eStatements FAQ

  1. What is eStatements?
  2. Do I have to register to use eStatements?
  3. How do I register for eStatements?
  4. Who do I call with eStatement questions?
  5. What are valid username and password formats?
  6. What should I do if my username or password doesn't work?
  7. What should I do if I forget my username?
  8. What should I do if I forget my password, or my password does not seem to be working?
  9. What forms of payment can I use online?
  10. St.Vincent and Healthcare System Internet Online Bill-Pay Refund Policy
  11. How do you protect my information from identity theft and Protected Healthcare Information (PHI)?
  12. How do you protect my payment information submitted online?



What is eStatements?

eStatements are a secure, electronic way to receive hospital statements from St.Vincent using the Internet. eStatements work together with paper hospital statements.

You can access up to three months of your hospital statements online anytime. eStatements offers an efficient, easy -to-use and fast service at no cost to you. With eStatements you can view current and past hospital statements online, pay balance online with a credit card, print, e-mail and save hospital statements, ask questions and receive answers, change address and insurance information and much more.




Do I have to register to use eStatements?

Registration is not required to make a payment to St.Vincent's Patient Accounts. You may use this online portal to indicate an amount you would like to pay through your credit or debit card. This can allow you to make an immediate payment. It will not, however, allow you to view your statement at that same time, or make changes to address or insurance information. You may access the secure discussion area to ask questions and get answers from our customer service team even without eStatement registration.




How do I register for eStatements?

  1. Visit www.stvincent.org/billing in your web browser.
  2. Make sure you have your St.Vincent paper statement in hand.
  3. Click on the "Register" link on the right-hand menu.
  4. Acknowledge that you have read and understand the Disclosure and User Agreement by clicking the "I Agree" button.
  5. Authenticate yourself by providing personal information using the following required items from your printed statement:
    1. First Name
    2. Last Name
    3. Zip Code (ex. 23456)
    4. Account Number
     
  6. Enter the security Access Code string exactly as it is shown.
  7. Click the "Next" button to securely submit your information.
  8. Create Account Information for logging on.
    1. Choose a username.
      [Click here for details regarding username]
    2. Create and confirm password.
      [Click here for details regarding password]
    3. Enter and confirm email address.
    4. Select one of our six secret questions, or create your own; and put your secret answer in the textbox.
    5. Click the "Next" button to submit your information.
  9. Print off your confirmation page for future reference.
    NOTICE: Your account is not active at this point. You will receive an email to continue registration. This step assists us in maintaining accurate and secure registrations.
  10. Account Activation
    1. Click on the link in the activation e-mail you receive to confirm your account registration.
    2. Answer the secret question to complete your St.Vincent eStatements registration.



Who do I call to get answers to eStatement questions?

You can contact us by phone at:
(317) 338-2345 (local)
(866) 338-2345 (toll free)

Hours of Operation:
Monday - Friday: 8:00 a.m. - 4:00 p.m.

You can contact us by mail at:
St.Vincent Hospital Patient Accounts
2001 West 86th Street

You can also send us a secure digital message on our Contact Us page.
[Click here to go directly to Contact Us page]

If you prefer, you may send an e-mail to billing@stvincent.org.




What are valid username and password formats?

eStatements username format

  • A minimum of 8 characters
  • No embedded spaces
  • Can contain upper and lower case letters
  • Duplicate usernames are not allowed in the system

eStatements password format

  • A minimum of 8 characters
  • Must be a combination of letters and numbers
  • Password is case sensitive
  • Cannot contain your Username



What should I do if my password and/or username don't work?

Your username and password are case-sensitive, so ensure the Caps Lock key is not activated on your keyboard.

Your username and password must be at least 8 characters in length. If you have tried to login incorrectly more than 3 times, you will be required to close your browser before you can try again.

If you are certain you are using the correct information for your username and password and cannot login, you may contact our customer service team.
[Click here for details regarding contacting customer service]




What should I do if I forget my username?

If you should forget your username you may contact our customer service team using the methods described under the question, "Who do I call to get answers to eStatement questions?"
[Click here for details regarding contacting customer service]




What should I do if I forget my password, or my password does not seem to be working?

  1. Select the "Forgot Password" link from the bottom of the Login Page.
    [Click here to go directly to Forgot Password page]
  2. Fill out the reset password form using the Name, Account Number, and Zip Code used during registration.
  3. Answer the secret question you chose during registration.
  4. Enter and confirm your New Password.
  5. Check your e-mail for the re-activation e-mail and click on the link provided.
  6. Answer the secret question you chose during registration a second time to complete password change.

For additional assistance, you may contact our customer service team.
[Click here for details regarding contacting customer service]




What forms of payment can I use online?

St.Vincent can accept credit and debit cards online from MasterCard, Visa, Discover, or American Express.




St.Vincent and Healthcare System Internet Online Bill-Pay Refund Policy

In the event a customer is owed a refund due to an overpayment or credit due, once verified by Patient Accounts, that refund will be tendered to the customer by their choice of either mailed check or credited to the original credit card account. All requests are handled in a timely manner as our goal is complete customer satisfaction. For any questions concerning a refund due or about our policy please contact Patient Accounts Customer Service.




How do you protect my information from identity theft and Protected Healthcare Information (PHI)?

Whether you share information in person, over the phone or through the Web, St.Vincent Health will exercise the highest levels of care to ensure your PHI is secure. All regulations related to health care privacy are followed, in addition to technology safe guards such as 128-bit secure site encryption, secure online discussion portal to prevent e-mail identity theft, requirement of registration authentication, and more. You can do your part to protect your identity by ensuring you always logout of this system if you are using a public computer station, keeping your password private, and refraining from sending personal health information through e-mail.




How do you protect my payment information submitted online?

Submitting transactions over the Internet can be as secure as providing credit card in person. All parties involved with processing any payment transaction—including customers, merchants, merchant service providers or businesses that handle customer payment information, and payment gateways — should be vigilant about protecting customer payment information. All credit card payments posted to our site must include the secure CVV2 code in addition to our encryption security measures in place.

St.Vincent uses USA ePay to process online payments. USA ePay is uncompromising when it comes to providing merchants with secure, trustworthy payment processing services. For receiving and transmitting customer payment information USA ePay implements the most advanced Internet security protocols including 128-bit Secure Sockets Layer (SSL). On top of that, USA ePay consistently employs an extensive number of strong practices, procedures and industry leading technologies to maintain tight security for the entire payment gateway platform. We also maintain compliance with high quality security programs developed by the card associations, such as Visa Cardholder Information Security Program (CISP) and MasterCard Site Data Protection (SDP); and are continually investing time and money to maximize the security surrounding the payment gateway.