Billing Information for Families
Questions About Billing? Reach Out to Our Billing Team:
Email Us: [email protected]
Call Us: 866-222-0382
Available to Support You
At Invo Healthcare, we strive to support families in every aspect of their journey. We have a team of billing and insurance specialists who are able to answer questions families may have about billing, patient responsibility and more.
Frequently Asked Questions Regarding Billing
Below are a few FAQs regarding billing and payments for services. Our billing team is available to answer any additional questions you may have regarding your services.
When will I receive my first invoice after beginning services?
If the patient has health insurance, following the delivery of therapy services, claims will be sent within 30 days
to the patient's insurance company for processing. Once the insurance company processes the claims, an
explanation of benefits indicating charges that have been assessed to the deductible and/or out of pocket
maximum is sent to Invo from the insurance company. Invo will then send an invoice by mail to the
patient/guardian of the patient, with the listed patient responsibility due. *Claim processing times for insurance
companies can vary and can take up to four months, especially during the Covid pandemic. Some insurance
companies are short staff and behind on claim processing so extra patience during this period is necessary.
If the patient is accessing self-pay for services, invoices will be sent to the patient/guardian of the patient the
following month after services were delivered.
How often will I receive an invoice?
Once a patient's first claim has been processed and your first invoice received, you will be mailed regular
monthly invoices each month by the last day of the following month. Patients will receive an invoice by mail
once claims are processed by the insurance company and an explanation of benefits indicating charges that
have been assessed to the deductible and/or out of pocket maximum is sent to Invo. *Claim processing times
for insurance companies can vary and can take up to four months.
What if I cannot pay the amount I owe in full?
In many cases, we can help establish a 6-month payment plan. Partial payments made toward your balance will
not stop collection activity unless you have made payment arrangements with us. To discuss the option of a
payment plan, patients/guardians of the patient should contact the billing department.
What form of payments are accepted?
Invo accepts check, credit/debit cards (Visa, MasterCard, Discover and American Express). Payment can be made
over the phone 866-222-0382, accessing the online payment portal, or sending a payment by mail to the address
listed on your invoice. *The online payment portal can be used for patients of any Invo Company, it is not exclusive
to patients with Autism Home Support Services.
What if there is a mistake on my statement?
If a patient/guardian of the patient has any billing questions, the patient should call Invo billing department at
866-222-0382. Typical office hours are Monday - Friday 8 am - 5 pm central standard time. If you call after
hours, please leave a message and your call will be returned the next business day.
Why am I being billed for my co-insurance and deductible weeks/months after the date of service?
Co-insurance and deductible amounts are applied to the patient's account when the explanation of benefits is
received from the insurance company. Initial claim processing times vary by insurance company. The patient
will be billed for the co-insurance and/or deductible once the explanation of benefits is received and posted to
the patient's account. Invo billing department will call at least monthly to follow up with your insurance carrier
to check on the status of your initial claims submission status.
When will I know when my deductible or out-of-pocket maximum has been met?
The patient/guardian of the patient is responsible for tracking the monies applied to their deductible/out-ofpocket
through their review of the explanation of benefits statements sent to the patient by their insurance
company. The patient should contact their insurance company to assure whether their deductible and/or
out-of-pocket maximum has been met. The insurance company is processing other provider claims
throughout the year and monies are being consistently applied to the deductible and out of pocket.
Why can’t I pay my deductible/out-of-pocket expense up front?
As a provider under contract with the patient's insurance company (a "participating provider"), Invo is
required to only bill patients after the explanation of benefits indicates an amount has been assessed to the
Can INVO hold off on billing my claims, so my deductible/out of pocket can be met by my other doctor/hospital visits?
No. As a participating provider, Invo is under contract to bill claims within the time limit specified in our
Why did my insurance only pay part of my bill?
Most insurance plans require the patient to pay a deductible and/or co-insurance. Patients should contact their
insurance company for specific answers to their questions.
Why was my last payment divided and applied to the bill in two separate places?
INVO posts a patient's payment to the oldest charges first.
What does “adjustment” mean?
"Adjustment" refers to the portion of the patient's bill that their provider has agreed not to charge them.
What is a co-payment?
A co-payment is a set fee the patient pays to providers at the time services are provided. Co-pays are
always contained in your insurance plan documents and you should research and be aware of the copayment
amounts you are responsible for prior to services being rendered.
What is a deductible?
Deductibles are provisions that require the patient to accumulate a specific amount of medical bills before
benefits are provided. For example, if a patient's policy contains a $500 deductible, the patient must
accumulate and pay $500 out of pocket before the insurance carrier will pay benefits. Once the patient has
met their deductible, the carrier usually pays a percentage of the bill which is called the co-insurance. The
patient is liable for the unpaid balance your insurance plan does not cover. Deductibles are established on an
annual basis usually starting at the start of the calendar year. Please check your specific plan design in your
insurance documents so you are familiar with how and when your insurance will attach and start paying for
What is out-of-pocket?
An out-of-pocket expense is a non-reimbursable expense paid by the patient. This may include
deductibles, co-insurance, co-payments, and medical benefits your health plan does not consider
"covered services". An out-of-pocket expense maximum, or cap, is the amount the patient must meet
for the insurance company to pay 100% of the policy's benefits. Please familiarize yourself with your
maximum out of pocket obligations before starting services. This will ensure if the insurance carrier does not
adjudicate your claim (sometimes this takes up to four months) timely, you will be aware of your
total financial exposure and avoid any surprise when you receive your first invoice for services.
Why do I still owe a balance if my insurance company has paid?
Based on the patient's insurance plan, the patient may be responsible for deductibles, co-pays, and coinsurance.
What if my insurance coverage changes?
The patient must provide their Clinician (BCBA, ST, OT, PT) their new insurance card/information as soon as
possible. Email a picture of front and back of your new insurance card, along with the name and date of birth
of the policy holder/subscriber. All new insurance coverage must be verified by the insurance department and
an authorization must be obtained under the new insurance plan. Depending upon the effective date of the
new insurance and the approval time for a new authorization, there may be a brief interruption to the
patient's services. If ABA Therapy is no longer a covered benefit, the insurance department will provide
information on other coverage options, self-pay rates, and other resources that may be helpful in securing
funding for services. Remember that the sooner your are able to provide your new insurance information, the
sooner an authorization from the insurance company can be obtained and services will not be interrupted.
My previous ABA provider told me that I did not have to pay my deductible and/or co-pays. Why do I have to with INVO?
As a participating provider, INVO has a contractual obligation to request payment from the patient for their
deductible, co-pay, and/or co-insurance. Invo is not permitted to waive deductibles or co-pays.
Which insurance policy is primary?
The insurance company has coordination of benefit rules that determine the respective payment
responsibilities of each plan. Coordination of benefits helps ensure that patients covered by more than one
plan will receive the benefits they are entitled to while avoiding overpayments by either plan. If a dependent
child is covered under two or more plans, the plan of the member covering the child whose birthday occurs
earlier in the calendar year will be primary (known as the birthday rule). If both have the same birthday, the
policy that has been in effect longer will be primary. The birthday rule is superseded when a court order or
custody rule applies.
What if I have more than one insurance policy?
Invo must attempt to obtain an authorization and bill all insurance companies which the patient has listed as
having as active medical coverage. Insurance billing guidelines and contractual agreements with
insurance companies require Invo to bill the primary insurance carrier before any secondary plans can be
billed. If you have one more than one insurance, it will be important for you to understand who is the
primary insurer for the services being rendered by Invo.
Why aren’t all services covered by my insurance company?
Under any plan, there may be services that are not covered because the insurance company may consider
them routine or unnecessary. The patient's employer may also elect not to cover certain services under the
insurance. If you disagree with the decision, you should contact your insurance company or employer for more