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General Questions

Where are you located?

We serve our customers through 13 convenient locations across Texas. View a list of all our locations >

Our corporate headquarters is located at 8800-B Shoal Creek Blvd, Austin, TX 78757, between Moore Business Supply and Shoal Creek Business Park.

What are your hours of operation?

Most of our offices are open between 8am and 5pm, Monday through Friday except on holidays.

Do I need to schedule an appointment?

While we welcome walk-in customers at most of our facilities, we strongly recommend that you schedule an appointment in order to ensure that a licensed practitioner is available to properly assist you with your needs. Please call the office closest to you to make an appointment.

Is there an extra charge for having a practitioner fit me?

There is no extra cost associated for a licensed practitioner to fit you.

Product Questions

Can I return this product?

No. Due to regulations from the Texas State Health Department, we cannot accept returns of any used product.

Who manufactured the product I received?

As a service provider, Medical Express supplies only the top products from industry leaders in both quality and satisfaction. We do not manufacture any of the items that are supplied to customers, and any issues with products can usually be best answered directly by the manufacturer of the product.

Do you carry oxygen and related supplies?

We do not carry oxygen and related supplies at this point in time.

Do you carry diabetic supplies?

We do not carry diabetic supplies at this point in time.

Billing Questions

How do you take payments?

Medical Express accepts payments via check by mail, online bill pay, or credit card over the phone.

Is there a charge to pay by credit card over the phone or online?

No, we do not charge extra for credit card payments made over the phone or online.

Why am I getting a bill from Austin?

Our corporate headquarters are located in Austin and all billing comes out of that office.

When is payment of my bill due?

Your bill is due within 30 days of the billing date shown on your statement. If you need to arrange for a payment plan or other special circumstances please contact our offices. If payment is not received promptly, we may engage the use of a collections firm.

I have paid my balance but just got another statement.

Please allow time for your payment to be received and posted to your account. Your statement was more than likely sent before your payment was submitted.

Why am I just now receiving a bill? My treatment was months ago.

Many braces and/or durable medical equipment items require additional information be sent to your insurance carrier to process the claim. In these instances it can take an additional 3 to 9 months to receive final adjudication of your claim.

Why am I receiving a bill from Medical Express PSI when I received the item at another business?

The products of Medical Express PSI are located at various hospitals, physician offices, clinics and surgical centers throughout the state of Texas in order to provide quick and convenient care for you, the patient. If you receive one of our products at a location other than a company location, your physician or case manager should inform you that you may receive a bill from the items we provide as part of your treatment.

What is a deductible?

A deductible is the portion of an insurance claim that must be met (or paid) by the patient (or guardian) before any benefits will be paid by the insurance company. It is typically quoted as a fixed amount and is a part of most insurance policies. Depending on your specific insurance policy, there may be different “buckets” of deductibles that must be met based on the types of services that the patient receives.

What is co-insurance?

Co-insurance is the method in which an insurance company and a patient share in costs that are in excess of the deductible amount. Typically, this is expressed as a percentage. As a patient, you are expected to pay (based on your percentage) this amount directly to your provider out-of-pocket. Note that once your out-of-pocket expenses from co-insurance equal the stop loss amount, you will no longer owe any money directly and the insurer will assume responsibility for 100% of any additional costs.

Why am I being billed instead of my insurance company?

As a patient, you are ultimately responsible for ensuring that your medical goods and services are paid for. At Medical Express, we will always bill your insurance company for any items that will be covered under your policy. If you are receiving a bill personally, it is either because:

1) You have not fully met your deductible amount and owe that money directly. 2) You owe an additional out-of-pocket amount based on your co-insurance percentage. 3) The item or service that was provided is not covered by your specific insurance policy.

Why did my insurance company not cover this item (or only cover a portion of the item)?

Every insurance carrier and plan is different and their rules determine what benefits are covered and not covered. It is always best to contact your carrier directly if you have any questions as to why a claim or item was denied as a non-covered item or benefit. You should also receive an EOB (Explanation of Benefits) from your insurance company that explains what items are covered and not covered based on the items or services that were provided. That document will tell you what amounts you will owe out-of-pocket.

My insurance carrier’s EOB states that I do not have a balance. Why then am I receiving an invoice from Medical Express PSI?

All medical facilities (including ours) require the patient to sign a waiver of liability as part of the patient agreement. This waiver states that the patient is responsible for the cost of services or product provided if their insurance fails to cover the item. We make every attempt to receive payment from the insurance carrier, but each plan is different and some policies will not cover all items.

My insurance carrier states that they need a certificate of medical necessity or additional information. How is that taken care of?

Many carriers will request these items. We will supply any requests for certificates of medical necessity and/or clinical notes that your carrier requests. If your carrier requires injury information or wants to know about additional insurance information, please respond to those requests immediately. They will not process your claim until you do so and that is your responsibility as a patient.

My invoice is confusing, how do I know if my insurance company paid?

If payment is pending with your insurance, the line that reads “insurance due” is your insurance’s responsibility. Contact them for further information on their status of payment. “Last payment received” shows any amounts we have received from your primary or secondary if a payment has been made on the claim. If your primary insurance or secondary insurance has not made a payment due to denial of the claim, this will show a zero balance with date we received the denial from your insurance.

Do E1399 items get billed to my insurance?

No, all E1399 codes are non-billable codes that are considered strictly patient convenience items. Payment on these items is due directly from the patient.

What are my Medicare benefits?

Currently, all Medicare beneficiaries have a deductible of $155 that must be met before any benefits are paid. After the deductible is met, Medicare will cover 80% of the remaining expenses, and the patient is expected to pay for the remaining 20% as co-insurance. If you have a secondary policy along with Medicare, the secondary policy will typically cover both the $155 deductible and a portion of the 20% that is the patient’s responsibility to pay.

I have Medicaid. Why are you billing me and not Medicaid?

Medicaid does not cover any type of bracing for patients that are 21 years of age or older and consequently we must bill the patient directly for those items. Additionally, you may have a Medicaid plan that our company is out of network with. In those circumstances, we attempt to collect from the insurance plan where possible, but that is not always an option.

I paid for the product at the doctor’s office, so why am I being billed by your company?

If this is the case, please provide us with proof of payment by fax or any other method and we will research and credit your account promptly.

Why did my doctor not inform me that this item would possibly not be covered by my insurance?

Although physicians make every attempt to answer all your questions and keep you informed, they aren’t always able to cover every aspect of a surgery or product needed for your recovery. Your doctor’s foremost concern is your health and recovery and any items we provide coincide with your doctor’s desires for your care. This may include products or equipment that are either not covered or only partially covered by your insurance to ensure you have every available opportunity for a full recovery and return to health.

Why wasn’t I told of all charges or money I would owe ahead of time?

While we try our best to reach out and contact every patient and notify them of their doctor’s orders and any money that may be owed, it is not always possible to do so. Often times, the equipment we provide is ordered at the last minute and must be delivered as soon as possible in order to facilitate the patient leaving or discharging in a timely manner.

Can I receive a discount for the services rendered?

Under certain circumstances, we can offer discounts on items and services that are self-pay (where insurance is not filed on the patient’s behalf). We cannot provide a discount on any insurance-mandated coinsurance and/or deductible amounts.

Why can I not speak to your company once my account has been turned over to collections?

Due to regulations, once the account has been turned over to a collections firm you must speak directly to them unless you are calling to make a payment.

Can I set up a payment plan?

For larger balances (typically over $200) we can arrange for a payment plan to spread out a balance that is due. Please contact our office if you would like to setup a payment plan.