Update your billing address or insurance information

Mira
Mira
Updated

You can update your billing address or insurance information through the Silent Hill Healthcare patient portal. Keeping this information current helps Patient Financial Services send statements to the correct address, submit claims to the correct payer, verify coverage, and reduce billing delays for Brookhaven Hospital, Alchemilla Hospital, and other Silent Hill Healthcare services.

Billing address updates and insurance changes may require review before they appear on all statements, claims, guarantor profiles, or facility billing accounts.

Note: Billing and insurance updates may take longer during payer verification delays, corrected claim review, facility transfer billing, older statement conversions, lake fog advisories, or townwide siren events.

Before you begin

Before submitting a billing address or insurance update, gather the information needed to verify the correct account.

  • Your full legal name as listed on your billing account
  • Your date of birth
  • Your Silent Hill Healthcare Patient ID, if available
  • Your billing account number or guarantor number, if available
  • Your current mailing address and phone number
  • Your insurance card, if updating coverage
  • The policyholder’s name and date of birth, if different from the patient
  • The visit, statement, or facility connected to the billing update
  • Legal or guardianship documents, if updating information for a dependent patient
Important: Updating your billing address does not always update your clinical mailing address, emergency contact, insurance subscriber details, or legal name. Some profile fields must be updated separately.

Update your billing address

To update the mailing address used for statements, payment plans, billing notices, and guarantor correspondence:

  1. Sign in to your Silent Hill Healthcare patient portal:
  2. Go to Billing, Statements, or Patient Financial Services.
  3. Select Billing profile or Guarantor information.
  4. Choose Update billing address.
  5. Enter the updated street address, apartment or unit number, city, state, ZIP code, and phone number.
  6. Choose whether the address applies to all statements or only a specific billing account.
  7. Review the confirmation message and select Submit update.
Tip: If you moved after receiving care, update your billing address as soon as possible. Statements, payment plan notices, and insurance balance notices may still be sent to the previous address until the update is processed.

Update your insurance information

To add, change, or remove insurance coverage:

  1. Sign in to your patient portal.
  2. Go to Billing, Insurance, or Patient Financial Services.
  3. Select Update insurance information.
  4. Choose whether you are adding new insurance, changing existing insurance, removing inactive coverage, or updating subscriber details.
  5. Enter the insurance company name, member ID, group number, subscriber name, and subscriber date of birth.
  6. Upload images of the front and back of your insurance card, if requested.
  7. Choose whether the insurance should apply to recent visits, future visits, or both.
  8. Review the authorization statement and select Submit insurance update.
Note: Adding insurance does not guarantee that a claim can be rebilled. Eligibility, timely filing rules, payer requirements, and previous claim decisions may affect whether a balance can be resubmitted.

Documents you may need

Patient Financial Services may ask for supporting documents before completing an update.

Billing address update May require identity verification, recent statement information, or confirmation of the guarantor profile.
New insurance Usually requires the front and back of the insurance card and subscriber details.
Dependent coverage May require policyholder information, dependent relationship details, or guardian verification.
Legal or estate updates May require legal representative documents, estate paperwork, or court documentation.
Important: Do not upload unrelated medical records, full bank statements, credit card images, or documents that are not needed for the billing or insurance update.

Review and processing

After you submit an update, Patient Financial Services reviews the information and applies it to the appropriate billing profile, statement, guarantor account, or insurance record.

Billing address update Usually processed within 1–3 business days after account verification.
Insurance update Usually reviewed within 3–5 business days, depending on payer verification and card image quality.
Rebilling request May take longer if a claim must be corrected, resubmitted, appealed, or reviewed for timely filing rules.
Dependent or guarantor update May require additional review if the patient is a minor, dependent, guardian-managed account, or estate account.

You may receive a secure message if additional information is needed. Do not submit duplicate updates unless Patient Financial Services asks you to.

How updates may affect claims and statements

Billing and insurance updates may affect statements, claim processing, and patient balances. The timing depends on when the update is submitted and where the account is in the billing cycle.

After an update:

  • Future statements may be sent to the new billing address
  • Recent claims may be reviewed for possible rebilling
  • Insurance may request more information before paying a claim
  • Patient balances may change after payer review
  • Payment plan documents may need to be updated separately
  • Separate Brookhaven and Alchemilla accounts may update on different timelines
Note: An insurance update may not remove a balance immediately. Claims may remain pending while the payer reviews eligibility, coverage, coding, prior authorization, or coordination of benefits.

FAQ

My billing address did not update
  • Allow the full processing time for billing profile updates.
  • Confirm whether the address was updated for billing, clinical records, or both.
  • Check whether the statement was generated before the update was processed.
  • Contact Patient Financial Services if new statements still show the old address.
My insurance card was rejected
  • Upload clear images of both the front and back of the card.
  • Make sure the member ID, group number, payer name, and subscriber name are readable.
  • Confirm that the insurance was active on the date of service.
  • Contact Patient Financial Services if you believe the card was rejected in error.
My balance still shows after adding insurance

Balances may remain visible while insurance eligibility is verified, the claim is submitted, or the payer reviews the claim. If the claim was already denied or past the filing deadline, Patient Financial Services may need to review whether rebilling is possible.

The wrong insurance is listed as primary

Submit an insurance update and include which plan should be primary, secondary, or inactive. Patient Financial Services may need to review coordination of benefits before claims can be corrected.

The billing update page looks wrong or keeps refreshing
  • Refresh your browser.
  • Clear your browser cache.
  • Try a different browser or device.
  • Wait and try again if the town siren has recently sounded.
  • Avoid using public terminals located in restricted billing offices, closed wards, or archive areas.

Need more help?

If you cannot update your billing address or insurance information, contact Silent Hill Healthcare Patient Financial Services.

Authorized support only: Silent Hill Healthcare does not use third-party billing address or insurance update services. Do not share your account number, guarantor number, insurance card, payment information, portal password, or verification code with anyone claiming to update billing records outside the official portal, Billing Office, or Patient Financial Services process.

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