Frequently Asked Questions

If you have insurance coverage, we will file your claim to your insurance carrier after you have received health care services.

As a convenience to you, we will not send your billing statements until your insurance company has processed your claim and there is a balance due. The balance will include co-pays and/or deductibles and/or non-covered charges.

What counts as Medical Advice Messaging?

If your doctor, nurse practitioner or physician assistant needs to make a clinical assessment or medical decision, order a test or medication, or review your medical history in order to respond to your MyChart message – or if it takes more than a few minutes to respond – the provider may bill the message exchange to your insurance.

Examples of messages that may be billed to insurance:

• A new issue or symptom requiring medical assessment or referral
• Adjusting medications
• Chronic disease check-in
• Flare-up or change in chronic condition
• Request to complete a form

What doesn’t count as Medical Advice Messaging?

If your MyChart message does not require clinical evaluation or medical advice from a doctor, nurse practitioner or physician assistant – or if it can be answered quickly and easily – it won’t cost you anything.

Examples of messages that won’t be billed to insurance:

• Request for a prescription refill
• Request to schedule an appointment
• Message that leads your provider to recommend a visit
• Follow-up care related to a recent surgery (within the past 90 days) – with exceptions for some surgeries
• Update for your doctor when no response is needed
• Message that take only a few minutes to answer

For more information visit, https://mychart.monument.health/MyChart/Authentication/Lo

Your insurance carrier will send you notification when it has processed your claim. If you do not receive notification within 30 days of your service, please contact your insurance carrier. Our office may also contact you if we are experiencing delays in receiving payment from your insurance carrier. You may be asked to provide more information and assistance to resolve the issue.

If you do not have insurance, a bill will be sent directly to you after service is complete or you have been discharged from the hospital.

We have payment plans available, which allow you to make monthly payments. A Patient Financial Services representative will work with you to establish an agreeable repayment plan.

For more information please call us at 605-755-2455 weekdays 8 a.m. to 4:30 p.m.

You can make an online payment by either credit card, debit card or check. We accept American Express, MasterCard, Visa and Discover.

Payments are processed in real time, or on the same day as you make the payment. If you make an online payment on Saturday or Sunday, your transaction will be processed the following Monday.

Yes. Please see the instructions above.

Yes. Online access to account information is available by logging into your MyChart account. If you have questions about your account balance or any other account-related topic, call the appropriate number listed on your statement, or call 605-755-2455 weekdays 8 a.m. to 4:30 p.m.

The Monument Health Patient Financial Services Office is available to help. You may call the phone number listed on your statement, or call 605-755-2455 weekdays 8 a.m. to 4:30 p.m.

All transactions processed on Monument Health Online Bill Payment are eligible for a refund if the patient would like to cancel the payment. To request payment cancellation, please call Monument Health Patient Financial Services at 605-755-2455. Please allow 7 to 10 business days for a refund of a payment processed through the Monument Health Online Bill Payment system.

If you have questions about your bill, please see About Your Bill. To learn more about Monument Health’s Financial Assistance Programs, visit Financial Assistance.

You may call the phone number listed on your statement, or Patient Financial Services at 605-755-2455 weekdays 8 a.m. to 4:30 p.m.  You may also requested a detailed bill by sending a message to Customer Service via MyChart messaging.

Monument Health accepts all major insurances. Please call your health insurance provider to confirm that Monument Health is an in-network provider. You may be responsible for any portion not covered by insurance.

Monument Health participates in the following state Medicaid programs:

• South Dakota
• Minnesota
• Montana
• Nebraska
• Wyoming

If your Medicaid provider is not listed, you are responsible for any charges for services received.

For information about our Financial Assistance Programs call us at 605-755-2455 weekdays 8 a.m. to 4:30 p.m.

Monument Health will process and send a billing statement after payment is received from the insurance provider and it is confirmed that the balance is owed by the patient. The time it takes depends on how long it takes to receive a response from your insurance. Delays in sending a billing statement can occur if a denial is received from the insurance provider, Monument Health will file an appeal and attempt to receive payment for the services provided.

Depending on your financial circumstances, you might be asked to provide financial information regarding your income. Your financial assets and liabilities may also be considered when determining your ability to pay. Monument Health also uses income limits issued by the U.S. Department of Housing and Urban Development to determine a person’s eligibility for financial assistance.

A medically necessitous patient is a person who has experienced a sudden loss of income of at least 90 days due to illness. A financially necessitous patient is a person who does not have insurance and cannot afford to pay for part or all of their health care.

Only medically necessary care received at a Monument Health hospitals is covered on Monument Health’s Financial Assistance Program. A list of excluded services is available upon request.

Depending on the services you needed, you might receive several other bills. If you had certain tests or procedures, you also might receive a separate bill from doctors who are not employees of Monument Health, such as an anesthesiologist, emergency medicine physicians, radiologist or pathologist.

Patient Advocates will help you understand the cost of care, determining what will be covered by insurance, explaining payment options, and identifying payment resources.