Skip to main content
Female in office cubicle setting with headset on smiling while working on computer.

    Patient Advocate Center

    Contact Us

    How Can We Help You?

    Thank you for choosing Springfield Clinic for your health care needs. We appreciate the opportunity to deliver your medical care and hope the entire experience exceeds your expectations. We understand you may have questions about billing, insurance benefits and payments, so we are here to help!

    All of our locations have fully transitioned to our new electronic health record (EHR), athenahealth, so our print and online billing statements have a new look. Our new EHR athenahealth offers a modern design and provides seamless access to patient information, appointments, medical history and billing in one platform.

    Statements from visits prior to our EHR transition will retain the previous billing format. For assistance understanding the differences between statement types and to access online bill pay options for each, please visit our billing resource page.

    Online

    In addition to our Monday through Friday telephone and in-person representatives, we now offer the ability to submit your questions online any time.

    We are happy to assist you usually within one business day of receiving your online question. Please complete the fields in the online form and let us know the best method for contacting you with the resolution.



    You can also send a message to the PAC via the athenahealth patient portal.

    By Phone

    Call our representatives at 217.391.7086 Monday through Thursday 8:00 a.m. - 7:00 p.m., Friday 8:00 a.m. - 5:00 p.m. and Saturday 8:00 a.m. - 12:00 p.m.

    Medical interpreters are available to help patients communicate with Clinic staff. For more information, please contact Interpreter Services at 800.444.7541.

    In Person

    If you would prefer to speak with someone face-to-face, we invite you to visit our Customer Service Representatives (except holidays) located at following locations:

    Billing Statements

    Billing statements are mailed from Belfast, Maine.

    Patient statements are sent from Springfield Clinic from athenahealth P.O. Box 14099, Belfast, ME 04915-0633. Payments via check can be mailed to this address.

    Looking for paperless billing? Log into your athenahealth patient portal and choose Billing & Payments and then select the option to go paperless.

    Billing profile changes

    If you have insurance or other account information changes that you would like to inform us about, you can contact us by telephone at 217.391.7086 Monday through Thursday 8:00 a.m. - 7:00 p.m., Friday 8:00 a.m. - 5 p.m. and Saturday 8 a.m. - 12 p.m.

    Frequently Asked Questions

    General FAQs

    athenahealth Payment Plan FAQs

    Explanation of Benefits

    Your insurance company should send you a form explaining what they paid on charges submitted by your physician. This form is referred to as the Explanation of Benefits, or “EOB” for short. Your Explanation of Benefits will tell you if your charges were applied to your deductible or denied for some reason. They will also tell you how much was paid, how much was adjusted off due to the contractual agreement between your insurer and your provider, and how much is left for you to pay.

    Most EOB’s show a breakdown of the charges under several headings which usually read from left to right. The most common headings are:

    • Date of Service - the date of the appointment or procedure. Services - codes used by the medical provider to tell the insurance company what services were rendered to the patient.

    • Amount Billed - the amount of charges submitted by the medical provider.

    • Approved Amount - the amount the insurance company approved for payment. Insurance companies often have pre-determined dollar amounts that they consider “usual and customary” for each medical service code. This pre-determined amount is often different than what your medical provider charges for that service. Depending on the contract or agreement between your insurance company and medical provider, or lack thereof, the difference between the Approved Amount and the billed amount may be adjusted (reduced to $0) or transferred to Patient Responsibility (see below).

    • Amount Paid - the amount the insurance company paid to the medical provider for the services rendered.

    • Applied to Deductible - the amount of charges that the insurance company has applied to the deductible. Most insurance plans require the patient to pay for a certain portion of their medical charges each plan year before the insurance coverage begins to pay. This is called the plan deductible and it comprises a portion of the total Patient Responsibility (see below).

    • Applied to Co-insurance – the amount of charges that the insurance company has applied to the co-insurance element of the plan. Some insurance plans require the patient to pay for a percentage of the charges for each medical service. This is called co-insurance and it comprises a portion of the total Patient Responsibility (see below).

    • Patient Responsibility - the amount you owe. This is made up of the deductible, co-insurance and any charges not covered by the insurance plan.

    • Denial Codes - Sometimes the insurance company will deny (refuse to pay) a charge for some reason. In this case, the EOB will contain alpha or numeric codes next to each procedure which indicate the reason for the denial. The explanation of these codes will often be found at the bottom of the page or on the reverse of the EOB. Some denial codes require the patient to contact the insurance carrier in order to resolve questions or other issues that are preventing payment from being made.

    Patient Tip:

    We recommend that you compare your insurance EOB’s to the bill received from the medical provider. Check to see if the payment was posted correctly and the amount owed on the bill matches the amount indicated on the EOB. Springfield Clinic makes this comparison easier by including detailed charge and payment information on all Clinic statements. Any questions can be directed to our representatives at 217.391.7086 Monday through Thursday 8:00 a.m. - 7:00 p.m., Friday 8:00 a.m. - 5 p.m. and Saturday 8 a.m. - 12 p.m.

    Payment Information

    AffordaPay™

    Springfield Clinic patients with budget payment plans were notified by mail that their budget plan account balance would be transferred to AffordaPay™ for servicing and management.  AffordaPay is an extended payment program from Orion Portfolio Services, LLC, (formerly U.S. Asset Management), a national leader in health care financial services. AffordaPay™ provides financial services similar to Springfield Clinic’s budget plan program, including 0% APR and set payment amounts. AffordaPay FAQs

    • AffordaPay™ is an industry leader in healthcare financial services— not a collection agency or credit card company.

    • Through AffordaPay™, patients will continue to pay off their account balance interest free with 0% APR in manageable monthly payments. 

    • Payments options include US mail, telephone, auto-pay setup and an online account management portal - www.AffordaPay.com

    • Contact information:
      AffordaPay™
      PO box 15055

      Wilmington DE, 19850
      217.210.6682 or 855.484.3143 (toll free)
       
      www.AffordaPay.com

    • Call center hours (central time zone): Mon-Thurs, 8am-8pm  |  Fri, 8am-5pm  |  Sat, 8am-12pm

    AffordaPay by Orion Portfolio Services, LLC. A fully compliant debt purchase solutions provider

    Welcome to Orion Portfolio Services, LLC AffordaPay program. AffordaPay allows guarantors more options to pay off balances with interest free monthly payments. Our AffordaPay team looks forward to assist.

    Good Faith Estimate

    You have the right to receive a “Good Faith Estimate” explaining how much your medical care will cost. If you don’t have health insurance or you plan to pay for health care bills yourself, generally, health care providers and facilities must give you an estimate of expected charges when you schedule an appointment for a health care item or service, or if you ask for an estimate. This is called a “good faith estimate.”“

    A good faith estimate isn’t a bill

    The good faith estimate shows the list of expected charges for items or services from your provider or facility. Because the good faith estimate is based on information known at the time your provider or facility creates the estimate, it won’t include any unknown or unexpected costs that may be added during your treatment. Generally, the good faith estimate must include expected charges for:

    • The primary item or service

    • Any other items or services you’re reasonably expected to get as part of the primary item or service for that period of care.

    The estimate might not include every item or service you get from another provider or facility, even if some items or services may seem connected to the same service. For example, if you’re getting surgery, the good faith estimate could include the cost of the surgery, anesthesia, any lab services, or tests. In some cases, items or services related to the surgery that are scheduled separately, like certain pre-surgery appointments or physical therapy in the weeks after the surgery, might not be included in the good faith estimate. You’ll get a separate good faith estimate when you schedule those items or services with the provider or facility, or if you ask for it.

    Your right to a good faith estimate

    Providers and facilities must give you the good faith estimate:

    • After you schedule a health care item or service. If you schedule an item or service at least 3 business days before the date you’ll get the item or service, the provider must give you a good faith estimate no later than 1 business day after scheduling. If you schedule the item or service OR ask for cost information about it at least 10 business days before the date you get the item or service, the provider or facility must give you a good faith estimate no later than 3 business days after you schedule or ask for the estimate.

    • That includes a list of each item or service (with the provider or facility), and specific details, like the health care service code.

    • In a way that’s accessible to you, like in large print, Braille, audio files, or other forms of communication.

    Providers and facilities must also explain the good faith estimate to you over the phone or in person if you ask, then follow up with a written (paper or electronic) estimate, per your preferred form of communication.

    To learn more and get a form to start the process, go to www.cms.gov/nosurprises/consumers or call 1-800-985-3059. For questions or more information about your right to a Good Faith Estimate or the dispute process, visit www.cms.gov/nosurprises/consumers or call 1-800-985-3059.

    *Source: Centers for Medicare & Medicaid Services ( https://www.cms.gov/nosurprises/consumers)