This page is a good first step in answering your questions regarding billing.
Some questions below refer to looking in your "patient portal." This is NOT SKED. You likely setup this portal at or following your first visit. You can login to your portal HERE. You can find helpful videos regarding the portal HERE.
Billing FAQ's:
Q: Why has my card been charged for more than I expected?
A: Most likely your payment has been applied towards more than one office visit.
Q: How can I see how a payment was applied?
A: You can see this by clicking on the green "Pay" Tab in your patient portal. This will show you a ledger of all payments and how they have been applied.
Q: What if I don't think the statement you sent me is correct?
A: We are committed to making sure our billing is done appropriately. Please help us get to the bottom of this issue. It is likely you are using insurance and your claim did not process as expected. Please download information from your insurance showing how the claim was processed. Then provide an explanation of how the data you found does not align with the data reflected in the statement you received. This will help us understand how to best proceed while digging into this matter further. You can submit these items to: [email protected] (please send us a text with a heads up to look for your email in case we miss it)
Q: How do I view my statement?
A: If you received an invoice, the statement is likely attached to the invoice. If not, you can login to your patient portal and see if it is in the attachments section. Login, click the "Review" tab, click "Health Records." You will usually see statements in the "EOBs" section. It may be best to click "List all" in case it was placed somewhere else.
Q: What if I don't see a statement in the attachments?
Statements are uploaded when we send you an invoice. They are created manually. It is possible we have not created a statement. If you have received an invoice and cannot find a statement with further details, then send us a text message or call and ask Ashley to have us send you your invoice. If you have not received a bill and are expecting to get one, please call and let us know so we can complete your billing promptly.
Q: Why does your office seem to take so long to let me know my balance due?
The honest reason is two-fold. If you have insurance, claims can take several weeks to process. If there were any problems with claims processing, that can make things take longer. Also, our billing staff is minimal and sometimes things are missed and come up later. If you have received information from your insurance suggesting you have a balance due, please reach out and we will look into it right away.
Q: How do I update my credit card on file?
A: Please login to your patient portal, click "My Profile" update your payment method at the bottom of the screen. We ask that everyone has a payment method on file in order to make the billing process as seamless as possible. You can always bring your card to your next visit and we will update your card on file for you.
Q: How do I update my Insurance on file?
A: The process is much similar to updating your credit card, except you will update "billing profile" right above the payment method. Caution, picking the correct payer from the list can be tricky and is a critical step. Do your best, then enter your Member ID and Group number. Note: do not input the "policy number" we need your Member ID. Upload a photo of the front of your card. This will help us make sure everything looks good. Then, send us a text to give us a heads up so we can make sure it all looks good.
Q: My FSA has requested information regarding a particular payment. How do I find this information?
A: You can find this information in your patient portal. It may be as simple as clicking the green "Pay" tab mentioned above. However, they often want a more detailed receipt. You can do this by locating the superbill for the requested appointment. This information is located in the "Review" tab under "Health Records." Scroll all the way down. If you need more help, watch this brief VIDEO.