Answers to Billing Questions

You’ll be charged “medical fee(s)” – these pay for the cost of delivering your service. Carle Health has created a “standard fee schedule” of costs, based on costs at similar places (and for similar things) around the country. Carle Health isn’t forced to accept less money than what they bill you – you’ll be responsible for paying any unpaid amounts.

You might see two different types of fees on your bill. “Facility fees” are the costs charged by the hospital. “Professional fees” are the costs charged by the doctors (and other professional medical providers who care for you). What may look like a double/repeated charge on your bill is actually correct – one is the “facility fee,” and one’s the “professional fee.”

This type of billing is called “provider-based billing.” It’s used nationwide in many healthcare systems like ours. 

Please call your insurance company before your visit/procedure. They can help answer your questions. You can usually find their phone number on your insurance ID card.

If there is a change in your name, address or insurance information, please call us right away at (888) 71-CARLE, (888) 712-2753.

Call us at (888) 71-CARLE, (888) 712-2753; visit one of our Patient Financial Services locations; or use our online tool. Learn more here.

Carle Health offers a number of options to help you pay your healthcare bills, including convenient payment plans and free or discounted care.

Read about our Financial Assistance Program at carle.org/FinancialAssistance or call us at (888) 71-CARLE, (888) 712-2753 for more information.

Still have questions? Call us Monday through Friday from 8 a.m. to 5 p.m. at (888) 71-CARLE, (888) 712-2753. We’re happy to help.

Not all Carle Health locations, groups and businesses share the same billing system. Because of this, you’ll get separate bills/statements for charges from: Carle Medical Supply; Arrow Ambulance; Home Infusion; Carle Health Methodist, Pekin and Proctor hospitals and associated clinics (for services provided before 12/2/23); the Carle Extended Business Office; or other third-party agencies. Also, you’ll receive separate bills/statements for each “guarantor” (person legally responsible for paying the medical bills) in your household. For questions, please call the phone number that’s on the bill/statement.

You’ll get a statement every 28 days. You’ll keep getting statements until the account’s self-pay balance reaches a $0.00 balance or is forwarded to a third-party agency.

How will I know I've received an electronic bill/statement?
Your "e-statement" will be delivered to you in multiple ways. First you will receive a text message alerting you that a new statement is ready. You will also receive an email with a link to view the statement and make any payments. If you do not receive either communication, or are unable to access your statement, you will then be mailed a paper statement for your records. This will all happen automatically so you will never have to worry about missing a statement. 

When will I receive my e-statement?

You’ll get your next e-statement on the actual statement date – you won’t have to wait days for it in the mail because it’s sent to you electronically. We send statements on a regular cycle.

Yes, all of your personal information is safe, protected and encrypted. 

If your email address changes, you need to update your email address with us so we can send all future messages to your new email. To do this, log into your MyCarle account and click 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. 

If any questions come up, please log into your MyCarle account and look at the "Contact us" section on the right side of your screen – here you’ll find the contact information to best reach us.

When signing into MyCarle, click on the "Forgot password?" link under the password box. You’ll be asked to enter your username, and then you’ll get an email sent to you. This email will have a link to reset your password.

The statement lists the total balance due. But if you have a payment arrangement with Carle Health, you only need to pay that amount at this time, not the total balance that’s listed.

If any of your charges are paid for in full, they’ll not show up on your statement any more. But you can always log into your MyCarle account to double-check your recent payments.

The “guarantor” (the person legally responsible for paying the medical bills) is held responsible for payments for all charges for the medical services received.

Balances must be paid in full by the due date on the first statement.

The guarantor is also responsible for any charges that are “pending” (waiting action) from the insurance company.

Copayments, coinsurance and deductibles – costs that the guarantor themselves pays out of their own pocket, based on the specifics of their insurance plan – are due to Carle Health at the time you receive your medical service, even though some charges may still be pending with your insurance company.

If you don’t want to pay online, you can mail your payment – along with your statement top – to the payment address that’s listed on your statement.

You can also pay in person – at the time of your medical service – at the registration desk or kiosk.

Or you can make an easy payment by phone, 24/7, by calling (888) 71-CARLE, (888) 712-2753.

Carle Health accepts cash, check, money order, and debit or credit cards (Mastercard, Discover or Visa).

Carle Health offers automatic payment plans – where we can deduct your payment automatically from your checking or savings accounts, or from a qualified debit or credit card – for the statement you’ve most recently received. Note: New charges/balances you get after you set up the automatic payment are not included; you’ll probably need to set up a new automatic payment for these.

To use an automatic payment plan, you must pay at least a certain amount every month. There are also time limits for how long you get to pay off the entire balance.

You can’t set up an automatic payment plan if you don’t have an email address.

Automatic payment plans will not guarantee the withholding of an account from placement with a third-party agency. A declined payment may qualify the account for placement with a third-party agency.

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

Yes. We can transfer your overpayment to an open balance you have on another Carle Health account. If you don’t have any open balances or charges that need paying, we’ll send you a refund for your overpayment.

Yes. You can pay online by logging into your MyCarle account. You can also make a one-time payment on the Pay My Bill page.

Full payment for your charges is expected at the time of your medical service or when you get your bill/statement. If you can’t pay the full amount due, you may qualify for a monthly payment arrangement.

Call us at (888) 71-CARLE, (888) 712-2753 to talk about a payment arrangement. Please know that certain services might not qualify for a payment arrangement, and that even if you set up an arrangement, it can be reviewed, changed or ended by Carle Health later on. Also, a missed payment can qualify the account for placement with a third-party agency.

No. Carle Health will split your payment across all your balances that are due.

“Provider-based status” is a national model of practice for healthcare systems, like Carle Health, that include both hospitals and doctors’ offices. Put simply, it means that doctors’ offices are labeled as departments of the hospital. One of the pluses of having provider-based status is being able to participate in the 340B Drug Pricing Program (see more below).

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

Why does Carle Health use “provider-based status” and “provider-based billing”?

This helps us continue to meet the healthcare needs of our communities, now and into the future. It makes sure we get fair payment amounts for the medical services we provide and it lets us take part in a drug-pricing program run by the government (see more below), which helps us lower the total cost of care.

By using the “provider-based” model, Carle Health is ensuring it can keep providing charity care and community benefit programs for those who need it most – and keep bringing the highest level of care to our communities for years to come.