General

Why have I received an invoice from Sonora Quest Laboratories?

The invoice you received is for laboratory services provided by Sonora Quest Laboratories, which were ordered by your physician. This invoice is for laboratory testing fees only and is separate from any bill you may have received from your physician and/or paid at your physician's office.

Although you may not have physically visited a Sonora Quest Laboratories location, your physician may have sent your specimen out to a Sonora Quest Laboratories laboratory to be tested.

Please refer to the message on your Sonora Quest Laboratories invoice or the Explanation of Benefits (EOB) from your insurance carrier for more specific information about why you received an invoice.

A few reasons you may have received an invoice include, but are not limited to, the following:

  • Insurance information was not received or the wrong insurance information was received on your test order

  • The insurance carrier processed the claim and denied payment

  • The insurance carrier processed the claim and applied the balance to your co-pay or deductible

  • The insurance carrier did not respond to the claim.

I don't understand my invoice. Who can help me to understand it?

View our understanding your invoice page, which contains definitions for many of the terms used on an invoice. If you would like further assistance, please contact our online Customer Service team for support. You can also contact our customer service department by phone at 1-800-853-4288 between the hours of 7 a.m. – 12 p.m., and 1 p.m. - 5 p.m., Monday through Friday. Please note that calls volumes are highest on Mondays and Tuesdays.

I received a letter from Sonora Quest Laboratories requesting additional information. What should I do?

Insurance updates can be submitted through our website on our update insurance information page. This and other requested information can also be faxed to (480) 565-3962 or mailed to the address on your invoice. Please reference your accession number on any fax or mailed correspondence. You can also call the Customer Service phone number listed on your invoice, or contact our online Customer Service. If the message on your invoice indicates that your insurance carrier needs more information from you in order to process your claim, please contact your insurance carrier directly.

Where does Sonora Quest Laboratories obtain the diagnosis information related to my claim?

Sonora Quest Laboratories obtains diagnosis information from the ordering physician's office. If your insurance carrier denied your claim due to the diagnosis code, please contact your physician's office.

Why am I being charged a draw fee?

A draw fee is charged when a patient goes to one of our Patient Service Centers (PSC) or one of our In-Office-Phlebotomists (IOP’s) for the drawing of a specimen. Insurance may cover this fee for many of our patients. However, patients whose insurance does not cover the draw fee and uninsured patients are responsible for payment of the draw fee.

Why am I being charged for additional testing which was not on my original test order (requisition)?

There are two reasons that an additional test, which was not originally ordered by your physician, would be performed. The first is that one of the tests your physician ordered may have been a "reflex" test. Reflex testing may result in an additional test being performed depending on the results of the original test. The reflex test is performed to get more detailed information about the findings of the initial test. The second is that your physician may have called the laboratory to request additional testing after the order was submitted.


Payment

Can I pay my invoice online

You can pay your invoice directly from this website by visiting our online bill pay page.

Can I store my patient information online?

Yes, you can store information when you create a Sonora Quest Laboratories user account.

Is my payment information secure?

Yes.

All of us are concerned about web privacy and the security of the information we transmit over the Internet. When paying your bill online through the Sonora Quest Laboratories hosted bill payment application, be assured that your information is secure, both during transmission over the Internet and within the application itself.

This application uses industry-standard encryption on EVERY page in the system. This is the same encryption and validation technology used by banks and brokerages to safeguard your financial information. To verify this system is delivered over a secure connection, look for the padlock in your browser:

  • If you're using Internet Explorer 7.0 or later, the padlock is located at the top of your browser window, immediately to the right of the address bar.

  • If you're using Internet Explorer 6.0 or earlier, the padlock is located at the bottom right of your browser window, immediately to the left of the word "Internet".

  • If you're using Firefox 4.0 or later, you will not see padlock at all. Instead, the Site Identification Button is displayed on the left end of the address bar.

  • If you're using Firefox 3.0 or earlier, the padlock is located at the bottom right of your browser window.

  • If you're using Safari, the padlock is located at the top right of your browser window.

For more information, see our privacy policy

How do I pay my invoice by mail?

To pay your invoice by mail, send your payment to the "Send Payments To" address listed on your invoice.  

Please send the Payment Coupon(s), attached to your invoice, along with your payment and write your invoice number(s) on your check or money order to ensure proper credit is applied.

Am I required to pay for past due balances in order to get future services?

A payment may be required at the time of service for all past due balances. Sonora Quest Laboratories reserves the right to refuse laboratory services for failure to pay for past services.


Insurance

How can I find out if Sonora Quest Laboratories is a participating provider with my insurance?

You can view a list of our contracted health plans to check which insurance carriers participate with Sonora Quest Laboratories.

Please note that it is the patient's responsibility to verify plan benefits and eligibility before laboratory services are performed. Any questions regarding coverage, deductible, or medical necessity should be directed to your insurance carrier prior to the time of service. It is also important to understand that Sonora Quest Laboratories’ status as a participating provider with your insurance plan is not a guarantee of coverage for the services ordered by your provider.

How do I submit my secondary insurance information?

Secondary insurance updates can be submitted through our website on our update insurance information page. This information can also be faxed to (480) 565-3962 or mailed to the address on your invoice. Please reference your accession number on any fax or mailed correspondence. You can also call the Customer Service phone number listed on your invoice, or by contacting us online.

Why have I received an invoice when I have insurance that covers laboratory testing?

  • Insurance information was not received or the wrong insurance information was received on your test order;
  • The insurance carrier processed the claim and denied payment;
  • The insurance carrier processed the claim and applied the balance to your co-pay or deductible;
  • The insurance carrier did not respond to the claim.

Please refer to the message on your Sonora Quest Laboratories invoice or the Explanation of Benefits (EOB) from your insurance carrier for more specific information about why you received an invoice. If you have additional questions or concerns, please contact your insurance carrier directly. If your insurance carrier was not billed or was billed with incorrect information, you can submit your correct insurance information here and we will resubmit a claim to your insurance carrier. It is helpful to have your insurance card in front of you when providing this information.

My insurance information has changed. How do I correct it?

Insurance updates can be submitted online on our insurance information page or faxed to (480) 565-3962 or mailed to the address on your invoice. Please reference your accession number on any fax or mailed correspondence. Please consult our list of participating insurances. If your plan is not listed, you will need to pay your Sonora Quest Laboratories invoice in full, and self-submit to your insurance plan. If you have any questions, please contact our customer service team, or you can call our customer service team at 1-800-853-4288 between the hours of 7 a.m. – 12 p.m., and 1 p.m. - 5 p.m., Monday through Friday. Please be sure that the information provided is accurate and complete. Inaccurate or incomplete information may result in a delay or denial of payment by your insurance carrier.

Why was my invoice billed with incorrect insurance information?

Your insurance carrier is billed based on the information provided to us on the original test order, also called a requisition. Sometimes the information provided on the requisition is incorrect. To ensure your insurance is billed properly, please present your insurance card at each physician's office or Patient Service Center (PSC) visit. Please also make sure your physician's office or the PSC, has your most current insurance and billing information, including your current address, contact information, and correct date of birth. Some physician's offices have a separate laboratory test ordering system, so you can also check with your physician's office or the PSC to verify that your insurance information is correct in this system as well.

I received information from my insurance carrier about my benefits and I do not understand all of the information. Can you help me?

For information regarding coverage and benefits from your insurance carrier, please contact your insurance carrier directly. Information about how a specific claim is processed should be provided to you from your insurance carrier on an Explanation of Benefits (EOB) form. These forms usually differ with each insurance carrier. You can visit our explanation of benefits page for a glossary of terms, which may help you interpret the information provided by your insurance carrier.

The "Explanation of Benefits" I received from my insurance carrier is different from the information on my Sonora Quest Laboratories invoice. What should I do?

If you received an Explanation of Benefits (EOB) from your insurance carrier that differs from what is indicated on your Sonora Quest Laboratories' invoice, please write your invoice number on the EOB and mail a copy or fax it to Sonora Quest Laboratories. Please refer to your invoice for the correspondence mailing address and fax number. Sonora Quest Laboratories will contact your insurance carrier to research and resolve the discrepancy.

How long will it take to receive a response from my insurance carrier?

It typically takes about four to six weeks for your insurance carrier to process your claim and send you and Explanation of Benefits (EOB). This process can be delayed if Sonora Quest Laboratories is missing your insurance benefit information, if the spelling of your name is incorrect, if the diagnosis provided does not support the medical necessity of the test on your requisition, or if your date of birth, address or another relevant demographic was inaccurate on your order requisition.

Is Sonora Quest Laboratories able to tell me if I am covered for testing?

No, Sonora Quest Laboratories does not know each individual patient's insurance coverage. It is the patient's responsibility to verify benefits before services are performed. Any questions regarding coverage should be directed to your insurance carrier.


Pricing

How can I obtain self-pay patient pricing information (for individuals who do not want to use health insurance coverage to pay for their services)?

If you are not using insurance for your services and you are having your blood drawn at a Sonora Quest Laboratories Patient Service Center (PSC) the self-pay patient pricing will be provided to you before your labs are drawn as you will be asked to pay for your testing in advance. If you would like to determine the pricing for your lab order prior to coming in for services, pricing for our most common lab tests are available on our discounted pay at time of service rates page. Patients can also contact our Customer Service team, or you can call our customer service team at 1-800-853-4288 between the hours of 7 a.m. – 12 p.m., and 1 p.m. - 5 p.m., Monday through Friday. Please make sure that you have the test number and test name from your order requisition prior to calling, as our staff will be unable to provide pricing without this information.

Can Sonora Quest Laboratories tell me how much I can expect to pay for my tests?

The price you pay for tests performed by Sonora Quest Laboratories may be dependent on several variables, such as:

If you pay for your testing at the time it is drawn;
Your insurance plan coverage of laboratory tests;
Your healthcare provider's pricing with Sonora Quest Laboratories.


Medicare

What is an Advanced Beneficiary Notice (ABN) and why is it required for certain tests?

An Advanced Beneficiary Notice (ABN) is a requirement by Medicare. The purpose of the ABN is to help patients make an informed choice about whether or not they want to receive certain laboratory tests that have a likelihood of being denied for payment by Medicare. The Medicare program pays for services only if it determines that the services are reasonable and necessary. Medicare deems some tests as medically necessary only if the patient has certain medical conditions, symptoms, or diseases. Medicare calls these tests Limited Coverage Tests. If the patient chooses to have the Limited Coverage tests performed, the patient will have financial responsibility for the testing if Medicare denies payment.


Patient Financial Assistance Programs

Does Sonora Quest Laboratories offer any programs for patients who need alternative options for paying their bill or may be experiencing financial hardship?

Sonora Quest Laboratories offers in-house payment plans which grant patients up to five monthly installments to pay off the balance owed. We've also partnered with CarePayment to offer financing options to patients who would like to consolidate multiple personal and family accounts into one affordable monthly installment over an extended period of time. For patients who qualify based on the Federal income poverty guidelines, Sonora Quest Laboratories also offers a sliding scale Patient Financial Assistance Program. For additional information please contact our online Customer Service team or call our customer service department at (800) 853-4288 between the hours of 7 a.m. – 12 p.m., and 1 p.m. - 5 p.m., Monday through Friday.

Does Sonora Quest Laboratories offer a payment plan if I have multiple accounts, or if I am unable to pay the full amount I owe all at once?

Yes, at Sonora Quest Laboratories we understand the importance of making health care services affordable to our patients and have partnered with CarePayment to offer 0% APR payment plans that will allow patients to pay for their medical expenses over an extended period of time with no impact to their credit. There is no application required and this program is available to patients regardless of their insurance coverage, credit history or employment. To obtain additional information regarding this affordable financing option please visit our CarePayment information page, or contact the Sonora Quest Laboratories customer service department at (800) 853-4288 between the hours of 7 a.m. – 12 p.m., and 1 p.m. - 5 p.m., Monday through Friday.

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