Billing & Insurance

Frequently Asked Questions

The following is a list of frequently asked questions related to billing and insurance. Do not hesitate to contact one of our patient account technicians if confused about any part of your medical bill. Our patient account technicians are available to assist you Monday through Friday, 8 a.m.-4:30 p.m. at (757) 668 8931 and 5 p.m.-9 p.m. at (757) 668-7682.

When will I get my bill?

You should receive a bill approximately 15 days after payment has been received from your insurance provider. Children’s Hospital of The King’s Daughters will bill you for the part of the bill you must pay. It is usually called the copay, meaning the amount that your insurance states is the patient’s responsibility.

How do I know if my bill has been processed by my insurance company?

The insurance company will send you an explanation of benefit (EOB) after your claim has been processed. The EOB will list the amount that CHKD billed the insurance company and the amount the insurance company has paid on the claim. It may also list the contractual discount amount and the patient responsibility. If your claim is denied, the EOB will also explain the reason for denial.

I do not understand my bill. How do I know what has been paid and what is owed?

Please view our sample bill. It identifies each area of your bill, making it easy to find the information you are looking for.

Why am I getting more than one bill for the same visit?

The Patient Financial Services department at Children’s Hospital of The King’s Daughters bills for hospital charges related to your child’s stay, including your child’s room, equipment, medicines, laboratory and diagnostic testing. Children’s Specialty Group bills for physicians fees which include charges for each of the doctors and health professionals who treated your child. Medical Center Radiology bills for the professional fees associated with reading your child's X-ray.

What if my child does not currently have health insurance?

Please contact of our health benefit analysts to evaluate your child's eligibility for health insurance programs. Their office is located near the front entrance of the hospital and their office hours are Monday through  Friday 7 a.m.-9 p.m. You may also call them Monday through Friday, 7 a.m.-5 p.m. at (757) 668-7202 and 5 p.m.-9 p.m. at (757) 668-7682.

Can I set up a payment plan if I can’t afford to pay my bill all at once?

Yes, you can. CHKD will work with you to establish a payment plan to meet your needs. Please contact our health benefits analysts as they can assist you with determining your child's eligibility for health insurance and payment plan options. Health benefit analysts are available to assist you Monday through Friday, 8 a.m.-4:30 p.m. at (757) 668-7202 and 5 p.m.-9 p.m. at (757) 668-7682.

What if I can't pay my bill?

Depending on your family income, you may be eligible for a government insurance program, or discounted or free care from CHKD. Our health benefit analysts can help determine what assistance is available to you. Health benefit analysts are available to assist you Monday through Friday, 8 a.m.-4:30 p.m. at (757) 668-7141.

My account has been referred to a collection agency or collection attorney. How do I resolve this issue?

CHKD will refer accounts to collections only as a last resort from an inability to communicate with a family. We send bills out at regular intervals with escalating urgency to highlight the importance of contacting us. We also place phone calls to families in order to evaluate your financial situation. We offer appointments with our Health Benefits Analysts to discuss insurance eligibility, charity care and payment planning.

If we are unable to contact you after 4 months, we must send the bill to collections. We will still try to contact you to determine if you need assistance with payment for another 3 months. If after the 3 months we are still unable to contact you, your bill could be forwarded to a collection attorney. We view the collections process as a last resort and would much rather evaluate your situation and determine if payment assistance is needed.

Patient account technicians are available to assist you with this process Monday - Friday, 8am - 4:30pm, at (757) 668-7105 and 5pm - 9pm at (757) 668-7682. In the event that your account has been referred to a collection agency or attorney, we ask that you first contact the collection agency or attorney handling the account to make payment arrangements.