Frequently Asked Questions
How do I schedule an appointment?
Schedule an appointment at a location near you by calling 443-481-1140, or request online.
What should I bring to my appointment?
For us to best serve you, it’s important that you bring these items to your visit:
- Relevant forms filled out based on the purpose of your visit
- Photo ID
- Physician referral, if required by your insurance
- Your health insurance card and copay
- List of current medications
- All related medical records, diagnostic reports and your therapy prescription
- Your referring physician and primary care physician’s name, address and phone number
- List of questions and concerns
- Parent or legal guardian, if the patient is under the age of 18
What should I expect on my first appointment?
Your first visit includes a thorough evaluation by one of our therapists. This includes reviewing your medical history, testing to diagnose your condition and assessing your current functional ability level. After the evaluation, your physical therapist will discuss your customized treatment plan with you.
When should I arrive at my first appointment?
Please arrive 30 minutes before your scheduled appointment.
What should I wear to my appointment?
Please wear comfortable clothes to your appointment, since you may be active. Workout clothes and tennis shoes are appropriate. We recommend not wearing jewelry to your appointment.
What are your hours of operation?
Each office maintains its own hours. Visit the Locations page and find your location to view its hours.
Where are your offices located?
What insurances do you accept?
We accept most major insurance plans. View a list of insurances we DO NOT accept.
I’m covered under my insurance and my spouse’s. The deductible is less under my spouse’s insurance. Can you bill his/her insurance and not mine?
Under a provision called Coordination of Benefits, we must bill the insurance that would be considered primary for you. Any medical insurance for which you are the primary holder must be billed before any other medical insurance.
Who is responsible for getting an authorization or pre-approval for a particular service?
We will try to obtain authorization from your insurance company for services provided. However, it is ultimately your responsibility to ensure that services are authorized or pre-approved. Our filing of claims with your insurance company does not guarantee coverage or payment.
Why do I receive questionnaires from my insurance companies?
Insurance companies may need to gather additional information from policyholders before processing payments. For example, they may need details about your injury to ensure it is not a liability case. Or they could need to coordinate benefits if you carry two insurances. Therefore, you should fill out these questionnaires and return them promptly to your insurance company to prevent potential claim denial and non-payment.
What if you don’t participate with my plan?
If you are a member of a healthcare plan with which we do not participate, you may still receive services at our facility. However, these services are considered “out of network” and may not be covered by your health plan. You will be responsible for paying the bill in full or for any balance not paid by your health plan. As a courtesy to you, we initially bill health plans with which we do not participate. But you will be responsible for payment if the plan does not respond promptly to our bill.
How will I know if my insurance company has paid my bill?
After your insurance company has paid and/or processed its portion of your claim, we send you a statement. This statement indicates payments and adjustments that we posted to your account and any balance you must pay. You should also receive an explanation of benefits from your insurance company.
I received a check from my insurance company. What do I do?
Some insurance companies send payment for medical services to the patient instead of the doctor. If you have already paid your bill with us in full, then you should cash the check. If you have not paid your bill with us in full, you should:
- Tell us that you received a check from your insurance company.
- Find how much your account balance is.
You can sign the back of the check and send it to your doctor. Or, you can deposit the check into your checking account and write a check to us.
What’s an Explanation of Benefits (EOB)?
An EOB is a document from your insurance company that shows how they processed your claim. It contains information such as co-pays, deductibles or non-covered services. Keep EOBs for future reference.
What is a co-payment?
A co-payment is a set fee the member pays to providers at the time of service. Co-pays are applied to office visits, etc. The fees are usually minimal. You should be aware of the required co-payment amounts before service. Most times, your insurance card indicates co-payments.
I received notice that my insurance company paid part of my bill. But I don’t understand how they calculated the payment amount. Can you help me?
If we have received any information from your insurance company, we’ll be glad to share it with you. However, for answers to questions about insurance payments, deductibles or co-payments, check with your insurance carrier.
Why are you asking me to contact my insurance company to send payment to AAMG Physical Therapy? Isn’t that your responsibility?
Occasionally we experience difficulty in obtaining payment and ask you to help. There are many different reasons why an insurance company withholds payment. Our patients can usually help resolve these problems.
How do I follow up with my insurance company?
Most insurance company ID cards have a customer service phone number on the back. Before you call, have available your insurance card, date of service, our practice’s name, original billed amount, patient name and claim number if applicable. Write down the name of the person you talked with at the insurance company and ask for the reference number of the call. If the insurance company has not paid the bill, find out the anticipated payment date and ask what they need. If the insurance company does not pay the bill in the stated timeframe, follow up again. If necessary, request to speak to a supervisor.
Other key questions you should ask the insurance company customer service representative:
- Have you received the bill for these services?
- Am I covered for these services?
- When will you pay for these services?
- What portion of this bill will I be responsible for paying?
- What is the status of the account? If paid, ask when and to whom.
Why didn’t my insurance pay?
One or more of the following may apply:
- Your plan did not cover the medical attention you received.
- Your medical situation did not meet your insurance company’s definition of “medical necessity.”
- The insurance company cites a non-emergent condition as a reason for not paying. Your EOB should provide more specific answers to this question.
- The insurance information recorded at the time of service was inaccurate, incomplete or outdated.
- Your insurance plan did not cover you at time of service.
- Your primary care physician did not process a referral for the services or obtain an authorization prior to the services being rendered.
- A physician/facility outside your plan’s network provided the service.
- Your insurance has not received information from you that they requested.
What do I do if I disagree with how much my insurance company has paid on my bill?
If you have questions regarding the payment, call your insurance company for an explanation. If the insurance company finds an error, note the information and whom you talked with at the insurance company. Request an anticipated payment date and ask if they need anything to complete processing. Ask the rep for the reference number of the call. If the insurance company feels they paid the bill correctly and you still disagree, find out what you need to do to file an appeal with them. Filing an appeal will not guarantee that the insurance company will pay more on your bill. But they will review the claim for reconsideration.