U.S. Army Medical Department, Regional Health Command Europe, Uniform Business Office
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FAQ

Payment Questions


Q: Why did the charges for my prescriptions go up?

DoD has periodic price changes on prescription drugs. Although some pharmaceuticals you currently receive may be priced higher, the majority of the prescription drugs will be available at the same or a lower price with this update. TRICARE Management Activity’s (TMA’s) pricing methodology sets charges for pharmaceuticals at the same level TRICARE would reimburse similar drugs under its retail pharmacy program. The rates remain in keeping with regulatory requirements that the DoD MHS bill a reasonable charge for pharmaceuticals. Read about pharmacy charges and to download the Pharmacy Pricing Estimator Tool.

Q: How long do I have to pay my bill?

Your bill is due within 30 days from the date of billing.

Q: How can I pay my bill?

You can pay your bill(s) by check, money order, credit card, debit card, or Automated Clearing House (ACH) payment. Please make your check or money order payable to "Health Command Europe" and mail it to:

RHCE UBO
CMR 402
APO AE 09180

You can make credit or debit card payments by phone or online (see below).

Q: Can I pay my bill online?

Yes. You can pay online using credit card, debit card, or Automated Clearing House (ACH) payment from a checking or savings account. We have partnered with the Department of Treasury to utilize their secure web-based electronic payment system (PAY.GOV) to accept online payments. To make on online payment, click on the PAY.GOV logo located at the top of this page.

Q: What if I have questions about my account?

If you have questions regarding your account, please e-mail or call us (see "Contact Us" for phone numbers and business hours).

Q: Am I required to pay any charges my insurer didn't pay?

Yes, if you are a MSA patient. No, if you are you a TPC patient.

Q: How do I tell exactly what I owe on my bill?

Please refer to the "Invoices & Receipts" portion of your bill. The bottom line shows the current balance owed. See an example of an I&R and how to read it.

Q: Can I write one check for all of my payments, or do I have to send separate checks for each account?

You may send one check or money order; you do not have to send separate payments for each account. We do ask that you write the account numbers on the check, or if there is not enough room, attach a small note listing the account numbers that you are paying. If it does not clearly state which accounts you want applied, we will post the payment to the oldest outstanding accounts.

Q: What are the required elements that should be on my check?

Make sure to use only black or blue ink, banks will reject checks written in any other color. Confirm that the written words match exactly to the numbers in the box. In the memo portion of the check, write all of the applicable account number (DO NOT use the Control No) or include a list of accounts in your envelope. Double check to ensure that your check is signed.

Billing Questions



Q: How are you billed?

As a non-DoD Beneficiary receiving care in a Military Treatment Facility (MTF), you are responsible for the entire balance of your medical bill. As a courtesy we can file your claim with your insurance carrier under our Pay Patient Direct Billing Program (PPDBP). Under the provisions of the PPDBP, we collect your insurance information, file a claim on your behalf, and bill your sponsor for any unpaid balances.

Your insurance company may, for overseas Federal Employees Health Benefit (FEHB) program patients, pay your claim as if the MTF is a participating provider. This is a benefit to you since participating providers (in-network) are reimbursed at a higher rate than non-participating providers (out-of-network). Although benefits may be paid at the participating provider rate, please understand that an MTF IS NOT a participating provider is not subject to having its billed amount reduced by the payer and, therefore, cannot settle for the amount deemed reasonable by your insurer.

Your Explanation of Benefits (EOB) may state that you are not responsible for the “un-allowed” amount; however, when seeking care in an MTF, please understand that even the “un-allowable” amount is your financial responsibility. You will be billed the entire unpaid balance; which includes co-pays and deductibles by RHCE UBO.

If you’d like for RHCE to file claims on your behalf, download the DD Form 2569 Record of Other Health Insurance.

Q: What is the RHCE UBO billing process?

Read about the billing process in full.

Q: How can I ensure that my accounts are in good standing?

Tips on maintaining a healthy financial status with UBO.

Q: Why did I get a bill for the following: Occupational Health charge, Deployment Related Physical, School or School Physical, or Military mandated Physical (Reservists)?

Our billing system automatically generates bills for pay patients based on your Patient Category and cannot determine what services are non-chargeable because of an "exception to policy". If you have a visit related to occupational health, or a physical that you feel should not be charged, please contact our office 3-14 days after your visit so we may review the information and exclude the charge if the visit meets the necessary requirements. Calling before the 14th day will avoid a bill being mailed to you or your insurance company. Please keep in mind that "physicals" are for reporting and are diagnostic in nature; if a problem is discovered for which you must receive treatment (including prescriptions), you may be charged. Full list of Potential Non-Chargeable Visits.

Q: Why am I just now receiving a bill for charges in 2005 thru 2009?

Read all about it.

Q: Why are there different charge amounts for office visits?

Evaluation and Management (E/M) codes are the codes used to represent the level of one-on-one interaction you have with your provider. Each code has its own rate, so you may see different prices for your office visits.

Q: Why do I have multiple accounts?

A separate account number is generated for each service that has taken place on a different day for each facility.

Q: Why am I getting a letter saying I have not paid my bills?

This letter is to inform you of an outstanding debt you have with the Europe Regional Medical Command. The letter is sent approximately 60 days after an invoice has been sent requesting payment. In addition a 2nd follow-up is sent approximately 45 days after the 1st. Considering that it takes approximately 4-6 weeks to process your payment, your payment and this follow-up letter may cross in the mail.

Insurance Questions


Q: Was my bill submitted to my insurance company?

If your insurance information is on file with our office, ERMC UBO will automatically file claims to your primary insurer for medical services dated after your insurance information has been added to our database. ERMC UBO does not file secondary policies or specialized plans. If we do not have your insurance information on file, or if it has expired, and you would like to enroll/re-enroll in Direct Pay Patient Billing Program (DPPBP), access the DD Form 2569. You may also contact our office to ensure that we have your correct insurance information on file.

Q: I received an Explanation of Benefits (EOB) from my insurance company. Can I go ahead and send you a check for my portion of the charge?

We ask that you wait until you receive an invoice from our office before mailing your payment. This ensures that the payment has already been posted from your insurance company and allows your payment to be posted correctly. If you have not received an invoice from us 30 days after receiving an EOB, please contact us.

Q: I received an Explanation of Benefits (EOB) from my insurance company a few weeks ago. Why don’t you show that the insurance has paid yet and how long will it take my personal check to be posted to my account?

Please allow 4-6 weeks from the time the payment has been received in our office for the payment to be applied to your account. Don’t forget to allow time for the EOB to reach us via mail.

Q: I have secondary insurance on file with you. What do I do?

RHCE can no longer file claims to secondary insurers or to specialized plans such as Pharmacy, Dental or Vision.
Details concerning secondary and specialized insurance plans.

Q: I submitted my insurance information at the clinic, why am I receiving an invoice from the billing office?

RHCE UBO will forward you an invoice that reflects no payment from your insurance company for one of two reasons:

1) A claim was filed and all your charges were either applied toward your annual deductible or co-pays or your claim was denied. You should have received a copy of your Explanation of Benefits (EOB) from your insurance company prior to receiving an invoice from us. Please refer to your EOB for specific details as to why no payment was made by your insurer.

2) The insurance information you submitted is not in our system or is incomplete. Although, you may have completed a DD Form 2569 at your clinic; certain restraints may have prevented them from entering the information or it may have been missing some vital information. If the invoice you receive is dated (in the upper right corner) within 2 months of your date of service, the chances that a claim has not been filed with your insurer is great and you should contact us as soon as possible to ensure we have your correct information.

Q: Will RHCE UBO file claims for previous services provided to my family?

Because of the time it takes for insurance companies to pay claims filed from overseas locations, and the length of time between ERMC UBO’s claim filing and follow-up schedules, we have to strictly adhere to the following schedule for filing claims for newly obtained insurance information:

If your insurance information is received...

1) ...by June 30th, RHCE UBO will file a claim for your previous year’s services and will be responsible for all follow-up;

2) ...between July 1st and September 30th, ERMC UBO will file a claim for your previous year’s services, but YOU WILL BE RESPONSIBLE for all follow-up. You will also be financially responsible to pay for benefits denied to due to late filing as defined by your insurance company.

3) ...on October 1st and after, ERMC UBO will not file a claim for your previous year’s services; you will be responsible for self-filing. Please contact us for a copy of your invoices if you no longer have the one(s) that were previously mailed to you.

Pharmacy Questions


Q: Why did the charges for my prescriptions go up?

DoD has periodic price increases on prescription drugs. Although some pharmaceuticals you currently receive may be priced higher, the majority of the prescription drugs will be available at the same (50%) or a lower price (28%) with this update. TRICARE Management Activity's (TMA's) pricing methodology sets charges for pharmaceuticals at the same level TRICARE would reimburse similar drugs under its retail pharmacy program. The rates remain in keeping with regulatory requirements that the DoD MHS bill a reasonable charge for pharmaceuticals. Read about pharmacy charges and to download the latest Pharmacy Pricing Estimator Tool (PPET).