Q: When do I first get charged?
A: You get charged for a whole month (or year if you want) at your first in person or telemedicine visit where you receive medical care.
Q: What payment methods do you take?
A: Credit cards, debit cards, checks, and cash. Although we have minimal cash on hand in the office and will typically give account credit as “change” instead of actual cash change.
Q: I joined after the month started; why should I pay for the whole month?
A: Some companies do prorated rates cases like this. We do something different but it has the same benefit for you. If your first medical visit is on the 12th (for example), we allow you to pick when your recurring billing date is. We will keep this recurring billing date every month. So in the example, if you were seen on the 12th you could pick the 15th as your auto-billing date.
Q: I received a bill and it’s more than my membership fee! Why is this?
A: In your emailed invoice, you should have a breakdown of where the fees come from. Often a lab fee, IV fluid, prescription, or complicated procedure fee will be added on as a one-time charge to your monthly membership fee. You will always know the exact amount to expect before you receive your bill. If you prefer to pay for the extra product/service when it’s received, please let us know and we can push the charge through immediately.
Q: What if I don’t see the doctor that month? Do I still have to pay the membership fee?
A: Yes. The way that we are able to keep our prices low and offer such a wide variety of free services and discounts is to have the predictability of steady income. If you are ever in doubt that you are milking us for all we are worth, please call! We can take a look at your particular situation and see what further discounts or free services/procedures we can provide to you.
Q: What if my credit or debit card gets stolen?!
A: Let us know as soon as possible. We can send out a secure cc/debit request link in your email once you have a replacement card.
Q: Your child memberships are such a great deal! Can I sign up my child by themself?
A: You can sign up all of your children at either $20/month or $200/year (that’s two months for free!) as long as you sign up at least ONE adult caregiver with them. If it makes more financial sense for you to sign up your child alone (no caregiver), the child price per month is $60/month.
Q: I signed up my child and they were seen in the clinic. I’m on board with joining as well, but how soon do I need to be seen to start my membership?
A: Once the child is seen and a subscription is started, their caregiver needs to be seen in the clinic within 4 weeks to start their own subscription.
3 Month Minimum Membership
Q: Is there a minimum length of membership?
A: Yes. We ask that you give us a 3 month commitment to fully take advantage of all we can offer you. This allows us time to invest in our doctor-patient relationship and get to know how we can help you best.
Q: Do I have to pay the 3 months all at once?
A: At this time, no. We understand that everyone’s budget may not allow this.
Failed Payments, Late Fees, and Restart Fees
Q: If my auto-pay doesn’t work, how will I know?
A: You will receive an automated email from our EHR notifying you of this. You will also be contacted by our office manager, Kalina. We understand how sensitive money issues can be and often it’s just a one-time innocent mistake. We hope to convey support and fairness in all communications about money.
Q: When does a late fee get added and how much is it?
A: A late fee of $10 per person will be added to your account 14 days after your auto-bill date has been rejected and no resolution has been found. Our office manager, Kalina, will be reaching out to you periodically before this date to try to find a solution.
Q: What if my bill remains unpaid between 14-27 days after the auto-pay date?
A: You have 28 days after the auto-pay date to pay the lingering charges. Only one late fee will be given. All pending bills are still due.
Q: What if my bill remains unpaid for 28 days after the auto-pay date?
A: After 28 days beyond the auto-bill date, your account is placed on hold and you cannot receive care, advice, prescriptions, refills, etc until your remaining charges are paid. All pending bills are still due.
Q: What if my bill remains unpaid for 35 days after the auto-pay date?
A: Your chart is archived (closed) and you will have to pay a restart fee to resume care. All pending bills are still due.
Q: What if I want to restart care after voluntarily leaving or having my chart archived for any reason?
A: There will be a $150 restart fee to resume care plus the typical membership charges.
Cancellation of a Membership
Q: I’ve fulfilled my 3 month minimum length. How do I cancel my membership?
A: We need to have written documentation of your desire to cancel your membership. Texting or emailing will go right into your chart to avoid any mistakes.
Q: I haven’t fulfilled my 3 month minimum length, but I still want to quit. What happens?
A: We need 72 hours notice to cancel a membership. You will still be responsible for any remaining charges already on your account and the monthly membership fees for however many months you have left to make it to 3. These will be added to your account and a note will be made to cancel your subscription after your bills are paid.
Q: Is there a fee for quitting?
Q: How much notice do I have to give for quitting?
A: 72 hours. Every patient has a different auto-charge date (1st, 5th, 10th, 15th, 20th, or 25th). If you have any doubt about what your auto-charge date is, please reach out to us! Make sure to reach out 72 hours BEFORE your personal auto charge date so you don’t have to pay for an extra month.
Q: What if I paid for 4+ months in advance but want to quit before my paid-for time is up?
A: We will give a prorated refund for your remaining time. There will be a one time $5 refund fee.
Q: Will you guilt trip me for quitting?
A: Never. We want what is best for your healthcare. And we recognize that it’s not always us. We will support you in your transition to another PCP.