Ascension Saint Thomas Heart Cookeville

Ascension Saint Thomas Heart Cookeville

  • Specialty Care


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Billing and Payment

At Ascension Saint Thomas, we provide payment options, insurance guidelines and financial aid for your healthcare needs.

Your health is our priority. At Ascension Saint Thomas, we offer many convenient ways to pay your hospital bill. With online bill pay, you can view and manage all your healthcare bills in one place. You can also set up a flexible payment plan based on your financial situation. The following hospitals currently support online bill pay:

If you have questions about your hospital bill, we are here to help. Customer service representatives are available from 8 a.m. to 5 p.m. Monday through Friday, excluding major holidays. Please be prepared to provide the account number listed on your billing statement.

Ascension Saint Thomas customer service

  • Ascension Saint Thomas Rutherford and Ascension Saint Thomas Hospital West: 615-222-6638 or 800-242-7416
  • Ascension Saint Thomas Hospital Midtown: 615-284-5340 or 800-489-5604
  • Ascension Saint Thomas Hickman: 877-664-4076
  • Ascension Saint Thomas River Park: 800-725-8420
  • Ascension Saint Thomas Highlands: 931-738-4138
  • Ascension Saint Thomas DeKalb and Ascension Saint Thomas Stones River: 615-215-5338

Billing Frequently Asked Questions

When will I get my bill?
If you are filing with an insurance provider, you can expect a bill once we receive payment from your insurance company. If you are paying the bill yourself, you should receive a bill within 10 days after you receive service.

How will I know if my insurance company has paid my bill?
Your insurance company will send you an explanation of benefits (EOB) after your claim has been processed. The explanation of benefits lists the amount the hospital billed the insurance company, the amount the insurance company paid and the amount you owe. If your claim is denied, the explanation of benefits will explain the reason for denial.

Please be aware there may be actions you must take with your insurance company in order for the insurance company to pay your bill. If there is a balance due from you after the insurance company has paid its portion, we will send you a statement. This statement indicates the amount that has been paid by your insurance and any remaining balance you are required to pay.

I keep getting bills from you. Why don’t you bill my insurance company? 
Our billing department will send you letters or statements after the date of service regarding any outstanding balances. Please read them carefully, as they contain important information regarding the status of your account. If you are covered under an insurance policy or another party is responsible for your bill, yet you receive a letter stating you are responsible for the bill, please contact a customer service representative.

Please be prepared to provide your account number – which is located at the top of the letter – and your insurance information. Your customer service representative will guide you through the next steps based on the information you provide.

Why are there bills from various doctors?
Hospital charges and doctor services are billed separately. There may have been care team members that you did not see directly (i.e. radiologists, anesthesiologists, pathologists, etc.). These physicians bill separately for their professional services.

Will you bill my primary and secondary insurance?
As a service to you, we will bill your primary and secondary insurance providers as long as we have your insurance information on file. After your primary insurance provider has paid its amount, your secondary insurance will be billed.

In order to provide you reliable billing services, it is important that you notify us of changes in your insurance coverage in a timely manner. If your insurance information or any changes are not supplied within the time frame allowing the facility to bill a claim on your behalf, the balance may become your liability.

Do I need to let my insurance company know that I am in the hospital?
This depends on the services you will receive and your particular insurance policy and benefits. It is generally a good idea to review your insurance policy and benefits before receiving medical services.

In some cases, you may not need to notify your insurance company. However, for many other services—such as an inpatient admission, ambulatory surgery or any invasive diagnostic test or procedure—your insurance company may require you to notify them in advance. Lack of such notification could result in reduced benefits.

Why did my insurance deny the claim?
The most common reasons for denial of a claim:

  • The service you received was outside your plan's network
  • The service you received was not covered under your plan
  • You were not covered by your plan at the time of service
  • You did not provide the correct insurance information at the time of service

We recommend you contact your insurance provider to determine specifically why your claim was denied.

I have been contacted by a collection agency. Why was this done and what should I do?
As part of our normal billing process, we make several attempts to contact you to let you know what portion of your bill you are personally responsible for. We determine the amount you are responsible for after we have received payment or denial of payment from your insurance company. You may receive notice from a collection agency if, after repeated attempts to contact you, we have not heard from you.

Please contact the collection agency directly for more information. If you have further questions about your balance or account which they are unable to answer, please contact our customer service department.

Do you offer payment plans if I cannot pay in full?
Yes, we are happy to offer payment plans with no interest charged. To set up a payment plan, please contact our customer service department and they will be happy to help you.

Even if you make payments on your account but have not called us to set up a payment plan, your account will not remain in good standing. You must contact us to set up a payment plan if you need to make monthly payments.

I cannot pay my bill. Do you offer financial assistance?
Ascension Saint Thomas is committed to caring for all people regardless of their ability to pay, with special attention to those who are low-income. We offer financial assistance and counseling to address any financial concerns patients or families may have regarding their care.