Billing FAQ
Why Was I Charged? Understanding Your Bill
At our clinic we strive to keep billing clear and straightforward. If you’re inquiring about a recent charge, rest assured it’s valid and, in most cases, reflects your insurance member responsibility—such as deductibles or coinsurance—as communicated to us by your carrier. This amount should align with your Explanation of Benefits (EOB) in your insurance portal. If you don’t see it yet, the claim may still be processing, which can take a few weeks.
We’re here to help you understand every step—check out our FAQ below for answers and next steps.
FAQ: Billing Questions Answered
Why do I have an additional charge on my account?
Additional charges typically arise from your insurance carrier’s updates and adjustments—most often due to an unmet deductible or coinsurance amount. For example, you paid a $20 copay assuming that was all, but your carrier processed the claim and a deductible applies, your carrier will instruct us to collect the remaining amount. This is your member responsibility, and it’ll match your EOB once processed.
I need a refresher course on how deductibles and copays/coinsurance works?
Of course! Insurance can be complex, and we’re happy to help clarify how deductibles, copays, and coinsurance work. You can find a helpful video and a detailed FAQ on our Insurance Page.
Why didn’t anyone call me about this charge?
Most mental health clinics practice point-of-sale collections. We charge at the time of service as outlined in our terms of service, collecting only what your insurance communicates as your responsibility. This point-of-sale collections approach ensures timely payment for our clinicians who are all independent contractors—whose livelihoods depend on timely compensation. It’s part of our standard process.
Why do you charge at the time of service instead of waiting?
We practice point-of-sale collections to keep our practice running smoothly. Our clinicians are contractors, not salaried staff, so timely payment for their services is critical—it’s how they’re compensated for the care they provide. Waiting on insurance delays could disrupt that, so we bill your responsibility upfront based on information communicated by your insurance carrier.
This feels expensive—why so much?
We understand insurance costs can seem high. These are discounted rates negotiated by your carrier, not set by us. For instance, the total cost of the session reflects your plan’s terms—deductibles or coinsurance can bump up your share until you hit your out-of-pocket max.
Do you have payment plans?
Yes, we provide flexible financing options through Care Credit.
I don’t see this charge in my insurance portal yet—what’s up?
If it’s not in your EOB, the claim’s likely still processing with your carrier, which can take a few weeks. Once it’s finalized, the amount should match what we’ve charged as your member responsibility.
I think there’s a mistake—what should I do?
If you believe your insurance carrier made a mistake and didn’t process your claim correctly, we recommend contacting your insurance carrier to review the claim. As a courtesy, we can provide a screenshot of the claim—email our medical biller Kristina at billing@brightpinepsych.com. Most discrepancies tie back to deductible or coinsurance updates.
Can I talk to someone about this?
Of course! Reach our biller, Kristina, at billing@brightpinepsych.com with questions. If you’d prefer, you can also discuss this with your clinician or we can arrange a call with our Director or Operations or Managing Partner—just let us know.