Paying Your Bill

Your Rights and Responsibilities

How to Pay

Payment is due 15 days after you receive a bill. You can pay your bill in one of three ways: 

  • Online with a credit card in your secure My Duke Health (previously Duke MyChart) account
  • By mail with a check (use mailing instructions on your statement)
  • Loved ones and caregivers can pay bills on behalf a patient -- and you don’t need a My Duke Health account.

Surprise Billing / Facturación sorpresa

"Surprise billing" is an unexpected medical bill which happens when you cannot control who is involved in your care. Learn more about when this can happen and your protections against unanticipated medical charges.

La “facturación sorpresa” es una factura médica inesperada saldo que ocurre cuando no puede controlar quién participa en su atención. Obtenga más información sobre cuándo puede suceder esto y sus protecciones contra cargos médicos imprevistos.

If You Have Overpaid

If you have questions about your refund or wish to have it expedited, please submit a billing inquiry via your My Duke Health account or call Customer Service at 919-620-4555 (local) or 1-800-782-6945 (toll-free).

If applicable, we will apply overpayments to your other outstanding balances.

Collection Process

We will send you monthly bills for any unpaid balances for up to 120 days after treatment. During this 120-day period, we will contact you four times via statements, phone calls, and/or e‐mails to remind you about your unpaid balance. During this period, you are expected to do one of the following:

Duke Health instituted a policy in 2017 to no longer pursue lawsuits, liens, or wage garnishment. Additionally, in 2020, we extended our policy to prohibit adverse reports to consumer credit agencies. If the balance due is unpaid or otherwise unresolved after the 120-day period, your account may be placed, but not sold, to a collection agency for further review.

You can obtain a billing and collections policy describing actions we may take in the event of nonpayment by sending a request in writing to:

Duke Patient Revenue Management Organization (PRMO) 
PO Box 110566
Durham, NC 27709

Your Rights

You have the right to receive, upon request, an itemized statement that provides details of charges related to your visit. You can request an itemized statement or ask questions by submitting a billing inquiry via your My Duke Health account or by calling Customer Service at 919-620-4555 (local) or 1-800-782-6945 (toll-free).

You have the right to dispute your charges and to have your bill reviewed to ensure that the charges are accurate and supported by your medical record. You may request this review by calling customer service or sending a request in writing to the address listed on your statement. At the conclusion of this review, any necessary corrections will be made and the findings will be communicated to you.

You have the right to appeal if a bill is reviewed and the billing is found to be accurate. You may request an appeal by writing to the address listed on your statement or by calling customer service.

Contact Us

Need help with your bill? Submit a billing inquiry via your My Duke Health account or call Customer Service at 919-620-4555 (local) or 1-800-782-6945 (toll-free). Hours are 8:00 am to 5:00 pm Monday, Tuesday, Wednesday, and Friday and 8:00 am to 4:00 pm Thursday.