To better serve you, we are happy to provide answers to some of the most common questions we hear from our patients. Please contact our office with any other questions you may have.
What do I need to bring to my first appointment?
You should bring current medications, a list of allergies with reactions, surgery history, insurance card, photo ID, Power of Attorney and Guardianship (if you are not the legal guardian).
What information do you need if I am being seen for a new Workers’ Compensation claim?
We MUST have Workers’ Compensation information from you at the time of service or you will be considered a self-pay patient. We will need you to bring the name of the company, address, phone number, adjuster’s name and phone number with extension if available, policy number, and claim number.
If I am on Mercy Care Advantage/AHCCCS Mercy Care/Mercy Care Commercial insurance, what type of paperwork will I need to provide?
We MUST have hospital discharge papers or a referral from your primary doctor at the time of service.
How soon can I be scheduled for my surgery?
Most often the doctor will indicate when surgery should be scheduled for the best possible outcome. Our office has the ability to accommodate surgeries the next day, next week, or next month.
Will the office obtain my surgery authorization if one is required?
Yes, our office will do its best to obtain any necessary authorizations from your insurance carrier if one is required. However, in some instances we may require help from you with this process.
Where will my surgery be performed?
The doctors perform outpatient surgeries in many locations throughout the Valley. These locations include: Canyon Surgery Center, Gateway Surgery Center, Greenbaum Surgery Center, Piper Surgery Center, John C. Lincoln North Mountain, St. Joseph’s, Phoenix Children’s, Banner Good Samaritan, Banner Desert, Mercy Gilbert, and Chandler Regional.
Are any procedures performed in the office?
There are some procedures that can be completed in the office at the doctor’s discretion.
Will I have to pay anything before my surgery?
Patients with commercial insurance plans or those who have no insurance will be required to make a payment prior to the surgery date. The amount will be determined when your surgery is scheduled.
What are my pre-surgery payment options?
We accept all major credit cards, Care Credit, cashier’s checks, and cash. Personal checks are not accepted for pre-surgery payments.
Are you going to bill my insurance for my surgery?
If you choose to use your insurance plan, our office will submit the claims on your behalf for the surgery.
What type of anesthesia will be used for my surgery?
This is determined by the type of procedure you will be having and any medical conditions you may have. The type of anesthesia used will be up to the anesthesiologist to decide.
If my doctor is not available, can another doctor in the practice perform my surgery?
In most cases, no. You will need to have the surgery with the doctor who is treating you.
What other surgical services are offered?
A few of the doctors are plastic surgeons and perform a range of cosmetic procedures, including BOTOX, breast augmentation/reduction, and tummy tucks.
What charges do I have after my surgery?
After your surgery you are granted a “post-op period.” Depending on your surgery, your post-op period will range from 10-90 days. During this time you will be seen in the office for follow-up care directly related to your surgery at no cost. Any care required that is not directly related to your surgery and any additional care after this post-op period will come with a charge. Examples of these charges are:
- X-rays taken by our office
- Splints or casts applied by our office
- Hardware or pin removals
- Any additional procedures performed in the office, or on an outpatient basis
How can I get my insurance to cover/pay more on my claims?
Because our physicians are not contracted with your insurance company, the first payment made by your insurance company is usually paid at your out-of-network benefit. Our office, combined with the diligence of our patients through our appeals process, has been successful in motivating insurance companies to re-process patient claims at a higher reimbursement, which reduces the patient’s out-of-pocket cost. Please see our sample appeals process. For more information, you may contact our office at firstname.lastname@example.org.
Bureau of Medical Economics:
In the event your account is transferred to our outside account managing company, you may contact them directly by calling (602) 252-3469 or visit http://www.bmecollect.com/.
What does non-contracted/non-participating mean?
Non-contracted/non-participating are terms used by insurance companies to identify providers who do not have a signed contract with them. Currently the physicians at the Arizona Center for Hand Surgery are non-contracted providers with most commercial plans. This means that any services you receive from one of our physicians will be at your out-of-network rate. For more information on your out-of-network benefits, please contact the member services department for your specific insurance company and they will give you more details.
How can I pay my bill?
The Arizona Center for Hand Surgery accepts all major credit cards, money orders and checks.
We also use Care Credit—a medical credit card that, upon approval, allows you to pay your balance with our office and repay the borrowed money per your agreement with Care Credit. Please visit the Care Credit website for more information.
In addition, we offer a six month payment option that allows you to divide your charges into six equal monthly payments made directly to our office.
To pay your bill you can:
Use our patient portal to pay your bill online.
Call our billing department at (602) 258-4788, option 5 then option 2.
Mail payments to:
P.O. Box 7587
Phoenix, Arizona 85011
How can I appeal a denied claim?
Contact your insurance company and find out about their appeals/grievance process and what options you have in your benefit plan. Keep accurate records of who you speak with, what number you called, the date, and reference numbers for your calls. You may also reach out to your company’s Human Resources department for help. Above all, be persistent with the insurance company and check back as necessary. In your appeal, emphasize that the treatment was emergent and that you should not be penalized for a lack of participating or contracted providers.
At Arizona Center for Hand Surgery, we look forward to giving you the personalized care that you deserve. Serving patients of all ages and with varying conditions, we look forward to offering you unsurpassed experience and respect that works best for you. Call our office at (602) 258-4788 for more information about the services that we provide.