Frequently Asked Questions
Healthcare is often confusing and expensive - with answers that are hard to find. We understand, it is all of those things for us as well. Bayhealth Emergency and Urgent Care Center, Total Care has made the choice since the beginning to be in-network, provide an honest level of billing, and dedicate ourselves to customer service. We do not 'balance bill' - both because it is ethically wrong and violates our contract with your insurance company - nor do we ever up-sell our emergency room.
FAQs
What is an Emergency Room versus an urgent care?
Urgent Care typically treats non-life-threatening conditions, some of which include common colds, flu, strep throat, lacerations and more.
An Emergency Room treats conditions in need of immediate attention, some of which include chest pain, abdominal pain, dehydration, complex fractures, and much more.
Selecting the right facility can make a big difference in the financial outcome of your visit. When choosing an ER for treatment when you are not experiencing an emergency means you will substantially overpay for your treatment. If you choose urgent care and when you need an Emergency Room, you will also add additional unnecessary cost, but more importantly possibly waste valuable time being transferred to a facility that is capable of treating your condition.
We wanted to solve this problem so we created Bayhealth Emergency and Urgent Care Center, Total Care, where both paths of care were under one roof. Each facility is equipped to handle the seriousness of any emergency while being able to bill if it turns out to be lower acuity needs at urgent care billing rates. This means that as a patient you do not have to try to self-triage on where to go when you need care. The answer is to always choose [Bayhealth Emergency and Urgent Care Center, Total Care's Name] ER & Urgent Care and know your bill will reflect only the care you require to treat your condition. Why is this significant? Because 44%-65% of national ER visits could have been treated and billed at urgent care rates, but weren’t.
Learn more about When To Come.
Will I ever unknowingly be considered an ER patient without knowing?
No. You will be informed and updated during your visit about your status as either an emergency or urgent care patient. If your condition requires emergency care, we require that an additional acknowledgment be obtained by you. This ensures there are no surprises and that you understand all tests and treatments.
What is Bayhealth Emergency and Urgent Care Center, Total Care's hours?
Urgent care is open 24/7. No appointments are required. Walk-in Only.
Full-service Emergency Room open 24/7.
Is Bayhealth Emergency and Urgent Care Center, Total Care in-network with Medicare and Medicaid?
Our facilities are fully in-network with all Medicare and Medicaid insurance plans. For a complete list of in-network insurances here.
What is a New Patient designation?
All health care insurance, including Medicare, set a distinction for first visits in an office or urgent care setting. The new patient charge is typically reimbursed at slightly higher rates than all following visits to the same location, due to the additional work required to set up new accounts and obtaining all the necessary details to make this happen. Established patients are ones that have been seen at the office or urgent care in the past three years and the charge for this visit is typically less than the new patient charge.
How does Bayhealth Emergency and Urgent Care Center, Total Care determine what to charge patients?
Your insurance company negotiates rates on your behalf with providers such as Bayhealth Emergency and Urgent Care Center, Total Care, and agrees upon rates in which they feel are reflective of the value provided to their members. Factors that determine what rates your insurance carrier agree to include quality of providers, accessibility, and patient experience.
What is the difference between my Explanation of Benefits (EOB) and my invoice from Bayhealth Emergency and Urgent Care Center, Total Care?
An Explanation of Benefits, EOB, is something the insurance company sends that explains what is allowed by their policies and what the associated charges are for what these allowances are. It is not a bill, but rather a communication from the insurance company to the patient. It may or may not correspond directly to what the final bill is from Bayhealth Emergency and Urgent Care Center, Total Care. The best thing to do is to not let the EOB confuse you and wait until Bayhealth Emergency and Urgent Care Center, Total Care bills you. Then, if you have any questions or concerns, we can help sort those out for you.
What is in-network vs. out-of-network?
For urgent care services at our Bayhealth Emergency and Urgent Care Center, Total Care, in-network means we have a contract with your insurance company and have agreed on what the cost is for any service provided to you. Out-of-network means we do not have a contract with your insurance company in setting the rates. As a result, you may be billed a different rate as determined by your insurance company and benefit plan.
For emergency care at our Bayhealth Emergency and Urgent Care Center, Total Care, state law says that all patients have to be treated regardless of their insurance plan or ability to pay. This means your insurance company should consider you in-network. We will bill you the amount defined by your insurance plan.
Click here to see our full list of in-network insurance providers.
How do I get assistance in understanding my EOB (Explanation of Benefits) or invoice?
If you have any questions or problems with your invoice, we are happy to help you in making sure that it is correct. Sometimes this requires us to file appeals or have you call your insurance company, however, these are things we will walk you through while assisting you every step of the way.