Billing: Frequently Asked Questions
How do I know if Dr. Robertson contracts with my health plan?
To receive full insurance benefits, some insurance providers require patients to receive services with “in-network” or “participating provider” hospitals and physicians. Call your insurance provider to check its requirements and to make sure Dr. Robertson is in the network.
If Dr. Robertson is “out of network,” may I still go there?
Yes. However, you may be required to pay a larger deductible or a greater portion of your bill. Be sure you understand your health plan's “out-of-network” options. The office is not obligated to take any contractual writeoffs for “out-of-network.”
How can I be sure my insurance provider will pay my bills?
Some health plans require certain services to be authorized, or pre-certified, before the patient receives them. Other health plans require the patient to notify them within a certain period of time after services are rendered. Know your health plan's requirements by reading the information given to you by your insurance provider or employer, or by calling your insurance provider directly. You also may call our office to discuss insurance payment concerns.
Does Dr. Robertson send the necessary information and paperwork to insurance providers?
We try to send all the necessary information to insurance providers; however, they sometimes need more information from you to process a claim.
How will I know how much I owe?
Your insurance provider will send you an Explanation of Benefits (EOB) notice that details the amount it has paid, any non-covered or denied amounts, and the remaining balance that you are responsible for paying to Dr. Robertson. Review your EOB carefully, compare it to your Internal Medicine of Southeast IN billing statement, and call your insurance provider or us, if you have questions or concerns.
Also, many health plans require patients to pay a co-payment or deductible amount that may be due at the time of registration or discharge from the hospital.
How often will I receive a statement?
Statements are issued monthly. You will receive a statement every month up to 60 days. At 90 days, a first collection letter will be sent and your account is placed on hold. Any requests for prescriptions or appointments will not be made until your balance is reconciled.
What if there is a mistake on my statement?
If you have billing questions, call the office weekdays between 8 a.m. and 3:00 p.m.
Why does the statement show a total account balance when I have insurance coverage?
Most likely, we have not yet been paid by your insurance company. In most cases, your insurance company will make payment as long as the services are covered under your benefit plan. However, if your insurance plan does not cover the services you received, you are financially responsible for them.
What does “adjustment” mean?
“Adjustment” refers to the portion of your bill that your doctor has agreed not to charge you. This is the contractual writeoff between the office and your insurance company.
Does Dr. Robertson bill secondary insurances?
Yes, Internal Medicine is dedicated to helping you receive full benefits from your insurance provider. You will be asked to provide complete insurance information upon registration. Be sure you have a copy of your insurance cards at that time. As a service to you, we will submit secondary claims along with required EOBs to your insurance provider. However, if your insurance provider doesn't make payment within 60 days, we will ask you to pay the amount owed. We will not file tertiary insurance claims.
What if I cannot pay the amount I owe in full?
Call the office and inquire about being set up on a payment plan. We will be happy to work with you to set up a mutually agreeable payment plan and to answer your questions. Partial payments made toward your balance will stop collection activity only if you have made payment arrangements with us. Please call us to make arrangements.
May I pay my bill with a credit card?
Yes. For your convenience, we accept cash, personal checks, debit cards or money orders, Visa, and MasterCard. We will charge your credit card only for the amount you authorize. Payment plans also may be arranged through the office.
Why was my last payment divided and applied to the bill in two separate places?
We post your payment to the oldest charges first. On your billing statement, we itemize both the charges and your payments by date.
Why did I receive a bill for a doctor I did not see?
Certain physicians help with your medical care even though you may not meet them. Commonly, these are the doctors who read your lab results, X-rays and EKGs, among others. Please call us anytime you have a question about a charge on your bill.