Health Insurance and Financing your care

Upon admission, Patient Financial Services will ask for your health insurance information, either in person or over-the-phone. Please have your medical insurance card with you when admitting to Rogers or calling Patient Financial Services.

Pre-Authorization, Pre-Certifications and Out-of-Network Coverage

Your insurance coverage may vary based on your:

• Pre-authorizations and pre-certifications: To provide coverage for your care, most insurance providers require authorization prior to admission. Even if your treatment at Rogers is entirely covered and you have a quote of benefits for the program, your stay may not be covered unless authorization is obtained. This means you may be financially responsible for your care.

Upon arriving for admission, we will notify your insurance carrier of your admission to request authorization. The authorization process can take 30 minutes to 72 hours.

Instead of waiting for insurance authorization, you may sign an insurance status form stating you understand the authorization has not yet been obtained, but wish to proceed with admission.

For authorization questions, contact Admissions at 800-767-4411.

• In-network coverage: Admissions will communicate with your insurance provider to determine which services are covered under your policy. In many cases, you may contact your insurance company directly to verify coverage.
• Out-of-network: Your insurance company may limit reimbursements using their parameters for cost of services, also known as UCRs (usual, customary and reasonable). Rogers’ service fees may differ from your insurance company’s defined UCRs. If so, you are responsible for the amount not covered.

You may contact your employer or insurance provider for questions about coverage. Although we may assist, it is ultimately your responsibility to verify and understand the terms of your policy. This may require working directly with your insurer.

Filing Claims

Patient Financial Services will file claims with your insurance provider on your behalf. You will need to fill out a release of information form upon admission to allow us to do so.

If you are covered by more than one insurance plan, we will file claims with both companies. One insurance plan will be your primary insurance and the other will be your secondary insurance. In some cases, you may use Medicare in addition to your primary and/or secondary insurance plans.

For primary and secondary insurance claims:

• Patient Financial Services will file your primary and secondary insurance claims for you. Once your primary insurance provider has paid, we will send a claim to your secondary insurance. To best help you, you will need to fill out a release of information form upon admission.
• Ultimately, it’s your responsibility to coordinate billing and payment information with your insurance provider(s).

For Medicare claims:

• Patient Financial Services will file your Medicare Parts A and B supplemental insurance claims.
• Medicare will send some claims to your supplemental insurance. You will need to notify Medicare if there are any changes in your supplemental insurance plan.
• Medicare will send payments directly to Patient Financial Services.
• You will receive an explanation of Medicare benefits directly from Medicare.

If you received treatment from more than one program or provider, you may receive more than one bill. Even if you were treated within the same Rogers hospital or clinic, you may receive separate bills from the hospital and doctor.

The payments you and your insurer make during the billing period are listed separately on your bill. The balance you still owe is also listed.

Types of bills you may receive:

• Hospital and Physician bills: Rogers will bill for both the facility and the physicians. For questions about a bill you received from us, please contact Patient Financial Services.
• Wisconsin Diagnostic Laboratories or Millennium Labs bill: Rogers uses third party diagnostic laboratories for our lab services. Lab fees are billed separately for residential, partial hospital and intensive outpatient care. For questions regarding your lab bill, contact the billing department of the lab who sent you a bill: Wisconsin Diagnostic Laboratory’s at 414-805-7656 or Millennium Labs at 877-451-7337.
• Genoa Pharmacy Medication bill: Rogers uses a third party pharmacy for some medication services. Medication fees are billed separately for residential, partial hospital and intensive outpatient care. For questions regarding your medication bill, contact Genoa Pharmacy’s customer service department at 888-436-6279.
• Quest Diagnostics Laboratory: Rogers uses a third-party diagnostic laboratory, Quest Diagnostics, for our lab services.  Lab fees are billed separately for residential, partial hospital and intensive outpatient care.  For questions regarding your lab bill, contact Quest Diagnostics’ billing department at 866-697-8378 or via email.

*Rogers enters service level agreements with all third party vendors to ensure they reflect our mission while interacting with our patients. If you have been treated unfairly, please contact Patient Financial Services immediately. We will address concerns with our third party vendors on your behalf.

If you do not have health insurance, contact Patient Financial Services to learn more about financial assistance provided by the following programs:

• Financial Assistance Program
• Rogers Behavioral Health Foundation Grants and Scholarships