This article breaks down exactly how our payment and billing process works. Whether you are a self-pay or insurance patient, you'll find everything you need to know, including specific timelines and accepted payment methods.
Accepted payment methods
We accept most major credit and debit cards, as well as Apple Pay.
Eligible HRA, HSA, or FSA cards may also be used, provided the card is active and authorized for healthcare expenses.
Important Note:A valid payment method must be on file before scheduling an appointment.
Automatic payments
We use an automatic payment system to simplify your billing experience. The system automatically charges your default payment method on file. The exact timeline for this charge depends on whether you are using insurance or self-pay.
Self-Pay Appointments
If you choose to self-pay for your appointment (i.e., not bill insurance), here’s how automatic payments work:
Shortly after your appointment is completed, an invoice is generated. You'll then receive an email notifying you that a charge for the self-pay rate is scheduled to process in 48 hours.
After 48 hours from the invoice generation, we’ll automatically charge your default payment method.
Once your payment goes through, you’ll be sent a confirmation email. You can view the invoice anytime in the ‘Billing’ tab in the mobile app or web portal.
Insurance Appointments
After we send a claim to your insurance, it typically takes 4-6 weeks for your insurance to process the claim and return your out-of-pocket cost, including any applicable deductibles, co-pays, and coinsurance. The amount on the invoice is the total cost your insurance determined you owe.
You’ll also receive an Explanation of Benefits (EOB) from your insurance outlining your responsibility for the claim. This explains the amount that your insurance paid and the amount that you will pay out-of-pocket.
Once your insurance has processed your claim and sent us what you owe, here's how automatic payments work:
After your insurance processes your claim, they will send us the amount you owe (if applicable).
You’ll receive an email letting you know that a charge is scheduled to process in 48 hours for the amount you owe.
After 48 hours from notifying you, we’ll automatically charge the default payment method on file.
Once your payment goes through, we’ll send you a receipt by email. You can also find it anytime in the 'Billing' tab of our mobile app or web portal.
Making Payments on Your Own
If you would prefer to make payments on your own, rather than using automatic payments, you can submit a payment manually before the automatic charge triggers.
Go to the 'Billing' tab of our mobile app or web portal. Any unpaid invoices will be tagged with a "Balance Due" indicator so you can easily identify them. Within the "Invoices" section, you can review the details about what your insurance paid (if applicable) and what you owe. You can also access past receipts and copies of invoices for your records.
Simply select the applicable appointment and use the ‘Pay Now’ button to make a payment on any unpaid invoices.
Have any questions? Start a chat with your Care Team via the mobile app or web portal.