How do I log in? I don’t know my username…
From the blue login screen, please click on “Forgot Password.” On the next screen click on “Use Email Address.” Type in the email address you first put on file with us (to fill out the Appointment Request Form), and click Reset. Follow the instructions from there.
What should I do once I log in?
How does patient invoicing work?
Twice each month, you will receive an invoice for any outstanding balances due. You will have about two weeks to review the patient responsibility shown. By the due date, typically around the 1st and 15th of each month, you can either make a payment in full using the portal, in part by using the payment gateway on our website, or simply have us go ahead and charge the card we have on file for you the amount shown on the invoice.
Where can I find records of payments I already made?
Receipts for any and all payments made can be requested at any time by contacting our Patient Billing department.
How will I know when there is a new invoice due?
The best way is to enable notifications from your portal: Once logged in, please click on your name on the top left of the screen. Then click on Notifications. Select the methods through which to be notified about new invoices, as well as for messages from your therapist or our billing office.
What do I do if I cannot log in?
Please contact us right away at 908-228-2740, ext. 2, or email email@example.com.
Isn’t my credit card already stored in the portal?
No. For security reasons, the card you originally stored on file with us will not appear in your portal; you will need to enter one (and store it) afresh.
Why don’t I see an invoice in my portal?
If you do not see any invoice in your Patient Portal, it means you either do not have any balance due yet or we are still working to clarify your balance. Please check back in a few days.
What if I don’t pay the invoice by the due date?
As part of your original intake process with IPG, you have placed a card on file with our offices and authorized us to use it to pay your outstanding balances. Right after the payment due date, for your convenience, your card on file will be charged the entire amount shown on the invoice, unless you have contacted us and made other arrangements with us prior to this date. If your card is declined on the day we attempt to charge your card, we will reattempt to charge it a few days later.
What happens if my card is declined?
If after two attempts your card continues to be declined, you and your therapist will be notified by our billing office that payment has not been made. You will be allowed one more session with your therapist during this time, to discuss either making a payment or ending your treatment. If payment is not made following this visit, your treatment will have to be paused until payment is made.
Why do I see old balances from a long time ago on my invoice?
We generate invoices only after your insurance has finished processing your sessions. Occasionally it takes longer than usual for your insurance to finalize your claims, for a variety of reasons. We apologize for any inconvenience this may have caused. We encourage your to inquire with your insurance company if you feel claims-processing is causing an excessive balance to build and be charged all at once.
What if my credit card has changed since I initially put it on file with your offices?
We ask that you notify our offices immediately if the card on file with us is no longer active. If your card on file is declined, or we do not have a current, valid card stored, and you have an unpaid balance, you and your therapist will be notified to pause sessions until your balance is paid.
What if I disagree with the balance shown on the invoice? What if I have questions about it?
We’re happy to help. Please call us at 908-228-2740, ext. 3, or email firstname.lastname@example.org