Patient Guide
Stop by Salem Health's main billing office at 550 Hawthorne Ave. SE if you'd like to speak to someone in person about your bill.

Help with billing and insurance

Medical bills can be confusing, so we’ve answered the most commonly asked questions here. If your question isn’t answered, please call Salem Health’s billing office at 503-581-1747. For West Valley Hospital, call 503-581-7537. Hours for both offices are Monday through Friday, 8 a.m. to 5 p.m.

Q: I went to the emergency room once, but got three bills. Why?

Most doctors at Salem Health facilities aren’t employees of the hospital. This means that you will get one bill from the hospital for hospital services (such as equipment), one bill from the doctor who cared for you directly, and, potentially, a third bill from other service providers, such as the radiologist who looked at your X-rays.

Q: The doctor who saw me in my room is out-of-network with my insurance.  Why do I have to pay higher charges for the physician when the hospital is in-network?

Most physicians are not hospital employees, so they operate their practices independently. The physician and insurance company may or may not have a business relationship with each other. 

Q: When will I get my bill?

Statements are sent after your insurance has processed and considered all charges on your bill. Once final processing has occurred and your share of the cost is known, a statement will be mailed to you.

If you do not have insurance, a statement will be mailed five days after the final service or discharge date.

Q: Can I pay with a credit card?

Yes, Salem Health accepts all major credit cards (Visa, Discover, MasterCard, and American Express).  There are several options:

  • In person at our Financial Services office, 550 Hawthorne Ave SE in Salem or on the main hospital campus in Building A, at the guest services desk (503-814-1100).

  • By phone. Call financial services at 503-581-1747.

  • If you’re paying an emergency room bill from an independent physician, contact Emergency Physicians Billing at 866-935-9774.

  • At the Salem Health website, using our online bill-pay system. You will need your account number and the guarantor or patient name to complete the form.

Q: Which insurances does Salem Health accept?

We accept all insurances. We are in-network with Medicare, Medicaid and most major insurances. It is recommended that you contact your insurance company for verification of network status.

Q: I’ve gotten a lot of statements. What do they mean?

Each statement has a number that identifies where you are in the payment process. You can click on the name of each one below to see an example PDF.

  • Statement 3031 This first statement shows your balance due. If you have chosen to link accounts together so that you get one statement instead of several, the master account number will be listed at the top. The middle of the statement shows a summary of the account(s).

  • Statement 3032 is the next statement. If you are unable to pay your balance in full with the first statement, then this statement provides information to help you set up a payment plan.

  • Statement 3034 confirms your payment plan and provides a pay stub for your next payment due. This is also an opportunity to verify your payment plan information.

  • Statement 3036 acknowledges your payment and provides a pay stub for the next payment due.

  • Statement 3033 If we have not heard from you, this statement is a final account notice advising that we need to hear from you to prevent your account from becoming delinquent and going into collections.

Q: How do I get a cost estimate for the services I plan to receive?

Call 503-814-2678 (503-814-COST). Please first ask your doctor for as much specific information as possible (such as a procedure code). This provides a more accurate estimate for procedures, such as knee surgery, that can be performed using several different methods that each have a different cost.

Q: I received a bill from Salem Health Medical Group or Salem Health Professional Services — who are they?

Salem Health Professional Services and Salem Health Medical Group (Formerly Willamette Valley Professional Services and Willamette Health Partners) are the business names for physicians who work at Salem Health's clinics. Learn more about Salem Health Medical Group here.

Q: I am having financial difficulty and need help. Who can I contact?

We want to help you find ways to afford your care. Please call our financial advocate team at 503-562-4357 (503-562-HELP). We provide several options, including payment plans, low- or no-interest loans and financial help if you qualify, based on household financials. Our advocates can to meet with you in person, too.  Call the number above for an appointment or come to our office at 550 Hawthorne Ave. SE in Salem for immediate help.

Click here to read our charity care and financial policy in full.

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