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Billing FAQs

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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 a ProHealth office with cash, check, Visa, MasterCard, or Discover.
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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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Express Care FAQs

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  • No. All Express Care centers are open to the public.

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  • No. Walk-in patients are welcome at all Express Care locations. But if you prefer, you can make an appointment.

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  • If you’re a ProHealth patient, all of your health records will be available electronically. Your ProHealth primary care team will also see that you visited an Express Care center and follow up with you.

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  • Yes. If you have a primary care doctor, our Express Care team will send them information about your visit.

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General FAQs

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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, imaging centers, physical therapy, care for ADHD, hearing centers, walk-in care 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 on hand:

    • For appointments: 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 FAQs

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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 FAQs

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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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Physical Therapy FAQs

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  • It depends on the insurance plan. As a courtesy to you, ProHealth Physical Therapy will check with your insurance provider. We strongly recommend calling your insurance carrier to check on your plan’s coverage.

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  • Your physical therapist will do a complete evaluation based on your needs and your doctor’s referral. This could include checking:

    • Posture
    • How you walk and move
    • Range of motion
    • Strength
    • Soft tissue mobility
    • Joint mobility
    • Swelling of any areas of the body
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  • Wear comfortable clothes that allow you to move freely. If you’re being seen for a knee problem, wear or bring a pair of shorts. You can change into a patient gown if you prefer. For shoes, sneakers are best. Don’t wear sandals, dress shoes or heels.

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  • It depends on the treatment. Most visits take less than an hour. We understand that your time is important and we make every effort to use it well.

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  • Yes. Please bring the person who will be assisting you the most at home. That way, your therapist can teach both of you how to do your home program.

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Sleep Services: General FAQs

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  • Most insurance companies need certain information before approving a sleep test. We gather that information during your appointment.

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  • Your consultation will take place at one of our sleep centers. For a list of locations, visit Sleep Services.

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  • You should plan on spending about 40 minutes with one of our clinicians.

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  • If you have one, please bring it. The information it contains will help us better understand the treatment you’ve been receiving.

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Sleep Services: Home sleep studies FAQs

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  • The device must be on and recording for at least seven hours.

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  • If you get up during the night for any reason, leave the device on and recording. The only time you need to turn off the device and remove it is when you get up in the morning.

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  • Blinking lights from red to green are normal. Solid red lights are not. If you see a solid red light on your device for longer than 10 minutes, dial the on-call phone number.

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  • A pulse oximeter is a small, clip-on device that measures oxygen levels. If it’s uncomfortable on your index finger, it’s okay to move it to another finger.

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  • It takes seven business days for us to get your test results. Once we have the report, the sleep center will schedule an appointment with you to review it.

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  • Someone at the sleep center will go over your test results and your treatment plan with you. We’ll also send results to your primary care physician.

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Sleep Services: In-lab sleep studies FAQs

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  • Please see Sleep Services for a list of our sleep lab locations.

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  • Plan to arrive at 8:30 p.m. You’ll leave around 6:30 the next morning.

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  • Please bring:

    • Insurance card
    • Photo ID
    • Reading glasses if needed; there will be forms to complete prior to bedtime
    • Comfortable sleep clothes (no satin or silk)
    • Personal care items, such as a toothbrush, toothpaste, shampoo, comb or brush 
    • Medications that you normally take at night or early in the day
    • List of current medications
    • Favorite pillow and blanket if that will help you sleep better
    • Reading materials, if you normally read at night
    • If you’re on CPAP, please bring your mask but not your CPAP unit
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  • If you have a medical condition or disability, a caregiver may stay with you during a sleep study. Parents are also allowed to stay with their child during a sleep study.

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  • Please call 1-860-231-2919. Technicians take calls after 7:30 p.m.

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