Billing & Insurance
Refer to the sections below for assistance with billing and payments.
Bill Pay Options
Mayo Clinic Heath System offers e-Statements, a program that provides paperless billing, the ability to view your payment history and payments using a credit card or from your checking account.
Make a payment using a credit card, debit card or checking account; or view your past statements and payment history.
Subscribe to e-Statements to make online payments, access your past billing statements and payment history online.
To subscribe to e-Statements log in using the subscribe link above and follow the easy steps. If you need assistance please call Customer Service at 800-603-2500 (toll free) from 8 a.m. to 5 p.m. Monday through Friday. Have your most recent paper statement available when you enroll because it contains information you will need. If you receive statements for both clinic and hospital services you will need to go through the enrollment process for each. View our frequently asked questions about e-Statements.
Billing & Payments
Charges not covered by your insurance are payable in full within 30 days of receiving the bill. Payment of co-payments, deductibles and non-covered services are to be paid at or before the time of service. We accept cash, checks, MasterCard, Visa, Discover, and Debit Cards. You may also pay your bill online - see the information under Bill Pay Options.
Cosmetic or other non-covered procedures require payment in full before the procedure.
Assistance Paying Your Bill
Mayo Clinic Health System – Franciscan Healthcare realizes that medical costs can be an unexpected expense. We will work with you to create reasonable payment plans. We are committed to providing financial assistance to you if you are unable to pay your entire bill. It is important that you let us know as soon as possible if you will have difficulty paying your bill.
Mayo Clinic Health System – Franciscan Healthcare provides financial counseling to uninsured patients or patients having difficulty paying their bill. This includes an explanation of the payment options available. We will explain the billing process and evaluate your financial need. We will also inform you about government assistance programs you might qualify for and assist you in the application process.
Mayo Clinic Health System – Franciscan Healthcare considers many factors to decide the cost of medical services. They include time spent with patient, complexity, cost of materials, and cost of equipment and tests. The insurance companies that do not have a contract with us may not pay the entire charge. This excludes charges applied to deductibles or co-payments. This non-payment is often referred to as a Usual and Customary payment reduction by the insurance company. We do not accept any payment reduction for Usual & Customary, nor do we arrange for any fee reduction. Mayo Clinic Health System Franciscan Healthcare expects you to be responsible for any balance due.
Contracted Care (Insurance)
It is your responsibility to contact your insurance company before receiving any care. Ask about your insurance plan requirements or limitations; what it will and will not pay. Managed care plans, Health Maintenance Organizations (HMO) or Preferred Provider Options (PPO), benefits vary from plan to plan. Insurance companies may deny payment or reduce benefits if medical care is obtained outside of the plans covered benefits.
Mayo Clinic Health System – Franciscan Healthcare contracts with most commercial insurance companies. Please check with your insurance carrier or employer for clarification of coverage.
You must respond to any inquiries from your insurance company:
- Additional information
- Other coverage questionnaires
- Copies of primary insurance
- Explanation of Benefits (EOBs)
Patient Financial Services will assist you in sending the following information to your insurance company:
- Medical records
- Charge itemizations
- Re-submission of claim (Please let us know if this is needed.)
Mayo Clinic Health System – Franciscan Healthcare allows a reasonable response time for your insurance company to process your claim. If a response is not received within this time, the charges will become your responsibility. You are responsible for resolving any unprocessed claims or problems with your insurance company.
Mayo Clinic Health System – Franciscan Healthcare recommends checking your monthly statement for correct billing information. Please compare your explanation of benefits from your insurance company to your monthly statement.
View our Billing and Collections Policy: English -- Hmong
Contacting Patient Account Services
Our staff are available to assist you with questions or concerns about your accounts.
Call Patient Account Services toll free at 800-603-2500
8 a.m. to 5 p.m. Monday through Friday
Walk-In Customer Service Centers are located in the lobby of the La Crosse Clinic and second floor east in the Onalaska Clinic.
Both centers are open from 8 a.m. to 4:30 p.m. Monday through Friday.
All written correspondence (paper and electronic) should include your full name, mailing address, phone number and best time to contact you during the day, date of birth, account number and whether it is a hospital or clinic bill, patient name (if different from your own), and your billing question. Please do not include any confidential information (such as diagnosis codes or insurance ID numbers).
Address Mail to:
Patient Account Services
Mayo Clinic Health System – Franciscan Healthcare
700 West Avenue South
La Crosse, WI 54601
Include information as requested with Postal Mail above. Inquiries via email will most likely be answered via a return telephone call or letter. Send to: email@example.com
Mayo Clinic has a long history of providing care to patients regardless of their ability to pay. Our primary value is "the needs of the patient come first."
Mayo Clinic provides services to meet the needs of people who are unable to pay for care. These services include:
- Helping people find sources to fund their care, including opportunities to work with outside agencies
- Using fair and consistent collection practices that are in the best interest of all parties involved
- Providing individualized payment plans, medical services at reduced rates or at no cost — based on your ability to pay
- Providing emergency care to stabilize you, regardless of your ability to pay
Mayo Clinic has developed a process for directing people to alternative sources of funding for their medical care. Mayo Clinic determines your need for charity care based on financial information and the medical services needed. The financial information includes your individual and family income, assets, employment status, family size and availability of alternative sources of payment. For additional information on this process please read our:
- Financial Assistance Policy: La Crosse Hospital — Sparta Hospital — Tsab Cai Txog Kev Pab Nyiaj Them Nqi
- Plain Language Summary: La Crosse Hospital — Sparta Hospital — Nqi Sua Lus Txog Lub Ntsiab Tseem Ceeb
If you're experiencing financial hardship, please contact Patient Account Services at 800-603-2500 (toll free) or arrange to meet with one of our financial counselors to discuss options such as a payment plan or government assistance. A Walk-In Customer Service Center is available in the La Crosse Hospital Building from 7:30 a.m. to 5 p.m. Monday through Friday.
Our staff may ask you to complete a Financial Assistance Application (Daim Ntawv Thov Kev Pab Nyiaj), which will help us evaluate your eligibility for charity care. Note that until your financial statement has been reviewed and approved by our financial counselors, you'll be financially responsible for your medical care. Completing a financial statement may not absolve you of your full financial responsibility with Mayo Clinic. You may also view our policy on Charity Care - Administration of Financial Assistance.
Please return the completed financial statement and all required information to:
Patient Account Services
Mayo Clinic Health System – Franciscan Healthcare
700 West Avenue South
La Crosse, WI 54601
Once your application and required documentation is reviewed, Patient Account Services will provide you with a timely response. You will receive a call or letter from our office.
View a list of providers who are or are not covered by the Mayo Clinic Financial Assistance Policy. (Hmoob)
Health Tradition Health Plan
Managed care health insurance for businesses large or small.
Health Tradition Health Plan is the leading health plan for our growing region. Businesses appreciate that Health Tradition is part of a leading network of care, yet features local customer service. The plan is customizable, affordable and complete. Our focus on preventive care services ultimately cuts costs and provides better outcomes. Your plan will include:
- Easy ongoing and phone customer service, account inquiries and resources
- Secure and confidential services
- Access to convenient, effective health promotion and wellness tools
- Seamless claims services with Mayo Clinic Health System
Health Tradition Health Plan is part of Franciscan Health Solutions.
Visit Health Tradition Health Plan online or call 608-781-9692.
Also learn about our Organized Healthcare Arrangement between Mayo Clinic Health System sites and Health Tradition Health Plan.
Hospital & Physician Charges
To comply with Wisconsin Act 146 (2009) Mayo Clinic Health System – Franciscan Healthcare will provide the following charge information to any member of the public in a timely manner and at no cost.
- The median billed charge, and
- The Medicare payment received, and
- The average allowable payment from private 3rd-party payers
Professional Fees (clinic charges)
Mayo Clinic Health System – Franciscan Healthcare will provide information on the three items listed above for the twenty five most frequently provided health care services (presenting conditions) for each provider type as determined on an annual basis by the Wisconsin Medical Society and the Wisconsin Department of Health Care Services. (fee schedule)
Mayo Clinic Health System – Franciscan Healthcare will provide information on the three items listed above for the (statewide) seventy five most frequent inpatient diagnoses and seventy-five most common outpatient surgeries as determined on a quarterly basis by the Wisconsin Medical Society and the Wisconsin Department of Health Care Services. To access this information please visit PricePoint as administered by the Wisconsin Hospital Association.
For additional assistance regarding your right to charge information and/or help with receiving estimates of out-of-pocket costs for services under your insurance plan, please contact a Financial Counselor via phone (608-392-7181) or email, or walk-in to a Customer Service Center located in the Clinic and Hospital Buildings on the La Crosse Campus, or the Onalaska Clinic.
Additional information regarding clinical quality performance by Mayo Clinic Health System Franciscan Healthcare is available via CheckPoint or the Wisconsin Collaborative for Healthcare Quality.
Provider Based Billing
Provider-based billing is a type of billing for services provided in a clinic or department which is considered to be part of the hospital. This affects patients with Medicare, Medicare Advantage and Tricare plans.
Depending on a patient's specific insurance coverage, it is possible that some benefits may differ for these services and procedures. Patients will also see two claims on billing statements which breaks apart the professional services (clinic visit charge) from the technical service (hospital charge).
This may be confusing to patients. Explanatory brochures are available at the registration desks to help answer questions. Patients should review their insurance benefits or contact their insurance provider to determine what their policy will cover and identify any out-of-pocket expenses.
Provider-based billing affects services provided by Mayo Clinic Health System – Franciscan Healthcare in the following locations: La Crosse (most services offered in the hospital and clinic buildings), La Crescent Clinic, Onalaska Clinic, Holmen Clinic, and the Caledonia Clinic.
If you have questions about provider-based billing or items on your statement, please call 800-603-2500 (toll free) or view our Frequently Asked Questions page. You may also view a page illustrating the difference you will see on statements under this new billing system.