Sometimes your provider needs a closer look to guide your care. When that happens, they place an imaging order for a test such as an X-ray, CT scan, PET scan, MRI, ultrasound, or mammogram, and our support team coordinates getting it to an imaging facility that can perform it.
This article explains each step, how long it usually takes, when to reach out to us, and what to do if something doesn't go to plan.
Looking for something else? This article is about imaging tests performed at an outside facility.
Specialist referrals, lab orders, and sleep studies follow different processes (see the end of this article).
How long does an imaging order take?
Each stage has its own clock. In most cases, the whole process takes roughly a week and a half from your appointment to being able to book or walk in at the imaging facility.
Your provider places the order: within 24 hours of your appointment.
We find a facility and send your order: typically about 24 hours after your provider places the order. It can take longer during busy periods or if your insurance requires a prior authorization.
You get a message: as soon as the order has been sent to the facility.
The facility processes your order: allow up to 5 business days for the facility to have it on file before contacting them. Some facilities process orders sooner, and walk-in X-rays can often be done right away (see Walk-in imaging below).
Your results come back: the facility usually sends results to your provider within 2 to 3 business days of your test.
Important note: If your insurance plan requires a prior authorization for the test, the facility may not be able to schedule you until it's approved. This is decided by your insurance, not by Circle Medical.
Step 1: Your provider creates an imaging order
During your appointment, your provider may decide you need an imaging test. They place an imaging order that includes the type of test, the body part, and the clinical reason for it, and they finalize their visit notes, which the support team needs before the order can be sent. Providers aim to do this the same day and within 24 hours of your appointment.
An imaging order can only be placed for a concern you discussed with your provider. If you'd like imaging for something new, you'll need an appointment first (see Requesting a new imaging order below).
Step 2: The support team finds a facility and sends your order
Our support team looks for an imaging facility that:
Is near the home address on your account
Accepts your insurance, based on the insurance details saved on your account
Offers the test your provider ordered
We then fax your order and supporting notes to the facility. If your plan requires a prior authorization, we request it as part of this step.
Tip: Keep your home address and insurance details up to date before and after your appointment. We send the order to a facility based on what is saved on your account, and an out-of-date insurance card is the most common reason an order has to be redone.
Step 3: You receive a message confirming the order was sent
Once Circle Medical has sent your order, you'll get a message in your Secure Care Inbox titled Imaging Order.
It includes the facility's name, address, and phone number, whether you need to call ahead or can walk in, and a PDF copy of the order we faxed to the facility.
This message is sent automatically and you can't reply to it. If you have a question about your order, start a chat with the support team instead.
Step 4: Schedule your test, or walk in
Follow the instructions in your Imaging Order message:
If your message says to call: wait before you call. Facilities need time to process incoming orders. Allow up to 5 business days for the facility to have it on file before contacting them. Some facilities may process the order sooner, or may contact you directly.
If your message says you can walk in: you don't need an appointment. See Walk-in imaging below for details.
Bring a photo ID and your insurance card to your visit.
Confirm they're in-network for your specific plan. We send your order to facilities that accept your insurance carrier to the best of our knowledge, but insurances offer many plans. Ask the facility to confirm they're in-network for your plan before your test.
Walk-in imaging
Some tests don't require an appointment. Your Imaging Order message tells you which applies to you.
X-rays can typically be done on a walk-in basis without an appointment. Bring a photo ID and your insurance card, and allow some extra time if the facility is busy. Tip: Even for walk-in X-rays, calling ahead to confirm hours and wait times can save you a trip.
All other tests, including CT scans, PET scans, MRIs, ultrasounds, and mammograms, require an appointment. Call the number in your message to schedule.
If a walk-in facility can't find your order, the fax may still be in their queue. Ask them to check again, or reference a copy of your PDF order from your Secure Care Inbox message. If it's been more than 5 business days since your message, start a chat so we can resend it.
Step 5: After your test
After your test, the facility sends the results to your Circle Medical provider, usually within 2 to 3 business days. Your provider reviews them and messages you in your Secure Care Inbox. If your provider recommends follow-up care, they'll reach out with next steps. If you'd like to review the results together, book a follow-up appointment.
If it's been more than 5 business days since your test and you haven't heard from your Circle Medical provider, contact the facility where the test was completed and ask them to fax your results to 888-803-3331. You can also start a chat so we can check whether the results were received.
When to contact the support team
Most imaging orders arrive on schedule. To avoid a wait for an update that is already on its way, use these checkpoints:
No Imaging Order message after 2 business days from your appointment: start a chat so we can check the order.
The facility can't find your order after 5 business days: start a chat and we'll resend or reroute it.
The facility can't perform your test for any reason: start a chat and tell us the facility name and what they told you.
Your insurance or address changed since your appointment: update your account and start a chat so we can re-send the order if needed.
No results message after 5 business days from your test: ask the facility to fax your results to 888-803-3331, and start a chat so we can follow up.
What to do if something goes wrong
I haven't received an Imaging Order message
Your order may still be in progress. Common reasons for a delay:
Your provider is still finalizing the visit notes that must accompany the order.
We're waiting on a prior authorization decision from your insurance.
The fax didn't go through and we're correcting the facility's details and retrying. This can take a few days.
We haven't found a facility near you that offers the test and accepts your insurance, and we're widening the search.
If it's been more than 2 business days since your appointment, start a chat and we'll check the status for you.
The facility says they never received my order
Faxes can take several business days to be logged by a busy facility, and occasionally go to the wrong department. If the facility still can't find it after 5 business days, start a chat. We'll confirm the fax number and resend it, or reroute it to a different facility. You can also show the facility the copy of the order attached to your Imaging Order message.
The facility can't perform my test
This can happen when a facility doesn't offer the specific test your provider ordered, doesn't take your specific plan, or doesn't have availability. Start a chat and tell us the facility name and the reason they gave. We'll find another facility and send your order there. Allow a few business days for the new order to be sent, and you'll receive a new Imaging Order message when it's delivered.
I want my order sent to a different facility
Yes, your imaging order can be sent to a different facility. Start a chat and share:
The reason for the change. For example, the facility doesn't accept your insurance, or it's too far to travel.
The facility you'd prefer, with its address, phone number, and website if you have them.
We'll check that they offer the ordered test, then send your order there. You'll get a new Imaging Order message once it's been sent.
My insurance requires a prior authorization
Some plans require approval before they'll cover an imaging test, especially CT scans and MRIs. We request the authorization as part of sending your order, or when the facility tells us one is required. Until it's approved, the facility may not be able to schedule you. See Insurance prior authorizations for imaging below for what to expect, and if the authorization is denied.
I can't find my imaging order
Once the support team has sent it, your imaging order is in your Secure Care Inbox in a message titled Imaging Order. It includes a copy of the fax we sent to the facility. If you need another copy, start a chat and we can share it with you.
Insurance prior authorizations for imaging
Some insurance plans require approval, called a prior authorization, before they'll cover an imaging test. Your insurance decides whether one is needed and how long it takes. Here's what to expect if your test requires one.
Which tests usually need a prior authorization?
Higher-cost tests such as CT scans, MRIs, MRAs, and mammograms most often require one. Whether your test needs approval depends on your specific plan, so it's worth confirming with your insurance using the member services number on the back of your card.
Who requests the prior authorization?
In most cases, the imaging facility starts the prior authorization once they receive your order, since the request has to match the exact procedure they'll perform.
If the facility tells you that Circle Medical needs to submit the request, start a chat and let us know. Include the facility name and what they asked for, and we'll take it from there.
How long does it take, and what should I do while I wait?
A prior authorization can take anywhere from 1 day to 2 weeks, depending on your insurance. Until it's approved, the facility may not be able to schedule your test.
While you wait:
Keep notifications on. If we're working on the authorization, we'll update you in your chat.
If you already have a test date booked, let the facility know an authorization is pending so they can hold or adjust it.
If you haven't heard anything after 2 weeks, call your insurance to check the status, and start a chat so we can follow up with the facility.
What is a peer-to-peer review?
Sometimes your insurance wants to hear directly from your Circle Medical provider about why the test is medically necessary. This conversation is called a peer-to-peer review. We'll arrange it with your provider, and you don't need to do anything. It can add a few days to the authorization timeline, and we'll keep you updated in your chat.
What if the prior authorization is denied?
If your insurance denies the request, your Circle Medical provider is informed of the decision. They can discuss alternatives with you, which may include a different test, sending additional information to your insurance, or paying for the test out of pocket. Book a follow-up appointment or start a chat to talk through your options.
Requesting a new imaging order or renewing one
How long is my imaging order valid? Imaging orders are valid for 6 months from the date they're placed. Many facilities have their own limits, so if you booked far in advance, confirm with the facility that your order is still current.
My order is more than six months old. Book an appointment with your provider so they can confirm the test is still the right next step for your care and place a new order.
Can I request imaging without a new appointment? Your provider reviews every request. If you've had an appointment with Circle Medical in the last 6 months and the concern was discussed at that appointment, start a chat and tell us which test you need. Your provider may still ask to see you first depending on the test and how long it's been.
What if it's a new concern? If the issue wasn't discussed with your provider, or your last appointment was more than 6 months ago, you'll need to book an appointment first so your provider can evaluate you and decide on the right test.
Not an imaging order? Other types of orders
Specialist referrals (dermatology, cardiology, physical therapy, and others): this is a separate referral order with its own process. See How specialist referrals work at Circle Medical.
HMO referral to Circle Medical: this is your insurance referring you to us so we can bill your visits. See How to get your HMO referral.
Sleep studies: at-home and in-lab sleep studies have their own process. See Get help with sleep concerns.
Lab orders: your provider sends these directly to the lab. See Laboratory Orders.
Still have a question about your imaging order? Start a chat in the app or web portal to connect with the support team. Please include the facility name and what you've been told so far so we can help faster.