Billing & Insurance
Scheduling
My bill was sent to collections. What can I do?
When you receive a bill from Carbon Health and owe a balance, payment is due 30 days from when the bill was issued. Patients can also check the status of their bill in the Carbon Health app, and complete payment directly from the app. Any bill that remains unpaid after 90 days of receipt is at risk of being sent to collections. Contact information for the collections agency is included on your bill, or you can log in to the Carbon Health app to get support.
I can’t afford to pay my bill. What can I do?
If you tried using your insurance to pay for services at Carbon Health, we recommend you work with your insurance company to understand your options.
For patients who opted to self-pay at Carbon Health, or need help understanding their payment options, please reach out to our billing team at https://support.carbonhealth.com/contact/contact-us .
I have questions about my bill. Who can I talk to?
If you have any questions about your bill or claim, please contact us at https://support.carbonhealth.com/contact/contact-us.
When can I expect a refund if my insurance covers more of the cost of the visit?
If you choose to use your insurance, your bill might take up to 4 weeks to finalize (depending on how quickly your insurance company processes the claim). If you have any questions about your bill or claim, please contact us at https://support.carbonhealth.com/contact/contact-us.
Will you charge my credit card directly for any remaining balance, or send me a bill?
When will I know my final bill?
If you choose to pay a flat fee for your visit, your bill is usually finalized in 3-5 days. If you choose to use your insurance, your bill might take up to 6 weeks to finalize (depending on how quickly your insurance company processes the claim). If you have any questions about your bill or claim, please contact us at https://support.carbonhealth.com/contact/contact-us.
My plan has coverage for out-of-network services. Why do I have to pay up-front?
We always suggest checking with your insurance company about your out-of-network coverage and benefits before seeking care. Our policy is to estimate your payment by charging our flat self-pay rate for your treatment prior to the visit. You can check out our flat self-pay rates at https://carbonhealth.com/insurance-pricing or inquire at the front desk before we request payment for your visit.
Why is Carbon Health out-of-network with my plan?
Out-of-network service and benefit coverage can vary based on contract status, geographic location, or the type of care visit (urgent or primary). While we are contracted with most insurance carriers, PPOs, and Medicare, we always recommend giving your health insurance plan provider a call to confirm your coverage and benefits. The number can be found on your plan card.
Who can I talk to if I don’t get my refund?
Remaining balances or refunds will be determined after your insurance company processes your insurance claim and sends this information back to Carbon Health – which could take up to 4 weeks. If you have any questions about your bill or claim, please contact us at https://support.carbonhealth.com/contact/contact-us
How do I know I’ll get properly refunded? When can I expect my refund?
Copays, coinsurance, or self-pay fees are due at the time of service. Remaining balances or refunds will be determined after your insurance company processes your insurance claim and sends this information back to Carbon Health – which could take up to 4 weeks. If you have any questions about your bill or claim, please contact us at https://support.carbonhealth.com/contact/contact-us
Why is Carbon Health unable to verify my insurance?
There may be times when your insurance plan can’t be verified. For example: Your insurance information may be inaccurate or out of date, or the insurance company’s eligibility system may not respond. In cases where we are unable to verify your insurance at the time of your visit, we will charge you the flat rate for this service. These rates are standard and vary by treatment type. You can find them here: https://carbonhealth.com/insurance-pricing.
Many insurance companies will still reimburse for out-of-network care at Carbon Health. As a courtesy, we will submit your insurance claim and refund you the balance depending on your benefit.
Why do Carbon Health’s self-pay prices vary by state?
Like most healthcare providers, our ability to offer accessible costs to patients often depends on geography. Some factors that affect pricing across states or regions include labor costs, staffing costs, cost of living differences, and other healthcare market dynamics. Our team strives to be clear and straightforward with you about our self-pay fees, and you can always look them up here: https://carbonhealth.com/insurance-pricing.
How does Carbon Health come up with their self-pay prices?
I scheduled an appointment for after December 1, 2022. However, I booked it before the prices changed? Which price will I be charged?
Have the prices changed for patients with insurance?
What are the updated prices for Carbon Health’s services?
You can see a complete list of our services and their self-pay costs on our website. Bear in mind that prices vary based on geographic location, so select your region to make sure the service costs are accurate for your location.
How do I add my insurance if i'm on my family's plan?
If you are on your family's insurance plan as a dependent, after you scan the insurance card, select "Family Member" Instead of "This is me." If you are not given the option to select "Family Member" please contact your insurance and confirm that you are marked as a dependent on their plan. Keep in mind that certain information from the insurance card is auto-populated into your chart. If "This is me" is selected, or if you manually enter a family member's name instead of yours, your name will be incorrect in your chart. If this is the case please re-enter your insurance information.
What does it mean if my insurance is not verified?
We have real-time insurance eligibility built into our app; however, there may be times when an insurance plan can't be verified due to the following: The Payer ID not being accurate, The insurance plan is from a third party, The insurance provider eligibility system is not responding.
How much will my co-pay be?
To get your specific copay cost amount for your visit, we'll need to see your insurance card and verify the insurance carrier. We recommend that you call the member's services number on the back of your insurance card and ask about coverage and co-payment fees for urgent care visits. Co-pays for an urgent care visit will typically be different than the co-pay amount for a primary care visit. If you don't have time to call your insurance, we can determine the co-pay amount if your plan and coverage is verified upon check-in to your visit, whether you are visiting Carbon Health for urgent care or primary care.
How much does COVID-19 testing, treatment, and vaccines cost?
The following information is for COVID-19 testing and treatment only and does not apply to other Carbon Health care visits.
COVID-19 Vaccinations
There is no cost to the patients for the COVID vaccines regardless of their insurance, ability to pay, or immigration status. Vaccines remain available for all patients.
COVID-19 Testing & Treatment
Uninsured Patients
Patients may apply for Medicaid benefits and seek care from participating providers. Carbon Health is only a Medicaid provider at limited locations.
Community Clinics may be available near you that are offering COVID related services with no out of pocket costs to the uninsured. Search HRSA’s “Find a Health Center”
Patients may apply for Carbon Health’s Financial Assistance Program based on Federal Poverty Guidelines, if you are unable to pay for COVID related services. An approved application and documentation is required for program approval. Patients can email carbonFAP@carbonhealth.com for more information.
Other testing options:
At home testing kits are also available through https://www.covidtests.gov/
Insurance Covered Patients
Testing for COVID-19 - Testing is still available at all Carbon Health locations. When the Public Health Emergency ends, insurance coverage may change and there may be an out of pocket responsibility due by the patient.
Treatment of COVID-19 - Majority of national payers are now requiring standard out of pocket costs to be paid by the patient for COVID-19 treatment. If you test positive for COVID-19, please confirm your out of pockets costs with your insurance company. You will be expected to pay for your out of pocket copays and coinsurances at the time of service.
COVID-19 travel testing or expedited testing
COVID-19 travel testing or expedited testing provided with a guaranteed turnaround time and requires the payment of a convenience fee. Because insurance plans are not required to cover the costs of COVID-19 tests associated with guaranteed turnaround times, Carbon Health asks patients to pay for these tests before the test is administered. See pricing for all travel testing options and find out where to book a test here.
Do you accept FSA
Do you accept PPO?
While we're contracted with most PPOs, we always recommend contacting your health insurance plan provider to confirm your coverage and benefits. The number can be found on your insurance card. Out-of-network service and benefit coverage can vary based on geographic location, or between an urgent or primary care visit.
To check if we accept your insurance, please visit our website at carbonhealth.com/insurance-pricing.
Do you accept HMO?
Currently, we only accept a limited number of HMO plans at a few primary care and urgent care clinics. Please reach out to your specific clinic to verify if they take your HMO plan.
Additionally, we always recommend giving your health insurance plan provider a call to confirm your coverage and benefits. The number can be found on your insurance card.
Do you accept HSA?
Do you accept my insurance?
We are contracted with most insurance carriers, PPO's, as well as Medicare. If you don't see your insurance carrier on our insurance and billing section, please give your health insurance plan provider a call to double check. The number can be found on your plan card. Service and benefit coverage vary based on geographic location or between an Urgent Care or Primary Care visit. While we do accept Medicare, at this time we do not accept Medi-Cal.
How will I know how much I owe?
What is coinsurance?
What is a deductible?
A deductible is a fixed amount a patient must pay each year before their health insurance benefits begin to cover the costs. After meeting a deductible, beneficiaries typically pay coinsurance—a certain percentage of costs—for any services that are covered by the plan. They continue to pay the coinsurance until they meet their out-of-pocket maximum for the year.
What are co-pays?
A co-pay, short for copayment, is a fixed amount a healthcare beneficiary pays for covered medical services. The remaining balance is covered by the patient's insurance company. Co-pays typically vary for different services within the same plans, particularly when they involve services that are considered essential or routine and others that are considered to be less routine or in the domain of a specialist. Co-pays for standard doctor visits are typically lower than those for specialists. Note that copays for emergency room visits tend to be the highest.
What if I have other billing questions?
How much does a rapid test cost?
How much does a travel clearance test cost?
When will I get my bill?
If your insurance was verified upon your clinic visit, Carbon Health bills your insurance about three days after your appointment. If you have outside lab work done you will be billed completely separately by LabCorp or Quest. If the lab and test is performed entirely within our clinic it will appear on your Carbon Health bill. Your insurance may pay all or portion of your bill, depending on your benefit plan and your deductible.
At some point you will receive an EOB (Explanation of Benefits) from your insurance, directly. This is not your bill but an explanation of what insurance paid/covered and what you may owe. You can always check the status of your bill in your Carbon Health app by tapping your profile in the lower right then "Bills". You can track Due, Paid and Sent/Waiting. For a full breakdown you can tap the information (i) icon next to the appointment date. If you have any patient responsibility once your claim has been processed by your insurance, you will receive an invoice via email from billing@carbonhealth.com and an SMS alert when your bill is ready.
You can pay securely and instantly by tapping Pay Now in the email. You can also pay directly in the app. Please contact us at billing@carbonhealth.com if it's been more than two months since your appointment and you still have not received a bill, or if you have any billing questions at all.
How do I get an itemized receipt?
You can request an itemized receipt from the front desk at the end of your visit or you can always check the status of your bill in your Carbon Health app by tapping your profile in the lower right then "Bills". You can track Due, Paid and Sent/Waiting. For a full breakdown, you can tap the information (i) icon next to the appointment date.
What if I don't have insurance?
If you don’t have insurance, you can pay for your visit out-of-pocket with either a card or cash at our urgent and primary care clinics, or just by card at our pop-up clinics and travel clearance centers. If you’re paying out of pocket, please review our list of services and their prices: https://carbonhealth.com/insurance-pricing.
What is Carbon's refund policy?
When is my payment due?
Your payment is due at the beginning of your appointment for initial visit costs and after the visit based on your treatment plan. If you have insurance, you will be responsible for paying your copay or coinsurance, unless your out-of-pocket maximum has been met. Otherwise, you’ll be responsible for paying your bill out-of-pocket by either card or cash.
How can I view my bills?
How can I pay my bills?
After being seen at a clinic, a provider will go over your recommended treatment plan and any costs associated with it. If you have insurance, we’ll bill your insurance company and any remaining expenses not covered by insurance will be your responsibility. If you’re paying out of pocket, we’ll review the additional expenses with you before proceeding and you’ll be responsible for paying those expenses at the end of your visit. We accept most insurance carriers, PPOs, Medicare. If you would like to pay out of pocket we accept cash and cards.
How do I pay my visit costs?
Upon arrival at the clinic and before being seen, you’ll be prompted to pay for your visit costs. If you have insurance, this will be your co-pay or co-insurance and if you’re paying out of pocket it’ll be based on the prices of our services, which you can find at: carbonhealth.com/insurance-pricing. We accept most insurance carriers, PPOs, and Medicare. If you’d like to pay out of pocket we accept cash and cards.
Do you charge a membership fee?
What payment methods do you accept?
We accept most insurance carriers, PPOs, and Medicare. If you’d like to pay out of pocket, we accept cash and cards at our urgent care and primary care clinics, but we do not accept cash at our pop-up clinics and travel clearance sites. If you’re paying out-of-pocket, please review our list of services and their prices: https://carbonhealth.com/insurance-pricing.
What are my financial responsibilities during an appointment?
Copays, coinsurance, or self-pay fees are due at the time of service. All remaining balances will be due upon receipt of a patient invoice after your insurance has determined benefits processing your insurance claim, this may include deductible amounts or non-covered service balances. If you'd like to make other arrangements to pay your balance or have questions regarding the statement, please contact Carbon Health before the date on your statement. The Carbon Health billing team’s email address and phone number will be listed on the statement.
How much does a COVID test cost?
Yes, we do charge for COVID testing. We offer four types of tests: Same-day NAAT, same-day antigen, same-day RTPCR, and next-day RTPCR. For travel clearance or non medical events- patients must for these tests out-of-pocket at the time of service (prices and availability vary in some locations).
Do you accept my insurance?
We are contracted with most insurance carriers, PPO's, as well as Medicare. If you don't see your insurance carrier on our insurance and billing section, please give your health insurance plan provider a call to double check. The number can be found on your plan card. Service and benefit coverage vary based on geographic location or between an Urgent Care or Primary Care visit. While we do accept Medicare, at this time we do not accept Medi-Cal.
