Billing FAQs

We know most medical costs are unexpected, and understanding your medical bills can be complicated. The White River Health (WRH) financial team wants to help you meet your treatment needs. Our billing specialists and financial advocates are available to help answer your questions.

Can I pay my bill online?

Yes, our online payment service enables you to pay patient bills quickly, securely and conveniently. You can pay all or part of your bill online. There are no fees associated to paying your bill online or on the phone. We accept: Cash, Check, Debit, HSA/FSA, and most major Credit Cards.

Pay My Bill

When using our online bill pay system:

• Enter your name exactly as it appears on your bill
• When entering your account number, enter exactly as it appears on your bill – this is located at the top right corner of the bill. See Reading Your Bill below.
  
• When entering your Zip Code – enter the 5-digit zip code
  

Are there other methods to pay my bill?

Yes, if you are unable to make an online payment, you are welcome to use traditional bill payment options via phone or mailing payment to:

White River Health

PO Box 2197
Batesville, AR 72503
Office Hours: Monday - Friday, 8:00 am – 4:30 pm
Phone: (870) 262-3115 or (877) 235-9091

Explanation of Charges

We will gladly work with all our patients for a better understanding of their WRH bill. Please contact us at (870) 262-3115 or (877) 235-9091 for an explanation.

We are also here to provide support and financial assistance if you are having trouble paying your bill. Please call (870) 262-1253 for help. We also offer the options of monthly payment plans and applying for financial assistance based upon family size and income.

COVID-19 Test Information

Updated April 2020

CPT Code 87635/G2023

Cash Price: $79.60

Charges for Hospital Services

To help patients prepare for medical expenses, White River Health has provided a link to hospital services and applicable standard charges. The charges for your hospital stay and your out-of-pocket costs depend on many factors including, your individual care needs, insurance coverage, deductibles, and co-insurance amounts.

The charges listed do not include professional fees charged by physicians and other health professionals such as the anesthesiologist, emergency room physician, hospitalist, pathologist, and/or radiologist who may provide consultation and care.

White River Health Patient Financial Advocates are available to assist you in understanding your hospital bill.  Additionally, White River Health has financial assistance available for those who qualify.  To obtain an estimate of charges and your financial responsibility for an upcoming hospital stay or outpatient procedure, please call 870-262-2929 Monday through Friday from 8 am to 4:30 pm. with your insurance information.  Standard hospital charges are published in accordance with regulations established by the Center for Medicare and Medicaid Services and are subject to change without notice.

Cost of Care

Standard Charges

We know most medical costs are unexpected, and understanding your medical bills can be complicated. The White River Health (WRH) financial team wants to help you meet your needs. Our billing specialists and financial advocates are available to help answer your questions.

What should I do first?

If paying your bill creates a financial burden or you believe the cost of your healthcare will be a financial burden, it is very important to let us know so we can help.

Financial Counselors

White River Health
(870) 262-1118

What is Financial Assistance?

If approved, Financial Assistance reduces your WRH bill. Your financial assistance is only applicable for services received at WRH facilities and by WRH providers. How much it is reduced is based on established guidelines that include income level, medical condition, and other indicators of inability to pay. If you think you might qualify for assistance, we encourage you to contact us and apply.

You may be eligible for:

• Medicaid
• Drug Financial Assistance through various Foundations
• Payment Plans
• Financial Assistance

Who Qualifies for Financial Assistance?

Financial Assistance is available for patients with limited incomes and who are uninsured or underinsured.

Patients may be eligible to receive financial assistance for non-emergency, medically necessary services at WRH if they meet the income limits.

If your income is equal to or less than 150% of the current Federal Poverty Guidelines and you meet the Financial Assistance Guidelines, you may be eligible for care at no cost to you. If your income is greater than 150% but not greater than 300% and you meet the Financial Assistance Guidelines, then you may be eligible for care at a reduced cost to you.

What are the income limits for Financial Assistance?

What if I do not meet the income limits for Financial Assistance?

If you cannot pay your bill, payment plans may be arranged with White River Health. Please contact us at 870-262-3115 or 877-235-9091 speak with a Billing Department representative.

What do I need to apply for Financial Assistance?

Please bring one item of required documentation from each category.

Return the above documentation to the Financial Office:

White River Medical Center

PO Box 2197
Batesville, AR 72503

Fax: (870) 262-6547

Stone County Medical Center

PO Box 510
Mountain View, AR 72560

Fax: (870) 269-6593

What is the Average Out-of-Pocket Cost for someone without insurance?

Costs will vary depending on the healthcare service rendered and the setting in which the care is delivered.

You may call us at (870) 262-2929 for an estimate.

Can someone explain the Financial Assistance Program and help me apply?

• Yes, free confidential help is available. Call our Financial Advocates at (870) 262-1253. You can also visit the Financial Counselors at White River Medical Center located on the 1st floor in the west entrance, Monday through Friday 8:00 am to 4:30pm or at Stone County Medical Center on the 1st floor in the main entrance, Monday through Friday 8:00am to 4:30pm.
• If you do not speak English, translation services are available with an appointment.

The Financial Counselor can tell you if you qualify for free or low-cost insurance such as Medicaid. If the Financial Advocate finds that you do not qualify for low-cost insurance, they will help you apply for Financial Assistance to reduce your bill. The Financial Counselor will help you complete all the forms and tell you which documents you need to bring.

Patients Resources

Financial Assistance PolicyFinancial Assistance Application

Financial Assistance Plain Language Summary

Eligibility Requirements and Assistance Offered

Eligibility for financial assistance is based on multiple factors, including the nature of the condition and care required, insurance coverage or other sources of payment (including personal injury claims), income (Federal Poverty Level guidelines used to determine the amount of financial assistance offered), family size, assets, and any special consideration the patient or physician would like to have considered.

Financial assistance is offered to patients who are uninsured and under-insured. Partial or full financial assistance will be granted based on a patient’s ability to pay the billed charges.

Patients must fully comply with the application process, including submitting tax returns, bank statements and pay stubs, as well as completing the application process for all available sources of assistance, including Medicaid or Medical Assistance.

How to Apply for Assistance

The patient or any person involved in the care of the patient, including a family member or provider, can express financial concerns at any point during the patient’s care. The patient or responsible party will then be encouraged to complete a financial assistance application.

Financial assistance is limited to medical care provided at White River Health, Inc. facility locations and by White River Health, Inc. medical personnel. Expenses such as travel, food, lodging, durable medical equipment, and prescriptions are not covered under the Financial Assistance Policy. White River Health, Inc. will uphold the confidentiality and dignity of each patient, and any information submitted for consideration of financial assistance will be treated as protected health information under the Health Insurance Portability and Accountability Act (HIPAA).

Questions about Applying for Assistance

Should you have questions about applying for financial assistance please do not hesitate to ask any Patient Access Specialist, Financial Counselor or contact White River Health Business Office at (870) 262-1253.

No More Than Amount Generally Billed (AGB)

A patient determined to be eligible for financial assistance may not be charged more than amounts generally billed for emergency or other medically necessary care to patients who have insurance for such care.

If English is Not Your First Language

Translated versions of the application form, financial assistance policy, and this summary, are available upon request.

Financial Assistance Policy

Revised: 12.01.2021

Effective: 08.01.2020

POLICY & PROCEDURES

Policy

Under these principles, the Board of Directors of White River Health (WRH) is committed to the provision of financial assistance to patients who need care, have selected WRH for such care, and a determination has been made that the facility is the most appropriate facility for rendering such care of service and there is no other more suitable facility or program available to such patient where compensated care could be rendered. WRH follows federal guidelines in making reasonable efforts to determine a patient's eligibility for financial assistance and utilizes federal poverty guidelines to inform financial assistance determinations.

It is necessary to adhere to an open door philosophy of furnishing adequate diagnostic and therapeutic services for emergencies to avoid claims of improper rejection, inappropriate transfers, or lack of recognition of cases requiring immediate attention in the emergency room. WRH conforms with existing Emergency Medical Treatment and Active Labor Act (EMTALA) laws and provides treatment for emergency medical conditions. Further, this policy prohibits WRH form engaging in actions that discourage treatment for emergency medical conditions or by permitting debt collection activities that interfere with the provision of emergency medical care.

Purpose

White River Health is a not for profit, tax-exempt entity with a mission to provide a safe, efficient delivery of quality healthcare and to improve the health of our communities through education and outreach. WRH is dedicated to a mission of public financial assistance through providing care for members of our society who benefit from our services without regard to race, sex, creed, national origin, or station in economic or social life. We are committed to making available, in such ways as to preserve human dignity and worth, the full resources of the health system to those persons unable to pay. At the same time, WRH must operate our facilities in the most efficient and economical manner possible to assure a strong future financial position necessary for the replacement and expansion of facilities, payment of our debts, establishment of adequate reserves for emergencies, the provision of future technological developments, and needed medical services.

Procedures

The following guidelines will be followed in providing financial assistance:

• Uncompensated Services
• Reduced Compensated Services
  
• Discount Services
  

Each request for financial assistance will be evaluated on its own merits utilizing established patient accounts procedures based on this policy. Evaluation of the need for a particular patient will likely include such factors as:

• Income, assets, and liabilities
• The medical condition of the patient
  
• The potential for long term medical care
  
• Availability of other forms of reimbursement whether insurance, social programs, or other financial resources
  
• The suitability of the facility for the patient's particular needs and whether a more appropriate facility is available at which some form of payment would be available
  

Requests for financial assistance may come from doctor's offices or community-minded interested party. Each requester will be required to fill out the WRH financial assistant application unless the requesting party can show that a like form has been completed for the applicant.

All patients should be offered a financial assistance application at the time of registration and/or discharge from our facility upon request. If this evaluation is not conducted until after the patient leaves the facility, or in case of outpatients or emergency patients, a Financial Counselor will mail a financial assistance application to the patient for completion. In addition, the hospital will provide information regarding how to obtain a Plain Language Summary of the financial assistance policy to the patient within the first 120 days following the first billing statement. 

Uninsured patients and patients who qualify for financial assistance will not be charged for emergency or other medically necessary care at rates higher than the amounts generally billed (AGB) to third-party payers. The use of gross charges to such patients is prohibited. For purposes of this policy, WRHS uses the look back method to determine the AGB. The current AGB discount of 60% applies at White River Medical Center and Stone County Medical Center as of August 1, 2020 (08/01/2020).

Uncompensated/reduced compensation services will be limited to those patients whose family income is below 300% of the national poverty guidelines. The prevailing national poverty guidelines will be the basis for determining eligibility and can be requested in writing, free of charge from the hospital.

Uncollectable accounts, accounts that were not reviewed by financial counselors at the time of service, and/or questionable collectible amounts may qualify for financial assistance during the collection process if they met the above criteria.

In the following situations (known as presumptive financial assistance), a patient is deemed to be eligible for 100% reduction of charges

• If patient is currently eligible for full Medicaid benefits, but was not eligible on a prior date of service. The facility will apply our financial assistance policy retroactively.
• If patient states (s)he is homeless and WRHS, through our own diligence, does not find any evidence of the contrary.
  
• If patient is mentally or physically incapacitated and has no one to act on his/her behalf. 
  
• If patient is currently a resident of a nursing home facility and the facility is able to provide on a letterhead stating patient is a resident on a fixed income with a provided Medicaid number.
  

In the event of a patient's death, the family of the deceased patient will be eligible for our Presumptive Charity discount by presenting a copy of the patient's death certificate. Once collection efforts have been met, the remaining balance will qualify for Presumptive Charity.

WRH will provide any member of the public or state governmental entity a copy of our financial assistance policy and application upon request, free of charge. The policy can be requested by calling WRH Patient Financial Counseling Office at 870-262-1118 or by mail at 1710 Harrison Street, Batesville, AR 72501. The policy is also available online at www.whiteriverhealth.org, at all points of the registration within the facility, and also provided via mail to any requester, free of charge. A plain language summary of the policy is available in these locations as well. Notices of this Financial Assistance Policy will also be included on billing statements.

This Financial Assistance Policy applies only to WRH hospital charges and does not include charges that are not billed via White River Medical Center (WRMC). This policy only applies to emergency and medically necessary services and may not apply to elective procedures. See attached list of providers covered by our policy. 

All approved financial assistance at White River Medical Center and/or Stone County Medical Center will be valid for six(6) months from the date patient or representative submits application to assist with the expense of upcoming care: unless, patient's source of income is Social Security, financial assistance will be valid for 12 months. All approved financial assistance will apply retroactively.  

This policy will be applied equally to all patients regardless of payer source. Applications that do not meet the criteria set forth in our policy may, in extraordinary circumstances, be approved by the Chief Financial Officer. 

ADMINISTRATION OF FINANCIAL ASSISTANCE POLICY

Policy

WRH provides uncompensated, reduced compensation, or discount services to all eligible persons unable to pay.

Eligibility for uncompensated services is limited to persons whose verifiable family income is equal to or less than 150% of the current poverty income guidelines as established by the Department of Health and Human Services.

Eligibility for reduced compensation services is limited to persons whose verifiable family income is greater than 150% of the current poverty income guidelines but not greater than 300% of the current poverty income guidelines as established by the Department of Health and Human Services.

Accounts that have been placed with a third party collection agency are eligible for benefits provided requiring they meet appropriate set guidelines. If approved, the account will remain with the collection agency but will receive the approved financial assistance reduction. All accounts place with a third party collection agency are eligible for a 35% settlement discount, upon request via patient or representative, if paid in full. 

Acceptable household income verification for our Financial Assistance Application may include:

• Most recent federal income tax return
• Most recent three(3) pay stubs
  
• Most recent W-2 or 1099
  
• Work history report from the Social Security Office
  
• Social Security award letter
  
• Pension or retirement statement
  
• Child support
  

White River Health reserves the right to pursue collections activity on unpaid balance if the patient or representative does not meet the agreed upon schedule.

White River Health sends account statements to patients on a monthly cycle. The first statement is sent to the patient 30 days after discharge or 30 days after insurance is completely processed. If no payment is received, a second statement is issued 30 days after the first statement. If no payment is received, a final notice is mailed to the patient stating the payment must be received within 30 days of notice to prevent assignment to a third party collection agency. Accounts with no payment within 30 days of final notice are reviewed by the WRH Patient Financial Services office to ensure all reasonable efforts to determine eligibility for financial assistance have been met prior to assigning to a collection agency. WRH will make reasonable efforts to orally notify the patient about our Financial Assistance Policy and how they may obtain assistance with the process before the account is placed with a third party collection agency. Any collection agency utilized by WRH will agree to refrain from abusive collection practices. Reasonable efforts include notifying individuals of this Financial Assistance Policy upon admission/discharge, and in written or oral communications with the individual concerning his or her bill. Extraordinary collection efforts include filing lawsuits, placings liens on residences, reporting adverse information to consumer credit reporting agencies or credit bureaus, writ of civil action, and other similar activities.

Purpose

To ensure that requests for uncompensated service, reduced compensation services, and discount services are handled consistently, accurately, and timely.

Responsibility

WRH Revenue Cycle Director

WRH Patient Financial Services Associates

Procedure

Process Steps:

• Patient or representative requests financial assistance
• Patient is screened on-site for Medicaid eligibility if uninsured at the time of service.
• Patient or representative completes application. If the applicant is unable to provide the required financial information, (s)he may call the Patient Financial Services office to discuss other evidence that may be provided to demonstrate eligibility.
• Patient Financial Services reviews application for completeness no longer than 15 days of receipt. If the application is not properly completed, patient or representative is contacted for specific additional information required. If needed information is not provided, within 10 business days, the application is denied.
• Patient Financial Services reviews services provided to verify eligibility. If the service is covered by other third-party payers, the patient or representative is contacted and these avenues are pursued. If the question of extraordinary circumstances arises, the account is referred to appropriate management for determination of eligibility. Based upon management decision, the account is either returned for processing or denied. If denied, payment options are discussed with the patient or representative. See attached Payment Plan Guide (Exhibit 2.)
• Patient Financial Services reviews to determine if account is placed with a collection agency. If the account is being serviced by an agency, patient may obtain a financial assistance application and collection efforts will be temporarily suspended while determination is processed once the application is complete and returned in full by the patient or representative.
• Patient Financial Services compares family income to current Department of Health and Human Services poverty guidelines. If the family income is at or below 150%, the account is discounted 100% and notification is sent to the patient or representative. Determination of eligibility will be provided, generally, within 60 days.
• If the family income exceeds 150% of the Department of Health and Human Services poverty guidelines, Patient Financial Services compares family income to the reduced compensation schedule as outlined below in Exhibit 1. If the family income meets the requirements, the patient or representative is notified of acceptance, details of discount procedure is explained, payment plan is established, the account is discounted appropriately and notes detailing discount are placed on the patient’s account record.
• If the account is ineligible for reduced compensated benefits, the patient or representative is notified of denial. A payment plan with appropriate discount is established. See attached Payment Plan Guide (Exhibit 2.)
• All applications for financial assistance will be maintained for a period of 7 years.

Exhibit 1:

Adds $4,480 per family member exceeding 8.

Exhibit 2:

Services covered under the White River Health Financial Assistance Policy include White River Medical Center, Stone County Medical Center, professional fees provided in a hospital inpatient or outpatient setting by clinic provider, and all WRH owned clinics excluding our rural health clinics and primary care clinics. Approved financial assistance will be honored by all participating clinics (as listed below). It is patient’s responsibility to communicate approved financial assistance with the participating clinics as needed.

White River Health Neurology 

White River Health Oncology 

White River Health Pulmonology 

Stone County Medical ER

White River Health Orthopaedics, Hand Surgery, & Sports Medicine 

WRH Anesthesia

White River Health Behavioral Health 

WRH ER Physicians Group

White River Health Radiation Therapy

White River Health Cardiology 

WRMC Hospitalist Group

White River Health Orthopaedics & Sports Medicine 

White River Health Pain Management 

White River Health Physical Therapy 

White River Health Rheumatology 

White River Health Sleep Center 

White River Health Surgery Clinic 

White River Health Wound Care 

WRMC Wound Care Physicians

Politica De Asistencia Financiera – Resumen En Lenguaje Sencillo

Requisitos para Calificar y Asistencia Disponible

Para calificar a recibir la asistencia financiera se estudia varios factores, incluyendo la clase de su condición y la atención requerida, cubertura de seguro u otros fuentes de pago (incluso reclamos de indemnización por daños corporales), sus ingresos (el lineamiento que define lo que es el Nivel de Pobreza Federal será utilizado para determinar la cantidad de asistencia financiera brindada), tamaño de la familia, bienes, y cualquier tema en particular que el paciente o el médico solicita que se toma en cuenta. La asistencia financiera se podría otorgar a los pacientes quienes no tienen seguro de salud o tienen seguro limitado. Asistencia financiera parcial o completo se otorgaría dependiendo de la capacidad del paciente de poder pagar los cobros facturados.

El paciente deberá colaborar completamente con el trámite de la solicitud, incluyendo la presentación de sus declaraciones de impuestos, estado de cuentas bancarias y talones de pago, tanto como cumplir los trámites para solicitar asistencia de otras fuentes disponibles, entre ellas Medicaid o Asistencia Médica.

Como Solicitar Asistencia

El paciente u otra persona involucrada en el cuidado del paciente, incluyendo los parientes del paciente o un proveedor, puede expresarse preocupación financiera en cualquier momento durante el tratamiento del paciente. En aquel entonces, el paciente o la persona responsable por él será animado llenar una solicitud pidiendo asistencia financiera.

La asistencia financiera se limita a la atención médica brindada por los empleados de White River Health, Inc. únicamente en las instalaciones de White River Health, Inc. Los gastos como de viaje, comida, hospedaje, equipos médicos duraderos y medicina recetada no serán cubiertos por el Programa de Asistencia

Financiera. White River Health, Inc. protegerá la privacidad y dignidad de cada paciente, y toda información revelada para sostener la solicitud de asistencia financiera será tratada como información protocolizada según la ley HIPAA (Health Insurance Portability and Accountability Act).

Preguntas sobre Solicitando Asistencia

Si tiene usted preguntas sobre como solicitar asistencia financiera, favor de consultarse de inmediato con un Representante de Servicio al Paciente, un Asesor Financiero, o comunicarse con un funcionario de la oficina de Gestión de White River Health al (870) 262-1253.

Limites Sobre el Monto Cobrado (AGB)

Un paciente quien califica por la asistencia financiera no será cobrado más de los montos generalmente cobrados por servicios de emergencia u otros servicios médicos necesarios en comparación con el monto cobrado a los pacientes quienes tienen seguro de salud.

Por Si Ingles No Es Su Primer Idioma

Hay versiones traducidas a otros idiomas de: la solicitud, la política sobre asistencia financiera, y este resumen; todos los cuales están disponibles a petición.