Understanding Your Bill

At Family Emergency Room, we recognize that emergency medical expenses are never expected and healthcare benefit plans can be extremely difficult to understand and navigate.

Frequently Asked Questions


Which insurance companies does Family Emergency Room accept?

We accept all major private insurances, such as BlueCross/BlueShield, Aetna, Humana and others. If you do not have insurance, you will not be turned away. We have a financial assistance program to make sure your care is affordable.

What is the billing process after you visit Family Emergency Room?

At the time of your visit, you may be required to pay your emergency room copay. Afterwards, the billing process is very similar to a traditional hospital emergency room. You will receive a bill from the facility and a bill from the physician that treated you. The state of Texas requires us to bill separately, which we understand can be very confusing. You will only receive a bill(s) from us after we bill your insurance. Your balance with Family ER is based off your remaining deductible and any cost-sharing as determined by your insurance policy.

I received an Explanation of Benefits (EOB), is that my bill?

An Explanation of Benefits is not a bill. It is a statement provided by your insurance company, which lists the services you received during your visit.  The detail of charges also explains what is covered under your healthcare plan. The balance on the EOB is the amount you may owe.  After which you will receive an actual bill from our billing company, Emergent Care Billing Company (ECB) within one to thirty days from your visit. Do not get overly concerned, the remaining balance does not account for any adjustments or aid that we apply to your account. Call our Patient Advocacy team at (512) 817-7707, we can walk you thru the process and explain your payment options.

How do I pay my bill?

Once you have received your statement(s) from Family ER (via ECB), you can mail your payment to:

Family Emergency Room – Attn: Billing Department
3620 E. Whitestone Blvd.
Cedar Park, TX 78613

OR contact our billing department at (512) 260-2732 to pay by credit card. 

What if I cannot pay my remaining balance? Is there financial assistance?

At Family ER, we want you to focus on your recovery and not the financial responsibility. If you need assistance with your bill, please contact our Patient Advocacy Team at (512) 817-7077 for support. They will work with you to create a payment plan that best fits your situation.

What do all of these insurance terms mean?

Healthcare terms are like a whole foreign language of its own.

Copay is a charge set by your health insurance plan for specific services. Your copay is due at the time of service and varies for different services. For example, a visit to your primary care doctor will be different than a visit to the emergency room or a specialist. Your copay amount is typically based upon your specific insurance plan.

Coinsurance is the amount you are responsible for after you have paid your copay and met your annual deductible. Coinsurance is typically done with a percentage of covered costs. After the deductible is met, your insurance will pay a percentage of the balance. Example; if your insurance pays 80% of the covered services, you are responsible for 20% of those charges.

Cost-sharing is the general term for any charges the patient is responsible for under the terms of their healthcare plan. This includes copayments, coinsurance and deductibles. Most healthcare plans include a maximum cost-sharing that sets an annual maximum out-of-pocket limit to the financial responsibility of the patient.  See your specific health plan for details.

Deductible is a set dollar amount that your insurance company requires you to pay out-of-pocket (yearly) before your insurance provides payment of claims. The amount of your deductible is based on your specific health plan.  Not all plans have a deductible.

Patient Advocacy Icon

PATIENT ADVOCACY LINE
(512) 817-7707

Our Patient Advocacy Line team members are dedicated to making you feel comfortable raising questions and/or concerns about your recent visit, your insurance copay/deductible and your balance due.

If you need financial assistance or help navigating your insurance claim, please contact one of our team members at our
Patient Advocacy Team at (512) 817-7707.

Emergent Care Billing Company
(512) 308-3969

Family Emergency Room is partnered with Emergent Care Billing Company (ECB). The billing process should be as easy as possible to understand. If you have any questions regarding your statement, please do not hesitate to contact ECB or our Patient Advocacy team for support.

If you are submitting payment through Family Emergency Room, call us at (512) 260-2732 or payments by check can be mailed to:
Attn: Billing Department
Family Emergency Room
3620 E. Whitestone Blvd.
Cedar Park, TX 78613

Senate Bill 425 and House Bill 3276


NOTICE OF FEES - Family Emergency Rooms, LLC in compliance with Senate Bill 425, effective January 1, 2016, and modified by House Bill 3276, effective September 1, 2017, please notice the following:

(1) Family Emergency Room is a freestanding medical care facility;

(2) Our rates are comparable to a hospital emergency room and we may charge a facility fee;

(3) Our physicians may or may not be a participating provider in your health plan provider network; you may need to check with your healthcare benefit provider;

(4) Our facility is not a participating provider in any health benefit plan provider network. However, by state law your health insurance company is required to process your emergency visit at in network benefit levels;

(5) Your physician providing medical care today may bill separately from the facility for the medical care provided to you.