Billing FAQ’s

A:  If a client’s account is not successfully charged the copay, estimated coinsurance/deductible, or pre-arranged fee at the time of service, then our Billing Department will send a statement (invoice) of patient responsibility to a client’s portal in an easy-to-read format. If a client has a card stored on file, the card will automatically be charged the full patient balance five days after the date of the statement, unless prior arrangements have been made with our office.

If a client does not have a card on file, they will be required to make a payment through their portal and store a card on file for future use.

Our office typically waits until sessions are processed and finalized by the insurance company before generating a patient responsibility statement.

A:  Only sessions occurring from October 24, 2022 onward will be billed using the new InSync portal, as above. But, any sessions that occurred prior to October 24th will continue to be billed through our old system, CentralReach.

This means that older sessions that occurred before October 24th, will continue to be invoiced twice each month, and clients’ old/existing cards on file will be charged just after the invoice due date for those sessions as insurance gradually processes those prior visits and the patient responsibility becomes due. This was our old “clunky” system, unfortunately.

A:  We wish we could have migrated the old visits into the new software, but it wasn’t possible. Please bear with us during this transition period as we temporarily are required to bill through two systems till we clear out all the old visits.

A:  No. If a client’s card is being charged twice on the same day or a day or two apart, it is because one charge is for a session that just happened, and the other charge is for an older session that occurred prior to October 24th and was already invoiced.

We only charge what insurance tells us to, and clients should always refer to their EOBs before contacting us. Nevertheless, mistakes happen, and clients can always reach out to us for a printout of visits and payments.

A:  In the new portal, clients will be able to view all their sessions, charges, and payments.

Clients will be able to generate their own financial statements for submission to FSA/HSA accounts, or for tax purposes.

Clients will be able to view and update personal or insurance information, as well as update the credit card we have on file.

Clients will also be able to ask billing questions from within the portal to our billing or administrative staff.

A:  We require all new and current clients to add in a credit/debit card to their new portal, even if it is the same card as we have previously been using. Cards that were held on file in our old system were not able to be transferred to the new portal for security reasons.

There is also a new and updated consent form clients will fill out in the new portal.

A:  Balances owed for sessions occurring prior to October 24th, 2022 will not appear in the new portal. Those sessions will be invoiced and charged to the old card on file two weeks later, as per our old system. Yes, the one that was bad.

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.