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Frequently Asked Questions

Last Modified: January 4th, 2017

 

You have questions! We have answers!

Take a look below and see if anyone else has wondered the same thing. If you can’t find the answer here, then drop us a line at information@wixcorp.com and we will do our best to help.

 

Account Maintenance

Q:   I can’t remember my Username! What do I do?

A:   Your Username is your email address. If you are still having troubles logging in, please contact your healthcare provider and they can help you access your account. Your provider’s contact information can be found Here.

 

Q:   I can’t remember my Password! What do I do?

A:   Click on the link in the “Help!” section of the login page and a reset link will be sent to your email address. You can also click Here and we will take you to the reset page.

 

Q:   How do I change the email address or mobile/text number you are using to contact me?

A:   After you have logged in, on the top menu bar, click Account, then Settings. On the Account Settings page, you can manage all of your contact preferences.

 

Q:   The card I have on file expires soon, how do I update it?

A:   After you have logged in, on the top menu bar, click Account, then My Wallet. Or click Here. On the My Wallet page, find the card you want to update, and click the “Edit” button next to the card's information. In the expanded area, you can update the card’s information.

 

Q:   How do I change my account to go Paperless?

A:   After you have logged in, on the top menu bar, click Account, then Settings. On the Account Settings page, click on the Linked Accounts button. Or click Here. On the Linked Accounts page, click on the name of the Patient whose account you want to go Paperless. This will bring you to the Patient Information page. Here, check “I’m Paperless” box.

 

 

Enrollment

Q:   I can’t find my Invoice number to Enroll or make a Quick Pay payment. How do I get that?

A:   If you have a paper invoice that was sent to you, the Invoice # is printed on it. If that is not an option, you can call the billing office for the company you have the invoice from, and they can give you the Invoice #.

 

Q:   What are the password requirements?

A:   Passwords must be:

·         Eight characters’ long

·         Have at least one capital letter

·         Have at least one lowercase letter

·         Have at least one number

 

Q:   Does my username have to be an email address?

A:   Yes, it does. This is how we ensure that there are no duplicate usernames issued.

 

 

General Use

Q:  Why is my Total Lifetime Charges on the Account Home page more than my invoice?

A:   The Total Lifetime Charges on the Account Home page is calculated by adding together the Total Cost of all open invoices, including totals from linked accounts. As an example, if you have one invoice that is not paid off yet at a Total Cost of $100, and there is an open invoice for a relative linked to your account, also for $100, then your total cost is $200.

 

Q:   What’s with the different colors for each of my invoices?

A:   The details for each invoice is displayed in the condensed form we like to call the Pay Pod. The Pay Pod changes colors based on the status of the invoice it is representing:

            Blue = New Invoice / cost changes since last payment

            Green = You are current with your payments

            Grey = Awaiting Insurance

            Maroon = Past due. No payment by the due date.

            Red = Account in Collections.

 

Q:   How is the Total Cost (the "You Still Owe" amount) of an invoice calculated?

A:   The Total Cost of an invoice is the total amount being charged to you and your insurer if you have one. Total Cost is calculated before applying any insurance payments/adjustments, hospital adjustments, or patient payments.

 

Q:   What’s the difference between and insurance payment and an insurance adjustment?

A:   Many insurers have contracted maximum allowable charges with your healthcare provider (physician/hospital/clinic) for a specific procedure or service. If the health care provider’s charge submitted to the insurer is greater than that contracted rate, the insurer adjusts the price down to the contracted rate. Adjustments can also be made on any invoice based on the situation. Any of these decreases in total cost are considered an insurance adjustment.

Once all adjustments have been made, the insurer will then make payments based on your plan’s coverage. Any of the payments made to the provider are considered insurance payments.

 

Q:   Why does my paper invoice have different totals than the one online?

A:   During the billing process, there are times when your provider will catch an error on an invoice and update it. Because this billing system system is fully integrated into your provider’s health system, we show the most current data from their system, so you should follow the information online over that from a paper copy. However, if you feel that the information online is incorrect. Please contact your billing office.

 

Q:   Is there a fee to use this?

A:   No, there is not! Your healthcare provider is covering all fee’s associated with this service – so tell them “Thanks!” next time you speak with them!

 

 

Pay Plans

Q:   How can I make a one-time payment to an invoice on a payment plan?

A:   From the Account Home page, click on the “Pay Now” button on the invoice in question. Next, on the Payment page, for Plan Type select “Partial Payment” from the drop down list. Now enter in the amount you desire to pay and continue with the payment.

 

Q:   I can’t afford the Pay Plan options listed, what can I do to lower the monthly payment to something I can afford?

A:   If you would like to create a custom plan, contact the billing office of the invoice in question, and they will work with you to try and create a custom plan that will work for you.

 

Q:   How are my Partial Payments applied to my invoice on a Payment Plan?

A:   When you make an additional payment to an invoice currently on a payment plan, the additional funds are put towards your last payment. Example: you have a $1,200 invoice on $100 monthly payments. If you pay $300 during your first month, the payment will cover the first month’s payment due, and the last two months as well.

 

Q:   I need to change the payment date on my pay plan, can I do that?

A:   Absolutely! Just log into your account, find the Invoice in question and click on the View/Change Payment button. In the Invoice Payments page, scroll down to the scheduled payment, and click on the pencil icon to the right. This will display options for that payment, feel free to change the date to any of the available dates. You can repeat this process for each scheduled payment.

 

Q:   Do all pay plans have to be monthly?

A:   Yes, all pay plan have to be set up for monthly payments. However, you can go in at any time and make a one-time payment on any open invoice. To do so, click on the invoice’s Pay Now button, and select “Partial Payment” from the Plan Type dropdown. Then fill in the rest of the fields and complete the payment.  

 

Q:   Can I change the bank account my Pay Plan charges each month?

A:   YYup, sure can! Just log into your account, find the Invoice in question and click on the “View/Change Payments” link at the bottom to go to the Invoice Payments page. In the Invoice Payments page, scroll down to the scheduled payment, and click on the pencil icon to the right. This will display options for that payment, feel free to change the Pay Method to another on file and click “Update”. If you wish to change all future payments, you will need to repeat this step on each scheduled payment.

If there is a problem with linking the two accounts, you should contact your healthcare provider, and they can assist you.

 

 

Linked Accounts

Q:   Can I see a relatives invoice on my account and make payments to their invoice?

A:   Yes, you can! Let’s use the example of a mother who wants to view their daughter’s invoice and make payments on it. To link the daughter’s account to her own, if logged in already, click on the Account button on the top menu bar, then select “Linked Patients/Invoices.” This will bring you to the Linked Accounts and Invoices page. To add a new link, click on the “Link a Patient or Invoice” button at the top and follow the prompts to link to the new Patient/Invoice.

If there is a problem with linking the two accounts, you should contact your healthcare provider, and they can assist you.

 

Q:   Can multiple users have a patient’s account linked to their own?

A:   Yes, multiple users can have access to the same patient’s invoice(s). Whenever new access is given to a patient’s invoice(s), the patient will receive notice concerning the new user’s link to the account.

      To see who all is linked to your account, select Account from the top menu bar, then Linked Patients/Invoices. From this page, you are able to view and modify the account linking. If you feel there are individuals with access to a specific patient’s account that should not have it, please contact the billing office for that invoice immediately.

 

Q:   Can I lock a linked account so no one else can link to it?

A:   Yes, you can. To lock an account so no one else can link to it, contact the billing office of the invoice you are inquiring about and they can lock the account for you.

 

Q:   Do I have to use the same payment method for a linked invoice as I did on my own?

A:   Nope, you can use any payment method on file for any invoice, linked or your own. To set the payment method, click on the “Pay Now” link on any invoice. In the new screen, you can assign whatever payment method you want from the dropdown.

 

Q:   How come you are saying you can’t find my invoice in your system?

A:   Check to make sure you are entering the correct Account #, as well as the PATIENT’s birthday. If you are still unable to access your information, contact the billing office listed on the Contact page, and they will be able to help you access your account.



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