FREQUENTLY ASKED QUESTIONS REGARDING OUR PATIENT PORTAL AND BILLING PROCEDURES
Q: What is your current processes for billing sessions?
A: At the outset of treatment, a client places a card on file and authorizes it to be charged their copay and any balance due once the insurance (if any) has completed processing the claim and determined the patient’s responsibility.
Our regular process is this: a client’s card on file will be charged their copay within a day or two after each visit. Any coinsurance or deductible cost-sharing amounts that remain after the insurance completes processing the sessions will be charged to the card on file within five business days of the completed claims processing.
However, if a client does not have a card on file for any reason or if the card expired, in the event a balance is due, a Statement will be emailed to the email address on file with a link to pay directly through a quick-pay type website.
In the event a client’s email is not valid or a client doesn’t open this email, a paper statement will be printed and mailed to the address on file which contains an easy-pay code and the website address to use.
Q: What happens if my card wasn't on file or wasn't charged at the time of service? What happens with my balance?
A: If a client’s account is not successfully charged the copay at the time of service, then once the claim for that session is finalized by the insurance company, the card on file will be charged by our office within five business days.
To do that, our office generates an updated statement once each week, typically on Thursdays. Clients receive an email notification of the amount that will be charged overnight on Friday. After the card is charged, clients receive an emailed receipt.
Clients are always able to keep track of their sessions and all their billing and balances on their Patient Portal. Clients can optionally pay their balances themselves on their portal, but this isn’t necessary since their updated card on file will be charged automatically.
Q: What if I paid my copay, but my insurance says I owe more. Should I just make another payment in the portal?
Not necessary. If a client’s account is not sufficiently charged at the time of service, once the insurance determines the exact amount a client owes following the completed processing of that visit, our Billing Department queue up the proper amount to get charged to their card on file.
However, if a client does not have a valid card on file, then they are required to enter a new one through their portal. In the event a balance is due, and there is not card on file, a Statement will be emailed to the email address on file with a link to pay directly through a quick-pay type website.
In the event a client’s email is not valid or a client doesn’t open their email, a paper statement will be mailed to the address on file which contains an easy-pay code and the website address to use.
Q: Am I getting double-billed by mistake?
A: No. If a client’s card is being charged twice on the same day or a day or two apart, it is likely because one charge is for a session that just happened, and the other charge is for a balance due for previous sessions.
Please note that clients are charged their copay shortly after the date of service. But in addition to this copay, any uncollected balances due for any prior sessions will also be added together on a Statement once per week and automatically charged to a clients card. This will also occur when a client’s copay/coinsurance was not charged at the time of service or when the amount charged was less than the amount the insurance says the patient owes.
This might look like a double-charge, but it is not. Please refer to your Portal to see what payments apply to what visit, and please check your EOB from the insurance company before contacting us.
Nevertheless, we are human and mistakes happen. Clients can always reach out to us to ask any questions or bring up concerns.
Q: I've been a patient of IPG for a long time, I thought you had my card on file already...?
A: We require all new and current clients to add in a credit/debit card to their portal, even if it is the same card as we have used in the past. Cards that were held on file and billed in our old system (prior to October 24th) were not able to be transferred to the new portal for security reasons.
Q: Can I see my charges from prior to October 24th in the new portal?
A: Treatment records, balances owed and amounts paid for sessions occurring prior to October 24th, 2022 will not appear in the new portal. Please contact our office to obtain a full printout of those visits.
Q: Can I see a therapist without having a card on file?
A: We have found that the quickest and simplest way to keep your therapy going smoothly and unencumbered by billing matters is to keep and bill a card kept securely on file. InSync by Qualifacts uses the most up-to-date and strictest standards for encryption, security and confidentiality.
If a client is not comfortable keeping a card on file, they can speak with our director to see if there’s another option.
Q: What is your policy for when insurance is denying coverage, or a client isn't paying his or her balance?
A: In cases when a client’s card or their insurance has repeatedly declined, and efforts to speak with the client to obtain payment or an updated card or insurance coverage have been unsuccessful, IPG reserves the right to pause the treatment of such a client.
- When a client has had three unpaid visits or their balance has reached $300, whichever is sooner, and they have not responded to our office’s calls or emails, their therapist will be notified and their treatment will be temporarily on pause following the next scheduled session with their therapist.
- After that final session, the client will need to clear up any unpaid sessions with our Billing Department in order for their treatment to continue.
- Their therapist is instructed to hold open their session slot for only two weeks before allowing other clients to use that time slot.
If you have trouble logging into your portal or have any questions on the above, contact firstname.lastname@example.org or 908-228-2740, ext.2.
If after following the portal instructions you still have questions about your insurance, please contact us at email@example.com, 908-228-2740, ext.4.
For questions about your balance, you may contact firstname.lastname@example.org, 908-228-2740, ext.3.