Henry Ford Billing & Customer Service — Expert Guide

Overview of Henry Ford billing workflows

Henry Ford Health System (headquartered at 2799 West Grand Boulevard, Detroit, MI 48202; website: https://www.henryford.com) operates a centralized patient financial services structure that separates charges into three basic categories: professional (physician) charges, facility (hospital) charges, and ancillary charges (imaging, lab, durable medical equipment). Each hospital encounter generates one or more statements; typical full-service inpatient stays can produce 10–30 line items because every supply, day in the room, test and medication is billed separately.

From intake to final billing, the workflow follows four stages: registration/insurance verification, claim generation (CPT/HCPCS and ICD-10 coding), claim submission to payers, and patient billing/resolution. Standard commercial insurers usually adjudicate claims within 14–45 days; Medicare and Medicaid have established processing windows and different patient-responsibility rules. Henry Ford publishes payer-specific contracts and uses industry-standard explanation-of-benefits (EOB) formats to show adjustments (insurance allowed amounts) versus charged amounts.

How to read a Henry Ford statement

A Henry Ford statement contains several elements that determine what you owe: account number, statement date, date(s) of service, guarantor name, itemized line charges (with CPT or revenue center codes), insurance payments or adjustments, and the remaining patient responsibility. Look for three numeric columns: billed charge, allowed/negotiated amount, and patient responsibility. The patient responsibility may be a co-pay (fixed), co-insurance (percentage), deductible (amount remaining) or self-pay balance after contractual adjustments.

Line-level detail will include CPT/HCPCS codes for procedures (e.g., 70450 for a non-contrast head CT) and ICD-10 diagnosis codes. Coding drives payment; a mismatched diagnosis or an omitted modifier can change payment by hundreds or thousands of dollars. If a code is unfamiliar, copy it and check the EOB from your insurer — the EOB will show why an item was denied, adjusted, or paid. Typical reminders on the statement include a payment due date (commonly 30 days) and instruction to call the number printed on the bill for questions.

Insurance coordination and explanation-of-benefits (EOB)

Henry Ford bills the primary insurer first. After insurance adjudication, the patient receives both the insurer’s EOB and Henry Ford’s statement. The EOB details what the insurer allowed and what portion is the insured’s responsibility. For example, if a CT yields a billed charge of $2,200 and the insurer’s allowed amount is $900, Henry Ford will write off the difference per the contract and bill the patient for the allowed amount less any policy payments (deductible/co-insurance).

Timelines matter: if an insurance payment is delayed, the patient may still receive a statement showing an estimated responsibility; the hospital usually re-bills or issues a corrected statement once payment posts. If you believe an insurer should have paid and didn’t, request that Henry Ford re-submit the claim with any additional documentation (operative notes, prior authorization numbers). Keep track of submission dates and reference numbers — internal resubmissions are commonly resolved within 30–60 days.

Payments, plans, and financial assistance

Henry Ford accepts online payments through its patient portal, one-time phone payments, mailed checks, and third-party options such as CareCredit. For balances above $500, the system commonly offers interest-free payment plans of 3–12 months; for larger balances (multi-thousand-dollar inpatient balances) structured monthly payment plans up to 24 months are frequently available after a credit review. Always request a written agreement that states the monthly payment, number of payments, and any late fees.

Henry Ford maintains a financial assistance/charity care policy for eligible patients; eligibility is based on household income and family size. While the exact thresholds and documentation requirements change over time, typical hospital charity policies use Federal Poverty Level (FPL) multiples (e.g., ≤200% FPL for full charity; 201–400% FPL for discounts). To apply, provide proof of income (pay stubs, tax returns), household size, and a completed application — the Financial Counseling office reviews applications within 30 days of complete submission.

Disputes, appeals, and corrections

If you identify an error — duplicate charge, wrong date of service, or a charge that should have been billed to insurance — begin with Henry Ford’s Billing Customer Service unit. Use the phone number printed on your statement or the billing/contact page at https://www.henryford.com/billing to reach the correct desk. Be prepared with the account number, dates of service, claim numbers and the insurer’s EOB.

For insurance denials you can pursue two parallel tracks: an internal billing correction at Henry Ford (if the hospital billed incorrectly) and an insurance appeal. Insurer appeals typically have strict deadlines (commonly 30–180 days depending on plan and state law). If an internal appeal or correction is requested, ask for a written confirmation and a reference number, then monitor for a corrected statement within 30–60 days. If unresolved, patients can request an external review through state insurance regulators or file a complaint with the Michigan Department of Insurance and Financial Services (if in Michigan).

Practical checklist and documents to prepare

• Step-by-step actions to resolve a billing issue: 1) Gather statements and the insurer’s EOB; 2) Call the number on the statement and note representative name/ID; 3) Ask for an itemized explanation line-by-line; 4) If billing error, request immediate correction and re-billing to insurer; 5) If insurer denial, request hospital to submit additional documentation/appeal; 6) If affordability is an issue, apply for Henry Ford financial assistance and request a temporary hold on collections until decision; 7) If unresolved after 60–90 days, escalate to state insurance regulator or patient advocate (use written complaint template and include dates, amounts, and contacts).
• Documents to have ready before calling: account number(s) and statement copy; insurer EOBs; photo ID and guarantor information; insurance card (front/back) and policy/group numbers; itemized medical records/operative report if disputing medical necessity; proof of income for financial assistance (last two pay stubs or most recent tax return).

Contact and escalation tips

Primary resources: Henry Ford’s main website (https://www.henryford.com) contains billing portals, financial assistance forms and links to patient account login. For in-person help at the Detroit main campus, use the address 2799 West Grand Boulevard, Detroit, MI 48202 — the Patient Financial Services office will direct you to the appropriate department. Always use the phone number printed on your actual statement for the fastest connection to the correct account team.

Document every interaction: date/time called, representative name and ID, summary of what was agreed, and any reference numbers. If you require legal or insurance-advocacy support, obtain a written statement from Henry Ford confirming the disputed items and the timeline for resolution; having written confirmation speeds up external appeals and regulatory complaints. Following these precise steps reduces errors, shortens resolution time (most clean corrections resolved in 30–60 days), and protects your credit and financial position while disputes are pending.