Patient Questions

& Billing

We’re here to help.

Our goal is to answer your questions quickly. We’ll start by highlighting several key areas and frequently asked questions, or topics. If you don’t see the answer you need, please contact us.

Female patient with doctor

Pay Your Bill

  • Online

    The most convenient way to pay your invoice is by registering through our online patient portal, which allows you to securely pay your bill from your checking account or debit/credit card (American Express, Discover, MasterCard, or Visa).

  • By Phone

    Please call us at 1-888-254-6351. Be sure to have the following ready:

    • A copy of your invoice.
    • Your credit card or checking account information.
    • Pen and paper to record the confirmation number that we will provide you.
  • By Mail

    To pay by mail, simply return the remittance coupon attached to the bottom of the invoice with your payment; please write your account number on the check. Please do not send cash. Mail your payment to:
    CareCentrix
    PO Box 277947
    Atlanta, GA 30384-7947

Questions?

  • Answer: A breast pump request can be started by the patient, patient representative, or ordering physician by calling or faxing (see the numbers below) the complete orders. Please make sure to include all of the information listed below when calling or faxing the request.

    • Patient’s full name (must be the mother or expecting mother)
    • Date of birth
    • Expected due date or delivery date
    • Address to where the breast pump should be delivered
    • 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 gestation or later. Please contact your health plan’s number on the back of your insurance card for your plan’s specific policy.

  • Answer: Depending on your health plan, a physician’s prescription may be required. Please contact your health plan’s number on the back of your insurance card for your plan’s specific policy

  • Answer: Depending on your health plan’s benefits, the following may be covered: manual breast pump, double electric breast pump, or hospital-grade breast pump (if medically necessary). Please contact your health plan’s number on the back of your insurance card for your plan’s specific benefit coverage.

  • Answer: Please contact your health plan’s number on the back of your insurance card for your plan’s specific benefit coverage regarding retail purchases.

  • Answer: Due to variances in supply, accommodations for specific models or brands cannot be made. Your health plan provided feedback that the selection of breast pumps available through CareCentrix providers is acceptable.

  • Answer: Please contact your health plan’s number on the back of your insurance card for your plan’s specific benefit coverage.  If your doctor has prescribed and your plan covers hospital-grade breast pumps, CareCentrix requires a prescription and, for some health plans, may also require a letter of medical necessity to process the request. Prior authorization may be required by your health plan. (Please note that institutional/hospital-grade breast pumps are rental only, and most plans only offer a monthly rental option.)

  • Answer: Breast pumps are usually delivered in 10 business days from the date CareCentrix assigns the order to a provider. Hospital grade breast pumps may be processed as expedited when needed. If you do not receive your breast pump in 10 business days, please call CareCentrix at 1-800-808-1902.

  • Answer: In most cases, you will not receive a call prior to delivery. If you do not receive your breast pump within 10 business days of the order being placed, please call CareCentrix at 1-800-808-1902.

  • Answer: Yes. If CareCentrix is contracted with your health plan to provide CPAPs and supplies, the first time you order supplies, CareCentrix will need your most recent sleep study results and a prescription to complete your order. A physician should call CareCentrix to initiate a request for CPAP services; however, a prescription and copy of the sleep study summary from your doctor needs to be provided to the rendering provider in order for these services to be provided. Once a member  is established with a provider for services, a prescription for new services can be sent directly to that provider. A prescription is not needed for existing CPAP services (e.g., to refill ongoing CPAP 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: CareCentrix receives orders for home care services, such as nursing or physical therapy, equipment and/or supplies, prescribed by your treating physician. We then coordinate the covered home care services through one of our credentialed network providers so that the services are delivered by the date your physician has specified.

  • Answer: We will need your doctor to fax the written orders for the supplies and/or equipment you need along with your diagnosis, name, and date of birth, physical address, contact phone number and insurance information to CareCentrix. Once we receive and complete our review of these orders, CareCentrix will coordinate the covered home health services, supplies or equipment you need by contacting one of our participating home care providers and arranging for them to provide your ordered services by the date that was specified by your doctor.

  • Answer: Yes. If CareCentrix is contracted with your health plan to provide diabetic supplies, then CareCentrix will need to know the frequency of your testing and the specific brand of supplies requested. Please have your doctor fax this information to: 1-800-700-2085.

  • Answer: The simplest way to return rented equipment that you no longer need is to contact your local provider directly to discuss your return. Non-rented (purchased) supplies or equipment unfortunately cannot be returned to CareCentrix, however some equipment may carry a warranty with the manufacturer. On your equipment or supplies, there should be a sticker containing their contact information. If the sticker cannot be found, please call CareCentrix at 1-800-808-1902. Please do not return any equipment or supplies to CareCentrix; these will be returned to the sender.

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

  • Answer: Please contact your health plan using the number on the back of your insurance card to find out the coverage your plan has for any prescribed home health services or equipment.

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

  • Answer: Bills for patient cost share amounts (co-pays, co-insurance and deductibles) are generally received approximately 45 days after the date service(s) are rendered. Responsible parties are expected to pay within 30 days of receipt of the bill.

  • Answer: You will need to pay CareCentrix for all co-pays, co-insurance or deductibles owed for covered home care service. CareCentrix will pay your provider for all covered services.

  • Answer: We offer several ways for to pay your CareCentrix bill. Select the method below that is most convenient for you.

    Online

    The most convenient way to pay your invoice is by registering through our online patient 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 a representative to pay by phone. Please call us at 888-254-6351.
    Be sure to have the following ready:

    A copy of your invoice.

    Your credit card or checking account information.

    Pen and paper to record the confirmation number that we will provide you.

    By Mail

    To pay by mail, simply return the remittance coupon attached to the bottom of the invoice with your payment; please write your account number on the check. Please do not send cash.

    Mail your payment to:CareCentrix
    PO Box 277947
    Atlanta, GA 30384-7947

  • Answer: The payment plan you established was for all invoices that were in the system at the time you set up the payment plan. If you received a new invoice, please call us at 1-800-808-1902 and follow the prompts so we can add additional invoices to your existing payment plan.

  • Answer: Please notify CareCentrix of your secondary insurance plan by calling us at 1-800-808-1902.
    Be sure to have the following ready:

    Your first and last name.
    Date of birth.
    CareCentrix account number.
    CareCentrix invoice number.
    Primary and Secondary insurance carriers.

  • Answer: Please notify CareCentrix of your new billing address or email address by sending us an email at patientbillingquestions@carecentrix.com or call us at 1-800-808-1902.

    When sending an email, please include:

    • 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 assistance with any of the below or have additional questions, please email us at patientbillingquestions@carecentrix.com or call us at 1-800-808-1902.
    • I overpaid my account.
    • I’m looking for a status on my refund.
    • I received an invoice or collection notice and need some information.
    • I haven’t received an invoice from CareCentrix and need one.

    When sending an email, please include:
    • 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: Yes, however, before doing so, the patient must provide authorization for the caregiver to speak to CareCentrix on his/her behalf. Authorization can be provided verbally by the patient on the call, or, if the patient is not available, he/she must complete a HIPAA authorization form. Please click here to download our HIPAA authorization form. Please follow the instructions on the form to return the completed form to CareCentrix.

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 1-888-254-6351

  • Submit Orders via Fax

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