For Patients

We accept all major credit cards and payments from bank accounts. We do not accept CareCredit or ConnectCare.

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. Bills are payable within 30 days of receipt.

You can review your account by logging on the Patient Portal. Please be aware it may take 24-48 hours for a new statement to appear on the Patient Portal.

To log into your account, go to www.carecentrix.com/patients. Click on the Pay Your Bill button. Enter the patient account number provided on your bill and your date of birth.

If you need assistance with any of the below or have additional questions, please visit www.carecentrix.com/other-request, or call us at 833-592-1093 and follow the prompts for billing.

• I cannot find my account number.
• 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.

Ebill is paperless. Paying online is faster and eliminates any risk associated with lost or stolen correspondence. By eliminating paper bills and payments, you also reduce your impact on the environment.

You will be notified of any new charges via your choice of e-mail, text or both. The notification includes a link to easily access and review your account online. A copy of the new invoice/statement will be available online.

Go to www.carecentrix.com/patients. Click on the Pay Your Bill button. Simply log into your account by entering your patient account number provided on your bill and your date of birth.

Once you are logged into your account, click on your name in the upper right corner, select Preferences and click on Update Preferences. Check the boxes next to Ebill for email, SMS (text) or both. Enter your email and/or phone and click Save.

Manufacturers or other entities may help you cover your cost share (copay, deductible or coinsurance) for certain medications and services. Call our Customer Service number at 833-592-1093 to find out if you qualify for a Co-pay Assistance program.

If you are already enrolled in a Co-pay Assistance program, please give us a call to let us know. We may be able to bill the Co-pay Assistance program on your behalf.

You will need to pay CareCentrix for all copays, co-insurance or deductibles owed for covered home care service, unless you are a Wellcare member. Wellcare members will pay their cost share directly to the provider.

If you have additional questions regarding your bill or for general questions, call our toll-free Customer Service number at 833-592-1093 and follow the prompts for billing.

Or you may visit www.carecentrix.com/other-request.

Please ensure you have the following information:

• Your first and last name
• Date of birth
• CareCentrix account number
• Preferred method of communication (email or phone)
• Contact number
• Best time to call
• Description of the concern or need for assistance.

To make a payment, call our toll-free number at 1-877-989-9059 or pay online at www.carecentrix.com/patients.

If you need assistance enrolling in AutoPay, please contact our office at 1-877-461-3148.

You can request an itemized receipt by visiting www.carecentrix.com/patients/invoice-or-receipt-request.

Or you can also call our toll-free Customer Service number at 833-592-1093 and follow the prompts for billing.

Please notify CareCentrix of your secondary insurance plan by clicking here, visiting www.carecentrix.com/other-request, or calling us toll-free at 833-592-1093 and follow the prompts for billing.

Please ensure you have the following information:

• Your first and last name
• Date of birth
• CareCentrix account number
• CareCentrix invoice number
• Primary and secondary insurance carriers ID and Group
• Effective dates of coverage

Refer to your explanation of benefits from your health plan or contact your health plan for details on your denial.

Appeals should be sent to your health plan directly. Please call the number on the back of your insurance card for information regarding the appeals process.

CareCentrix is an expert in home care coordination. We work on behalf of your health plan. We help ensure your covered home care is delivered by trained network providers.

CareCentrix receives orders for home care services. These include services prescribed by your doctor such as:

• nursing or physical therapy
• equipment and/or supplies
• home infusion therapy

We then coordinate the covered home care services with one of our credentialed network providers.

You can notify CareCentrix of new information by clicking here, or calling us at 833-592-1093 and following the prompts for billing.

Please allow 24-48 hours to have your account information updated within our systems.

Contact your health plan to update insurance information.

Take these steps if you want someone else to have access to information on your patient account. Complete and submit an Authorization to Disclose, power of attorney, or other similar form. Please click here to download the Authorization to Disclose form.

Completed forms should be sent via secure email to authorizationtodisclosephirequest@carecentrix.com or faxed to: 866-536-8046

You can also mail completed forms to:
CareCentrix, Inc.
Attention: Fax Screening Team
9119 Corporate Lake Drive
Suite 200
Tampa, FL 33634

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

Fax proof of death to 1-813-886-4371 or visit  www.carecentrix.com/other-request..

You could also mail this information to:

CareCentrix – Patient Communications
PO BOX 30723-3723
Tampa, FL 33630

Please ensure to include the following information:

• Patient’s name
• Patient’s date of birth
• CareCentrix Account Number or Intake Number (if available)
• Patient’s billing address

Your doctor should fax the request for the supplies and/or equipment to CareCentrix. The request should have your:

• Patient Name
• Patient Date of Birth
• Patient Physical Address
• Patient Contact Phone Number
• Patient Insurance Name & ID
• Ordering Physician Information
• Diagnosis
• Services/items being requested

Once we receive and complete our review of the order, CareCentrix will coordinate services with one of our network home care providers.

Phone:

• 833-592-1093 and follow the prompts for the intake department.
• 8 a.m. to 6 p.m. EST, Monday – Friday; on-call staff is available after hours.

Our goal is to help ensure that patients have the equipment and services they need, when they need it. The turnaround time is based on the start of care for the services requested.

Yes. If CareCentrix is contracted with your health plan to provide PAPs 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 PAP 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.

You can download a physician referral form here. Have your physician complete the referral and fax to the appropriate fax number for your health plan.

Please contact your health plan using the number on the back of your insurance card. They will help you determine your plan coverage for prescribed home health services or equipment.

To obtain an out-of-pocket estimate of what you may owe:

• Visit your health plan website and find the member section.
• Login with your health plan portal credentials.
• If you do not have a username or password, you will need to register.

Please have the following ready when you access the health plan estimator tool:

• Your health plan member ID
• Your health plan portal credentials
• Name of servicing provider
• Service (HCPCS code) or item and number of units

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 at the number on the back of your insurance card for information on your benefits.

Many health plans allow you to request a breast pump between 27 and 32 weeks gestation or later. Please contact your health plan at the number on the back of your insurance card for your plan’s specific policy.

The CareCentrix’s breast pump supplier is Aeroflow. To find out what brands they offer or to order your breast pump, contact Aeroflow by clicking here.

Contact your health plan to determine if you have any eligibility restrictions on the brand/type of pump. Please note that upgrade fees may apply for certain brands.

The simplest way to return rented equipment that you no longer need is to contact your provider directly to discuss your return. Please do not return any equipment or supplies to CareCentrix. These will be returned to sender.

If equipment is eligible for return, please contact the CareCentrix customer service department to notify of equipment return at 833-592-1093 and follow the prompts for billing.

Please contact your provider for assistance. If you do not know your provider’s phone number, please contact CareCentrix at 833-592-1093 and follow the prompts for billing.

Call our toll-free Compliance Hotline at 1-877-848-8229, send an email to compliance@carecentrix.com, or write to us at the following address:

CareCentrix

Attn: Special Investigations Unit

20 Church Street, 11th Floor

Hartford, CT 06103