Patient Billing Services

• Baystate Medical Center
• Baystate Franklin Medical Center
• Baystate Mary Lane Hospital

About Your Medical Bills

Hospital Costs
We use many cost-saving methods to keep your costs as low as possible, while still providing the highest level of care.  The charges for your stay are based on how long you are here and the services you receive during that time.

There is a basic room charge, which includes fees for the room, nursing care, laundry, housekeeping, and other services.  There are additional charges for any special services you receive, such as the use of the operating rooms, laboratory tests, radiology, physical therapy, medications, and special supplies.  These charges are itemized on your bill.

If you have any questions about your hospital bill. please call our Customer Service Line at 413-794-9999 or toll-free at 1-877-461-1931.  The Customer Service Representative will be happy to assist with any questions you may have.


Insurance
We participate in most insurance programs offered in our area.

Information about your insurance coverage was taken when you were admitted.  In order to submit an insurance claim for you, we need proof of your insurance identification card or claim form from your insurance company.  If you did not present this information when you were admitted, please have a friend or family member bring it to the Access Services Department when they visit you.  Please remember that insurance plans do not necessarily cover the entire hospital bill. We understand that insurance coverage can be complicated, so if you need any assistance, please call our Financial Counselor at 413-794-9999.   

Deductibles and Co-payments
Most insurance policies today include provisions for out-of-pocket deductibles and co-payments.  You will be notified about any amounts not covered by your insurance that you are responsible to pay.  Payments may be made by cash, personal check, VISA, MasterCard, or Discover Card when you are discharged.

Financial Assistance
If you cannot afford to pay your hospital bill in full, one of our financial counselors will be happy to work with you to set up a payment schedule.  If your financial situation makes you eligible for MassHealth or other assistance programs, the financial counselors can help you complete the necessary applications.  If you would like to speak to a financial counselor, please call 413-794-2452.  You will then be referred to the appropriate financial counselor for assistance.

Credit & Collections Policy

Physicians' Fees
If you receive services in the hospital from your primary care physician or from other specialists such as anesthesiologists, surgeons, or consultants, you will be billed separately by them.  If you have any question about these bills, please contact the physician's office directly.  For BMP Physician services, contact the Customer Service Department of the Physician Billing Office at 413-794-5700 or toll free at 800-436-6865.

If I have free care (Health Safety Net) what services are covered?
Medically necessary services are covered under Free Care (Health Safety Net).  You should contact Mass Health toll free at 800-332-5545, which will put you in touch with a Free Care Specialist that can answer your specific questions.

Please note that physician's charges are not covered under the HSN guidelines.  Due to the affiliation of your physicians with Baystate Health System, should you call and request HSN coverage for these services we will be happy to assist you.

How do I get an itemized bill?

Please locate the organization you need to contact at the top of this page and call the corresponding telephone number and our representatives will process your request in a timely manner.

Where do I go to pay in person?
Our Patient Billing Service Center is located at 280 Chestnut Street in Springfield, MA.  We are open to assist you from 8AM-4:00PM Monday-Friday. We also have cashiers at:  

759 Chestnut Street

Springfield, MA

164 High Street

Greenfield, MA

85 South Street

Ware, MA

Can I pay my bill online?

Yes, you can pay bills online for the following facilities:  Baystate Medical Center, Baystate Franklin Medical Center, Baystate Mary Lane Hospital, Baystate References Labs and Baystate Medical Practices at baystatehealth.org/billpay 

How do I get a list of all my payments for the year for my taxes?

FOR HOSPITAL BILLS: Please call our representatives at 413-794-9999 or toll free at 877-461-1931.  They will be able to process your request for you.

FOR BAYSTATE MEDICAL PRACTICES PHYSICIAN BILLS:   Please call our representatives at 413-794-5700 or toll free at 800-436-6865.