Our Policies

We are so glad you’re here! At Now Health, we are committed to providing you with the high-quality, personalized healthcare that you and your family deserve while we work together to promote your overall health. Our goal is to be compassionate about our billing practices while balancing the fact that we are a business. To achieve this goal, we prefer to make our expectations clear before your first visit to our practice. If you need any clarification about these policies or if you have any questions, please let one of our business team members know so they can serve you accordingly.

General Office Policies Appointment Policy Insurance Billing & Financial Policies Prior Authorization

General Office Policies

We work hard to provide a safe, clean, respectful environment to all of our patients, providers and staff. To accomplish this, we have established the following in-house guidelines:

Childcare: Our office does not provide childcare. Children cannot be left unattended. We recommend that you do not bring your children to the office for visits where sensitive physical exams are being performed.

Cell Phones: To be respectful of our patients’ privacy and treatment space, our workplace is a cell phone free zone. Please take any calls before arriving at the office, and silence all cell phones upon entering the clinic. Thank you for helping to create a healing environment.

Fragrance Free Environment: Recognizing the needs of all our patients, we wish to provide a chemical and fragrance free environment. We request that all patients, guests and visitors not wear perfume, aftershave, scented hand lotion, scented hair products, essential oils, and/or similar products into our office.

Appointment Policy

Appointment Commitment: We consider an appointment confirmed when it is scheduled, and we reserve time specifically for you with our providers depending on what we deem will allow us to best serve you on your journey to optimal health. Our office is different in that we don’t schedule multiple patients at the same time. Accordingly, we expect our patients to respect this by keeping their reserved appointments.

When we reserve an appointment for you, our provider is counting on you to be here.

Missed appointments or cancellations with short notice are not acceptable to the level of care and service we strive to provide. If you must cancel or reschedule your appointment, please give us at least two business days’ notice; otherwise, a cancellation fee of $100.00 may be applied to your account. You will be required to pay this fee prior to scheduling further appointments. If you miss an appointment due to extenuating circumstances, please let us know so we may evaluate your situation with the compassion and empathy it deserves.

Insurance Billing & Financial Policies

We accept a variety of different insurance plans and are in-network with Aetna, Blue Cross, and Cigna. Our knowledgeable business team can help you with any questions or concerns regarding your insurance and payment information.

As a service to you, we will file insurance claims on your behalf for up to two policies. It is your obligation to provide us with all necessary insurance information, including your card. Please bring your current insurance card to every visit. Your insurance policy is a contract between you and the carrier to pay for agreed upon medical care. We strongly encourage you to become familiar with your plan and the benefits it provides, as well as any exclusions or limitations. We cannot know the details of each plan and are counting on you to do so for your own benefit. Your insurance company is required to provide you with an EOB (explanation of benefits) which explains what we billed on your behalf and what they did or did not pay as a result. We advise you to read these and reach out to your insurance company should you have questions about your coverage.

The bill you receive from Now Health, LLC is an agreement between you and Now Health, LLC. You are fully responsible for all charges to your account regardless of your health insurance coverage.

NOTE: Many insurance companies do not pay for certain physicals and non-covered services. As a result, Now Health, LLC will collect $50.00 for sports physicals and $300.00 for DOT physicals at the time of your visit. You are responsible for full payment of any non-covered services. In the event your insurance unexpectedly pays for a service that you paid for causing a credit on your account, you will be issued a refund.

We will do our best to maximize your insurance reimbursement, but ultimately you, the patient, are responsible for any fees or payments that remain. As a courtesy to you, we will estimate your charges and any out of pocket investment you will make in your care and this estimated amount will be due at each visit. Any estimated charges are just that—an estimate—and are in no way a guarantee that there will not be a future balance on your account that you will need to pay. If you do not have insurance, payment in full will be expected at each visit. For your convenience, we accept cash, Visa, MasterCard, and Discover. We happily accept credit cards over the phone, too.

If you have a balance on your account, you will receive a monthly statement. If you have questions or need assistance with your account, please contact our billing team immediately. If you choose not to fulfill your financial obligation to our practice within 90 days, it will be considered in everyone’s best interest to refer your account to a collections agency, and your account will be assessed a $25.00 late fee. We urge you to avoid this scenario by keeping in contact with our office regarding your account, as we do not wish to negatively affect your credit status. If your account becomes delinquent, we will consider you to be out of relationship with our office and your appointments may be cancelled. If your account is referred to a collections agency, you may be dismissed from our practice.

Good Faith Estimate:

As of January 1, 2022 under Section 2799B-6 of the Public Health Service Act, our office is required upon request to provide you with a good faith estimate of expected charges for items and services if you are not enrolled in a health insurance plan or a Federal health care program, or you are not seeking to file a claim with your plan.

Fees for Services:

Fees for medical services are based on our costs and are carefully evaluated. We consider factors such as level of professional attainment, supplies, time, administrative costs, and much more. Please understand there may be fees applied to your account for additional services such as completion of forms and that it can be challenging to provide precise financial information regarding your care. We are proud of our fees. If you have any questions, please let us know.

Acceptance of Responsibility:

I understand that I am financially responsible for all charges to my account regardless of any insurance coverage. I hereby authorize release of any information needed and also authorize my insurance company to pay directly to Now Health, LLC any benefits applicable for services rendered. I know it is my responsibility to notify Now Health, LLC of any changes to my account including insurance coverage, mailing address, phone number, emergency contact, etc. I give permission to Now Health, LLC to contact me via phone, email, fax, regular mail, or other means as deemed necessary to provide optimal care or to collect any account balances. I have had the opportunity to ask any questions related to the financial aspect of my treatment at Now Health, LLC, and I agree to the content of this document.

Prior Authorization

So the pharmacy says I need a prior authorization…

First of all, what is a prior authorization??

A prior authorization is a system of determining if the insurance company thinks that the medication that your provider prescribed to you is medically necessary- mostly because they don’t want to pay for it. Therefore, we have to justify it to them using medical history and diagnosis codes. Recently, with the changes in our healthcare system, insurance companies are requiring us to justify your need for the medication prescribed more and more; even if you have been on the medication previously.

Prior authorizations are not something that we are aware of until you go to the pharmacy to pick up your medication. Each individual insurance plan has it’s own set of rules (which are continuously being re-written). As providers, we do not know what your insurance is going to do when we write you a prescription. It would actually behoove you to look up a list of covered medications by your insurance company specific to your plan. That way, you would have a better idea of what they will pay for.

Also, IT IS IMPERATIVE that you know which medications you are taking currently and what dose you are taking. This is important for many reasons… but in this case, if we have not seen you previously or don’t have your full medical record, there are oftentimes questions on the PA paperwork that we cannot answer. Most people have seen more than one provider for the same issue. For that reason, keep track of medications that you have tried for a particular condition and if it has helped or not- or if you have had an adverse reaction to it. Knowing this is important because a prior authorization form oftentimes asks us what meds you have tried and failed in the past. Sometimes, this will justify them paying for the medication we’ve prescribed.

For testosterone patients specifically:

Know your baseline testosterone number. As I stated above, if we do not have your full medical record and/or you have seen different providers… we have no idea. It’s up to you to know that.
MOST insurance companies don’t recognize TRT as medically necessary; especially if your baseline testosterone was/is not under 280ng/dl. Therefore, they won’t pay for it- EVEN WITH A PRIOR AUTHORIZATION.
If you have to wait for the prior authorization to go through, please be patient. You may not feel as good off the hormone, although there are no immediate health repercussions.
Some insurance companies require TWO baseline readings below 280ng/dl before they will cover the hormone. This means you have to discontinue the testosterone for at least two weeks before having a baseline drawn; and then… you have to wait at least 1-2 weeks to have a second baseline. IF BOTH ARE NOT UNDER 280ng/dl- they won’t pay for it.
Oftentimes, it is cheaper (and less of a hassle for everyone) to use GoodRx- either online www.goodrx.com or download their app for your smartphone. It’s free. Our local Walgreens will cover 10ml for between $27-$40.

So, in a nutshell. Please be patient with our staff if you require a PA for a medication or an imaging study. We don’t know ahead of time what your insurance is going to do and it takes TIME to get this resolved. We do everything that we reasonably can within a week of receiving the request. We don’t have direct access to the insurance company. We are not taken care of faster then you are. If you’ve ever called your insurance company… you know how long you can be on hold. So, again, be reassured that we are doing what we have to do and keep in mind that it takes time. If your PA requires additional info from you; you may have to schedule a nurse visit in order to facilitate the form being filled out. We will bill your insurance for a nurse visit for this.