General Questions
How long are sessions?
Initial Evaluations (your first visit) are 60-mins. Follow-up appointments are between 30 and 40-mins except for concierge services or other specialty packages where noted.
What should I wear to my sessions?
Wear what you are comfortable in but also allows access to the area needing treatment. If you are concerned about how you might perform in a specific outfit, uniform, or shoes for example, then please bring them in as well.
Can I do the paperwork in advance?
Yes, absolutely. We can email you the paperwork and you can fill it out digitally so it is in our system in advance of your visit, or alternatively print it out and fill it in, then bring it to your appointment.
Insurance Questions
What insurances do you accept?
Currently we are in-network with:
- Medicare
- Railroad Medicare
- NYSHIP / The Empire Plan
- United Healthcare – Oxford Plans
- BlueCross BlueShield (BCBS)
- EmblemHealth GHI
We accept out-of-network insurance benefits as well. If you are unsure of what that means, please call us and we will clearly explain it and tell you specifically how it will work with your insurance plan.
We also work with Worker’s Compensation claims and No-Fault (Auto Injury) Claims.
Will I owe money if I do not have a secondary insurance?
Depending upon the benefits of your plan, you may owe money beyond what your insurance company pays. For example, if you have Medicare, we will bill your Part B benefits. If we bill them $120, Medicare will pay 80% of the allowed amount. Let’s say that the allowed amount is $100. That means Medicare would pay $80 and the remaining $20 would be billed to you. However, if you have a secondary insurance with physical therapy benefits, that amount gets paid by your secondary, leaving you with no balance. We will inform you of your benefits once we have your insurance information.
How many visits do I get?
If your insurance company requires pre-authorization, we will complete that paperwork at your first visit then submit our evaluation for their review. They will then issue a block of visits usually between 4 and 12 for use within a set time frame. If that time frame or visit count expires, we have to request authorization again otherwise your insurance company will not pay for treatment.
Will I still get the best care if I use my insurance?
You still get the best care we can deliver, but it may not be the most efficient approach to care. What that means is your insurance company determines what techniques we can use, how often we can use them, how often you can come get treatment, and how long your sessions are. When they say you are done, that’s a wrap – whether you are ready or not. And that’s why we prefer to cut out insurance entirely, so you can get better faster without limitation.
Subscription Service Questions
Does my subscription automatically renew?
No it does not. Whether you are on an annual unlimited plan or a set package, as your expiration gets closer we will reach out to discuss renewal.
Telehealth Questions
What technology do I need for this to work?
We use the same system as our exercise app for telehealth. So it will work across all laptops, phones, tablets, and web browsers. It helps to have a pair of headphones with a speaker attached, but you can also just find a quiet room as well. You will receive a checklist email in advance of your telehealth appointment to onboard you with the process.
My unsupervised program isn't getting me relief. What can I do?
First, call us to speak with our PT to clarify any outstanding questions and see if it isn’t just a matter of tweaking a few things or setting the correct expectations. If that doesn’t work, we may encourage a supervised program to ensure you get the results you are looking for.
Billing Questions
I have a question about my bill, who do I speak to?
You can call or text the office and we will look into the matter and then promptly reply with solutions.
Why do I have to keep a credit card on file?
Keeping a credit card on file ensures several aspects of this relationship run smoothly. First, it keeps you accountable for your appointments. Second, it allows us to run a batch of copays (if you have one) at the end of the day, reducing the administrative burden and keeping things running on time. Third, it reduces our overall billing cost, a savings we pass on to you.
Scheduling Questions
How do I make or change an appointment?
If it is your first visit you are scheduling for, then please call the office. Otherwise you may call or text the office number, or use the request an appointment button at the bottom of each page of this website.
Do you charge for last minute cancellations or no-shows?
Absolutely. Time is valuable. We will also call you to find out what happened. But, repeated last-minute cancellations will result in a $50 charge. No-shows for appointments will result in a full service charge. Repeated no-shows will result in cancellation of all future appointments.
Exercise App Questions
My program expired, what do I do?
If you are still actively in our care, then please just text or call and we will get it squared away. If it has been a month or longer since you last came in to see us, please call us so we can discuss your program and chat about how you are doing. We will likely recommend a followup appointment to see about changing our current plan of care and checking on your exercise technique.