For Patients

We accept all major credit cards and e-check. We do not accept CareCredit and 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 registering on the Patient Portal. Please be aware it may take 24-48 hours for a new statement to appear on the Patient Portal.

You will need to pay CareCentrix for all co-pays, 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 are not a Wellcare member, CareCentrix will pay your provider for all covered services.

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 automatic payment collect 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.

Coverage 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.

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 visit www.carecentrix.com/other-request, or call us at 833-592-1093 and follow the prompts for billing.

• 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.

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. We also collect the patient cost share owed for your covered home care services as specified by your health plan. You may receive a bill from your provider for any services provided that were determined to be non-covered by your health plan.

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

• nursing or physical therapy
• equipment and/or supplies.

We then coordinate the covered home care services. We do this through one of our credentialed network providers.

Please click here to learn more about home health.

You can notify CareCentrix of new information by:

• clicking here
• calling us at 833-592-1093 and follow 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 if you want someone else to have access to your patient account. Complete an Authorization to Disclose form or file a power of attorney. Please click here to download the Authorization to Disclose form.

Completed forms should be sent 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

If the required form is not on file, the patient must be present on the phone call to provide verbal authorization to release personal information.

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:

Imagenet
PO Box 30722-3722
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:

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

Once we receive and complete our review of the order, CareCentrix will coordinate the covered home health services, supplies, or equipment by contacting one of our participating home care providers to provide your ordered services.

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 members 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:

• call our toll-free Customer Service number at 833-592-1093
• follow the prompts for billing

Please have the following ready when you call:

• your health plan member ID
• name of provider of service
• service or item and number of units so that we can provide an out of pocket estimate

Please be aware this is only an estimate. Actual charges may vary based upon your health plan benefits at the times services are provided.

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 benefit coverage.

For Florida Blue, a prescription is not required. However, you must obtain prior authorization through CareCentrix. 

CareCentrix does not currently coordinate for Willow and Freemie breast pumps.

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.

The following breast pump brands are available through the CareCentrix program:

• Ameda Mya Joy
• Evenflo Advanced
• Motif Twist
• Medela Pump in Style whith Maxflow
• Motif Luna
• Zomee Z2
• Motif Duo
• Lansinoh Signature Pro
• Spectra S2***
• Lansinoh wearable***
• Elvie Stride***
• Medela Maxi Swing***
• Spectra S1***
• Phillps Avent Rechargeable***
• Motif Aura***
• Elvie Stride Plus***
• Spectra SG***
• Medela Hands Free***
• Willow Go***
• Willow Gen 3***
• Elvie Double***

The CareCentrix breast pump supplier is Aeroflow. 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 local 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 CareCentrix customer service department to notify of equipment return at 833-592-1093 and follow the prompts for billing.

Please contact your local 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