Frequently Asked Billing Questions:
Below is a list of Frequently Asked Questions (FAQ’s) for the Sentara Medical Group billing process. If your question is not answered below, please call the number listed on your bill to reach our practice or email our Customer Service Department for assistance.
Sentara Medical Group’s Customer Service Department
Hours of Operation: Monday – Friday 8:00 – 4:30pm
Phone: (757) 252-3300
Toll Free: 888-236-2263
You can also contact a Sentara representative by calling the number listed on your statement.
This is a Hospital-Based Medical Practice
Learn more about what this means to our Medicare patients.
Where can I pay my bill?
Sentara Medical Group offers multiple ways for you to pay your bill:
There are two ways to pay your bill by phone:
1. You may call Sentara Medical Group’s Customer Service Department at 757-252-3300 and speak to one of our representatives
2. Or you may call the number listed on your billing statement or letter and speak to one of the financial counselors at the physician’s office to pay by credit card or to make payment arrangements.
Follow the Instructions on your bill or statement. Mail your payment to:
Sentara Medical Group, P.O. Box 179, Norfolk, VA 23501
At a Sentara Location:
You may visit your physician’s office to make a payment or pay the bill in its entirety.
At Sentara Medical Group’s Central Billing Office:
835 Glenrock Road, Suite 100, Norfolk, Virginia 23502
On-line payments are not available at this time. This option will be available in 2012.
What forms of payment do you accept?
Sentara Medical Group accepts Cash, Checks, MasterCard, Visa, Discover, and American Express credit cards.
Can I combine my accounts and make payment arrangements?
If a patient has multiple accounts with Sentara Medical Group, it is possible to combine accounts for payment arrangements after any applicable insurance payments have been received. All accounts must have current balances and must not have been placed with a collection agency.
For more information you may contact our Customer Service Department at 757-252-3300 or email SMGcustomerservice@sentara.com
What if I can’t pay my bill or I’m uninsured?
At Sentara Medical Group, we provide quality care to all patients regardless of their ability to pay. If you do not have health insurance, we may be able to help you with your bill. Sentara offers financial assistance programs to patients who qualify. These programs include charity, assistance with Medicaid eligibility and uninsured discounts. All assistance programs are based on family size, income and other resources.
If you have trouble paying your bill, it is important that you tell us. The government requires that we bill all patients for services and make appropriate attempts to collect. If you ignore your physician bill, it may go to a collection agency and could affect your credit.
If you need assistance with your physician bill, please contact our Customer Service Department promptly at 757-252-3300. We will serve you with courtesy, respect, and confidentiality.
Sentara Medical Group also participates in a number of financial assistance programs. These programs were designed to assist our patients in resolving their financial obligations for physician services.
Call the number on your statement, or call Sentara Medical Group’s Customer Service Department (757-252-3300) to learn more about the programs listed below.
Sentara Financial Hardship/Charity Program
Sentara Uninsured Patient Discount Program
Can I setup a payment plan?
Sentara Medical Group offers special payment arrangements for those patients who cannot make payment in full for self pay balances owed on their account. The Financial Counselor or Customer Service Representative is responsible for establishing the payment arrangement in the billing system to correctly send statements to the patient.
For more information, please call the number on your statement to speak with the Financial Counselor, or call Sentara Medical Group’s Customer Service Department (757-252-3300) for assistance with a budget/payment plan.
How do I get a copy of my itemized bill?
The statement received in the mail includes visit specific information such as charges for testing and treatment, date of treatment, payments or adjustment posted to the charges, insurance information, and a contact number for the Financial Counselor. For more information about an itemized bill, the patient may contact Sentara Medical Group’s Customer Service Department (757-252-3300) or send an email request to SMGcustomerservice@sentara.com
Why did my insurance only pay part of my bill?
Sentara Medical Group Billing Office will bill your insurance if complete billing information was given at the time of registration. You will be notified by letter if your insurance carrier or HMO/PPO does not pay the bill promptly or if there is a balance remaining after the insurance or HMO/PPO payment. Please contact you insurance company for specific answers to your questions or to review your claim.
If you have any other questions, please call Sentara Medical Group’s Customer Service Department (757-252-3300).