Thank you for choosing Live Urgent Care for your urgent care needs. We are committed to providing you with exceptional care, as well as making our insurance billing process as simple and efficient as possible. More responsibility of payment is placed on patients in the form of copays/deductibles due to the changing environment in healthcare. Therefore, it has become necessary to ensure we have a guarantee of payment on file in our office.
Please read through the following FAQ section for further information.
WHY DO YOU REQUIRE A CREDIT CARD TO BE KEPT ON FILE?
Effective 8/1/2023, Live Urgent Care requires patients to keep an active credit card on file. We will bill your insurance first and upon being informed by the insurance carrier of patient responsibility, the card on file will be charged within the following 5 days.
Circumstances in which your card would be charged include but are not limited to:
- Missed copays, deductibles, or coinsurance
- Non-covered services and/or denial of services
- Any amount not paid by your insurance after a corrected claim has been filed
This will not compromise your ability to dispute a charge or question your insurance policy’s determination of payment.
BUT, I ALWAYS PAY MY BILLS ON TIME.
Unfortunately, that is not always the case with other patients. Most balances owed are typically less than $200. After we have received payment from your insurance company, we will charge your card for the amount found in the “Patient Responsibility” or “Owed by Patient” column of your EOB (Explanation of Benefits), if applicable.
HOW WILL I KNOW HOW MUCH YOU ARE GOING TO CHARGE ME?
When we receive payment from your insurance company, you will also receive an Explanation of Benefits (EOB). The EOB will have a column titled “Owed by Patient.” This is the deductible/co-insurance/copay amount that you owe. We will charge the credit card on file the remaining patient responsibility amount, if any, as per the EOB.
I’M NERVOUS ABOUT LEAVING YOU MY CREDIT/DEBIT CARD INFORMATION.
We do not store your sensitive credit/debit card information in our office. Your information is stored on Elavon’s credit card processing system, which uses PCI-Validated Point-to-Point Encryption, reducing credit card processing security risks for our patients.
DOES MY COPAY AMOUNT COVER MY ENTIRE VISIT?
We try our best to collect as accurately as possible during your visit, however, it is common for there to be a balance beyond the copay amount that was collected upon check-in, especially if there are tests or procedures performed.
If your policy determines there is an amount owed in addition to what was collected on your date of service after your claim has been submitted, you will be financially responsible for the remaining balance.
WILL MY VISIT / TESTING / LABS BE COVERED BY INSURANCE?
While Live Urgent Care is able to determine whether or not we are in network with your insurance upon check-in, due to the nature of our urgent care specialty, we do not determine service coverage for each individual policy.
We encourage our patients to contact their insurance companies if there are any questions about coverage for specific services, tests, or labs. If you have questions about coverage for a specific procedure or test, we are happy to supply you with the medical code for the service in question. You can then contact your insurance carrier directly and they can advise you appropriately.
WHAT IF I NEED TO DISPUTE MY BILL? WHAT IF I HAVE MORE QUESTIONS?
We will always work with you and your insurance company to ensure accurate billing. If a billing error has occurred with your insurance company, we will refund any money owed to you once the dispute/error is settled.
Our billing staff is happy to speak with you about your account at any time. Please call our Billing Department at 973-326-0030 Option 3 during normal business hours with any questions.
Thank you for joining us in partnership for your urgent care needs.
