Pay Your Bill
Duke Health understands that when you or a loved one needs medical care, worrying about how you’ll pay for it can add to an already stressful time. We have a variety of resources, both online and by phone with members of our team, to help you understand and prepare for the cost of care, so you can focus on your — or your loved one’s — health.
Duke Health bill payment is based on several factors, including the specific medical services and treatments you receive, the duration of your stay, the complexity of your condition, insurance coverage, and the associated healthcare costs.
How to Pay Your Duke Health Bills
Payment is due 15 days after you receive a bill. You can pay your bill in one of three ways:
Online with a credit card in your secure My Duke Health (previously Duke MyChart) account
An active MyChart account will help you unlock all the features of the My Duke Health online account. If you do not have a Duke MyChart account, you can register online. Sign Up Now
- Access MyChart: Log in to your Duke MyChart account.
- Billing Section: Navigate to the billing section.
- View and Pay Bills: View your current statements and make payments directly online using a credit card, debit card, or electronic check.
Forgot Username/Password? If you’re having trouble logging in to your Duke MyChart account, click the “Forgot Username?” or “Forgot Password?” link below the login fields for assistance. You will go through two-step verification to verify your identity so you can recover your username or password.
By mail with a check (use mailing instructions on your statement)
Guest Payment
Loved ones and caregivers can pay bills on behalf of a patient — and you don’t need a My Duke Health account.
- To pay by quest, copy https://www.dukemychart.org/home/billing/guestpay/ to your browser.
- Enter Account Information: Provide your billing account number and other required information.
- Make a Payment: Follow the prompts to complete your payment.
Understanding Your Bill
Duke Health Bill Your Insurance Directly
For services typically covered by insurance, we will bill your primary insurance company and, if applicable, your secondary insurance company (including Medicare and Medicaid).
Please remember that health insurance coverage varies, so some services may not be covered. If you have questions about your health insurance coverage, please call your insurance company before receiving care at Duke so you fully understand how your policy works.
If You Don’t Have Health Insurance
If you don’t have insurance or other third-party coverage, you will get a discount equal to the best discounts offered to insurance companies.
The discount is automatically applied to your bill. Duke Health uses the Look Back method to calculate this discount. For more information on the current discount percentage and how it was calculated, please submit a request in writing to:
Duke Patient Revenue Management Organization (PRMO)
PO Box 110566
Durham, NC 27709
Billing Statements
You will receive a monthly bill(s) for amounts greater than $5 that Duke Health determines are your responsibility after any insurance plan payments have been applied.
You may receive more than one bill for your hospital or clinic visit, due to the many different physician groups and hospitals within the Duke Health system.
At the top of each bill, you’ll see which Duke Health provider the bill is from, such as:
- Duke Primary Care (DPC)
- Duke University Hospital
- Duke Regional Hospital
- Duke Raleigh Hospital, a Campus of Duke University Hospital
Depending on the type of facility or provider, the bill may include different items and services.
Surprise Billing / Facturación srpresa
Surprise billing is an unexpected medical bill that happens when you cannot control who is involved in your care. Learn more about when this can happen and your protections against unanticipated medical charges at https://www.dukehealth.org/paying-for-care/your-rights-and-protections-against-surprise-medical-bills
La “facturación sorpresa” es una factura médica inesperada saldo que ocurre cuando no puede controlar quién participa en su atención. Obtenga más información sobre cuándo puede suceder esto y sus protecciones contra cargos médicos imprevistos. https://www.dukehealth.org/paying-for-care/sus-derechos-y-protecciones-contra-facturas-medicas-sorpresa
If You Have Overpaid
If you have questions about your refund or wish to expedite it, please submit a billing inquiry via your My Duke Health account or call Customer Service at 919-620-4555 (local) or 1-800-782-6945 (toll-free).
If applicable, we will apply overpayments to your other outstanding balances.
Collection Process
We will send you monthly bills for unpaid balances up to 120 days after treatment. During these 120 days, we will contact you four times via statements, phone calls, and e‐mails to remind you about your unpaid balance. During this period, you are expected to do one of the following:
- Pay your bill in full
- Establish an interest-free payment plan
- Apply for financial assistance
Duke Health instituted a policy in 2017 to no longer pursue lawsuits, liens, or wage garnishment. Additionally, in 2020, we extended our policy to prohibit adverse reports to consumer credit agencies.
If the balance due is unpaid or otherwise unresolved after the 120 days, your account may be placed, but not sold, to a collection agency for further review.
You can obtain a billing and collections policy describing actions we may take in the event of nonpayment by sending a request in writing to:
Duke Patient Revenue Management Organization (PRMO)
PO Box 110566
Durham, NC 27709
Your Rights
You have the right to receive, upon request, an itemized statement that provides details of charges related to your visit.
You can request an itemized statement or ask questions by submitting a billing inquiry via your My Duke Health account or by calling Customer Service at 919-620-4555 (local) or 1-800-782-6945 (toll-free).
You have the right to dispute your charges and to have your bill reviewed to ensure that the charges are accurate and supported by your medical record.
You may request this review by calling customer service or sending a request in writing to the address listed on your statement. After this review, any necessary corrections will be made and the findings will be communicated to you.
You have the right to appeal if a bill is reviewed and the billing is found to be accurate. You may request an appeal by writing to the address listed on your statement or by calling customer service.
Contact Us
Need help with your bill? Submit a billing inquiry via your My Duke Health account or call Customer Service at 919-620-4555 (local) or 1-800-782-6945 (toll-free). Hours are 8:00 am to 5:00 pm Monday, Tuesday, Wednesday, and Friday and 8:00 am to 4:00 pm Thursday.
Duke Billing Frequently Asked Questions
Answers to your frequently asked questions about billing, in general, and at Duke Health.
What Are Deductibles, Copayments, and Co‐insurance Amounts?
1: Deductible is the initial amount that you must pay before your insurance plan begins to pay for your bills. Typically, a deductible is a flat dollar amount.
2: Co‐payment is a flat amount paid for each visit to a provider. If you have a $50 hospital co‐payment, you must pay $50 for each visit and your insurance company will pay for the remaining balance on all covered services. Co‐pays may vary depending on the location of the visit (i.e. urgent care, emergency department, outpatient hospital clinic, and/or facility).
3: Co‐insurance is the percentage of the total cost of the health service that you must pay until you have reached your out‐of‐pocket maximum for a certain period.
Co‐insurance rates vary, but the most common is 20%. After you meet your out‐of‐pocket maximum for that time, then most plans will pay 100% of the allowed amount.
In some instances, you may be responsible for a co‐payment, deductible, and co‐insurance amount during the same visit. Please check with your health insurance plan if you have questions.
What is “Surprise Billing”?
“Surprise billing” is an unexpected medical bill that happens when you cannot control who is involved in your care.
La “facturación sorpresa” es una factura médica inesperada saldo que ocurre cuando no puede controlar quién participa en su atención.
Do I Have to Make a Payment Before I Receive Services?
It is our policy to collect the amount that the patient is responsible for before or at the time of service. You may discuss payment options when you arrive for your visit, or by phone with a financial care counselor if you are called before your visit.
I Had a Visit Last Week ‐‐ Why Didn’t I Get a Call Before That Visit?
Currently, our financial counselors are only providing estimates before treatment to patients who are receiving certain services and may experience higher out-of-pocket expenses.
You may receive a call if you have a visit in the following service areas at Duke Clinic, Duke University Hospital, or Duke Regional Hospital: radiology, outpatient surgery, ambulatory surgery center, admissions, cardiac catheterization, cardiac diagnostic unit, or GI procedures.
How Do I Know the Amount You Estimated Is Correct?
We are providing you with an estimate of how much you will owe after insurance. Insurance contracts vary depending on allowed services, co‐payment amounts, deductibles, and co‐insurance. Therefore, we can’t know exactly how much your insurance company will pay or how much you will have to pay.
Please remember that the amount we provide you is only our best guess of what you will after insurance. You will receive a bill that includes your actual charges, insurance payments, and what you owe.
Whom Can I Contact with Questions About My Bill or Statement?
Customer service representatives are available to help you. Please call us at 919-620-4555 (local) or 1-800-782-6945 (toll-free) with any questions or concerns you may have about your bill. Hours are 8:00 am to 5:00 pm Monday, Tuesday, Wednesday, and Friday and 8:00 am to 4:00 pm Thursday.