• HEPA is committed to patient care.

    The following is helpful patient resources. If you don’t find what you need, feel free to call us.

About your bill:

This bill is for services rendered by the Emergency Physician. The Emergency Physician is a doctor specializing in the diagnosis and treatment of acute illnesses and injuries. The hospital has requested the services of an Emergency Physician in supervising the care you receive in the Emergency Department.

The Emergency Physician is responsible for the diagnosis, treatment, referral and/or discharge of all patients receiving care in the Emergency Department. If you receive an additional bill from the Hospital, it will be for use of the Hospital’s supplies, equipment and technical personnel, and will not include the Emergency Physician’s fee.

Provided below is a list of Frequently Asked Questions. For answers to your specific billing questions, please contact our Business Office.

How can I contact your office?

You can call our office Monday through Friday 8:00 am to 4:00 pm at 1-808-261-3326 or toll free 1-800-272-5204 and select option 1 for customer service. You can also write to us at the address on your invoice, use the contact form on this page, or email us at billing@hepa.net.

How can I pay my bill?

There are several ways to pay your bill. You may pay by credit/debit card online or you may contact us at 808-261-3326 or toll free 800-272-5204 and select option 1 for customer service. We accept Visa, MasterCard, American Express, and Discover credit cards. Our office hours are Monday – Friday 8:00 am to 4:00 pm (HST). You may also mail your payment to us at HEPA, PO Box 1266, Kailua, HI 96734. Please be sure to include your account number on your check or money order.

How do I contact the doctor who treated me?

Since our physicians staff the Emergency Department, they do not have office hours. You can send any correspondence to the billing office and our staff will forward your concerns to the attending physician. Please mail your correspondence to the address listed on your invoice or email us. You may also use the question form on this page.

Can I get a copy of my chart?

We do not have your official medical records in our office. You can contact the Medical Records Department at the facility you were treated in for a copy of the complete medical record.

Clarification of the diagnosis?

Due to patient confidentiality we cannot discuss diagnosis issues on the phone. You can email us or fax your question or mail your questions to the address on your invoice. We will forward your concerns to the attending physician for clarification.

What if I am due a refund?

Credit balance accounts are reviewed to determine if there is a refund due to the patient or insurance carrier. Refunds take 6 to 8 weeks from the time of the credit balance review for processing. If you think that you are due a refund you can call our office. You may also use the question form on this page.

Have you received payment from my insurance carrier?

We have found it can take up to two weeks for insurance companies to issue and mail insurance payments after they have sent the patient an explanation of benefits. We will gladly put a 30 day hold on your account once you contact us that payment has been sent. After 30 days your billing cycle will resume if no payment has been received.

I applied for Charity Care. Why am I receiving this bill?

Charity Care applies to the hospital charges only. Physician services are not reimbursed under Charity Care. We can submit to your health insurance. If you are not covered by insurance we would be happy to set you up on an interest free payment plan.

How can I submit a claim to my insurance company?

If you would like us to submit the health insurance claim on your behalf, you can either fill out the back of your invoice and send us the form with a copy of the front and back of your insurance card, fax it to us at 808-261-3092, or email it to billing@hepa.net and we will file a claim for you.

Can you submit to my secondary insurance?

If you would like us to submit the health insurance claim on your behalf, you can either fill out the back of your invoice and send us the form with a copy of the front and back of your insurance card, fax it to us at 808-261-3092, or email to billing@hepa.net and we will file a claim for you.

My visit is related to an automobile accident. How can I submit a claim?

We are required to file medical bills resulting from automobile related injuries to the no-fault insurance of the vehicle involved. Please provide the name of the insurance company, claims address, adjuster’s name, phone number, claim number, and the date of injury. Please contact your auto carrier to initiate a claim. Your automobile insurance carrier will reject your medical bills without a claim number. You can then contact us. Be sure to include you automobile insurance claim number. Once your auto insurance carrier has processed the claim it then can be submitted to your health insurance carrier for processing.

What if I was injured at work?

We are required to file medical bills resulting from work related injuries to the worker’s compensation insurance. Please provide the name of the worker’s compensation insurance company, claims address, adjuster’s name, phone number, the claim number, and the date of injury. In additions please provide the complete name and address of your employer or Human Resources Department along with the name and phone number of a contact person.

How can I contact the hospital where I was treated?

Here is a list of our hospitals with contact information.

HOSPITAL DIRECTORY

Do you have my insurance from the hosptial?

The hospital provides us with the insurance information you provided at the time of service. If anything about your insurance was updated after that time, we do not have that information and need to receive it directly from you.