Billing & Payments FAQs

Billing & Payment Answers

Find answers to your Mercy billing, payment and insurance questions in our helpful 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. To avoid issues when mailing payments: submit one check per envelope and always include the matching payment slip. Sending one payment for multiple accounts and/or not including the payment slip can result in processing delays and payment posting to the incorrect account. 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.

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.  

How do I sign-up for Paperless Billing?  

Enroll in paperless billing using one of these options:

  • Open the MyMercy app on your phone or mobile device. Select the “billing” icon and click the green “sign up” button.
  • Log into your MyMercy account. Click the paperless billing reminder at the top of your screen and follow the instructions.
  • Call 855-420-7900 and we’ll help you sign up for 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.

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.

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

Help is avilable for those who qualify through Mercy's Financial Assistince programs. For more information, please select the area in which you received services:

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.

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 the most common insurance coverage options. To understand your plan benefits specifically, contact your insurance provider for details.  

In-Network

In-Network providers 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

The 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

The deductible is the 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

The 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

Coinsurance is the 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.

Do you 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. You may 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.

Looking for More Information?
Contact Customer Service

Our customer service team is available Monday thru Friday from 7:30 a.m. to 8 p.m. CT at 855-420-7900.