Billing FAQ’s

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. That amount will then be charged by the merchant processing system overnight going into Friday (don’t ask us why they pick that time to do that). 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.

You can, but it’s 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.

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 a previous session.

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 log into 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.

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.

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 until payment is made.

• 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.