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common questions
When I booked my appointment, the receptionist told me I must keep a credit card on file with the office. I have never heard of that before.
Credit Card On File (CCOF) is the new standard in the healthcare industry nationwide, and soon all the high-quality medical practices will adopt it. We are definitely not the first to do this, as it is now mandatory for many offices.
How does CCOF work? I am nervous about giving up my sensitive financial information.
Your card information is securely protected by the credit-card processing component of our HIPAA-compliant practice management system. This system stores the card information for future transactions using the same sort of technology that credit card companies use. We cannot access the entire card number – we can only see the last four digits. There is no way to export the card information out of our system. We can only use it to process a payment in our practice management system, which creates an indelible record (one that cannot be deleted).
I always pay my bills on time. Why do I have to do this?
The entire billing process is very wasteful, unfortunately we have a few patients that we must send multiple statements to or turn over to collections which drive-up costs. Reducing these unnecessary costs is essential for us to continue to accept insurance and Medicare. This new process dramatically cuts down on the administrative costs associated with billing. Nothing is changing about how much you pay. When you come into our office and receive a service, you do so with the understanding that you are ultimately responsible for the cost of your care. We bill your insurance company for you, and we have contracts with insurance companies that help to get you the best possible coverage for your care. CCOF will only cover your responsibility after your insurance pays its contracted share.
How does the CCOF process benefits patients?
First and foremost, it is far more convenient for you – you don’t have to call the office or buy a stamp or worry about getting around to paying the bill, it simply takes the hassle out of the process. If you get your statement and want to use a different card or pay by check, you may still do so as long as you do so promptly.
What if there is a problem with my bill and I do not notice it until after the payment is processed?
We hope that this doesn’t happen. Although we love technology in this office, we routinely review the accuracy of claims processed by insurance and will contact you if WE find a problem. But, if you find a problem, call us and we will investigate it. If we owe you money, we will refund it promptly to the same card.