Patient Center

Patient FAQs

What hours is the best time to call the billing office?

The billing office is open from 8:30 am to 4:30 pm Monday through Friday, CST.


Where should I call with a billing question?

If you have questions about your bill, or you would like to pay a bill by phone please call our billing office at (918) 744-2164 or (800) 331-9102.
PLEASE HAVE THE FOLLOWING INFORMATION READY:
Insurance Card, or Explanation of Benefits, or Bill


What is an ABN or an Advanced Beneficiary Notice?

The Advanced Beneficiary Notice (ABN) is a form that we ask Medicare patients to sign if we think that the diagnosis code that we have may not justify medical necessity or that the test may exceed frequency guidelines set by Medicare. This is our way of informing the patient that they may be responsible for payment if Medicare does not pay.

ABN Information Booklet This is informative document, provided from the Department Of Health And Human Services / Centers for Medicare and Medicaid Services, explains all about the use of the Advance Beneficiary Notice (ABN).


How long does it take to get my lab test results?

The Laboratory results will be available based on the type of test and procedures involved in order to obtain results. Most routine results are available the day after receipt of specimens by the laboratory*. Those designated as STAT will be expedited. Those that require longer assay time are reported as soon as results are available.
(*Please check with your physician to see what timeframe he has for reviewing and relaying lab results to you, along with his comments and recommendations.)


Do I get my results or does my primary care physician get the results?

The results will be made available to your Primary Care physician or ordering provider. Results can be requested to be sent to other physicians or you may request a copy of your results by contacting RML Client Services at (918) 744-2500. You will be asked to provide positive identification or sign an authorization for release of your medical information.


What is the procedure for Lab testing at your Patient Service Centers?

Depending on the test, the procedures at the Patient Service Centers include phlebotomy services, specimen acquisition, and anatomic laboratory services.


What is this test used for?

Please check our Test Directory at www.RMLonline.com and put in the test name. This will give you the information about the test and its function.


Why do I need to show my insurance card each time?

In order to ensure that your insurance carrier is billed properly, we require specific demographic information and documentation for proper filing. Since insurance plans can change annually, Regional Medical Lab advises patients to present an insurance card at each visit to ensure that each patient's tests are billed correctly.


How long is my laboratory order good for?

Depending on the type of laboratory order, this could be 45 days to 1 year.  Call (918) 744-2500 for more information.


Can I pay my bill on-line?

YES... RML has a new feature called Online Bill Pay (see button link above). It will allow you to register via a secure log-in process and pay your invoice online.


Where do I go for my testing?

We have Patient Service Centers located across Oklahoma and Kansas for your convenience. Please see the link above for Patient Service Centers.


Why Have I received a bill from Regional Medical Laboratory?

The bill you have received in the mail represents charges for laboratory services performed by Regional Medical Lab that were not covered by your insurance. Laboratory services are not part of your physician bill and are billed to you directly from Regional Medical Lab.
Additional Reason for receiving a bill:

  • No response from insurance company: Sometimes we don't know the reason why an insurance company does not pay. We know they have not responded with a payment or a denial within the time specified (usually 60 days). When this happens, it is your responsibility to resolve this matter with your insurance company.

  • Unable to identify patient due to incorrect name or ID number: If your insurance company knows you as "Robert," do not use "Bob." Insurance companies are unable to identify you when the name and ID number on the claim are not an exact match with the name and ID number listed on the insurance card.

  • Coinsurance, co-payment or deductible: This is the amount due from you as determined by your insurance plan. Please review your policy. Deductibles must be paid before the insurance company will begin to make payments.

  • Diagnosis is missing: In addition to needing to know what service you received, insurance companies want to know why you received the service. Your physician must supply a diagnosis code that supports the reason why the test was ordered.


Can you bill Worker's Compensation for my claim?

Yes, we normally can bill Worker's Compensation, but we need this information: your social security number, the name of your employer, the date of injury, your Worker's Compensation claim number and the name and address of the Worker's Compensation carrier. (The carrier is usually your employer - in some states, it's the Worker's Compensation Commission.)


How can I make a payment on my account?

Payment can be made over the phone or by mail by using VISA, MasterCard, American Express, Discover or by personal check. There is no additional fee for using the pay by phone service, please call (918) 744-2164 or (800) 331-9102.


I lost my job and can't pay my bill, but I will when I can. Is there anything I can do to keep this from going to a collection agency?

Yes. Call us at (918) 744-2164 or (800) 331-9102. Ask if you can set up a payment plan to pay a minimum of $25.00 each month. Then make the agreed payments. (This will go on our file.) If you don't pay and don't make arrangements, your account may be turned over to a collection agency.


I cannot locate a treatment or diagnosis code on my statement?

We don't show treatment and diagnosis information because we handle only the billing portion of the medical process. If you have questions about your treatment, diagnosis or other medically-related questions, contact your health care provider.


Why did I receive a bill from the hospital and the physician's or specialist's office?

The hospital bills you for the use of their facility and the supplies used during your stay. The physician or specialist bills you for services that he or she performed.


Will you bill my primary insurance organization?

Yes, we'll bill your primary insurance organization, but we need this information; your insurance organization's name and address, your policy and group numbers and the policyholder's name and employer. We will file once as a courtesy. If the insurance does not respond in a reasonable amount of time a tracer letter will be sent to your insurance company. This bill remains your responsibility. Contact the insurance company and see if any additional information may be needed from you.


Will you bill my secondary insurance organization?

Yes, we'll bill your secondary insurance organization, but we need this information; your insurance organization's name and address, your policy and group numbers and the policyholder's name and employer. We will file your secondary insurance once as a courtesy.


How can I find out if my insurance company has paid this claim?

Please read your bill carefully. A line item adjustment will be printed on your bill if we have received payment from the insurance company. If you are still uncertain, you can either contact your insurance company directly or contact the Patient Billing department at (918) 744-2164 or (800) 331-9102. 


How do I file a claim using secondary insurance for the remainder of my lab bill?

If you have more than one insurance policy, you must submit to the secondary insurance company directly with a copy of your Explanation of Benefits (EOB) from your primary insurance company. Mail the bill you received, along with the EOB, to your secondary insurance company's claim processing address.


Why didn't my insurance pay this claim?

You should have received an Explanation of Benefits (EOB) from your insurance carrier that explains in detail the services that were either paid or denied. If you need further assistance determining the reason(s) why your insurance company did not pay for the performed services, please contact your insurance carrier directly.


How does billing work if I have insurance that Regional Medical Lab doesn't have a contract with?

Regional Medical Lab will send a claim to your insurance company but you may be responsible for the full dollar amount billed.


How long will it take before my insurance company responds to this claim?

Please allow your insurance company 4 to 6 weeks to process your claim. If your insurance claim has not been processed in that amount of time, contact your insurance company directly for further information.


What do I do if the information shown on the Regional Medical Lab bill does not match the information I've been provided by my insurance company?

If you have received an Explanation of Benefits (EOB) from  your insurance company that shows different information than the bill you have from Regional Medical Lab, please forward a copy of your EOB to Regional Medical Lab. You may fax this information to 918-744-2208 or mail a copy of the EOB to: 
RML & PLA Business Office
9330 E 41st St, Suite 105
Tulsa, OK 74145


What happens if Medicare does not cover a service ordered by my doctors?

When our laboratory believes that Medicare will not cover a test, you will be asked to sign and date an "Advance Beneficiary Notice". We will submit the bill to Medicare and then bill you for services they deny.


Doesn't Medicare pay for all laboratory testing?

No. While Medicare rules allow payments for most procedures, a few categories are not covered and will result in a bill to patient. Categories not covered by Medicare include:

  • Screening procedures. Procedures that might be ordered as part of a routine exam (for example, yearly physical) are in most cases not covered.
  • Items Not Medically Necessary. For some procedures, Medicare maintains a list of diagnoses (reasons for testing) for which they will pay for the particular test. If your particular diagnosis is not on this list, Medicare will not pay.
  • Investigational Tests. Tests that are not yet approved by the FDA are considered experimental or investigational and are never covered by Medicare.