Frequently Asked Questions
What is the Patient Portal
How do I access an IMS provider in an emergency?
If you are in significant pain or feel your situation is critical, go directly to the Emergency Room at your nearest hospital. Our physicians are affiliated with all major hospitals in the Phoenix metropolitan region.
How do I access an IMS provider for routine office appointments?
What should I bring to my appointments?
How are outgoing referrals to specialists within IMS handled?
How are outgoing referrals to specialists outside IMS handled?
How are incoming referrals handled?
If a primary care provider outside of the IMS network wants to refer a patient to one of our IMS specialists, the provider should fax the referral and any pertinent medical records directly to the specialist’s office.
Can I request a copy of my medical records?
Yes, you are entitled to access your own protected health information under the Health Insurance Portability and Accountability Act of 1996 (HIPAA).
Can I access my own medical records online?
Yes! You may use the Patient Portal to receive summaries of your most recent visits and build an online Personal Health Record (PHR). Your health information is made available to you electronically in accordance with the Patient Protection and Affordable Care Act (PPACA). Once you set up a User ID and password on the Patient Portal, you can use this secure service to consolidate your basic health records for easy reference.
Can a relative request a copy of my medical records on my behalf?
Yes, you may authorize specific relatives to access your account information by calling IMS at 602-633-3838 or visiting your provider’s office in person.
Can another medical provider request a copy of my medical records?
Yes, other providers outside the IMS network can request your medical records by faxing us a request from their offices, with a signed release from you. Providers within the IMS network already have access to your records through our secure Electronic Health Records (EHR) system.
What are Electronic Health Records (EHR)?
All IMS providers have ready access to patient records through our secure Allscripts Electronic Health Records (EHR). With better information about your health history, we’re able to coordinate treatment across our network and provide you with the best patient care possible.
What is my Insurance Status?
You will not receive a bill from us until your insurance has paid. If you did not provide us with the correct insurance information upon check-in you will be billed privately. We will re-bill your claim to the appropriate insurance plan(s) if you supply us with the correct information within 60 days of your appointment.
What is Co-Insurance?
A type of insurance where the patient is responsible for paying a percentage of the covered costs after the deductible has been paid.
What is a Deductible?
As per your insurance contract, the deductible is the annual amount that must be paid out-of-pocket before an insurer will cover any expenses.
What is an Adjustment?
An adjustment is a contractual agreement that has been made between your provider and your insurance company reducing the charges of the type of service rendered.
What is a Co-Pay?
Co-Pay is a type of insurance where the patient is responsible for paying a fixed dollar amount at the time of service.
What insurances are you contracted with?
For a full list, please visit our Insurance list located under "Patient Resources" at the top of our website.
IMS is a provider for Medicare, AHCCCS, and most major insurance plans. Please verify the participation status with your individual insurance plan or provider. You will still be responsible for your deductible, co-pay, or any amount your insurance plan deems as “patient responsibility”.
What does Medicare pay on exams?
Medicare pays 80% of medical claims AFTER your deductible has been met. You are responsible for your co-insurance in accordance with your plan. Medicare does not cover refractions.
Will IMS bill my insurance company for me?
Yes, but you are responsible for paying any deductible, co-pay, or co-insurance in accordance with your insurance plan.
What costs will my insurance company cover?
Coverage varies with each insurance plan. Contact your insurance company for coverage information specific to your policy.
What if my insurance doesn’t pay?
If your insurance company does not process payment, you are responsible for the outstanding balance on your account. It is your responsibility to know your insurance information and present the correct information to us upon check-in for your exam. If you do not present us with the correct information, we will consider your account private pay. If your insurance has changed, please call us with your new insurance information.
How much do I really owe?
You are responsible for the amount listed in the PAY THIS AMOUNT box. If you disagree with how much your insurance has paid on your account, please contact your insurance company before contacting our billing office.
Can I pay my bill online?
Yes, you may pay your bill online on your patient portal account.
What if I cannot pay in full?
Please call our billing department at (602) 633-3838 to discuss the possibility of a payment plan. If the account still remains unpaid, it may be processed by an outside collection agency. If your bill is not paid in a timely manner you may receive collections notices and phone calls.
What if I have trouble understanding my bill?
You can call IMS Central Billing Office at (602) 633-3838 and our account representatives will be happy to assist you in clarifying your statements.
Why did I receive multiple bills?
This is a statement for services rendered by our office and charges for these services will not be shown on any other bill. You may receive a separate bill from the lab, the outpatient surgery center, or the hospital for services provided there.
Why was I billed privately even though I provided insurance information?
If you did not provide us with the correct insurance information upon check-in, we will consider your account as private pay. We will re-bill your claim to the appropriate insurance plan(s) if you supply us with the correct information within 60 days of your appointment.
Who can I talk to about questions or problems with my bill?
Call (602) 633-3838 and our account representatives will be happy to answer your questions.