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Frequently Asked Questions

Patient Process

What is the Patient Portal

The Patient Portal helps you access your personal medical records, communicate with your doctors via secure online messaging, and make more informed decisions about your health. To sign up for a portal account today, please contact your provider’s office requesting them to send you an invite or visit https://17394-1.portal.athenahealth.com/



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. Once you check in, please ask the hospital staff to contact your physician’s office. The physician on call will respond to the request.



How do I access an IMS provider for routine office appointments?

Contact your IMS provider’s office directly for appointments. If you plan to visit a specialist for the first time, please check with your insurance company to find out if you need a referral from your primary care provider. When calling for an appointment, please be ready to provide the following information: • Patient's name • Patient's date of birth • Mailing address • Daytime telephone number • Insurance information • Name of the referring physician (if applicable) • Reason for the appointment or a brief description of any symptoms



What should I bring to my appointments?

• Personal identification • Insurance card • Physician referral forms, if required by insurance • Completed Patient Forms • List of prescriptions and/or over-the-counter medication, including dose and frequency • Information about the patient’s medical and surgical history, including any recent X-rays, test results and/or other relevant records



How are outgoing referrals to specialists within IMS handled?

The centralized Patient Services department, based in Phoenix, handles outgoing referrals from IMS primary care providers to IMS specialists. This convenient service makes the process of seeking care from specialists as simple as possible for our patients. It also facilitates the flow of information and coordination of care to improve patient care. When the Patient Services department deals with internal IMS referrals, it routes the request immediately to the appropriate specialty within our network. Since all IMS providers have secure electronic access to IMS patient records through our leading-edge Electronic Health Record system, it’s even simpler to share accurate, up-to-date information within IMS and ensure that our providers coordinate your patient care as effectively as possible.



How are outgoing referrals to specialists outside IMS handled?

The centralized Patient Services department, based in Phoenix, handles outgoing referrals from IMS primary care providers to IMS specialists. This convenient service makes the process of seeking care from specialists as simple as possible for our patients. It also facilitates the flow of information and coordination of care to improve patient care. When the Patient Services department deals with internal IMS referrals, it routes the request immediately to the appropriate specialty within our network. Since all IMS providers have secure electronic access to IMS patient records through our leading-edge Electronic Health Record system, it’s even simpler to share accurate, up-to-date information within IMS and ensure that our providers coordinate your patient care as effectively as possible.



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. Afterward, the referral patient may contact the specialist for an appointment, or vice versa. Since patient health is our primary concern, we are happy to work with outside providers, communicating regularly with the non-IMS primary care provider and sharing the records from visits to our IMS specialists, to ensure coordination of care and an excellent patient experience.



Medical Records

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). Follow these steps to request hard copies of your records: • Fill out a Medical Records Release Form • Specify the records that you require (i.e. within a certain date range) • Sign the form • Bring the form to your provider’s office • Provide personal photo identification for security purposes when presenting your request There will be a fee to process your request. The amount may vary according to the number of records requested. Please ask your provider’s office for details. Please allow 2-3 weeks for IMS to process your request. We try to respond to records requests as quickly as possible. Once your request has been processed, you can pick up the records from your provider’s office or have them mailed to you directly.



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.



Insurance

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.



Billing

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.



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