Frequently Asked Questions

Question: I can’t read my bill or understand what it says?

Question: I have recently moved. How can I update my address?

Question: I gave my insurance information at the time of service, why haven’t you billed it?

Question: Did you bill my secondary insurance?

Question: I already received a bill from the hospital for this service. How come I am receiving a second bill for the same service?

Question: Can you bill Worker’s Compensation for my claim?

Question: Why do I need a referral or authorization?

Question: Why wasn’t the referral authorized by my insurance?

Question: Why didn’t my insurance pay for this service?

Question: Why is the amount paid by my insurance less than the amount allowed?

Question: How come the payment that I made for this visit was applied to an earlier date of service?

Question: Can I drop off a payment at your office?

Question: What are my payment options?

Question: I am having difficulty paying my bills and cannot pay my balance in full right now. Is there anything I can do to keep this from going to a collection agency?

Question: I put my insurance information or new address on the back of the statement. Why wasn’t it billed correctly?

Question: I provided my new insurance at my last visit. Why did you bill my old insurance?

Question: I still need to contact your office, how do I reach you?

Question: I can’t read my bill or understand what it says?

Answer: Click here to download a copy of a standard patient statement is provided. Point your cursor over each area of your statement to receive an explanation of each area of your statement. If you questions are still not answered you may contact our office through this website or you may phone our office at the number listed at the top of your statement.
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Question: I have recently moved. How can I update my address?

Answer: You can do it quickly and easily right here on our website. Or you can mail a letter to the address at the top of your patient statement or call our office and change your address with one of our patient representatives.

Question: I gave my insurance information at the time of service, why haven’t you billed it?

Answer: If you were seen at a hospital based facility, such as an emergency department, radiology department, or were in the hospital when you were seen by the physician, you may have provided your insurance information to the hospital instead of the physician group themselves. Occasionally, this information is not transferred to the actual provider and we may need you to provide the information to us directly. If you were seen at the actual physician’s location and provided insurance information, it may just be a miscommunication or error. To expedite the filing of your insurance claim you may sign on to the secure patient site to submit your updated information. You may also contact us during normal business hours at (425) 656.4255 or Toll Free 1 (866) 677-0100
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Question: Did you bill my secondary insurance?

Answer: If we have your secondary insurance information on file, we will send a bill to your secondary insurance after your primary insurance has processed your claim. If you are unsure if we have your insurance information click here or contact us at (425) 656-4255 to verify that we do have your secondary insurance information and that it has been billed out. You can also send an email to info@e-medex.com
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Question: I already received a bill from the hospital for this service. How come I am receiving a second bill for the same service?

Answer: When you are seen at any hospital facility, the hospital will send you a bill which covers the use of the facility, equipment, nursing staff, etc.. Physician services are not billed by the hospital and the physician must bill for their services separately and directly to the patient.
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Question: Can you bill Worker’s Compensation for my claim?

Answer: Yes, we normally can bill Worker’s Compensation, but we need this information in order to do this. Your social security number, the name of your employer, the date of injury, your workers compensation claim number and the name and address of the worker’s compensation carrier. Please enter this information here on this website.
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Question: Why do I need a referral or authorization?

Answer: The insurance plan that you are covered by requires that you receive authorization from them in order to receive insurance benefits for services rendered anywhere other than by your primary care physician. This includes office visits by other physicians, surgeries, radiology services, or emergency services. In order to receive a referral authorization you must contact your primary care physician or your insurance plan to determine how an authorization can be obtained. If you have been notified by your insurance that they have authorized your visit please contact us with that information. call us at (425-656-4255) or email at info@e-medex.com
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Question: Why wasn’t the referral authorized by my insurance?

Answer: We do not receive this information from your insurance company and you will need to contact them for clarification.
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Question: Why didn’t my insurance pay for this service?

Answer: We have very limited information as to why the insurance didn’t pay for a particular service. The reason we were given appears on your statement the first time we send you a bill. It is always best to contact your insurance company for this information but you can contact our office by using our patient question link or contacting our office during normal business hours.
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Question: Why is the amount paid by my insurance less than the amount allowed?

Answer: There can be many reasons for this. Many insurance companies have a specified amount that they pay per procedure regardless of the physicians charge. Other reasons could be that your procedure is an ineligible expense, your deductible may not have been met or a co-payment is required on certain services. In some cases if you have a secondary insurance, that plan may pick up the difference after the first insurance pays. In some cases you are responsible for the balance remaining.
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Question: How come the payment that I made for this visit was applied to an earlier date of service?

Answer: When we receive payment from you, we generally apply the payment to the oldest date-of-service first. This prevents the oldest date-of-service from being turned to a collection agency.
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Question: Can I drop off a payment at your office?

Answer: We do not accept payments at our office. If you do not have a checking account, credit or debit card and you must pay by cash, please purchase a money order with your payment. It is best to mail your payment to the address located on your statement. If you do not have the correct address, please contact us so that we can provide you with the correct address.
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Question: What are my payment options?

Answer: If the provider you were treated by accepts credit cards, there will be a credit card logo at the top of your statement. If you see a credit card logo on your statement, you may submit a credit card payment through the mail or we also will take a credit card payment over the phone. Or click here to submit your payment information over our secure website. We also accept checks or money orders mailed to the PO BOX listed at the top of your statement.
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Question: I am having difficulty paying my bills and cannot pay my balance in full right now. How can you help me?

Answer: In some cases your physician or facility will accept payment plans for balances in the event of a hardship. The acceptable amount of payments or duration of a payment plan varies from office to office. Please contact our office to discuss these arrangements directly.

Valley Medical Center (425) 251-5178
Overlake Hospital Medical Center (425) 688-5124

If your hardship is severe and you were seen at a Hospital Facility there are programs that allow you to apply for assistance and/or determine eligibility for a program reducing the amount owed. Programs vary from hospital to hospital and the phone numbers for the Hospitals our clients work from are provided below. Please contact them directly so that that they can provide detailed information and eligibility requirements unique to your personal situation. Once you have been approved for an assistance program (where available) you will need to notify our office by providing a copy of your award letter and contacting us to make specific arrangements.

In NO circumstances do you want to ignore billing statements and avoid dealing with paying your bill. If you do not pay and do not call to make arrangements your account may go to a collection agency and may go on your credit report. This will affect your credit score and your ability to borrow money in the future.
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Question: I put my insurance information or new address on the back of the statement. Why wasn’t it billed correctly?

Answer: The address that you send your statements to is usually a “lock-box”. This is like a “post-office box” at the bank. The bank will then process your payment and send us a copy of the check along with a copy of the front of the statement. The back of the statement is not copied, therefore any information listed there will be lost. The statement used to print your bill is a form used for all types of providers and we cannot delete the back portion to discourage its use. You may provide this information to us directly by clicking here.
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Question: I provided my new insurance at my last visit. Why did you bill my old insurance?

Answer: We are very sorry if this has occurred – mistakes can happen from time to time in many cases this information crosses in the mail or the mistake can be the result of a miscommunication We apologize for the inconvenience. To expedite the filing of your insurance claim, please contact us with the correct insurance information and we will correct our error and bill the correct insurance immediately.
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Question: I still need to contact your office, how do I reach you?

Answer: Our normal business hours are from 8am to 4pm, Pacific Time. Our Local number is 425-656-4255 or you may reach us Toll Free at 1-866-677-0100. If you have your account number or a statement you may sign onto our secure link and send an email to us after hours and we do our best to respond within one business day.
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