Billing and Insurance FAQs

    What is a Visit Receipt?

    A Visit Receipt summarizes your ZOOM+Care visit and estimates any remaining charges before insurance reviews your claim. Visit Receipts may be updated with new charges because of your insurer’s review. We post all of your Visit Receipts to your Timeline.

    Why do I have an outstanding balance?

    An outstanding balance occurs when your insurance company determines you’re responsible for additional charges for your ZOOM+Care visit. We verify your insurance coverage before you arrive in-clinic, and you pay before you leave. However, once your insurer reviews the claim for your visit they may retroactively adjust the cost of services.

    Common reasons you could receive an additional bill from ZOOM+Care include:

    - You haven’t met your insurance plan’s deductible.

    - Upon review, your insurer determined certain services we provided aren’t covered by your plan.

    - Your insurer denied your claim because of a lack of coverage, meaning you’d be responsible for the full cost of the visit.

    Have benefits or coverage questions? Contact your insurer. For a full billing statement of your visit, email us – health@zoomcare.com.

    Why is my Visit Receipt an estimate?

    We call your Visit Receipt balance an estimate because the total cost of your visit may change once your insurer reviews your claim. We’ll email you if the amount you owe changes.

    How will I be notified if my Visit Receipt changes?

    We’ll email you directly if the amount owed changes. That email will state the new amount owed, and will link to an updated Visit Receipt on your Timeline.

    I was overcharged. How can I get a refund?

    If you believe you’ve been overcharged for your visit, please email us – health@zoomcare.com. We’ll look into it.

    How can I get a full statement for my visit?

    For a full billing statement and breakdown of your visit charges, please email us – health@zoomcare.com. In your email, include the name of the provider(s) seen, and date(s) you visited.

    Why do you charge my card automatically when my bill is adjusted?

    We process all charges automatically (within 24 hours) when your bill is adjusted. That way, you can go about your day and not worry about any outstanding balances.

    Why did my payment fail?

    A few common reasons your payment failed:

    - Your card is expired.

    - Funds aren’t available

    - Charges were denied by your financial institution.

    If you continue to have issues settling a remaining balance, please reach out to your bank for help.

    Why did you charge a different card on my account?

    If your preferred payment method expired or has insufficient funds, we’ll attempt to charge any additional payment methods on your account. We do this to quickly settle any outstanding balances so your account stays in good standing. Outstanding balances may prevent you from scheduling future ZOOM+Care visits.

    How can I change my preferred payment method?

    Follow these steps:

    1. Log in to your ZOOM+Care account.

    2. Select the “More” dropdown.

    3. Go to “Account Settings".

    4. Select “Payment Methods".

    5. Select the preferred payment method.

    6. Select “Set as preferred” at the bottom of the page.

    Does ZOOM+Care accept partial payments?

    No. All payments must be made in full.

    Who do I talk to if I have a question about my bill?

    For questions about your bill, email us – health@zoomcare.com

    How can I pay an outstanding bill?

    Outstanding balances will be processed in 24 hours. If you would like to make a payment immediately, give us a call - (503) 684-8252

    My billing address changed. How do I update my payment information?

    Follow these steps:

    1. Log in to your ZOOM+Care account.

    2. Select the “More” dropdown.

    3. Go to “Account Settings."

    4. Select “Payment Methods.”

    5. Select the preferred payment method.

    6. Update your zip code

    7. Select “Save” in the top right corner

    How do I pay for my care?

    We accept most health insurance including auto and worker's compensation. Check out our full list of accepted insurance here. We don't take Medicare, Medicaid, Tricare, Travel insurance, EPO or HMO plans. If you don't have insurance you can pay the full amount yourself.

    When you pay.
    At the end of your visit you will be charged the estimated amount you owe and your insurance will be billed for the rest. We accept major credit and debit cards including Health Savings Accounts (HSA) or Flexible Spending Account (FSA) cards. You can also use your Health Reimbursement Account (HRA).

    If your insurer covers less than the estimated amount, you will receive a bill in the mail from ZOOM+Care for the difference.

    Do you take my health insurance?

    We accept most insurance including auto insurance and worker's comp. We don't take Medicare, Medicaid, Tricare, Travel insurance, EPO or HMO plans. If you don't have insurance you can pay directly. Check out our full list of accepted insurance here.

    When scheduling a visit at zoomcare.com or with the iOS App, enter your insurance information when asked "How will you pay?" Your insurance information will be automatically saved so you can easily schedule visits in the future. Your exact coverage will vary based on your plan, call your insurer for more information.

    Don't have insurance? No problem, you can pay the full amount yourself. Check out our pricing information here.

    Why did I get a bill in the mail?

    If you received a bill from ZOOM+Care in the mail, it's most likely your insurer covered less than we estimated when you paid at check out.

    To pay your bill:
    1. Call us at (503) 684-8252 to pay with credit card.
    2. Pay in person at your neighborhood clinic with credit card.
    3. Send us a check to ZOOM+Care at
    1455 NW Irving St Suite
    Portland, OR 97209

    When will I get my refund if I had to pay in full?

    If you're insured and paid in full, we submit a claim to your insurance company after your visit. It can take weeks to months for your insurer to process the claim. If you've overpaid based on what your insurer covered- we'll reimburse you.

    If you think we owe you a refund and haven't seen it, email our Help Team

    Why did I get an EOB (Explanation of Benefits) from my insurance company?

    Your insurer will send you an EOB (Explanation of Benefits) after they've received a claim for your visit. This is a summary of your visit charges and any amount paid by you and your insurer for the visit. If your insurer covers less than expected, we bill you for the difference.

    Where can I find my past invoices?

    To find past invoices, go to your Timeline at zoomcare.com or the ZOOM+Care iOS App.

    1. Select "Timeline" from the main navigation
    2. Log into your account when prompted
    3. Select “Visit Summary” for the relevant visit

    You’ll find the invoice attached. Your invoice reflects what you paid at the time of your visit. If you receive a bill after your visit, this will not be in your online account.


    Why did I get an email saying my credit card was going to be charged?

    When you pay after your visit we use your insurance information to estimate how much you owe. If your insurer covers less than the estimated amount you paid, we charge your card on file the difference. You'll receive an email letting you know you're going to be charged 24 hours before.

    If you need to find out your balance or update your card on file to pay, call us at (503) 684-8252. You can also respond directly to the email if you have questions.

    Why did I get charged from ZOOM+Care Lake Oswego or Tanasbourne?

    Regardless of which clinic you visit, our our charges (and refunds) show up on your credit card or bank statement as ZOOM+Care Lake Oswego or ZOOM+Care Tanasbourne.

    Why did a get a bill from LabCorp?

    LabCorp is our preferred partner for labs and tests. At ZOOM+Care, most labs and tests are processed by our own lab. For the labs and tests we don't offer, we send your specimen collection to LabCorp. Your results are returned within 48 hours for most tests.

    How LabCorp billing works:
    1. We send your payment information with your test.
    2. LabCorp bills your insurer and their payment.
    3. You'll get a bill in the mail if you owe a balance.
    4. You pay your balance online at labcorp.com.

    Ugh, I'm in collections. Now what?

    If you're in collections that means we've tried to contact you four times to pay your balance. We mail three invoices to your mailing address and call you. Then we send you to our partner, QuickCollect. After that Zoom can no longer be paid directly, and you won't be able to be seen at Zoom until you've paid your bill.

    How to pay QuickCollect:
    1. Pay online or call 800-252-6322 to pay with your credit card.
    2. After you've paid you'll receive a confirmation code.
    3. Email our Help Team a message with the confirmation code.
    4. You'll be able to schedule a Zoom Visit.

    How do I update my credit card information?

    To update your credit card information on zoomcare.com:

    1. Select a time to schedule.
    2. You'll be asked to confirm your credit card to hold the visit.
    3. Press "Change" and enter your new credit card information.

    Update your credit card using our iOS App:
    1. Log into your ZOOM+Care iOS App. Download here 
    2. Open your account setting.
    3. Select Account Details.
    4. Select Payment and replace credit card.

    To update how you want to pay for a bill, email our Help Team.

    Are you in-network with my EPO or HMO insurance plan?

    If you have an Exclusive Provider Organization (EPOs) or Health Maintenance Organization (HMOs) plan you can get care at ZOOM+Care if you pay in full. ZOOM+Care isn't in-network with any EPOs or HMOs. Contact your insurer for more information.

    Why do I have a refund on my card from ZOOM+Care?

    If you've received a refund, it's most likely because your insurance covered more than what we estimated at check out. This could be from a recent visit or a past visit, insurance payment and refunds can take weeks to months.

    More questions? Email our Help Team.

    How can I pay for my visit?

    We accept major credit or debit cards including Health Savings Account (HSA) or Flexible Spending Account (FSA) cards. Also, if you have funds in a Health Reimbursement Account (HRA), you can use them at Zoom. We do not accept cash, checks, or money orders.

    How much do vaccines cost?

    For each vaccine, you'll pay for the vaccine itself plus an administration fee. If you have insurance, what you pay will vary based on your plan. If you don't have insurance you can pay in full yourself. Check out our prices here.

    How much do labs cost?

    If you have insurance, the amount you'll pay for labs varies based on your plan. Contact your insurance provider for details. If you don't have insurance, you can pay in full yourself. Check out our prices here.

    Why can't I use my insurance to pay for meds I get at my visit?

    ZOOM+Care doctors are licensed and specially trained to dispense onsite medications from the clinic, but we are not licensed pharmacies. Because of this, insurance companies will not pay for your meds. The good news is most on-site medications cost less than most pharmacy co-pays, and we can save you a trip to the pharmacy. Half of our medications are $10 or less, and 5 out of 6 are under $20.

    Will my insurance pay for a Sports Physical?

    Most insurance plans won't pay for a Sports Physical. For more information about your coverage contact your insurance provider. If you're not covered you can pay the full amount of $145 yourself.

    How do I bill Worker's Compensation Insurance?

    To bill your employer's workers' compensation insurance when scheduling your visit:

    1. Schedule a visit at zoomcare.com or the iOS App.
    2. When asked "How will you pay?" select "Workers' Compensation."
    3. Enter your manager's name and phone number when prompted.
    4. ZOOM+Care will contact your employer to get your workers' compensation information.

    Note: Your employer can't pay for your visit using their personal or business credit or debit card. In Oregon, ZOOM+Care must be the first place you get care for your injury or illness. We're not able to bill worker's compensation if you've started your care and a claim with another healthcare provider.