Billing FAQ

In the everchanging world of medical insurance companies and medical billing, we know that you have questions and concerns regarding healthcare costs. We understand that billing related matters may be the farthest thought from your mind in your time of medical illness.

At Durham County EMS, we receive dozens of phone calls everyday from patients like yourself who have questions and concerns regarding our EMS charge for service. We have put together a "frequently asked questions" and answer sheet that may assist you. Please contact us if you have further questions.

1. Does Durham County Emergency Medical Service file insurance?

Yes, we welcome all insurance.

2. What if the insurance information was not given at the time of service?

If the information is not obtained during your initial contact with EMS personnel, you will receive a statement of charges from EMS. You may complete the backside of the statement where indicated (remember to sign the document). We need all pertinent information in order to file your claim correctly: policy number, subscriber i dentification number, group number and insured name and complete mailing address for the insurance company.

3. How long does it take for my insurance company to pay?

EMS will allow your insurance company 4-6 weeks to process your ambulance claim. If your claim has not been processed within that time frame, you will need to contact your insurance company to find out the status and report the findings to the EMS Business Office.

4. How much time will EMS allow me to pay my ambulance bill?

EMS will allow you 90 days after the date of service to pay for your bill. If your bill has not been paid within the 90 daysof service or insurance filing, it becomes eligible for a write-off to a collection agency or processed for garnishment.

5. Why did my insurance company mail the check to me?

Some insurance companies operate through contracts and we are not able to contract with any of those companies except for Medicare/ Medicaid, but we will file the claim as a courtesy to the patient. If you have MedCost Preferred and BCBC, you will receive the check for your ambulance service.

6.Where should I mail my payment?

Durham County EMS
402 Stadium Drive
Durham, NC 27704
919-560-8285

7. Can I make payments?

Yes, you can make weekly or monthly payments, however, you must be consistent with your payment. If you are unable to make a payment you must call us in advance because your account will be subject to being garnished or sent to a collection agency.

8. Do you offer discounts?

Due to operating below costs we are unable to offer any discounts b ut we will help you make financial arrangements that will meet your needs.

9. Does Medicare pay for ambulance transportation?

Yes, when a patient condition is such that the use of any other method of transportation is medically inadvisable. Transportation must be deemed reasonable and medically necessary.

10. What does EMS need before Medicare can be filed?

EMS must have the patient's authorization on file or the patient's authorized representative, which is located on the back of our statements.

11. Does Medicare pay this service in full?

No, Medicare will only pay 80% of the approved amount. The patient or their supplemental insurance will be responsible for the balance or co-insurance amount.

12. What if Medicare denies my claim? What options do I have?

Everyone has the option to appeal the claim within six months from the denial date. There are two ways to appeal: 1) Medical Necessity form completed by the doctor and /or (2) a letter in writing from the patient. These are to be submitted to Medicare's Appeal Department.

13. Does EMS file supplemental insurance?

Yes, when giving your Medicare information please let the representative know that you have a supplemental insurance policy as well. Also, provide us with your supplemental policy information such as policy number, group number and the mailing address.

14. What is the "garnishment process"?

Accounts are held for 90 days without any activity; once the account reaches day 91 or more, then the account becomes eligible for garnishment.

15. How can I stop the garnishment process once begun?

The account must be paid in full.

16. What happens if there is an overpayment on my account?

We will promptly process the necessary paperwork for a refund.

17. How long does a refund take to receive?

Anywhere from 1-3 weeks.

18. What if I do not have insurance?

We will gladly work with you in setting up a payment schedule.

19. What method of payment do you accept?

Mastercard, Visa, Money Orders, or Cash.