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Frequently Asked Questions

General

What Makes iCare Different From Traditional ERs?

iCare combines the best of ER and Urgent Care in one location. Having a hybrid ER and Urgent Care center in one location provides convenience for patients who are unsure of what kind of treatment they need. iCare Emergency Centers is wholly owned and operated by local emergency physicians in the Dallas-Fort Worth Metroplex. Our goal is to provide compassionate, affordable, and exceptional emergency and urgent care. We have worked in hospital-based emergency rooms providing similar care but noticed that patients were waiting for at least 2-3 hours before being seen, the physicians and nursing staff were hurried, and the interactions between the physician and patients were impersonal. We founded iCare Emergency Centers to provide the quality of care for our patient that we demand for ourselves and our families. We began with streamlining the intake process by minimizing the time needed to check-in, minimizing the time in our triage area, and getting patients into a room quickly. We have implemented an emergency department specific electronic medical record to minimize paperwork, automate our processes, and file insurance claims electronically. Our laboratory and imaging suites are on-site, comprehensive, and digital. Laboratory results are available within minutes and our digital x-ray suite, ultrasound, and 4th generation CT scanner allow for real-time readings by our emergency physicians and formal reads by board-certified radiologists.

Do You Treat Children?

YES! Our emergency physicians are residency trained to treat pediatric emergencies. Many of our physicians have trained and practiced in pediatric emergency centers prior to joining iCare. Our facilities are equipped to treat you and your child with personalized service in the event of an emergency or illness. We understand that coming to the emergency room may be a scary and unusual time for you and your child. We have designed our facility to be calmer, less hectic, and more child friendly compared to the hospital-based emergency rooms.

Who Will Be Delivering My Medical Care?

All patient will receive medical care by a board-eligible / board-certified emergency physician.

Who Is A Board Certified Emergency Medicine Physician?

Emergency medicine physicians complete four years of medical school and at least 3 to 4 years of residency in an accredited facility. Board certification occurs after training and is a voluntary process but once a physician is certified shows that he or she meets nationally recognized standards for education, knowledge, experience and skills to provide high quality care [http://www.certificationmatters.org/about-board-certified-doctors.aspx]. At iCare Emergency Room and Urgent Care, all of our physicians are Board Certified in Emergency Medicine meaning that they are certified to handle any emergency. Our physicians are credentialed to work in hospital-based emergency departments throughout Texas. Compare that to other freestanding emergency rooms in the Dallas-Fort Worth metroplex who don’t have that these specialists available to them. You will find that they staff their emergency room’s with family physicians or internal medicine physicians who do not have the expertise or education as a Board Certified Emergency Medicine Physician.

Billing

I’ve Heard About Being Over Billed by Other Emergency Rooms. Will That Happen With iCare?

Absolutely not! We are very aware of the high medical costs that patients accrue when utilizing medical services. Our goal with iCare Emergency Centers has been to treat both urgent and emergency care appropriately — Although under one facility, our emergency room and urgent care are two separate entities. Upon your arrival to iCare, our triage nurse will note your symptoms, chief complaint, vital signs, and overall condition. Based on our triage protocol, you will be sent to our urgent care facility or emergency room. During our urgent care business hours we will happily see you for minor problems. Your urgent care visit will be coded according to the specific urgent care visit and sent electronically to your insurance carrier.If your condition is such that it requires our emergency room we will tell you ahead of time prior to the initiation of treatment but will do so only when triage is complete and an assessment by our emergency physician has been made. We will discuss with you our concerns, method of treatment, and possible costs. We want to have greater transparency in our billing while making the entire process less burdensome.

I Don’t Have Insurance or I Have a High Deductible Plan. What Can I Do to Reduce My Costs?

We do offer a significant discount on the services rendered if the entire bill is paid in full at the time of your visit. If you have any questions regarding your billing or whether we take your insurance, please contact our billing department. We understand that it can be confusing and difficult to navigate insurance plans and the healthcare system. We are open to working with everyone to ensure you receive the highest quality care at one of our many locations. Because we believe the cost of care should never be a barrier to care.

What If I Have Problems with My Insurance Carrier?

Texas state law requires your insurance carrier to reimburse you for emergency room visits and any refusal of payment by your insurance carrier enables you to file a grievance with the Texas Department of Insurance. Contact the Texas Department of Insurance for more information. According to Texas guidelines, all insurance carriers are required to pay in-network benefits for any patient who seeks emergency medical treatment services (your emergency room visit). If you have any problems with your insurance carrier and/or billing issues, please contact us so that we may assist you to the best of our abilities.

What Insurance Do You Take?

We accept most major private insurance carriers and their plans including Aetna, Blue Cross/Blue Shield, United Healthcare, Humana, and many others. If you have questions regarding your insurance eligibility, please do not hesitate to call and speak with us.

What If I Have Questions About My Bill?

iCare strives to be fair and transparent with our billing process — you’ll never encounter hidden costs or surprise fees. If you have any questions regarding your billing or whether we take your insurance, please contact us so that we may assist you to the best of our abilities.

Disclaimer

ATTENTION PATIENTS:
Pursuant to Senate Bill 425 and House Bill 3276, the following is for your information:

This facility is a freestanding emergency medical care facility;
This facility charges rates comparable to a hospital emergency room and may charge a facility fee;
This facility or a physician providing medical care at the facility may not be a participating provider in your health benefit plan provider network; and
The physician providing medical care at this facility may bill separately from the facility for the medical care provided to you.
This facility is not a participating provider in any health benefit plan provider network. However, under the Affordable Healthcare Act (ACA/Obamacare), your health insurance company is required to process your emergency visit at in-network benefit levels.