Patient PortalHelp & information · Insurance and billing
Insurance and billing
Paying a balance. Your home page shows what you owe us, statement by statement — only what your insurance said is yours to pay — and a Pay online button that opens our secure payment page (you sign in there with the account number on your statement). Insurance balances are never shown — those are not yours to pay. You can always call us instead.
What your insurance pays
We bill Medicare, Medicaid or your insurance plan for you, as a courtesy, when you sign the service agreement. Before or at delivery you receive an estimate of anything you may owe. With traditional Medicare, Medicare pays 80% of its allowed amount once your yearly deductible is met; the remaining 20% is your coinsurance unless a secondary insurance covers it.
What you may owe
- Deductibles, copayments, coinsurance and any item your plan does not cover.
- If your insurance denies a claim as not medically necessary, or you asked for an item Medicare does not cover, you may be responsible for it. When Medicare may not cover an item we tell you first with an Advance Beneficiary Notice so you can choose.
- Please tell us within 30 days when your insurance changes — a claim sent to the wrong plan comes back to you.
Returns
By federal and state rules, supplies dispensed for home use cannot be re-dispensed, so they cannot be returned for credit. Defective items are exchanged — tell us within 24 hours of delivery. Rented equipment goes back when your prescriber ends the service.
If paying is hard
We do not waive copayments and deductibles as a routine — federal law does not allow it. If paying would be a genuine financial hardship for you, ask us: send us a message from this portal or call (251) 443-7667. We review each request individually, on your own financial situation, and an approval is reviewed again every 12 months.
Questions about a bill
Call (251) 443-7667 and ask for Billing, or send a message from this portal (“A question about a bill”). Have the statement in front of you; we will walk through it line by line.