is filed to complete payment.

  In the event your insurance company fails to pay the claim after 60 days, it may be necessary for UTMB  to ask you to pay your hospital or physicians’ bills.

  Please remember that the patient or guarantor, not the insurance company, is responsible for the settlement of the account. Once your insurance payment has been received, any remaining balance is expected in full, within 30 days.

  If you cannot pay your patient balance in full, it may be possible to establish a payment plan. The term and payment amount is determined according to the amount owed. A customer service account specialist can assist you in establishing a payment plan. For more information, please call: 

  For payment plan information, please contact our Customer Service Office at (800) 994-0363 or (409) 771-8811 or email RCObilling.customerservice@utmb.edu

• Insurance Network Participation Notification
  It is policy at UTMB Health for our registration staff to provide a written disclosure to all patients receiving care as to whether the services requested/received are considered in-network or out-of-network. The guidance UTMB provides is based on the information provided by the patient at the time of service, and availability of the insurance company or other provider to confirm coverage details. Disclosures are provided in the Emergency Room, inpatient areas, day surgery units, ancillary areas, and clinics.
• Insurance Plans Accepted

  At UTMB Health, we serve patients with many types of insurance coverage, offered by many different companies and entities. UTMB and its providers accept most major health plans, which are outlined online. Remember to always check with your health insurance carrier regarding specific covered services. The list grows and changes frequently. If you don't see your insurance listed or if you have any questions, please contact us.

  • Visit our insurance information page.
  • Or, access a print friendly version of UTMB's insurance affiliates.
• Interest Applied to Billed Services
  At this time, per its current policy, UTMB Health does not apply interest charges to bills issued for its clinical services.
• Patient Complaints

  At UTMB Health, our goal is to care for you in a manner that consistently meets and exceeds your expectations. If we fall short of that goal, our Patient Services department is in place to provide a centralized and effective mechanism to investigate, address and hopefully resolve a given issue.

  You may contact the department by mail, phone or email:

  UTMB Health Department of Patient Services
  Route 0306
  Galveston, Texas 77555-0306
  (409) 772-4772
  patient.services@utmb.edu

• Payment options for Patients without MyChart Access

  If you would like to make a payment on your account (for services rendered after April 6, 2013) but are not a MyChart user, please call:

  UTMB Customer Service: (800) 994-0363 or (409) 771-8811.
  We accept the following forms of payment: 

• Policies regarding UTMB Health’s Discounting, Pricing and Billing Procedures

  In accordance with Senate Bill 1731 (“Healthcare Transparency”) and in addition to the information offered above, UTMB posts for its patients policies on billing and collection practices. If you don’t have access to the internet or would prefer a written copy, please call (800) 994-0363 or (409) 771-8811.

  Available documentation on policies and procedures include:

  • Discounting charges for uninsured patients [See policy]
• Requesting an Estimate

  UTMB Health is happy to provide estimates for its services, and typically  provides a response to requests in 2-3 business days. Get details and make a request.

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  myChart Patient Estimate Tool

  The myChart Patient Estimate is an online tool to assist patients with an estimate based on their insurance and benefit plan. This enables the patient to create an estimate without having to call RCO and satisfies the requirement for displaying 300 shoppable services for the price transparency rule.

  Click to use the myChart Patient Estimate Tool
• Requesting an Itemized Statement

  UTMB will mail you a monthly statement on each account on which you owe a balance. If you would like to receive a more detailed list of your hospital or professional charges, you may request an itemized statement. Our customer service account specialists can assist you via telephone, or you may submit a request for an itemized statement via email. Statements will be sent via US Mail to you at your address of record.

  For itemized bills and information, please call (800) 994-0363 or (409) 771-8811 or email RCObilling.customerservice@utmb.edu