Frequently Asked Questions About Billing

For answers to some of your questions about billing, please refer to the information below.

Q: Which methods can I use to pay my bill (check, cash, credit card)?

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A: We accept payments made by cash, check, money order, or credit card. We accept 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 Dartmouth Hitchcock Medical Center in Lebanon): Stop by our Cashiers Office to make a payment in person. The Cashiers Office is located on the Main Mall, Level 3 of the Medical Center.
  • In-person (at Dartmouth Hitchcock Clinics in Concord, Manchester, or Nashua): You may make in-person payments at any of our registration desks.
  • In-person (at Cheshire Medical Center): You may make in-person payments at our Cashier’s Desk, next to registration in our main lobby.
  • In-person (at New London Hospital or Newport Health Clinic): You can make an in-person payment at Central Registration
  • By phone: Credit card payments can be made by calling Customer Service.
  • Online: Credit card payments can be made by using your myDH account or use the guest sign in if you do not have an account.
  • Automated payments: Credit card payments can be made by calling toll free 1-844-808-0730 and choosing the appropriate service location.


Q: There is a doctor's name on my bill I don't recognize. Why is this?

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 your care 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.


Q: Why do I see charges for services conducted in Lebanon, when I was seen in a different location?

A: There are different types of services, such as reading lab tests or X-rays, that are performed by Dartmouth Hitchcock Medical Center and Clinics providers located in Lebanon who help support other Dartmouth Health locations or other facilities.


Q: Why am I being billed when I have insurance?

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 Health to bill me after my insurance processes?

A: Dartmouth Health providers expect co-payment amounts to be paid at the time of service. Please be prepared to pay your co-payment when you check-in.


Q: When is payment of my bill expected?

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 upon receipt of your statement unless you establish a budget plan.


Q: What if I cannot pay my bill?

A: You should contact Customer Service to talk about a payment plan.


Q: If I can't afford to pay the bill I receive, are there any options?

A: Dartmouth Health is made up of charitable organizations and has a shared 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 1-844-808-0730 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:

  1. Contract agreements between Dartmouth Health providers and facilities with your insurance company, or
  2. The requirements as defined by your insurance or employer group plan.

In many cases, Dartmouth Health 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.


Q: How is a charge set for my services?

A: In setting service charges, Dartmouth Health 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 we establish 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.


Q: What is an Explanation of Benefits (EOB) or Explanation of Payment (EOP)?

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.


Q: What is an average charge?

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.


Q: If I have additional questions regarding my bill, who can I call or email?

A: Call Customer Service Department at 1-844-808-0730.