1-800-640-1211 | 973-6100 | TTY: 973-6142
268 Stillwater Ave, PO Box 422, Bangor, ME 04402-0422

Community Health Needs Assessment

Frequently Asked Questions

Here are the most frequently asked questions regarding billing at Acadia Hospital. If you do not find your question below, feel free to contact Patient Account Services at (207)973-5000 or toll-free at (877)366-3662, and we will be happy to assist you.

Did you bill my correct insurance?

Questions about insurance may be directed to our Patient Account Services at (207) 973-5000 or toll-free at (877) 366-3662 ext. 5000.

Did you receive my payment?

Any new payments made on your account should be reflected on your next account statement.

Questions about your payments may be directed to our Patient Account Services department at (207) 973-5000 or toll-free at (877) 366-3662 ext. 5000.

I was injured at work – why am I getting a bill?

After notifying your employer of a work related injury, your employer should have filed a ‘Notice of Injury’ with the company’s workers compensation carrier. If they did not, the claim may be denied and become your responsibility.

Please check with your employer regarding the status of your workers compensation claim.

What do I owe?

You should receive an account statement in the mail. Your statement will reflect any unpaid balances on your account.

Questions about your account may be may be directed to our Patient Account Services at (207) 973-5000 or toll-free at (877) 366-3662 ext. 5000.

I didn’t give anyone my insurance information at the time of service, what do I do?

If your service was within the past five days, please call (207) 973-500 and ask for the Registration Department. If it is more than five days past your service date, call (207) 973-5000 and ask for the Patient Account Services office.

In order to prevent pre-certification and timely filing issues with your insurance plan, it is important that you contact us as soon as possible.

What is "pending" with my insurance?

You may have received a letter or questionnaire from your insurance company requesting additional information. If you do not respond to this, the bill may become your responsibility.

Questions about your account may be may be directed to our Patient Account Services at (207) 973-5000 or toll-free at (877) 366-3662 ext. 5000.

What are deductibles, coinsurances, and co-payments?

Insurance plans generally have deductibles, co-pays, and/or coinsurances.
  • A deductible is an annual expense that you must pay before your insurance benefits can begin.
  • Coinsurance is the portion of the total bill, usually set as a percentage, which is the patient’s (or guarantor’s) responsibility to pay.
  • A co-pay is a set amount paid each visit, based on your insurance policy. This usually does not count towards your deductible.
For example, on a $500 bill, your deductible might be $150, so you would have to pay the first $150. This leaves a balance of $350. Of the remaining $350, your co-insurance might be 20%, meaning that you will have to pay an additional $70, and your insurance company will pay the remaining $280. Acadia Hospital will file this claim for you. After insurance has been billed, you may receive a bill on any remaining balances.

What is pre-authorization, and who is responsible for taking care of it?

Many insurance plans require prior approval for services by patients and/or their Primary Care Providers (PCPs) before services can be covered. This is often referred to as pre-authorization.

Before your visit to an Eastern Maine Healthcare facility, please review your health-plan booklet, or call your insurance company representative to clarify your specific policy benefits and requirements. Many insurance carriers also have this information listed on their web site.

What other bills will I receive?

In addition to your bill from the hospital, you may receive bills from private practice physicians who may have provided services to you. For instance, you may receive bills from consulting physicians, radiologists, or other specialists. Please contact their office directly if you have questions concerning their bills.

What's the best way for me to pay my hospital bills?

The fastest, easiest way to pay your bills is through our secure online bill pay page. Here’s how you can pay your bill:
  • Visit our secure online bill pay site
  • Contact us by telephone and pay by credit card. We accept Visa, MasterCard, and Discover Credit Cards.
  • Stop by the Patient Account Services office and make a direct payment in full. Click here for directions to our office.
  • You can make payment at the time of service (ex. making a payment at the registration desk) or any time after the service. Locations where payment can be accepted at the time of service include:
    • Eastern Maine Medical Center, at 489 State Street in Bangor, ME
    • Acadia Hospital, at 268 Stillwater Avenue in Bangor, ME
    • Eastern Maine Healthcare Mall, on 895 Union Street in Bangor, ME
You can also mail a cashier’s check, personal check, or credit card information for payment in full directly to our office.

Who is responsible for paying my bill?

The hospital will bill your insurance company directly (unless you specify otherwise), but you are still responsible for making sure that your bill is paid.

If a balance remains after your insurance has issued a payment or a denial, payment is due immediately upon receipt of your statement.

Why didn't my insurance pay?

You should have received an Explanation of Medical Benefits (EOMB) or Explanation of Payment (EOP) from your insurance company, showing how they considered your claim. This EOMB/EOP should have a contact telephone number or web site where you can reach your insurance company for questions. Please contact your insurance company or benefits office with questions about denied claims. If you wish to appeal your denial of benefits, view the insurance appeal page for how to proceed.