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Frequently Asked Questions


If I have free care (Health Safety Net) what services are covered?


Do you accept payments over the phone?


Why do I receive several bills for one visit?


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


Can I pay my bill online?


Do you accept monthly payments?


Are newborns automatically enrolled in my insurance plan?


What credit cards do you accept?


How do I apply for free care (Health Safety Net) and/or financial assistance?


How do you develop prices for our services?


My newborn stayed in my room while I was in the hospital.  Why do I have a nursery charge?


How do I get an itemized bill?


Where do I go to pay in person?


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.

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Do you accept payments over the phone?

Yes. Call 413-794-9999 or 877-461-1931 to have one of our representatives take your payment during regular business hours. Or pay by phone 24 hours a day 7 days a week by calling and choose option 1. Please have the account number handy (printed on your bill).

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Why do I receive several bills for one visit?

You may receive bills for facility charges while in the hospital, including charges for room, operating and recovery room charges, nursing and technical support, rehabilitation, pharmacy, and supply charges.  You may also receive bills from the physician, as well as bills from Radiology, the Laboratory and anesthesiologists.

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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.

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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.

 

Online billpay allows you to:

  • View your statements
  • Process payments
  • Discontinue paper bills
  • Schedule Auto-Pay for future payments.

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Do you accept monthly payments?

Baystate Health does accept monthly payments at a 0% interest rate.  Please locate the organization you need to contact at the top of this page and call the corresponding telephone number and we will provide instructions and guidance.

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Are newborns automatically enrolled in my insurance plan?

No. For most insurance you must contact the Member Service Department and enroll your newborn(s) within 30 days of the birth.  Call your insurance company for specific guidelines.

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What credit cards do you accept?

We accept MasterCard, Visa, American Express and Discover.

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How do I apply for free care (Health Safety Net) and/or financial assistance?

Baystate Health has staff that specializes in answering all your questions and assisting you with financial counseling services.  For Baystate Medical Center, please call 413-794-2452.  For Baystate Franklin Medical Center, please call 413-773-2849.  Baystate Mary Lane Hospital can be reached at 413-967-2250

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How do you develop prices for our services?

Prices are determined by looking at costs and we compare favorably to other hospitals when reviewing data throughout the country.  Costs can be high due to being open and staffed twenty four hours a day and the high cost of living in the Northeast.

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My newborn stayed in my room while I was in the hospital.  Why do I have a nursery charge?

The nursery charge includes routine newborn supplies, food and nursing care, as well as having a crib available should the newborn not be able to stay with you.

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How do I get an itemized bill?

Call Patient Billing Services at 413-794-9999 or 877-461-1931.

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Where do I go to pay in person?

The Patient Billing Service Center located at 280 Chestnut Street in Springfield, MA is open 8AM-4:00PM Monday-Friday, or stop by any cashier at:

 

Baystate Medical Center

759 Chestnut Street

Springfield, MA

 

3rd Floor in Daly Building

Hours: 9AM - 1PM

Monday - Friday

Baystate Franklin Medical Center

164 High Street

Greenfield, MA

 

Patient Registration

Hours: 8:30AM - 4:00PM

Monday - Friday

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