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 909-651-4177

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 hospital billing and physician billing?

Hospital billing covers the resources used by the facility for your care (like equipment, supplies and medications). Physician billing covers the skills used by your provider for your care (like exams, medical oversight and medical direction). While both billing types may use similar terms for a certain charge, each bills for unique services.

Why am I receiving multiple bills?

When you receive medical services at a facility, the specialists who perform the services are often required to bill you separately. Depending on the services, you may receive one hospital bill and up to one physician bill per specialist.

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

If you have concerns about your bill, please call our hospital billing hotline at 909-651-4177 or our physician billing hotline at 909-558-4440.

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.