Locations

Patient Financial Services

1390 East Lassen Ave.
Chico, 95973

Billing & Insurance FAQs

Find answers to frequently asked billing and insurance questions, for these categories:

Contacting Us

Who can I contact with billing questions?

You can contact a customer service representative with your billing questions. 

  • Send an electronic message via MyChart
  • Email billing.helpline@enloe.org
  • Call (530) 332-6300
  • Visit us in Person: 
    • Speak directly with the account representative who handles your account at Patient Financial Services, at the Enloe Lassen Campus, 1390 East Lassen Ave., Chico, Monday through Friday, 8 a.m. to 5 p.m., excluding most major holidays.
    • Talk with a patient access representative at Patient Registration, inside Enloe Medical Center, 1531 Esplanade, in Chico, Monday through Friday, 7 a.m. to 6 p.m., and Saturday, 7:30 a.m. to 3 p.m. Enter at 5th and Magnolia Avenues.

Where is Patient Financial Services located?

It is at the Enloe Lassen Campus, 1390 E. Lassen Ave. Chico, Calif., 95973. See a map.

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Paying a Bill

What are options for paying my bill?

You can pay in any of the following ways:

  • Online at www.enloe.org/billpay
  • By phone at (530) 332-6300, Monday through Friday 8 a.m. to 5 p.m.
  • In Person: You can pay in person at any Enloe site, however, if you have questions about your bill, it's best to use Patient Financial Services or Patient Registration.
    • Patient Financial Services, at the Enloe Lassen Campus, 1390 East Lassen Ave., Chico., Monday through Friday, 8 a.m. to 5 p.m., excluding most major holidays.
    • Patient Registration, at Enloe Medical Center, 1531 Esplanade, Chico, Monday through Friday, 7 a.m. to 6 p.m., and Saturday, 7:30 a.m. to 3 p.m. Enter at 5th & Magnolia Avenues.
    • Emergency Department, at Enloe Medical Center, 1531 Esplanade, Chico, Sundays, 7-11 a.m. Enter at 5th & Magnolia Avenues.

How can I apply for financial assistance?

Please contact one of our Patient Financial Services Representatives at (530) 332-6300, who will provide you with information and application forms for financial assistance. Read the Financial Assistance page for details on our Community Service Program and Discount Policy.

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Billing Statement Questions

Why am I receiving multiple bills from Enloe?

You will receive a separate billing statement for each hospital stay and for every outpatient visit. Patient Registration Services will issue a new account number for each visit. The account number is located below the patient name on the billing statement.

Physician charges such as Emergency Department, hospital-based physicians, cardiology or anesthesiology will be billed separately to your insurance plan and will be paid, separately. You will also receive separate statements from these physicians.

Clinics associated with Enloe Medical Center are defined as hospital-based clinics, and as such, Enloe will submit two bills to your insurance plan. One bill will be for the professional fees, and the other bill will be for the facility fee. A facility fee is a government-required hospital charge that includes nursing time, supply and equipment charges, resources required to coordinate care needs, transcription, and other overhead costs. This fee may increase the patient’s payment obligation but the additional expense is nominal and typically covered by supplemental insurance. Most insurance plans reduce the amount paid to the physician to help offset the amount paid to the facility.

What is included in my inpatient billing statement?

Your inpatient bill includes the hospital charges for all services you received during your stay. You will also receive two separate bills if you are hospitalized in an acute bed and then transferred to the Enloe Rehabilitation Center.

What is included in my outpatient billing statement?

Your outpatient billing statement lists the hospital services you received on each visit. If you had services at one of our clinics, it will include facility and physician fees.

I am receiving weekly/monthly treatment for a medical condition. What is included in my outpatient recurring billing statement?

Your monthly recurring outpatient billing statement lists the hospital services you received on each visit. Recurring outpatient billing statements retain the same patient account number for each month of your treatment. The following medical conditions are most commonly billed on a recurring outpatient billing statement: physical therapy, radiation therapy and infusion Therapy.

Why are you billing me for lab tests? I had my lab test at my doctor's office.

Your physician may draw lab specimens in their office. The physician does not usually process the lab tests. Lab specimens are processed at the hospital lab.

My HomeCare or Home Medical Equipment services were not included in my hospital billing statement. Why?

Although Home Care and Home Medical Equipment (HME) are part of Enloe Medical Center, these services are billed separately.

The charges on my billing statement are confusing. How can I get an explanation for these charges?

Our Patient Financial Services Representatives will be happy to assist you with your questions. You can reach us in any of these ways.

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Physician Billing Questions

Why am I receiving bills from physicians I did not see?

There are physicians that interpret your laboratory and radiology tests that do not schedule a patient appointment with you. Also, anesthesiologists and assistant surgeons provide services to you while you are in the surgical suite. These physicians are required to submit separate professional fee billing statements to you and your insurance company. If you have questions about these statements, please call the telephone number listed on each individual statement.

Are the physicians at Enloe contracted with my insurance carrier?

You should always contact your physician or your insurance carrier regarding insurance coverage questions.

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Insurance Questions

How does Enloe obtain my insurance billing information?

We use the insurance information you provided to us either prior to or at the time of your services. As a courtesy, we will submit your bill to your designated insurance carrier for payment. Please contact one of our Patient Financial Service Representatives at (530) 332-6300 if you need to update or change the information that you provided to us at the time of your registration.

Why am I receiving a bill when I expected my insurance to pay for everything?

Many insurance companies have a deductible, co-payment or out-of-pocket patient liability. Some also do not pay for items they consider your responsibility, or "convenience" items. Please contact your insurance company or your employer, or review your benefits booklet for more information on your individual insurance plan if your personal liability balance is larger than you expected.

Which insurance plans does Enloe take?

Enloe Medical Center and its affiliates are contracted with most major insurance carriers. For questions on specific plans please contact our Patient Financial Services Department at (530) 332-6300 or email us at billing.helpline@enloe.org.

To ensure prompt and accurate billing to your insurance company, please be sure to provide your insurance card at each visit.

What are resources if I don't have health insurance?

To increase the number of Americans with health insurance and cut the cost of health care, the United States government now requires that all residents have health insurance. In California, Covered California is the organization that helps people without health insurance get covered. Covered California is a marketplace that will help you to compare health insurance plans and buy the plan that works best for your family and budget. You will also be able to learn if you qualify for Medi-Cal or federal subsidy assistance. To learn more and enroll, visit Covered California at www.coveredca.gov.

Enloe Medical Center has certified enrollment counselors available to answer questions and assist patients with Covered California's online application if they are unable to navigate the application process.

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Other Questions

I am unhappy with some aspect of my treatment or my charges. Who can I speak with about this?

If you have a question about your patient care at Enloe, you may contact our Patient Experience Manager at (530) 332-7005 or contact Enloe Medical Center through our electronic form.

If you have questions about billing charges, send an electronic message via MyChart. You can also email billing.helpline@enloe.org or call (530) 332-6300 8 a.m. to 5 p.m., Monday through Friday, excluding some major holidays. Visit Patient Financial Services, at the Enloe Lassen Campus, 1390 East Lassen Ave., in Chico, 8 a.m. to 5 p.m. Monday through Friday, excluding most major holidays.

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VIEW VIDEOS

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    Drs. Voelker and Lobosky honored with 2014 Physician Legacy Award

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