Carolinas HealthCare System

Frequently Asked Questions

What is pre-registration?

Pre-registration is the process of submitting your demographic and insurance information prior to the day you will receive medical care. Being pre-registered saves time and allows you to move quickly to the treatment area. When you pre-register a record of your scheduled service is created and ensures accurate processing of your healthcare claim. Upon arrival at the registration area on the day of your service, you will be asked to verify the information you submitted and sign a consent for treatment.

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 When should I pre-register?

Patients can pre-register after surgery, a test or procedure has been scheduled. Online pre-registration may occur up to two days before your scheduled appointment date. If a patient is unable to meet this timeframe, pre-registration can be completed by telephone up to one day before the procedure. To pre-register by phone, please call 704-512-2000. The Pre-Service Department is open 8:30 a.m. - 8:30 p.m. Monday - Thursday and 8:30 a.m. to 6:30 p.m. Friday.

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How will I know the hospital received my online pre-registration form?

You will receive a confirmation email once you submit your online registration form. If you do not receive an email message, please call 704-512-2000. 

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What time should I arrive at the hospital for my test?

Your physician or pre-op nurse should provide you with the appropriate arrival time for your procedure(s). If you do not know your arrival time, please contact your physician's office. 

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Am I permitted to eat or drink before my admission? Can I take my medications?

Contact your physician's office for instructions about eating, drinking, or taking medications prior to your arrival at the hospital.

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Where should I park?

Due to the size of our main facility, a campus map has been provided for patients receiving services at Carolinas Medical Center. Parking areas at other facilities are well marked upon arrival. Click on your facility below for more information.

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Should I bring my insurance card(s) with me?

Yes. The information on your insurance card(s) is needed to verify data for filing a claim. Carolinas HealthCare System has several ways to assist patients who do not have insurance or cannot pay their deductible or co-payment at the time of service. We offer a healthcare credit card through a business partner, which allows you to make monthly payments on your balance. Financial counselors are also on staff and can assist you in applying for Medicaid, or provide you with advice on how to proceed. You may also receive a review of your financial status to see if you qualify for the Carolinas HealthCare System Charity Assistance Program. All of these options can be assessed at the time of pre-registration or when you arrive for your appointment.

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How do I know if my insurance will cover my visit and services?

Once you have pre-registered, your insurance benefits will be verified by the Pre-Service Department. In the event that coverage is not available, a registrar will contact you. If you are unable to pre-register prior to your procedure or admission, you should contact your insurance company to confirm that they will be covering your procedure or admission.

We file insurance claims to most insurance companies as a courtesy service. We must have complete and accurate information in order to do so. Although we submit insurance claims for payment, unfortunately it is not a guarantee of payment from your insurance carrier.

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Do I need to contact my insurance company for pre-authorization or pre-certification?

For all inpatient stays, a registrar in the Pre-Service Department will call your insurance company to obtain a non-clinical authorization. Outpatient procedures and testing usually require clinical information from your physician to be authorized or certified. A registrar from the Pre-Service Department will call your insurance company to see if the physician has provided the necessary clinical information. In the event your physician has not contacted your insurance company, a registrar will notify the physician's office to contact the insurance company.

If you are unable to pre-register prior to your procedure or admission you should contact your insurance company. Please confirm your pre-authorization requirement and check if it has been completed by your physician's office. Many insurance companies require prior authorization or recertification for medical services.

We make every attempt on your behalf to provide information requested by your insurance company which will allow them to make a coverage determination. Although we provide this information for coverage determination, we cannot guarantee approval from your insurance carrier.

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When should I pay my deductible and/or co-pay amounts?

If there is a deductible or co-pay amount due for your visit a registrar from the Pre-Service Department will contact you informing you of the amount. You may pay the amount at the time of the call by either charge card or telecheck. If you do not pay your deductible or co-pay prior to your visit you will be asked to make this payment when you arrive for your procedure.

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What if I cannot pay the amount due or what if I do not have insurance?

Carolinas HealthCare System has several ways to assist patients who do not have insurance or cannot pay their deductible or co-payment at the time of service. We offer a healthcare credit card through a business partner, which allows you to make monthly payments on your balance. Financial counselors are also on staff and can assist you in applying for Medicaid, or provide you with advice on how to proceed. You may also receive a review of your financial status to see if you qualify for the Carolinas HealthCare System Charity Assistance Program. All of these options can be assessed at the time of pre-registration or when you arrive for your appointment.

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