What to do if a bill looks incorrect

Best first step: Do not ignore the bill. Check the statement date, visit date, insurance status, payment history, and account balance, then contact billing if something still does not match.

• A bill may look incorrect if insurance is still processing, a payment has not posted, or an adjustment has not appeared yet.
• You may receive separate bills for facility care, provider services, emergency care, labs, imaging, or Brookhaven services.
• Compare your bill with your insurance explanation of benefits, payment receipts, visit dates, and portal balance.
• You can request an itemized statement if the charge description is unclear.
• You can ask Silent Hill Health to review a charge, missing payment, insurance issue, duplicate bill, or unfamiliar balance.
• If you received a collection notice or payment deadline, contact billing as soon as possible.

What you noticed	Possible reason
The balance is higher than expected	Insurance may not have processed yet, deductible or coinsurance may apply, or a charge may need review.
A payment is missing	The payment may still be posting, may have applied to another account, or may need receipt review.
The bill says insurance did not pay	The claim may be pending, denied, missing information, or processed under different coverage than expected.
You received more than one bill	Facility, provider, emergency, lab, imaging, or specialty services may bill separately.
The charge description is unclear	A general billing label may appear on the statement. An itemized statement may show more detail.

• Patient name and account number on the statement.
• Date of service or visit date.
• Facility or department listed, such as Alchemilla, Brookhaven, lab, imaging, emergency, or outpatient care.
• Insurance plan listed on the bill.
• Whether insurance has processed the claim.
• Any explanation of benefits from your insurance plan.
• Payments, refunds, adjustments, or financial assistance already applied.
• Whether the bill is a new statement, corrected statement, reminder, or final notice.

• Check whether the correct insurance plan is listed.
• Compare the statement with your insurance explanation of benefits.
• Check whether the claim is pending, denied, partially paid, or adjusted.
• Ask whether Silent Hill Health needs updated insurance information.
• Ask whether the claim can be resubmitted or reviewed.
• Contact your insurance plan if the explanation of benefits does not match the bill.

• Facility charges for the hospital, clinic, or department.
• Provider or professional charges for clinicians involved in care.
• Emergency services charges from Alchemilla Emergency Services.
• Brookhaven behavioral health, observation, or inpatient care charges.
• Lab, imaging, diagnostic testing, pharmacy, or specialty service charges.
• Separate statements for different dates of service.
• Corrected statements after insurance or billing adjustments.

• Request an itemized statement for the specific date of service.
• Ask whether the statement includes all related charges or only one facility or provider.
• Compare itemized charges to the care received.
• Ask about unfamiliar labels, supplies, room charges, observation charges, or provider fees.
• Ask whether insurance adjustments or discounts are already included.
• Ask whether a corrected statement will be issued after review.

• Check the payment date and amount.
• Check the payment method used.
• Check whether the payment was made online, by phone, by mail, or in person.
• Save confirmation numbers, receipts, check images, or bank records.
• Confirm the account number or statement number used for payment.
• Ask whether the payment applied to another visit or account.
• Ask whether a refund, reversal, or duplicate payment review is needed.

1. Gather the bill or statement number.
2. Confirm the patient name and date of service.
3. Identify the charge, payment, insurance item, or balance that looks incorrect.
4. Compare the bill with your insurance explanation of benefits, if available.
5. Provide receipts or payment confirmation if a payment is missing.
6. Ask whether the account is still waiting for insurance, adjustment, or payment posting.
7. Ask whether an itemized statement or corrected statement can be provided.
8. Ask whether payment deadlines, collections, or payment plans are affected while review is open.

• The charge may be explained and left unchanged.
• The bill may be corrected or adjusted.
• The claim may be resubmitted to insurance.
• A missing payment may be located or reallocated.
• An itemized statement may be provided.
• You may be asked for updated insurance, receipts, or more details.
• A new statement may be issued after review is complete.

Contact Silent Hill Health billing as soon as possible if the bill has a payment deadline, collection notice, final notice, refund concern, duplicate payment issue, or insurance deadline.

• You received a final notice or collection notice.
• A payment was withdrawn but does not appear on the account.
• You believe the same bill was paid twice.
• Your insurance deadline or appeal deadline is approaching.
• You need proof of payment or a corrected statement quickly.
• You cannot pay the balance and need payment-plan or financial-assistance options.

Billing review is separate from emergency care. If you need medical or behavioral health help, do not wait for a billing response.