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 >