Frequently Asked Questions

A couple reviewing a bill.

What is a combined Moffitt statement?

Patients will receive one statement that combines both hospital and professional (physician) fees. The statement features an Account Summary, making it easy to understand the total amount owed. Detail is also provided to help you understand what services you are being charged for in the bill. The bill for the professional, or physician, fees includes charges for the time that the physician or other advanced practice professional spends with the patient during the office visit, or reading and interpreting the results of the patient’s laboratory, radiology, or other testing. Charges from physicians practicing at Moffitt who belong to the Moffitt Medical Group are included on the combined statement. However, there are physicians from USF and some other professional groups that practice at Moffitt as well, so you may receive a separate professional bill from them. If you have any questions, please contact the financial counselors located in the Business Office or by calling 813-745-8422 or emailing custservbusoff2@moffitt.org.

Why does Moffitt charge a facility fee?

Moffitt is a licensed acute care hospital. Moffitt is unique in that the vast majority of physicians who practice at Moffitt do not have private offices. The only place where they see patients is in the outpatient department of Moffitt hospital. The hospital bills for providing the clinical evaluation, treatment facilities, nursing staff, supplies, etc.  Even if the patient sees the physician in a hospital for a consultation only, the hospital must bill for the use of its facilities and non-physician staff. 

Why was I billed for hospital charges when I was only seen in the clinic?

Moffitt has acquired certain facilities for providing healthcare services either on the campus (at the main hospital) or off campus. These facilities are licensed as part of the hospital and are considered provider based facilities.  All services are billed as an outpatient hospital and may result in a higher out of pocket expense.

Why am I being billed for slides I sent to Moffitt prior to my first appointment?

The slides and pathology reports are required to identify potential discrepancies in the diagnosis, which are not uncommon.  You can still see a Moffitt specialist if your slides and pathology report cannot be obtained.  Your insurance will be billed directly by both the Moffitt pathology department and the pathologist for reinterpreting the slides.  Please note, if you cancel your appointment after we have reinterpreted the slides, this charge cannot be reversed. 

What if my bill wasn’t what I anticipated?

Your balance is determined by your insurance carrier. If you think there is a discrepancy please call your insurance provider regarding your benefits. Additionally, we are more than willing to help estimate the costs of care. A member of our Customer Service team can help with an estimate.

Why does Moffitt credit my payment to the oldest bill first?

Moffitt’s financial system calculates the total responsibility from all your visits to our hospital.  Much like a credit card, your payment is applied to your total bill at Moffitt not to an individual date of service.  If you are unable to pay your entire balance in full, we request that you contact us and set up a payment plan on your entire outstanding balance.  Please note, you must contact Customer Service to add any new balances not already included in payment arrangement.

Why did I receive a bill from an outside lab?

At times, Moffitt will need to send your labs to an outside laboratory for testing when these cannot be done at our facility.  Your insurance will be billed by the laboratory and your benefits such as co-pay, deductible, and co-insurance could apply.

How do I know if my insurance carrier paid for my services?

Any reimbursement from your insurance carrier will be reflected on your statement. In addition, many insurance carriers send explanation of benefits to their subscribers explaining how their medical claim was processed. For any questions regarding your coverage and benefits, please check with your insurance provider.

Why am I receiving an invalid account error message when trying to access the online bill payment system?

The message is generated because your account is not available on our online payment system at this time. Please contact a Financial Counselor at 800-456-3434 ext 8422  for more information.

What do I do if I lose my insurance?

If you lose health insurance coverage, there are options to get you back on track. If you lose your job for any reason, you have the opportunity to select from two main options for health insurance coverage: Affordable Care Act Plan or COBRA continuation coverage. To learn more about these coverage options, visit healthcare.gov or feel free to call us with any questions at 1-800-456-3434 ext. 8422 or custservbusoff2@moffitt.org.