For a detailed explanation of your statement:

• Download an Emory PHYSICIAN statement breakdown (PDF).

• Download an Emory HOSPITAL statement breakdown (PDF).

Billing FAQs

These are frequently asked questions for online bill pay for Emory Healthcare. The majority of these FAQs apply to both Emory Hospitals and The Emory Clinic. Patients occasionally ask questions that pertain to a specific hospital or clinic experience. Answers to these questions are provided in separate sections at the bottom of this page.

Emory Healthcare FAQ

Why do I receive multiple bills and statements? Why do some have the same date of service?

Patients typically will receive two bills for the same date of service. One bill is from Emory Clinic for professional services rendered by the physician. The second bill comes from the facility or hospital. The facility bill reflects charges for services, supplies and equipment provided during your visit or stay

Example: A patient who comes for a chest x-ray will be billed by Emory Clinic for the physician who reads the results/outcome of the x-ray. The hospital will bill for use of equipment and supplies associated with the service.

Can I have my Emory Clinic account combined with my hospital account?

It is not possible to combine Emory Clinic and Hospital accounts, even though we operate under the same Emory Healthcare umbrella. Physician and other professional charges billed by Emory Clinic are maintained on a different system from those used by the Hospitals. 

What services can I pay online?

Services provided by Emory physicians and Emory hospitals can be paid online. Providers that fall under Emory physicians include Emory Specialty Associates (ESA), Saint Joseph’s Medical Group (SJMG), Emory Medical Labs (EML) and the Ambulatory Surgery Center (ASC).

You can make payments for multiple hospital accounts that have a patient balance due. The account number ensures that the payment posts to the correct account.

What forms of payment are accepted by Emory Healthcare?

The Online Bill Pay system accepts credit and debit cards from VISA, MasterCard, Discover, American Express. Patients may also pay online using eCheck.

Is there any fee associated with paying my statement online?

No, there is no monthly charge of associated fees for using the Online Bill Pay option; however, if your bank account registers as having insufficient funds, your bank may impose a fee on the overdraft.

How do I sign up for Online Bill Pay

To sign up for a fast, secure and convenient way to pay your Emory physician bills online, please visit this page. You will have the option to create an account or utilize the EPay option to pay your balance. To sign up for online bill pay for Emory hospitals, click here.

Where can I get help viewing or paying my account online?

If you need assistance with the online web site or any matter regarding your Emory Healthcare account, please call customer service at:

Emory Clinic: 404-778-7310 or 800-511-4443
Emory Hospitals: 404-686-7041 or 800-827-7041

How long does it take for payments to appear on my account?

Transactions are posted within two working days of when payment is made. You’ll see them on your next scheduled statement if a balance remains on your account. 

Why don’t I receive a statement every month?

Emory Healthcare only sends statements when it is important for patients to know about activity on their account.

How will I know if my insurance company has paid my bill?

Your insurance company will likely send you a statement indicating what they have paid. You will see the amount posted online and on the hospital or clinic statement that follows payment.  

What if I disagree with what my insurance company paid on my account?

Insurance companies usually provide an explanation of benefits paid and charges not paid or covered. They also provide a customer service number to contact with questions about the reimbursement. 

Can I review statements and accounts from previous months?

Emory Hospital account information may be viewed online for 90 days after the account goes to zero balance. If you need information on earlier accounts, please contact the hospital business office.

Emory Clinic statements can be viewed for up to one year after your date of service. Simply click on the date of the statement you wish to view and it will load in the window. 

 

Who do I call to inquire further about my statement

To inquire further about your Emory physician statement, please call customer service number at:

Emory Clinic: 404-778-7310 or 800-511-4443
Emory Hospitals: 404-686-7041 or 800-827-7041 

Can I make monthly payments on my Emory Healthcare hospital or Clinic accounts?

Emory Healthcare’s customer service department will work with you to establish a mutually acceptable agreement to pay your balance. Please contact a representative at:

Emory Clinic: 404-778-7310 or 800-511-4443
Emory Hospitals: 404-686-7041 or 800-827-7041

What if I change my email address or other demographic information?

If you need assistance with the online web site or any matter regarding your Emory Healthcare account, please contact our patient account representatives at:

Emory Clinic: 404-778-7310 or 800-511-4443
Emory Hospitals: 404-686-7041 or 800-827-7041

What does each field on my Emory Healthcare statements represent

Please view the Emory physician statement  breakdown and Emory Hospitals statement breakdown to see  a detailed explanation of each of the fields on your clinic statement. 

How can I receive a copy of my medical record?

Emory Healthcare’s website provides instructions for requesting a copy of your hospital medical record, including a release form to complete. You'll find it here. To request a copy of a Clinic or doctor's office record, please contact your physician. 

How do I obtain an estimate of charges for procedures performed at Emory Healthcare?

Please use the link below to obtain an estimate of charges for procedures performed in the Emory Healthcare system. If you prefer, you may call us at 404-686-0260 or toll-free at 855-432-3080. http://www.emoryhealthcare.org/patient-guide/billing/cost-estimate.html


Where can I find Emory Healthcare’s charity policy

You can learn more about Emory’s Charity Policy here

How will my financial and personal information be protected?

Your personal information will be used to access your account. This information is stored in a secure environment. We do not sell your personal information to third parties who send unsolicited information.

We store your financial information in an encrypted format in our database that is secured from outside parties. Your financial account information will be partially masked (e.g., XXXXXX1234) whenever presented on our Web site. When we process your payment, we encrypt the financial information and transmit the data to the banking network through a secure connection.

Hospital Specific FAQ

Why do I have different account numbers for multiple visits to the same hospital?

Each episode of service represents a different visit to our facility.  Hospital account numbers have two parts.  The first part, up to nine digits, remains the same for every visit.  The last four digits differ to distinguish each visit.   If you have services at different Emory Healthcare hospitals, the first nine digits will be the same across all hospitals. 

Why does the name (or code number) of insurance listed on hospital statements differ from the name on my insurance identification card?

Our hospitals accept a large number of insurance plans and cannot list the name of each variation individually.  Insurance companies identify patients and pay claims based upon the ID number the hospital includes on the bill.  As long as the ID number is billed correctly, your insurance carrier will process and pay based on the terms of the plan that you have with them.  

Why I am I billed for self-administered drugs? I never have a bill after both my primary and secondary insurance have paid. I only took the drugs given to me at the hospital.

“Self-administered drugs” is a term used by Medicare to describe any and all items not covered by Medicare in the Medicare Handbook.  The terminology can be misleading to many patients.  Although it refers primarily to drugs, it sometimes applies to devices or procedures not covered by your Medicare provider. 

Why do I have Medicare listed both as primary and secondary on my bill? I have Medicare primary and another insurance secondary.

This sometimes occurs on inpatient accounts.  Inpatient claims generally are paid under Medicare A benefits.  If A benefits are exhausted, some charges are paid under Medicare B.  The presence of Medicare B as secondary on your account does not automatically mean that A benefits are exhausted.  The computer system lists both plans associated with a Medicare account even if B is not applicable.  

Why do I receive letters from the hospital asking me to follow up with my insurance carrier regarding the claim you have submitted on my behalf?

After we file a claim with your insurance carrier, Georgia’s prompt pay law stipulates that the claim be paid within 30 days.  Patients have a contractual agreement with their insurance providers.  The hospital routinely sends additional information requested by insurance providers and makes every effort to ensure they have what is needed to pay the claim.  It is the patient’s responsibility to ensure that the insurance company makes payment in a timely manner for services provided.  This is truly a team effort. 

Clinic Specific FAQ

What if I forget my user ID and/or password?

If you forget your user ID and/or password, you can use Forgot UserID/Password link to reset your password. If you need further help, you are welcome to call our Customer Service number at 404-778-7318 

What is the difference between ‘EPay’ and ‘fully hosted’?
There are two different ways to sign up for Online Bill Pay:

1. EPay: You can make a one time payment by using the EPay Code found on your billing statement. The EPay method would allow you to make a payment but will not show your account detail such as e-statements.

2. Fully Hosted: Allows you to create a username and password for future payment purposes. Once your account is created, you can view your e-statements and make online payments.

Will I still receive a paper statement after I have signed up for Online Bill Pay?

In order to stop receiving paper statements you will need to opt-in to receiving e-statements from your Emory physician using the online bill pay system. You can choose to opt-out of e-statements and continue the traditional statement delivery by mail at any time 

Why can't I see my eStatement?

The security settings of your browser may be set to block sites from downloading files to your computer. You may need to adjust your browser settings to download files from this web site. A browser message should appear offering actions you may take. 

Will I receive notification when my eStatement is available?

Yes. You receive an e-mail each month notifying you that your eStatement from your Emory physician is available for viewing.