At the Palo Alto Medical Foundation, we understand that billing and payment for healthcare services can be confusing and complicated. We thank you for choosing us to perform your heart surgery, and we are here to assist you in any way we can. We are committed to excellence in meeting your healthcare needs.

See the information below that addresses common questions and concerns about billing and insurance.

Our Billing Processes

You can call us with billing questions at (650) 367-6086 from 8 a.m. to 4 p.m., Monday through Thursday.

We Bill Your Insurance Directly

For services typically covered by insurance, we will bill your primary insurance company, and if applicable, your secondary insurance company as a courtesy. This includes Medicare and MediCal. It’s important to remember that health insurance coverage varies and some services may not be covered. If you have questions regarding your health insurance coverage, please call your insurance company to better understand how your policy works prior to receiving care at PAMF's cardiac and thoracic surgery department.

We Send Statements for Unpaid Balances

If your insurance company does not pay the entire bill, we will send you a statement to notify you of any remaining unpaid balances. We will not send you a statement until your insurance companies have paid their portion of the cost.

Our Methods of Payment

For your convenience, we accept cash, checks and major credit cards for payment. Payment is due 15 days after you receive a statement from us.

If You are Unable to Pay a Bill

Please tell us if you cannot pay your bill in full and let us help you. Our insurance coordinator can assist you with making a monthly payment plan.

Your Financial Responsibilities

When You Go to the Hospital

Our cardiac and thoracic surgeons participate with most insurance companies, plus Medicare and MediCal. Prior to your visit with us, please check with your employer or insurance company to see if they cover healthcare services at PAMF.

Bring Your Health Insurance Information

Please bring your complete health insurance information when you register. This includes your identification, all insurance cards, and authorization referrals when required. We will ask you to sign forms, such as a release of information, and possibly additional forms depending on the nature of your visit.

Inform Us of Changes

If you are a current patient, please inform us if your personal or insurance information has changed since your last visit. The lack of accurate information can cause payment delays or denials by your health plan.

Making Co-Payments

Co-payments for both physician and hospital care are due on the day you receive services. If your insurance requires it, you will need to pay for any estimated coinsurance or deductibles related to your care. If you have questions regarding your co-payments or deductibles, please call your insurance company directly.

Making Deposits

If you do not have insurance, or for certain procedures not covered by insurance, you may be required to pay a deposit or pay for the service in full prior to your care.

Financial Assistance or Payment Plans

If you anticipate problems paying your portion your bill, please let us know. Our insurance coordinator will work with you to develop a payment plan that is manageable for you.

Medicare Patients

If you are a Medicare patient, we will submit your claims to Medicare on your behalf. In order to process your claim properly, you will be asked questions regarding your status, including any other insurance you may have.

When Medicare Doesn't Cover a Service

Medicare requires that we provide only those services approved by Medicare as deemed medically necessary. In the event the service you are receiving is not covered by Medicare, we may ask you to sign a notice that makes you financially responsible for the services being provided. Additionally, we will bill you and/or your supplemental insurance carrier for services not covered by Medicare.

After Your Visit

Please respond promptly to any insurance company requests for additional information. These requests must be handled before they will make a payment on your claim.

Call Us With Billing Questions

If you have any questions about your bill(s), please contact us. Confidentiality is important, so our insurance coordinator may only speak with the patient or the person designated in writing by the patient to receive the bill(s) on behalf of the patient. This is required by law.

To help us answer your questions efficiently, please have a copy of your statements, your insurance card(s) and any additional information available when you call.