NorthShore University HealthSystem

Business Office Hours:
8:00am - 5:30pm

General Number

Website: www.northshore.org

Frequently Asked Questions

About Your NorthShore University HealthSystem Statement


Q: Who do I contact if I have questions about my bill?

A: Please call 847.570.5000 for assistance with your bill or you can email your questions to customerservice@northshore.org.


Q: Are all my physician and hospital charges combined on this single statement?

A: Beginning in January 2013, NorthShore University HealthSystem Hospitals and NorthShore University Medical Group combined patient billing onto a single statement. You will now receive one statement for yourself and all family members who share this account number. If you see a physician who is not employed by NorthShore or receive Home Health Services, you will receive a separate statement and have responsibility to follow up with those providers.

Q: Can I elect to receive separate statements for certain services or family members?

A: Yes. Psychiatric services are automatically billed on separate statements to help ensure confidentiality. Other patients on your account may receive a separate statement by requesting a separate guarantor account number at registration or by contacting Customer Service at 847.570.5000.

Q: Should I contact my insurance company before coming to NorthShore?

A: We suggest that you review your policy and benefits prior to receiving any medical attention. If you have any questions regarding your policy, please contact your employer or insurance carrier.

Q: Do I need to bring anything with me when I come for my physician appointment or hospital service?

A: In addition to anything your referring physician may ask you to bring, you should also bring your insurance card and other documents that would facilitate the registration and billing process.

Q: Will I be asked to make any payments on the day of my visit/service?

A: Depending on the type of insurance you have and the services you are having, you may be asked to pay a co-payment, deductible or co-insurance at the time of your visit. If you do not have insurance, you may be asked to make payment in full. If you have an outstanding balance at the time of service, you may be asked to pay it at that time.

Q: How soon will I receive a bill after my service(s)?

A: You can expect to receive a bill after we have received payment or a denial from your insurance company. However, if you are not covered under any insurance policy, you can expect to receive an itemized bill within seven to ten days following your visit.

Q: How do I enroll in eStatement billing?

A: If you no longer want to receive paper copies of your statements, you can enroll at NorthShoreConnect to receive eStatements. NorthShoreConnect is your secure, online health connection that allows you to view and pay your bills online.

Q: What should I do if I don’t have any insurance?

A: Prior to receiving services you should call our Financial Counseling department at 847.570.2100. If services have already being provided you will need to call Customer Service at 847.570.5000 to make payment arrangements.

Q: Is financial assistance available?

A: Yes. NorthShore has a Charity Care and Financial Assistance Program to assist patients who qualify. To learn more, please call the Billing Office at 847.570.5000.

Q: What should I do if I am receiving a statement and I am unable to make payment in full?

A: In the event you are unable to make payment in full, please contact our billing customer service office at 847.570.5000, to discuss what, if any, payment terms can be accepted.

Q: Will NorthShore send claims to both my primary and secondary insurance companies?

A: Yes. If insurance information is provided for both carriers, we will first submit a claim to your primary carrier. Upon receipt of payment and or response from your primary carrier, we will then submit a claim to your secondary carrier.

Q: Will NorthShore notify me when my insurance pays my bill?

A: If there is a patient responsibility (co-pay, deductible or co-insurance) after your insurance company pays your claim, then you will be notified via a statement. Otherwise, no statements will be sent to you reflecting the insurance payment.

Q: Where is my account number located?

A: Your account number is located in the yellow boxes.

Q: What is the Visit #?

A: Your visit # identifies the service date for a particular physician or hospital/facility visit.

Q: Why do I get a bill before my insurance company makes a payment?

A: This statement balance reflects the estimated amount of your patient portion according to information obtained from your insurance company.

Q: I didn’t come to the hospital, but I did see a physician. Why am I being charged a physician visit and a hospital visit?

A: You are not receiving duplicate bills for the same service. NorthShore University HealthSystem bills for services provided at a facility that is owned by NorthShore University HealthSystem. The hospital visit represents this facility fee.

Q: Why does my statement show multiple visits for the same service?

A: Depending on the type of service you received, you will see both hospital and physician services on the same statement. For example, if you come in for an X-ray, will see hospital charges for use of the equipment and the facility, as well as, a charge for the radiologist who interprets the x-ray.

Q: What should I do if I am receiving a statement that I believe has already been paid?

A: In the event you feel that the services have already been paid for, please contact our customer service office at 847.570.5000, so that we may review the account and make any applicable annotations needed. You may be asked to provide our office with copies of the documentation supporting the proof of payment. Alternatively, you may review all payment and adjustment detail by logging into www.northshoreconnect.org.

Q: How may I request a copy of my bill?

A: For copies of your itemized charges please call 847.570.5000 or log into www.northshoreconnect.org.

Q: How can I save my card/bank account for future use?


A: As a logged-in user, you can save a payment account from your Account Profile, or while making a payment.

On the Account Profile page, clicking the underlined Change link in the mySecureWallet® section will open the mySecureWallet® page. Saved payment accounts can be added by filling in the required details and clicking Save.

During payment, look for the checkbox to store the account for future payments when you fill out the credit card or bank account details, prior to submitting the payment.

Q: I have a saved credit card/bank account. How do I change it?


A: On the Account Profile page, clicking the underlined Change link in the mySecureWallet® section will open the mySecureWallet® management page. Saved payment accounts can be added or deleted in this view. The primary account for payment can also be managed here.

Q: Do I have to save a payment account?


A: No, there is no requirement to save a payment account.