About your appointment

    Preparing for your visit

    What to bring 

    To help us provide the best care possible, please bring the following to your appointment:

    • Photo ID and insurance card, including the name, phone number and address of your insurance provider.
    • Illinois Department of Healthcare and Family Services (IDHFS) card, if applicable.
    • List of medications, including prescription and over-the-counter drugs, with dosage and frequency.
    • Referral paperwork, if your plan requires it.
    • Copay or payment due at the time of service.
    • Medical records, including immunization history, X-rays and lab results, if available.
    • Other documents, such as workers’ compensation information, DCFS paperwork or power of attorney forms, if applicable.

    We recommend arriving at least 15 minutes early for your appointment to allow time to confirm your information. New patients will be asked to verify their name, address, phone number, date of birth, Social Security number, employment details and insurance coverage.

    Know your plan

    Health insurance can be complex. To avoid delays or extra costs, please be familiar with your plan's requirements, including:

    • The name of your primary care doctor
    • The hospital, lab and X-ray facility approved by your insurance
    • Your required copay amount
    • Whether you need a referral for your visit

    Let us know at check-in if your plan requires you to use a specific facility for labs or imaging.

    Appointment reminders

    You’ll receive an automated call or text two days before your appointment to help you stay on track.

    Need to cancel?

    If you need to reschedule or cancel, please call us at least 24 hours in advance at 217-545-8000 or 800-342-5748.

    Ways to pay your bill

    At SIU Medicine, we offer several simple and secure ways to pay for your care.

    MobilePay: Pay by text
    If you have a mobile number on file, you may receive your billing statement by text from 89-523. Just click the secure link to view your statement or make a payment.

    With MobilePay, you can:

    • Pay in full or make a partial payment
    • View your full statement by entering a few details
    • Contact our billing team directly through the link for help

    You don’t need to log in, download an app or use the patient portal to pay.

    You may opt out of MobilePay at any time by replying “stop” to the message. Please note: This will stop all future texts from SIU Medicine, including appointment reminders.

    Not receiving texts? Call 217-545-8000 and select option 3 for patient billing.

    Pay online
    You can pay your SIU Medicine bill online through our secure portal. At this time, two separate links are available depending on where you received care:

    We're working to streamline this process into a single login.

    Pay by phone
    Call 217-545-8000 and press 3 to speak with our billing team.

    Pay by mail
    Send payments or questions to:

    Patient Business Services
    SIU Medicine
    PO Box 20907
    Springfield, IL 62708-0907

    Payment expectations

    • We collect your insurance co-payment at the time of service.
    • If your insurance leaves a remaining balance, you’ll receive a bill by mail.
    • If you are uninsured, we ask for a minimum payment on the day of your visit.

    If you’re concerned about cost, financial assistance may be available for those who qualify. 

    See also: SIU Medicine's Patient Billing and Collection Policy 

    Understanding your insurance coverage

    At SIU Medicine, our team works hard to get the necessary insurance approvals for your care. However, even if a service is authorized based on medical need, this doesn’t guarantee your insurance will cover the cost. Coverage depends on your specific plan and insurance provider.

    Before your visit, we recommend checking your plan to see if it includes:

    • Office visits
    • Procedures
    • Medications provided or administered at your appointment

    You can do this by reviewing your insurance policy or calling your insurance company directly. This step helps you better understand what’s covered and what out-of-pocket costs to expect.

    Need help navigating your benefits?

    We know insurance and billing can feel overwhelming. That’s why we’ve created a billing and insurance FAQ with answers to common questions—like what prior authorization means, what your responsibilities are and how to apply for financial assistance.

    Who to contact

    We’re here to support you every step of the way:

    • For appointment questions, call your SIU Medicine office at 217-545-8000, option 2
    • For billing help, call 217-545-8000, option 3
    • For coverage and benefits, contact your insurance carrier directly
    • For state insurance resources, visit the Illinois Department of Insurance
    • For financial assistance, visit siumed.org/financial-assistance

    We appreciate your trust in SIU Medicine. Our goal is to provide care that’s accessible, transparent and centered around you.

    Frequently asked questions about insurance and billing

    You or the person who helps pay your medical bills (called the guarantor) must:

    • Make sure your doctor is in-network with your insurance
    • Give SIU Medicine your most current insurance information
    • Call your insurance company to check if the services are covered

    Insurance rules can be confusing. Asking questions early helps avoid surprise costs.

    SIU Medicine checks that the care is medically needed. But even if it’s approved, your insurance may still not pay. That decision is up to your insurance company.

    Yes. If your insurance wants you to use a certain lab or if you have a lab you prefer, tell the clinic staff before your lab orders are sent. This helps make sure your tests go to the right place and can help you avoid extra costs. If you don’t say anything, your tests may go to a default lab that might not be covered by your insurance.

    A prior authorization is when your insurance says yes to a test or treatment before it happens. Your doctor asks for this. But even if it’s approved, it doesn’t always mean your plan will pay for it. You should still call your insurance to check.

    This is when your insurance reviews your doctor’s request and decides if the care is needed. It doesn’t promise they will pay. You still need to ask your insurance what they will cover.

    This means a test, medicine or treatment that your doctor says is needed to help you feel better or stay healthy.

    A benefit check means finding out what your insurance plan covers. You are responsible for doing this. SIU Medicine does not check your benefits for you.

    A guarantor is the person who is responsible for paying your medical bills. This could be you, a parent or someone else.

    A payer is the group or program that pays the medical bill. It can be your insurance company, your work’s benefit plan or a government program like Medicaid or Medicare.

    A third-party payer is another way to say insurance company, health plan or government program that helps pay for your care.

    It’s a letter from your insurance that explains what they paid and what you may still owe.

    It’s a bill that shows what you owe after your visit. It can be sent by mail, email or text.

    If you owe money, SIU Medicine will send a text when it’s due unless you asked not to get texts. If you don’t pay by phone, they’ll also mail you a bill.

    It means you have insurance but still can’t afford to pay your medical bills. You're not alone. Many people need help with health care costs.

    It means you do not have any health insurance.

    If you don’t have insurance, you can get a discount on some bills from SIU Medicine. This does not include bills from SIU Center for Family Medicine or SIU Dental.

    Go to the SIU Medicine Billing and Insurance page. Look for a section called “Minimum Payment Expectations.” There is a link to apply for financial help. If you need support during the process, we’re here to help.

    If you turn in all the needed papers, SIU Medicine will let you know within 30 days by letter or email.

    You can pay:

    • Online
    • By phone
    • By mail 

    Through your phone with mobile pay Visit the SIU Medicine Billing and Insurance page to learn more.

    Call your insurance company to ask why. You may be able to appeal the decision. Your job’s HR department might also help. If this feels overwhelming, ask someone you trust to help make the call.