Credit Card on File Policy
We are committed to providing you with exceptional care, while making sure our insurance billing system is as simple and efficient as possible. In order to streamline this processes we are eliminating the administrative cost of managing patient statements and collections.
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Keeping your credit card on file is a convenient method of payment for the portion of services that your insurance doesn't cover, but for which you are responsible.
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Charges to your card on file are processed only AFTER the claim has been filed and processed by your insurer, and the insurance portion of the claim has posted to your account. An itemized statement (or EOB, Explanation of Benefits) will be mailed to you by your insurer specifying the patient responsibility amount that we will charge to your card.
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This will in no way compromise your ability to dispute a charge or question your insurance company for their determination of patient responsibility. Rest assured, if at any time it is discovered that there has been an error in processing, either by your insurer or our office, we will promptly issue a refund to your card on file.
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Please read through the following FAQ section for common questions regarding this policy:
Do I have to leave my credit card information to be a patient at this practice?
Yes, with the exception of patients utilizing Medicare. This is our policy and it is a growing trend in the healthcare industry due to insurance company bureaucracy, diminishing reimbursements, and increased patient financial responsibility.
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What if I don't have a credit card?
You are welcome to leave a debit card or HSA card on file. We understand there are legitimate reasons you may not have a card (declared bankruptcy, maxed out, or declared unworthy of credit), in these cases it is not fair for us to extend you credit.
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I always pay my bills, why do I have to leave a credit card on file with you?
This policy isn't personal; we apply it equally to all of our patients. By doing it this way, the temptation to play favoritism is eliminated and it removes us from the uncomfortable situation of having to decide who has to follow the policy and who doesn't.
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I'm nervous about leaving you my credit card info.
We do not store your credit card information in our office. Your information is securely stored on our credit card processing platform which uses PCI-validated point-to-point encryption (P2PE), the most secure technology available, reducing credit card processing security risks for our patients. Our front-desk staff will only see the last 4 digits as they appear on the processing screen, and no one in our office will have access to your full credit card information.
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When do I have to pay for services?
You, the patient, are ultimately responsible for all charges any time you receive medical care. With any commercial insurance you are expected to pay in full for your services until your deductible and any applicable co-insurance is met. We can no longer sustain our Practice by extending credit to our patients expecting that they will all pay in a timely manner. We will process payment for the "patient responsibility" portion 7- 10 days after receiving your EOB.
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How will I know how much you are going to charge me?
You will receive a letter in the mail (or email) from your insurance carrier called an EOB, or Explanation of Benefits. The EOB explains how much of your visit they will pay and how much you are required to pay - coverage is different for every carrier and plan. We receive a copy of the same EOB and review each one carefully to see what your insurance has determined is your responsibility to pay, and your card will be charged this amount. Your insurance plan, not your healthcare provider, dictates exactly how much you must pay. The insurance companies dictate how much of an adjustment to their charges doctors are required to accept (this is called the "allowed amount") - individual physicians have no say in what you owe for services rendered.
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Will I still receive a paper statement in the mail?
No, Focused Pain Relief will not send patient statements. You will receive the EOB from your insurance company detailing the services you received, the portion they paid, and the patient responsibility due. Please keep these documents for your records, we will charge your card for the patient responsibility amount detailed on the EOB which you can reconcile with your monthly credit card statement. It is your responsibility to review your EOB and contact your insurance carrier if you have any disputes against their determination. We will process your payment as usual (according to the EOB) unless we hear from your insurance carrier that they are re-evaluating the patient responsibility portion due to a discrepancy.
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What if I need to dispute my charges?
We will work with you to understand if there has been a mistake. We will promptly refund your credit card if there was a processing error or if your health insurance company has provided written explanation of a calculation error on their part.
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Can I pay my patient responsibility a different way once I receive my EOB?
If you would prefer to pay using a different card or using an HSA please contact our office as soon as possible to let us know. We will process payment 7-10 days after receiving your EOB. Typically you will receive your EOB first (10-20 days after your services have been billed). We will usually receive our copy of the EOB after you have received yours, so it's best to contact us as soon as possible to avoid having your card on file processed if you prefer to make other arrangements.
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Do I need to sign a credit card authorization form?
Yes. This is provided in our office at your visit and ensures an understanding of our financial policy.
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Is this like "signing a blank check"? You could charge me anything!
No. Leaving a credit card on file is similar to what a hotel or rental car company does at check-in, and very commonly at the orthodontist's office. Your card is securely held on our processing server and charged only for the portion of the bill that is patient responsibility (including co-pays, deductibles, co-insurance, and outstanding balances) pre-authorized by you with your signed agreement and the EOB provided by your insurance company. All credit card contracts give cardholders the right to challenge any fraudulent charge against their accounts.
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Is this "balance billing"?
No. "Balance billing" is when the patient is asked to pay the difference between our fee (or billed charges) and what the insurance company has agreed to pay. That practice is a breach of contract and improper. The charge to your card is only the patient responsibility as determined by your insurance company, there is no "gray area" here. Focused Pain Relief is in no way involved in determining how much of the balance is patient responsibility, we are merely collecting what is due for services rendered, as decided by your insurance plan.
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