Billing & Payment Answers
Find answers to your Mercy billing, payment and insurance questions in our helpful FAQs.
General Billing FAQs
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. - 7 p.m. Central to provide updated information or online at MyMercy.
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. - 7 p.m. Central.
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:
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.
You’ll find billing statements and receipts online at MyMercy. Learn more about how to enroll in MyMercy.
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.
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. - 7:00 p.m. central.
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 7 p.m. Central.
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.
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. - 7 p.m. Central.
- 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. - 7 p.m. Central.
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. - 7 p.m. Central to provide updated information or online at MyMercy.
Authorized Billing User
Need help managing your Mercy bills? You can invite someone you trust, like a spouse, parent, adult child or caregiver, to help you with your billing through MyMercy.
An authorized billing user can view billing information, make payments and manage payment plans while your medical information stays private.
FAQs
An authorized billing user is someone you invite through MyMercy to help manage your Mercy billing. This might be a spouse, parent, adult child or caregiver.
- View your billing information
- Make payments on your behalf
- Set up payment plans with their own payment methods
No. Authorized billing users only have access to your billing information. They cannot:
- View your medical records
- Schedule appointments
- Send messages to your care team
Log in to MyMercy and open the Sharing Hub or the Authorized Users section in your billing details. From there, you can send an invitation.
If you’d like help, follow the step-by-step walkthrough below.
Yes. Call patient services at 855.420.7900.
A representative can help you complete the authorization form, and Mercy will mail this to your address on file for verification and signature of your agreement.
Mail your completed form to:
Mercy Patient Services
2115 S. Fremont Ave. | Ste. 5300
Springfield, MO 65804
Yes. If they don’t already have a MyMercy account, they’ll be asked to create one when they accept your invitation.
When accepting the invitation, your authorized billing user must enter your date of birth to verify your identity.
Yes. You can add or remove an authorized billing user at any time through MyMercy.
Yes. You’ll receive a notification whenever an authorized billing user is added, updated or removed from your account.
Yes. An authorized billing user can help manage billing for everyone you’re financially responsible for, including your children.
No. They can only do this if they’re also listed as your proxy. This protects your privacy.
No. This feature is available at no cost through MyMercy.
Step-By-Step Walkthrough
- Sign in to MyMercy. Open the Sharing Hub and choose Family Member, Close Friend or Caregiver to get to the Authorized Users page.
- Choose Add Authorized Billing User.
- Enter the patient’s information. Select the billing account(s) you’d like them to help manage. If they’ve already been added as a proxy or authorized user on another account, you may see them suggested.
- Send the invitation. Their status will show as Pending until they accept.
- They accept the invitation. They’ll receive an email or text with instructions to sign in or create a MyMercy account.
- They verify their identity. To complete the process, they’ll enter your date of birth to confirm the invitation. Once verified, they’ll have access to manage the billing accounts you selected.
