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Billing, Insurance and FAQs

Hackley Community Care (HCC) patients with active Humana or Aetna insurance important notice:

If Trinity Health does not sign a new contract with Aetna or Humana by 12/31/2024, HCC will no longer be ‘in network’ and you will need to do one of the following:

Trinity Health is in current contract negotiations with both Humana and Aetna insurances.  You may have received calls or letters regarding this recently.  Please utilize the information below to help you make the most informed decision regarding your insurance and benefits as it relates to your care at HCC.

*This also impacts individuals who have Medicaid as a secondary insurance plan. 

  • Christopher Sugin (Insurance Agent) at 231-343-3342.
    • You may need to leave a message as he may be with another client, and he will call you back.
    • He is available for home visits or can complete forms electronically depending on need.
    • There could be opportunities to switch insurances and then if Trinity signs the agreements to potentially switch back if desired.
  • Senior Resources at 231-733-3572 (Muskegon) / 616-842-9210 (Grand Haven) / 231-733-3572 (Oceana) / 616-355-5118 (Holland).
  • Patients can also call 1-800-MEDICARE for assistance.
  • HCC Support Staff (Sliding Fee Scale) are available to answer questions at 231-733-6607. They are unable to assist with Medicare plans, but are happy to provide resources.

If you would like to keep your existing Aetna or Humana insurance plan, then you can call the number on the back of your card (customer service) to discuss options for switching to a new Provider that is not part of the Trinity contract.

  • Medicare’s open enrollment has a small window to make insurance changes (October 15-December 7, 2024).
  • Trinity Health has stated they will continue to support patients with Aetna or Humana insurance through the hospital and ER if they become out of network.

Good Faith Estimate

You have the right to receive a “Good Faith Estimate” explaining how much your medical care will cost.

Under the law, health care providers need to give patients who do not have insurance or who are not using insurance, an estimate of the bill for medical items and services.

  • You have the right to receive a Good Faith Estimate for the total expected cost of any non-emergency items or services. This includes related costs like medical tests, prescription drugs, equipment, and hospital fees.
  • If you schedule an appointment at least 3 business days in advance, make sure your health care provider gives you a Good Faith Estimate in writing. You can also ask your health care provider, and any other provider you choose, for a Good Faith Estimate before you schedule an appointment.
  • If you receive a bill that is at least $400 more than your Good Faith Estimate, you can dispute the bill.
  • Make sure to save a copy or picture of your Good Faith Estimate.

For questions or more information about your right to a Good Faith Estimate, visit www.cms.gov/nosurprises.

Important Insurance Notice

If you are a patient with a WellCare insurance plan, please read this notice: Wellcare Letter 9-3-2021_Final

Insured

Hackley Community Care (HCC) participates with most insurance companies. Please call 231-733-6750 for more information.

Uninsured

Hackley Community Care staff provides assistance with the application and enrollment process in the Health Insurance Marketplace, Medicaid Programs and Sliding Fee Scale. All programs are based on your income and require that you bring in proof of income or tax return, along with a picture ID. If you do not have an income or do not file taxes you will need to explain how you support yourself. Patients will not be turned away due to the inability to pay.

Sliding Fee Scale

This program (not an insurance plan) is based on your family size and income and offers reduced fees to eligible HCC patients. Please be ready to present your picture ID and Sliding Fee Scale card at every visit.

Patient Payments

We ask that you be prepared to pay any copayments or deductibles at the time of service. We will send you an itemized statement for any fees not covered by your insurance. Payment arrangements may also be made with our billing staff. Call 231-733-6607 for assistance.

Auto Insurance

We will bill your auto insurance and request payment be sent to us. Please bring your auto insurance name, address, telephone number, contact person and claim number.

Workers Comp

We will bill your Workers Comp insurance and request payment be sent to us. Please bring your Workers Comp name, address, telephone number, contact person and claim number.

Billing and Insurance FAQs

You can address all billing and insurance questions to our Billing Department by dialing 231-733-6607. This information is also found under “Contact Information” on our website.

This term appears when a previous billing statement was mailed to you but was not paid in full. The balance outstanding is brought forward to the next billing statement.
A guarantor is the person who is financially responsible for the bill. This might be the patient, the parent of the patient, a spouse, etc.
Before visiting any doctor, you should check with your insurance company to see what your financial obligation might be.

Payment options may be available to you. Your income will be assessed at your first appointment to see if you are eligible for our Sliding Fee Scale program. This program is based on your income and family size; please have this information available at your visit. The Sliding Fee Scale offers you a reduced fee for medical, dental, and pharmacy services. Hackley Community Care has also made special arrangements to provide limited optometry, x-ray, lab, and many other hospital services at a reduced fee for your convenience. Please contact our Patient Coordinator at 231-733-6750 for further information about your options.

Insurance plan benefits, eligibility and billing addresses change frequently, so some carriers require us to verify your insurance each time you visit. Checking your card only takes a minute, and it can ensure accurate and timely billing.
Payments are always accepted in the office during business hours. See “Contact Information” for office hours. We accept Visa, MasterCard, debit cards and of course cash. We don’t accept personal checks. We will accept a money order mailed to the address on your statement.

Contact our Outreach Coordinator at 231-733-6614 for information on qualifying for special assistance. If you are already on our Sliding Fee Program or don’t qualify for our Sliding Fee Program, please contact our billing and insurance department at 231-733-6607 for possible payment plan arrangements.