Patient Financial Services
Our Patient Financial Services staff are available to respond to billing questions by phone. You can request an itemized statement, pay your balance with a checking account or credit card, set up a payment plan, or provide additional insurance information that was not given at the time of service.
Call customer service at (716) 859-7200, Monday through Friday, 8:30 a.m. to 4:30 p.m. You may also pay your bill online at any time. All Kaleida Health sites accept Visa, MasterCard, American Express and Discover.
Understanding Your Bill
Co-payment
HMO plans generally set a fixed dollar amount for office, outpatient and emergency room visits, and sometimes inpatient stays, that you pay directly to the provider at the time of service.
Deductible
Traditional plans and Medicare set a fixed dollar amount, usually annual, that you must pay before the insurance carrier begins to pay.
Co-insurance
With traditional plans and Medicare, the carrier pays a percentage of the charge and the remaining balance is your responsibility.
It is our practice not to bill you until we have exhausted all means of obtaining payment from your health insurance carrier. If we receive a partial payment or a denial we believe is incorrect, we follow the carrier’s appeal process to dispute the decision, which can delay billing for your portion.
Information We Need From You
Have This Ready
-
Insurance Carrier Details
The name, address and phone number of your insurance carrier.
-
Subscriber Name
The name of the subscriber listed on the policy.
-
Identification Number
Your member ID, including any prefix or suffix.
-
Policy Effective Date
The date your coverage took effect.
It is very helpful to show your insurance identification card to the registration clerk each time you come in for services. You may ask to have the information read back to you to make sure your record is accurate.
Payments, Quotes and Assistance
Pay by Phone or Online
Pay securely online, or call customer service to pay over the phone if it is inconvenient to visit a cashier window in person. To request an itemized statement, call (716) 859-7200.
Self-Pay Quotes
If you are paying out of pocket without insurance, call the Self-Pay Quote line at (716) 859-8900 with the CPT codes for your services and a team member will respond within 48 hours. Your referring physician can provide the CPT codes.
If you do not have insurance and would like to speak with a financial counselor about your options, call (716) 859-8979 or visit the Financial Assistance Program. One of our facilitated enrollers can help you review the options available to you.
Insurance Plans We Accept
As a hospital system, Kaleida Health participates with most major insurance carriers. Carriers often offer several plans, and Kaleida Health may participate with only certain products. Hospital participation does not always match physician participation, so check with your physician’s office as well. To confirm your specific plan, call (716) 859-CARE or contact your insurance company directly.
Kaleida Health participates with carriers including Aetna, American Health Plan of Pennsylvania, Amerigroup, Beacon Health Strategies, Blue Cross Blue Shield of Western New York (Highmark), Centers Plan for Healthy Living, Cigna, Coventry, Empire Blue Cross Blue Shield, Fallon Health, Fidelis, Healthnet Federal (Tricare), Highmark (Pennsylvania), Humana, iCircle, Independent Health, KALOS Health, Lifetime Benefit Solutions, Magnacare, Martin’s Point Healthcare (Tricare), Medicare, Medicaid, Meritain, Molina HealthCare, Multiplan, MVP, Nascentia Health Options, NOVA, POMCO, United Healthcare, Univera Healthcare, UPMC, U.S. Department of Veterans Affairs, Wellcare and more.
Participation varies by product, and some plans participate only through a third party such as Magnacare, Multiplan, MVP or PHCS. This list reflects the most common plans. If you do not see your plan, or you have questions, please call (716) 859-CARE or contact your insurance company directly to confirm participation for your specific product.
It is possible for a hospital to participate with an insurance plan while a physician does not. Check with your physician’s office to confirm their participation, or contact your insurance company with any questions. See the Employed Physicians List (PDF) for details.
Questions About Your Bill?
Pay online any time, or call our customer service team Monday through Friday, 8:30 a.m. to 4:30 p.m. If you need help with coverage, our financial counselors are here for you.