Medical Bill Collection Practices

Medical debt and medical debt collection have received national media attention. Unfortunately, as the number of uninsured and underinsured escalates, the medical debt issue will surely become an even larger social issue for the health care industry.

We want you to know our philosophy:

When people come to Carle Foundation Hospital for exceptional health care, we provide it. When they tell us that they cannot afford the care, we help.

As your locally owned community hospital, we always provide the care first, then help with the financial challenges.

Financial Help is Available

As a charitable organization, The Carle Foundation Hospital recognizes its responsibility to make our community healthier, regardless of a patient’s ability to pay. We encourage you to build awareness of the resources available for patients concerned about paying their hospital bills.

Patient representatives, social workers and registration staff are available to personally discuss a patient’s particular situation. Written information is also available to patients in admitting areas.

Our financial team helps patients by checking a patient’s insurance coverage, identifying any holes in coverage, looking for alternative methods of coverage, assisting patients in filling out insurance forms, helping patients apply for public assistance, setting up payment plans and helping patients apply for financial assistance through the Hospital’s Community Care Discount Program.

If a patient is unable to make a payment as low as $25 per month, he/she is encouraged to apply for Community Care Discount Program. For those whose income is at or below 200% of the Federal Poverty Level, we provide 100% charity care, if they complete the application. Discounts are also provided for people with an income of up to 400% of the Federal poverty level. 

Additionally, for patients whose income is at or below 400% of the Federal Poverty level, patient bills are capped at 40% of the patient's gross annual income. For all uninsured patients, regardless of the income level, Carle provides a 25% discount off of the patient balance if paid within 30 days.

When a Patient Doesn't Pay a Bill

As a charitable organization, we also recognize our obligation to be a good steward of community resources. We must be fair and compassionate to those in our community who cannot afford to pay hospital bills. But we also must be fair to people who are able to pay and do so. Patients who can pay, but choose not to, compromise our ability to continue providing quality, affordable care.

We work hard to determine who can—and who cannot—afford to pay their hospital bills. However, if patients choose not to discuss their financial status, set up payment plans, ask for alternative methods of coverage or apply for the Hospital’s Community Care Discount Program, we must assume that they are able to pay their hospital bill.

If, after a reasonable amount of time has passed and a patient does not respond to multiple requests for payment, the business office turns the information over to a collection agency as a last resort. The collection agency is then responsible for obtaining payment and in some cases, that may involve the courts. In Illinois, the court system may use any number of legal tools to enforce court orders in extreme cases, such as when someone is able to pay, but chooses not to or when someone ignores the judge’s order to appear in court to discuss their debt. However, these tools are rarely used because most people respond at some point during the collection process.

While Carle Foundation Hospital does use collection services, we review individual cases and assess each patient's capability to pay before moving forward with collections.  We prefer to work out convenient payment plans with patients in need. It is not uncommon for someone to be paying the hospital $50 per month for a $10,000 medical bill. At any point in time, Carle Foundation Hospital is carrying about $15 million due from our patients in unpaid medical bills.

Collections from people who are able to pay ensures that Carle Foundation Hospital can continue to live out its mission: providing high quality care and improving the health of all people—now and in the future.

What We Can Do

We understand unique circumstances arise in each family’s financial situation. That’s why it is so important for patients to discuss their financial concerns with the business office. If you come into contact with a patient who voices these concerns, please refer them to one of our patient accounting representatives at (217) 326-2900.

In order to understand a patient’s story, Dr. Jim Leonard, our president and CEO, formed a three-person panel to review our most difficult cases on an individual basis prior to action. This will further ensure that anyone who cannot afford to pay has the opportunity to take advantage of the financial assistance available from Carle Foundation Hospital.

Medical debt will likely remain a difficult issue for hospitals and patients across the country. In our community, be assured that Carle Foundation Hospital will continue to provide exceptional quality health care first to everyone and then help with financial assistance to those who need it.

If you have any questions about Carle Foundation Hospital's Community Care Discount Program, other forms of financial assistance, or our collection practices, please call at (217) 326-2900.