Frequently Asked Questions
- Which methods can I use to pay my bill (check, cash, credit card)?
- Why have I received two different bills for the same visit at Dartmouth-Hitchcock Medical Center?
- Why have I received two different bills for the same visit at Dartmouth-Hitchcock in Concord, Keene, Manchester or Nashua?
- There is a doctor's name on my bill I don't recognize. Why is this?
- Why am I receiving a bill for services conducted in Lebanon, when I was seen elsewhere?
- Why am I being billed when I have insurance?
- If my insurance company has a co-payment requirement, can I wait for Dartmouth-Hitchcock to bill me after my insurance processes?
- When is payment of my bill expected?
- What if I cannot pay my bill in full within 30 days?
- If I can't afford to pay the bill I receive, are there any options?
- If my insurance company has pre-certification, prior approval or notification requirements for specific services, am I responsible for completing this task?
- How is a charge set for my services?
- What is an Explanation of Benefits (EOB) or Explanation of Payment (EOP)?
- What is an average charge?
- If I have additional questions regarding my bill, who can I call or email?
A: Dartmouth-Hitchcock accepts payments made by cash, check, money order, or credit card. We accept the Visa, MasterCard, American Express, and Discover.
Payments may be made:
- By Mail: Use the return envelope that came with your billing statement to make a payment by check, money order or credit card.
- In-Person (at DHMC in Lebanon): Stop by our Cashiers Office to make a payment in person. The Cashiers Office is located on the Mall Level of the Medical Center.
- In-Person (in Concord, Manchester, or Nashua): You may make in-person payments at any of our registration desks.
- By Phone: Credit card and pay-by-check payments can be made by calling Customer Service.
- Online: Credit card and pay-by-check payments can be made by using your myD-H account.
- Automated payments: Credit card payments can be made by calling toll free (855)-407-8408 and choosing the appropriate service location.
Q: Why have I received two different bills for the same visit at Dartmouth-Hitchcock Medical Center (DHMC)?
A: DHMC has three billing entities: Mary Hitchcock Memorial Hospital (MHMH), the Dartmouth-Hitchcock Clinic (DHC), and the Dartmouth-Hitchcock Psychiatric Associates (DHPA).
The Hospital bills for the following:
- Technical services provided in Lebanon
Examples of technical services are: lab work, X-ray services, physical therapy, inpatient, and operating room services.
- Services relating to a doctors' office visit in Lebanon
Examples of doctors' office services are those visits with a doctor or care provider in their office.
The Clinic bills for the following:
- Doctors' services not related to an office visit.
Examples of services billed by the Clinic are: reading X-rays and pathology reports, inpatient daily care services, surgeon and anesthesiologist services, and doctors' office visit services provided at a regional office.
If you receive psychiatric services from Dartmouth-Hitchcock Psychiatric Associates (DHPA) you will receive a separate bill. For patient privacy, the billings for these services are handled by DHPA only. These bills cannot be accessed by MHMH or DHC. If you have questions about your bill, please call the phone numbers listed on the DHPA statement.
Q: Why have I received two different bills for the same visit at Dartmouth-Hitchcock in Concord, Keene, Manchester or Nashua?
A: Our doctors and health care providers often send various labs and pathology reports to Dartmouth-Hitchcock Medical Center for testing and review.
Because of this, you may get bills from facilities other than the one where you received your health care. In some cases you will get more than one bill.
- For laboratory services, you will be billed separately by Mary Hitchcock Memorial Hospital or another outside laboratory facility.
- For pathology services (pap smears, biopsies, etc.), you will be billed separately by Dartmouth-Hitchcock Medical Center Pathology Services, or another outside facility.
A: There are several reasons you may not recognize a doctor's name that appears on your bill. If the service being billed is for reading an X-ray or a pathology report, or for the doctor who gave you anesthesia, your bill will have the name of the doctor who performed these services. You may not have met with these staff people during your visit, but they are an important part of the medical team.
Another example of a name you may not recognize on your bill is the supervising staff doctor's name. While you might see a specific care provider during your visit, it is the supervising staff doctor's name that appears on your bill.
A: There are different types of services, such as reading lab tests or X-rays, that are performed by DHMC in Lebanon. The bills you receive are for those services requested by the doctor you saw at another site.
A: Many insurance companies have amounts which the patient must pay. These are called deductible, co-pay or co-insurance payments. If your insurance plan requires you to pay a deductible or co-insurance, the balance will be billed to you. If you have a question about why your insurance company did not pay part of a claim, you should call your health insurance company directly.
You may also receive a bill if your insurance company does not process our claims by their due date. If you receive a statement that does not show insurance processing, you should contact your insurance company to determine the reason for delay.
Q: If my insurance company has a co-payment requirement, can I wait for Dartmouth-Hitchcock to bill me after my insurance processes?
A: Dartmouth-Hitchcock expects co-payment amounts to be paid at the time of service. Please be prepared to pay your co-payment when you check in.
A: When you are contacted before your service to confirm insurance and address information, you will be told if there is deductible or coinsurance amounts that you will owe or if there are any outstanding balances for prior services. You will be given the opportunity to make payment or payment arrangements during the privacy of this call. You may also be told about any outstanding balance when you arrive for your appointment to make sure you know about the balance and give you the option to make payment arrangements. Payment in full is expected by the due date on your statement unless you establish a budget plan.
A: You should contact Customer Service to talk about a payment plan.
A: Dartmouth-Hitchcock is a charitable organization and has a Financial Assistance Policy. Your inability to pay for care should not prevent you from receiving medically necessary services. Learn more about our Financial Assistance Program or call (800) 368-4783 if you have questions.
Q: If my insurance company has pre-certification, prior approval or notification requirements for specific services, am I responsible for completing this task?
A: The specific requirements and responsibility for completing pre-certification or notification depend on several things:
- Contract agreements between Dartmouth-Hitchcock with your insurance company, or
- The requirements as defined by your insurance or employer group plan.
In many cases, Dartmouth-Hitchcock staff will assist with these requirements if we have a contract with your company. However, if you have questions about your responsibility for completing these requirements, you should contact your insurance company directly. You may have to pay a higher deductible or coinsurance amount if these steps are not completed.
A: In setting service charges, Dartmouth-Hitchcock considers the following:
- Costs to produce the service, incorporating both the incremental cost of each item to be priced and the fully loaded cost
- Marketing competitiveness, which encompasses both competitor prices and availability of services in the marketplace
- Reimbursement rates, which consider the amounts to be paid under health plan contracts
Various pricing methodologies are employed for our services based on the availability of cost information and the ability to measure resource consumption. More detailed pricing principles have been documented for Pharmacy, OR, Research, Ancillary Supplies, and Professional Fees. As D-H establishes new services, part of the comprehensive review includes setting prices for the program. Prices are reviewed for both appropriateness and reasonableness at least annually in conjunction with the budgeting process. Prices are reviewed on an ad hoc basis as issues or concerns are identified.
A: These are documents showing a detailed listing of how your insurance company processed your claim or bill. An EOB or EOP is mailed by your insurance company directly to you.
A: Charges can vary for the same type of service based on individual patient needs. The average charge listed is the mid-range charge for patients receiving the same care and treatment.
A: For DHMC (Lebanon) patients, call Customer Service Department at (800) 368-4783 or (603) 653-1047. If you are a Concord, Keene, Manchester, or Nashua patient, call at (800) 238-0505.
Manage Your Health Care with myD-H!
Communicate securely with your health care providers, request or change appointments, request prescription renewals, view your account and make payments online, review your medical record, and more. Learn more about myD-H.