| Feedback Billing Questions Medical Privacy |
Billing Questions
| Below is a list of common questions related to EMS Billing. If your question is not answered below, please contact us at 512.972.7210 or by email at EMSBillingInfo@ci.austin.tx.us. |
| What insurance do you file? Normally it will be your primary health insurance unless the bill is due to an auto accident or an on the job injury (worker's compensation). If you endured a workers’ compensation injury or you would like for us to file a medical claim to Medicare, Medicaid, and/or your health insurance please contact our customer service representative as soon as possible at 512.972.7210. When contacting our customer service representative please have your ambulance account number and insurance card available. Please understand Medicare, Medicaid and some health insurance companies do not cover Aid at Scene charges. |
| Why am I being charged for ambulance service if I pay taxes in Travis County? The cost to operate Austin-Travis County EMS is funded “partially” by the City of Austin and Travis County taxpayers, in addition to fees which are passed on to patients who use our service. |
| What is the Address? Physical Location: RBJ Building 15 Waller 2nd Floor Austin, TX 78702 Mailing Address: City of Austin EMS PO Box 1088 Austin TX 78767 |
| What is a “Non-Residence Fee” (NRF)? NRF is a flat rate fee that is applied to ambulance transports only. It is defined as patient who’s billing address or physical address is outside Travis County. Non-residence of Travis County are not paying property taxes, therefore the NRF is an equitable way to distribute the cost of EMS over users of the service. This fee was approved by Austin City Council. If you own property within Travis County and pay property taxes to the City and / or Travis County, please contact our customer service representative at 512.972.7210. |
| What ambulance services does Austin-Travis County EMS provide? a. Basic Life Support Aid at Scene: is a flat rate fee for basic medical care provided at the scene but the patient refuses ambulance transport. b. Advance Life Support Aid at Scene: is a flat rate fee for advance medical care provided at the scene but the patient refuses ambulance transport. c. Advance Life Support 1: advance care with transport to a medical hospital. d. Advance Life Support 1 Specialized: advance care with less than three medications with transport to a medical hospital. e. Advance Life Support 2 Specialized: advance care with three or more medications with transport to a medical hospital. f. StarFlight “In County”: air ambulance transport to a medical hospital. Point of patient pickup is within Travis County. g. StafFlight “Out of County”: air ambulance transport to a medical hospital. Point of patient pickup is outside Travis County. h. Mileage: charged on all ground and air transports from point of patient pickup (origin) to a medical hospital (destination). i. Medical Supplies: can include one or more of the following on air and ground transports only: bandages, oxygen, medications (oral / intervention), IV packages, special medical procedures, etc. |
| What other services does Austin-Travis County EMS provide? a. Medical Records: There are fees for obtaining copies of the patient’s medical record which consist of patient demographics, medical procedures and narration that occurred at the time of ambulance service. Please contact our medical records representative for HIPAA (Health Insurance Portability and Accountability Act) legal criteria’s in obtaining copies of the medical record. b. Standby Service: Ambulance service provided for a specified time frame for a special event or function. Please contact our standby representative at 512.972.7174 for further assistance. c. Cardiopulmonary Resuscitation (CPR) classes: Please contact our CPR representative at 512.972.7277 to schedule a class or for further information. |
| How can I obtain a copy of a medical record? Type an answer here...Austin-Travis County EMS abides by the Health Insurance Portability and Accountability Act (HIPAA) and since there are different legal criteria for obtaining a copy of a medical record, please contact our Medical Records Representative at 512.972.7035 for assistance. |
| What forms of payment are accepted? Type an answer here...Austin-Travis County EMS accepts personal checks, money orders, insurance checks, MasterCard, Visa, Discover, American Express, and Debit cards. Credit and debit card payments can be processed over the phone by calling our customer service representative at 512.972.7210. Please provide / include your EMS account number with your payment. |
| What do I do when the insurance company pays the patient / insured directly? Please contact our customer service representative as soon as possible at 512.972.7210 for further assistance. |
| What do I do when my insurance company denies payment for ambulance service? First review your health insurance plan to see if they cover ambulance service. Or you can contact your health insurance company for assistance. When the insurance company denies ambulance service the patient / responsible party is liable for submitting payment to Austin-Travis County EMS. |
| What is the charge for a non sufficient fund check? Austin-Travis County EMS charges an additional $20.00 for each non sufficient fund check. This charge will be added to your ambulance bill. |
| What information is needed in case an ambulance is required for me, a family member or friend? Austin-Travis County EMS understands that emergencies are never planned. Therefore here are a few helpful suggestions that you can prepare now to have on hand for the paramedics should you, your family or friend requires ambulance assistance. (Advice: you can legibly list all this information on the front and back of an 8.5 X 11.5 sheet of paper that should be kept secure yet easily assessable in case of an ambulance emergency.) a. A copy of a current picture identification card with the patient’s name, date of birth, and physical mailing address. Also include the patient’s social security number, at least two points of contacts, with their phone number(s). b. For minors without an identification card list the child’s name, current mailing address, parent(s)/guardian(s) name, and at least two contact phone numbers. c. A copy of the patient’s insurance card (front and back). Make sure you include the insured’s / card holder’s date of birth for medical claim filing purposes. d. List of the patient’s doctor(s), their profession and phone number (ex: Dr. Smith, Primary Care Physician, 512-555-9999) e. List of the patient’s medication(s) that consist of the name of the drug, number of each dosage in milli-liters, grams, etc. (ex: Verapamil, each 10mg, taken twice a day. Bayer Aspirin, each 200mg, taken once a day) f. History of the patient’s previous / current injury and/or illnesses. g. For further information contact our main office at 512.972.7200. |
| What is the TDD (for hearing disabilities) phone number for billing concerns? Our TDD phone number is 512.320.0217 |
