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Revenue Cycle Operations

Frequently Asked Questions

Below is a list of frequently asked questions to help you understand your billing statement.

What are my payment options?

The following options are available for paying on your account. You may contact our billing office to discuss payment arrangement options that may be available to you.

By Mail – Pay by check, credit card (Visa, Mastercard, Discover or American Express)

  • The University of Texas Medical Branch
  • P.O. Box 4295
  • Houston, Tx 77210-4295

Online – Pay be electronic check or credit card (Visa, Mastercard, Discover or American Express) at https://www.utmb.edu/hpfs

Will UTMB Health accept monthly payments on my account?

If you are a self-pay patient or have a financial obligation to UTMB Health after your insurance has fulfilled its financial responsibility, you will be expected to pay the balance due. You will receive a monthly statement showing the amount owed for each visit.

If you cannot pay your patient balance in full, it may be possible to establish a payment plan. The term and payment amount is determined by the amount owed. Our Customer Service Account Specialist can assist you in establishing a payment plan.

To contact a Customer Service Account Specialist please call:

  • (409) 747-1099 or 800-435-1871

Will UTMB Health send my bill to my insurance company?

Yes. UTMB Health will file claims on all accounts in which there is complete insurance information (insurance name, address, policy number, group number etc.) on file.

Remember to provide your insurance information when you schedule your appointments and at the time of your visit.

How long will it take my insurance company to pay my account?

On average, an insurance company will process a claim within 60 days. Our billing office will follow up with the insurance company to expedite the resolution of the claim. At times you may need to contact the insurance company to assist in the process. In the event your insurance company fails to pay the claim after (60) days, it may be necessary for us to ask you to pay your hospital bill. Please remember that the patient or guarantor, not the insurance company, is responsible for the settlement of the account.

How can I find out if my insurance company has paid or how much they paid?

Once your insurance company has processed your claim you should receive an Explanation of Benefits (EOB) from them. The EOB will provide you with the amount they paid and any portion of the claim that is your responsibility. To verify if our office has received the payment from the insurance company, you may contact one of our Customer Service Account Specialist at

  • (409) 747-1099 or 800-435-1871

Why did my insurance company only pay a portion of my bill?

Most insurance company plans require that you pay a co-payment, coinsurance and/or a deductible for your healthcare expenses. Your bill may also include charges that are your responsibility, such as non covered items or out of pocket expenses. Please refer to your benefits plan or contact your insurance company for more detailed information about your insurance coverage.

How do I update the insurance information UTMB Health has on file for me?

Our Customer Service Account Specialist can assist you in updating your insurance information.

To contact a Customer Service Account Specialist please call:

  • (409) 747-1099 or 800-435-1871

How can I get an itemized statement on my account?

UTMB Health will mail you a monthly statement on each account in which you owe a balance. If you would like to receive a more detailed list of your charges you may request an itemized statement of charges on your account.

Our Customer Service Account Specialist can assist you in obtaining an itemized statement. To contact a Customer Service Account Specialist please call:

  • (409) 747-1099 or 800-435-1871

How can I change the mailing address on my account?

Our Customer Service Account Specialist can assist you in updating the mailing address on your account.

To contact a Customer Service Account Specialist please call:

  • (409) 747-1099 or 800-435-1871

I paid at the time of my visit, why am I getting a bill?

In most cases, if you have insurance, UTMB Health will collect a co-pay at the time of your visit. Depending on your insurance, you may also be responsible for any co-insurance, deductible or separate co-pays for certain ancillary charges applied by your insurance company.

If you do not have insurance, UTMB Health will collect a deposit at the time of your visit. This deposit may not cover the entire cost of the visit. Once all charges are determined, you will receive a statement for any balance remaining.

How can I meet with someone in person to go over my UTMB Health bills?

Customer Service Account Specialists are available to meet with patients during our normal business hours of Monday – Friday 9:00am to 4:00pm. Our office is located at:

  • Shearn Moody Plaza Building
  • 123 Rosenberg 2nd Floor
  • Galveston, Texas 77550
What if there is an error on my bill?

If you believe that your bill is incorrect, please contact one of our Customer Service Account Specialists. To contact a Customer Service Account Specialist please call:

  • (409) 747-1099 or 800-435-1871

Patient Rights and Responsibilities

A handbook for our patients and their families