Frequently Asked Questions (FAQ)

How do I get information to your company?
There are various ways we receive information from your practice. We will establish whatever is the easiest method for your staff.

What if I would like references from your company?
Take a look at our very happy [Client Referrals].

Who do I call if I have a question?
Our goal is to provide you with the highest standard of care. Your account is assigned a specific biller and/or coder. If for some reason he/she is not available, please contact Sharon Wagner 760.742.2242.

What are your hours?
Normal business hours are 8 a.m. to 5 p.m. However, we have the capacity to provide our clients with efficient, 24-hour turnaround and the flexibility to offer extended evening and weekend hours for doctor and patient inquiries.

Can I cancel at any time?
Our company works on an annual contractual basis. Without cause, you can provide 90 days written notice to cancel your contractual agreement.

Do I have a guarantee?
We have no control over when an insurance company will pay a claim or how much an insurance company will pay for any services. We can, however, guarantee that the claim will be submitted within a 24-hour time period. We can also assure you that claims will be followed up on a timely basis. We will monitor your reimbursement to insure you are being paid accurately and appropriately. Because our company is paid on a percentage of collections, we do everything possible to expedite payment on your claims.

How long does it take before electronic claims are submitted to the insurance carrier?
The initial set-up for electronic claim submission can take up to four weeks. In some cases it can take two weeks. It varies between insurance carrier.

Can our patients call your billing office with questions?
Yes, definitely. In fact, patient statements have our telephone number listed on the statement so that they can call us with any questions. Also, please feel free to give our telephone number to your patients.

Do you use a collection agency when patients become delinquent with their payments?
Once a patient has become 120 days late and we have attempted contacting them, and with the providers permission, we will turn the account over to a collection agency. We will, however, notify the patient first prior to doing so.

Do you offer coding?
Yes, we offer coding.

What sort of information do you require to submit claims?
New patient registration form, copy of both sides of their insurance card(s), authorizations and pre-certifications, superbills, EOBs from insurance carriers, copies of payments from patients and updated information when required. Additionally, doctors chart notes will be required when requested from insurance carrier on an as needed basis.

What are the terms of your invoice?
We bill on a monthly basis, payable upon receipt.

How is your percentage of payment determined?
Our percentage is based on the billing volume and we only bill on what is collected. However, we can arrange a specific flat fee if you prefer.

How often is insurance follow-up done?
Follow-up is done daily.

What types of reports are provided?
We will provide the following reports on a monthly basis: Insurance Aging, Patient Aging, and Financial Analysis.