Billing, Insurance, And Payment Process Questions

FAQS

The following are Frequently Asked Questions (FAQs) related to the billing, insurance and payment processes of Concord Orthopaedics. As you scroll down the list, simply click on the question and it will link you to the corresponding answer in the body of the text below. At the end of each question you will have the option to return back to the top of the page.

BILLING FAQS

When will I receive a statement?
Why have I received a statement in the mail?
It has been several weeks since my visit and I have not received a bill?
What is my current account balance?
Can I have two separate accounts on payment plans?
Who can I contact with questions about my statement?
How do I know that the amount you are billing me is the correct amount?
How do I request a change of address?

INSURANCE FAQS

Will you bill my insurance company for me?
Will you file my workers compensation claims for me?
Should I bring my insurance card with me to the office?
My insurance hasn't received my claim. Will you resubmit it for me?
How do I follow-up with my insurance company?

PAYMENT FAQS

When do I become responsible for my bill?
What forms of payment do you accept?
What is a deductible, co-insurance or co-payment?
Do I have to pay my co-payment at the time of service?
What will I owe after insurance has paid?




BILLING FAQS

When will I receive a statement?
Statements are sent after any participating insurance has been billed.

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Why have I received a statement in the mail? We send statements on all remaining balances not covered by insurance. Please review your statement to ensure that charges submitted to insurance and payments received are accurate. We will continue to send a statement until your account balance has been paid in full.

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It has been several weeks since my visit and I have not received a bill?
Click here to see the list of insurance companies we participate with and will bill directly. We will make a reasonable effort to bill other insurance companies. We will always bill your medical insurance on file first. Once your insurance has paid their portion, any remaining balances will be billed to you. If your insurance company pays in full, you may not even receive a statement and you will only have your explanation of benefits from your insurance carrier to refer to.

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What is my current account balance?
To receive your current account balance please contact us, either by phone, at 1.800.660.2672 or 1.603.224.3368 or online.

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Can I have two separate accounts on payment plans?
Yes, many accounts can be combined into a single payment plan.

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Who can I contact with questions about my statement?
Please contact us, either by phone, at 1.800.660.2672 or 1.603.224.3368, or online. Our Business Office team is available to help you with any questions or concerns you may have about your bill.

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How do I know that the amount you are billing me is the correct amount?
Once your insurance carrier pays their portion of the bill, they will send you an explanation of benefits (EOB) to show how the claim was paid. You can compare your EOB to your statement. If you feel the insurance company should have paid a higher amount, please contact the company directly for resolution.

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How do I request a change of address?
You can submit your change of address online or you can contact us.

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INSURANCE FAQS

Will you bill my insurance company for me?
Yes. The primary, and if applicable, secondary insurance coverage will be billed.

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Will you file my workers' compensation claims for me?
Yes. Our office will bill workers' compensation insurance and make all appropriate first report of injury information available to the liability carrier and third party administrators. If you have a question regarding a workers' compensation case, you can contact our Workers' Compensation staff by calling 1.603.224.3368.

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Should I bring my insurance card with me to the office?
Yes. The information on your insurance card is needed to file a claim with your insurance company or companies. When you register you will be asked for information about your insurance coverage. Additionally, you will be asked to sign related forms. The registration process goes faster when you bring your insurance information with you. For more about how to prepare for your visit, click here.

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My insurance hasn't received my claim. Will you resubmit it for me?
Yes. If you need any additional assistance, please contact us, either by phone, at 1.800.660.2672 or 1.603.224.3368, or online.

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How do I follow-up with my insurance company?
Most insurance company identification cards include the customer service contact phone numbers on the back of the card.

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PAYMENT FAQS

When do I become responsible for my bill?
We require all patient balances to be paid, or acceptable payment arrangements to be made, upon receipt of your bill.

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What forms of payment do you accept?
We accept cash, checks, money orders, debit cards, Master Card, Visa, Discover and American Express. You can also pay online.

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What is a deductible, co-insurance or co-payment?
A deductible is the initial amount that you must pay before your insurance plan begins to pay for your bills. Typically, a deductible is a flat dollar amount (e.g. $500 to $5000). A co-payment is a flat dollar amount that you must pay for each service. Co-insurance is the percentage of the medical bills you will be responsible to pay after any deductible has been met.

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Do I have to pay my co-payment at the time of service?
Yes. You are expected to pay your estimated co-payment when services are provided.

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What will I owe after insurance has paid?
Insurance contracts vary a great deal depending on allowed services, co-payment amounts, deductibles, and co-insurance. It is often difficult to determine exactly how much your insurance company will pay or how much you will have to pay. Contact us, either by phone, 1.800.660.2672 or 1.603.224.3368, or online and our insurance specialists can assist you.

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