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Answers to Billing Questions

Frequently Asked Questions

Medical bills can be confusing or difficult to understand. We are here to help. Patient Financial Services representatives are available Monday through Friday from 8:00 am to 5:00 pm at (888) 71-CARLE, (888) 712-2753. We can answer questions about the Carle consolidated bill which includes charges for Carle Physician Group, Carle Foundation Hospital, Carle Hoopeston Regional Health Center, Carle Richland Memorial Hospital, Carle West Physician Group, Carle BroMenn Medical Center and Carle Eureka Hospital. 

Patients in the Greater Peoria Area receiving a bill including charges from Carle Health Methodist Hospital, Carle Health Pekin Hospital, Carle Health Proctor Hospital and associated clinics may contact Patient Accounts at (844) 849-1260. Some of the answers to billing questions below may not apply to patients in this area due to recent change of ownership.

What are Medical Fees?

Carle Health establishes a standard fee schedule, using a national database of fee information, which covers the cost of delivering services. Carle Health is not obligated to accept less than the billed amount for a service. Any unpaid balances will remain your responsibility.

What are Facility and Professional Fees?

Facility fees are those services charged for by the hospital. Professional fees are those charged for by physicians and other professional providers. What may appear to be a duplicate charge on your statement is a separation of the facility fee and the professional fee.

This billing model, called Provider-Based Billing, complies with specific Medicare regulations. This is a nationally recognized billing model for integrated healthcare delivery systems such as ours.

Will insurance cover my services?

Carle Health encourages all patients to contact their respective insurance companies to verify coverage before their scheduled visits and/or procedures.

How do I change my information?

If there is a change in your name, address or insurance information, please notify us immediately by contacting (888) 71-CARLE, (888) 712-2753.

How do I obtain an estimate for services?

You may at any time obtain an estimate of future services by contacting Patient Financial Services at (888) 71-CARLE, (888) 712-2753 or by visiting one of our Patient Financial Services locations or by using our online estimate tool. Learn more here.

Does Carle Health offer financial assistance?

Carle Health offers a number of options to assist you with paying your health care bills, including convenient payment plans and free or discounted health care.

Please review our Carle Health Financial Assistance Program at or contact Patient Financial Services for additional information.


Patient Financial Services representatives are available Monday through Friday from 8 am to 5 pm at (888) 71-CARLE, (888) 712-2753.

Statement FAQs

The Carle Health consolidated statement is for services rendered at several of our entities:

  • Carle Foundation Hospital, which includes Carle Home Care and Carle Hospice.
  • Carle Physician Group.
  • Carle Hoopeston Regional Health Center, which includes Carle Hoopeston Community Memorial Hospital and our Rural Health clinics.
  • Carle Richland Memorial Hospital.
  • Carle West Physician Group.
  • Carle BroMenn Medical Center.
  • Carle Eureka Hospital.
  • Carle Health Methodist Hospital.
  • Carle Health Pekin Hospital.
  • Carle Health Proctor Hospital.
Why do I receive separate statements from Carle Health?

Not all Carle Health entities share the same billing system. Therefore, you will receive separate statements for charges from: Carle Medical Supply, Arrow Ambulance, Home Infusion, Carle BroMenn Medical Center (services provided 7/1/20 through 1/26/21), Carle Eureka Hospital (services provided 7/1/20 through 1/26/21), the Carle Extended Business Office or other third party agencies. In addition, you will receive separate statements for each guarantor in your household. For questions, please contact the phone number on the statement you received.

Patients in the Greater Peoria area may also receive separate statements for services provided prior to December 2, 2023. 

How often will I receive a statement?

You will receive a statement every 28 days. Guarantor statements will continue until the account’s self-pay balance reaches a $0.00 balance or forwarded to a third party agency.

Why am I receiving e-statements?

Patients receive e-statements by default. With e-statements you have the ability to view, print or save a copy right from your computer. The e-statement is identical to the paper statement that you would have received in the mail. If you wish to opt-out of e-statements and receive your statement by mail, please contact Carle Health Patient Financial Services at (888) 71-CARLE, (888) 712-2753.

When will I receive my e-statement?

Your next e-statement will be sent according to the existing statement cycle. E-delivery enables you to receive your statement on the actual statement date.

Is my personal information secure with e-statements?

Yes, all of your personal information is encrypted and password protected to ensure your personal information is secure.

What if I change my email address?

If your email address changes, make sure to update your email address with us so that all future notifications will be sent to the updated email address. To do this, log into your MyCarle account and select the icon to view your statement or enroll in e-delivery, then follow the "Profile" link to view your information and update your email address. 

Who should I contact if I don’t receive my email notification?

If any questions arise, please log into your MyCarle account and refernce the "Contact us" section on the right side of your screen for the appropriate contact information.

What if I forget my password?

When signing into MyCarle, select the "Forgot Your Password" link under the password box. You will be prompted to enter your username and then you will receive a confirmation email. This email will contain a link to reset your password.

Why is my statement for the full amount, and not for my monthly payment arrangement?

To reduce confusion on the statement, you are being presented with the total balance due. If you have a payment arrangement in place with Carle Health, you are expected to pay at least that amount.

Did you receive my last payment? I do not see it listed on my statement.

Charges that are paid in full will not show on your statement. You can log into your MyCarle account to review your recent payment information.


Payment Policy

The guarantor is responsible for payments for all charges for services received. Balances are to be paid in full by the due date on the first statement. Charges pending with insurance are the responsibility of the guarantor. Copayments, deductibles and coinsurance are due at the time of service even though charges may be pending with your insurance for payment.

How else can I pay my balance?

If you choose not to pay online, you may send your payment along with your statement top to the payment address on your statement.

Carle Health accepts cash, check, Money Order, debit or credit cards (Mastercard, Discover Card or Visa). You may also pay at time of service at the registration desk or Kiosk. Payments are also accepted in person or over the phone with Patient Financial Services.

You can make an easy, automated phone payment through the 24/7 Payment Line by calling (888) 712-2753.

Can you automatically deduct my payment?

Carle Health offers automatic payment plans from your checking or savings accounts, as well as from a qualified debit or credit card against the statement most recently received. New balances after the automatic deduction is established will not be included; therefore, you may need to set up a new, recurring payment.

Automatic payment plans must meet certain minimum monthly payment amounts and duration limits.

Automatic payment plans will not be set up if the guarantor/patient does not have a valid email address. Automatic payment plans will not guarantee the withholding of an account from placement with a third party vendor. A declined payment may qualify the account for placement with a third party agency.

When will my payment be posted to my account?

Your payment will be processed and posted to your account within two to five business days.

If I have a credit balance on any of my Carle Health accounts, can it be moved to a different balance due?

If any payment results in a credit balance, we will transfer your overpayment to an open balance you have on another Carle Health account. If you do not have any open balances or charges pending for payment, we will send you a refund for your overpayment.

Can I pay my balance online?
You may pay your balance online by logging into your MyCarle account. You also have the ability to make a one-time payment online on the Pay My Bill page.
Does Carle offer payment plans?

Total payment is expected for the guarantor’s portion at the time of service or receipt of statement. If you are unable to pay the full balance due, you may qualify for a monthly payment arrangement. Certain services may not qualify for an arrangement.

You may contact us at (888) 71-CARLE, (888) 712-2753 to discuss a payment arrangement. Please be aware that payment arrangements may be re-evaluated on a periodic basis. A missed payment may qualify the account for placement with a third party agency.

Do I need to specify which balances I want to pay?

No, Carle Health will split your payment across all of your balances due.

What if my payment is delinquent?

Self-pay guarantor accounts that are not paid in a timely manner will be referred to a third party agency, such as our Extended Business Office and/or a collection agency for additional collection activities.

Third party collection agencies may engage in Extraordinary Collection Activities (ECA) including:

  • Initiation of actions that require legal or judicial process.
    • Civil action.
    • Placement of liens.
    • Wage garnishments.
  • Reporting adverse information about the guarantor to consumer credit reporting agencies or credit bureaus.

Outpatient Department Billing FAQs

The Following Are Outpatient Departments of Carle Foundation Hospital:

  • Clinical departments in the North and South clinic buildings on the Urbana main campus.
    • Except Oral and Maxillofacial Surgery on North Clinic 1.
  • All clinical departments in the main hospital or on the Urbana main hospital campus.
  • Expanding Children’s Hearing Opportunities (ECHO) Program.
  • Ambulatory locations at Mahomet, Monticello and Rantoul.
    • Occupational Medicine at Danville at The Riverfront, for worker’s comp visits only.
  • Lab and Radiology services at Danville at The Riverfront.
  • Carle Spine Institute.
  • North Annex.
    • Occupational Medicine at North Annex, for workers' comp visits only.
  • Champaign on Curtis.
  • Champaign on Mattis.
  • Urbana on Windsor.
  • Ambulatory location for Orthopedics and Sports Medicine.
  • Plastic Surgery Center.
  • Clinical departments at Carle Outpatient Services at The Fields.
    • Except Oral and Maxillofacial Surgery.

The Following Are Outpatient Departments of Carle BroMenn Medical Center:

  • Radiation Oncology and Radiology at Carle Cancer Institute Normal.
  • BroMenn Family Health Clinic.
  • Center for Wound Healing and Hyperbaric Medicine.
  • Carle MRI in Bloomington.
  • Cardiology, Cardiovascular Surgery and Pediatric Cardiology.
  • Pulmonology.
  • Vein Clinic in Normal.
  • Family Medicine in Bloomington, Fairbury and LeRoy.
  • Endocrinology.
  • Neuroradiology.
  • Rheumatology.
  • Pediatrics in Bloomington.
  • Bariatrics at Carle BroMenn Outpatient Center.

The following are outpatient departments of Carle Health Methodist Hospital

*Effective December 2, 2023

  • Breast & High Risk Breast Clinic at CHMH Atrium
  • Cardiovascular Services at CHMH Atrium
  • Psychiatry at CHMH
  • Sleep Lab & EEG at CHMH Atrium
  • Suspicion of Cancer Clinic 
  • Perinatology at CHMH

In these locations, you will be charged for any services performed by your provider, and receive separate charges from the hospital for facility services. Depending on your insurance, there may be an additional copay or coinsurance (one for the provider and one for the hospital) for one visit. If you have secondary coverage, any additional coinsurance and deductible may be covered by your secondary insurance. This billing model, called Provider-Based, complies with specific Medicare regulations and is a national model of practice for integrated healthcare delivery systems such as Carle Health.

What is Provider-Based Status?

Provider-Based Status is a status sanctioned by Medicare for hospitals and clinics. It is a national model of practice for integrated healthcare delivery systems such as Carle Health that includes both hospital and physician offices. In other words, it means that physician offices are departments of the hospital. One of the benefits of having Provider-Based Status is the opportunity to participate in the Federal 340B Drug Purchasing Program.

Will I have to pay an additional fee for my next visit?

Depending on insurance, patients may experience a change in co-pay or co-insurance responsibility. This change will not impact patients covered by Medicaid.  Patients will continue to receive one bill for the care they receive at Carle Health, but charges will be separated by line item according to services received from the hospital and those received from providers. This is no different than the way Carle Health currently bills for other hospital based services like the Emergency Department, Therapy Services, Lab services and surgical procedures.

What if I'm confused about the bills I get in the mail?

If you have questions about your bills, please call Carle Health Patient Financial Services at (888) 71-CARLE, (888) 712-2753.

Why did Carle Health convert to this model for most of its physician office locations?

Hospital outpatient department status will help us to continue to meet the healthcare needs of our communities well into the future. The Medicare-approved Provider-Based model ensures Carle Health is compensated fairly for services provided and allows Carle Health to participate in a federal drug purchasing program that will help lower the total cost of care.

Carle Health is taking proactive steps to ensure high-quality care is available to those in our region now and in the future. By converting to the Provider-Based Model, Carle Health is ensuring it will continue to be able to provide charity care and community benefit programs for those who need it most as well as invest in bringing new specialists and technology to our region.

How will this affect my next visit?

Provider-Based Billing will not change your covered services, but it may affect your copayments and deductible.

What if I'm having trouble paying my medical bills?

Carle Health has a number of options for those struggling to pay medical bills, including payment plans and free or discounted healthcare through the Carle Health Financial Assistance Program. If you'd like to hear more on these options, call Carle Patient Financial Services at  (888) 71-CARLE, (888) 712-2753.

What is the 340B Program?

The 340B Program is a federal program that extends discounts to hospital providers on some drugs it purchases for use in the hospital outpatient setting. The federally designed 340B Program enables approved nonprofit healthcare organizations to stretch scarce federal resources as far as possible, reaching more eligible patients and providing more comprehensive services. The discounts available through this program will help reduce overall expenses for drug supplies.