Frequently Asked Questions
Billing and Insurance
Payment
Financial Aid
How to get a copy of your medical records
Contact Customer Service
How much will I have to pay for my hospitalization or clinic visits?
Most insurance plans, HMO’s, Medicare, and other programs require the patient to pay some portion of the cost of the care they receive. If you are a member of any of these programs you will be responsible only for charges not covered under your program plus any co-payments or deductible amounts.
If you have coverage under an HMO, the co-payment required is indicated on your insurance card. If you have Medicare, private insurance, or participate in another healthcare program, the amount will vary depending upon your specific plan. We normally do not know what portion of the cost you will be required to pay until after we send a bill for services to your plan. When possible, we suggest patients contact their insurance provider or a representative from their healthcare plan ahead of time if they want to know what their portion of the healthcare service costs will be.
If you are pre-scheduled for a test or procedure and do not have insurance, you may be asked to pay all or a portion of the expected charges prior to the procedure.
The Minnesota Hospital Association has a form that allows you to check the pricing of medical services at various Minnesota hospital and clinics. You can visit the site to see how Mille Lacs Health System services compares to other facilities in terms of pricing. http://www.mnhospitalpricecheck.org/reports.aspx
TopWill Mille Lacs Health System file the insurance claim?
You are legally responsible for your bill at the time you receive services from Mille Lacs Health System. With your help, Mille Lacs Health System will complete the insurance claim form and send it to the insurance company for you. In order to properly complete the insurance claim, we need your help in collecting the information required by your insurance company. The information is gathered from the insurance card you are given by your plan and the registration form that you complete. You should bring your insurance card to every visit and carefully complete the registration form.
If I have coverage under more than one healthcare plan will you bill them both?
If you have given us information for all of the plans under which you have healthcare coverage we bill each of them accordingly. To insure that your providers are billed, please inform the receptionist when you register that you have more than one type of health coverage.
Do I need to bring my insurance card and a picture ID with me?
Yes. The information on your insurance card is needed for Mille Lacs Health System to file a claim with your insurance company or companies. When you check in we will ask you for information about your insurance coverage and have you sign a few forms. This process moves much faster when you bring your insurance information with you. Even if you have presented your insurance card before, we want to compare the card with what has been entered into the computer system to ensure that it was entered correctly and has not changed. We will also take a copy of your picture ID.
Do I have to pay my co-payment when I register?
Yes. The receptionist will ask for your co-payment when you register. Mille Lacs Health System is required by contract and government regulation to collect the co-payment prior to the visit. The amount varies depending upon the HMO coverage that you have and the type of service you receive. Your co-payment amount is shown on your insurance card. If for financial reasons you cannot afford to pay the co-payment, there are a number of programs available to assist you. When you register simply ask to speak to a patient care service representative to assist you.
When will I receive a bill?
You will receive a bill for the services you received at Mille Lacs Health System after we have filed a claim with your insurance provider or healthcare plan and that claim has been processed. The length of time it takes insurance providers and healthcare plans to process a claim varies greatly and in some cases can be quite long. If your insurance company does not pay in full, you will receive a statement notifying you of your balance.
Why did I receive more than one bill?
Medicare and most insurance companies require that different types of services, including clinic, hospital, homecare, chiropractic and nursing homecare services, be billed separately. Services such as x-rays and most laboratory services are billed by our hospital and not our clinics so if you have a clinic visit that includes x-ray or laboratory services you will receive two separate bills. One from the hospital and done from the clinic.
Also, if you receive care in our hospital or long-term care facility, you will receive a bill for your stay and services but not for your physician’s services. His or her services will be billed separately. As a convenience to our patients, we have a number of physician specialists who come to Onamia from St. Cloud, Brainerd, and other cities to provide health care at Mille Lacs Health System. If you receive care from one of these specialists you will receive a separate bill directly from the office of that specialist.
Can I get a bill that itemizes the services I received?
Yes. If you would like to receive an itemized bill that details all services and charges for those services, you can request one by calling one of our patient service specialists. Since most insurance carriers no longer require itemized bills, we have discontinued routinely providing this information.
What are my payment options?
Balances can be paid by check or money order. We also accept MasterCard, Visa, or Discover Cards. You can pay with your credit card by mail or by phone at 320-532-2640 or 320-532-2649.
What if I’m unable to pay my balance in full?
If you are unable to make payment in full you will need to contact a Patient Account Representative at 320-532-3154 to discuss payment plan options, or to see if you qualify for one of our assistance programs. We make every effort to work with you to resolve any unpaid balances. We follow the Minnesota Attorney General Contract for any past- due accounts. If payment in full has not been received or if you have failed to make an appropriate payment plans with us, your account will be referred to outside an collection agency.
What if I’m unable to pay for the care I need?
There are programs available to assist individuals and families with the cost of their healthcare based on their circumstances. Mille Lacs Health System has patient service representatives available to meet with you and explain the programs that may be available for you. These programs were created to ensure that everyone receives the medical services they need. You can schedule a confidential appointment calling 320-532-2649. For your convenience, you can also print and complete a Financial Aid Application prior to your visit.
How do I get copies of my medical records?
All requests for medical records are handled by the Health Information Management department. You must complete an "Authorization for Disclosure of Health Information" Form. To request a form call 320-532-2364 or stop by the hospital admissions desk and pick up a copy, or click here to download and print a copy from your computer.
How do I contact customer service?
The Mille Lacs Health System business office is located at the hospital in Onamia. A patient service representative is usually available Monday through Friday from 8:00 a.m. to 4:30 p.m. to help with any questions or concerns you may have. You can reach the Patient Accounts Office by calling 320-532-3154 or 877-535-3154.
