Billing FAQs

Frequently Asked Questions

I got a bill from Fletcher Allen, but I've never been to your hospital or your doctors?

Fletcher Allen provides more than just physician and emergency services. Many doctors in our community send samples to our Laboratory and Pathology Departments for testing and analysis. If your hometown physician requested the assistance of a Fletcher Allen physician, you will be billed for the services performed on your behalf. In addition to those services, many of our doctors travel to other facilities to care for patients. You may be someplace other than Burlington and receive the services of a Fletcher Allen physician.

I can't pay the balance on the statement in full; what can I do?

Fletcher Allen understands that with a higher balance the patient may not be able to pay the amount in full. The patient should contact our Customer Service Department to establish budget arrangements. Without budget arrangements in place, the account may be referred to a collection agency. 

I can't afford to pay the minimum budget amount required by the Fletcher Allen Guidelines. How can I avoid collection agency activity?

Fletcher Allen has its own internal financial assistance program. It's our private program for our patients who want to pay, but for one reason or another, need help with the bill. Contact the Customer Service Department for details and an application. For more info click here.

My account has been placed with a Collection Agency; do I need to deal with them now?

Yes, once an account is placed with the collection agency, the agency is your reference point.  Fletcher Allen has contracted with the agency to deal with the delinquent accounts. The agency will not credit report the accounts as long as the patient addresses the delinquent account with the agency. Do not ignore collection accounts. Contact the agency immediately.

I received a check from my insurance company for services provided by Fletcher Allen; how do I make sure the check is credited to the correct date of service?

When a patient receives payment from their insurance company for services rendered at Fletcher Allen, the only way Fletcher Allen knows where to credit the payment is for the patient to send a copy of the insurance Explanation of Benefits along with the payment. Some patients simply endorse the back of the check and sign it over to Fletcher Allen. Other patients prefer to deposit the insurance check and send Fletcher Allen a check from their personal account.    Either way, the Explanation of Benefits must accompany the payment.

I was involved in an accident that wasn't my fault; isn't the homeowner's insurance or auto insurance responsible for paying my bills?  

Fletcher Allen does not become involved in any litigation regarding fault. We render health care and we bill you for it. We will bill your personal health insurance. We will send a bill to the alleged liable insurance as a courtesy to you. We do not, however, become involved in the suit. Fletcher Allen will help you establish a budget payment plan that will keep your credit history clean while you pursue liability with or without an attorney. 

Why do I have 2 bills for the same service?

In many cases services provided will have a facility charge and a professional charge. We bill our professional services separately from the hospital charges (for lab work, room charges, medicines, etc?). For example, if you come in to have an X-ray done, there will be a hospital charge to perform the X-ray and then a separate charge for the radiologist to read the X-ray.

Why do I have 2 account numbers for one patient?

We bill our Physician services separately from our Hospital charges. We use two different billing systems and payment processing systems, we use different account numbers to distinguish between the two accounts. Your personal Medical Record Number is the same throughout the health care delivery system. It is only in the billing arena that different numbers are used to accommodate the two different billing systems.

I required the services of a Fletcher Allen Anesthesiologist.  Why aren't those services represented on my regular Physician bill?

Fletcher Allen Health Care has engaged a nationally recognized anesthesia billing company to process the anesthesia charges. In addition to our separate billing of our Hospital charges and our Physician charges, the services of the Fletcher Allen Anesthesiologists are billed separately by this company. The telephone number to reach anesthesia billing is 1-888-554-4119. 

Why wasn't my last payment reflected on this statement?

When a payment clears the account in full, there is no subsequent billing of a zero balance statement. When a payment pays the account in part, the partial payment will be reflected on the next monthly statement. If a payment is received after the statement due date, it will not show on the next statement. Only those payments received before the due date are printed on the statement. Contact Customer Service with questions. 

Can I make one payment for my entire family?

The Hospital Billing System has the ability to combine family members onto one statement.  Contact Customer Service to arrange this consolidated family billing of your hospital balances.  However, the Physician Billing System does not have the capability to combine charges.  Physician charges must be made separately for each patient

Why am I sending my payments for Fletcher Allen to a Brattleboro address?

Fletcher Allen Health Care uses the services of Chittenden Bank to accept and automatically post payments to our self-pay accounts. The Bank has instructed us to use the central office in Brattleboro for all self-pay payments.

Why does my bill say "insurance rejected?"

Your insurance has denied payment of the claim. You should have received an explanation from your insurance regarding why the service was not paid. If you did not receive an explanation from them or if you have questions about the explanation, contact the insurance company for the details. Fletcher Allen Health Care receives the denial and posts it against your service. The reason for the denial comes from the insurance, not from Fletcher Allen.

My insurance company denied payment of my services stating "no referral."  What can I do?

Contact the insurance to verify the denial reason and to ask if you are allowed to obtain a referral even after the service is rendered. If you are not allowed to obtain a late referral, you will need to pay the full balance. If you are allowed to obtain a late referral, contact your physician and request a referral. After you receive the referral numbers, call Customer Service at FAHC and we will have the claim resubmitted to your insurance with the referral numbers on the claim. Authorization and referral numbers are the responsibility of the patient and should have been clearly explained to you in the literature from your insurance company.