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Frequently asked questions

My insurance should have paid my bill, what should I do?

  • Verify that your insurance company has received and processed the claim. If they have not,
  • Review your insurance policy to determine if the service is covered. If you are unable to determine this, call your insurance company to determine if the procedure is covered. Your insurance company will have the most accurate and up to date information about your policy and your claim.
    - If your insurance company has questions for CommunityCare, have them call the Patient Service Call Center at 833-923-0101.
  • Call the Patient Service Call Center at 833-923-0101 to verify we have the most up to date insurance information on file for you.
    - We can bill your insurance company only if you provide us with accurate and up to date medical insurance information.

How is my insurance company billed?
If your insurance is Medicare, Geisinger Health Plan or Pennsylvania Medical Assistance:
We submit all covered charges to your insurance company and receive direct payment to the extent of your coverage. You are responsible for deductible, co-insurance and non-covered service amounts, which are reflected on your billing statement. For more information regarding your insurance coverage, use following links:

If your insurance is Highmark:
We submit all covered charges to Highmark. If we receive direct payment, your billing statement will reflect the deductible, co-insurance and non-covered service amounts. If Highmark sends payment to you, your billing statement from CommunityCare will reflect full charges and you are responsible for such. For more information visit:

If your insurance is another insurance plan or a commercial, worker's compensation or no-fault plan:
We submit all covered charges to your insurance company and receive direct payment to the extent of your coverage if you have signed the appropriate authorization forms. If so, your billing statement will reflect only the deductible, co-insurance and non-covered service amounts and you are responsible for these charges. If you have not authorized your insurance company to make direct payment to CommunityCare, you will be billed immediately for total charges.

If your insurance is major medical:
You are responsible for filing all major medical claims. This statement can be used to file a claim to major medical. Contact your insurance company or employer for how and where to submit your major medical claims.

Insurance inquiries:
If you have questions regarding your CommunityCare billing statement, contact the Patient Service Call Center at 833-923-0101 during our normal business hours and one of our staff will assist you. Note: if your insurance company (except Medicare and Medical Assistance) does not pay within 60 days or rejects claims in part or full, you will be billed directly for the unpaid balances.

Will my insurance cover my CommunityCare visit?
Your insurance policy specifies whether or not services offered by CommunityCare will be covered. If you are not sure if a service is covered we suggest you contact your insurance company. Their telephone number should be on your policy and your insurance identification card. Click for a list of insurance plans CommunityCare accepts.

My insurance has changed, what should I do?
In order for your claims to be paid promptly, CommunityCare needs your most up to date insurance information. Having this ensures that we bill the correct insurance company. Always bring your current insurance card to appointments and make sure that CommunityCare has your most up to date insurance information. If your insurance has changed, advise the receptionist when you check in for services. You may also call the Patient Service Call Center at 833-923-0101 to update your insurance information. Providing CommunityCare with your most up to date insurance information will expedite the processing and payment of your claims.

I have insurance. Why did I get a bill?
As a courtesy to you, the patient, CommunityCare bills your insurance company directly for services rendered. The charges become your responsibility if your insurance company does not pay them, so it is important to provide accurate insurance policy information at the time of your appointment.

Can I pay all or part of my statement with my Visa, MasterCard, American Express or Discover card?
Write your credit card information in the space provided on the front of your statement or call a Patient Service Coordinator at 833-923-0101.

How do I change the mailing address on my statement?
Fill out the change of address section on the statement when sending in your payment. The change of address section is on the back of the first page of your statement.

Will my insurance pay for the charges listed on my statement?
The balance on your statement represents all of your charges less payment received from your insurance company. CommunityCare requests payment in full for the patient balance indicated on this statement within 10 days of receipt of the statement. Payment arrangements can be made by calling the Patient Service Call Center at 833-923-0101.

What/where is my medical record number?
Your medical record number appears on both the return portion and the receipt portion of the statement. This is your unique patient identifying number.

Payment options?
In addition to personal checks and money orders, CommunityCare accepts Discover, American Express, MasterCard, and Visa. You can also pay your bill online, by contacting the Patient Service Call Center at 833-923-0101 during our normal business hours or you can mail your payment. Make checks out to CommunityCare and mail to:

CommunityCare
P.O. Box 782812
Philadelphia, PA 19178-2812

Patient billing services

833-923-0101

Hours: Monday - Friday: 8 a.m. - 5:00 p.m.