Office Policies
Cancellation, No Show, and Late Fees: We ask for 24 hours advance notice of any appointment changes or cancellations. Any appointment canceled or changed within 24 hours of the appointment start time will incur a $100 fee. Appointments where the patient is a “no show” will result in a $100 fee. If the patient is more than 15 minutes late, we will make every reasonable attempt to keep appointments as scheduled. If we are unable to accommodate them, they will be charged a $50 fee for each missed service.
Care Plan and Pre-Scheduling: We ask all patients to adhere to our pre-scheduling policy. Scheduling will be based on your care plan. This will provide you with a convenient time for your services, minimize patient wait times, and improve treatment efficiency. Front desk staff cannot add or remove services from your treatment plan. If you would like to make changes to your prescribed care plan, we will arrange a time for you to speak to the doctor.
Appointment Confirmation: We strive to make our schedule operate efficiently and minimize patient wait times. Our approach is to pre-schedule your appointments as prescribed by your Care Plan. We will text and email reminders to the patient about their upcoming appointments. We offer text as the preferred communication tool to confirm upcoming appointments.
Providers: All our providers are world class and aware of your specific case, care, and needs. Though we will try to accommodate any preference for a specific provider, we ask that you be open to receiving your service from any of the appropriate providers.
Financial Responsibility: The Patient is financially responsible for the fees we charge for the services we provide to the Patient. If the Patient has insurance, we will bill their insurance carrier as a courtesy, but we make no assurances about their carrier's decision to make payment. If we participate in the Patient's insurance plan, the Patient will only be responsible for any co-payment, deductible, or co-insurance set by their benefits program. If we do not participate in the Patient's insurance plan, the Patient will be responsible for any co-payment, deductible, or co-insurance set by their benefits program and also for the difference between the allowable amount the Patient’s carrier pays us for our services and our fee for those services, which is likely higher than the allowable amount set by their carrier.
Medicare Patients: Medicare covers 80% of allowable charges. You will be responsible for the remaining 20% plus any deductibles. If you have secondary insurance, we will bill this balance to your insurance carrier. Any remaining balance - including a coinsurance or deductible from the secondary insurance - will be your responsibility. You may also be responsible in the case of a non-covered charge. In these circumstances, you will be asked to sign an Advanced Beneficiary Notice, that describes the service that may not be covered by Medicare along with the cost of that service.
Payment Method: The Patient agrees that their credit card will be securely stored in Complete Wellness’ third party processor. Patient authorizes Complete Wellness to charge the credit card on file for the agreed Payment Terms as well as for any additional fees agreed to by the Patient and Complete Wellness, including appointment late fees and no show fees. This authorization will remain in effect until the Patient provides written notice of cancellation of care.
Insurance Reimbursement: Some insurance companies pay medical fees by sending checks for Complete Wellness directly to the patient. These checks are to be transferred to Complete Wellness Medical. You can transfer the funds by:
- **Endorsing the check to Complete Wellness and post mailing the check and the explanation of benefits to Complete Wellness (551 Madison Avenue, #1201 NY NY 10022) **
- **Endorsing the check to Complete Wellness and dropping the check and the explanation of benefits at the Complete Wellness Office. **
- **By requesting a link to make payment by credit card (a processing fee will be added to the total) and scanning / mailing / or dropping off the explanation of benefits. **
If the check and explanation of benefits is not received within 14 days of receiving the checks, the patient may be responsible for paying the check amount to Complete Wellness directly, via the credit card on file.
Canceling Care: A patient may cancel care at any time by written notice to Complete Wellness.
Reactivating Care: Any patient who has not had treatment in 45 days (6 weeks) or more will be considered a ‘reactivated patient’. Reactivated patients will be asked to have a Reactivation Visit to re-evaluate them before continuing care. Reactivated patients may or may not have a new financial responsibility, which we will verify before their appointment.
Complete Wellness reserves the right to update these policies at any time without advanced notice. Last updated January 2023.
Contact Us
Any questions? We are here to help. Text or call us:
212-737-9000
Link: tel:212-737-9000