Billing: Frequently Asked Questions
We understand that medical billing issues can sometimes seem complicated and confusing. Affinity’s Patient Business Services department will answer your questions and help you understand your bill.
Who do I call with questions about my Affinity bill?
Call the Affinity Health System Customer Service department at (920) 628-9000 for help. Customer Service representatives are available Monday, Wednesday, Thursday and Friday 8 a.m. to 4:30 p.m. and Tuesday 9 a.m. to 4:30 p.m.
I misplaced my billing statement (or return envelope). Where should I send my payment?
If your bill came from Affinity Medical Group, please mail payment to:
Affinity Medical Group
P.O. Box 1047
Neenah, WI 54957
If your bill came from Mercy Medical Center, please mail payment to:
Mercy Medical Center
P.O. Box 8039
Appleton, WI 54912
If your bill came from St. Elizabeth Hospital, please mail payment to:
St. Elizabeth Hospital
P.O. Box 8006
Appleton, WI 54912
If you know your account number, please write it on your check. This ensures your payment is promptly applied to your account. If you do not know your account number, please call the Affinity Health System Customer Service department at (920) 628-9000 before mailing your payment, and they will be happy to provide your account number.
Can I pay my bill online?
Yes, patients now have the ability to quickly make a payment securely online. At the top of the Affinity home page, you will now see the option, “QuickPay.” In order to use this feature, it will be necessary for you to enter your “MyEasyMatch” code from your paper statement, the dollar amount from your statement, and your e-mail address for your payment confirmation code. Once you click “continue” you will be prompted to enter your credit card or debit card number. If you do not have an e-mail address you can print the confirmation code once it is displayed.
How can Passport 55 help me cut through Medicare and other insurance red tape?
Figuring out medical bills and insurance questions can be frustrating, but you don’t need to fight through the piles of paperwork alone. Affinity Health System’s Passport 55 program helps adults age 55 and older in Northeast Wisconsin take control of their medical questions. Call (920) 223-0482 for more information.
What if I am unable to pay my entire balance today?
We understand that medical bills are sometimes unexpected, which can strain family budgets. For your convenience, Affinity accepts debit cards and credit cards, including MasterCard, Visa, Discover and American Express.
Affinity also offers credit representatives who can help you make payment arrangements when you are not able to pay your entire bill. Our credit representatives will be glad to discuss the following:
- Interest-Free Financing
This plan allows patients to pay their bills in ten equal monthly payments. For balances of $250 or less, we require a minimum monthly payment of $25.
- Extended Payment Plan
This plan extends the payment period beyond ten months at a preferred interest rate, through an outside billing service.
- Affinity Care financial assistance program.
Credit representatives are available from 8 a.m. to 4:30 p.m., Monday through Friday, at (920) 628-9670 for questions about billing statements.
Does Affinity Health System provide free care to those in need?
(What if I'm unable to meet Affinity's payment terms listed above?)
Affinity Care is a financial assistance program available to patients who are unable to pay for medical care. Affinity Health System offers Affinity Care to patients in Northeast Wisconsin because we believe all patients deserve high-quality health care, regardless of race, creed, color, gender, national origin, age, sexual orientation, handicap or ability to pay. Through the Affinity Care program, you may qualify for a reduction on yor balance due to Affinity Health System. We will also help you make payment arrangements to cover the rest of your costs. For more information, call (920) 628-9670 or (1-866-832-1120 toll-free).
What happens if my doctor says I need to be hospitalized, but I don't have insurance?
Affinity Health System offers uninsured patients help from a Patient Advocate. The Patient Advocate will help you determine if you are eligible for any federal, state, local or private programs that help with the cost of hospital care. They can also help you with questions about social security disability, Medicaid and Badger Care eligibility, veterans’ benefits and more.
If the Patient Advocate is unable to help you find some type of care coverage, she will explain our Affinity Care program and get you started on the application process.
Contact an Affinity Patient Advocate at (920) 738-2027.
What is the difference between a preventive visit and an office visit?
Office visits are visits to the doctor for a specific problem. An office visit includes a problem-oriented history, exam and doctor’s recommendations.
Preventive visits are routine visits that evaluate a patient’s health. Visits include counseling, risk factor education and a doctor’s recommendation of appropriate next steps.
Which questions should I ask my insurance company?
If you have questions regarding your health insurance coverage, your best resource is your insurance company. It’s important to make sure you understand your insurance coverage before you receive treatment.
Here are some typical questions about insurance coverage:
- Is this type of provider or service a covered benefit of my plan?
- Do I need a referral for this visit?
- Do I need prior authorization for this service?
- Is my routine/preventive visit a covered benefit? If yes, is there a maximum dollar amount on the policy?
Are there out-of-pocket expenses I am responsible for? To what services do they apply?
- What are “usual and customary” differences?
- Do I need to submit mental health claim to a different address?
Why am I getting a statement from the clinic when I don't owe anything?
If we are awaiting response on charges billed to your insurance company, we will send you a statement. The statement lets you know the status of all charges pending, and helps you know how long your insurance company takes to process your claim. Most claims take less than 30 days, so if you received service more than 45 days ago you may want to contact your insurer to ask about the delay.
Why do I get a return envelope with my statement, when there is no balance due from me?
In order to keep processing costs as low as possible, Affinity Health System partners with an outside vendor for statements. The vendor receives our statements electronically and prints, folds, stuffs and mails them. Their automated process inserts a return envelope in every outgoing statement. Sorting the statements to include an envelope only in statements with a balance due would be much more expensive than sending envelopes to everyone. We encourage you to re-use or recycle unneeded envelopes.