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Billing & Customer Service

We are committed to providing you with a better understanding of our billing process.  Our Patient Accounting Department is staffed with personnel to assist you with specific concerns you may have at any point during our billing cycle. 

The process begins when our Medical Records Department assigns the appropriate medical codes for billing your visit.  Your bill is based on the medical record documentation.  When the bill is processed, a Summary Statement is produced and mailed to your home.  This statement summarizes charges for services you received and advises you of the applicable insurance claims that we will file on your behalf.  If you are covered by more than one insurance company, a claim will be processed with all companies. Each applicable insurance company, based upon information provided at the time of your visit, will be listed on the top right side of your summary statement.  If you have additional insurance not previously provided at the time of your visit, or if we do not have the correct insurance companies listed, please contact the Knoxville Business Office immediately at 865-374-3000.

In approximately 60 days you should receive a Detail Statement of your account.  It is important to understand that the statements you receive are to advise you of the status of your claim.  When an insurance payment is received, your corresponding out-of-pocket expense, such as any outstanding coinsurance or deductible will be indicated on the statement as the patient’s responsibility.  Upon receiving final payment from your insurance company, another statement will be produced indicating that all insurance benefits have been paid. If your account is paid in full by your applicable insurance plans, you will receive an informational statement informing you that your account is paid in full.

*NOTE: Even though the hospital files an insurance claim on your behalf, your assistance in resolving unpaid insurance claims is most appreciated. If your insurance company is not responding, please take the time to call and inquire about the status of your claim.    

Once the insurance benefits have been paid, full payment for the balance remaining is expected within 30 days. The remaining balance is your responsibility. If you are unable to pay the remaining balance in full, please contact Knoxville Business Office Services at 865-374-3000 immediately to establish payment arrangements. We offer a variety of payment options, including American Express, Discover, MasterCard and Visa as well as cash and checks. If payment is not received within 30 days or payment arrangements have not been made, you will receive a final notice letter explaining that the account will be referred to collection.

Applications for patients seeking financial assistance for medically necessary services are available during the registration process or by contacting our Financial Counselors at (865) 331-1112. Financial Counselors are available Monday through Friday 8:00 a.m. to 4:30 p.m. If you have questions concerning our billing procedure or if you would like a copy of your bill, please call one of the numbers indicated below and we are happy to assist you.


Patient Stories

  • Back in the Saddle

    After spine surgery at Fort Sanders Regional, Michelle Rose is finally free from the suffering that held her back for so long.

  • Going Beyond the Limit

    Tammy Brooks arrived by helicopter at Fort Sanders Regional Medical Center at least 24 hours – maybe even several days – after suffering an acute ischemic stroke.

  • WATE-TV: East Tennessee man survives one of the deadliest types of stroke

    A local man survived the type of stroke that normally kills 80 percent of its victims. He’s doing so well, he just moved to Europe and is enjoying life to its fullest. It’s been three and a half years since Ken Harrawood suffered a stroke. It hit while he was driving to Y-12 for his first day of work with Bechtel. He now lives in Manchester, England.

  • WATE-TV: Technician who works with stroke patients becomes one himself

    Adam Hill gets the tools in place for the next life-saving surgery in the interventional radiology lab at Fort Sanders Regional Medical Center. As lead tech, Hill knows this place like the back of his hand. He never dreamed he’d be a patient receiving treatment here, suffering from a ruptured aneurysm, like so many patients he’s helped treat.

  • Fast Action Makes a Difference for Stroke Patient

    Since recovering from a stroke, Paul DeWitt appreciates simple pleasures that are easily taken for granted. He grasps a cup of coffee. He smiles and laughs. He even appreciates the ability to whistle.

  • Doctors Use Tiny Vacuum To Help Stroke Patients

    Jane Coleman heard her husband make an odd noise, “almost like hiccups but not exactly,” but when she turned to look at him, she knew immediately what was happening: He was having a stroke.