Frequently Asked Questions

Billing & Insurance

Billing & Insurance

I received a bill and have questions about it. Whom can I call for assistance?

For questions about your PHYSICIAN SERVICES statement, please call 310-301-8860.

For questions about your HOSPITAL statement, please call 310-825-8021.

I was billed for a preventive check-up when it should’ve been covered. Why?

A preventive check-up does not apply to evaluation or management of acute and chronic conditions (such high blood pressure, high cholesterol, obesity, or diabetes) or new symptoms (such as new pain or injury). These fall within the category of follow-up or diagnostic care, which is billed separately from preventive care. While you can always discuss new symptoms or chronic conditions at your check-up, your medical insurance will be billed separately, and you may be responsible for a share of the cost.

Does UCLA Health have its own HMO insurance?

No, we do not offer our own HMO insurance product. For information on the health plans we accept, please visit bongobaystudios.com/health-insurance-accepted.

Which health plans does UCLA accept?

In addition to self-pay patients, UCLA works with many payors including indemnity plans, Medicare fee-for-service, PPO and various HMO products. A list of major plans accepted by UCLA Health is available at bongobaystudios.com/health-insurance-accepted. Please call us at 310-825-2631 if you are concerned or have a question about whether your insurance is accepted here.

You may also speak with your benefits coordinator, or consult the health plan provider directory to confirm that UCLA Health accepts your insurance coverage.

Can you help me understand some of the healthcare and managed care terms?

We realize that some of the words and phrases used in healthcare can be confusing and have provided a quick reference guide below.

Capitation
The insurance company pays physicians or medical groups a certain amount each month for each patient.

Copay
The fixed amount of money the insured person pays each time he or she sees a doctor, gets a prescription, or has a medical service rendered. Typical in HMO plans.

Co-insurance
The percentage of the total fee the insured person pays each time he or she sees a doctor, gets a prescription, or has a medical service rendered. Typical fee-for-service plans such as PPOs.

Enroll
A term to describe the process of signing up with a managed care health plan.

Fee For Service
Paying for medical services when they are provided or when a bill is received. Payment can be in cash or as an insurance reimbursement.

HMO Plan
A benefit plan in which you must chose a primary care physician and you must use the physicians who are signed up with that group and HMO for any care or the HMO will not pay for the care.

Independent Physician Association (IPA)
An organization in which private-practice physicians agree to work together to negotiate with insurance companies but the physicians run their own offices.

Managed Care
A concept of overseeing the use of medical services to keep the cost of providing care low while at the same time keeping the quality of the care high, typically by having the patient go through a primary care physician before seeing specialists, thus ensuring the proper use of specialty care.

Medicare
A government-funded insurance program that covers people over age 65 and some people with certain diseases or disabilities.

Member
A person who has signed up with a managed care health plan.

Medical Group
A group of physicians who have created an organization devoted to providing medical care.

Open Enrollment
A period of time in which a person can change insurance plans offered by his or her employer.

Out of Pocket
Any fee paid by the patient; can be a copay, deductible or the entire bill.

Point of Service (POS) Plan
Members have an HMO and a PPO option. When you need care, you choose to activate either the HMO or PPO option.

Preferred Provider Organization (PPO) Plan
The insurance company will give you a list of physicians you can go to and still be covered; if you go to a physician outside of that list, the insurance company might pay for some of the care, but will usually require you to pay a larger amount.

Primary Care Physician
A doctor who coordinates the care for a person with managed care insurance. All managed care insurance plans require members to choose a primary care physician or medical group before seeking care.

Referral or Authorization
What the primary care physician writes if you need specialized medical care.

Can I view and pay my hospital bill online?

Yes. We are constantly working to improve your experience with us. Please visit our convenient, secure online bill payment site at my.bongobaystudios.com to view and pay your bills.

Directions and Parking

How do I get to UCLA?

Ronald Reagan UCLA Medical Center and UCLA Mattel Children's Hospital are located at:
757 Westwood Plaza
Los Angeles, CA 90095
310-825-9111

Resnick Neuropsychiatric Hospital at UCLA is located at:
150 UCLA Medical Plaza
Los Angeles, CA 90095
310-825-9111

Directions:
From the San Diego Freeway (405):
From the north, exit Wilshire East; from the South, exit Wilshire Westwood. Turn left on Westwood Blvd and go straight past Le Conte Ave (the street becomes Westwood Plaza). The hospital is on the left, past UCLA Medical Plaza.

From Los Angeles International Airport (LAX):
Take the San Diego Freeway northbound to Wilshire Blvd East, and continue as described above.

From the East via the 10 (Santa Monica Freeway):
Take 10 (Santa Monica Fwy) East to 405 (San Diego Fwy) North, and exit on Wilshire Boulevard East. Continue as described above.

Parking:
Patients and visitors to Ronald Reagan UCLA Medical Center, Resnick Neuropsychiatric Hospital at UCLA and UCLA Mattel Children's Hospital have valet parking services available on Westwood Plaza. When leaving, you will retrieve your vehicle from the Valet Lobby located on Level P. Parking fee is a flat rate of $14. For extended parking, check UCLA Transportation Services or call 310-206-PARK.

Patient drop-off is available at all entrances. Alternate parking is available on campus.

For complete parking information and directions, please visit our Directions & Parking page. For general parking questions please call 310-206-PARK.

How do I get to UCLA Santa Monica Medical Center?

UCLA Santa Monica Medical Center
1250 16th Street
Santa Monica, CA 90404
424-259-6000

Directions:
From the 10 Freeway West:
Exit at Cloverfield Blvd (north) to Santa Monica Blvd. Turn left (west) on Santa Monica Blvd. Turn right (north) on 16th Street to 1250 16th Street.

From the 405 Freeway (San Diego Freeway):
Connect with the 10 Fwy west and follow the directions above or exit Wilshire Blvd west (from the San Fernando Valley), merge onto Wilshire Blvd. Turn left (south) on 16th Street to 1250 16th Street.

Valet parking is available at our main entrance for a flat rate of $14. Parking garages are located on 15th and 16th Streets.

Visit our Santa Monica maps & directions page for complete parking information.

Emergency

What should I do in an emergency?

If you or a family member is experiencing a potential life-threatening emergency (for example, chest pain), call 911.

IF YOU ARE AT ANY LOCATION IN THE RONALD REAGAN UCLA MEDICAL CENTER OR RESNICK NEUROPSYCHIATRIC HOSPITAL, CALL #36.

IF YOU ARE AT ANY LOCATION AT UCLA SANTA MONICA MEDICAL CENTER, CALL 74#.

If you have an immediate care problem (for example, cold or flu), please contact your primary care physician's office for instructions on how to arrange a same-day office visit.

How do I get to the emergency room?

RONALD REAGAN UCLA MEDICAL CENTER: The entrance to the Ronald Reagan UCLA Medical Center emergency room is located on Charles E. Young Drive. Please visit our Directions & Parking page for driving directions or call 310-825-2111.

UCLA SANTA MONICA MEDICAL CENTER: The Nethercutt Emergency Center is located on the ground floor of the hospital's Southwest Wing on 15th Street, north of Arizona Avenue in Santa Monica. Please visit the Santa Monica maps & directions page for driving directions or call 424-259-8400.

What should I bring to the emergency room?

Have your medical information readily available, including what medications you are currently taking. This information will help the doctor evaluate your health status. Bring your insurance card and the name of your primary care physician, as well as either a social security card, driver's license or other form of identification.

General UCLA Hospital Information

What is UCLA Health?

Comprised of Ronald Reagan UCLA Medical Center, UCLA Medical Center Santa Monica, Resnick Neuropsychiatric Hospital at UCLA, UCLA Mattel Children's Hospital, and the UCLA Medical Group with its wide-reaching system of primary-care and specialty-care offices throughout the region, UCLA Health is among the most comprehensive and advanced healthcare systems in the world.

Does UCLA have a Patient and Visitor Guide?

Yes, we have gathered important information on this website for our patients and visitors. Please visit the Prepare for Your Visit sections to access the Patient and Visitor Guides.

What is the hospital's address and phone number?

Ronald Reagan UCLA Medical Center & UCLA Mattel Children's Hospital
757 Westwood Plaza
Los Angeles, CA 90095
Hospital Information 310-825-9111
Emergency Room 310-825-2111

Resnick Neuropsychiatric Hospital at UCLA
150 UCLA Medical Plaza
Los Angeles, CA 90095
310-825-9111

UCLA Santa Monica Medical Center
1250 16th Street
Santa Monica, CA 90404
424-259-6000

How do I locate a patient who was admitted to UCLA?

To contact a patient at Ronald Reagan UCLA Medical Center, please call 310-825-8611.

To contact a patient at Resnick Neuropsychiatric Hospital at UCLA, please call 310-825-9989 or 800-825-9989.

To contact a patient at UCLA Santa Monica Medical Center, please call 424-259-6000.

What are the hospital's visiting hours?

Visiting hours at Ronald Reagan UCLA Medical Center are determined by the patient. If the patient wishes, visitors and families are welcome 24 hours a day. This may be modified at times by the nursing staff based on patient need. For more information, visit our visitors information page.

For visiting hours at UCLA Santa Monica Medical Center, please call the main operator at 424-259-6000.

What is the number for the Admissions office?

To contact Ronald Reagan UCLA Medical Center admissions, please call 310-267-8000.

For UCLA Santa Monica Medical Center admissions, please call 424-259-6611.

What is the number for the hospital gift shop?

To contact the gift shop at Ronald Reagan UCLA Medical Center, please call 310-267-9522.

To contact the gift shop at UCLA Santa Monica Medical Center, please call the main information line at 424-259-6000.

Please visit the For Patients & Visitors sections for more information on our gift shops.

How can I obtain my medical records?

Send a written authorization request to have your medical records copied to:
UCLA Health Information Management Services
10833 Le Conte Ave, CHS - Suite BH-225
Los Angeles, CA 90095

You may also fax your request to:
310-983-1458 for patient & treatment requests or 310-983-1468 for all others.

For general phone inquiries during business hours (Mon to Fri, 8:00 am to 4:30 pm): 310-825-6021

Click here for more information on obtaining your medical records.

UCLA Medical Group patients seen by UCLA Medical Group providers in private practice will need to contact those offices directly to obtain their medical records.

How do I get directions to UCLA?

Visit our Directions & Parking page for more information. For general parking questions, please call 310-206-PARK.

Do you offer any health events or health education for the public?

UCLA Health offers a wide variety of health enrichment programs every month. Our calendar of upcoming events can be found on this website under the Get Involved section. In addition, health resources and educational materials can be found under Health Resources page.

General UCLA Physician Practice Information

What is UCLA Health?

Comprised of Ronald Reagan UCLA Medical Center, UCLA Santa Monica Medical Center, Resnick Neuropsychiatric Hospital at UCLA, UCLA Mattel Children's Hospital, and the UCLA Medical Group with its wide-reaching system of primary-care and specialty-care offices throughout the region, UCLA Health is among the most comprehensive and advanced healthcare systems in the world.

What is the UCLA Medical Group?

The UCLA Medical Group is the contracting entity for the UCLA Faculty Group practice, Clinical Affiliate practitioners and other providers in the community who have agreed to contract with us. The UCLA Medical Group contracts with HMO's and PPO's to provide health care services for their members. We also contract with other medical groups and IPA's throughout Southern California for UCLA specialists to provide tertiary care services to their referred patients.

How do I get directions to UCLA?

Visit our Directions & Parking page for more information. For general parking questions, please call 310-206-PARK.

How can I obtain my medical records?

Send a written authorization request to have your medical records copied to:
UCLA Health Information Management Services
10833 Le Conte Ave., CHS - Suite BH-225
Los Angeles, CA 90095

You may also fax your request to:
310-983-1458 for patient & treatment requests or 310-983-1468 for all others.

For general phone inquiries during business hours (Monday to Friday, 8:00 am-4:30 pm): 310-825-6021

Click here for more information on obtaining your medical records.

UCLA Medical Group patients seen by UCLA Medical Group providers in private practice will need to contact those offices directly to obtain their medical records.

HIPAA / Privacy

What is HIPAA?

Health Insurance Portability and Accountability Act (HIPAA) is a Federal Law enacted to:

Protect the privacy of a patient's personal and health information.

Provide for the physical and electronic security of personal health information.

Simplify billing and other transactions with Standardized Code Sets and Transactions.

Specify new rights of patients to approve access / use of their medical information.

Where can I find the Notice of Privacy Practices

The Notice of Privacy Practices for UCLA Health System can be found at the footer of our website or at bongobaystudios.com/privacy-practices.

Lost and Found

What should I do if I find a lost item?

Once the item is found it can be turned into the lost and found or information desk. Noting the location where a lost item was found is vital to its successful return. Please note: patient belongings are not considered lost and found.

For more information, please visit lostandfound.ucla.edu or call 310-825-1227.

What are the policies and procedures for the Main Information Desk/Lost and Found?

All items that are turned into the lost and found at the main information desk will become the responsibility of the Information Desk. All turned in items are logged in accordingly, if an item has any form of identification that can help in identifying the owner (i.e. name, phone number, contact info) the information desk staff use this information to contact the owner. We keep all items until the end of the day, after which all unclaimed items are turned into the Lost and Found. The lost item must be described before it can be returned to the owner.

When and where can items being held by the Main Information Desk be picked up?

Items that have been turned into the Main Information Desk can be picked up all day Monday thru Friday 7:30 am-4 pm. Items that are being claimed must be described accurately before they can be returned.

What should I do if I've lost an item while at Ronald Reagan UCLA Medical Center?

If you have lost an item check with the main information desk lost and found to see if the item was turned in, if not try back tracking your steps.

Visit Lost and Found to report your lost item lostandfound.ucla.edu or call 310-825-1227.

What can I do if I lose my ID badge?

Once a lost ID Badge is turned into the Information Desk lost and found, we try our best to locate the owner and if an email is available, an e-mail is then sent with directions for pick-up.

myUCLAhealth

What is myUCLAhealth?

myUCLAhealth offers patients personalized and secure on-line access to portions of their health information. It enables you to securely use the Internet to help manage and receive information about your health. Need help using myUCLAhealth? We offer free one-on-one workshops. Learn more at my.bongobaystudios.com. Call our 24/7 Patient Help Desk at 855-364-7052 or email us at [email protected].

Patient Affairs

How can the Patient Affairs Department assist me?

The Patient Affairs Department of UCLA Health is a division of Hospital Administration. The staff is available to assist patients, family members, and friends with any non-medical question or concern relating to their outpatient visit or hospital stay. Our goal is to make your experience as our patient as pleasant and comfortable as possible. We accomplish these goals by providing a variety of services. You can reach Patient Affairs at:

Ronald Reagan UCLA Medical Center by calling 310-267-9113.

For UCLA Santa Monica Medical Center, please call 424-259-9120.

For more information about our services, visit our website at bongobaystudios.com/Patient-Experience.

What are the hours of Patient Affairs?

Normal business hours for the UCLA Patient Affairs Department are Monday through Friday, 8:00 am to 5:00 pm. However, if an emergency exists after hours, please call the UCLA page operator at 310-825-6301 and ask to page the Patient Liaison on call.

Do you have a Patient & Visitor Guide?

Yes, we have put together a guide to help our patients prepare for their admission and to access the many services available to patients and visitors of the medical center. Click here to visit the Prepare for Your Visit section.

If I have a question or concern regarding the care provided to me by UCLA Health whom do I contact?

Occasionally, you may have questions or concerns regarding your outpatient visit or hospital stay. The Patient Affairs Department is available to assist you in communicating with your healthcare provider, and in understanding the UCLA Health.
You may reach a Patient Liaison by calling 310-267-9113.

What happens to my concern after I voice it?

The UCLA Patient Affairs Department has many protocols that are followed in resolving patient concerns. Exactly how your concern is handled depends entirely on the nature of your issue.

Is discounted parking available?

Yes, discounted parking is available for all inpatients, and outpatients who qualify. Currently we offer a 10-day and 30-day parking permit.

Please contact the Patient Affairs Department for current pricing at 310-267-9113.

What languages can Ronald Reagan UCLA Medical Center Interpreter Services assist us with?

You can call us if you have ANY interpreting need.
Ronald Reagan UCLA Medical Center: 310-267-8001
UCLA Santa Monica Medical Center: 310-319-4500

Visit our Interpreter Services website for more information.

What happens to my car if I am admitted?

If you have a valid handicap placard, and the placard is clearly displayed on your car's dashboard, you may leave your car parked in the current location. Otherwise, if you would like to have your car moved please inform the admitting worker, or you may contact a Patient Liaison at 310-267-9113.

Are overnight accommodations available?

Yes. The Tiverton was created to meet the needs of patients receiving treatment at Ronald Reagan UCLA Medical Center and their families. The proximity of The Tiverton makes it possible for family and friends to be nearby, when support and closeness are needed most.

For reservations, call 310-794-0151 or visit their web site at bongobaystudios.com/tiverton.

What is an Advance Healthcare Directive?

An Advance Healthcare Directive is a "living will". You fill out the form giving instructions about your own healthcare should you have a serious injury or illness and are unable to speak for yourself about your medical care. You may name a relative or friend who you trust, to be your "agent" who will make medical decisions for you if you can no longer make them for yourself. You can also describe what kinds of treatments you want and do not want. The Advance Healthcare Directive is a legal document and is supported by Sections 4600 to 4753 inclusive, of the California Probate Code.

For more information, please contact your healthcare provider or the Patient Relations department at 310-267-9113. You may also visit our UCLA Ethics Center website for more information and to download a copy of the advance directive in English or Spanish.

You may also write to the California Medical Association Publications at the address below for their booklet, a form and further information.

CA Medical Association Publications
P.O. Box 7690
San Francisco, CA 94120-7690
415-882-5175
cmanet.org

Helpful Links

California Advance Healthcare Directive - Institute for Healthcare Advancement

Where can I find your Privacy Practices?

Privacy Practices can be found at the footer on every page of our web site. Click here to read our Privacy Practices.

Referrals

Do I need a referral from my UCLA primary care physician to see a specialist at UCLA?

If you are insured by an HMO, or in some cases a PPO, your health plan will probably require a referral for specialty care. Your primary care physician is your central contact for all medical concerns as this allows for continuity of care for members and allows a central location for medical records. For routine referrals that require pre-authorization, you will be notified of the decision within 7 to 10 working days. If you have not received written or verbal notification from UCLA Medical Group or from your physician within 10 working days, please contact Physician Support Services at 310-302-1300. Urgent referrals (based upon medical need) are processed within 24 hours. Please wait for the request to be processed before seeking specialty care. Without an authorization, you may become financially responsible for the evaluation, diagnosis, and treatment you receive.

I am enrolled with the UCLA Medical Group as my primary care medical group. Do I need a referral to see a specialist at UCLA?

If you are insured by an HMO, or in some cases a PPO, your health plan will probably require a referral for specialty physician care and some diagnostic tests. Your primary care physician is your key contact for all medical concerns so that all of your services can be coordinated for continuity of care and centralized medical record-keeping. For routine referrals that require pre-authorization, you will be notified of the decision within 7 to 10 working days. If you have not received written or verbal notification from UCLA Medical Group or from your physician within 10 working days, please contact us at 310-302-1300. Urgent referrals (based upon medical need) are processed within 24 hours. Please wait for the request to be processed before seeking specialty care. Without an authorization, you may become financially responsible for the evaluation, diagnosis, and treatment you receive.

Can I refer myself for women's health services?

Female patients belonging to the UCLA Medical Group may refer themselves to the UCLA Medical Group panel of obstetric/gynecologic (OB/GYN) physicians for annual well-woman visits, obstetrics care, and gynecology services. To serve you better, UCLA Medical Group has broadened its OB/GYN network to include a variety of specialists in Santa Monica and surrounding areas. For a current list of OB/GYNs, you can use the Physician Directory tool on this website or please feel free to contact us at 310-302-1300.

Below are some helpful links:

Department of Obstetrics and Gynecology

Iris Cantor Women's Health Center

Women's Health Services at UCLA

I am NOT a UCLA Medical Group member. Can I get a referral to see a specialist at UCLA?

If you are insured by a PPO, you may self-refer to specialists at UCLA. Please call UCLA Physician Referral Team at 800-825-2631 for information about our physicians. If you are covered by an HMO, you will need to get an authorization from your primary care physician to be referred to UCLA specialty physicians. Your physician can fax the referral authorization to the referral team at 310-301-5391.

If you do not belong to an HMO, please have your physician call the referral helpline at 800-825-2888 for assistance.

How are UCLA Medical Group HMO/POS referral decisions made?

UCLA Medical Group utilization decision-making for HMO/POS members is based upon approved guidelines and appropriateness criteria from the United States Preventive Services Task Force, Health Plans, UCLA Medical Group, and other sources as well as the applicable Health Plan Evidence of Coverage. The outcome of any specific request may be approval, modification, or denial of a specific service. No individual, including the medical director and the utilization management staff conducting utilization reviews, receives a financial incentive for issuing an approval, modification, or denial of a coverage or service. There are no financial incentives that would encourage under-utilization of medical services. The criteria used in making a referral decision can be requested by a member, a person designated by the member, or by a member of the public by calling us at 310-302-1300.

Selecting a Physician

How do I locate a physician for specialty services?

We provide substantial information about UCLA Medical Group physicians on this website. Using the Physician Directory tool, you can search for physicians by specialty to learn where the physician attended medical school and conducted his or her residency, their medical board certifications, clinical areas of interest and contact information.

Additionally, you can call our Physician Referral Team for information about our physicians at 800-825-2631.

How do I choose a primary care physician if I don't know anything about him or her?

Choosing a physician is one of the most important decisions you need to make. Your primary care physician (PCP) plays a central role in the delivery of your medical services. In addition to providing comprehensive office care, your PCP will coordinate the full range of specialty, hospital, and home care services. We provide substantial information about UCLA Medical Group physicians on this website.

Using the Physician Directory tool, you can search by physician or location to learn where the physician attended medical school and conducted his or her residency.

A listing of all UCLA Medical Group primary care physicians are also listed on our site by specialty or by location. Additionally, you can call our Physician Referral Team for information about our physicians at 800-825-2631.

Is every physician in practice at UCLA or at UCLA facilities a member of the UCLA Medical Group?

No, not all physicians who work at a UCLA facility are members of the UCLA Medical Group. Some physicians may be independent practitioners. If you have questions regarding the participating status of a physician, please contact the Physician Referral Team at 800-825-2631.

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Page last revised June 2021