University Medical Center Health System is the region’s only Level 1 Trauma Center committed to meeting the health care needs of our community. Our patients have a financial responsibility for all services rendered at UMC. For patients without health care coverage (self pay), UMC will assist self-pay patients in determining if they are eligible for financial medical assistance through federal, state, county or local programs. A person who comes to the emergency room will receive a medical screening examination and necessary stabilizing treatment regardless of the person’s ability to pay.
The Financial Arrangements Office sees all self-pay patients coming to UMC for out-patient services such as but not limited to labs, x-rays and physical therapy. The Financial Arrangements Office will assist patients in determining if they are eligible for financial medical assistance. Patients not eligible for assistance will be required to pay a deposit before services are rendered. The deposit amount will vary depending on the services to be rendered. Patients unable to pay the required deposit may be rescheduled or denied services. These are only deposits and not payments in full. The Financial Arrangement Office is located in the UMC Outpatient Surgery Pavilion and can be reached at 806-775-9045 or 1-866-888-3267. Office hours are Monday through Friday 7AM to 6PM.
The Resource Assistance Department sees all self-pay patients who are admitted to UMC. A counselor will visit with self-pay patients to determine if they are eligible for financial medical assistance and can assist with the application processes as appropriate. Persons living in Lubbock County who meet certain income and asset guidelines may be eligible for the Lubbock County Medical Indigent Program. This program requires the completion of an application and must provide various information and documents such as proof of income and residency. Each case is different and may require additional information. The Resource Assistance Department can be reached by calling 806-775-9014 or 1-800-383-8039. Office hours are Monday through Friday 8AM to 5PM.
Pursuant to the Internal Revenue Service Regulations 501(r), all patients without any kind of healthcare coverage will receive a discount on hospital services equal to the amount generally paid by the Federal Medicare program and other private health insurers. Patients do not have to apply for this discount as it will automatically be applied to their hospital account. This discount is only for services rendered by UMC and does not include physician services. UMC may apply discounts and any payments as appropriate to satisfy any unpaid balances owed to UMC. For more information on this program you can contact the Patient Accounting Department at 806-761-0878 or 1-800-528-6033.
The Patient Accounting Department can assist patients with questions about their hospital bill or insurance billing questions. They can also assist all patients with setting up an acceptable monthly payment plan for unpaid balances without accruing an interest charge. The Patient Accounting Department is located at 4505 W. Loop 289 and can be reached by calling 806-761-0878 or 1-800-528-6033.
If you have a complaint about any patient financial issues, you should attempt to resolve it with the appropriate staff and/or Managers. If you need further assistance, you may contact Amy Eade, Director of Patient Financial Services at 806-761-0842; Bill Eubanks, Senior Vice President at 806-775-9088. If your complaint is still not resolved to your satisfaction, you may contact the UMC Compliance Office, PO Box 5980, Lubbock, TX 79417 or call 806-761-0994, or Texas Department of Health Services at Health Facility Compliance Group/MC 1979, Texas Department of Health Services, 1100 West 49th Street, Austin, TX 78756, 1-888-973-0022.