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BILLING SERVICES FREQUENTLY ASKED QUESTIONS
Why am I just now getting a bill?
Didn't my insurance pay anything on this?
Do you not bill my secondary insurance?
What time frame does this bill cover?
Can I make payments on my balance?
How long do I have to pay in full to get the discount?
Can I pay my bill at the facility were I received treatment?
Why was my account turned over to a collection agency?
If I’m in an auto accident, will you bill the auto insurance?
What happens if my insurance changes during my course of treatment?
Can I complete patient registration on-line or download the forms?
Why am I just now getting a bill?
There are several reasons you may be receiving a statement after you’re finished with treatment. One may be the time it takes your insurance to process the claim. Sometimes the insurance company will request additional information, which can delay processing anywhere from 14-45 days. Occasionally claim processing is delayed due to the insurance requesting information from you. Please be sure to respond to correspondence received from your insurance company in a timely manner.
If you have a secondary insurance and the billing department is provided that information, we will submit the claims to the secondary insurance carrier after the primary has paid. It can take 30 to 45 days to receive payment on a secondary claim.
Due to our new software transition in 2007, there may be a few instances when you receive a statement after a lengthy period of time. We apologize for this inconvenience. For these instances, there will be a note on your statement explaining the delay. [back to top]
Didn't my insurance pay anything on this?
We will not bill you until your insurance has processed the claim. There are instances where your insurance will not pay anything and make you responsible for your coinsurance and/or deductible.
You should also receive an explanation of benefits (EOB) from your insurance carrier. This EOB will explain the amount you owe. [back to top]
Do you not bill my secondary insurance?
If the billing department is provided your secondary insurance information, we will submit your claim to the secondary insurance. You must provide all insurance information, including secondary, to the clinic site or home health agency office. If you have questions about whether your claim was submitted to your secondary insurance, please contact the billing department. [back to top]
What time frame does this bill cover?
Click here 
to view our sample statement. Each statement will list the service dates as well as the billing period at the top. [back to top]
Can I make payments on my balance?
Monthly payment arrangements can be coordinated with you. Once you receive your statement, please contact the billing department to set up a payment arrangement. Credit card payments can be made online. Click here to make a credit card payment. [back to top]
How long do I have to pay in full to get the discount?
Once you receive a statement with an offer of a 15% discount, your payment in full must be received by the billing department within 30 days of that statement date. [back to top]
Can I pay my bill at the facility were I received treatment?
If you received services at an outpatient physical therapy clinic, you may pay your bill at that clinic. You cannot, however, pay your nurse or therapist for home health services. [back to top]
Why was my account turned over to a collection agency?
Marden’s billing department makes every effort to collect from you for monies owed. It is very important to either pay on your account or contact us to make payment arrangements.
We send accounts to collections for two reasons: 1) Three statements are sent with no response or payment from the patient; and 2) Statements are returned with a bad address and we are not able to contact you via phone. We exhaust every effort to obtain a correct address and phone number to contact you before your account is sent to collection.
Once your account is sent to collection, all payments and contacts must be made directly to our collection agency. [back to top]
If I’m in an auto accident, will you bill the auto insurance?
We will bill your auto insurance only if it is your auto insurance and medical payment (MED PAY) is available. If someone else is responsible, this is considered a third party claim. We will not bill a third party auto insurance. If you do not have MED PAY available on your auto insurance, or if it is maxed out, we will bill your medical insurance or you can choose to pay yourself. We will not hold our billing until your claim is settled. [back to top]
What happens if my insurance changes during my course of treatment?
All changes in insurance must be communicated to the clinic staff and/or nurse or therapist visiting your home. We submit bills daily, so it is very important for you to notify us as soon as possible and provide us with your new insurance information. [back to top]
Can I complete patient registration on-line or download the forms?
Yes by going to the appropriate link: Outpatient Physical Therapy - Ohio Outpatient Physical Therapy - West Virginia [back to top]
