Patient Financial Policies
Phoenix Neurological Associates
Patient Financial Policies
Thank you for choosing Phoenix Neurological Associates (PNA) to partner in your healthcare needs. We are committed to providing you with quality and affordable health care. Below are our office and financial policies. Please take a moment to read this in its entirety. If you require additional clarification, or have questions about these policies, please contact our office and we will happy to assist you. A copy will be provided upon request.
- Phones. Telephones are answered Monday thru Friday from 9:00 am to 12:00 pm, and from 1:00 pm to 4:15 pm.
- Emergencies. Our practice has limited coverage for patient emergencies that may occur after hours. If a problem arises between 4:15 pm and 8:00 am on weekdays, weekends or holidays, simply call the office main telephone number at (602) 258-3354 and the answering service will contact the doctor on call. Your call will be returned in a timely manner during these hours. Please note that routine prescription refills and referrals are not considered emergencies and will not be done after hours.
- Prescriptions. All prescription refill requests should be called in to your pharmacy. Your pharmacy will then contact the office if authorization is needed. Your refill requests will be handled by the practice within 24 hours after your pharmacy’s request is received.
- Records Release. It takes our office 5 business days to process medical records requests. Medical records will be released to any physician upon your written request and authorization as a courtesy. The fee for “non-treatment” medical records release is a flat fee of $6.50 per record, regardless of the size.
- Forms Completion. Completion of forms for insurance purposes, such as application for insurance coverage, disability, or FMLA leave, will be billed to the patient, or representative that requests completion of the forms, at a fee of $30.
- Telephone Consultations. Our office charges for telephone consultations initiated by the patient or the patient’s guardian. Fees are updated in conjunction with the Center for Medicare and Medicaid Services fee schedule updates.
- Referrals/Authorizations. Referrals/authorizations from your Primary Care Physician or Insurance Carrier approving visits to our office, diagnostic facilities, or labs can take several days to retrieve. You are required to contact your Primary Care Physician (PCP) at least 2 weeks in advance to notify them of your appointment. Failure to do so my result in your referral/authorization being denied by your PCP and/or insurance company; therefore making you responsible for any and all charges incurred during your visit.
Insurance and Payment Policies
- Proof of Insurance. We ask that you present your insurance card to us at every visit. If you fail to provide us with the correct insurance information at each visit, you may be responsible for payment for all services provided.
- Your health insurance contract is between you and your insurance company. As a courtesy, we will file your insurance claims for you for all office visits. However, we will not become involved in disputes between you and your insurance carrier, such as (but not limited to) issues involving co-payments, deductibles, or non-covered charges. Knowing your insurance benefits is your responsibility. Any questions or complaints regarding your coverage should be directed to your insurance company.
- We are contracted with most insurance plans. If you are not insured by a plan we are contracted with, payment in full is expected at the time of service. If you are insured by a plan we are contracted with but do not have an up-to-date insurance card, payment in full is required until we can verify your coverage.
- If a claim is rejected due to an expired policy, you will be held responsible for the outstanding balance.
- If a claim is rejected because your insurance does not cover the type of service rendered, you will be held responsible for the outstanding balance. Due to the wide variety of insurance plans, even with one insurer, it is impossible for us to know what is covered at any given time by all plans. It is your responsibility to understand your insurance coverage.
- If you are uninsured please contact us at 602-258-3354 to obtain quotes for impending services.
- Co-Payments/Deductibles. Your insurance company requires us to collect co-payments and/or deductibles at the time of service. Waiver of co-payments and/or deductibles may constitute fraud under state and federal law and/or the contract terms of your insurance company. Please help us in upholding the law, and complying with the contract terms of your insurance company, by paying your co-payment and/or deductible at each visit.
- Non-covered Services. Please be aware that some or all of the services you receive may be non-covered or not considered medically necessary by your insurer. You must pay for these services in full.
- Claims Submission. We will submit your claims and assist you in any way we reasonably can to help you get your claim(s) paid. Your insurance company may need you to supply certain information directly. It is your responsibility to promptly comply with their request.
- Account Balances.
- Account balances are to be paid in full unless acceptable payment arrangements have been established with our billing office.
- Payments made to satisfy account balance(s) will always be applied to oldest date(s) of service.
- If you need assistance coordinating payment from your insurance company, establishing a payment plan, or have difficulty making your co-pay or deductible, please contact us at 602-258-3354.
- UNPAID balances over 90 days will be referred to a collection agency for resolution. A 35% collection charge will be added to your balance to cover collection agency fees; you will be responsible for paying these.
- Non-payment of account balances and/or account balances placed with a collection agency will result in your records being placed in an “inactive” status, and you may be discharged from our medical practice. Discharged patients may not register for future appointments or receive subsequent medical care for any reason from PNA until the account balances are fully satisfied. No exceptions will be made for urgent or emergent care needs for a former patient with inactivated records for any reason. If your records are inactivated and you become ill or have an urgent or emergent medical condition, you should seek help at the nearest hospital emergency room, urgent care center, or from your primary care physician.
- Charge Estimates. Patients and responsible persons may receive charge estimates for services. Please remember this is an estimate only. Final charges are based on physician orders and total services provided.
- Pre-Registration. When you schedule an appointment for any of our office locations you may be contacted by one of our Pre-Registration staff to obtain and/or verify your demographic and insurance information prior to your visit. Providing this information will save you time the day of your service. The Pre-Registrar will take time to explain your insurance coverage and any deductibles or co-insurance that may be due from you.
- Notification of Health Insurance Changes. If your health plan has changed, you are responsible for notifying us as soon as possible. If we are not aware of the change(s), you could be held liable for the full cost of your visit by your health plan.
- Dual Custody of Children. In cases where parents have dual custody over a minor child, or where there is a legal document assigning rights to one parent, our policy is to assign financial responsibility to the parent who authorizes treatment for the child. This authorizing parent is responsible for paying the guarantor’s share of the treatment costs. If you are in this situation, and there is a legal document assigning financial responsibility to another party, it is your responsibility to make payment arrangements with the other party in advance of the child’s appointment, and to ensure that payment flows through you to PNA for the treatment.
- Missed Appointments/Cancellations. A $25 Missed Appointment fee will be assessed for appointments not cancelled or rescheduled with a minimum of 24 hours advance notice. This fee will be your responsibility and billed directly to you. Please help us to serve you better by keeping your regularly scheduled appointment(s).
Thank you for understanding our policies. Please let us know if you have any questions or concerns.