Frequently asked questions

Office Information


Our office has moved to 9370 Studio Court, Suite 100E Elk Grove, CA 95758. Due to the COVID-19 restrictions in place for Sacramento County we will need to make some temporary changes to providing psychiatric services during this unprecedented time. For the foreseeable future, we will be utilizing HIPAA Compliant Telehealth for our current/existing patients treatment plans. Practice standards require all Patients be seen in person, at minimum, every three months.




Office Staff


Judy Mendoza is the primary contact to schedule my appointments, handle any insurance related matters and to answer any questions about our services.




Insurance


We accept most major health insurance, including Anthem, Aetna, Cigna, Medicare, United Health Care (UHC), Optum and United Behavioral Health (UBH). Due to the number of various insurance plans, we do suggest that you contact your insurance company to confirm that our practice participates in your insurance plan and that you are aware of your benefits (deductible, copay and number of visits allowed).




Appointment Information


Because appointment hours are reserved for you, we would appreciate being notified of any changes to your schedule that may affect your appointment. If you need to reschedule your appointment, we kindly ask for 48 business hours (2 business days) advance notice so we can accommodtae other Patients on our waiting list. If appointments are not cancelled 48 hours in advance or you do not show up, you will be automartically charged the full fee for the missed session. This fee will not be billed to your insurance company and is payable prior to scheduling any future visits. Appointments can be changed by calling us at (916) 747-2346.




Payments


All payments are due at time of service in order to receive a meeting invite. Now and beyond the COVID-19 pandemic our office has switched to touchless payments. You will receive a PayPal invoice by email before your appointment time for all copays, deductibles and coinsurances. Even without a PayPal account, payment is quick, easy and secure. You will need only your credit card information and billing info. We offer the following bill pay options:

  • Pay the emailed invoice the day of your appointment
  • Call our office to give us a verbal authorization to run your credit card on file
  • You can create an account online 24/7 through our secure website at https://www.heatherhallmd.org/pay-bill-online

Please note some HSA (Health Savings Account) Credit Cards may need to be processed over the phone or by having a credit card on file consent form




Letters/Forms


Letters and/or forms are often requested by patients (or their parents) to be sent to schools, employers, etc. You will be charged a letter-writing fee for this service, minimum of $25, depending on the complexity of the letter and information necessitated. For letters needing to be written for more professional matters, a minimum fee of $50 will be assigned and needs to be paid prior to any letter being written. Please note that our office does not submit any forms electronically.




Prescription Refill Requests


Please contact your pharmacy for all refill requests at least one week prior to running out of your medication. This is to ensure that the pharmacy has your medication available and a prior authorization is completed (if needed). Prescriptions written during clinical sessions are free of charge. Same day requested refill prescriptions written without an office visit will be charged $10 for regular prescriptions and $25 for controlled medications.




New Patients


OUR PRACTICE IS CURRENTLY FULL WE ARE NOT ACCEPTING ANY NEW PATIENTS AT THIS TIME




Practice Forms


Our office now offers a paperless way to complete your Patient Forms. You will receive an Adobe E-Sign email to complete and for your eSignature (Electronic Signature). You do not need an Adobe account or to download our forms. Signers just click the link to sign documents from anywhere, 24/7 using a browser or mobile device. How to fill and sign a PDF form: 1. Open a PDF document in Acrobat DC. 2. Click the “Fill & Sign” tool in the right pane. 3. Fill out your form: Complete form filling by clicking a text field and typing or adding a text box. ... 4. Sign your form: Click “Sign” in the toolbar at the top of the page. ... 5. Send your form: For more information on how to complete your forms, you can watch this video for detailed instruction. FILL OUT AND SIGN YOUR PDF FORM If you prefer to print them at home or work, we ask that you scan the completed forms and email it back to us at info@hhallmd.com or fax it to (916) 747-0902. Please click on the form name to download:




Telehealth Policy


Effective immediately, any patient who is seen via telehealth can do so without any prior insurance verification required. We are confident that insurance providers will support covering telehealth visits in light of COVID-19.

If you are a new patient, we will email you our patient registration/consent forms for you to complete through Adobe E-Sign and for your eSignature (Electronic Signature) in order to receive telehealth services. Please email info@hhallmd.com a copy of the front and back of your current insurance card(s) and a copy of a valid picture ID for us to upload into your chart. During your appointment please have your picture ID and current medication bottles with you to show Dr. Hall.

If you are a current patient, in order to receive telehealth services, you will need to complete our Telepsychiatry Consent form. We will email you an Adobe E-Sign (Electronic Signature) for you to complete for us to provide this service. If you need to update any information (Insurance, Home address, Contact information) please let our office know so we can send you a form to complete.

We will contact you about 15 minutes prior to your appointment time to offer you any assistance with the log in or payment process.




Credit Card on File FAQ


Q: How does the automatic billing process work?

A: Your credit card will be captured today and stored securely. After your insurance carrier responds and provides us your remaining balance due we may charge the patient responsibility to your credit card on file, not to exceed the maximum balance due indicated in the agreement. Your credit card on file will only be charged when you have a balance owing on your account or for a non-covered service.

Q: How will I know how much you are going to charge me?

A: You will receive an explanation of benefit from your insurance carrier that explains exactly, according to your health insurance coverage and benefits, how much of your healthcare bill is your responsibility and how much the insurance paid along with any contractual adjustments.

Q: What if I need to dispute my bill?

A: We will always work with you to resolve any issues and will refund you if we have made a billing error. We will only charge the amount that we are instructed by your insurance carrier to collect from you in the same way that we normally determine how much to send you a statement for in the mail. If you disagree with how your insurance carrier processed the claim you will need to contact their customer service department directly.

Q: Will I receive a statement or receipt for the charges automatically billed to my card?

A: Not automatically. Your insurance carrier EOB and your credit card statement will be your receipt. You can at any time contact us to have an account itemization emailed to you.

Q: What is a deductible?

A: An annual deductible is the dollar amount you must pay out of your own pocketing during your plan year for medical expenses before your insurance begins to pay. For example, if the policy has a $1,000 deductible, you must pay the first $1,000 of medical expenses before your insurance will begin to pay. Your insurance company must receive a claim to process in order to apply balances towards your deductible. Even if you have a high deductible plan we encourage you to have us submit the claim to your insurance so you receive a contractual adjustment and the services can be applied towards your deductible.

Q: Is my credit card secure?

A: Yes, we do not store your sensitive credit card information in our office. Keeping your card on file, offsite, in an encrypted payment gateway actual enhances security because it reduces exposure at each visit.




What is Telehealth?


Telepsychiatry (also known as Telehealth/Telemedicine) provides psychiatric services using interactive video conferencing tools, such as Zoom, in which the psychiatrist and the patient are not at the same location. Telepsychiatry will allow the patient to receive medical care without the need to visit the office. You can use your phone, tablet, or computer to see your provider from anywhere in California.

How It Works

On your mobile device:

  1. Go to Google Play or App store

  2. Download “Zoom Cloud Meetings” app

  3. Click on the Zoom Icon

  4. Select ‘Join a Meeting’

  5. Enter your Meeting ID number and password from your email invitation.

On your desktop or laptop:

  1. Open your appointment reminder email

  2. Click on the zoom.us link

  3. Select ‘Join a Meeting’

  4. Enter your Meeting ID number and password from your email invitation.

For more information on how to connect via telemedicine, you can watch these videos for detailed instruction.

JOIN A MEETING

JOINING & CONFIGURING AUDIO AND VIDEO

FAQ

Q: Do I need an account to use Zoom?

A: It is not required to join a meeting as a participant.

Q: Is Telehealth safe and secure?

A: We are using Zoom's HIPAA Compliant platform. Zoom is known to incorporate network and software security protocols to protect the confidentiality of information and audio/visual data. These protocols include measures to safeguard the data and to aid in protecting against intentional or unintentional corruption. You can review the HIPAA Compliance Guide of Zoom at https://zoom.us/docs/doc/Zoom-hipaa.pdf

Q: When will I get my meeting invite?

A: On the morning of your appointment you will receive an email invitation. Please connect at your scheduled appointment time. After logging on you will be placed into a virtual waiting room until Dr. Hall (the host) connects on her side to your meeting.

Please Note: You have will have a different Zoom meeting ID and password for every appointment.

We will contact you about 15 minutes prior to your appointment to offer any assistance with the log in process. If you have any questions, please contact us at (916)747-2346.





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