Emergency Medical Services
The City of Whitesboro Fire Department operates two Mobile Intensive Care Units (MICU) ambulances 24 hours a day, 365 days a year. The department provides medical response to the western side of Grayson County. Our goal is to provide an advanced level of emergency medical care to our patients.
Ambulance Billing
Our ambulance billing is administered by Emergicon, a third-party company. If you have concerns regarding a medical bill, please contact Emergicon directly:
Contact Information for Requests for Medical and Billing Records
Attorney requests must be submitted through www.chartswap.com with Whitesboro Fire/EMS as the Provider.
Non-attorney requests may submit in any of the following ways:
- Call 972-602-2060 ext. 1611
- Fax the request (secure and direct) to 800-608-9457
- Email rgonzales [at] emergicon.com (records[at]emergicon[dot]com) with general information and you will receive a secure email to use for the PHI details
- Mail the request to PO Box 180446, Dallas, TX 75218.
A copy of a medical records request form for non-attorney requests is located below. This can be used to request billing and medical records.
Whitesboro's Privacy Policy (HIPAA)
Your privacy is of upmost importance to our department, and we are governed under the Health Insurance Portability and Accountability Act of 1996. If you would like to obtain information on our HIPAA Privacy Practices please contact Director of Public Safety Jeff Patterson at jpatterson [at] whitesborotexas.org (jpatterson[at]whitesborotexas[dot]org).
Complains may be directed to the designated Compliance Officer, Assistant Chief Jeff Patterson at jpatterson [at] whitesborotexas.org (jpatterson[at]whitesborotexas[dot]org)
As a patient who has received Emergency Medical Services (EMS) in Texas, you have important rights.
This guide provides key information on how to:
Request Your EMS Medical Records
To request a copy of your EMS medical records, please contact our third-party billing partner, Emergicon, using the information below:
Emergicon Customer Service
📞 Phone: 972-602-2060 ext. 1610
To request records for a specific date of service, complete the Patient Records Request Form available at www.emergicon.com.
Once completed, submit the form along with a copy of your valid state-issued photo ID using one of the following secure methods:
- 📠 Fax: 800-608-9457
- 📬 Mail: PO Box 180446, Dallas, TX 75218
- 📧 Email: records [at] emergicon.com (records[at]emergicon[dot]com)
🔒 Please ensure both the completed form and your photo ID are included to avoid delays in processing.
📣 File a Complaint About EMS Care or Services
If you have concerns about the EMS care you received, you may file a complaint with the Texas Department of State Health Services (DSHS).
How to File:
- Online: EMS Complaint Form
- Email: EMSComplaints [at] dshs.texas.gov (EMSComplaints[at]dshs[dot]texas[dot]gov)
- Mail:
EMS Compliance Group
Texas DSHS
P.O. Box 149347
Austin, TX 78714-9347 - Phone: (512) 834-6765
Please include:
- Your full name and contact information
- Description of the incident (date, location, agency name)
- Details of the concern or complaint
All complaints are reviewed and kept confidential.
🏛️ Contact Your Regulatory Authority
EMS providers in Texas are licensed and regulated by the:
Texas Department of State Health Services – EMS & Trauma Systems
Website: www.dshs.texas.gov/emstraumasystems
Phone: (512) 834-6700
Email: EMSInfo [at] dshs.texas.gov (EMSInfo[at]dshs[dot]texas[dot]gov)
This information is for informational purposes only and does not constitute legal advice.