Billing Statement Frequently Asked Questions (FAQs)

Find answers to your Mercy billing, payment, financial assistance and insurance questions in our helpful FAQs.

Billing & Payment FAQs

What are my payment options?

  • Online at MyMercy or use the Quick Pay option.
  • Mail check or money order (made payable to Mercy) along with the tear-off form on the front of the statement. Please note there is a $25 service fee for all returned checks.
  • Call Customer Service at 855-420-7900 for automated bill pay 24/7 and customer support Monday through Friday, 7:30 a.m. - 8 p.m. Central. You may also ask about our Extended Payment Plan Program.

How can I view and even print my statements and receipts?

You’ll find billing statements and receipts online at MyMercy. Learn more about how to enroll in MyMercy.  

Now that my insurance has finished processing and I have my EOB (Explanation of Benefits), how can I pay my bill?

  • Online at MyMercy or use the Quick Pay option.
  • Mail check or money order (made payable to Mercy) along with the tear-off form on the front of the statement. Please note there is a $25 service fee for all returned checks.
  • Call Customer Service at 855-420-7900 for automated bill pay 24/7 and customer support Monday through Friday, 7:30 a.m. - 8 p.m. Central. You may also ask about our Extended Payment Plan Program.

Why did I receive more than one bill for services?

It is possible to receive more than one bill since several providers may be involved in your treatment, and bill independently. For example, non-Mercy specialists could include radiologists, NICU physicians and/or anesthesiologists. There could also be separate charges for material, ancillary procedures (i.e. injections, isotopes, supplies, etc.) or physicians or surgeons furnishing services, including interpretation charges.

Check all bills received for appropriate provider contact information.

Why is my bill different from the estimate I received previously?

Your final bill consists of actual services rendered and an estimate is not a guarantee of final bill charges. Charges may vary from hospital and physician/provider estimates due to unforeseen circumstances including, but not limited to complications and/or changes(s) in diagnosis and/or treatment plans by your physician/provider.

My contact information or insurance has changed, how do I get that updated?

You should bring your current insurance card to your next visit. Plus update your information either by calling our Customer Service at 855-420-7900 Monday through Friday, 7:30 a.m. - 8 p.m. Central to provide updated information or online at MyMercy.

Financial Assistance FAQs

I can’t pay my bill in full. What payment plan options does Mercy have?

Mercy Payment Plan

  • Interest free for up to 12-18 months; $50 minimum

Extended Payment Plan through Commerce Bank

  • Interest free for up to 84 months
    • 24 months for balances $250-$4,999.99
    • 60 months for balances $5000-$14.999.99
    • 84 months for balances $15,000-$50,000
  • No credit check
  • Social Security number required for identity verification only
  • Able to include hospital and clinic balances as well as entire household balances in one payment
  • Able to add new balances to existing extended payment plan anytime

Mercy Financial Assistance

  • Helps reduce balance for more manageable payments
  • One application for both hospital and clinic balances
  • Approval based on income and household size
  • Remaining balances after a charity adjustment can qualify for a payment plan by calling Customer Service at 855-420-7900 Monday through Friday, 7:30 a.m. - 8 p.m. Central.  

Where is the financial assistance application located?

Download the Financial Assistance Application and Resources from our website. For additional support call Customer Service at 855-420-7900 Monday through Friday, 7:30 a.m. - 8 p.m. Central.  

I’ve been making monthly payments on my bill, but have not set up a formal payment plan with Mercy. Is that okay?

Payment in full is required upon billing. If a partial payment arrangement is needed, you must set up a formal payment plan with Mercy in order for your bill not to go to collections. To do so, please contact Mercy Customer Service at 855-420-7900 Monday through Friday, 7:30 a.m. to 8 p.m. Central.  

Insurance FAQs

What if my insurance coverage changes?

You should bring your current insurance card to your next visit. Plus update your information either by calling our Customer Service at 855-420-7900 Monday through Friday, 7:30 a.m. - 8 p.m. Central to provide updated information or online at MyMercy.

What do some of these insurance terms mean?

These definitions apply to most common insurance coverages. To understand your plan benefits specifically, contact your insurance provider for details.  

In-Network - providers who have contracted with an insurance company at pre-negotiated rates to provide services to plan members. Anyone outside that network is considered out-of-network so discounted rates will not apply.

Copayment/Copay- flat dollar amount specified by your insurance plan to be paid at a medical visit. That amount may vary by visit type (ER visit vs. Doctor visit) or service.

Deductible - dollar amount that must be paid out-of-pocket before an insurance company begins to pay for services. This amount resets at the beginning of a new benefit period, usually yearly.

Out-of-Pocket - expense that must be paid depending upon your insurance plan. Costs vary by plan and there’s usually a maximum out-of-pocket (MOOP) cost.

Coinsurance - percentage you pay to share the cost of covered services after your deductible has been paid.

Non-Covered Services - insurance plans specify what services and supplies they will cover. Any service or supply received outside of that must be paid out-of-pocket.

Still have questions about insurance terms? Contact your insurance plan for details about your benefits. If you have questions about your billing based on your plans paid benefits, please contact  Mercy Customer Service at 855-420-7900 Monday through Friday, 7:30 a.m. - 8 p.m. Central.

Can Customer Service provide documentation for me for insurance purposes, health savings account or yearly tax deductions?

Yes, we can provide itemized statements, insurance claim forms and yearly payment history. Download documents directly from MyMercy. If you need additional support or billing documents, please contact Mercy Customer Service at 855-420-7900 Monday through Friday, 7:30 a.m. - 8 p.m. Central.

What's the difference between a "Well Visit" and a "Sick Visit"?

Insurance companies process these visit types differently, which may impact how they cover them. An office visit for a routine physical or yearly health maintenance exam is considered preventive and called a Well Visit. An office visit to address an acute or chronic issue is called a Sick Visit. It is possible for a Well Visit to change to a Sick Visit if a medical issue is uncovered and needs to be addressed during that visit.

Billing & Financial

Learn about payment and financial assistance options

Visit MyMercy

View and pay bills online

Call Customer Service at 855-420-7900

Available Monday through Friday, 7:30 a.m. - 8 p.m. Central