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Billing FAQ

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  • Please call customer service toll free at 1-800-924-7952. You can also email us at ProHealthPhysiciansCT@optum360.com. A representative will review your account and get back to you quickly.

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  • You can pay your balance in one of these ways:

    • Online: Check balances, make payments, and set-up automated payment plans through our secure online bill pay. Accepted payment options include Visa, MasterCard, Discover, American Express (including branded FSA/HSA cards), ACH, PayPal, and Venmo.
    • Phone: Call 1-800-924-7952 to check your balance and make payments any time of day via our automated phone payment system. Payment options include Visa, MasterCard, Discover, and American Express (including branded FSA/HSA cards).
    • In person: Pay at any ProHealth office with credit and debit cards from Visa, Mastercard and Discover, including HSA, FSA and prepaid cards. You can pay with cash at select ProHealth locations. Find them here. 
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  • Payment is expected upon receipt of a billing statement.

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  • We need to make sure that you are the patient or person responsible for the account. We also want to make sure that the information we have is correct.

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  • No. Once we process your payment, we shred any papers that include your credit card information. 

    Also, any credit card or bank account information that you save on our secure online bill pay site can’t be accessed by ProHealth employees.

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  • Please bring your most recent insurance card to every appointment. Also, make sure that the billing address and contact information we have for you are correct. If you ever get a bill that has an error, please call us right away. 

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  • Yes. Please call customer service or email ProHealthPhysiciansCT@optum360.com.

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  • Please call customer service or email ProHealthPhysiciansCT@optum360.com. We will review your account. If a refund is due, we will take care of it quickly.

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  • Insurance carriers deny claims for many reasons. If you have questions about why a claim was denied, call customer service or email ProHealthPhysiciansCT@optum360.com. One of our representatives will review your account and explain what happened. 

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  • Our representatives are not medical professionals. Their job is to focus on billing. If you have a medical concern, please contact your doctor’s office.

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  • A collection letter is one last effort to collect a balance due on your account. Payment is due within 10 days from the date on the letter. If we don’t receive payment, your account will be turned over to our external collection agency.

    If you’re having financial problems, you have options. Please contact your doctor’s office or customer service during business hours to go over them.

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After-hours and same-day care FAQ

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  • Always call 911 in an emergency. You should go to the nearest emergency room (ER) for life-threatening problems, such as:

    • Breathing problems 
    • Chest pain
    • Major injuries 
    • Poisoning 
    • Serious wounds 
    • Signs of stroke, and other serious problems 
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  • Yes. At select offices, we have expanded our care teams. This has opened up more early morning and evening appointments.

    We recommend that you call us as early as possible. We tend to fill our same-day appointments early in the day. 

    If you can't find a time that works for you, we may be able to book you at another ProHealth location. Or, we can direct you to the right place for care.

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  • No. To help reduce wait times for our patients, we no longer offer walk-in visits.

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  • Yes. Whether you’re sick or have routine questions, we're here for you. You can contact us 24/7.

    On weekends and after office hours, we have a medical team ready to take your call. They will ask about your symptoms and guide you to the care you need.

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  • No. We only schedule appointments for our patients. If you would like to become a ProHealth Physicians patient, you can call our new patient hotline at: 1-855-CTMD-411 (1-855-286-3411), TTY 711. 

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General FAQ

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  • Whether you’re sick or have routine questions, we're here for you. For life-threatening conditions, call 911 or go to the nearest emergency room (ER). 

    For anything else, always call your doctor’s office first — 24 hours a day, 7 days a week. Our doctors and nurses can help make sure you don't make unnecessary visits to the ER. 

    Each day we set aside special times for urgent visits. Even after office hours, we have a medical team ready to take your call. Our team will ask you about your symptoms and guide you to the care you need.

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  • Our services include: 

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  • Primary care doctors focus on prevention and helping you stay well. There are different types of primary care doctors:

    • Pediatricians care for infants, children and young adults. 
    • Family medicine doctors care for newborns to seniors. 
    • Internists care for adults. 

    All three offer a wide range of services, from wellness exams to caring for you when you’re ill. If specialty care is needed, our primary care doctors will coordinate your care. 

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  • As a ProHealth patient, you can expect clinical excellence and personalized care. Other benefits include:

    • We’ve developed quality standards and best practices for health care delivery across the board.
    • In addition to primary and specialty care, we offer a wide range of services. These include our own laboratory, blood draw centers, imaging centers and sleep services. 
    • We use secure electronic health records. These give our care teams, lab and hospitals immediate access to your health information, helping improve care.
    • We help train medical and nursing students from the UConn School of Medicine Division of Primary Care. This gives students the real-world experience they need to provide quality care.
    • Our services are set up in a way that allows our care teams to spend their time focusing on what matters most — you, the patient.
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  • Please have the following ready:

    • For appointments, have your current insurance information.
    • For prescription renewals, call your pharmacy directly.
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  • We accept most major health plans.

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HIPAA FAQ

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  • HIPAA stands for Health Insurance Portability and Accountability Act of 1996. It’s a set of national standards for protecting patients’ health coverage and health care information.

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  • HIPAA was created to protect and improve:

    • Consumer rights
    • How health care is delivered
    • Quality of health care
    • Privacy of personal health information
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  • People and organizations that must meet HIPAA guidelines include:

    • Health care providers
    • Health plans
    • Health care clearinghouses
    • Business associates
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Laboratory FAQ

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  • Blood tests may be done at your doctor’s office, a ProHealth blood draw center or a Quest Diagnostics draw center.

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  • It depends on the test. Please ask your doctor for specific instructions.  

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  • Please contact your doctor’s office directly to get lab results. If you’ve signed up for myProHealth powered by FollowMyHealth®, results will also be available in the patient portal.

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  • For your convenience, we partner with Quest Diagnostics. After blood is drawn at a Quest patient service center, it’s sent to our lab for analysis. 

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