CREDIT CARD ON FILE POLICY
As of January 1, 2018, this office will require you to leave a credit card on file at the time of your visit.
Frequently Asked Questions about the Credit Card On File Program
Q: Is this something new? Why the change?
Due to an increasing number of high deductible plans, and higher patient coinsurance benefits, this policy has become necessary at our organization. We need to ensure that we have a guarantee of payment on file for each patient in our practice. We wait 20 to 30 days, and often longer, for payment from your insurance company. Once that payment is received, we need to be sure that patient-responsible balances are paid in a timely manner. Please keep in mind, we will not charge your card if you do not owe anything.
Q: I have never had a Doctor’s office ask me to keep my card on file.
We realize this is a relatively new policy for a medical office. But it is no different from leaving a credit card on file with Amazon, a hotel, or your cell phone vendor. They only charge you when you order something or pay your monthly bill. We are doing the same thing after your insurance pays.
Q: I have always paid my bill on time. Why do I have to give you a credit card on file?
We have to be fair and apply the same policy to all patients. We have wonderful patients and we know that most of you pay your balances. Unfortunately, this is not always the case.
Q: How does a Credit Card on File program work?
We use Pay Junction, to securely store your credit card information. At the time of your visit, the front office staff will swipe your credit card and store the encrypted information in a secure database until the payment is processed.
Q:Will my credit or debit card be charged right away?
No. First, we work with your health plan to determine your payment amount for the visit. This can take a few weeks to complete, and sometimes longer. You will receive a statement reflecting the balance owed. You will have 30 days to make other arrangements to pay your bill if you so desire (mail a check, request a payment plan, use a different card, or dispute the charges). After that 30 days if we have not heard from we will charge the card on file for the balance owed.
Q:Will you continue to send me a statement to let me know what I owe?
Yes, we will continue to send you statements. After your appointment or surgery, you will receive an Explanation of Benefits (EOB) from your insurance company that will tell you what you are responsible for. We receive the same letter within 20-30 days following your appointment. We will review each EOB carefully and send you a statement detailing what you owe. After 30 days if the balance is not paid we will charge the card on file.
Q: How will I know how much you are going to charge my card?
We will charge your card the amount that your health plan determines is your responsibility. After your appointment or surgery, your insurance company mails an Explanation of Benefits (EOB) to you. This document shows how much your insurance paid and what you need to pay based on the benefits and the deductible of your policy. Our billing office receives the same information that you do along with payment from your Insurance company. We apply the payment and make any discount or adjustment as per our contract with your insurance company. The balance on your account for that visit or surgery will then match the patient responsibility amount on your EOB.
Q: What if the amount is more than I can pay at once? Are payment plans available?
Yes, one of the features of our new program is that you can pay your bill in installments over a period of time. We are always happy to set up a payment plan. With our system, your card can automatically be charged each month. Once your statement is received just call our office to arrange for monthly payments.
Q: What if I need to dispute my bill?
We will only charge you the amount that we are instructed to by your health plan in your EOB. All you have to do is call us if you ever have a concern about your account. Mistakes can happen and we will apply a refund directly to your card if we have made a billing error. Unless you have directed monthly payments, we only charge the amount your insurance company has marked as patient responsibility as noted on your EOB.
Q: Is my credit or debit card information safe?
Yes, our payment network, Pay Junction, is certified at the highest levels of compliance for both the healthcare and payment industries. Our system is PCI Level One compliant, which is the highest level of security established by the Payment Card Industry Data Security Standard. As soon as your payment method is saved, the system immediately encrypts your payment
information, and it cannot be viewed or accessed by anyone who uses the program.
Q: How can I trust that you will keep my credit information safe?
Once your credit card information is entered, it is encrypted and cannot be viewed or accessed by anyone within our organization. Pay Junction is registered with Visa and MasterCard and independently certified as a PCI-DSS Level One Service Provider.
Q: What happens if I do not have a credit card?
If you do not have a credit or debit card, we can consult with your insurer to estimate the amount you will owe for your visit, and accept your payment when you check in for your appointment.
Q: I do not have a deductible. I will never owe you anything. Do I still need to give you a credit card?
Due to the complexity of health plans, patients are not always aware of a payment responsibility. Additionally, changes to health plans happen often, which results in a payment responsibility for you without your knowledge. So we ask all patients to save a card on file to ensure we are prepared in the event they do have a payment responsibility. We do want to remind you that your card will only be charged if you owe a balance for more than 30 days.
Q: Who can I talk to about this policy? I do not want to participate.
We are happy to answer any questions you have. We understand this is a new policy that may be unfamiliar to you for our organization. However, it is a similar process to a hotel checkout or renting a car.