- Why do you only have a phone number for the Rochester office? I need to get a hold of the Geneseo or Warsaw office.
We only have one number because we are not in our Geneseo and Warsaw office’s everyday of the week. We want patient’s to be able to get a hold of us everyday so we request that you call the main number for assistance. We are able to get a hold of the other offices if needed. Most times, we will put a message into your chart and have the appropriate people call you back when they are available.
- What are your hours for all your offices?
Clinton Crossings in Rochester is open Monday – Friday 8:00am – 5:00pm. The phones turn on at 8:30am. Warsaw is open on Monday’s and Thursday’s from 8:00am – 4:30pm. Geneseo is open on Tuesday’s and Friday’s from 8:00am – 4:30pm. However the Warsaw and Geneseo offices may close early if there are no patients to be seen.
- Do women have a prostate and need to get screened?
No, only men have prostates and should get screened on a yearly basis once the reach 40 years of age.
- Do I really need to leave a urine sample?
Yes. If the secretary asks you to leave a urine sample when you are getting checked-in, it is because the provider placed a note in your chart stating that one was needed. We require a urine sample before most procedures because we need to make sure an infection is not present. We do not need a sample if you have a catheter in, or prior to any testosterone injections.
- I have questions about my bill; who can I contact?
Urology Associates billing office is open Monday through Friday to answer your questions and provide financial information and assistance. Please call toll free, 1-877-629-4250.
- Where can I find a copy of Urology Associates financial policy?
Patients can access our financial policy on the website under Patient Resources or by clicking HERE. You will also receive a copy of the financial policy from the secretary prior to any scheduled appointments or procedures.
- How may I pay any balances that I owe?
You may pay by check, cash, money order or credit card. We take payments over the phone, with a credit card through our Rochester office or our Billing office. You are also able to pay by credit card, through our website and through our patient portal.
- Why did I receive a bill(s) from healthcare facilities/providers outside of Urology Associates of Rochester?
Your statement will include all Urology Associates of Rochester physician/provider fees, and fees for other services provided by Urology Associates of Rochester including in-house pathology. You may also receive separate bills for other services provided by non-Urology Associates of Rochester/outside providers and facilities including:
- Hospital fees – Including operating room charges, anesthesiology fees and surgical assistants
- Radiology – Including MRIs, CT scans and X-rays
- Outside laboratory – Lab services performed by an outside lab such as from LabCorp, etc.
- Physical therapy – Physical therapy services performed outside of Urology Associates of Rochester
- Other surgical-assisted services – Procedures that require the use of laparoscopic or robotic services
- Why am I receiving more than one charge on my Urology Associates of Rochester bill for a particular procedure or surgery?
Many procedures include multiple components and charges are based on the actual services provided during your surgery. For example, more complex procedures may require more than one surgeon to be present, in which case you will see charges for each surgeon on your bill.
- How will I know if I have an outstanding balance?
Our office will provide you with monthly statements of all account activity and balances to help you stay informed of payments due as well as payments made to your account. If you need assistance with your account or need help making payments, our billing office is available to help you take care of any outstanding balances. Please call toll free, 877-629-4250, Monday-Friday, 8:00 a.m. to 4:30 p.m.
- Will you bill my insurance plan for services provided?
Yes. As a courtesy to our patients, we will submit a claim on your behalf to insurance plans with which we are contracted (where we are considered a participating provider). Prior to your visit, we will also verify your member eligibility with your insurance plan. Patients will be responsible for paying any co-pays, coinsurance, deductibles or outstanding balances prior to appointments or procedures. It’s important that you understand your individual health insurance plan and benefits. We recommend that you call the customer service number on the back of your insurance card, or contact your employer’s benefits department, to verify insurance coverage and to understand what your plan does and does not cover.
- I do not have health insurance coverage and need help paying my bill. Can I receive financial assistance?
Urology Associates of Rochester can provide eligible patients with a payment plan using a personal credit card. Our billing office is available to assist you with billing questions and setting up payment plans.
- What is a copay?
A copayment, or copay, is the fixed amount you pay for a healthcare service as determined by your individual health insurance plan. You will be required to pay any copays prior to your appointment or a procedure. For your information, copay amounts are often displayed on the front of your insurance card. Please contact your insurance plan with any questions regarding your copay. Please keep in mind that some insurance carriers charge more than one copay for a particular date of service. One example of this could be on the day you receive an injection or treatment as well as seeing the provider. We do not know what insurance plan may do this, so we will wait until the claim is processed to bill you for the additional copay.
- What is coinsurance?
Coinsurance is your share of the cost of the service received as determined by your individual insurance plan. You pay a stated percentage of medical expenses after the deductible amount, if any, was paid.
- What is a deductible?
A deductible is the amount an insured person pays before their insurance plan makes payments for covered medical services. Plans may have both individual and family deductibles.
- What is a referral and why do I need one?
Some insurance plans require you to have a referral from your primary care physician in order to see a specialist such as a urologist. Patients are required to obtain referrals from their primary care physician’s office prior to scheduling an appointment with a Urology Associates of Rochester physician. Please check with your individual insurance plan to see if a referral is necessary. We require your referral at the time of service in order to submit a bill to your insurance company on your behalf. For this reason, patients who do not have a referral will need to reschedule their appointments.
- Does Urology Associates of Rochester accept my insurance?
Urology Associates of Rochester participates with many of the major health insurance plans including Medicare and Medicaid. Check HERE to see if we currently accept your insurance plan.
- Where do I go for more information on the Patient Portability and Affordable Care Act and the healthcare exchanges?
To learn more about health insurance through the healthcare exchanges created as a result of the Patient Portability and Affordable Care Act, you can visit the following websites:
- New York State Healthcare Exchange – https://nystateofhealth.ny.gov/
- National Healthcare Exchange – https://www.healthcare.gov/
- Where do I go for information on my individual insurance plan?
For information on your individual health insurance coverage, please call the customer service number on the back of your insurance card to verify coverage and to check which services your plan does and does not cover. Your employer’s benefits department may be another good resource for you if you have questions about an employer-based insurance plan.
- I was told that there was no copay for after surgery follow-ups by the receptionist. Why am I now getting a bill?
All of urology Associates of Rochester receptionists are trained to never take a copay when you come in for a post-operative appointment. Some insurance companies cover follow-up appointments after surgery and therefore, you do not need to pay. While some insurance plans do this, others do not. To help with the confusion, we do not take a copay and will file the claim with your insurance carrier. If they do not cover the follow-up, you will get a bill for the copay, which must be paid.
- Am I responsible for the balance that my insurance does not pay?
If we participate with your insurance plan then you are responsible for any deductibles, copays or coinsurance as determined by your insurance plan. You will also be required to pay the full amount for any non-covered services that we may provide to you. If we do not participate with your insurance plan then you are responsible for any amounts not paid by your insurance plan. We encourage you to call your insurance carrier prior to your appointment or procedure to verify what services will be covered and what you will be responsible for paying.
- What is UAR's cancellation policy?
As a courtesy to our staff and other patients, we ask all patients to cancel appointments at least 24 business hours in advance of your scheduled service.
- If I have private health insurance in addition to Medicare, will you bill both carriers for services?
Yes. Please present both insurance cards when you arrive for your scheduled appointment.
- Do I pay copays and deductibles before my scheduled appointments and procedures if I have Medicare?
Yes. Just like with private health insurance Medicare patients should pay all copays and deductibles, as well as any outstanding balances by the date of your service prior to your scheduled appointment to avoid the risk of canceled or delayed services.
- If I pay my patient responsibility before my appointment and am owed a refund, how will I get back the money that is owed to me?
If you have overpaid your estimated patient responsibility (co-pay, coinsurance or deductible), Urology Associates of Rochester will process your refund after the claims for your procedure have been fully processed by your insurance company.
- Who do I contact if my insurance information changes?
Please notify us immediately if your insurance plan changes. Timely disclosure regarding changes to your insurance plan is vital as some insurance plans will not pay for services if they are not billed within 60 to 90 days of service. Late notification of a change to your insurance can cause us to miss this important window for submitting your insurance claim, which can result in denial of coverage by your insurance carrier.
- Who should I contact if I have a dispute or question regarding my bill?
Urology Associates of Rochester’s billing office is available to assist you with any billing questions. Please call toll free at 877-629-4250, Monday-Friday, 8:00 a.m. to 4:30 p.m. for assistance.