Ochsner Health is the leading nonprofit healthcare provider in the Gulf South. Ochsner inspires healthier lives and stronger communities through our mission to serve, heal, lead, educate and innovate.
Billing FAQs
Q: When should I expect to receive a bill?
A: Typically, claims are submitted to the insurance carriers daily and processed by the insurance carrier within 30 to 60 days. Once your claim has been processed by the insurance carrier, you'll receive a statement for any charges that you're responsible for. However, if your insurance carrier needs more information or rejects the initial claim, the billing might be delayed for an extra two to four months due to the appeal process.
Q: How will I be notified of my bill?
A: New MyOchsner patients are automatically enrolled into paperless billing. You will be notified of new bills through email and the MyOchsner mobile app. Make sure your email address and phone number are up to date, so that you will get the MyOchsner notifications about your bill.
To opt out of paperless billing:
- Log in to your MyOchsner account.
- From your menu, go to the billing summary page.
- Scroll to the bottom of the screen below the account boxes. You will see this statement: “If you would like to receive paper statements, you may cancel paperless billing.”
- Click/tap “cancel paperless billing” and confirm your selection.
The Customer Service team is available Monday–Friday, 7:30 a.m.–6 p.m.
- Phone: 504-842-4190
- Toll-free: 1-800-343-0269
- To contact us by email: billing@ochsner.org
Q: How do I know if Ochsner Health contracts with my health plan?
A: To receive full insurance benefits, some insurance companies require patients to receive services with "in-network" or "participating provider" hospitals and physicians. Some insurance requires that certain services be authorized or pre-certified before the patient receives them. Call your insurance company to check its requirements and to make sure Ochsner Health is in the network.
Q: What if my insurance company has no contractual agreement with Ochsner Health?
A: If you are a customer of a private insurance company that does not have a contractual agreement with Ochsner Health, you can still receive treatment at Ochsner. However, you may be financially responsible for a higher out-of-pocket cost and asked to make a deposit before receiving medical services at Ochsner. It is your responsibility to know what your insurance will and will not cover.
Q: Why can't I call about a statement if I am not the guarantor or the patient?
A: Due to federal privacy rules, we are only allowed to discuss account information with the guarantor or the patient.
Q: Does Ochsner Health follow up with my insurance company?
A: Yes, Ochsner follows up to help ensure timely claim processing. However, it's also recommended that you contact your insurance company to help avoid delays and ensure your claim is paid correctly.
Q: Does Ochsner Health send the necessary information and paperwork to insurance providers?
A: Yes, Ochsner sends required information to insurers, but sometimes additional details are needed from you — such as student status, accident or third party info, or coordination of benefits. Your insurer will request this if needed. Respond promptly to avoid delays or being billed for unpaid charges.
Q: Why are there names of physicians on my statement that I haven't seen?
A: Certain physicians help with your medical care even though you may not meet them. Commonly, these are the doctors who read your lab results, X-rays and EKGs, among others.
Q: What are the hours I can call regarding billing questions?
A: Ochsner's Patient Account Customer Service team is available Monday–Friday, 7:30 a.m.–6 p.m. If you have any questions about the service on your Ochsner Health statements or need additional assistance, please contact us at 504-842-4190 or toll-free at 1-800-343-0269.
Q: Does Ochsner Health offer payment plans?
A: Total payment is expected for the patient's portion of the bill at the time of service or discharge. We accept cash, checks, money orders and all major credit cards. If you are unable to pay the full balance, you may qualify for a monthly payment plan based on an approved schedule. You may contact customer service at 504-842-4190 or toll-free at 1-800-343-0269 to speak with a representative.
Q: How will I know how much I owe?
A: If you have insurance coverage, your insurance company will send you and Ochsner Health an Explanation of Benefits (EOB) showing what was paid, any non-covered or denied amounts, and what you owe. You may receive your EOB before Ochsner Health does. Compare it to your Ochsner Health statement and contact your insurer or Ochsner’s Customer Service if you have any questions.
Q: How often will I receive a statement?
A: Statements are issued monthly. You will receive a statement every month until all payments are made, either by the insurance company or the guarantor.
Q: What type of payments does Ochsner Health accept?
A: Ochsner Health accepts personal checks, debit cards, money orders and all major credit cards.
Q: How do I pay my bill?
A: You can pay your bill in several convenient ways:
- Online (no login required): Use our Pay as Guest option for a quick and easy payment at Pay as Guest.
- Through your MyOchsner account: Simply log in to your MyOchsner account to manage and pay your bills securely at MyOchsner Login.
- Automated phone system: Call us at 504-842-4190 or toll-free at 1-800-343-0269 to make a payment, set up a payment plan or ask questions about your bill.
- Mail: Mail in payment to the address located on the back of your statement. Ochsner Health accepts personal checks, debit cards, money orders and all major credit cards.
Q: How do I update my address/insurance information?
A: You can update your information by sending us an email at billing@ochsner.org. You can also contact our Customer Service department at 504-842-4190 or toll-free at 1-800-343-0269 and provide the information.
Q: Why was my last payment divided and applied to the bill in two separate places?
A: We post your payment to the oldest charges or oldest account first.
Q: Can Ochsner Health bill workers' compensation for my claim?
A: Yes, we normally can bill workers' compensation, but we need the following information: your Social Security number, the name of your employer, the date of injury, your worker's compensation claim number, and the name and address of the workers' compensation carrier.
Q: If I paid my bill and the insurance company paid the bill, will I receive a refund?
A: If the account was overpaid and after a thorough review it was determined that the amount belongs to you, you will receive a refund.
Q: When do I pay?
A: Payment is due at or before the time of service. Any remaining balance that you could be responsible for is due by the specified due date on your statement. Payments received after this date will not appear on your next statement and are considered past due.
Q: Why did I get multiple bills for the same procedure?
A: You may receive a statement for physician services and hospital services depending on where the procedure was performed.
Q: Why did my insurance company reject the claim or not pay the entire claim?
A: There are several possible reasons — your deductible may not be met, you may owe a co-pay or co-insurance, the service might not be covered by your plan, missing information, or coverage not in effect at the time of services, and many more. Check your insurance provided Explanation of Benefits (EOB) for details, and contact your insurance company if you have questions.
Q: Will you bill my insurance company?
A: Yes, we'll take care of billing your insurance company. If you didn't provide your insurance details during your visit, we kindly ask you to send an email to billing@ochsner.org. In this email, please include the following details:
- Your insurance company's name and address
- Your policy and group numbers
- The policyholder's name
- The policyholder's date of birth
- The policyholder's employer
These details are important for us to ensure accurate billing.
Q: Will you bill my secondary insurance company?
A: If you've supplied us with your secondary insurance details, we will submit a claim on your behalf. However, it's important for you to know that you'll need to send a copy of your primary insurance's Explanation of Benefits (EOB) to your secondary insurer. This step is crucial because your secondary insurer will only begin processing your claim once they receive the EOB.
Q: Can I request an itemized hospital bill?
A: You can request an itemized bill in the following ways:
- To request an itemized bill, simply log into your MyOchsner account at MyOchsner Login. From there, you can quickly and securely view and download a detailed breakdown of your services. For any questions about your bill, simply click on Connect with Ochsner and send a message to one of Customer Service team members.
- You can also call our Patient Accounts Customer Service team by dialing 504-842-4190 and selecting option 3.
Q: I have questions about Medicare. Do they have their own web site?
A: Yes, Medicare has a comprehensive web site. View more information on Medicare.
Q: What does Medicare not pay for?
A: Medicare does not pay for any procedure it considers routine or preventive. You will be required to pay for these services.
Q: What is an Advanced Beneficiary Notice (ABN)?
A: An Advanced Beneficiary Notice, also known as an ABN, is a document that your physicians, providers or suppliers may present to you before they provide a specific service or item. This notice serves several purposes:
- It informs you that Medicare is likely to reject the payment for the particular service or item in your situation.
- It provides the reasoning as to why your physician, provider or supplier anticipates that Medicare will deny the payment.
- It notifies you that should Medicare reject the payment, you will be personally accountable for settling the full payment.
Additionally, an ABN gives you the choice to decline the service or item if you do not agree with these terms. This approach ensures that you are well-informed about your potential financial obligations and can make decisions accordingly.
Q: Why does a single visit to a physician result in two charges?
A: When you make a single visit to your physician, you might notice two separate charges on your bill. The first charge covers the routine or preventive aspect of your visit; this could include regular check-ups or preventive screenings. The second charge is for addressing any specific health issues or problems you may have, which require additional time and resources from your physician. This is known as the "problem-oriented component." By understanding these charges, you can better manage your healthcare expenses and expectations.
Q: I am an uninsured patient. What am I required to do?
A: If you don't have health insurance, we ask you to provide an upfront payment, which is an estimate of the cost for your scheduled medical services. This system ensures that all financial responsibilities are taken care of in advance. However, if there's a need for more tests, further discussions with your physician or extended hospital stays, we might need to ask for additional payments. Should your initial deposit exceed the cost of the current service and result in extra funds, we will first apply this amount to any outstanding balances. If there's still a surplus after this, we will ensure that this money is returned to you promptly.
To make things simple and transparent, you can reach our central pricing office at either 504-703-2773 or 855-241-9351. Our team will be more than happy to provide you with a quote for the services you need, ensuring you're fully informed every step of the way.
Want a Billing Estimate Before Your Visit?
Create your own estimate for the most common services and procedures through the MyOchsner web portal or the MyOchsner mobile app.
