Payment Policy

Yes. This is our financial policy for all patients, as it has become common practice among all healthcare providers. We have created this policy to be diligent and efficient in our billing and collections processes. Alternative methods of payment may be used (ie: personal check, alternative card, CareCredit); however, a credit card on file is still required.

Per HPA/LiveWell Cancellation Policy, all patients are expected to cancel 24 hours in advance of a scheduled appointment to avoid a $55 late-cancellation fee. No show fees cannot be billed to insurance; all no-show fees are patient responsibility. The $55.00 charge is an administrative fee for failure to comply with HPA/LiveWell Cancellation Policy.

Your copay will be collected by credit card charge following your therapy service. If you have a high deductible plan, be advised it takes 2-3 weeks on average for insurance claims to be processed by your plan. Depending solely on your insurance policy, the amount you owe will be your copay, coinsurance, and/or deductible. Once our billing department has reviewed the insurance explanation of benefits (EOB) and posted it to your account, we will automatically charge your card for the balance due (up to $250 per month month) and issue a patient statement showing your personal balance (if any). If you have a large balance, it's important that you call our billing department at 518.631.8380 to discuss payment plan options.

We use the same methods to guard patient credit card information as we do for health information. The card information is securely protected by Global Payments, the secure credit card component of our HIPAA and PCI compliant practice management system. This system stores the card information for future transactions using the same technology as online retailers. Our staff can’t see the card number – only the last four numbers, giving us no way to use the card beyond the billing system, with no way to export the card information out of our system.

Please contact our billing department directly at 518.631.8380 to settle payment discrepancies or for other payment questions. This policy in no way compromises your ability to dispute a charge or appeal your i nsurance company’s explanation of benefits.

Patient statements will continue to be issued monthly; available by USPS mail or online patient portal. At the close of the monthly billing cycle, any patient balance up to $250 will be automatically charged to the card on file and receipt will be sent to the email address on file. If a balance remains after that payment, a statement will be sent [online patient portal or US mail]. You may pay the statement balance by mailing a personal check or contacting our billing department at 518.631.8380 to charge your card on file.

You will receive a receipt via email to the address you’ve provided in your patient record. The amount and date of the payment will show on your credit card/bank statement. Additionally, our Administrative Team will have a transaction report.

In our ongoing effort to provide reliable, secure, and seamless encounters with our clinicians and staff, we’ve identified this as the most secure method of securing payment information to prevent interruption to services. No more writing checks, buying stamps, postal delays or handwritten credit card numbers on billing slips. Our Administrative Staff is available to help you set up your online payment portal by calling 518.218.1188, Option 3.