Billing

Billing

Call Patient Accounts at (888) 356-1916 with questions

We appreciate you choosing Vail Health. As part of our quality service, we feel it is important that patients and caregivers are well-informed of our payment policies.

Vail Health now offers patients the option to go paperless and receive e-mail notifications regarding their statements.
 
Payment is made easy through our Patient Portal, our Online Business Office and other methods, outlined below.  
 
If you have any questions about billing, please do not hesitate to fill out our Billing Inquiry Form or contact our Customer Service Center. Our financial team can help you understand your bills, explain what to expect during the billing process, help you make a plan to ensure payment of your health care expenses, and help you apply for financial assistance if needed.

COVID-19 PAYMENT INFORMATION
During these unprecedented times, our goal as a nonprofit community healthcare system is to take care of our local community’s health, and that includes financial health. To help achieve this goal, Vail Health has waived any patient out-of-pocket payment obligations for COVID-19 screening, testing and COVID-19 related hospital care in the Emergency Department, Patient Care Unit (PCU) and Intensive Care Unit (ICU). Uninsured patients will not be charged for their COVID-19 care. If a patient has health insurance, we will work with their insurance company on payment and ensure the patient pays $0 related to their deductible, co-insurance and out-of-pocket expenses. A positive COVID-19 test is required to receive this payment relief. If you have needed COVID-19 care and received a bill, please contact our customer service team at 888-356-1916 or email customerservice@vailhealth.org.

For non-COVID-19 related services, Vail Health’s financial assistance policy has been increased to 500% of the federal poverty guidelines and is available to supplement a patient’s out-of-pocket obligations. For context, a family of four making $131,000 or less annually would be eligible for financial assistance. Vail Health will work with each patient needing financial assistance, including sensitivity to any changes in employment or income. For help with financial assistance, please contact one of our counselors at 970-477-3116.
 
 

Vail Health Services

Customer Service Center

Hours: Monday through Friday, 8:00 AM to 4:30 PM MST
Phone:  (888) 356-1916
Fax: (970) 470-6440
 
Mail: Bills can be mailed to: PO Box 1150,  Vail, CO 81658
 
Meet with a patient billing representative: 
Visit us in person at 410 McGregor Dr, Gypsum, CO 81637
Office hours are 8:00AM – 4:30PM, Monday - Friday
 
Please be aware that each time you receive care with Vail Health, or your doctor sends a lab or pathology specimen to the hospital, a new account will be opened. Each account generally ties to a date of service. In most cases, a summary description of services provided for that account should arrive about five days after care. At any time, you may request additional information about itemized charges by calling our Customer Service Center.

What We Bill For

Vail Health bills and collects for the following services. Pay your bill online.  
 
  • Beaver Creek Medical Center
  • Howard Head Sports Medicine
  • Cardiac Rehabilitation Center
  • Laboratory
  • Shaw Cancer Center
  • Sonnenalp Breast Center
  • Vail Health Clinics
    • Urgent Care
    • Surgical Associates
    • Breast Care Clinic
    • Infectious Disease
    • Wound Care
    • Cardiovascular Center and Pulmonology Clinic
  • Vail Health Hospital
 

Services Not Billed By Vail Health

Vail Health does not bill for the following services:
  • Anesthesia Partners of Colorado
  • Colorado Mountain Medical
  • Durable Medical Equipment (such as Breg or Med Vantage)
  • Home Oxygen Vendors (such as Lincare or AlpinAir)
  • The Steadman Clinic
  • Vail Health Hospital Services
  • Vail Summit Orthopedics & Neurosurgery
  • Vail Valley Surgery Center
*This is not an exhaustive list.

What To Do Before You Need Care

We encourage you to become familiar with the terms and conditions of your health insurance coverage and review any changes each year. Understanding your insurance coverage can help you avoid unnecessary bills. If you are unsure of your co-pay responsibilities, please review your insurance card, call your insurance company, or call an Insurance Support Team representative at (970) 777-2902.

Billing Your Insurance Company

Vail Health will submit bills to your insurance company when complete information is supplied. Please remember that your policy is a contract between you and your insurance company, and you have the final responsibility for payment of your hospital bill. If your insurance company does not pay within 45 days of billing, please contact them to resolve the delay. Secondary insurance is billed after the primary insurance pays. If you were unable to provide complete billing information at the time of your visit, please phone the information to our Customer Service Center within 48 hours. For more information, please call (888) 356-1916.

Payment Options

Vail Health expects payment at the time services are rendered. Co-pays, co-insurance, deductibles and fees for non-covered services are expected at the time of service. If you are unable to pay your bill in full, please call 888-356-1916 to set up a payment plan. Bills are expected to be paid within 12 months.
 
Pay your bill online by using Visa, MasterCard, Discover, American Express or Diners Club. Or pay by cash, personal check or credit card via mail at: PO Box 1150, Vail, CO 81658. Patients are also welcome to visit our offices to discuss a bill or pay in person: 410 McGregor Dr., Gypsum, CO 81637. Our office hours are 8:00AM – 4:30PM, Monday - Friday.

Financial Counseling

Financial Assistance is available to establish the financial requirements for payment of services based on consistent compliance criteria incorporating individual patient financial conditions and circumstances. If you do not have health insurance and cannot pay in full at the time of service, please call our financial counselors at (970) 477-3116 (Vail) or (970) 569-7525 (Edwards).

FAQs

My bill is higher than anticipated. Why is this?

Costs of service are reviewed on an annual basis and are comparable to other mountain resort areas. If you received an estimate of anticipated costs, and it does not match your bill, you must keep in consideration that the estimate is only a range of costs, and not an actual price. If you have further questions/concerns about your bill, please call Patient Accounts at (888) 356-1916.

How/where can I pay my bill?

 
Online:  Online Bill Pay (You will not be able to pay your bill online if the guarantor's social security number is not listed within the billing software.)
 
Mail: PO BOX 1150 | Vail, CO 81658
 
Call: (888) 356-1916
 
Deliver:
  •     Vail Health Hospital Admissions in Vail
  •     Patient Accounts Office at 410 McGregor Drive in Gypsum. Office hours are 8:00AM – 4:30PM, Monday - Friday.
  •     Avon Urgent Care at Chapel Square in Avon 

Can I set up payment plan? How?

Although we prefer to receive payment in full within 30 days, a payment plan option may be available to you. To speak with someone regarding our payment plan terms and setup, please call customer service at (888) 356-1916
 

What financial assistance do you offer? With whom do I speak for more information?

Vail Health offers financial assistance to eligible patients who meet our income requirements.  Learn more about our financial assistance options.
 

Why can't you discuss my spouse's/adult child's medical information with me?

Due to the Health Insurance Portability and Accountability Act (HIPAA), we cannot discuss any person's account that is over the age of 18 without the patient's prior consent.
 

Why do I have several encounter numbers?

Each time you are seen by Vail Health, you will receive a new encounter number.  The exception is for monthly series accounts, such as physical therapy or cancer-related treatment, which are given a new encounter number on a monthly basis.
 

I was happy/unhappy with the care I received at your facility. With whom can I share my experience?

To provide feedback regarding the care you received at Vail Health Hospital, please visit our Patient Advocacy page where you'll find multiple options for providing feedback. 
 

Why doesn't my "Explanation of Benefits" match the amount you are billing me?

There are several reasons why your Explanation of Benefits (EOBs) may not match your billing statement. Multiple claims may have been submitted to your insurance company depending on the care you received. Insurance companies generally process each claim separately and will send individual EOBs for each claim. You will receive one statement for all patient balances for Vail Health and a separate statement for all balances from Vail Health Clinics if applicable.  
 

Why am I getting a bill from Vail Valley Surgery Center?

Vail Valley Surgery Center bills separately from Vail Health. For questions about the Surgery Center's billing, please call (970) 476-8872.
 
The following providers also bill separately. The phone numbers for their billing departments follow.
Colorado Mountain Medical: (970) 328-1650
Vail-Summit Orthopaedics: (866) 358-0202
The Steadman Clinic: (866) 942-2688
 

Which ambulance transport service brought me to your facility?

There are two ambulance transport services within Eagle County that could have brought you to our facility:
 
Eagle County Paramedic Services: (970) 926-5270
 

What is co-insurance?

Co-insurance refers to money that an individual is required to pay for services, after a deductible has been paid. In some health care plans, co-insurance is called "co-payment." Co-insurance is often specified by a percentage. For example, the employee pays 20 percent toward the charges for a service and the employer or insurance company pays 80 percent.
 

I'm a Medicare patient. Are self-administered drugs covered during my hospital stay?

If you are a Medicare patient then self-administered drugs may not be covered during your outpatient/observation stay. Click here for more information (pdf).

What does co-payment or co-pay mean?

Co-payment is a predetermined (flat) fee that an individual pays for health care services, in addition to what the insurance covers. For example, some HMOs require a $10 co-payment for each office visit, regardless of the type or level of services provided during the visit. Co-payments are not usually specified by percentages.
 

How does my deductible figure into all of this?

The deductible is the amount an individual must pay for health care expenses before insurance (or a self-insured company) covers the costs. Often, insurance plans are based on yearly deductible amounts.
 

What does pre-authorization mean? How do I get it?

A pre-authorization is an approval by one's insurance company for the policy holder or dependent to receive hospital services or be admitted to a hospital. Pre-authorization should be sought according to your policy prior to receiving services or admittance in order for services to be covered by the insurance company. If you have questions about the services you are scheduled to receive, please contact your insurance company to understand the need for prior authorization.