How to Correctly Pay Your Patient Responsibility for a Balance Bill

When you receive a balance bill, paying your designated patient responsibility (copay, deductible, or coinsurance as outlined on your Explanation of Benefits) is the first step toward resolution.

To ensure Sana's Balance Billing Team can negotiate the remaining disputed balance with your provider, your payment must be posted to the exact claim and account number associated with that visit.

Why Specific Payment Allocation Matters

Healthcare provider billing systems often default to applying unassigned payments to your oldest outstanding balance or an overall account summary.

If your payment is applied to the wrong visit or general balance, your provider's system will not show that the specific claim's patient responsibility was satisfied, preventing our resolution team from proceeding with balance negotiations.

Required Details When Making Your Payment

Regardless of how you pay your provider, you must explicitly specify the following four details with their billing department:

1. Exact Date of Service (DOS)
2. Account Number / Invoice Number
3. Exact Billed Amount for the Specific Service
4. Exact Amount You Are Paying (matching your Sana EOB)

How to Pay Your Provider

Choose your preferred payment method below:

• Online Portal / MyChart:
  • Log into your provider's patient portal (e.g., MyChart).
  • Select the specific visit date or invoice line item matching your EOB rather than selecting "Pay Total Account Balance."
  • In any payment memo or note field, type: *"Payment for DOS: MM/DD/YYYY - Account #[X]." *
• Over the Phone:
  • Call the provider’s billing phone number listed on your invoice.
  • State: "I am paying my patient responsibility for the service on [Date of Service], Account Number [X], for the billed amount of $[X]. Please ensure this payment is credited specifically to this invoice and not an overall account balance."
• Paper Check by Mail:
  • Write your Account Number and Date of Service directly on the memo line of your check.
  • Include the detached payment coupon from your bill, checking the box for the specific line item.

What to Do After Paying

1. Keep Your Receipt: Obtain a payment receipt or confirmation number showing the date, amount paid, and account credited.
2. Submit Proof to Sana: Upload a copy of your receipt and the balance bill to Sana so our Balance Billing Team can verify your payment against your EOB and begin negotiations directly with your provider.