Paying My Bill

Have questions or need help? Call Vail Health Customer Service at (888) 209-7711

In September, Vail Health will be making some important changes to your billing and payment experience. If you have any issues during this transition, please call our customer service team at 888-209-7711.

Our goal is to ensure that the billing statements you receive are clear and transparent, and that paying those bills is simpler and more convenient. In the coming weeks, we will be making several improvements based on customer feedback, including:

 

Want to pay your bill online?

We are making improvements to our online bill pay experience. Our new payment portal will be available for you in October. Until then, if you would like to talk with someone in Customer Service to either pay your bill or ask any questions, please call us at (888) 209-7711. Our team is available to support you between the hours of Monday-Friday between the hours of 8am – 4:30pm MST.

Are you on a Payment Plan?

If you are currently utilizing one of our payment plans, effective September 1, 2020, the payment plan you currently use will no longer work. Our Customer Service team will work with you to update your payment plan. To get started please call us at (888) 209-7711 Monday-Friday between the hours of 8am – 4:30pm MST.


FAQs

Q: Why did you decide to make these changes to the billing and payment experience?

A: We are always looking for ways to improve our patient experience. As we evaluated our billing process, and listened to what our patients have been saying, we decided to take the necessary steps towards improvement which included changing our billing partner.

Q: I have had a visit to Vail Health in the last few months, why have I not received my bill yet?

A: It’s important to understand that the claim process can take up to 60 days (on average) to process through your insurance. That said, we have been delaying sending bills and statements to patients who have received care in the past few months. This way you will receive the new, easy-to-read statement in mid-September, at which time, you will be able to access the online payment portal to pay your bill or set up a payment plan.

Q: I have been receiving statements from Vail Health previously, what do I do with those?

A: These initial changes to the billing process will take place on September 1, 2020, and updated statements will be mailed out in mid-September. To ensure a smooth transition, we will be extending due dates. Your next statement will reflect these updated due dates.

Q: How will I know if this impacts me?

A:

If you have any outstanding payments due for services received at Vail Health Hospital or our Vail Health Clinics, or you currently have a payment plan set up with us, then this likely impacts you.

  • For those of you who use our online billpay portal to pay outstanding payments: Our new online bill pay portal will be available in early September. Until then, if you would like to make a payment over the phone you can call our Customer Service team at (888) 209-7711. Our team is available to support you between the hours of Monday-Friday between the hours of 8am – 4:30pm MST.
  • For those of you currently utilizing one of our payment plans, effective September 1, 2020, the payment plan you currently use will no longer work. Our Customer Service team will work with you to update your payment plan. To get started please call us at (888) 209-7711 Monday-Friday between the hours of 8am – 4:30pm MST.

Q: Does this affect my health insurance?

A: Nope! Once you are seen in one of our facilities we bill your health insurance as part of our normal process. After a period of time, your health insurance provider will communicate to us two things: what they will cover and what you are responsible for. From there we process that information and it is sent to you in the form of the patient statement. This change only impacts the statements that are sent to you and the method by which you can pay us (phone, online or mail).

Q: What services does this include?

A:

Vail Health bills and collects for the following services.

  • Beaver Creek Medical Center
  • Breast Care Clinic
  • Cardiac Rehabilitation Center
  • Cardiovascular Center and Pulmonology Clinic
  • Howard Head Sports Medicine
  • Infectious Disease
  • Laboratory
  • Shaw Cancer Center
  • Sonnenalp Breast Center
  • Surgical Associates
  • Urgent Care
  • Vail Health Clinics
  • Vail Health Hospital
  • Wound Care

Even though you may have received care from the services below, Vail Health does not bill for them. This means the following entities will continue to bill you separately as they have in the past.

  • 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 Summit Orthopedics & Neurosurgery
  • Vail Valley Surgery Center

Q: If Vail Health and Colorado Mountain Medical are part of the same health system then why do they bill separately?

A: Vail Health and Colorado Mountain Medical joined forces in 2019 because we realized that, together, we can provide better care for our community than we can apart. Since the partnership is new, the billing systems are still separated as we have two different software solutions and practices in place. We understand that a better patient experience means that your patient statements all come from the same place, regardless of receiving your care from Vail Health or Colorado Mountain Medical. As opportunities to align systems become available, we are hopeful to work towards that goal.