Question: I have difficulty in reading my statement. Can I have it come to me in a different format?

Answer: Our statements are available in many formats and it is up to your Doctor to choose a type for their patients. So unless your Doctor changes the format for all of their patients, this is the one chosen as a favorite. If at anytime you need help, please call us and one of our data specialist will be more than happy to help. Or use our online chat located on our website for immediate responses.

Question: Why does the service description on my statement possibly say "Claim summary"?

Answer: Your physician may choose to error on the extreme side of HIPAA regulations and not give any details about your services in outside communications. Please call us if you need details to match your insurance explanation of benefits.

Question: What is the time period an insurance carrier has to adjudicate my claim?

Answer: The State of Wisconsin says all claims must be addressed within 30 days of receipt. Our clients have an internal policy that ranges between 60 and 90 days. During this period the carrier is billed at least two times.

If it takes your carrier longer, the balance will become your responsibility for any further followup and payment.

Question: How often will I get a statement?

Answer: You will get a statement every 30 days as long as there is a patient balance. It will be dated the last day of the month.

Question: What about a patient credit on my account?

Answer: Credits reimbursement varies by client. Each has their own policy. Usually, if the credit is less than $50 it remains on the account to be used toward future services. We review the credits quarterly and notify the physician via a Refund Notice. If you would like a reimbursement prior to any given 90 day period, call and let us know, we'll take care of it for you. Please note that if there is a balance out to the insurance you will not receive a refund until all open services have been paid by your insurance carrier.

Question: What is my physician's collection policy?

Answer: Once a balance becomes patient risk, you will begin to receive monthly statements. If you ignore these statements, do not call and attempt to resolve, or set yourself up on a monthly payment plan you will receive a Final Notice of Collection. This gives you two options; pay the balance in full or a pre-determined payment plan. If you ignore this notice you will be sent to the credit bureau. You will be dropped as an active patient.

Question: If I'm sent to the credit bureau, how do I fix the situation?

Answer: You must pay the debt off in full plus any accumulated interest. Please call us for an exact pay off amount. You can pay your physician directly by cash, check or credit card or you can pay it on line at this website by credit card or e-check. Once payment is received, we will notify the credit bureau.

Question: Why does my Doctor charge interest on my account? (Not applicable to all of our clients)

Answer: Interest is charged because if you do not pay off your account upon receipt of the first statement it becomes a loan. It costs the Doctor money to have that open balance unpaid and not accessible for use in covering practice overhead. Wisconsin State law allows us to charge 1.5% per month or 18% per year on all balances.

Question: I called to update my balance, it was different than what my statement says, why?

Answer: We are continually posting both payments and service information. The information given to you over the phone is up-to-the-minute data, the statement gives you a balance as of the end of the previous month.

Question: I paid $50 last month, but I only see $10 of it on my statement, why?

Answer: Our statements show you only what money is owed. If you paid $50 to the Doctor and we posted it to more than one date of service and it paid that service off in full, you will no longer see anything concerning that date on your statement.

Question: I wrote a check and sent it in two days before the last day of the month, why is it not reflected on my statement?

Answer: Maybe because it was received after the last day of the month. The last day of any given month is our cut off date to balance all data, close out the financial books and mail statements. If your payment was not in by the last day it became the next month's business and will be posted when we begin the new months' posting.