Return Policy
Payment handling, statement return procedures, and our commitment to transparent billing practices.
Last Updated: February 10, 2026 | Version 2.1
1. Policy Overview
This Return Policy outlines the procedures and responsibilities regarding patient payment handling, statement returns, and refund processes for services provided by DrCareMSO on behalf of our healthcare provider clients.
DrCareMSO Responsibility
- Process patient billing statements accurately
- Handle returned mail and check returns
- Maintain accurate billing records
- Provide transparent reporting to clients
Client (Provider) Responsibility
- Provide accurate patient demographics
- Authorize refunds when applicable
- Cover postage for statements
- Respond to billing inquiries in a timely manner
Patient Responsibility
- Provide current mailing address
- Submit timely payments
- Communicate billing concerns promptly
- Maintain valid payment methods
2. Patient Check Return Handling
When a patient's check is returned for insufficient funds or other reasons, the following procedure is followed:
Insufficient Funds Responsibility
The patient is solely responsible for any returned check fees. DrCareMSO will add the returned check amount plus applicable fees back to the patient's account balance.
Automatic Payment Reattempts
DrCareMSO will make up to two (2) additional automatic attempts to process the returned payment over a 14-day period before escalating the matter.
Three-Statement Notice Policy
After the final failed payment attempt, the patient will receive up to three (3) billing statements over a 90-day period requesting payment of the outstanding balance including applicable fees.
Account Transfer
If payment is not received after the three-statement cycle, the account will be transferred back to the client (provider) for further action, including potential referral to collections.
3. Statement Return Policy
DrCareMSO manages patient billing statements on behalf of healthcare providers. The following policies govern the handling of returned or undeliverable statements:
Mailing Responsibility
DrCareMSO coordinates the printing and mailing of all patient statements. Statements are sent via USPS First Class mail to the address on file. It is the client's responsibility to provide accurate, up-to-date patient addresses.
Returned Statement Handling
When statements are returned as undeliverable, DrCareMSO will update the patient record, attempt to locate a valid address through skip-tracing services, and notify the client of the undeliverable status.
Client Postage Responsibility
All postage costs for patient statements are the responsibility of the client (provider). DrCareMSO will provide monthly postage invoices with detailed statement counts. Bulk mailing discounts are applied when available and passed through to the client at cost.
4. Refund Policy
Important: All patient refunds are the sole responsibility and at the sole discretion of the healthcare provider (client). DrCareMSO does not issue patient refunds independently.
Refund Authorization
All refunds must be authorized in writing by the provider. DrCareMSO will process the refund through the billing system and update all related records upon receiving written authorization.
Billing System Updates
Upon provider authorization, DrCareMSO will adjust the patient account balance, generate the refund entry, update the billing ledger, and provide documentation for the provider's records.
Commission & Reversal Adjustments
When a refund is processed, DrCareMSO's commission on the original payment will be reversed proportionally. Credit adjustments will appear on the next monthly statement to the provider.
5. Service Satisfaction Guarantee
We operate on month-to-month service agreements. You are not locked into long-term contracts and may terminate services with 30 days written notice. Our confidence in our service quality means we earn your business every month.
If our services have not met the agreed-upon performance metrics, we will conduct a thorough review. If performance fell short, we will issue appropriate fee adjustments or credits.
6. Dispute Resolution
Any billing disputes will be reviewed by our management team within 10 business days of receipt. We aim to resolve all concerns promptly and fairly through the following escalation process:
Submit your dispute in writing to support@drcaremso.com with relevant account details.
Our billing operations team will acknowledge receipt within 2 business days.
A thorough investigation will be completed within 10 business days.
A written resolution with supporting documentation will be provided.
If unsatisfied, you may escalate to our Director of Operations for final review.
7. Contact Information
For questions regarding this Return Policy, please contact our Client Services team:
Transition Support
Should you choose to transition to another billing provider, we provide comprehensive transition support at no additional charge, including complete data transfer, pending claims follow-up for up to 90 days, and detailed documentation of all open accounts.