Online Bill Pay

Frequently Asked Questions

We've listed answers to frequently asked questions about our online payment service below. If you need more information or an answer to a question not covered here, please contact customer service.

Which browsers do you support?
Our service supports Netscape Version 6 and Internet Explorer (IE) Version 4 or higher, because these versions support "strong" encryption. (Encryption allows us to encode your information so that no one else on the Internet can read it.) There are a few exceptions listed below.
Please be aware that:

  • You must be using 128 bit encryption, and it must be turned on in your browser. (See your browser's online help for more information.)
  • Javascript must be enabled in your browser. Normally, it's turned on by default, although you can disable it. (See your browser's online help for more information.)

    Exceptions, as noted above, include:
  • Internet Explorer 4.5 for Macintosh. This browser has problems that may cause this site not to function properly. We recommend Macintosh users who wish to use IE upgrade to the most current version.
  • IE Version 4 may work satisfactorily. However, 128 bit encryption (also called strong encryption) was not included in all releases of Internet Explorer Version 4. To avoid this problem, we recommend IE users upgrade to the most current version.
  • Netscape Navigator and Netscape Communicator lower than Version 6. These browsers do not follow web standards for dynamic content. To avoid these problems, we recommend Netscape users upgrade to the most current version.

What information do I need in order to make an electronic payment?
All information required to make an online payment is clearly listed on the payment screens. If you attempt to make an online payment and have forgotten to complete all required fields, you will receive a reminder so that you are aware of the missing item or items.

The balance due on my bill doesn't seem to be right. What should I do?
Please select Contact Us for contact information regarding your balance.

What if my payment account does not have sufficient funds to cover a payment?
We make withdrawals authorized by you from the financial account that you designate as the payment account. As with any payment account, you must provide sufficient funds to cover all payments. Since we have no knowledge of your account balance at any time, we cannot notify you if your payment account has insufficient funds. There may be additional charges for payments attempted against accounts with insufficient funds.

Is it safe to pay bills online using your service?
We are committed to protecting your personal information. Whenever you are paying bills, you are using a secure connection that fully protects your information. Data you provide cannot be viewed by anyone else on the Web. We do not share your information with anyone else.

Security is maintained by industry-standard SSL (secure socket layer) encryption and decryption technology. The SSL protocol is used to ensure that your information is sent directly to us, and that only we can decode it. Please take notice of our security certificate listed on our online payment site.

Do you use cookies?
While you are using our service, we need to store some information on your computer's hard drive in the form of a cookie. (A cookie is a small file that a Web site puts on your hard drive so that it can retain information for later use.) For this reason, the cookie functionality must be enabled in your browser in order to use the digital billing system. However, the cookie will never read information from your hard drive or copy information about other sites that you visit.

What kind of access do you have to my banking (financial) account?
We only have access to your account to make payments that you have authorized. We never access your payment account(s) without your authorization and, as noted above, we never have information about your account balance.

Common Phone Numbers

St. Elizabeth Physicians charges for services as they are rendered. For questions regarding your bill, you may call our customer service department at 859.344.5555 Monday through Thursday 8:00 a.m. – 5:30 p.m. and Friday 8:00 a.m. – 4 p.m. For questions regarding your hospital bill, you may call 859.655.4100.

Insurance Billing

We participate with most insurance plans, including Medicare. If you are not insured by a plan we participate with, payment in full is expected at each visit. You are responsible for providing all insurance information and establishing the proper sequencing of primary and secondary coverage (coordination of benefits) at the time of registration. If you are insured by a plan but do not have an up-to-date insurance card, payment in full for each visit may be required until we can verify your active coverage. Knowing your insurance benefits is your responsibility. Please contact your insurance company with any questions you may have regarding your coverage. Co-Payments and deductible amounts must be paid at the time of service. This arrangement is part of your contract with your insurance company. St. Elizabeth Physicians will send all claims to your insurance on file, once processed you should receive an Explanation of Benefits (EOB) stating how much your insurance company paid and how much you owe. Most insurance plans have determined certain services that may not be covered, such as cosmetic procedures or elective services. We try to inform you of the rules ahead of time, but we do not always know if a service is covered. Since there are so many coverage plans available, you are encouraged to review your policy and contact your insurance company.

Workers Comp (W/C) or Third Party Liability (TPL) (Auto Accident) Claims

We submit all charges to your insurance company based on the claim information provided by you at your visit. If you receive a statement for charges that should be covered by W/C or TPL, please contact us to verify we have the accurate claim number and billing address so that your claims can be paid in a timely manner.

Health Plans Accepted

Please contact your health plan to confirm continued participation in your particular insurance network.

Paying Your Bill

St. Elizabeth Physicians offers a number of convenient ways to pay your bill:

Online: by clicking on Bill Pay

In Office: Pay at any St. Elizabeth Physicians office location. See a complete list of all our locations at by clicking on Our Locations

Mail Your Payment: St. Elizabeth Physicians P.O. Box 630839 Cincinnati, OH 45263.

By Phone: Call our customer service department at 859.344.5555 Monday through Thursday 8:00 a.m. – 5:30 p.m. and Friday 8:00 a.m. – 4 p.m.

My Chart: Visit If you are not a current user or do not have an access code, contact your physician’s office to be assigned an access code.

My Insurance should have paid my bill, what should I do?

  • Verify that your insurance has received and processed your claims.
  • Review your insurance policy to determine if the service is covered under your plan. If you are unable to verify this information, call your insurance company to verify. Your insurance company has the most up to date and accurate information about your policy and claim.
  • Call our customer service department to verify we have the most up-to-date insurance information on file for you.
    • We can only bill your insurance company if you provide us with accurate up-to-date medical insurance information.

Who can I contact with questions about my bill?

The Customer Service Representatives at our Central Billing Office are available to help you with your billing and payment questions. You can contact Customer Service via e-mail, by phone, in person, by live chat, or by mail. Our Customer Service Department is available at 859.344.5555 Monday through Thursday 8:00 a.m. – 5:30 p.m. and Friday 8:00 a.m. – 4 p.m. For questions regarding your hospital bill, you may call 859.655.4100.

I have insurance, why did I get a bill?

As a courtesy St. Elizabeth Physicians bills your insurance company directly for services rendered. The charges become your responsibility when your insurance company does not cover them. If you feel the claim was processed incorrectly by your insurance, you should contact them directly for your policy information. Please update our billing office with any errors made in processing your claims to prevent any type of outstanding balance on your account. You may call our customer service department at 859.344.5555 Monday through Thursday 8:00 a.m. – 5:30 p.m. and Friday 8:00 a.m. – 4 p.m.

When will I get my statement?

St. Elizabeth Physicians bills insurance companies or any responsible third parties before sending a final bill to the patient. Once payments have been received from these third parties, the balance due on the statement is your portion of the bill and your responsibility to pay. After these payments are posted, you will receive a statement the next business day and every 28 days thereafter until the balance has been paid in full. If the balance on your statement is not paid within 105 days, your outstanding balances will be transferred to an outside collection agency unless you arrange a payment plan.

How can I receive a copy of my itemized charges?

At the patient or guarantor’s requests an itemized statement may be provided. Please contact our Customer Service Department to request an itemized bill.

Will my insurance pay for the charges listed on my statement?

The balance on your statement reflects all of your charges less any payments received from your insurance company. St. Elizabeth Physicians requests payment in full for the balance indicated on the statement within 30 days of the statement date.

How do I change the mailing address on my statement?

You can complete the change of address section on the back of page one of your statement when sending in your payment or contact our customer service department.

What is my Account number?

Your account number is your guarantor number. This number appears on the top right and bottom right corners of your statement.

Why did I receive more than one bill from St. Elizabeth?

You may be billed by St. Elizabeth Physicians, St. Elizabeth Physicians Services and St. Elizabeth Healthcare. St. Elizabeth Healthcare statements cover hospital services that are non-physician services such as supplies, medication, X-rays, lab work, and facility fees. St. Elizabeth Physician statements include services from any of our physician offices, including visits by our physicians while in the hospital. St. Elizabeth Physician Services statements include professional services rendered by our hospital based physicians.