Answers to Billing Questions

Carle is upgrading our electronic medical records and billing systems in 2011, which means your bills will look different. This website will be your source for the latest information about your Carle bill. If you have a question specific to your account, please see a patient accounts representative or call (888) 71-CARLE. For general questions, please browse our frequently asked questions first.

Carle Physician Group (formerly Carle Clinic) Patient Accounts representatives can assist you Monday through Friday, 8 a.m. to 5 p.m., or by appointment after hours. Choose a Carle Physician Group location nearest you:
 

Question

How will billing change in 2011?


Answer


Carle Foundation Physician Services: Effective January 1, 2011, Carle Foundation Physician Services billing moved from Dallas, Texas, to Urbana, Ill. As part of this change, you will notice a new payment address and new look on your Carle Foundation Physician Services bill. Statements for services provided before December 31, 2010, will continue to be billed through our vendor in Texas until the balance is paid.

Carle Foundation Hospital: Effective May 1, 2011, Carle Foundation Hospital bills will be generated through a new computer system. As a part of this change, you will notice a new look on your Carle Foundation Hospital bill. Statements for services provided before May 1, 2011, will be generated through the new computer system and will have the new look.

Question

How do billing changes in 2011 relate to Carle’s integration in 2010?


Answer

Though Carle Foundation Hospital, Carle Physician Group and Health Alliance Medical Plans become one organization on April 1, 2010, this was just the beginning of our path toward an integrated network of healthcare services. We continue working to integrate our clinical and business processes, which includes implementing a single electronic medical record and billing system.

Question


What are the benefits of implementing a single electronic medical record?

Answer

The entire integrated Carle organization using a single medical record means enhanced communication and coordination of your care. Implementing this system will also allow us to offer patients access to a secure online portal, where you can interact with providers and look up important medical information, including your medical history, appointments, test results and billing records from home. This online feature is coming soon.

Be assured we are working diligently to ensure a smooth transition for our patients. All your medical information will remain secure throughout this process.

Question


How are Carle lab services billed?

Answer

Depending on the lab services you need, you may receive bills from the different Carle entities. The procedure to gather your blood, known as venipuncture, is billed through Carle Physician Group. Lab analysis will be billed through Carle Foundation Hospital. If physician review for pathology is required to interpret results, this will be billed through Carle Foundation Physician Services.

Question

Why do I need to bring my insurance card to my appointment?


Answer


We’re updating our electronic medical record and billing systems as part of the integration at Carle, and we must verify your information. We are unable to transfer your information from the previous system. Please bring your insurance card to your next appointment so we can update your records at that time. If you forget your card, bring it to a Patient Accounts representative. Learn more about the specific changes to your bill.

Question

Can you copy the information from my old billing record?


Answer

Most of the information from your current record has been transferred, but we are checking information to ensure records are accurate and up-to-date. It was not possible to transfer all insurance information; however, all information pertaining to your medical history has not moved and remains secure. Patients will maintain the same clinic number.

Question

Can I provide my family’s information while I am at my appointment?

Answer

You may update information for your children age 18 and younger at checkout following your appointment. Children should have their own insurance card for the policy they are on. We will need a copy of that card.

Question

Can I apply for charity care for physician office visits?

Answer

With the integration of Carle Foundation Hospital and Carle Physician group in April 2010, the Carle Community Care Discount Program has been expanded to include physician visits and most medically necessary services. This means those who apply and qualify may receive free or discounted care. Your first step is to complete the application, available at your nearest Carle location. You also can review the details and download an application online.