Frequently Asked Billing Questions

In an environment of Christian hospitality, St. Joseph's is committed to provide quality health related services which impact the changing needs of the communities we serve. To continue in this mission, it is essential that payment be received for services provided. As a courtesy to our patients and their families, St. Joseph's will submit your bill to your insurance company. To do this efficiently, it is important that accurate and complete demographic and all insurance information be presented at the time of registration.

The following are answers to frequently asked questions about billing and payment for healthcare services at St. Joseph’s Mercy Health Center.

Does St. Joseph's participate with my health plan?
This means that the hospital has an agreement with your insurance company to provide services for its members. You should check with your health plan to verify that St. Joseph's participates in your plan.

When am I responsible for obtaining approval from my health plan prior to receiving services?
Depending on your insurance plan, you may be required to contact your primary care physician or health plan for approval prior to receiving services. If your situation is truly an emergency (life-threatening), you or a family member must contact your health plan within 24 hours of receiving treatment. If you do not obtain health plan approval, all hospital charges may become your responsibility or your benefits may be reduced.

What if St. Joseph's doesn’t participate with my plan?
Even if St. Joseph's does not participate with your health plan, you may still receive services at St. Joseph's. However, you should know that these services are considered “out of network” and your benefits most likely will be limited and/or reduced. You are responsible for paying the bill in full or for any balance not paid by your health plan. As a courtesy, we initially bill
non-participating health plans, however you are responsible for payment if the plan does not promptly respond to the claim.

Will you bill my insurance company?
St. Joseph's will directly bill your insurance company. Depending upon the services provided, if your insurance plan requires payment of a co-pay and/or deductible you may be requested to pay this amount at the time of service. If you have a secondary insurance, we will file that for any balances due after the primary insurance payment is received.

My explanation of benefits (EOB) says I am not responsible for the "usual and customary" or "reasonable and customary" fees. What does this mean?
St. Joseph's is committed to providing the best treatment for outpatients and we charge what we believe to be reasonable and customary fees for our geographic area. If your insurance company uses a different fee schedule, you will still be responsible for any balance remaining.

Why aren’t my physician’s charges included on my hospital bill?
As most physicians, radiologists, anesthesiologists and pathologists are not employed by St. Joseph's, you (or your insurance company) will receive a separate bill for physician services. This separate physician billing practice is customary. However, emergency room physicians are employed by St. Joseph's and their services will be included on your emergency room bill.

How do I make a payment?
Patients may pay by check, cash or credit card. St. Joseph's accepts Visa, Master Card, Discover and American Express online. To use this safe and secure service, Click here. Payment may be made in person at our cashier’s window on the 2nd floor of the hospital. Our hours are from 8 a.m. to 4:30 p.m., Monday through Friday. You can send your payment by mail. Please include your account number on your check.
Our mailing address:

St. Joseph’s Mercy Health Center
PO Box 29001
Hot Springs, AR 71903-9001

How can I request at total itemization of my account(s) with St. Joseph's.
• Phone: 501-622-1007 or 1-800-345-6621 ext 1007 or
• email:

Your itemized statement will then be printed and mailed to the address listed on your account(s).

Why am I receiving statements for an account I paid?
Your statement may have been sent to you prior to our receiving and/or posting of your payment. If you have any questions concerning the statement, please refer to the phone number listed on your statement.

For further information please e-mail a representative from the business office at

Business Office
Financial Assistance
Billing for separate services
Methods of payment