How Does Billing Work?

Many health plans cover a large portion of rehabilitation therapy services. Our Patient Financial Services staff help verify coverage and make sure patients know what services are covered by insurance, as well as what they may be financially responsible for as a REHAB patient.

What to Bring?

To help verify coverage and prepare a REHAB account in advance, patients should bring:

  1. Insurance card
  2. Identification card (or similar government-issued proof of identification)

Accepted Health Plans

Below is a list of contracted insurance and managed-care health plans that REHAB works with. If a particular insurance carrier is not listed, please contact our Patient Financial Services for more information.

  • Blue Cross/Blue Shield
  • Hawaii Electricians
  • HMAA (Hawaii Management Alliance Association)
  • HMSA (PPO, HMO and FEDERAL Plans)
  • HMA Inc.
  • Medicare
  • MDX Hawaii
  • No Fault carriers
  • Pacific Administrators/Hawaii Laborers
  • TriWest (Champus)
  • UHA (University Health Alliance)
  • Veteran’s Affair (VA)
  • Workers’ Compensation Carriers
  • Managed Care Medicare (Medicare Advantage Plans)
    • AARP UHC Medicare Complete
    • Alohacare Advantage
    • UHC Medicare Community Plan
    • HMSA Akamai Advantage
    • HUMANA
    • OHANA Medicare
  • Managed Care Medicaid (Quest and Integration)
    • Alohacare
    • HMSA
    • United Healthcare Community Plan
    • Ohana

Financial Assistance Program

Consistent with our mission and values, REHAB is committed to providing financial assistance to patients who need medically necessary rehabilitative healthcare services, but are unable to pay. Our Financial Assistance Program allows uninsured and underinsured patients meeting eligibility requirements to receive financial support for eligible medically necessary care.

To determine eligibility for financial assistance, an Application for Financial Assistance must be completed and submitted. We will review the information to determine if the patient qualifies for assistance under our financial assistance program or if there are other governmental programs that we may assist the patient in applying for.

To learn more, patients can obtain our Financial Assistance Policy, Application for Financial Assistance and Financial Assistance Summary free of charge either:

Online: Download documents below.

Financial Assistance Policy (English)
Translated: Chinese (Simplified), Chinese (Traditional), HawaiianIlocano, Japanese, Korean, SamoanSpanish, Tagalog and Vietnamese.

Application for Financial Assistance (English)
Translated: Chinese (Simplified), Chinese (Traditional), HawaiianIlocano, Japanese, Korean, SamoanSpanishTagalog and Vietnamese.

Financial Assistance Summary (English)
Translated: Chinese (Simplified), Chinese (Traditional), HawaiianIlocano, Japanese, Korean, SamoanSpanish, Tagalog and Vietnamese.

In person: Patient Financial Services Department located on the first floor of REHAB Hospital in Nuuanu, 226 North Kuakini Street

Over the phone: Contact Patient Financial Services at (808) 544-3340 (Monday through Friday, 8:00 AM to 4:30 PM)

Request a copy by email (please indicate whether you would like your copy emailed or mailed to you):

Please contact Patient Financial Services for more information or if assistance is needed to complete the Application for Financial Assistance.

Understanding Your Medical Bill

Similar to many hospitals across the country, REHAB Hospital of the Pacific (REHAB) utilizes what is known as a chargemaster (CDM). A CDM is a list of items billable to a hospital patient or a patient’s health insurance provider based on services rendered. Chargemasters typically include hospital services, medical procedures, equipment fees, drugs, supplies, and may also include diagnostic evaluations.

As of January 1, 2019, the Federal Government is requiring hospitals to post their chargemaster online to help members of the public better understand hospital charges.

Access the REHAB chargemaster.

To view REHAB chargemaster:

  1. Click on “Access the REHAB chargemaster”
  2. Excel file will automatically download to your computer
  3. Access file from your downloads

The Centers for Medicare and Medicaid Services also require hospitals to make available an online listing of standard hospital charges so the public (including patients, employers, clinicians, and other third parties) have the information necessary to make more informed decisions about their healthcare. REHAB has listed our standard procedures and charges, effective January 1, 2023.  

Access REHAB's standard charges.  

To view REHAB's standard charges:

  1. Click on “Access REHAB's standard charges"
  2. Excel file will automatically download to your computer
  3. Access file from your downloads

While REHAB supports transparency and creating a better understanding of healthcare costs, allowing access to our chargemaster and by providing a list of standard charges alone may cause additional confusion. Please note that actual charges for services provided will vary based on the medical need at the time services are rendered and also will vary based on an individual's covered benefits, cost sharing responsibilities, deductibles, copayments, coinsurances and benefit limits of each individual’s health insurance plan. Fees for services provided by non-employed physicians are not reflected in our CDM and standard charge list and will be billed separately by the physician. We urge you to contact us for a more accurate estimate of what you may need to pay for your care. We have created this section to address frequently asked questions and to help patients become aware of what factors may impact their billing.

Good Faith Estimate

Under the law, health care providers need to give patients who don’t have insurance or who are not using insurance an estimate of the bill for medical items and services. Click here for more information.


What will I be charged for services rendered?

The charge for services included on your bill is based on many factors that vary from hospital to hospital, including the costs of buying medications, equipment and other supplies; paying highly-trained healthcare workers; purchasing up-to-date medical technology; and operations and maintenance costs.

How much will I have to pay?

Regardless of a hospital's charges, the government determines how much the hospital is paid for a service for those enrolled in a federal and/or state program like Medicare or Medicaid, and contractual agreements determine how much a hospital is paid by those enrolled in commercial health plans, such as HMSA, HMAA and UHA.

The best way for patients to determine their out-of-pocket costs in advance of obtaining services is to contact their insurer, whether that is a commercial health insurance company, Medicare or a state Medicaid program (for non covered services).

Patients who have no insurance or government program coverage and who do not qualify for financial assistance, may qualify for a discount off the gross charges for non-covered services. The discount cannot be applied to deductibles, co-insurance, co-payments and other payments required by insurers/government programs and is not applicable to services where individuals are self-referred on a cash only basis. Please contact our Patient Financial Services (PFS) team at (808) 544-3340 to learn more about our self-pay discount program.

When is payment expected?

With the exception of co-payment amounts, REHAB expects payment within 30 days of the billing date shown on your statement.

What are my payment options?

REHAB accepts payments made by cash, check, money order, or credit card. We accept Visa, MasterCard, American Express, and Discover. Payments can be made in the following ways:

  • By Mail: Use the return envelope enclosed with your billing statement to make a payment by check or credit card.
  • In Person: Stop by our PFS Office to make a payment in person. The PFS Office is located on the ground floor of the hospital in the main lobby.
  • By Phone: Credit card payments can be made by calling PFS at (808) 544-3340.

What if I am having difficulty with payments or am unable to make payment in full?

Patients who are challenged with payments or cannot pay their bill in full should contact a Patient Financial Services representative at (808) 544-3340 to discuss available payment options.

Why are there separate bills from the doctor and the hospital for the same visit?

Your visit to REHAB may result in billing from various service providers. In addition to the hospital bill you may receive separate billings from professional providers who assisted with your care. These professionals may include, but are not limited to:

  • Attending Physician or Nurse Practitioner
  • Radiologist
  • Ambulance services
  • Anesthesiologist
  • Medical technicians

I have insurance, why am I being billed?

Depending on the insurance company and plan you have, cost sharing is based on plan benefits. It is common for patients to pay a portion which may be for a co-insurance payment, deductible or a charge not covered by your insurance provider.

If you have questions about why a portion of your claim was unpaid, please contact your insurance company directly. You may also receive a bill if your insurance company denies coverage of the service provided. If you receive a patient statement that does not show insurance payment processing, please contact PFS at (808) 544-3340 to determine the reason for delay/denial.

When is the co-payment and or deductible payment my insurance requires due?

REHAB expects co-payment/co-insurance amounts to be paid at the time of service. If you are unsure of your co-payment amount, please contact your insurance plan. If you are an inpatient, our Patient Financial Services representatives will obtain the deductible/co-insurance information prior to your admission and verify eligibility and benefits.

If my insurance company has pre-certification, prior approval or notification requirements for specific services, what is my responsibility?

The specific requirements and responsibility for completing pre-certification or notification depends on several things:

  • Contract agreements between REHAB and your insurance company,
  • The requirements as defined by your insurance or employer group plan benefits, or
  • Third Party Liability claims

REHAB will assist with these requirements if we have a contractual agreement with your insurance company. Please contact your insurance company directly regarding any questions you may have about your responsibility for completing these requirements. If these steps are not completed, you may have to pay a higher deductible or co-payment amount.

What is an Explanation of Benefits (EOB) or Explanation of Payment (EOP)?

These are documents that show a detailed listing of how your insurance company processed your claim or bill. An EOB or EOP will be mailed directly to you by your insurance company.

How should I use the CDM for “cost comparison”?

The CDM is not really a useful document for consumers who are trying to compare costs between different hospitals because the description for services could vary from hospital to hospital. Charges are often comprised of several line items that may not be from the same department so it is difficult to try to independently compare the charges for a procedure from one facility vs. another. In addition, a physician makes determinations on a specific individuals’ considerations using his or her diagnosis, health condition and relevant factors.

Need More Help Understanding Your Bill?

If you need assistance with making informed decisions regarding health care services provided by REHAB or if you have questions about billing and/or payments, please contact our Patient Financial Services team at (808) 544-3340, Monday-Friday, 8:00am – 4:30 pm HST.

Additional questions about outpatient clinic services.


Patient Financial Services
Ph: (808) 544-3340
Monday - Friday | 8:00 AM - 4:30 PM