Follow Up

We truly hope your stay at Baylor Scott & White Medical Center - Lakeway was both recuperative and relaxing.  Below is some useful information regarding billing and medical records requests.

Billing

We are committed to fulfilling our mission of providing the highest quality care. We take a positive and proactive approach to patient billing and collections, with the goal of receiving payment for services rendered in the most efficient, timely, and customer-oriented manner possible. We also understand that billing and collection for healthcare services can be confusing. To assist you in understanding these billing services and to answer any questions you may have in advance, please review the following materials.

Services provided by other professionals not employed by Baylor Scott & White Medical Center - Lakeway− including, but not limited to, radiology, anesthesia, pathology, emergency medicine, perinatal medicine or neonatology− may be billed separately. These providers may or may not be participants in your insurance plan. Please contact your member service representative with your insurance carrier for coverage determination.

To provide accurate billing and quality customer service, keep these points in mind:

  •  We will handle billing inquiries and questions promptly.
  •  We can provide an itemized bill to you upon request.
  •  We can help you apply for Medicaid and other programs.
  •  We can help you submit third-party claims.
  •  You are responsible for prompt payment of your medical center charges.
  •  We will conduct credit and collections procedures in accordance with the law.
  •  If you need assistance, please let us know so that we may work with you. For information about charges, contact the billing and insurance office.

Contact

Monday- Friday 8:00am-5:00pm

Billing Department Patient Invoices: 855-330-0178

Billing Resolution: 512-571-5581

Financial Counselor: 512-571-5128

Insurance Information

You need to provide or present all insurance/third-party payer information. This is usually found on your insurance card. Please have your insurance card with you when speaking with a pre-admission representative by phone and/or when you come to the hospital.

Questions about your bill?

If you have any questions about your hospital bill prior to or during your hospitalization, please contact a business services representative. Please note that explanations of charges for hospital services are available for review in the business services office during regular working hours. After you leave the hospital, you may call 512-571-5581.

The Health Information Management Department provides copies of medical records and diagnostic imaging to the patients upon request.

Who can request medical records? (Photo ID with name Required)

  • Patient
  • Parent/Legal guardian of a Minor
  • Patient’s Medical Power of Attorney (copies must be provided)
  • Person/Entity that the Patient has identified on the signed ROI Form

Where do I pick-up my requested records?

  • The front information desk located through the main entrance of the hospital.

Hours of Operation/Contact Information:

Monday – Friday 8AM to 4:30PM

Contact Us:

Phone: (512) 654-1226 Fax: (512) 571-5421 

Process for Requesting Medical Records:

A completed Authorization to Release Protected Health Information form is required.

  • An ROI Form can be picked up and turned in at the front information desk through the main entrance of the hospital. 
  • Telephone requests MUST be picked up by the patient so that an ROI Form can be completed and photo ID can be verified. 

To expedite your request, you may E-mail or Fax a completed ROI Form AND a copy of your driver’s license or other government issued ID to the locations listed above.

Learn more about ways to request information or receive answers to questions about your care.

Patient Feedback

Baylor Scott & White Medical Center - Lakeway promotes open communication, and your feedback about your hospital experience is encouraged so we can provide the best quality care. You may leave your feedback by emailing our feedback line at feedback@lakewayregional.com.

To support our efforts to promote patient satisfaction and improved patient care, we have engaged an independent patient satisfaction company, Press Ganey of South Bend, Indiana, to administer patient surveys on our behalf. Following a patient stay or clinic visit, you may receive an electronic or paper survey asking about your experience. We would greatly appreciate you taking the time to share your comments and suggestions.

Additionally, you may contact the below agencies to provide feedback on LRMC:

Texas Department of State Health Services: 1-888-973-0022 (toll free number) 1100 W. 49th Street Austin, Texas 78756-3199

The Joint Commission: 1-800-994-6610 (toll-free number)

Financial Assistance

At Baylor Scott & White Health, we want to be a resource for you and your family. Our team of customer service representatives and financial counselors are here to help you find financial solutions that can help cover your cost of care. 

We encourage you to speak to a member of our team at any time – before, during or after care is received.
Learn about financial assistance

Billing & Insurance

Billing

We are committed to fulfilling our mission of providing the highest quality care. We take a positive and proactive approach to patient billing and collections, with the goal of receiving payment for services rendered in the most efficient, timely, and customer-oriented manner possible. We also understand that billing and collection for healthcare services can be confusing. To assist you in understanding these billing services and to answer any questions you may have in advance, please review the following materials.

Services provided by other professionals not employed by Baylor Scott & White Medical Center - Lakeway− including, but not limited to, radiology, anesthesia, pathology, emergency medicine, perinatal medicine or neonatology− may be billed separately. These providers may or may not be participants in your insurance plan. Please contact your member service representative with your insurance carrier for coverage determination.

To provide accurate billing and quality customer service, keep these points in mind:

  •  We will handle billing inquiries and questions promptly.
  •  We can provide an itemized bill to you upon request.
  •  We can help you apply for Medicaid and other programs.
  •  We can help you submit third-party claims.
  •  You are responsible for prompt payment of your medical center charges.
  •  We will conduct credit and collections procedures in accordance with the law.
  •  If you need assistance, please let us know so that we may work with you. For information about charges, contact the billing and insurance office.

Contact

Monday- Friday 8:00am-5:00pm

Billing Department Patient Invoices: 855-330-0178

Billing Resolution: 512-571-5581

Financial Counselor: 512-571-5128

Insurance Information

You need to provide or present all insurance/third-party payer information. This is usually found on your insurance card. Please have your insurance card with you when speaking with a pre-admission representative by phone and/or when you come to the hospital.

Questions about your bill?

If you have any questions about your hospital bill prior to or during your hospitalization, please contact a business services representative. Please note that explanations of charges for hospital services are available for review in the business services office during regular working hours. After you leave the hospital, you may call 512-571-5581.

Medical Records

The Health Information Management Department provides copies of medical records and diagnostic imaging to the patients upon request.

Who can request medical records? (Photo ID with name Required)

  • Patient
  • Parent/Legal guardian of a Minor
  • Patient’s Medical Power of Attorney (copies must be provided)
  • Person/Entity that the Patient has identified on the signed ROI Form

Where do I pick-up my requested records?

  • The front information desk located through the main entrance of the hospital.

Hours of Operation/Contact Information:

Monday – Friday 8AM to 4:30PM

Contact Us:

Phone: (512) 654-1226 Fax: (512) 571-5421 

Process for Requesting Medical Records:

A completed Authorization to Release Protected Health Information form is required.

  • An ROI Form can be picked up and turned in at the front information desk through the main entrance of the hospital. 
  • Telephone requests MUST be picked up by the patient so that an ROI Form can be completed and photo ID can be verified. 

To expedite your request, you may E-mail or Fax a completed ROI Form AND a copy of your driver’s license or other government issued ID to the locations listed above.

Learn more about ways to request information or receive answers to questions about your care.

Patient Feedback

Patient Feedback

Baylor Scott & White Medical Center - Lakeway promotes open communication, and your feedback about your hospital experience is encouraged so we can provide the best quality care. You may leave your feedback by emailing our feedback line at feedback@lakewayregional.com.

To support our efforts to promote patient satisfaction and improved patient care, we have engaged an independent patient satisfaction company, Press Ganey of South Bend, Indiana, to administer patient surveys on our behalf. Following a patient stay or clinic visit, you may receive an electronic or paper survey asking about your experience. We would greatly appreciate you taking the time to share your comments and suggestions.

Additionally, you may contact the below agencies to provide feedback on LRMC:

Texas Department of State Health Services: 1-888-973-0022 (toll free number) 1100 W. 49th Street Austin, Texas 78756-3199

The Joint Commission: 1-800-994-6610 (toll-free number)

Financial Assistance

Financial Assistance

At Baylor Scott & White Health, we want to be a resource for you and your family. Our team of customer service representatives and financial counselors are here to help you find financial solutions that can help cover your cost of care. 

We encourage you to speak to a member of our team at any time – before, during or after care is received.
Learn about financial assistance

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