Returns & Refunds Policy
Clear guidelines for resolving account-related matters, patient check returns, and billing statement dispatches.
Collabria Pro recognizes the importance of promptly resolving account-related matters, including returned statements and payment refunds. To ensure clarity and efficiency, we assign dedicated specialists to address these issues and respond in a timely manner. We encourage all parties to review the following policies and understand their respective responsibilities to avoid confusion or miscommunication.
Patient Check Returns
If a patient’s check is returned by the bank due to insufficient funds (NSF) or account closure, the patient remains fully responsible for the outstanding balance as well as any associated bank returned-check fees and applicable administrative postage charges.
In such cases, Collabria Pro will contact the patient on behalf of the medical provider to obtain updated payment information, including credit or debit card details, to facilitate automatic payment processing.
Return of Statements & Undeliverable Mail
Collabria Pro manages the distribution of patient billing statements on behalf of the medical provider. If a statement is returned by the postal service as undeliverable due to an incorrect or outdated address:
- Our intake team cross-references national address databases (NCOA) and provider EHR records to locate updated contact information.
- When valid updated details are secured, statements are re-issued promptly.
- If no deliverable address can be confirmed after thorough verification, the record is documented and escalated to the client practice.
Payment Refunds & Adjustments
When a patient overpayment or dual insurance payment occurs, Collabria Pro coordinates refunds following the provider clinic’s specific financial policy. Validated overpayments are processed back to the originating payer or patient within standard statutory guidelines (typically 30 days of credit balance discovery).