Patient Billing & Records

Billing Information

We understand an emergency room is a stressful experience. All GSEP providers are exceptionally well trained, and we hope this was evident during your recent visit. A 3rd party company’s billing agents prepare the bill to send to the insurance company on your behalf. You can expect to see their company names on correspondences about your emergency room visit. We know that sorting through medical bills is another stressful time, so we’ve put together a list of commonly asked questions to help navigate you through the billing process.

For billing questions or billing record requests for an Emergency Department visit date prior to 8-22-2017 contact PracticeMax.

If the emergency room visit was before 8-22-2017, the billing company is PracticeMax, Inc.

P) 210-293-6030 or 210-614-0180
(F) 210-614-0710

They offer an online payment option as well:

For billing questions or billing record requests for an Emergency Department visit date between 8-22-2017 and 4-1-2023 contact Floyd Ridge.

If the emergency room visit was on or after 8-22-2017 and before 4-1-2023, the billing company is Floyd Ridge.

Phone: Agents are available to assist you Monday-Friday, 8:30am-4:00pm via phone at 800-355-2470.


Online: Pay your bill online or view your billing account or chat with someone online about your bill or billing questions

For billing questions or billing record requests for an Emergency Department visit date after 4-1-2023 contact Parallon.

If the emergency room visit was on or after 4-1-2023, the billing company is Parallon

Contact Us

Billing and Payment Questions

If you have a question about your bill/statement, please call (844) 608-4221 and a patient account representative will be happy to assist you.


Medical Records Questions

  • If you would like to request a copy of your medical records for HCA Healthcare hospital visits, click the Online Medical Record Request Portal link and follow the prompts for online medical record request submission. The link will take you to an online health information request portal on a new screen. If you have questions about the process to request your Medical Records, please contact (844) 481-0278.
  • If you are an attorney and need medical records for your client, please contact the hospital or practice where the patient was treated and ask to speak with their medical records department.


Patient Medical Records Information

All patient medical records are kept by the hospital system. Full information on how to access or request patient records can be found at their site here The instructions from this site pertinent to obtaining the medical records for GSEP visits are copied below for your convenience:

Access your patient records online: MyHealthOne Portal MyHealthOne consolidates many common tasks into one secure, easy-to-use online patient portal. It gives you access to most of your medical records on your desktop computer, laptop, tablet or smartphone 24 hours a day. *Note that some medical records may only be available through our hospital Medical Records office.

For a recorded message about how to obtain medical records, call one of these Medical Records Department:

  • 210-575-4128     fax # 210-581-4921     Methodist Hospital
  • 210-575-4128     fax # 210-581-4921     Methodist Children’s Hospital                         
  • 210-638-3900     fax # 210-638-3884     Methodist Stone Oak Hospital                         
  • 210-575-8100     fax # 210-581-4921     Methodist Specialty and Transplant Hospital
  • 210-757-2984     fax # 210-757-2160     Metropolitan Methodist Hospital at the Quarry
  • For Methodist Hospital / Methodist Specialty and Transplant Hospital, you may also fax your request for records to HealthPort at 210-581-4921.

Request Paper Copy of Medical Records. To request medical records of past hospital stays or surgeries in a Methodist Healthcare facility and to ensure compliance with the Health Insurance Portability and Accountability Act (HIPAA) privacy regulations, please fill out the form below.

Forms must be printed out, completed, signed by the patient and submitted along with a copy of the patient’s driver’s license. You can mail a copy of the completed Authorization Form with your driver’s license to:

San Antonio Shared Service Center
Attn: HealthPort
6000 Northwest Parkway #124
San Antonio, Texas 78249

Follow up on a request: If you previously mailed or faxed a request to the facility or HealthPort please contact HealthPort at 210-581-4585 opt 3 to follow up on the status of your request.

  • Appointment with a physician: The physician’s office may fax a request to the HIM department for lab, x-ray and items needed for your appointment. The request is processed electronically directly to that office. The patient does NOT need to come to the facility. Ask the physician’s office to request records by fax.
  • Insurance purposes: The insurance company can mail a request to the facility and pay the copying fees.
  • Personal use: An authorization for release form and a copy of your driver’s license or valid international government issued identification such as a passport can be sent to the HealthPort address listed above. Some facilities do not release copies of records at the facility. A fee per page will be incurred for this request.
  • Court: The same process will be followed as with a request for personal use. Remember to allow plenty of time to get the records by mail from HealthPort. A fee will be incurred for this request.
  • Attorney: Attorneys may send a request with required patient authorization to the facility which will be forwarded to HealthPort at the address listed above. You may also mail your attorney’s request for records to HealthPort.
  • Records of a family member that has passed away: HealthPort will need a copy of the death certificate with your name listed as next of kin, authorization of release form and copy of your driver’s license or valid international government issued identification such as a passport. If you are submitting an international death certificate, it must be translated into English and notarized. A fee will be incurred for this request.


We’re unable to provide you with an estimate prior to your visit because the billing process is mandated by the Center for Medicare and Medicaid Services. Your bill is figured through a coding procedure based on the level of treatment you received.

If you do not have insurance and unable to pay the full amount, please contact the billing company to arrange a payment plan.

Once the billing company receives payment from the first insurance company they will bill the remaining amount to the second insurance company.

GSEP’s physicians, nurse practitioners and physician assistants, are not employed by the hospital.

You will receive a separate bill for the treatment and services provided by GSEP providers. The hospital’s billing and the billing for GSEP’s services are separate items and will need to be paid to the correct billing agency. The insurance companies will determine the amount due from the patient, and is often shown as an adjustment on your patient statement.

The billing company relies on the information you provided the hospital to process the billing. The insurance company will send you a statement, which usually takes 3-4 weeks, but can take as long as 12 weeks. If your insurance or personal information has changed, please contact the billing company at the phone number listed above. If your insurance company does not pay within 45 days, the billing company may send you a notification of non-payment. Please contact your insurance company.