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Answers to your questions about billing and MyADC

Billing

Payment

What are the different ways I can pay my bill?
Click here to view your bill pay options.
Who is responsible for paying my bill?
As a patient, you are ultimately responsible for all services you receive from the physicians and staff at ADC. For patients who are minors, the guarantor (the person who accompanies the minor) will be responsible for the bill. ADC will be happy to file your insurance for you with your insurance company. ADC will work with each insurance company to help you receive maximum reimbursement on services provided. However, payment for services is still each patient’s responsibility.
How do I know if ADC received my payment?
ADC will not send you a statement if your account has been paid in full. Your cancelled check or the charge on your credit card bill will serve as your receipt for the payment. If you believe that a payment was not applied to your account, call customer service at 512-901-4600.
What is a deductible?
A deductible is the amount you must pay for health care expenses before insurance covers the cost of your care.
Is a deductible the same as a co-payment?
A deductible is not the same thing as a co-payment. A co-payment, or co-pay, is the pre-determined amount that your insurance policy requires you to personally pay for services, in addition to what your insurance will cover.

Insurance

Which insurances plans are accepted by The Austin Diagnostic Clinic?
Click here to view the list of insurance plans ADC accepts.
What charges am I responsible for if I have insurance?
If you have health insurance from one of the insurance companies that ADC is contracted with, you will be responsible for your co-pay, any deductible that your policy has, and for any charges that are not covered by your insurance policy. The exact charges that are not covered will be determined by your insurance company.
What if I don’t have health insurance?
If you do not have insurance, you will be responsible for all charges for your care. Please remember that ADC does not accept all insurances. You may be responsible for all your charges if ADC is not contracted with your insurance.
What is co-insurance?
Co-insurance is the amount of money that your health plan requires you to pay for services after your deductible has been met. Co-insurance is often a percentage. For example, you may be required to pay 20 percent of the charges and your insurance company will pay 80 percent.
Why didn’t my insurance pay for services I received?
You should receive an Explanation of Benefits from your insurance company that should explain why they did not pay for certain services. Two of the most common reasons that your insurance does not pay for services are

  1. You have not met your deductible;
  2. Services that you received are not covered by your policy. Always check with your insurance company if you have questions about what services they did or did not pay for.

Statements

Why did I receive a separate bill from the lab, hospital, and from ADC?
Though we share the same building, North Austin Medical Center (St. David’s – HCA) is a separate company from ADC. When you are hospitalized, the hospital will bill you separately for your hospital charges. In addition, many times services that are provided in the hospital or at an imaging center also have physician charges associated with the services. In those instances you may get a bill from both the hospital or the imaging center, as well as a bill from your ADC physicians for services they provided as part of your care. You may also receive services from non-ADC physicians (such as anesthesiologists) if you have surgery in the ADC surgery center or at a hospital. ADC provides a wide range of laboratory services for our patients, but sometimes certain tests are sent to another laboratory or health care facility for processing. This may result in the patient receiving a bill for the services provided by other facilities.
What are non-covered services and why must I pay them?
In many situations, non-covered services are services that may be important to your health, but are services that your insurance does not pay for based on your policy. In other instances, they may be services that are considered experimental or cosmetic in nature and are not paid for by your policy. Check with your insurance company to find out what services are not covered by your policy.
Where can I get an itemized bill?
Call The Austin Diagnostic Clinic Customer Service Department at 512-901-4600 to request an itemized bill.
Why does my statement have a balance forward amount?
After you receive services from The Austin Diagnostic Clinic, you will receive a statement for those services if you did not pay your bill in full. If the services are not paid in full within 30 days, your next statement will show a balance forward amount.
I received a statement for “estimated charges.” What are “estimated charges?”
Estimated charges are the charges we believe you will incur, based on the surgical procedure you are scheduled for. If the surgeon must do other things during the surgery, the final charges may be different. This estimate also does not include charges that are not provided by ADC (such as anesthesiology or pathology charges). Those charges will be billed separately by the party providing the service. For all services that are part of surgery, the portion that you are personally responsible for may differ once your insurance processes your claim.

MyADC

What is MyADC

Who can sign up?
Any patient over the age of 18 who has been seen by an Austin Diagnostic Clinic physician can sign up for a free MyADC account.
Can I sign up my child?
Unfortunately, proxy (authorization for one person to act on behalf of another) accounts are not available at this time for the parents or guardians of children and other adults.
Is there a fee associated with using MyADC?
MyADC is a free service offered to our patients.
How do I sign up?
If you are new to MyADC, you can register by clicking on the Register Now link. Step-by-step instructions are available here.
If an ADC staff member started your registration during your visit, you will need to complete the registration process. Step-by-step instructions are available here.

Signing up for MyADC

Why am I required to provide my account number and other personal information to sign up for MyADC?
Maintaining the privacy of your personal health information is a top priority. We use a stringent identity verification process before allowing access to your record. By requiring multiple pieces of personal information, we can confirm your identity with greater accuracy. We only allow access to MyADC patient records if we have verified that the enrollee’s identity matches that patient. All of the information you provide is secured with 128-bit encryption technology as it transmits from your computer to our MyADC server.
I do not want to enter my account number or other personal information online. Can I fill out a form or give you the information over the phone?
No. You may request an MyADC account in person at ADC or register online. If you choose to register in person, you will be asked to provide your email address and select a username. Once your account has been created, you will be sent a temporary password via e-mail (to the address you provided), and you will need to log in using the username provided at the clinic and the temporary password that was sent via email. You will be prompted to reset your password at that time to a password of your choosing.You can also do the entire registration process online using our secure, encrypted connection. When you enter your account number and other personal information, it is encrypted, which means that no one can read it during transmission.
Can you provide me with an access code and I will create a password?
Our system is automated to protect your privacy. To enroll in MyADC, you need to complete the online enrollment process. This will confirm your identity as well as your status as a patient of The Austin Diagnostic Clinic. You will then be given a password that will enable you to activate your account and establish your unique user ID and password. The temporary password will remain active until you create a new password. Another option is to create an account in person at your next doctor’s visit. You will provide a username and e-mail address. A temporary password will be sent to you by e-mail. You will use this password to log in and create a unique password. Learn how to complete your registration here.
What if the information I provide doesn’t match the information in MyADC (phone numbers, account number, etc.)?
 Please call the MyADC Help Desk at 512-901-4927 Monday-Friday, 8am to 5pm.
Who do I contact if I have trouble signing up or accidentally enter my information incorrectly?
Please call the MyADC Help Desk at 512-901-4927 Monday-Friday, 8am to 5pm.

Using MyADC

Who do I contact if I have a question about using MyADC?
Please call the MyADC Help Desk at 512-901-4927 Monday-Friday, 8am to 5pm.
What type of appointments can I request online?
You can request an appointment, view, cancel or reschedule an appointment.
How do I cancel an appointment?
You may click on View Appointments and select the Cancel button. We would like to know the reason you are canceling your appointment to make sure we are providing you the best possible service.
Not all appointments are available to cancel. If the appointment is within 48 hours, we ask that you call the office to cancel. This allows us to accommodate other patients in a timely manner.
How soon can I expect my lab results to appear?
Most lab results will be available 96 hours after they are processed by the lab.  This will allow your physician to review the results before sending them through the portal.
How soon can I expect a response to an “Ask the Nurse” message?
Your doctor’s office will make every effort to respond to your messages within 24 hours, except weekends and holidays. If you need to speak with your doctor’s office sooner, call the office directly. MyADC is not for urgent matters. Call “911” if your concern is urgent.
My appointment shows 10am but I was told to show up 30 minutes early. When should I arrive?
Your doctor’s office may ask you to arrive up to 30 minutes early so that you can fill our preliminary paperwork, diagnostic testing, preparatory steps or labs prior to your exam. If you are not sure when to arrive for your appointment, call your doctor’s office or use the Ask a Nurse feature at least 24 to 48 hours in advance.

Passwords and User IDs

My password does not work. What should I do?
Go to the MyADC login page and click on “Forgot Password“. For your security, you are required to answer security questions to confirm your identity.  Call the MyADC Help Desk at 512-901-4927 Monday-Friday, 8am to 5pm.
I forgot my MyADC Username. How do I get a new one?
At the sign-in screen for MyADC, click “Forgot Your Username?” You will be asked for your First Name, Last Name, Date of Birth and E-mail Address. For your security, you are required to answer security questions to confirm your identity. Call the MyADC Help Desk at 512-901-4927 Monday-Friday, 8am to 5pm
I forgot my password. How do I get a new one?
Go to the MyADC login page and click on “Forgot Password“. For your security, you are required to answer security questions to confirm your identity. Call the MyADC Help Desk at 512-901-4927 Monday-Friday, 8am to 5pm.
Where can I update my personal information (i.e., home address, e-mail) or change my password?
Log in to MyADC, then click the Preferences link in the header beneath your name and select the appropriate option.

Security and Privacy

How secure is MyADC?
All communications between you and your ADC health care provider using MyADC are carried over a secure, encrypted connection. Encryption means the information is encoded in such a way that no one can read it during transmission. This secure connection utilizes industry standard Secure Sockets Layer (SSL) 128-bit encryption. Your health records are stored behind a firewall to prohibit unauthorized access. In addition, MyADC requires a unique ID and password that you create yourself.
What is your Privacy Policy?
MyADC is owned and operated by The Austin Diagnostic Clinic and is fully compliant with federal and state laws pertaining to your privacy. Your name and e-mail address will be kept private and confidential and will never be sold or released by MyADC. Read the policy here.
I was logged out of MyADC. What happened?
If your keyboard remains idle for 20 minutes or more, you will be automatically logged out of MyADC. We recommend that you log out of your MyADC session if you need to leave your computer for even a short amount of time. Our goal is to protect your privacy and the security of your information at all times.

MyADC Browser Requirements

Which browsers are compatible with MyADC?
MyADC requires a secure 128-bit compatible desktop browser, such as Internet Explorer (MS supported versions 10 or 11) or Firefox (version 40 or higher) or Chrome (version 50 or higher). This is based on the requirement for protecting transferred private, personal healthcare information over the Internet. Users should also allow cookies and JavaScript for the MyADC website.