Frequently Asked Questions

Patient billing FAQ's

View frequently asked questions about patient billing at Main Line Health.

View a list of registration and billing terminology

What does a bill from Main Line Health look like?

Do you offer payment arrangements?

Main Line Health partners with AccessOne to help patients pay their medical expenses with affordable payment plans. The benefits of an AccessOne payment plan include flexible, 0%- or low-interest payment options, no credit reporting, no annual or hidden fees and easy payment methods. To get started, call 484.337.1970 or visit AccessOne.

If I have a quality of care or misdiagnosis concern, who should I contact?

Depending on where your service(s) were performed, any one of our patient advocates can assist you with a quality of care or misdiagnosis concern. Please contact a patient navigator:

  • Lankenau Medical Center : 484.476.2345
  • Bryn Mawr Hospital : 484.337.3075
  • Paoli Hospital : 484.565.1090
  • Riddle Hospital: 484.227.3686
  • Bryn Mawr Rehab: 484.596.5599


Can I have lab work performed at Main Line Health?

Main Line Health offers several locations where patients can have laboratory testing performed. Patients should contact their medical insurance plan prior to having lab work done to confirm Main Line Health is a participating provider and their insurance does not require the patient go to a preferred lab to have tests performed. Patients may receive a higher out-of-pocket cost at Main Line Health if their medical insurance plan requires them to go to a preferred lab to have tests performed.

Are Main Line Health satellite health centers considered free-standing clinics or provider-based facilities?

All of our health centers (Main Line Health Broomall, Collegeville, Concordville, Exton, King of Prussia and Newtown Square) are billed under a Main Line Health NPI (National Provider ID) and are considered provider-based facilities, not free-standing clinics. Services rendered at these locations will be processed under hospital charges.

Why do I receive separate bills from the hospital and from the physician?

When a provider performs these services, they are generally required to submit their bill separate from the hospital's bill.

For example, if you came to the emergency room and had an X-ray and laboratory tests, you may receive a bill from the hospital for technical resources, a bill from the emergency room physician for professional services, a bill from the radiologist for interpreting any X-rays, and a bill from the pathologist for analyzing any specimens taken.

I see the same item listed on the physician's bill and the hospital bill. Why?

Every hospital visit involves both physician and hospital resources. Although the hospital and the provider may use the same language to describe each charge, their bills are for separate services. The physician's bill will be for professional assessment, direction and oversight. The hospital's bill will be for the technical resources, including procedures and equipment, medications and supplies.


Will you bill my primary and secondary insurance carriers?

Yes, as a courtesy to our patients, Main Line Health will submit the bill to your insurance carrier. If you have a secondary insurance company, a claim will be sent to the secondary insurance company after the primary insurance company paid. You are requested to supply the pertinent billing information that the insurer may require.

Why did my insurance pay only a part of my bill?

Most insurance plans require that you pay a copayment, coinsurance or deductible for your health care expenses. Contact your insurance company for specific information about your coverage.

Why did I receive a bill if I have insurance coverage?

You will receive a patient responsibility statement after your insurance processes our bill. The amount you are billed for is based on what your insurance communicates to us on an explanation of benefits (EOB). The EOB details how your insurance processed our bill and calculated your responsibility based on your individual insurance plan. If you believe your responsibility is inaccurate, please contact your insurer directly. View a list of accepted insurance.


My insurance should have paid my bill, what should I do?

Please verify that your insurance carrier has received and processed the claim. If the claim has not been processed, then carefully review your insurance policy or contact your insurance carrier to determine if the services and procedures are covered. Your insurance carrier will have the most accurate and up-to-date information about your policy and your claim. If your insurance company has questions, please have them contact Main Line Health at 484.337.1970 to verify that the most up-to-date insurance information is on file.

Why am I getting a bill now, when services were provided so long ago?

Main Line Health will send you a bill after we have received payment from your insurance carrier and it is confirmed there is still a balance due from you. The length of this process depends on how long it takes to receive a response from your insurance carrier and whether there is secondary insurance.

Already paid?

Payments received after the statement date will appear on your next statement.

Is there any help available if I am experiencing a financial or medical hardship?

Yes, please contact the Main Line Health patient billing customer service at 484.337.1970.

Can I receive a medical assistance application?

Yes, please contact the Main Line Health patient billing customer service at 484.337.1970.

Does Main Line Health accept assignment from Medicare?

Yes, we do. By accepting assignment, Main Line Health agrees not to bill the patient for any charges Medicare disallows. However, we do bill patients for deductibles, coinsurance and non-covered services. There are instances when Medicare may not cover certain procedures or frequency of treatment. If that applies, you will be given the Advance Beneficiary Notice (ABN). The purpose of the ABN form is to let you know in advance that certain services may not be covered and to advise that you may be responsible for payment of these charges. An ABN gives you the option to accept or refuse the items or services in cases where Medicare denies payment.

For more information about your Medicare coverage, please contact the Medicare Beneficiary Office at 800.633.4227 or

Why do I have more than one account number?

A separate account number is generated for each outpatient date of service and each inpatient admission. This enables us to bill for specific charges and diagnosis relating to your care for that date of service and enables your insurance company to apply the proper benefits. Exception: For recurring outpatient services such as physical therapy or radiation therapy, one accounting number is generated each month.

What does "in-network" and "out-of-network" mean?

If you receive your health care services from a hospital, physician or other health provider that participates in your health plan, they are considered "in-network." Hospitals, physicians or other health care providers who do not participate in your health plan may be referred to as "out-of-network." You may have a higher coinsurance and/or co-pay for out-of-network services. In some cases, out-of-network services are denied totally.

What should I do when my insurance carrier has changed?

When you experience any changes regarding your health insurance you should advise the hospital registrar at the time of service.

What should I do when my visit to the emergency room is a result of an automobile accident?

When you are involved in an automobile accident, contact your automobile insurance carrier. The adjuster will give you a claim number specific to the accident and request that you complete and return a questionnaire that describes how and when the accident occurred. In order for Main Line Health to properly bill your automobile insurance you must provide us with your automobile policy and claim number. You can provide this information to our customer service department at 484.337.1970. You may also be requested to provide a personal injury protection (PIP) form to your medical insurance carrier. Please provide this form promptly so your bill can be processed.

Do you offer paperless billing?

Patients enrolled in MyChart are automatically enrolled in paperless billing by default but may opt out if they wish to have paper bills mailed to their home.