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Frequently Asked Questions

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Patient Account Statements

  1. Who can I contact if I have questions about my statement?

    You may call us at 507.287.2780 weekdays from 7:30 AM to 5:00 PM (excluding holidays). Please be prepared to provide your clinic guarantor number or hospital account number (you will find this number in the upper right-hand corner of your statement). We have also provided, below, answers to some of our patients' most frequently asked questions. If, at any time, you have a question regarding your statement, do not hesitate to contact one of our patient financial counselors. They are eager to answer your questions and assist you in whatever manner they can.

  2. What is a clinic guarantor number?

    The guarantor is the person responsible for payment of the account. Each guarantor is given a guarantor number, which is printed on your statement. This number provides the access to your account information and is required to enroll for your online account.

  3. Why did I receive more than one statement?

    You will receive one hospital statement for each patient you're responsible for. Depending on the services provided, you may also receive a hospital and a clinic statement. There are several departments at Olmsted Medical Center from which you could receive a hospital statement as well as a clinic statement, such as the emergency department and surgical services.

  4. I would like an itemized copy of my services. How can I request one?

    Contact patient accounts to request a copy of your itemized bill. You can expect to receive a copy of your bill within 7 to 10 days.

  5. What's the best way for me to pay my statement?

    Unpaid balances, including all applicable co-payments, co-insurance, deductibles and any non-covered services are the responsibility of the patient and must be paid upon receipt of the statement. For your convenience we accept a variety of payment methods:

    • Cash/Check
    • Visa
    • MasterCard
    • Discover
    • American Express

    Payments can be made using our free online bill pay service.

    Payments can be mailed to Olmsted Medical Center at:

    Olmsted Medical Center
    Attn: Patient Accounts
    PO Box 4300
    Rochester, MN 55903-4300

    Please be sure to include your guarantor number with your payment.

  6. What do I owe?

    To find the answer to this question, please check your account details or contact us at 507.287.2780.

  7. Did you receive my payment?

    To find the answer to this question, please check your account details or contact us at 507.287.2780.


  1. Why didn't my insurance pay?

    Please contact your insurance carrier directly to determine why they did not properly process your claim. This contact information can be found on the back of your insurance card.

  2. Why do I have to give my insurance information every time I visit Olmsted Medical Center?

    We ask for your insurance information every time you visit Olmsted Medical Center to ensure that our records are accurate and up to date. Patients and/or employers change insurance carriers with great frequency. To process your bill quickly and accurately, we ask you for your insurance information on every visit. This gives us the opportunity to verify your insurance coverage and benefits.

  3. What is a deductible? A co-payment?

    • A deductible is the out-of-pocket fees you pay before your insurance plan begins reimbursement. A deductible is usually a set dollar amount, such as $250.
    • A co-insurance is the portion of your health care expenses not covered by insurance. A co-insurance is usually a percentage figure—for instance, 10% or 20%.
    • A co-pay is usually a set amount you owe per visit or per service. co-pays are usually associated with Emergency Room visits, physical therapy or other outpatient services. For example, on a $500 bill, your deductible might be $150, so you would have to pay the first $150. This leaves a balance of $350. Of that $350, your co-insurance might be 20%, meaning that you will have to pay an additional $70. Your insurance company will pay the remaining $280. Once you have this information, there are a number of ways to pay your bill.
  1. Should I contact my insurance company before coming to Olmsted Medical Center?

    That depends on the services you are going to receive and your particular insurance policy and benefits. In general, it is a good idea to review your insurance policy and benefits before receiving medical services. In some cases—for instance, if you are coming in for laboratory tests or a chest x-ray—you may not need to notify your insurance company. However, for many other services—such as an inpatient admission, ambulatory surgery or any invasive diagnostic test/procedure—your insurance company may require that you notify them in advance. Lack of such notification could result in reduced benefits.

  1. I keep getting bills from Olmsted Medical Center. Why don't you bill my insurance company?

    Olmsted Medical Center will not submit a statement to you until your insurance has processed the charges or there was no response from your insurance in a timely manner. It is important that you respond to any communication from your insurance requesting information from you in order to process your claims. Contact your insurance company if you have any concerns about why they did not process a charge. Contact us if you have any other questions regarding your statement.

  1. I am also covered on my spouse's insurance policy. Will you send bills to both insurance companies?

    Olmsted Medical Center will coordinate benefits for patients covered by more than one insurance policy. It is important that you provide the information for both insurances to us in order to submit claims to both.

  1. How much is my deductible and coinsurance?

    Your deductible and coinsurance amounts are determined by the insurance plan in which you are enrolled. This information should be included in your insurance benefits handbook. If you cannot find this information, or have other questions please contact your insurance carrier.

  1. If I don't have any insurance, how do I know how much to pay? Whom do I pay?

    If you have questions regarding the expected cost of your services at the Olmsted Medical Center, contact us. To help us provide the most accurate estimate, please have a copy of your physician’s order, the procedure name or CPT code and diagnosis ICD-9 code, if available. The financial counselor will be able to give you an estimated cost of your services. You may pay your bill prior to service and a receipt will be issued to you for your payment. Major credit cards are accepted.

  2. Who is responsible for paying my bill?

    Olmsted Medical Center will file a claim to your insurance company (unless you specify otherwise). You are ultimately responsible for making certain that your bill is paid. If a balance remains after your insurance has issued a payment or a denial, payment is due immediately upon receipt of your statement.

  3. Will I be asked to make any payment when I come to Olmsted Medical Center?

    Depending on the type of insurance you have, you may be asked to pay your co-pay, deductible and/or coinsurance.

  4. Do I need to bring anything with me when I come to Olmsted Medical Center?

    In addition to anything your clinician may ask you to bring in, please bring the following:

    • Insurance card(s)
    • Co-pay (if applicable)
    • Photo ID such as a driver’s license.
  5. Where can I get an estimate for the cost of a service or procedure at Olmsted Medical Center?

    To obtain a price estimate for a test or procedure at Olmsted Medical Center, please contact us. To help us provide the most accurate estimate, please have a copy of your physician’s order, the procedure name or CPT code and diagnosis ICD-9 code, if available.

  6. Did you bill my correct insurance?

    To find the answer to this question, please check your account details or contact us at 507.287.2780.

  7. What is pending with my insurance?

    To find the answer to this question, please check your account details or contact us at 507.287.2780.

    Payment Assistance

    1. I just got a call or letter from a collection agency. Why?

      As part of our normal billing process, we make several attempts to assist you in resolving your balance. We determine the amount you are responsible for after we have received payment or denial of payment from your insurance company. You may receive notice from a collection agency if, after repeated attempts to contact you, we have been unsuccessful at resolving your balance.

    2. I can't pay my whole bill at once. What are my options to resolve my balance?

      In keeping with Olmsted Medical Center’s mission to provide comprehensive, coordinated health care services to our patients, Olmsted Medical Center offers several programs to help patients with resolving their medical bills. These include:

      • 0% percent bank loans
      • Payment plan arrangements
      • Financial Assistance
      • Olmsted Medical Center offers the services of patient financial counselors to assist patients with resolving their balance.

    Please read more about payment assistance options or contact us at 507.287.2780 or 866.287.2780 to discuss them.

    Online Payment

    1. How do I view my account information and manage my account online?

      In order to view your account information and make payments online, you must enroll by entering your requested information on the enrollment page. This information will ensure that only you can securely access your account information.

    2. Can another family member access my online account?

      A family member can only access your account if you provide that person with your guarantor number and password. There is only one sign-on per guarantor. If the guarantor is the same on the hospital and clinic statements, only one sign-on will be needed to access both accounts online.

    3. Can I contact Patient Accounts by e-mail?

      Yes, once you are logged into our online billing system you may correspond with us. We will personally reply to your message during normal business office hours. For reasons of privacy and security, it is our policy not to send or receive patient information via e-mail. Please do not send requests for medical advice, treatment options, appointments or patient information (even your own) to us via e-mail. Please include your daytime phone number in your communication.

    4. Do I need to enroll in order to use these other resources?

      No, you only need to enroll if you would like access to 'My Account' information, including making payments, tracking insurance, receiving e-mail notifications when there is a change to your account, etc. The other resources are available to you 24 hours a day, regardless of your enrollment.

    5. Will I be able to view and pay both my Olmsted Medical Center Hospital and Clinic statements with one log on?

      Yes, as long as the guarantor name is the same for both the Hospital and Clinic. If the guarantor names are not the same, please contact us at 507.287.2780 or 866.287.2780. To log in, click on the pay my bill link for instructions.

    6. Do I need to establish an electronic payment method to be eligible for the online account manager?

      No. When it comes time to pay your bill, you will have the option to either establish an electronic payment method or print out a payment stub on your home printer.

    Still have a question? Call us at 507.287.2780 or use our Contact Us form.

    Contact Us

    OMC Patient Accounts can be reached Monday through Friday, 7:30 AM to 5:00 PM (except on holidays), at:

    tel: 507.287.2780 

    toll free: 866.287.2780

    fax: 507.287.2740

    Mailing address:

    Olmsted Medical Center
    Attn: Patient Accounts
    PO Box 4300
    Rochester, MN 55903-4300