Medical Bill Assistance and Payment

We ask that payment is made at the time of service. If you are able to pay your copay or other charges related to your visit, you will be asked to do so at your appointment. This includes payment on an existing account balance.

Do you have a Norton MyChart account? Norton MyChart is a free, secure online portal with a mobile app, where you can communicate with your providers, schedule and check in for appointments, view your account and medical records, and much more. Ask us if you need help signing up or learning more about Norton MyChart.

Norton Healthcare’s billing information center allows you to securely pay your bill online with a credit card or debit card.

If you have questions about your bill, call Norton Healthcare’s customer service line at (502) 479-6300 or (800) 874-3979.

Payment Plans

Health care is often an unexpected cost. If you need more time to pay your bill, Norton Healthcare offers the ability to make smaller payments over many months. You can set up a plan to pay over six months at 0% interest at the time of your appointment, by calling customer service at  (502) 479-6300 or (800) 874-3979 or by using your Norton MyChart account.

If you need more than six months, call our customer service line to set up an account with ClearBalance patient financing. If you have already have set up an account with ClearBalance Healthcare, you can access details in the “Billing” section of your Norton MyChart account.

Financial Assistance

If you qualify for financial assistance, any emergency or medically necessary care may be free or discounted. For more information, visit the Financial Assistance Program page or call Norton Healthcare Customer Service at  (502) 479-6300 or (800) 874-3979.

Hospital/Physician Billing Information

Whether it is a hospital, physician, or other Norton Healthcare or Norton Children’s bill you can: ask questions about your account, request an itemized statement, update your address and insurance. You also can request a price estimate specific to a hospital procedure.

Contact Hospital/Physician Billing

Your Rights and Protections Against Surprise Medical Bills

When you get emergency care or get treated by an out-of-network provider at an in-network hospital or ambulatory surgical center, you are protected from surprise billing, or balance billing.

What Is ‘Balance Billing’ (Sometimes Called ‘Surprise Billing’)?

When you see a doctor or other health care provider, you may owe certain out-of-pocket costs, such as a copayment, coinsurance, and/or a deductible. You may have other costs or have to pay the entire bill if you see a provider or visit a health care facility that isn’t in your health plan’s network.

“Out-of-network” describes providers and facilities that haven’t signed a contract with your health plan. Out-of-network providers may be permitted to bill you for the difference between what your plan agreed to pay and the full amount charged for a service. This is called “balance billing.” This amount is likely more than in-network costs for the same service and might not count toward your annual out-of-pocket limit.

“Surprise billing” is an unexpected balance bill. This can happen when you can’t control who is involved in your care—like when you have an emergency or when you schedule a visit at an in- network facility but are unexpectedly are treated by an out-of-network provider.

You are protected from balance billing for:

Emergency Services

If you have an emergency medical condition and get emergency services from an out-of- network provider or facility, the most the provider or facility may bill you is your plan’s in- network cost-sharing amount (such as copayments and coinsurance). You can’t be balance billed for these emergency services. This includes services you may get after you’re in stable condition, unless you give written consent and give up your protections not to be balanced billed for these post-stabilization services.

Certain Services at an In-network Hospital or Ambulatory Surgical Center

When you get certain services from an in-network hospital or ambulatory surgical center, certain providers there may be out-of-network. In these cases, the most those providers may bill you is your plan’s in-network cost-sharing amount. This applies to emergency medicine, anesthesia, pathology, radiology, laboratory, neonatology, assistant surgeon, hospitalist or intensivist services. These providers can’t balance bill you and may not ask you to give up your protections not to be balance billed.

If you get other services at these in-network facilities, out-of-network providers can’t balance bill you unless you give written consent and give up your protections.

You’re never required to give up your protections from balance billing. You also aren’t required to get care out-of-network. You can choose a provider or facility in your plan’s network.

When balance billing isn’t allowed, you also have the following protections:

• You are only responsible for paying your share of the cost (like the copayments, coinsurance and deductibles that you would pay if the provider or facility were in-network). Your health plan will pay out-of-network providers and facilities
• Your health plan generally must:
  • Cover emergency services without requiring you to get approval for services in advance (prior authorization).
  • Cover emergency services by out-of-network
  • Base what you owe the provider or facility (cost-sharing) on what it would pay an in-network provider or facility and show that amount in your explanation of benefits
  • Count any amount you pay for emergency services or out-of-network services toward your deductible and out-of-pocket

Understanding Cost in Advance (Uninsured or Self-pay)

If you’re uninsured or self-pay (insured but not planning to use your insurance to pay for your care), health care providers and facilities must give you a good faith estimate before you get care. If after getting your bill you realize that any of your providers or facilities billed you for an amount that’s $400 or more than what is on your good faith estimate, you can use a new dispute resolution process to request that an independent third-party, called a dispute resolution entity, review your case and determine an appropriate payment. This process is referred to as “patient-provider dispute resolution.” The dispute resolution entity will review the good faith estimate, your bill, and information submitted by your provider or facility to determine whether you should pay the amount on your good faith estimate, the billed charge or an amount in between the two. There’s a $25 non-refundable administrative fee to start this process.

If you believe you’ve been wrongly billed, you may contact the Centers for Medicare & Medicaid Services (CMS) to file a complaint by calling (800) 985-3059. Or visit CMS.gov for more information about your rights under federal law.

This process is referred to as “patient-provider dispute resolution.” You’re eligible for the patient-provider dispute resolution process only if your bill from an individual provider or facility is at least $400 more than the total expected costs on the good faith estimate from that provider or facility.

Norton Healthcare strives to provide you with an accurate estimate every time but we know there are times a mistake can be made. If that happens, please give us the opportunity to make it right by directly contacting Norton Healthcare at (502) 272-5330, option 3.

Standard Hospital Charges

Calling your insurer is always a good idea if you’re considering an elective procedure and want to get a general idea of your out-of-pocket costs. Your insurer can help you understand how your coverages and deductibles work as well as your current payment history as an essential first step.

If you want to get a more general idea of costs or compare your likely costs to those incurred by others, there are a few public pricing resources to consider:

The Centers for Medicare & Medicaid Services

Medicare releases annual payment information for inpatient and outpatient procedures. For more information, visit cms.gov.

All-Payer Claims Database

Some states have large-scale databases that collect medical, pharmacy, and dental claims, as well as eligibility and provider files from private and public payers. For more information, visit apcdcouncil.org.

You can check our standard charges here.

Patients should contact Norton Healthcare directly for any further details.

For Hospital Procedure Price Quotes

Call (502) 272-5330.

You will be asked to provide the 5-digit current procedural terminology (CPT) code for the procedure you are asking about.

Return to the NortonHealthcare.com home page here.

Billing Questions

Find the answers to your hospital and physician billing and insurance questions here. Submit questions about your account, request an itemized statement, update your address and insurance information, or request financial assistance.  You can also request a price estimate specific to a hospital procedure.

If you would like to pay your hospital bill online, please use this form.

Use our secure form to:

• Request an itemized statement.
• Request your hospital account balance.
• Ask a question about your hospital account.
• Change your billing address.
• Change your insurance information.

Additional information

• Hospital Billing FAQs
• Insurance Information