Credit Card Policy — Heritage Professional Associates

Frequently Asked Questions About HPA’s Credit Card On File Expectation:

Why do we ask for a credit card to be on file? First, statements are wasteful of paper, postage, and/or staff time. Second, we need to ensure that our practice has a guarantee of payment on file for each patient. We typically wait at least 20 to 30 days to receive payment from an insurance company. Once that is received, if there is an outstanding balance, we send statements and reminders which create added expense and delays. Third, we want to avoid unnecessary frustrations with communication, finance fees, collections or other issues related to payment.

Why do we ask for this from all clients? We have to be fair and apply the same policy to all clients. We appreciate and value our clients, and we know that most pay off their balances. Unfortunately, this is not always the case.

How do we determine the amount to be charged? For clients using in-network insurance plans, every visit that is billed to insurance, and an insurance company provides an Explanation of Benefits (EOB) to the client and provider. This document shows how much an insurance company paid and what a client needs to pay based on the benefits and the deductible of the insurance policy. HPA applies any payment received and makes any discount or adjustment as per our contract with the insurance company. The balance on a client’s account for that visit or procedure will then match the client responsibility amount on the EOB. This amount will then be charged to the credit card on file. For out of network plans, the session amount will be charged to the credit card, and the client can submit superbill to their insurance company.

What if there are questions regarding a credit card charge or other issues with an account? Questions can be asked via our electronic health records (Jane) portal, via email to info@heritageprofessional.com or by calling our office. Our staff will check into all questions, provide information and apply refunds if applicable. Our administrative staff can be reached at 630.325.5300 Monday thru Friday between the hours of 9 A.M to 4 P.M or a message can be left in our general voice mail box.

What happens if a client has two insurance plans? Each plan may have different policy benefits and deductibles. Again, we will ask to keep a credit or debit card on file just in case these plans do not cover all services. Remember, we will not charge the card until both plans have paid AND if there is a remaining patient responsibility.

What are ways to learn about specific benefits? There are 3 ways to do it. 1. Review plan benefits with the insurance agent. 2. For employer provided plans, check with the company’s Human Resources Department. 3. Call the Customer Service department of the insurance company. The contact information is usually on the back of the insurance card.

Where is credit card information stored? All credit card information is collected, stored using Jane Payments, a PCI-compliant payment resource (industry standard).

What happens if a credit card is not on file? Our staff will reach out to work with a client or person responsible for payment to get that credit card put into the account. If a client is not willing to do so, the client is responsible to set up a payment plan for all responsible party balances. Failure to setup a payment plan and make payments on any balance may result in a finance fee. Balances not paid within 90 days may result in an account being sent to collections.

What about testing services? Please note that testing services require a credit card to be on file prior to scheduling appointments. If a testing client wishes to set up a payment plan, this would need to be discussed with, and approved by, the testing provider (not office staff). However, it should be noted that in most cases, payment plans are not available for testing services. Balances not paid within 90 days may result in an account being sent to collections.