Paying Your Bill

Your Rights and Responsibilities

Need help with your bill? Call Customer Service at 919-620-4555 (local) or 1-800-782-6945 (toll-free), 8:00 am to 5:00 pm Monday through Friday.

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 MyChart account
  • By mail with a check or credit card (see mailing instructions on your statement)
  • In person by cash, check, or credit card at:

    Duke Health Customer Service Department 
    5213 South Alston Avenue, 1st floor
    Durham, NC 27713
    Hours: Monday through Friday, 8:00 am to 5:00 pm

If You Have Overpaid

Any overpayments that are identified will be refunded to you within 30 business days. If you have questions about your refund or wish to have it expedited, please 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:

If the balance due is unpaid or otherwise unresolved after the 120-day period, your account will be sent to a collection agency. Your credit rating may be affected if the balance is not resolved within 60 days after collection agency placement.

In select cases, Duke University Health System (DUHS) may choose to engage an attorney to collect payment. This step would occur only after DUHS has thoroughly reviewed your account and determined that you are not eligible for financial assistance or other forms of assistance.

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:

Self-Pay Collections Department
5213 South Alston Ave. 
Durham, NC 27713

Your Rights

You have the right to receive, upon request, an itemized statement that provides details of the charges related to your visit. You can request an itemized statement 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.