Billing & Insurance

We’re committed to providing care to all our patients, no matter your financial situation. If your income is less than 400% of the federal poverty guidelines, you may be eligible for assistance. Our financial assistance programs are available when you need help paying your hospital bill.

Call us for help at 909-651-4300

Thank you for choosing us for your care. We want to make sure you understand the difference between bills you may receive and what to do if you have questions.

What’s the difference between an explanation of benefits (EOB) and my bill?

After you visit a facility for medical services, your insurance plan sends you an EOB and we may send you a bill. An EOB is a statement (not a bill) explaining which services your insurance plan has covered for your recent visit. If any services you received aren’t covered, we’ll send you a bill for the remaining amount.

What’s the difference between the professional fee and facility fee?

For some visits, you may receive two separate bills. This is because your care includes two parts.

The first is the professional fee, which is the bill from the provider who cared for you — such as a doctor, nurse practitioner, or physician assistant. It covers the provider’s time, expertise, and clinical evaluation.

Second is the facility fee, the bill from the hospital or clinic for the resources that support your visit. It may include use of the exam room, medical equipment, nursing support, supplies, and other clinical services provided in a hospital-based outpatient setting.

Why am I receiving multiple bills?

Because the professional fee and facility fee are two different parts of your care, they must be billed separately. We understand healthcare billing can be confusing, and we’re here to help. If you have any questions about your bill, please send us a MyChart message or call our billing team at 909-651-4300. We’re happy to walk through the charges with you.

What if my bill has a mistake or I disagree with a charge?

If you have concerns about your bill, please call us at 909-651-4300.

What are real-time billing notifications vs. two-way text messages?   

Real-time billing alerts are no-reply notifications we send to your mobile phone when your billing account has new statements, payment confirmations, and other important alerts. Our two-way text message system allows you to respond directly to our messages to pay account balances, select payment methods, make appointments, receive after visit summaries, and more. The links that appear in these messages are secure.

How do I start and stop receiving messages?  

Text “START” to 24947 to begin receiving notifications about your medical care, including appointments, prescriptions, billing, and more. Once you sign up, you’ll keep getting text notifications unless you change your preferences. Text "STOP" to 24947 to cancel this service anytime. If you opt out, you’ll no longer receive text alerts but will still get reminders in your patient portal.

You can also manage all your communication preferences through your myLLUHealth account.

Does it cost to receive text notifications?  

Our messaging system is free — we will not bill you for this service. However, there may be possible charges associated with your cell phone carrier and service plan. Standard messaging and data rates may apply. 

You may qualify for financial assistance if you don’t have insurance (are uninsured) or your insurance doesn’t cover enough of your bill (are underinsured). A number of state and federal programs are also available, including:

• Medi-Cal, which provides free or low-cost coverage for eligible patients. See if you qualify for Medi-Cal using our online screening tool (requires MyChart login).
• Medicare, for patients age 65 and older
• The Children’s Health Insurance Program (CHIP) and California Children’s Services (CCS)

What’s prior authorization (or pre-approval) and how do I get it?

Prior authorization is an approval required by your insurance company before it covers a certain medical service or medication. If you need prior authorization, ask your provider’s office to submit a request to your insurance company.

What does it mean if my claim was denied? What should I do?

A claim denial means your health insurance company won’t cover the cost of related medical services. When your claim is denied, you still have options. Learn about your rights and how to get help appealing a denied claim.