Frequently Asked Questions Regarding Billing

How does a patient dispute a bill?


All patients and guarantors have the right to dispute their charges to ensure charges and patient balances are accurate.  To request a review of charges and balances, patients and guarantors may call customer service from 8:00 a.m. to 5:00 p.m., Monday through Friday at 336-716-3988 or toll-free at 877-938-7497 for a prompt response to their questions.  A patient can also send a written request to the address printed on their billing statement.

How does a patient obtain an itemized statement?


All patients and guarantors have the right to receive an itemized statement which provides detailed charges related to services provided.  To request an itemized statement, patients and guarantors may call customer service from 8:00 a.m. to 5:00 p.m., Monday through Friday at 336-716-3988 or toll-free at 877-938-7497 for a prompt response to their questions. A patient can also send a written request to the address printed on their billing statement.

How does a patient appeal a facility decision regarding a bill?


All patients and guarantors have the right to appeal a decision if a review of the charges and balances are correct as billed.  To appeal a facility decision regarding a bill, patients and guarantors may call customer service from 8:00 a.m. to 5:00 p.m., Monday through Friday at 336-716-3988 or toll-free at 877-938-7497 for a prompt response to their questions. A patient can also send a written request to the address printed on their billing statement to the attention of APPEALS.  All appeals will be reviewed by Management and the patient/guarantor will be followed up within 10 business days.

How is a refund handled for overpayment of a bill?


When a patient/guarantor overpayment is identified we expedite the refund to be resolved within 30 days. Patients/guarantors may call customer service from 8:00 a.m. to 5:00 p.m., Monday through Friday at 336-716-3988 or toll-free at 877-938-7497 with questions regarding a possible overpayment of their balance.

How is written notice provided to a patient prior to submitting a delinquent bill to a collection agency?


Patients and guarantors will receive at least three billing statements.  If the patient or guarantor fails to resolve the outstanding balance after two billing statements, either by applying for financial assistance, establishing a payment plan, or remitting the balance in full, a 30-day collection notice will generate with the third billing statement.  If the balance continues to go unresolved after the 30-day period, the account will be transferred to an outside collection agency.

Quick Reference

Billing Department

Phone 336-716-3988
Toll-Free 877-938-7497

Billing Dept. Inquiries
Medical Center Boulevard
Winston-Salem, NC 27157
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Last Updated: 12-23-2014
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Disclaimer: The information on this website is for general informational purposes only and SHOULD NOT be relied upon as a substitute for sound professional medical advice, evaluation or care from your physician or other qualified health care provider.