My IU Health Guide - Billing Services

Frequently Asked Questions

  • Accepted Insurances
    The only way to determine your individual coverage is by contacting your insurance carrier. Your insurance card will have a contact phone number. Patients should not consider this list a binding agreement or guarantee of coverage.
  • Access to Checking/Savings Account
    We ONLY have access to your account to make payments that you have authorized. We never access your payment account(s) without your authorization and, as noted above, we do not have information about your account balance.
  • CSP - What is it?

    Consolidated Patient Statements (CPS) are combined billing statements based on the principle of one patient, one guarantor. (A guarantor is the person who is financially responsible for the bill.) These statements or bills show the amount owed for both physician and hospital bills.

    If all your physician and hospital bills have the same guarantor, you will receive one statement. If you have different guarantors on any of your physician and/or hospital bills, you will receive one statement per guarantor.

  • CPS - How to Read Your CPS
    To help with any questions you may have about our CPS bill, we have put together a sample statement with explanations and definitions for you. If you are unable to find the answer to your question online, please contact our patient financial services department during normal business hours.
  • EOB - What is it?

    An Explanation of Benefits (EOB) is a statement sent by your insurance company that provides necessary information about claim payment and patient responsibility amounts. Some of the information you may see on an EOB include:

    • Provider of care
    • What services were covered
    • What amounts were paid
    • What discounts/adjustments the provider is contractually obligated to write off
    • Which, if any, services were denied by your coverage and why
    • Your deductible and/or co-insurance and/or co-payment amounts
    • Note: Sometimes an EOB is also called an EOP, or Explanation of Payment
  • EOB - Is an EOB a Bill I Need to Pay?
    No. An EOB is simply an explanation of your insurance benefits. If your EOB shows a deductible, co-insurance and/or co-payment amount on it, you will receive a bill from Indiana University Health once we have received and posted your insurance company's payment.
  • Finding Your Bank's Routing Number
    The routing number is a nine-digit number that identifies the institution with which you have the account. To find it, look for the numbers shown at the bottom of your check or on your savings deposit slip.
  • How Billing Services is Secure
    We are committed to protecting your personal information. In addition, whenever you are viewing or paying bills, you are using a secure connection that fully protects your information. Data you provide cannot be viewed by anyone else on the web, and we do not share your information with anyone else. Security is maintained to industry-standards to ensure that your information is secure.
  • Making Online Payments

    IU Health provides two ways to make online payments:

    Pay your bill with My IU Health Billing Services

    (My IU Health Billing Services will provide you with up-to-date account information regarding statements that list you as the guarantor.)

    • Go to and log in or create a My IU Health account
    • After you log in, click on "Bill Pay"
    • Click on "Make a Payment" and complete the payment process
    • Be prepared with the credit/debit card OR bank routing number for your checking or savings account you would like to use for your payment

    To pay your bill with My IU Health Quick Pay

    • Go to
    • Click on "Quick Pay"
    • Have the account number of the bill you want to pay (The account number can be found in the upper right-hand corner of the statement you received in the mail)
    • Be prepared with the credit/debit card OR bank routing number for your checking or savings account you would like to use for your payment
  • Making Payment Arrangements
    Currently, the IU Health patient statement automatically allows our patients to pay the balance in full or a lesser amount. Please refer to your patient statement for this important information.
  • Questions About Your Balance

    For questions regarding your account balance, please call to speak to a patient financial services representative, Monday-Friday from 8am - 7pm Eastern Time (excluding major holidays).

    Before calling, please have your account number available. Your account number can be found in the upper right-hand corner of the statement you received in the mail.

    In the Indianapolis area: 317.612.2754
    Outside Indianapolis: 877.668.5621

  • Paying an Outstanding Invoice at Your Doctor's Office

    The payment will post to the oldest date of service with an outstanding balance.

  • Payments Reflected On Your Account
    Please allow 2-3 business days for your payment to be posted to your account.
  • Sufficient Funds
    As with any payment account, you must provide sufficient funds to cover all payments. Contact your bank or financial institution to understand your specific checking or savings account features. If Indiana University Health is unable to process authorized payment as a result of an overdrawn account, IU Health may charge additional fees for payments attempted by accounts with insufficient funds.
  • Why Your Insurance/Personal Information Might be Incorrect
    Your personal and insurance information is collected at the time of registration. If the information is inaccurate, please provide us with the correct information and we will work to make the updates. This may be done by sending a secure message from your My IU Health Billing Services Inbox, calling our automated phone service or by mail.
  • Receiving Both a Doctor's Bill & a Hospital Bill
    These bills are for professional services provided by doctors who assisted in diagnosing and interpreting test results while you were a patient. Pathologists, radiologists, cardiologists, anesthesiologists and other specialists perform these services and are legally obligated to submit separate bills. If you have questions about these bills, please call the phone number printed on the statement you may have received from them.
  • Why Do I Have Two Bills and Co-pays for Services That Have Been One Bill and Co-pay in the Past?

    Your physician has changed from physician-based billing to provider-based billing. Provider-based billing, also known as hospital-based outpatient billing, refers to the billing process for services provided in a hospital outpatient clinic.

    Previously, your physician was doing the billing for all of the components of your visit, which included the physician's services, the building, nurses, supplies, equipment, utilities, legal and accounting. Now, by implementing provider-based billing, the physician is only billing for the physician services. The hospital now bills for all other components of your visit.

  • Why am I Receiving a Refund Check?

    We received an overpayment on your account/invoice. Either you have paid too much on your bill and/or your insurance paid at a later date and covered some of what you had already paid.

    If you feel that you have received this refund in error, please contact patient financial services department during normal business hours.

  • My Insurance Paid More Than Billed Charges

    Some insurances pay using the Diagnosis-Related Group (DRG) method of payment. A DRG payment is one payment by your insurance company for your entire stay. This payment is based on your diagnosis rather than on each individual charge, regardless of the length of stay or what the total charges were. It doesn't matter if the patient stay was 5 days or 30 days, or if the charges were $50,000 or $500,000. The hospital will get paid exactly the same amount.

    You are still responsible for a co-pay or co-insurance portion based on your insurance plan.

    Please contact your insurance company or review your benefits booklet for more information on your insurance coverage if your patient responsibility is larger than you expected.

  • Help for Patients Without Insurance

    We can assist you in several ways. If you do not qualify for any type of government programs, we can review your financial status to see if you qualify for our Financial Assistance Program. To apply for financial assistance log in to your My IU Health Billing Services account.

    We also provide a financial adjustment to any uninsured patient who obtains medically necessary or emergency services from Indiana University Health.

  • Managed Care Plan Members
    Read your insurance plan to be sure you have followed all the guidelines for referrals and authorizations, or call your insurance company for assistance. Failure to follow your plan requirements may result in greater out-of-pocket expenses for you. Your primary care physician (PCP) plays a very important role in this process. If your PCP gives you a verbal authorization number, please provide us with this information at registration.
  • I Belong to a Managed Care Plan but Need to be Seen at ER
    If you did not contact your primary care physician or your insurance company before you came to the emergency room, you need to contact them within 24 hours of receiving services to explain the circumstances and ask for authorization.
  • Billing Primary and Secondary Insurances
    As a courtesy to our patients, Indiana University Health submits bills to your insurance company and will do everything possible to advance your claim. You need to provide us with complete primary and secondary insurance information. However, it may become necessary for you to contact your insurance company or supply additional information to them for claims processing requirements or to expedite payment.
  • Why Did My Insurance Company Deny My Claim?

    There are several reasons why your insurance company may deny your claim. One or more of the following may apply:

    • The service you received was not covered under your plan.
    • You did not provide the correct insurance information at the time of service.
    • The service you received was from a physician outside of your plan's network.
    • You were not covered by the plan at the time of service.
    • The EOB sent to you by your insurance company should explain in more detail why they denied either a portion of the claim or the entire claim. If you receive a denial from your insurance carrier and still have questions, you should contact them to better understand the reason for the denial.
  • Does My Health Plan Include IU Health?
    Indiana University Health participates in most major health plans in Indiana. Please review your health plan provider directory and/or consult with your insurance company to confirm coverage.
  • How Does IU Health Know my Insurance?
    When you register for services at Indiana University Health, please present your current health plan identification card. You may send IU Health your updated insurance information at any time from your My IU Health Billing Services Inbox.
  • Whats the Difference Between HMO and PPO?

    Health Maintenance Organizations (HMOs) require you to select a primary care physician (PCP) to coordinate your care. Most HMOs provide care through a network of hospitals, doctors and other medical professionals that you must use in order to be covered for services provided.

    Preferred Provider Organizations (PPOs) provide care through a network of hospitals, doctors and other medical professionals. When you use healthcare providers within the network, you pay less money out of your pocket. Services received from a non-participating hospital or doctor may still be covered, but often with greater out-of-pocket expense for you.

  • "In-Network" vs "Out-of-Network"
    If you receive your healthcare services from a hospital, physician or other healthcare provider that participates in your health plan, they are often referred to as "in-network." Hospitals, physicians or other healthcare providers who do not participate in your health plan may be referred to as "out-of-network." Please contact your insurance company for additional questions.
  • Referrals and Pre-Certifications
    Your benefits summary or provider directory should have this information. If not, call the patient financial service phone number listed on your insurance benefit card.