Question 1

How much does COVID-19 testing cost?

Accepted Answer

The following information is for COVID-19 testing only and does not apply to a regular visit to a Carbon Health clinic or any non-coronavirus related visits. If you have insurance that is accepted by Carbon Health,   your insurance must cover diagnostic COVID-19 testing without patient cost sharing whether you are asymptomatic or symptomatic and/or do not have a confirmed exposure. If your insurance is not accepted by Carbon Health,  your insurance plan must process claims as in-network to cover diagnostic COVID-19 testing without patient cost sharing whether you are asymptomatic or symptomatic and do not have a confirmed exposure. If you are not insured, there is no cost for COVID-19 testing.   As part of the Families First Coronavirus Response Act and the CARES Act, you will have to fill out a short form at the clinic or site at the time of your COVID-19 testing appointment. COVID-19 travel testing or expedited testing  is 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 .

Question 2

Do you accept insurance?

Accepted Answer

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.

Question 3

How much will my co-pay be?

Accepted Answer

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.

Question 4

What are co-pays? What are deductibles?

Accepted Answer

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. 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. Co-pays and deductibles are just two parts of the health insurance equation. In general, plans that charge lower monthly premiums have higher co-payments and higher deductibles. Plans that charge higher monthly premiums have lower co-payments and lower deductibles.

Question 5

What does it mean if my insurance is not verified?

Accepted Answer

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

Question 6

How do I add my insurance if I'm on my family's plan?

Accepted Answer

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.

Question 7

When will I get my bill?

Accepted Answer

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. Happy to help!

Question 8

My credit card was charged by 'direct urgent care'

Accepted Answer

If you were a patient at one our Direct Urgent Care clinics in the Bay Area and have any billing questions or concerns please email us at billing@carbonhealth.com anytime or call us at 1-415-200-2133. Our typical phone hours are 9:30am-5pm PT, Monday through Friday.

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