Frequently Asked Questions (FAQs)

USNH GB does not bill private insurance. 

All patients, including DoD civilians, contractors, visitors or anyone not covered by TRICARE, will be billed by hospital for treatment.  Patients may file claims with their own insurance company and are strongly urged to review insurance policies for filing procedures and for claim reimbursement policies. 
Individuals are responsible for all costs not covered by insurance and the hospital is obligated to recoup.  
 

Because it is outside the continental United States, USNH GB is considered a non-participating provider to most insurance companies. Check with your insurance company to make sure they will reimburse you for the cost of your medical care and/or medications.

Uniform Business Office

All patient billing is centralized through the Uniform Business Office (UBO) at Jacksonville Florida. Paying patients will receive bills from the Centralized Receivables Service. Patients who have questions about their bill may inquire in person at the USNH GB UBO on first floor near the galley.  Patients may pay bills in person or online via www.pay.gov.  

 

It depends on your TRICARE eligibility. The Defense Enrollment Eligibility Reporting System (DEERS) is the official site for determining eligibility for most patients. If you have questions about your eligibility, please see the Medical Records Office.

Depending on your eligibility, the Uniform Business Office must bill and collect funds for medical and dental services, including elective cosmetic procedures, from the following:

• DoD beneficiaries
• DoD civilians and Non-Appropriated Fund (F) employees
• DoD dependent school employees and employees of other government agencies
• Secretarial Designees
• Authorized foreign military members
• Army and Air Force Exchange Services (AAFES) employees
• Civilian emergency  patients
• Other non-DoD beneficiary patients authorized to receive treatment in MTFs
• Contractors.

Note to contractors: if you have questions about whether your employer is required to pay your medical bills, please contact your Contracting Officer Representative (COR), typically located at the Material Management/Logistics Department of the Command/government organization you support.
 
 

You can receive and pay your bill on-line by registering on at PayGov, otherwise, you will receive your bill via postal mail service.

You can also get a copy of your medical bill by stopping by our customer service window at the hospital. 

• Online: at www.pay.gov, click “Make a Payment” and enter “GTMO” in the search box at the top of the page.
• By phone: call 1-855-459-2684 be-tween 7 am and 7 pm, U.S. central time, Monday-Friday, excluding holidays.
• By check or money order: when you receive your bill by mail, enclose a check or money order with your payment coupon. Write your full name and Centralized Receivables Service (CRS) invoice number on the front of the check or money order to ensure proper processing.
• By stopping by our customer service window located on the first floor near the hospital galley.

It's sometimes necessary to transport patients to another medical facility to be treated when the capability to manage a patient is beyond the medical means available at USNH GB. If such a situation develops, your physician will begin the necessary paperwork to initiate the Medical Evacuation (MEDEVAC) process for Department of Defense (DoD), Status of Forces Agreement (SOFA) sponsored eligible beneficiaries.

All military personnel and dependents are screened prior to arrival. If a chronic condition is identified, a consult will be made to the Exceptional Family Member Program (EFMP) Coordinator. 

Enrollment is mandatory for all active duty and reserve service members with family who are identified with medical (physical, developmental or mental health related) or special education related requirements of a chronic nature (six months or longer). 
Enrollment in the program helps ensure all required services are considered during the service member's assignment process. Only family members enrolled in the Defense Enrollment Eligibility Reporting System (DEERS) and eligible to transfer with the service member will be enrolled in the EFMP.
 

See our our MEDEVAC section 

Interactive Comment Evaluation (ICE) QR codes are located in each clinic.  You may also access the ICE for each section by visiting the clinic section on this website. Read more about how our ICE QR codes work here.   If you cannot reach the Interactive Customer Evaluation (ICE) system please contact our Customer Relations Officer at call 7-2072

We also welcome you to learn more about and to join the Naval Hospital Guantanamo Bay Patient & Family Partnership Council. The goal of the council is to provide a channel for the diverse members of our community, patients, family members and/or friends of patients, and health care professionals to discuss and collaborate on ways to make our Naval Hospital the best Military Treatment Facility it can be. Call 7-2072 to learn about joining or about attending one of our regularly scheduled meetings.