For Patients

Pay Your Bill

  • Online

    The easiest way to pay your bill is through our online patient portal. The patient portal allows you to safely pay your bill. You can pay from your checking account or debit/credit card (American Express, Discover, MasterCard, or Visa).

    Important Notice
    To pay your bill, only use this site: https://www.carecentrix.com/patients.
    No other external websites or bill processing organizations are authorized by CareCentrix for member billing or payment.

  • By Phone

    Call us at 1-877-989-9059. Be sure to have the below ready:

    • A copy of your bill.
    • Your credit card or checking account information.
    • Pen and paper to write down your confirmation number.
  • By Mail

    Return the coupon at the bottom of the bill with your payment. Write your account number on the check. Do not send cash.

    Mail your payment to:

    CareCentrix
    PO Box 277947
    Atlanta, GA 30384-7947

We’re here to help.

Our goal is to answer your questions quickly. We will start with answers to common questions. If you don’t see the answer you need, please contact us.

Female patient with doctor

Important Documents

  • Patient Rights and Responsibilities

    To view Patient Rights and Responsibilities, please click here.

  • Non-discrimination Notice

    To view our non-discrimination notice, please click here.

Questions?

  • Answer: A patient, patient representative, or ordering doctor can request a breast pump by phone or fax. Please include the information listed below when calling or faxing the request.

    • Patient’s full name (mother or expecting mother).
    • Date of birth.
    • Due date or delivery date.
    • Pump delivery address.
    • Insurance ID number.

    By Fax:
    1-800-700-2085

    By Phone:
    1-800-808-1902

  • Answer: Many health plans allow you to request a breast pump between 27 and 32 weeks of pregnancy or later. Contact your health plan’s number on the back of your insurance card for your plan’s rules.

  • Answer: Your health plan may require a doctor’s order. Contact your health plan’s number on the back of your insurance card for your plan’s rules.

  • Answer: Your health plan may cover manual breast pumps, double electric breast pumps, or hospital-grade breast pumps (if medically necessary). Contact your health plan’s number on the back of your insurance card to find out what your plan covers.

  • Answer: Contact your health plan’s number on the back of your insurance card for your plan’s rules.

  • Answer: You must select from the choice of breast pumps available through the CareCentrix network.

  • Answer: Contact your health plan’s number on the back of your insurance card to find out what your plan covers. Your plan may require prior authorization.   Some plans require a doctor’s order and/or a letter of medical necessity.

    Many hospital-grade/institutional breast pumps are rental only. Most health plans only offer a monthly rental option.

  • Answer: Breast pumps are usually delivered within 10 business days after we provide your order to a provider. Hospital grade breast pumps can be received more quickly when needed. If you do not receive your breast pump in 10 business days, please call CareCentrix at 1-800-808-1902.

  • Answer: Generally, no. If you do not receive your breast pump within 10 business days after your order was placed, please call CareCentrix at 1-800-808-1902.

  • Answer: Answer: Yes. CareCentrix will need your most recent sleep study results and a doctor’s order the first time you order supplies. A doctor should contact CareCentrix to initiate a request for CPAP services. Once a patient is set up with a provider for services, a doctor’s order for new services can be sent directly to that provider. A doctor’s order is not needed for existing CPAP services such as refills for ongoing supplies.

    CareCentrix is not contracted with all health plans for CPAP and supplies.

    Phone:
    1-800-808-1902
    8 a.m. to 8 p.m. EST, Monday- Friday; on call staff are available after hours.

    Fax:
    1-866-536-5225
    Available from 8 am. –  to 8 p.m. EST (Monday through Friday)

    Electronic:
    For Cigna sleep patients/contracted providers only
    www.cigna.sleepccx.com
    Available 24 hours a day, 7 days a week.

  • Answer: Your doctor will send an order to us for home care services, such as nursing, physical therapy, equipment or supplies. We then arrange the covered home care services through one of our credentialed network providers.

  • Answer: Your doctor must send the orders for the supplies or equipment to us. The order must include your diagnosis, name, date of birth, physical address, contact phone number and insurance information. Once we receive and complete our review of these orders, we will arrange the covered home health services with one of our network providers.

  • Answer: Yes. Your doctor must tell us the frequency of your testing and the specific brand of supplies requested. Ask your doctor to fax this information to 1-800-700-2085.

    CareCentrix is not contracted with all health plans for diabetic supplies.

  • Answer: The best way to return rented equipment is to contact your provider directly to discuss the return. Non-rented (purchased) supplies or equipment cannot be returned to CareCentrix. Some equipment may carry a warranty with the manufacturer. There should be a sticker on your equipment or supplies that contains their contact information. If the sticker cannot be found, please call CareCentrix at 1-800-808-1902. Do not return any equipment or supplies to CareCentrix. These will be returned to the sender.

  • Answer: Appeals should be sent to your health plan directly. Call the number on the back of your insurance card for information regarding the appeals process.

  • Answer: Contact your health plan’s number on the back of your insurance card to find out what your plan covers.

  • Answer: Call 1-800-808-1902 to get an estimate for your expected out-of-pocket cost share.

  • Answer: Bills for co-pays, co-insurance and deductibles are generally received about 45 days after services were delivered.  You are expected to pay within 30 days of receipt of the bill.

  • Answer: Pay CareCentrix for all co-pays, co-insurance and deductibles owed for the covered home care services you receive. CareCentrix pays your provider in full for those services.

  • Answer: Answer: We offer several ways to pay your CareCentrix bill.

    Online

    The easiest way to pay your bill is by signing up on our online portal at https://www.carecentrix.com/pay, which allows you to securely pay your bill from your checking account or debit/credit card.

    By Phone

    Speak with an associate to pay by phone. Call us at 888-254-6351.

    Be sure to have the below ready.

    • A copy of your bill.
    • Your credit card or checking account information.
    • Pen and paper to write down your confirmation number.

    By Mail

    To pay by mail, return the coupon at the bottom of the bill with your payment. Write your account number on the check. Do not send cash.

    Mail your payment to:

    CareCentrix
    PO Box 277947
    Atlanta, GA 30384-7947

  • Answer: The payment plan you set up was for all bills that were in the system at the time you set up the payment plan. If you got a new bill, call us at 1-800-808-1902. Follow the prompts. We can add additional bills to your existing payment plan.

  • Answer: Tell us about your secondary insurance plan by calling us at 1-800-808-1902.

    Be sure to have the below ready.

    • Your first and last name.
    • Date of birth.
    • CareCentrix account number.
    • CareCentrix bill number.
    • Primary and Secondary insurance carriers.
  • Answer: Tell us about your new billing address or email address by sending us a secure email at patientbillingquestions@carecentrix.com or call us at 1-800-808-1902.

    Include the below in your email.

    • Your first and last name.
    • Date of birth.
    • CareCentrix account number.
    • Past billing address or email address (if updating your address).
    • Preferred method of communication (email or phone).
    • Contact number.
  • Answer: For patient portal technical support, please contact InstaMed toll free at 1-866-INSTAMED or 1-866-467-8263.

    If you need help with any of the below or have other questions, email us a patientbillingquestions@carecentrix.com or call us at 1-800-808-1902.

    • I overpaid my account.
    • I am looking for a status on my refund.
    • I received a bill or collection notice and need some information.
    • I have not received a bill from CareCentrix and need one.

    Include the below in your secure email.

    • Your first and last name.
    • Date of birth.
    • CareCentrix account number.
    • Preferred method of communication (email or phone).
    • Contact number.
    • Best time to call.
  • Answer: Answer: The patient must provide authorization for you to speak to us. Authorization can be provided verbally by the patient on the call.  The patient can also complete a HIPAA authorization form. Click here to download our form. Follow the instructions on the form to return the completed form to us.

    Contact Information

    Regular Business Hours

    8:30 a.m. – 5 p.m. EST

    General Inquiries

    Please call 1-800-808-1902

    Pay Your Bill

    Please call 1-877-989-9059

    Submit Orders via Fax

    1-800-700-2085 or 1-877-627-6688

  • Answer: Please click here to access our Notice of Privacy Practices.  You can also go to the Privacy Policy section on our homepage.

Contact Information

  • Regular Business Hours

    8:30 a.m. – 5 p.m. EST

  • General Inquiries

    Please call 1-800-808-1902