My patient wants to know how much a session will cost, what should I tell them?
The cost of a visit depends on your patient's insurance plan. Direct your patient to the Get your estimate tool, available on your Fay profile under the Book Now button. The Get our estimate tool provides pricing estimates based on the insurance coverage identified by the patient and data made available to Fay by ClaimMD.
Note: Patients can also call their insurance company directly if they have additional questions about their coverage.
How will my patients receive their bill?
Patients are notified by email when they have been charged and can review their billing information at any time in the Billing tab in the Settings section of their Fay account: https://app.faynutrition.com/settings/billing. If a patient has not received an email from Fay, they have not been charged.
My patient has a question about a charge on their account. What should I do?
Direct your patient to the Billing tab in the Settings section of their Fay account to review their billing information and appointment charges: https://app.faynutrition.com/settings/billing. For any additional questions, your patient can chat with support in their patient portal.
When will my patient be charged if there is a co-pay?
Most insurance claims are processed within one week, at which point your patient will be charged if a co-pay applies. In some cases, a patient may be charged up to 45 days following their appointment, depending on the insurance claim timeline. During that time, the initial information a patient receives (such as estimates or early explanations of benefits) can change once the claim is fully reviewed by their insurer. This can result in a balance being applied later, depending on the patient’s specific plan and benefits. Patients are notified by email when a charge is applied and can review their billing information in the Billing tab in the Settings section of their Fay account.
My patient received a large bill. Did Fay charge more than the estimated price?
Before assuming a large bill is an overcharge, confirm whether the document your patient received is an Explanation of Benefits (EOB) rather than an actual bill. These figures reflect what the insurer was billed or reviewed as part of claims processing, not necessarily what the patient is responsible for paying. EOBs typically include a note stating "this is not a bill." Patients are informed of their financial responsibility directly by Fay, and they can view finalized charges at any time from their Billing tab in the Settings section of their Fay account.
Note: If your patient has reviewed their account and believes they were charged incorrectly, they can contact support in their patient portal, where they’ll be connected with our billing support specialists.
Can my patient use more than one insurance plan?
Currently, only one insurance plan can be used per appointment. If your patient has more than one plan, you can recommend they check their estimated cost for both plans using the Get your estimate tool, then update their Fay profile with the plan that has the lower estimated cost.