Residents gathered for an informative and transparent town hall discussion on health care costs and medical billing during the hospital’s first Community Conversation of the year, held Wednesday night in the Juan F. Luis Hospital conference room.
The session, led by hospital leadership and financial services staff, aimed to help community members better understand how medical billing works, why charges can sometimes be confusing, and what resources are available to assist patients.
“This is about building one system, stronger together,” said JFL CEO Darlene Baptiste. “Every dollar counts, and we cannot do it without the community.”
The discussion focused on the hospital’s billing process – commonly referred to as the revenue cycle — which involves three main parties: the hospital, insurance providers, and patients. Officials explained that while the hospital submits claims and insurance companies determine coverage, patients are responsible for any remaining balance.
Presenters acknowledged that medical billing can often feel overwhelming. Common challenges include missing or incorrect information, insurance delays or denials, and the need for prior authorizations for certain services. In addition, billing terminology can be difficult for many patients to understand.
“One of the most frustrating experiences is not knowing what you owe or why,” said Lisa Hanley, Manager of Patient Accounts. “We hear that, and we are working to improve it.”
Hospital officials emphasized that unpaid bills are often the result of confusion or financial hardship rather than a lack of willingness to pay. As a result, the hospital is focusing on improving communication, increasing transparency, and providing support to patients.
Several financial assistance options were highlighted during the session, including charity care for qualifying patients, flexible payment plans, and health care financing programs designed to help manage out-of-pocket costs.
“Please don’t let your bill go unanswered,” said Hanley. “We are here to help.”
The hospital also shared that it has partnered with a revenue cycle management firm to strengthen internal processes. The partnership is expected to improve billing accuracy, reduce delays, and enhance the overall patient experience.
Community members actively participated in a question-and-answer segment, raising concerns about billing practices across different facilities. Hospital representatives confirmed that patients may currently receive separate bills for services provided at different locations, as systems are not yet fully integrated. However, they noted that integration remains a long-term goal.
Questions were also raised about how and when patients can apply for financial assistance. Officials explained that individuals can seek support after receiving care, particularly if they are unable to pay their bills.
The Community Conversation series is expected to continue throughout the year, with future sessions focusing on topics such as emergency room services, available hospital programs, and ongoing facility improvements.
Residents were encouraged to stay engaged and to suggest topics for upcoming discussions as the hospital continues its efforts to strengthen communication and build trust within the community.
