Frequently Asked Questions

Medical Records

Q: Who should I contact about getting copies of my medical records?
A: Please contact our Medical Records Department at (660) 262-7395.

Patient Portal

Q: I have questions or difficulty with logging into my Cerner Patient Portal Account. Who should I contact?
A: Please contact Cerner Support, available to assist you at (877) 621-8014.

Q: How long before my results are on the Patient Portal?
A: Your Lab and Radiology results will be viewable in your Portal as soon as final results are added to your medical record.

Q: Why types of patient information will I see in the Patient Portal?
A: Not all reports or test results are viewable in the Patient Portal. Lab tests that have been drawn but sent to an outside lab for results will not be in your portal. Certain radiology tests will also not be in the portal if they are sent out to an outside physician or group to be read (ex: echocardiograms, nuclear med studies and other various specialty studies.) You will have to come to Medical Records with an ID or visit your Primary Care Provider to get these results.


Q: What do I need to bring with me to register for my appointment?
A: Please bring valid driver’s license, insurance card(s) and your co-pay/deposit for the service with you.

Q: What are the hours for each entrance to the hospital?
A: Our emergency entrance is open 24/7. Both the Outpatient Entrance and the Main Entrance are open 6:00 am – 9:00 pm.

Q: Who staffs the entrances?
A: We have a wonderful group of volunteers who graciously work each entrance to help patients and visitors find what they need.

Patient Accounts

Q: Why has it taken so long to get my bill?
A: The insurance companies have up to 5 years to pay us. There could have been a denial on your claim, causing a delay.

Q: Can I make a payment arrangement?
A: Yes. Please call Patient Accounts at (660) 262-7350 to set this up with a Financial Counselor.

Q: Do you offer Financial Assistance?
A: Yes we do. Please call Patient Accounts at (660) 262-7350 to speak to a Financial Counselor.

Q: Can I pay my bill over the phone?
A: Yes. Please call Patient Accounts at (660) 262-7350 to make a payment.

Q: Why did I receive a bill?
A: You may receive a bill for a variety of reasons.
You may not have health insurance or we may not have your current insurance information on file.
The service you received may not be covered by your insurance.
You may have a copayment, coinsurance or deductible that you did not pay at your visit.
You may not have obtained a required referral from your doctor.
You may have received care outside of your provider network.
You may have claimed all your insurance benefits for a particular visit or calendar year. (Some health insurance companies limit coverage.)

Q: Who do I call if I have a question about my bill?
A: Our Patient Accounts Representatives are happy to help you with your bill by phone Monday – Thursday 8:00 am – 5:00 pm; Friday 8:00 am – 4:30 pm at (660) 262-7350.

Q: Who do I contact about patient billing?

For Hospitalists:

For Radiologists:
United Imaging Consultants

You can contact the Patient Accounts Messaging Center at (660) 262-7417 or for additional billing concerns.

Q: Who do I contact if I believe my bill has been inaccurately processed by my insurance company or feel as though my billing issue has gone unresolved?
A: Patients are encouraged to contact the Patient Accounts Messaging Center at (660) 262-7417 or Patient Account Representatives will return calls within 48 business hours. Patients are still encouraged to call our standard Patient Account Customer Service line if they have questions about their bill, payment options, payment plans or insurance at (660) 262-7350.

Provider Based Clinic Billing

Q: What does provider-based or hospital-based outpatient mean?
A: Provider-based or hospital-based outpatient refers to the billing process for services rendered in a hospital outpatient clinic or location. Hospital-based outpatient clinics are subject to stricter government rules, making them more complex and more costly to operate. When you see a non-rural health specialty physician or receive services in a hospital-based outpatient clinic, you are being treated within the hospital rather than the physician’s office.

Q: How does this affect my bill?
A: Under this model, you may potentially receive two (2) bills. One bill represents the facility or hospital charge and one bill represents the professional or physician fee. These two charges are intended to equal the one charge that would be incurred at a non-provider-based clinic for an office visit.

Q: Why does Western Missouri Medical Center do provider-based billing?
A: Since Western Missouri Medical Center employs physicians, following the same type of billing process for outpatient care rendered at our hospital ensures more appropriate payment for services provided by hospital staff and physicians and distinguishes facilities that function as departments of hospitals from those which are freestanding.

Additional Provider-Based Clinic Billing FAQs

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