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Contact Patient Accounts

If you have questions about your bill or a patient account, please call (828) 262-4111 or send a message through the following form.

Frequently Asked Questions

Who is eligible for financial assistance?
  • Uninsured and underinsured people who need emergency or medically necessary treatment and have a household income between 200% and 300% of the Federal Poverty Guidelines (FPG).
  • When determining patients’ eligibility, Appalachian Regional Healthcare System does not consider race, gender, age, sexual orientation, religious affiliation, or social or immigrant status.
  • Eligible patients must submit a completed financial assistance application within 240 days (including all documentation required by the application) after ARHS provides the first post-discharge billing statement for the care.  You may have to meet with hospital Patient Financial Advocates before receiving financial assistance.

Learn more or apply for financial assistance >

For which services can I use financial assistance?
  • Financial assistance is provided only when care is considered medically necessary and after patients have met all eligibility requirements.
  • Emergency or urgent care, services considered medically necessary by Appalachian Regional Healthcare System.
What providers are included in ARHS billing and financial assistance?
How do I get an itemized statement?

To receive an itemized statement with detailed charges about the services provided, call our Customer Service department at (828) 262-4111, contact us online, or send a written request to billing@apprhs.org.

How do I dispute or appeal a billing decision?

If you wish to dispute charges or make sure that charges and patient balances are accurate, you may request a review. Call our Customer Service Department at (828) 262-4111, contact us online, or send a written request to billing@apprhs.org

If a review of the charges and balances on your bill are determined to be correct, you may still appeal this decision by sending a written request to 155 Furman Road, Suite 101, Boone, NC 28607 to attention of Appeals.

What is the collections process?

After your health insurance company has paid its portion of your visit, we will send you a monthly statement(s) for the amount that you owe.

  • We will contact you at least three times (via billing statements and/or phone calls) during a 120 day period to remind you of your balance. During this period, you will be expected to pay your balance in full, set up a payment plan or apply for financial assistance.
  • If the balance is unpaid after the 120 day billing period, your account will be sent to a collection agency. If the balance is not paid or set up on a payment plan within 60 days of collection agency placement, your credit score may be impacted.

You will receive three billing statements for unpaid bills. After the third billing statement, if you do not pay the amount you owe in full, apply for financial assistance or set up a payment plan the third billing statement will include a 30 day collection notice. If the balance remains unpaid after the 30 day period, your account will be sent to an outside collection agency.

Learn about all the ways we can help you pay your bill >

Billing and Insurance

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Weather Closings & Cancellations

Weather Closings & Cancellations

Weather Closings & Cancellations

ARHS Closings and Cancellations

(828) 262-4346 or
(855) 812-8369 toll free

When an Inclement Weather Warning has been issued, please call the ARHS Inclement Weather phone line and/or visit the ARHS website to see if the Inclement Weather Plan has been activated before leaving home for your appointment.

What does it mean for patients?

Inclement Weather Plan Activated

For the safety of our patients and staff, Appalachian Regional Healthcare System (ARHS) outpatient facilities may be closed. A list of the outpatient facilities that may be affected in the event of inclement weather are listed below

Medical Offices and Outpatient Facilities: Contact the outpatient facility to reschedule your appointment.

Inpatient Units at Cannon Memorial Hospital and Watauga Medical Center do not close during inclement weather.

Appalachian Regional Healthcare System hospitals are open 24 hours a day, 7 days week. If you have an emergency, please proceed to your nearest emergency room or call 911.

AppGastro is open these hours, even during inclement weather.  Monday – Thursday, 8 am – 5 pm and Friday, 8 am – 12 pm.

 

Which facilities are affected?

During inclement weather events, Appalachian Regional Healthcare System (ARHS) outpatient facilities may close early, delay opening or be closed an entire day. The following is a list of locations and services that may be affected.

 

Follow Appalachian Regional Healthcare System on Facebook and Twitter at @apprhs for the latest updates.

Click to find locations, hours, contact information >

Facilities are operating on a normal schedule unless otherwise noted.

Emergency & Same-Day Care

AppFamily Medicine

Baker Center Same-Day Clinic

Cannon Memorial Hospital

Watauga Medical Center

 

Appalachian Regional Medical Associates

AppFamily Medicine

AppGastro

Appalachian Regional Internal Medicine Specialists

Appalachian Regional Pulmonology

AppOrtho

Baker Center for Primary Care

Boone Urology Center

Davant Medical Clinic

Grandfather Specialty Clinic

Harmony Center for Women

Jefferson Specialty Clinic

Tate Clinic

Watauga Surgical Group

 

Outpatient Services

Appalachian Regional Behavioral Health

Appalachian Regional Outpatient Imaging and Lab Center

Appalachian Regional Pain Management Center

Cardiac Diagnostic Testing (CDT)

Heart & Vascular Center

Cardiopulmonary Rehabilitation

Outpatient Behavioral Health

The Rehabilitation Center

Seby B. Jones Cancer Center

Surgical and Anesthesia Services

The Sleep Center at Watauga Medical Center

The Wound Care Center

When an Inclement Weather Warning has been issued, please call the ARHS Inclement Weather phone line and/or visit the ARHS website to see if the Inclement Weather Plan has been activated before leaving home for your appointment.

What does it mean for patients?

Inclement Weather Plan Activated

For the safety of our patients and staff, Appalachian Regional Healthcare System (ARHS) outpatient facilities may be closed. A list of the outpatient facilities that may be affected in the event of inclement weather are listed below

Medical Offices and Outpatient Facilities: Contact the outpatient facility to reschedule your appointment.

Inpatient Units at Cannon Memorial Hospital and Watauga Medical Center do not close during inclement weather.

Appalachian Regional Healthcare System hospitals are open 24 hours a day, 7 days week. If you have an emergency, please proceed to your nearest emergency room or call 911.

AppGastro is open these hours, even during inclement weather.  Monday – Thursday, 8 am – 5 pm and Friday, 8 am – 12 pm.

 

Which facilities are affected?

During inclement weather events, Appalachian Regional Healthcare System (ARHS) outpatient facilities may close early, delay opening or be closed an entire day. The following is a list of locations and services that may be affected.

 

Follow Appalachian Regional Healthcare System on Facebook and Twitter at @apprhs for the latest updates.

Know who’s serving you: uniform colors

Employees who work in patient care areas wear color-coordinated apparel, specific to their job function within the healthcare system so that patients and family members can easily identify them and their area of medical expertise. For example, licensed nurses will wear solid navy blue or solid white uniforms and Nursing Assistants will wear turquoise.

Admissions Staff

Admissions

White shirt with blue tie/scarf

Medical Office Staff

Medical Office Staff

Caribbean blue

Licensed Nurses (RN/LPN)

Licensed Nurses (RN/LPN)

White or navy

Nursing and Office Assistants

Nursing and Office Assistants

Turquoise

Imaging

Imaging

Black

Laboratory-Pathology

Laboratory

Pewter

Housekeeping

Housekeeping

Burgundy

Pharmacy

Pharmacy

Hunter Green

Facilities

Facilities

Steel blue shirts

Cardiopulmonary

Cardiopulmonary

Teal Blue

Rehabilitation

Rehabilitation

Royal blue

Radiation Therapy

Radiation Therapy

Grape

Physicians

Physicians

White lab coats

Recognize Nurses or Staff

Recognize Nurses or Staff

Nominate a Nurse (RN or LPN) for a Daisy Award

The DAISY Award for Extraordinary Nurses recognizes the super-human efforts nurses perform for patients and families everyday. Each quarter, ARHS will recognize a nurse who has been nominated as showing exemplary clinical expertise, compassionate care, extraordinary service, continued commitment to excellence.

Note: ARHS nurses wear navy scrubs!

Recognize an outstanding CNA with a Sunflower

Watauga Medical Center also gives you the chance to recognize an exceptional Certified Nursing Assistant (CNA) with a Sunflower Award. These special CNA’s will receive notification of your recommendation, a sunflower and a pin for their name tag.

Note: ARHS CNAs wear turquoise colored scrubs!

Star Award Is there a healthcare employee or department who deserves a star?

This is your opportunity to thank those dedicated staff members who provide extra special care for our patients and their loved ones. Your financial gift made payable to ARHS Foundation, may be directed to the area of the hospital that has provided comfort in your time of need, or may be directed to the area where the need is greatest.

The employee(s) you honor will be nominated that you have made a donation to the Foundation in their honor and they receive a STAR recognition gift. Your gift will be acknowledged and is tax deductible as provided by law.

Nominate a Star Employee

 

You may also submit your gift by mail to:

ARHF, PO Box 2600, Boone, NC 28607

Privacy Policy & Your Health Information

You have privacy rights under a federal law that protects your health information. These rights are important for you to know. Federal law sets rules and limits on who can look at and receive your health information. Click to view/download our full Notice of Privacy Practices.

Who must follow this law?

  • Most doctors, nurses, pharmacies, hospitals, clinics, nursing homes and many other healthcare providers
  • Health insurance companies, HMOs and most employer group health plans
  • Certain government programs that pay for healthcare, such as Medicare and Medicaid

What information is protected?

  • Information your doctors, nurses and other healthcare providers put in your medical records
  • Conversations your doctor has with nurses and others regarding your care or treatment
  • Information about you in your health insurer’s computer system
  • Billing information about you at your clinic
  • Most other health information about you held by those who must follow this law

You have rights over your health information.

Providers and health insurers who are required to follow this law must comply with your right to:

  • Ask to see and get a copy of your health records
  • Have corrections added to your health information
  • Receive a notice that tells you how your health information may be used and shared
  • Decide if you want to give your permission before your health information can be used or shared for certain purposes, such as for marketing
  • Get a report on when and why your health information was shared for certain purposes
  • File a complaint

To make sure that your health information is protected in a way that doesn’t interfere with your healthcare, your information can be used and shared:

  • For your treatment and care coordination
  • To pay doctors and hospitals for your healthcare and help run their businesses
  • With your family, relative, friends or others you identify who are involved with your healthcare or your healthcare bills, unless you object
  • To make sure doctors give good care and nursing homes are clean and safe
  • To protect the public’s health, such as by reporting when the flu is in your area
  • To make required reports to the police, such as reporting gunshot wounds

Adapted from U.S. Department of Health & Human Services Office for Civil Rights

A separate law provides additional privacy protections to patients of alcohol and drug treatment programs. For more information, visit www.samhsa.gov