Billing & Office Policies

Billing & Office Policies

What You Need to Know Before You Go


Have a Question About Your Bill?

If you have questions about your bill, customer service representatives are available to answer your questions Monday through Friday, 9 a.m. to 5 p.m. at 833-961-2458 or

Online Bill Pay

For your convenience, we accept Visa, MasterCard, Discover and American Express. All patient bills can be paid through our patient portal, MyChart. You can learn more about MyChart by visiting our Frequently Asked Questions page. You can learn more about MyChart by visiting our Frequently Asked Questions page.

Collections Policy 

Accounts will be considered past due thirty (30) days from the date of the first statement. Please contact our Billing department at 833-961-2458, Monday through Friday from 9 a.m. to 5 p.m., if you are unable to pay your balances in full within 30 days. 

Patients are responsible for providing current insurance information to Holy Cross Health Partners front desk staff at each appointment. Having your correct insurance information on file will prevent claim problems and billing issues. If you receive a statement that shows no insurance payments or adjustments, you will need to contact our billing department at 833-961-2458. Please read your statement messages, as they are important and will inform you of your account status. Note that insurance companies have timely filing limits. If Holy Cross Health Partners is no longer able to file the claim with an insurance company due to timely filing limits, the claim balance will be the patient’s responsibility. 

Office Policies 

After Hours Physician  

We provide on-call coverage during nights and weekends to ensure that patients can reach a Holy Cross Health Partners provider whenever health issues arise. You can reach the on-call provider by dialing the office number after hours. Our answering service will then page the on-call provider who will contact you directly. If you have an emergency, please call 911. 

Insurance Verification and Copays 

Patients are expected to present an insurance card at each visit. All co-payments and past due balances are due and payable at the time of service. 

Cancellations and Missed Appointments 

Should you need to reschedule or cancel an appointment, we require at least 24-hour notice to make the time available for another patient. If a patient does not show or fails to cancel an appointment without proper notice three times within an 18-month period, it may be necessary for us to consider discharge from the practice.  

Prescription Refills 

You can quickly and easily request a prescription refill through your MyChart patient portal. Other options for requesting a prescription refill include: 

  • Contact your pharmacy and ask that they fax a request to our office 
  • Call and leave a message for your provider 

Please allow three business days to complete prescription refill requests. We will contact you if we have any questions about the request; otherwise, please assume the pharmacy has your refill.              

Reporting of Test Results 

Test results are available in the MyChart patient portal as soon as they are received. This means you may receive notification that your test results are in MyChart before your provider has had a chance to review the results. Please know that your provider will contact you to discuss any abnormal results and next steps.  

Patients who are not enrolled in MyChart will be notified of their results by their provider or the provider’s clinical assistant via mail or phone. If for any reason you do not receive communication regarding results on a test after two weeks, please contact our office.   

Motor Vehicle Accident and Workers Compensation Cases 

Holy Cross Health Partners only manages motor vehicle accident and workers injury cases for existing patients. Patients are responsible for notifying Holy Cross Health Partners when a visit is related to a motor vehicle accident or workplace injury. Furthermore, the patient is responsible for providing Holy Cross Health with the appropriate billing information (insurer, claim #, date of injury, etc.). 

Patient Forms

Please complete the following forms prior to your first visit: