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Frequently Asked Questions about Billing and Insurance

COVID-19 update: If you have been impacted by COVID-19, our customer service team is here to help. Call us at 855-827-3633 between 9 a.m. and 6 p.m. weekdays, email us at or ask a billing question on MyUCSDChart. We'll let you know what options are available.

Update for Molina Healthcare patients: The contract between UC San Diego Health and Molina Healthcare will terminate on June 30, 2020. We recognize the impact for patients and would like to provide additional information for patients who are currently members of Molina Healthcare through a Medi-Cal plan, a Medi-Connect plan (eligible for both Medicare and Medi-Cal), or a Covered California (state marketplace) plan.

There are alternative options that may allow you to continue to receive care at UC San Diego Health or with our affiliates. Please call UC San Diego Health at our dedicated call center, 619-543-7780, for assistance.

If you are currently receiving specialty care at UC San Diego Health, you may qualify for continuity of care through Molina. These requests are managed by Molina and, if approved, allow you to continue seeing your UC San Diego Health specialty physician(s) for a predetermined amount of time. To apply, download the Continuity of Care form, fill it out with your physician, and submit it to Molina.

If you do not take action during the time period when you are eligible to switch your health plan, Molina Healthcare may automatically assign you to a new primary care physician outside of UC San Diego Health.

Please note: this termination only affects those patients with Molina as their primary coverage. If you have Molina as your secondary coverage, you do not need to take any action.

Need additional help? Call us at 855-827-3633, Monday through Friday from 9 a.m. to 6 p.m.

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Facility Fees for Outpatient Medical Bills

What are facility fees?

What is a "hospital-based outpatient clinic” and why am I charged a facility fee?

Are facility fee charges unique to UC San Diego Health?

What is a typical facility fee charge?

Can I avoid a facility fee?

General Billing Questions

Why am I getting a bill for an annual wellness visit?

Why did I get more than one bill?

How can I pay my bill?

How do I contact customer service if I have questions about my bill or need an itemized copy of my bill?

Why are you asking for my deductible, co-insurance, or co-payment at the time of my visit?

I paid at the time of my appointment. Why am I getting a bill?

I have two insurance health plans. Why do I have a balance?

I received a bill from a doctor I did not see. Why?

I was billed for services I did not receive. What should I do?

I had medical services several weeks ago. Why haven't I received a bill?

How will I know how much I owe?

How often will I receive a statement?

How are my payments applied to my account?

I had prior authorization for my medical service(s) at UC San Diego Health. Why am I being asked to pay money?

What if I overpay my bill?

Insurance Coverage

I do not have insurance. How will you bill me?

How do I add my newborn or other dependents to my health plan?

Can I change PCP’s within UC San Diego Health?

Do I need a referral for urgent care?

How will I know when my health insurance carrier has paid?

Will my insurance cover the medical service I require?

Is it my responsibility to ensure that the services I receive are covered by my health insurance plan before receiving them?

If my insurance does not cover the medical services I receive, am I responsible for the bill?

How are insurance claims billed and processed?

I am changing insurance coverage. I would like to stay with UC San Diego Health. Will my new insurance cover my cost?

Are any common services often not covered by insurance?

Where do I call to update my address and/or obtain a medical record number?

Why did my insurance deny my claim?

Financial Assistance

Is financial assistance available if I don't have health insurance or am unable to pay my bill in full?

Note about your privacy: In April 2003, a federal act called the Health Insurance Portability & Accountability Act (HIPAA) went into effect that protects patient information. The hospital cannot release ANY information concerning your medical record, including financial information, to anyone but you, a legal guardian for patients under 18 years of age, and/or a conservator without written permission unless specifically permitted by law.