Billing Frequently Asked Questions
Billing FAQs & Assistance
Billing FAQs - Browse by Topic
Insurance & Coverage
Since we accept all major insurance plans, more than 98% of the care we provide is in-network. We also accept VA benefits, out-of-network, and self-pay patients. Coverage varies by state — see current plans accepted.
Call your insurance company (the number is on the back of your card) and ask about your deductible, copay, and co-insurance for the specific service you’re scheduling. Once you’ve booked, our team will confirm your coverage and let you know your estimated copay or deposit amount due at the time of your appointment.
Please have your current insurance and payment card ready when you schedule and when you arrive for each appointment. If your insurance changes, let us know as soon as possible — this helps your claims process accurately and avoids delays or denials.
Understanding insurance can be complicated. Here are some questions that you may want to ask your insurance provider when seeking mental health care.
- Does my plan include mental health benefits?
- Do I need a referral to begin care?
- Am I able to see a provider virtually?
- What is my deductible, and has it been met?
- How much does my plan cover for an out-of-network provider?
- Can I use an HSA or FSA card to pay for services?
- How do I submit a claim for reimbursement?
- How long should I expect to wait for a claim to be paid?
Understanding Your Bill
Claims are typically submitted to your insurance carrier after services are rendered and all required information has been verified. Insurance companies often require time to process and review claims after they are submitted. While timelines vary by insurance plan, it is normal for claim processing to take several weeks before a final determination is made. We appreciate your patience while your insurance carrier completes its review.
You may receive a bill if you have a balance remaining after your insurance company processes your claim. This may occur if services were not covered by insurance, or if a copay, deductible, or coinsurance amount remains your responsibility.
Being billed through insurance doesn’t mean you won’t owe anything — insurance pays its share first, and we bill you for what’s left. Your insurance plan determines what you owe for your care, including your deductible, copay, and co-insurance, or if part of the service wasn’t covered by your plan. The bill you receive reflects your responsibility after your insurance has processed the claim, not a mistake or a separate charge.
If you have questions about your benefits or why you’re responsible for a specific amount, your insurance company is often the best resource — the number is on the back of your card.
Definitions of common insurance and coverage terminology can be found below.
Statements are emailed unless you’ve requested a paper statement. Please check your spam folder for messages from Family Care Center and add us to your contacts to ensure future delivery.
Statements are sent monthly as long as you have a balance due.
To switch from email to paper statements, use the opt-out option included in your statement email. This is the only way to make the switch, so our clinics and billing team aren’t able to process this request directly.
About Paying Your Bill
The fastest way to pay is online through your patient portal. You can also pay by phone, in person, or by mail — see our Pay Your Bill page for all your payment options.
We accept major credit cards, debit cards, HSA/FSA cards, checks, and other approved payment methods.
Your card on file covers copays, co-insurance, and deposits. These are typically charged the day of your appointment, though some charges can take up to 48 hours to process. Any remaining balance not covered by insurance, once you’ve received a statement, is charged monthly.
If you’re unable to pay your balance, please contact your clinic location — we can discuss a payment plan or help you apply for financial assistance.
Yes, payment plans are available for qualifying balances. Contact your clinic location to discuss a payment plan.
Our billing team can review your account and explain charges, payments, insurance adjustments, and remaining balances.
Yes. We’ll apply the overpayment as a credit to your account or issue a refund.
Your statements and account details are shared only with you or someone formally authorized on your account. Your insurance company may also send you an Explanation of Benefits (EOB) separately — that’s not a bill, just a record of what they’ve processed.
Common Terminology
In-network — a provider that works with your insurance. You’ll usually pay less out of pocket for care.
Out-of-network — a provider without an agreement with your insurance plan, which may mean higher out-of-pocket costs.
An insurance co-pay is fixed amount your insurance plan sets that you pay at each visit, regardless of the total cost of the service. It’s due at the time of your appointment and typically doesn’t count toward your deductible. For example, your plan might set a $30 copay for a therapy visit and a different amount for a psychiatry visit.
An insurance deductible is the amount you pay out of pocket for covered services each plan year before your insurance starts sharing the cost. It resets annually. For example, if your deductible is $1,500, you’re responsible for the full cost of covered care until you’ve paid $1,500 that year — after that, co-insurance takes over.
Once you’ve met your deductible, co-insurance is the percentage of the cost you and your insurance company each pay for covered services, until you reach your out-of-pocket maximum. For example, an 80/20 plan means your insurance pays 80% and you pay the remaining 20% of the allowed amount.
Your out-of-pocket maximum is the most you’ll pay for in-network services during the plan year, including your deductible, co-insurance, and copays combined. Once you reach it, your insurance covers 100% of covered services for the rest of the year.
A deposit is an amount we collect at your appointment based on your estimated insurance responsibility for that visit — typically your deductible and co-insurance. It’s applied toward your final balance once your insurance processes the claim; any difference is refunded or billed accordingly.
Out-of-Network & Self-Pay
You can still receive care at our self-pay rates. In some cases, we can submit a “courtesy claim” to your insurance company on your behalf, so you don’t have to file for reimbursement yourself — we’ll confirm at scheduling whether this applies to you. If we’re not able to submit a courtesy claim, request an itemized receipt from our billing department so you can submit it to your insurance company directly. See our Out-of-Network & Self-Pay page for more information.
First, contact your insurance provider to confirm your out-of-network benefits, deductible, and any referral requirements. You’ll pay our self-pay rates at your appointment, and in most cases, we’ll submit a courtesy claim to your insurance on your behalf — or provide an itemized receipt so you can file directly. See our Out-of-Network & Self-Pay page for the full process.
Contact our billing department at fccbilling@fccsprings.com or 719-540-2131 to request an itemized receipt. You can then submit it directly to your insurance company to file for reimbursement.
Call your insurance company (the number is on the back of your card) and ask whether your plan includes out-of-network benefits — and if so, what portion of the cost they’ll reimburse and any requirements (like a referral) to qualify. Our team can help you understand our self-pay rate and your reimbursement options once you’ve scheduled.
We post estimated self-pay rates for common services, including intake and follow-up visits and TMS. The price for any service is an estimate — actual charges depend on the circumstances of your visit. See current rates.
Yes, we accept HSA and FSA cards as payment.
Request an itemized receipt from our billing department and submit the claim directly to your insurance company for reimbursement.
Full details, including our out-of-network billing and reimbursement flyer, are on the Out-of-Network & Self-Pay page.
Financial Assistance
Yes. Family Care Center is committed to making quality care accessible, including for patients who are underinsured or unable to pay for medically necessary care based on household finances. Eligibility is based on federal poverty income guidelines, family size, income, and applicant age. See our Financial Assistance Program page for the full process.
Download the Financial Assistance application, print it and bring it to your appointment, or fill it out and email it to patientpayments@fccsprings.com. You can also request a copy from your clinic or by calling 719-540-2119 (7:30 a.m. to 4:30 p.m. Mountain Time). See our Financial Assistance Program page for the full process.
Patient Portal & Billing
Register for our patient portal to manage your care in one place: upload your insurance card, photo ID, and other documents; sign forms; message your provider; view your statement; manage a saved payment card; and pay your balance. See our Patient Portal FAQs for more information.
A link to the patient portal is at the top of our website. To log in the first time, look for the email from our Patient Access Team sent when you scheduled your first appointment. We recommend bookmarking the portal login page so it’s easy to find next time. See our Patient Portal FAQs for more information.
Try using the Forgot Password and Forgot Username links on the patient portal login page.
Need more help with your portal account?
Please visit our Patient Portal FAQs or contact your clinic location.
Cancellation & No-Show Policy
We schedule appointments to give every patient the time and attention they deserve. To help us do that, we ask patients to arrive on time and give at least 48 business hours’ notice to cancel or reschedule or fees may apply.
To cancel or reschedule your appointment, please contact your clinic location as soon as you can.
Appointments cancelled or missed without enough notice may be subject to a no-show or late-cancellation fee ($50 for therapy, $100 for psychiatry/medication, and $250 for educational and diagnostic testing).
If an emergency comes up, contact your clinic location as soon as you can — fees may still apply, and our billing/eligibility team is not able to cancel appointments on your behalf.
Please contact your clinic location to cancel or reschedule your appointment. If you are inside the 48 business hours’ window, fees may still apply, and our billing/eligibility team is not able to cancel appointments on your behalf.
Still Need Help?
Our billing team is happy to answer questions about your account.
Your clinic location can assist with portal access, payment, and more.
Billing
fccbilling@fccsprings.com
719-540-2131
7:30 a.m.–4:30 p.m. Mountain Time
Financial Assistance
patientpayments@fccsprings.com
719-540-2119
7:30 a.m.–4:30 p.m. Mountain Time
Mailing Address: FCC MSO LLC, Attention: Patient Billing · P.O. Box 845113 · Dallas, TX 75284-5113