FAQ

General Questions

Q: How do we get the necessary information to you?

There are several ways for your office to send in your billing, including the following...

Standard Mail - just place your documents into a secured envelope and mail them to our main office.
Fax - the quickest way to get your billing to us! Just fax each completed document to our office on an as-needed basis (after each visit, at the end of each day, once per week, etc.).
Email

Q: How often should we send our new billing to you?

As often as you choose to! We recommend, however, that our clients send us their new billing consistently on either a daily or weekly basis.

Q: What information is needed for your office to generate a claim on our behalf?

We require the following

New Patient Information Form
A copy of the patient's insurance card or WC ID card (front and back
A copy of the patient's written prescription (if applicable)
The patient's first superbill (treatment form)

Q: Do we have to report the insurance payments received in our office to you?

Yes! It is vital to practice that we receive this information to enter the insurance carrier's payments and generate the necessary patient statements for those accounts that still may have a balance due.

Q: What happens if we accidentally omitted any of the information contained on the required forms, and we already sent them to your office?

You will receive a report indicating that the claim does not contain enough information to be processed by the carrier, listing precisely what is missing. It is usually faxed to your office immediately. We do this as a courtesy to you and your staff, help gather the information quickly, and avoid timely filing deadlines imposed by many insurance carriers.

Q: What are your fees?

 

We provide a personalized service. Fees/cost depend on the size, scope and how many claims filed per day per month of your practice. When you contact us, you get a Free practice Analysis providing you with a cost savings response.

Q: What if I already have a billing software?

If you prefer to use your own billing software, in most cases, our billers can operate it remotely for you. We follow the administrative, physical, and technical safeguards required by HIPAA to maintain or transmit electronic healthcare information. These same methods are utilized by insurance companies, clearinghouses, healthcare providers, and banks all over the world. We do not maintain your data; your data remains on your computer or software server and is never transferred out of your office.

Q: What if I don`t have a billing software?

For clients that do not have their own billing software, we can use our recommended cost-effective solution for your practice. The benefits of billing software include electronic submission, included clearinghouse fees, and readily available reports accessible by your office. In addition, each practice is registered as an electronic user with insurance payors, allowing staff to check claim status online.

Patient related Questions

Q: How do you handle non-payments from an insurance carrier? (Denials, etc.)

We must first determine if the denial, whether in part or in full, is valid. If the denial is valid, it must be written off. If the denial is not valid, we will request that the carrier reprocess the claim in many cases. Unfortunately, many carriers will require that the claim be resubmitted on paper via snail mail, and additional charges may be invoiced to your account as a result.

Q: How do you handle non-payments from a patient?

We will send out no more than four statements and make follow-up phone calls. After 120 days, we recommend that the account be turned over to collection and that the patient be denied future treatments until their account has been paid. If you are not already affiliated with a collection agency near you, please let us know.

We strongly recommend that an additional fee be applied to each account that has not received payment within 30 days.

Q: What if a patient has a billing question?

Our number and email address are printed on your patients’ statements, and a Billing Specialist will handle all billing questions.

Q: We prefer to bill our patients, but we are interested in obtaining insurance claim processing services from you. Does your company offer this service?

We sure do! Please keep in mind. However, patient billing is best performed by your biller, who already has access to all account balances and other additional information. If we are already handling the insurance end of things, it only makes common sense to let our system automatically generate the claims on an as-needed basis!

We can provide you with our Remote Access/Viewing software, which is updated regularly, for an additional fee. This will enable your staff to view patient balances and generate their statements, among other things.

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