Financial Policy

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Financial Policy

We understand that among the many stressors that come with needing medical care, the financial impact is one of the greatest. At Centra we want to do all we can to make the billing process as simple and painless as possible. As a result, we have a number of payment options to choose from and provide opportunities for financial assistance. If you need to discuss your bill with someone to better understand it or how to proceed with payment, call our customer service line at 434.200.3777 and choose option 6 or email billing.info@centrahealth.com

Pay My Bill

Pay My Bill
Pay My Bill

You can pay your bill online with our online bill pay portal. The bill pay portal will ask you to login using phone number or email, last name, and the statement number found on your bill. 

Pay My Bill Online

We trust your experience with the online account will be valuable and convenient!

Payment can also be made over the phone through our interactive voice response system (IVR) at (434) 200-3777, option #1, option #1. Our IVR system is available 24 hours a day 7 days a week for your convenience.

To speak to a live agent for payment assistance call (434) 200-3777 option #3.  The hours for customer service are Monday through Friday 8:30am – 5:00 pm.

Billing Policies

Billing Policies
Billing Policies

We understand that hospital bills and insurance claims can be confusing. We want to help you understand what Centra will do to assist you and how you can assist us.

For all of your  visits, Centra will do the following on your behalf .

Bills and Statements

  • File a claim to your insurance carrier on your behalf. If you have more than one insurance carrier, we will file up to two insurance carriers. We will provide you, upon request, with claim forms for you to file to additional insurance carriers.
  • Mail easy-to-read statements showing the most current balance owed by your insurance carrier or due from you. Statements will show the amount your insurance carrier paid and the remaining balance owed.

Account Information

  • Provide 24-hour access to your account through our online patient portal  and through our automated telephone system at 434-200-3777 option1.

Financial Counseling

  • Provide access to a customer service representative to answer billing questions. Customer service representatives can assist you with questions concerning insurance benefits, hospital charges, payment options and to apply for federal, state or financial assistance programs.
  • Provide access to a customer service representative who will help you determine if you qualify for Centra's financial assistance program, which can help uninsured and underinsured patients earning up to 400 percent of the federal poverty level with discounts from 55 to 100 percent.
  • Provide access to a hospital associate who speaks your language. If we can not provide a customer service representative who speaks your language, we will arrange for translation assistance.
  • Treat you with dignity and respect, regardless of your ability to pay.

In order to assist us in tmaking the billing process as simple as possible, you can help by doing the following on your end.  

Information about Billing Your Insurance

  • Provide us with complete insurance carrier or third party information upon registration, including insurance identification cards, driver's license or picture identification and any changes to your personal or insurance information.
  • Comply with any requirements of your insurance carrier, including submitting referral forms or completing coordination of benefits forms.
  • Respond promptly to requests from your insurance carrier. Your insurance carrier may need a response from you to resolve issues related to your insurance coverage. If payment is not received from your insurance carrier in 60 days, we may request assistance in obtaining payment, or we may bill you for the unpaid balance.

Questions About Your Bill

  • Call us if you have questions or concerns about your bill. Customer service representatives are available to assistance you by calling 434-200-3777 or 877-908-8707. For questions about your insurance coverage, check your health policy plan booklet or call the telephone number on your insurance card. Questions concerning physician bills should be directed to your physician office.

Payments

  • Payment of your hospital bill is ultimately your responsibility, with the exception of Medicare, Medicaid, CHAMPUS and worker's compensation services. Pay your portion of the bill promptly or within 21 days after you receive a bill. For your convenience Centra accepts cash, personal check, money orders, Visa, Mastercard and Discover.
  • Call us if you anticipate problems paying your bill. Customer service representatives can discuss payment alternatives and financial assistance options. Certain personal and financial information is required to apply for government or hospital financial assistance programs. Call customer service at 434-200-3777 or 877-908-8707, or send us an email.

Physician or Other Bills

  • Centra hospital bills do not include fees for physician services. You may receive more than one bill for your hospital or clinic visit. Several physicians or caregivers may have participated in your medical care, for which you should receive separate bills. Please contact these physicians or caregivers directly if you have any questions concerning their bill.

Payment Options

Payment Options
Payment Options

Centra offers several options to pay your bill. For your convenience, we accept personal checks, money orders, Visa, Mastercard, Discover and American Express. Returned personal checks will be charged a $30 administrative fee. Postdated checks are not accepted. Credit card payments can be made online. If payment by mail, please make check payable to Centra, write your account number on your personal check and mail it to:

Centra
PO Box 2496
Lynchburg, VA 24505-2496

If you are unable to pay the full amount owed, please call customer service at (434) 200-3777 or 877-908-8707. Besides payment in full, we offer the following programs:

Zero-interest installment program up to 6 months. All installment programs, other than payment in full, must be approved to keep your account from being considered past due.

Need more than 6 months to pay your bill? The ClearBalance® program is a zero-interest revolving credit account you can use to repay your medical bills with Centra Health*.

No application, no credit check, no annual fees, no prepayment penalties
Combine your family’s medical bills from Centra Health into one monthly payment
Easily add future balances from Centra Health

* Revolving credit accounts are offered by Western Alliance Bank, member FDIC. ClearBalance is a registered service mark of CSI Financial Services, LLC, which provides certain account servicing functions for the bank.

Financial Assistance Programs

Financial Assistance: We recognize that medical bills are often unexpected and can be a financial strain. Please contact customer service at (434) 200-3777 or 877-908-8707 if you cannot pay your bill in full and let us help you. Our customer service representatives can help you apply for financial assistance.

Worker's Compensation

Worker's Compensation
Worker's Compensation

Workers Compensation – A claim for which payment is made by an employer for medical services provided to an employee for an injury or illness occurring in the course of the individual's employment.

To verify the employer's responsibility for payment, it is recommended that the patient obtain an authorization from worker's compensation payment from the employer.

Centra will submit your workers' compensation claim directly to your employer, or other payer as directed by the employer. Your employer may require you to provide additional information regarding your injury or illness. Delays in providing this information can result in denial or reduction in benefits. Please respond promptly to these requests.

You may be responsible for payment of services your employer determines are not approved under workers' compensation. If you file an appeal through Virginia Workers' Compensation Commission, Centra will hold your claim pending the outcome. Centra will also submit your bill to your group insurance carrier if you provide the information.

If you have questions about your workers' compensation account and would like to contact a customer service representative, please send an email or call 434-200-3777 or 877-908-8707.

RESPONSIBILITIES OF AN INJURED EMPLOYEE:

Give notice to the employer as soon as possible.
File a claim with the Workers' Compensation Commission within two years from 1) the date of the accident or 2) the date the doctor diagnoses an occupational disease.
Select a doctor from a panel of three provided by the employer/carrier. Do not change doctors without employer/carrier permission or after a hearing by the Commission.
Seek and accept employment if released to light duty, and cooperate with "rehabilitation counselors."

TYPES OF INJURIES UNDER WORKERS COMPENSATION:

Employees are entitled to receive compensation for an "injury by accident" or an "occupational disease."

In order to be covered, an "accident" must:

Occur at work or during a work-related function.
Be caused by a specific work activity.
Happen suddenly at a specific time. (Injuries incurred gradually or from repetitive trauma are not covered, although certain diseases caused by repetitive trauma are covered.)

In order to be covered, a disease must:

Be caused by the work.
Not be a disease of the back, neck, or spinal column.

MINOR INJURIES:
If you suffered a minor injury at work, you should file a claim with the Commission within the time limits stated below if your injury requires additional medical treatment or results in time loss from work.


An employee must file a claim with the Workers' Compensation Commission within two years from the date of the accident or any right to benefits may be lost.

Claims for an occupational disease must be filed within two years from the date the doctor tells the employee the disease is work related, or five years from the date the employee was last exposed to the work condition causing the disease, whichever is sooner. (Certain diseases, such as asbestosis, byssinosis, silicosis and coal workers' pneumoconiosis have different limitation periods.)

If after returning to work, you are again disabled, you must file a claim within two years of the date for which you were last paid compensation under an award. (This is called a "change in condition.") Payment only goes back 90 days from the date of filing with the Commission.

Even if the employer has paid lost wages or provided medical care, it is still the employee's responsibility to file a claim with the Commission. If no claim is filed with the Commission or no award entered, the employer may stop paying medical expenses or wage loss at any time.

The employer or carrier may get information from the employee to send to the Commission, but this is not the filing of the employee's claim.

The employee must file a claim even if the employer filed reports with the Commission.

PROCEDURE IF CLAIM IS DENIED BY EMPLOYER:

The Workers' Compensation Commission makes the final decision whether the employer must pay for the injury or disease.

If the employer/carrier denies the claim or refuses to make certain payments, this does not mean you are not entitled to benefits. It only means that the benefits will not be voluntarily paid. The employee should then send a written request for a hearing to the Commission.

At the hearing, the employee must prove through testimony, witnesses and medical reports, that the injury or disease and disability were caused by the work. If the employee was released to light work, then the employee must submit evidence that he/she has actively sought work. This includes seeking employment at the pre-injury employer, registering with the Virginia Employment Commission and listing dates and places where applications for work were made.

The employee is entitled to have a lawyer at the hearing at his/her own expense. All attorneys' fees are subject to approval by the commission.

REQUEST FOR REVIEW

If you disagree with the written hearing opinion, you must notify the Commission in writing within 20 days after receipt of notice of such award that you are requesting a review of the decision.

Medicare Policies

Medicare Policies
Medicare Policies

Centra will bill Medicare for covered inpatient and outpatient services. Non-covered Medicare services will be billed to you. If you provided supplemental insurance at the time of service, it will be billed after Medicare payment is received. Centra requires supplemental insurance carriers to make payment within 90 days. Supplemental insurance balances on accounts older than 90 days will be billed to the patient.

For more information about Medicare visit www.medicare.gov

We bill Medicare for inpatient and outpatient services. Supplemental insurance will also be billed, at the patient's request, if information is provided at the time of service. Patients are responsible for any charges not covered by Medicare and/or supplemental insurance.

Medicare Deductible and Coinsurance Amounts for 2022:

Part A Inpatient Deductible: (pays for inpatient hospital, skilled nursing facility, and some home health care)

For each benefit period Medicare pays all covered costs except the Medicare Part A deductible (2022 = $1,556) during the first 60 days and coinsurance amounts for hospital stays that last beyond 60 days and no more than 150 days. For each benefit period you pay:

Daily Coinsurance for 61st - 90th Day = $389.00 per day
Daily coinsurance for lifetime reserve days = $778.00 per day

Note: You have 60 Lifetime Reserve Days available at day 91

Part B Outpatient Deductible: (covers Medicare eligible physician services, outpatient hospital services, certain home health services, durable medical equipment)

$233.00 per year. (Note: You pay 20% of the Medicare-approved amount for services after you meet the $233.00 deductible.)

Skilled Nursing Facility Co-insurance

Days 1 - 20 Medicare Covers
Days 21 - 100 $194.50 per day

In addition to your deductible, you may be liable for co-insurance.

Additional information regarding Medicare can be found on the Medicare Frequently Asked Questions page.

Blue Cross Blue Shield Policies

Blue Cross Blue Shield Policies
Blue Cross Blue Shield Policies

Centra bills all Blue Cross Blue Shield (BCBS) plans for inpatient and outpatient services provided all billing information is given at time of registration or admission. Please verify your BCBS information is correct including policy number and contact a customer service representative with any corrections or changes. You may also submit changes online using the Update Insurance function on this site in the My Account section. Note that you must be logged in to access this function.

Patients are encouraged to respond promptly to all requests from BCBS. Failure to comply with BCBS requirements may result in a partial or complete insurance denial. Balances denied by BCBS as patient responsibility will be billed to the patient.

Certain BCBS plans require annual deductibles be met before benefits are applied. The deductible is an annual expense that you must pay before your insurance benefits can begin. Coinsurance is the portion of the total bill that is the patient/guarantor's responsibility. After BCBS processes your claim and payment is received, we will mail you a statement. Please pay your balance owed promptly.

For questions or assistance regarding your account, please contact customer service at 434-200-3777 or 877-908-8707, or send us an email at billing.info@centrahealth.com

Commercial / Managed Care Insurance Policies

Commercial / Managed Care Insurance Policies
Commercial / Managed Care Insurance Policies

Centra bills all insurance carriers for inpatient and outpatient services. If the insurance carrier is a PPO or HMO, in-network benefits will apply for plans contracted with Centra. Please see Contracted Managed Care Plans listed below.

Complete billing information required by the insurance carrier or employer must be provided at the time of registration or admission. Please verify your insurance carrier information and contact customer service with any corrections or changes. To contact customer service, call 434-200-3777 or send email to billing.info@centrahealth.com. You may also update your insurance information online.

Patients are encouraged to respond promptly to all requests from the insurance carrier. Failure to comply with insurance carrier requirements may result in a partial or complete insurance denial. Balances denied by the insurance carrier as patient responsibility will be billed to the patient.

Certain insurance plans require annual deductibles be met before benefits are applied. The deductible is an annual expense that you must pay before your insurance benefits can begin. Coinsurance is the portion of the total bill that is the patient/guarantor's responsibility. After your insurance processes your claim and payment is received, we will mail you a statement. Please pay your balance owed promptly.

If your insurance carrier has not made payment within a reasonable period of time, usually 60 days after billing, and has not responded to our attempts to resolve payment matters on your behalf, the balance owed may become your responsibility.

For questions or assistance regarding your account, please contact customer service at 434-200-3777 or 877-908-8707, or send us an email at billing.info@centrahealth.com

Contracted Managed Care Plans

Centra will bill your primary and secondary insurance carrier for inpatient and outpatient services. Many insurance plans require approval before services can be performed. Before your visit, review your health plan booklet or call your insurance company to clarify your specific policy plan benefits and requirements.

Below is a list of insurance carriers that Centra is contracted with or accepts assignment from:

Commercial

  • Aetna
  • Anthem Blue Cross Blue Shield VA (All products)
  • Anthem Healthkeepers HMO
  • Cigna
  • Optima
  • Piedmont Community Health Plan (PCHP)
  • United Healthcare

Behavioral Health Services

Aetna Behavioral Health

  • Aetna Better Health
  • Anthem Blue Cross Blue Shield VA
  • Anthem Healthkeepers
  • Cigna Behavioral Health
  • Magellan
  • Piedmont Community Health Plan (PCHP)
  • Sentara Behavioral Health Services
  • Optum Behavioral Health

Government

  • Medicaid
  • Medicare
  • Medicare Railroad
  • Optum VA CCN
  • Tricare
  • US Department of Labor

Medicare Advantage (Medicare Replacements)

  • AARP Medicare Complete Plan
  • Anthem Medicare Replacement
  • Humana PPO, PFFS, HMO
  • Optima Medicare Replacement
  • United Healthcare Medicare Replacement

Medicaid Replacement

  • Aetna Better Health
  • Anthem Healthkeepers Plus
  • Optima
  • Virginia Premier

Commonwealth Coordinated Care (CCC Plans)

  • Aetna Better Health (CCC Plus)
  • Anthem Healthkeepers (CCC Plus)
  • Molina Complete Care (CCC Plus)
  • Optima Community Care (CCC Plus)
  • United Healthcare Community Plan (CCC Plus)
  • Virginia Premier Elite (CCC Plus)

Financial Assistance and Discount Programs

Financial Assistance and Discount Programs
Financial Assistance and Discount Programs

Centra is committed to providing Excellent Care Every time with dignity, compassion and respect. In order to serve those who may not have health insurance or other means to pay for their care, Centra Health offers a comprehensive program of financial assistance. Reflecting our promise of advanced medicine and extraordinary care, this program provides generous financial assistance for those who meet certain eligibility requirements.

These financial assistance policies and programs are designed to balance a need for financial assistance with Centra Health's responsibility to maintain financial viability so that we may continue to serve the community.

  • Government Programs - Centra Health participates in several governmental assistance programs such as Virginia Medicaid, Victims of Crime and Vocational Rehabilitation. Assistance is available to help patients in identifying eligibility for these programs. If you would like information regarding these programs, please contact a customer service representative at (434) 200-3777, option 6.
  • Financial Assistance Programs – Patients who need help in meeting their financial obligations for the healthcare services they receive at Centra Health may apply for financial assistance. Those who meet the criteria and are financially unable to establish the minimum payment required for services provided by Centra are strongly encouraged to contact a customer service representative.
     

You may download Centra’s Financial Assistance Policy for more information by clicking one of the following links:

Centra FAP Covered Physicians and Providers
Centra FAP Non-Covered Physicians and Providers

Eligibility for financial assistance or charity care that is provided without expectation of payment is for families whose income is at or below 200% of the federal poverty level set forth by the Department of Health and Human Services. Families with income between 200% and 400% qualify for sliding scale discounts that range from 35% to 90%. To apply, contact customer service at (434) 200-3777, option 6, or complete one of the attached Financial Application and mail it to the address indicated.

Financial Application - English
Financial Application - Spanish
Financial Application - Chinese

For reference, the chart below shows eligibility criteria for charity care and discounts based on family income.

 

FAQ

FAQ
FAQ

How do I view my account information and manage my account online?

To view your account information, you must enroll in Centra Online Patient Account Manager by entering your account number and the patient's date of birth on the enrollment page. Creating a username and personal password for the account will ensure that only you can securely access your account information.

Can another family member access my online account?

A family member can access your account only if you provide that person with your username and password. If two family members are responsible for payment of an account, then each person will have to enroll separately.

Can I contact the hospital Patient Accounting office through e-mail?

Yes, you may e-mail the Patient Accounting office 24 hours a day, seven days a week with questions by clicking on Contact Us in the top right-hand corner of this page. A customer service representative will reply to your message during normal business office hours, 8:30am - 5:00pm, Monday through Friday.

Do I need to enroll in order to use resources, such as the glossary, tips, etc.?

No, the above resources are available to you 24 hours a day, regardless of your enrollment. Enroll only if you would like to access account information or track insurance payments

Will I be able to view and pay my physician bills from the online account manager?

Yes, you can pay your Centra physician bill online.

What types of electronic payment methods can I use?

You can make your payment electronically via credit card, (Visa, Master Card, Discover or American Express) debit card or electronic check.

Can I print a payment stub and send it with my payment instead of paying electronically?

Yes, you have the option to print a payment stub and send it with your check or credit card information to Centra. Just click the 'Pay by mail' option on the 'Make Payment' page.

Do I have to stop at Registration every time I visit the hospital?

Yes, this way Centra is able to verify your personal and insurance information for each patient visit. An exception to this is for patients receiving certain ongoing services, including physical therapy, speech therapy, radiation therapy, etc.

Note: If your services are related to a work or accident injury, please notify us during registration.

Registration associates can provide you with directions to all of your scheduled appointments.

Who can I talk to with questions about my bill?

Customer Service Representatives are available to help you via email or over the telephone and will respond to your inquiry regarding your bill as soon as possible. For Centra's contact information, please select the 'Contact Us' option included on the website.

Will you bill my insurance plan for me?

Yes, Centra will bill your health plan. Please provide any information that your insurance company (accident information, claim forms, co-ordination of benefits information, pre-existing condition information or other health insurance information) has requested. Insurance claims are generally paid four to six weeks after the claim is filed.

Why did I receive more than one bill?

If you receive more than one bill, please review them carefully. You may have received a bill(s) from the physician(s) who saw you at the hospital or read your test results. Physicians send bills for their services separately from the hospital. If you have questions about a bill you have received, please call the telephone number on the bill.

It has been several weeks since my hospital visit. Why haven’t I received a bill?

Centra bills the health plan on file first. Once your insurance has paid their portion, any remaining amount will be billed to your second insurance or to you. Depending on how quickly your insurance carrier processes your claim, it may take several weeks for you to receive a bill.

How do I know that the amount you are billing me is the correct amount?

Once your health plan pays their portion of the bill, they will send you an explanation of benefits (EOB) to show how the claim was paid. You can compare the EOB to the statement sent by the hospital. How your insurance paid your claim is based on your benefits and their contract with Centra. If you feel your insurance should have paid a different amount, please contact them directly for resolution.

I gave my insurance information to my doctor, why don’t you have it?

Physicians maintain their own patient information. Also, your benefit coverage may be different for physician services than it is for hospital services. For these reasons, physicians and the hospitals retain separate insurance information.

How can I check with my insurance company to make sure they will cover the services I received?

A customer service telephone number is listed on most health plan ID cards. Before you call, have available your insurance card, dates of service, hospital name, the original billed amount, patient name and claim number, if applicable. Remember to write down the name of the person you speak to at the health plan. If your claim has not been paid, ask what is needed for the claim to be paid. Other key questions you should ask the health plan’s customer service representative include:

Have you received the hospital’s claim for these services?
Am I covered for these services?
When will you pay the hospital for these services?
Note: If the bill is not paid in the stated timeframe, check with the health plan again and, if necessary, request to speak to a supervisor.
What portion of this claim will I be responsible for paying?
What is the status of the account?
Note: If paid, ask for the date it was paid, the check number, to whom it was paid and the mailing address of the check.

How do I know if my health plan will cover my hospital visit or certain services?

Check with your health plan or your employer regarding any pre-certification requirements prior to receiving health care services as coverage varies with each plan. The hospital staff will most likely not know whether your insurance company will cover a particular service.

How can I pay my portion of my bill?

We offer several payment options:

Make an online payment using your MasterCard, VISA, DiscoverWir, American Express or debit card by selecting the Pay My Bill link.
Pay by credit card using our automated phone system by calling the number on your statement.
Mail your check or money order payable to Centra and include your account number. Mail the payment to the address included on your statement.

If payment in full is not possible, payment arrangements may be made by contacting a customer service representative at 434.200.3777 or 877.908.8707.

What is a deductible or co-payment?

A deductible is the amount that you must pay before your health plan begins to pay for your bills. Typically, a deductible is a flat dollar amount ($250.00 or $500.00.) If you have a $250.00 deductible, your health plan should pay all of the covered charges EXCEPT the first $250.00, which is your responsibility to pay. A co-payment is a flat amount due for each visit to a provider. A co-insurance is generally a percentage of covered charges.

Should I pay my co-payment at the time of service?

Yes, you are expected to pay your co-payment when services are provided.

What will I owe after insurance has paid?

The amount you owe can be found in the Account Summary section on the left side of your statement. If your health plan has paid part of your claim, the statement will identify the amount paid and the amount you owe. Your health plan also indicates the amount you are responsible for on the Explanation of Benefits (EOB) form provided.

Why do I have to give you information about other insurance if I have Medicare coverage?

Medicare requires hospitals to bill any health plan that could have responsibility for your expenses before Medicare is billed. In fact, Medicare will not allow Advocate to file a claim for payment until the other insurer (or primary payer) has paid or denied the claim. For example, if you were injured in a car accident, at your worksite, or on someone else's property, it is the hospital's responsibility to make sure your claims are filed appropriately to the accident insurance plan, before it is submitted to Medicare. Consequently, Centra needs to have information about the insurance coverage you have.

How long will it take my account to be resolved?

Each insurance carrier is different, but we generally expect full payment from the carrier within 45 days of billing. If your insurance carrier has not paid the claim in this period of time, we may send you a notification of their non-payment and request you assist by calling them to prompt payment.

How can I receive a copy of my itemized bill?

Centra will gladly provide patients with an itemization of charges. Requests can be made by calling our automated telephone system at 434-200-3777 option 1 which is available 24-hours or by calling a customer service representative at 434-200-3777 or 877-908-8707. If requesting by mail, please send to:

Centra
PO Box 2496
Lynchburg, VA 24505
Attn: Customer Service