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Billing FAQ

Why am I receiving a new bill from Franciscan Health System?

The new bill you received is our new consolidated bill which reflects all of your activity at locations using our new electronic health record. The new bill covers all of your care at our clinics, hospitals and other facilities who have migrated to our new system.

Why am I getting both the old bills and the new bills from your clinics and hospitals?

We are deploying our new electronic health record throughout our clinics and hospitals over the course of several years. This process began in June 2013 and will continue until 2015. Franciscan clinics will deploy the new system in phases through the end of 2013. Highline Medical Group clinics, which recently joined Franciscan, are scheduled to migrate in July 2014. Our old billing systems will be retired soon after the new system is in place.

Four of our eight hospitals implemented the new system in 2013 (Highline Medical Center in Burien and Harrison Medical Center in Bremerton will move in July 2014 and St. Elizabeth Hospital in Enumclaw in 2015). Until the new system is in place AND our legacy billing systems have been retired, any care you receive from a facility using the old system will be billed using the old system.

Why are you moving to consolidated billing?

The new single bill is part of our new electronic health system. A single bill will allow you to:

  • more easily understand and reconcile your bill
  • pay online
  • submit payments to a single location (you can pay your new bill online or at any of our clinics or hospitals, regardless of where you received care)

Why does my bill include my child’s activity?

Child activity will appear on the bill of the parent who is noted as the financial guarantor for that child. The new bill you received is our new consolidated bill which reflects all of your Franciscan activity. It is part of our new electronic health record. The new bill covers all of your care at our clinics, hospitals and other facilities who have migrated to our new system.

I am having a hard time understanding my bills from Franciscan – who can help me?

We understand that healthcare billing can be confusing and we are here to help. You can call 1-888-779-6380. Our customer service representatives are available between 8 a.m. and 5 p.m., Monday through Friday.

Billing statement questions:


My doctor’s office has already moved to the new system but I’m still getting billed separately for past-due balances. Why?

Outstanding balances will not be transferred to the new system. Once our new electronic health record is in place throughout our facilities in 2015, you will only receive the old bills if you continue to carry a balance in our old system. Once the old balances are paid, those bills will not be sent.

I went to the doctor and had some lab tests done but my doctor’s office is on the new system. Why am I billed separately for lab services?

You may receive bills from non-Franciscan providers involved in your care such as anesthesiologists, emergency room physicians, PacLab (laboratory services) and radiologists.

I went to the emergency room and received a separate bill for those services, even though your schedule shows that the hospital has deployed the new system. Why is this not included on my Franciscan billing statement?

You may receive bills from non-Franciscan providers involved in your care such as non-Franciscan anesthesiologists, emergency room physicians, Pac Lab (laboratory) services and radiologists.

When will I only get one bill for all of my care at Franciscan?

You will receive one bill for all of the care provided by Franciscan provider, physicians and facilities once the new system has been fully deployed (2015).

You will still be billed separately from organizations that we contract with such as emergency room physicians, PacLab (laboratory services) and some anesthesiologists.

I am having a hard time understanding my bills from Franciscan – who can help me?

We understand that healthcare billing can be confusing and we are here to help. You can call 1-888-779-6380. Our customer service representatives are available between 8 a.m. and 5 p.m., Monday through Friday.

Payment questions:


I have received two different bills from the same doctor in the same month. Do I have to pay them both? Why?

If you went to the doctor before the clinic moved to the new system, that activity will be billed separately. If the clinic deployed the new system in the middle of the month, and you visited your doctor before the migration and after, you will receive two different bills and both will need to be paid.

How do I pay my new consolidated bill online?

You can pay your new bill online using our online health tool MyChart. To activate your account, simply visit your Franciscan primary care physician’s office to receive a login and password.

Can I pay my OLD hospital or clinic bills online?

Until we standardize on the new system, there are several systems used to pay online for your care depending on where you received the care. Please see our Make an Online Payment page for more information.

Until now, clinic patients have never had the option to pay bills online. Once a clinic has moved to the new system, patients will be able to pay their bills online via MyChart. However, this does not include any outstanding balances due. You will need to pay old clinic bills by sending in payment.

Do I need to send in three different payments for the three different bills?

Sending in separate payments will help expedite posting those payments to your accounts and ensure that the payments get posted accurately. However, if you send all of your statements with one payment to one location we will make every effort to ensure that the payments get credited to the proper accounts.

I am still confused about this process – who can help me?

We understand that healthcare billing can be confusing and we are here to help. You can call 1-888-779-6380. Our customer service representatives are available between 8 a.m. and 5 p.m., Monday through Friday.