Dedicated to Providing the Best Care Possible

Emory Healthcare is the most extensive health care system in Georgia. We are made up of 11 hospitals, the Emory Clinic, and more than 250 provider locations. The Emory Healthcare Network, established in 2011, is the largest clinically integrated network in Georgia, with more than 2,800 physicians concentrating in 70 different subspecialties.

At Emory Healthcare, we strive to deliver quality care, excellent service, and transparency. The U.S. News & World Report consistently recognizes our providers and care team's dedication with top rankings of our hospitals and programs.

It's your health and wellness that drives us to find new opportunities, new possibilities and new solutions to help you understand, manage and overcome your medical conditions. Learn more about Emory Healthcare's mission, vision and values in Gold Standard for Health Care.

Frequently Asked Questions

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. Navigate to the answers to these questions using the links below. 


Emory Healthcare FAQ

 
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.

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. However, Clinic and hospital accounts may be viewed and paid on one Emory Healthcare portal. Payments on the portal are made to each individual account.

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.

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

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.

To sign up for a fast, secure and convenient way to pay your Emory Healthcare bills, please visit emoryhealthcare.mysecurebill.com. You will have the option to create an account or utilize the myEasyMatch Code option to pay your balance. The myEasyMatch Code or QR code can still direct you to your current balance if you create an account.

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

Transactions are posted within two working days of when the payment is made. If you enroll in the portal, you can view the payments you make under Activity. The new balance will be reflected within 3–5 business days and will also appear on your next scheduled statement if a balance remains on your account.

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

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.

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.

Emory Healthcare 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.

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

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

If you are enrolled on the billing portal, you may update your email and demographic information for receiving your statements. Please note that your medical record will not be updated by changes you make in the billing portal.

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.

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.

Please view this page 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.

You can learn more about Emory’s Charity Policy here.

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

 
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.

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.

“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.

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.

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

 
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

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.

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

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.

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

Provider-Based Billing FAQ

 

A “provider-based” or “hospital outpatient” clinic refers to services provided in hospital outpatient departments that are clinically integrated into a hospital. Provider-based billing is a type of billing for services provided in a clinic or department considered part of the hospital. Even though you’re seeing your regular physician in a clinic setting and not actually hospitalized, your visit is billed under the hospital outpatient rather than the physician’s office. When you see a physician in a provider-based clinic, physician and hospital charges are billed separately. You will received two statements for the visit

The clinical integration allows for higher quality and seamlessly coordinated care. Patients benefit because all participating hospital facilities must follow more strict quality standards and offer additional resources for patients and their families. With this change, Emory can work to enhance the services and expand care for patients. Enhanced services would also include additional pharmacist support and other clinical support provided throughout the Health system.

Under this structure, our patients may receive two set of charges on their billing statement as well as on their Explanation of Benefits (EOB).

  • One statement for the professional services fee represents charges for the professional services provided by the physician (MD), nurse practitioner (NP) or physician’s assistant (PA).
  • One statement for the facility fee represents the costs of operating a building/facility for health care delivery and covers the cost of equipment, utilities, maintenance, supplies and medications administered during a clinic visit. The fee also pays for care by non-physician staff such as nurses, pharmacists, social workers, medical assistants and dieticians, who work for the hospital.

Depending on your insurance policy, you may see the facility fee charge applied to your hospital deductible and/or co-insurance. If you have an annual out-of-pocket maximum, these charges will apply only until you have met that amount.

Please call your insurance carrier directly to clarify the coverage provided by your specific policy using the phone number on the back of your insurance card.

Depending on your specific insurance coverage, it is possible that some benefits will differ for services and procedures performed in a provider-based clinic. Since a provider-based clinic is a hospital outpatient department, some patients may have to pay a higher cost because a portion of the billed service is being charged as a hospital charge. The increase in cost is a result of the health plan’s coinsurance and deductible. Patients with a supplement plan are not likely to see much change.

Patient liability is based on the services rendered and the insurance company’s negotiated rate with the hospital. Patient liability is then based on the patient’s co-insurance and deductible amount. Until services are determined including medications, we are not able to generate a cost estimate. Once services have been determined, you may contact 404-686-0260 or email ehc.access@emoryhealthcare.org.

The clinical integration allows for higher quality and seamlessly coordinated care. Your clinical care will not change. You will continue to see your regular doctor and health care team, and continue to receive excellent-quality care. Scheduling appointments and tests will be handled as they have been in the past. Learn more about Emory Healthcare's mission, vision and values in Gold Standard for Health Care.

If patients have billing questions for the Emory Clinic (physician bills) they can call 404-778-7318 or 1-800-511-4443. For hospital billing questions, they can contact our Hospital Patient Financial Services department at 404-686-7041 or 1-800-827-7041.

Clinical Trials Billing FAQ

 

Federal law requires most health insurance plans to cover routine patient care costs* in clinical trials under certain conditions. Such conditions include:

  • You must be eligible for the trial
  • The trial must be an approved clinical trial
  • The trial does not involve out-of-network doctors or hospitals, if out-of-network care is not part of your plan

Also, if you do join an approved clinical trial, most health plans cannot refuse to let you take part or limit your benefits.

Please check with your Health Plan for specific detailed coverage policy.

Health plans are not required to cover the research costs of a clinical trial. Examples of these costs include extra blood tests or scans that are done purely for research purposes. Often, the trial sponsor will cover such costs.

Plans are also not required to cover the costs of out-of-network doctors or hospitals, if the plan does not usually do so. But if your plan does cover out-of-network doctors or hospitals, they are required to cover these costs if you take part in a clinical trial.

Emory Healthcare has a dedicated Clinical Trials Billing Department responsible for evaluating each charge and determines whether the service or item is covered by a trial sponsor. Those services and items that are not covered by the trial sponsor and are routine patient care costs would be included on a claim for third party payer or patient bill.

“Grandfathered” health plans are not required to cover routine patient care costs in clinical trials. These are health plans that existed in March 2010, when the Affordable Care Act became law. But, once such a plan changes in certain ways, such as reducing its benefits or raising its costs, it will no longer be a grandfathered plan. Then, it will be required to follow the federal law.

Federal law also does not require states to cover routine patient care costs in clinical trials through their Medicaid plans.

Medicare

Original Medicare (Part A and/or Part B) pays for routine costs of items and services in certain covered clinical research studies. Examples of these items and services include:

  • Room and board for a hospital stay that Medicare would pay for even if you weren’t in a study
  • An operation to implant an item that’s being tested
  • Treatment of side effects and complications that may occur as a result of the study Original Medicare won’t pay for:
    • The new item or service that the study is testing unless Medicare would cover the item or service even if you weren’t in a study
    • Items and services the study gives for free (many times the treatment will be provided free by the study sponsor)
    • Items or services used only to collect data and not used in your direct health care (like monthly EKGs for a condition that usually requires only a yearly EKG)

If you’re concerned about paying for services Medicare won’t cover, talk to the study staff and see if they can help.

Commercial

Federal law requires most health insurance plans to cover routine patient care costs* in clinical trials. It depends on whether your plan exist before the Affordable Care Act become law in 2010. Please check with your Health Plan for your plan policy.

Yes. If you’re in a Medicare Advantage Plan (like an HMO or PPO) or other Medicare health plan, you can get the same coverage for clinical research studies as a person in Original Medicare, as described in the previous section. If you join certain covered clinical research studies, Medicare will pay for your covered services as if you were in Original Medicare. This means that your Medicare health plan can’t keep you from joining a clinical research study. However, you should tell your plan before you start a study.

Medicare traditional fee-for service reimburses qualifying clinical trial claims on behalf of the Medicare Advantage. Your provider likely has submitted a claim to Medicare Traditional based on the Centers for Medicare and Medicaid Services (CMS) guidelines. CMS waives the Part A and the Part B deductibles, but the EOB may still include the coinsurance or normal member copays for the incurred types of services. Your Medicare Advantage plan very likely may cover the coinsurance or normal member copays after Medicare Traditional process the claims. Please check with your Medicare Advantage plan for your plan policy.

*Routine patient care costs means the costs of any medically necessary health care service for which benefits are provided under a health benefit plan, without regard to whether the enrollee is participating in a clinical trial.