FREQUENTLY ASKED QUESTIONS
ABOUT ONSITE NEONATAL PARTNERS
What are some types of services that Onsite Neonatal provides?
ABOUT INSURANCE AND BILLING
I don't remember seeing a neonatologist. Why do I have a bill?
I gave birth at a participating hospital. Why isn't my Onsite bill covered?
Why did the insurance company send me a check instead of sending it to Onsite?
What is an "Explanation of Benefits" (EOB)?
The insurance company did not cover the entire billed amount. Now what?
This process sounds confusing. How can I help?
I don't have insurance. What happens now?
I would like to pay my bill. What are my payment options?
How can I contact someone to address my concerns or questions?
ABOUT ONSITE NEONATAL PARTNERS
What does Onsite Neonatal do?
Our Neonatal physicians focus on the care of newborn infants. The Neonatologist may care for healthy infants, provide focused care for premature or ill newborns, or work exclusively with seriously ill newborns in a neonatal intensive care unit (NICU).
What is a Neonatologist?
A Neonatologist is a specialist in newborn care. Our doctors are pediatricians who have extra years of specialized training to care for sick, premature, as well as healthy newborns.
What are some types of services that Onsite Neonatal provides?
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Pediatric Emergency Department Visits: Onsite Neonatal also provides emergency care for children less than 19 years of age. These services may be a consultation or emergency care for an illness or injury presented in the Emergency Department.
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Prenatal Consultations: A Consultation with a Neonatologist prepares families for the expected treatment plan after birth. Our Neonatologist will communicate medical information, specific to the patient’s medical condition, in a supportive, caring way.
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Normal Newborn Care: Essential newborn care is care every newborn baby needs regardless of where the child is born or the infant's size. Essential newborn care may be provided during the first few minutes of life and is important for beginning a healthier journey to adulthood.
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Critical Newborn Care: Our Neonatologist focus on providing critical medical care for the premature or very ill newborns. Our Neonatologist performs this critical care exclusively in a neonatal intensive care unit (NICU).
ABOUT INSURANCE AND BILLING
I don't remember seeing a neonatologist. Why do I have a bill?
In the hospital, you see lots of people wearing scrubs or lab coats. It can be hard to tell a Neonatologist from another doctor or even from a nurse. However, Onsite doctors only care for a baby if your obstetrician or your pediatrician asks us to. If you have a bill, our doctor provided care for your baby. If you would like to find out more about your baby’s specific care, please contact our Patient Advocates. They can access your file and talk with you about it.
I gave birth at a participating hospital. Why isn't my Onsite bill covered?
Hospitals are an unusual business. If you go to a store or restaurant, everyone who serves you is an employee of that business. But at hospitals, many doctors are independent. Onsite doctors do not participate with all insurance companies, even though we work in many hospitals that are. That’s ok. We will still bill your insurance for the care we gave your baby. With your help, we can get the insurance to pay your bill.
Why did the insurance company send me a check instead of sending it to Onsite?
Each insurance company is different and sometimes they will send you a check instead of sending it directly to us. When you get the check to pay for the care Onsite doctors gave your baby, you can deposit it and pay us online or over the phone with a credit or debit card, or you can endorse it (sign the back & write for deposit only Onsite Neonatal under your signature) and send it to us. Send the Explanation of Benefits (EOB) too.
What is an "Explanation of Benefits" (EOB)?
It’s a page or pages that your insurance sends you. It shows what services Onsite gave your baby, how much we billed, and how much your insurance paid, and what your plan responsibility would be. If they did not pay anything, it will say why. It’s important for you to send the EOB to Onsite when you get it. The EOB is the only way we know the insurance company’s response to our bill.
The insurance company did not cover the entire billed amount. Now what?
Contact our Patient Advocates and we can work together to get your insurance to pay our bill at the highest benefit level possible and reduce your out-of-pocket expense. Please get to know your insurance policy to find out if you will have any in-network responsibility such as deductibles and coinsurance.
This process sounds confusing. How can I help?
The goal of our Patient Advocates is to limit your involvement as much as possible because we know you have better things to do. However in some instances we may need your assistance in the form of participating in a conference call and/or signing an authorization form that permits our advocates to act on your behalf in dealing with your insurance company. We may also ask you to sign and return a pre-written member appeal letter to help close your account.
I don't have insurance. What happens now?
It may not be too late to apply for a state sponsored Medicaid plan or Charity Care at the hospital for your baby. If that is not an option for you, Onsite can offer you a 50% discount off the total amount of your bill. Onsite also offers payment plans, subject to approval, to help lessen any financial burden. If you would like to find out more about these options, please contact our Patient Advocates.
I would like to pay my bill. What are my payment options?
We know you’re busy, that’s why we have several payment options available. For credit or debit card payments, we accept Visa, MasterCard, and American Express. Credit and debit card payments can be made online 24/7 at with no additional processing fee. These payments can also be made over the phone during our business hours Monday – Friday 8:45 am to 4:45 pm and again there is no additional fee. We also accept personal checks, insurance issued checks, and money orders for your convenience. You can also set up online bill pay through your bank if you have the ability.
How can I contact someone to address my concerns or questions?
If you have any additional questions or concerns please call our Patient Advocates today toll free at 1-877-646-1133 or email your questions to billinginfo@onsiteneonatal.com.