Patient Billing Survey

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Electronic Bill Pay is here !

Patients are now able to view their statements and have the option to pay their MGPO bills using a convenient on-line service 24 hours a day.
Click here to enroll »

FREQUENTLY ASKED QUESTIONS (FAQ)

  1. What is the MGPO Customer Service department’s contact information?
  2. What are the MGPO Customer Service hours of operation?
  3. Why did I receive a bill from MGH and the MGPO?
  4. Why did I receive a bill from a physician whom I did not see?
  5. When will I receive a bill?
  6. Can I pay my bill with a credit card?
  7. How can I pay my bill?
  8. Can I request an itemized statement of all of my bills?
  9. What if I cannot pay my entire bill?
  10. Whom do I contact if I do not have insurance?
  11. Why didn’t my insurance pay for my service?
  12. What if my insurance information has changed?
  13. What if my address has changed?
  14. If I updated my insurance information, do I have to call my insurance company to pay my bill?
  15. Do I have to submit my bill to my secondary insurance?
  16. What is an Explanation of Benefits (EOB)?
  17. What is a co-payment?
  18. What is a deductible?
  19. What is a coinsurance?
  20. What is a contractual adjustment?
  21. What is a referral?
  22. What is an authorization?
  23. Why am I being charged a co-payment for services during my annual check up?
    My insurance plan doesn’t require a co-payment for annual visits.
  1. What is the MGPO Customer Service department’s contact information?

    - Massachusetts General Physicians Organization: 617-726-2040
    - North Shore Physicians Group: 866-669-2772
    - Newton-Wellesley Ambulatory Services: 617-726-6660
    Email address for all three billing entities: PBOCustomerService@partners.org

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  3. What are the MGPO Customer Service hours of operation?

    Telephone: 8:00 am – 4:30 pm EST
    Email: PBOCustomerService@partners.org - 24 hours a day; a representative will respond during business hours

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  5. Why did I receive a bill from MGH and the MGPO?

    - MGPO bills for physician appointments and other expenses related to providers, as well as ancillary departments (e.g., Radiology, Pathology, Anesthesia, etc.), if applicable
    - Bills from the MGPO must be paid separately
    - MGH bills for hospital-based procedures and hospital stays include room rate, medical supplies, medication, and services performed by hospital personnel
    - Bills from the MGH must be paid separately

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  7. Why did I receive a bill from a physician whom I did not see?

    - Some visits also have charges for ancillary departments (e.g., Radiology, Pathology, Anesthesia, etc.); please check to see if your bill includes an ancillary charge
    - If you still believe that you received a bill in error, please contact the MGPO Customer Service department

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  9. When will I receive a bill?

    - Patients are billed as soon as possible after their provider’s appointment or hospital stay
    - Typically, bills are not sent until all insurance claims have been processed
    - Patients without insurance receive bills directly
    - The average time to receive a bill is three to four weeks after the appointment
    - Once a bill is received, patients are given 20 to 30 days to pay their bills in full; the due date will be noted on your bill

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  11. Can I pay my bill with a credit card?

    - Yes, the MGPO accepts Visa, MasterCard, Discover, American Express, Electronic checks
    - Electronic Bill Pay (eBill).Enroll online at https://www.patientgateway.org to create a Patient Gateway account.


  12. - Please call the MGPO Customer Service department to process your credit card via the telephone.

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  13. How can I pay my bill?

    -Visa, MasterCard, Discover or American Express via Electronic Bill Pay (eBill)
    - Visa, MasterCard, Discover or American Express via the telephone
    - Personal checks by mail or online
    - Money orders by mail
    - National and international electronic transfers

    Payment address:
    MGPO
    PO Box 3864
    Boston, MA 02241

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  15. Can I request an itemized statement of all of my bills?

    - Yes, please contact the MGPO Customer Service department or click here to request a statement online

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  17. What if I cannot pay my entire bill?

    - Please contact the MGPO Customer Service department and they will be happy to arrange a budget plan for you

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  19. Whom do I contact if I do not have insurance?

    - The MGH offers several programs for patients who are underinsured or who do not have insurance coverage

    - Patient Financial Services provides counselors who can assist patients with applying for state-funded programs such as MassHealth and Free Care Programs; counselors who specialize with outpatients, inpatients, and emergency room visits also are available

    - Patient Financial Services has two locations on the main campus, in the Outpatient Registration Department and on the ground floor of the Wang Ambulatory Care Center

    - To contact Patient Financial Services via telephone, call 617-726-2171

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  21. Why didn’t my insurance pay for my services?

    - Your insurance carrier will forward an explanation of benefits (EOB) for your review; the form explains the payment or denial reason for the services rendered

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  23. What if my insurance information has changed?

    - Please contact the MGPO Customer Service department and they will be happy to update your insurance information for you

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  25. What if my address has changed?

    - Please contact the MGPO Customer Service department and they will be happy to update your address information for you

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  27. If I updated my insurance information, do I have to call my insurance company to pay my bill?

    - If you updated your insurance information with the MGPO Customer Service department, we will re-submit your bill to your updated insurance company to request payment

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  29. Do I have to submit my bill to my secondary insurance?

    - If we have all of your insurance information, we will bill your secondary insurance on your behalf

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  31. What is an Explanation of Benefits (EOB)?

    - Your insurance carrier will forward an Explanation of Benefits (EOB) for your review; the form explains the payment or denial reason for the services rendered

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  33. What is a co-payment?

    - A fixed dollar amount that the insured person with a managed care plan must pay toward the cost of his/her health-related service

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  35. What is a deductible?

    - A fixed dollar amount per year that the insured person must pay toward the cost of his/her health-related services before the insurer pays for the services

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  37. What is a coinsurance?

    - The dollar amount (usually a percentage) that the insured person must pay toward the cost of his/her health-related service after the deductible has been met

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  39. What is a contractual adjustment?

    - The MGPO Professional Billing Office (PBO) negotiates specific contractual agreements with different payers/insurance carriers for accepted payment amounts per procedure: the allowable

    - The contractual adjustment is the difference between the charge and the allowable

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  41. What is a referral?

    - The approval obtained from a patient’s insurance company for an outpatient visit to a specialty provider
    - Administrative referrals require minimal clinical information (i.e., diagnosis) and clinician involvement for the approval process

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  43. What is an authorization?

    - The authorization obtained from a patient’s insurance company, prior to delivery of the service, for a specific ambulatory clinical service (e.g., IVF, MRI)

    - Ambulatory clinical authorizations require interaction between a clinician and insurance representative to share detailed clinical information related to the request

    - Information may include diagnosis, dates of service, care plans, testing results, and patient personal history

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  45. Why am I being charged a co-payment for services during my annual check up? My insurance plan doesn’t require a co-payment for annual visits.

    - When you are scheduled for your yearly physical there is no co-payment, however, if the provider addresses additional health issues that you may have, an additional visit code might be billed and your insurance may apply a co-payment to this part of the visit. The secretaries do not know at the time of check in what services will be provided during your actual visit, as this is between you and your provider. If there is a co-payment you will be billed. If you have any questions regarding a bill of this type please contact your insurance company for further details, as it is the insurance companies' discretion as to what is applied as patient responsibility, such as a co-payment

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