Patient Guide

 

Important Note to All Patients

All of our patients are welcome to contact our Patient Services Department during standard working hours to have their questions answered. For your convenience, we have listed here many of the questions we receive most often along with our responses. If you cannot find the answer to your question among these, please contact:

Patient Services
Cedars-Sinai Medical Group
Phone: (800) 700-6424
Fax: (310) 385-8134

If you are confused about how the healthcare system works, about certain terms and phrases or how Cedars-Sinai Medical Group fits into the healthcare system, visit Healthcare Questions and Answers for a brief discussion about the state of healthcare today.

 

General

Choosing and Seeing a Physician

Referrals

Billing

 

General

What is the difference between Cedars-Sinai Medical Group and Cedars-Sinai Health Associates?

The Cedars-Sinai Medical Group is a clinically-integrated, multi-specialty medical group with more than 100 physicians, located at seven sites around the Beverly Hills and West Hollywood vicinity. All the Cedars-Sinai Medical Group doctors are on an electronic medical record system allowing seamless coordination of your health care between them.

Cedars-Sinai Health Associates is an Independent Physician Association (IPA),with a network of over 500 physicians, including private practicing, faculty, and Cedars-Sinai Medical Group physicians. They have individual offices throughout Los Angeles and privileges to admit patient at Cedars-Sinai Medical Center.
 

 

Which health plans do you accept?

Both Cedars-Sinai Medical Group and Cedars-Sinai Health Associates physicians accept many forms of payment, including self-pay, Medicare fee-for-service and various HMO and PPO health plans. For a complete list, click on this link.  A Patient Services representative can help identify if your plan is accepted by your physician. Because Cedars-Sinai Medical Group and Health Associates accept a variety of health plans, you might be able to maintain your relationship with your physician even when it is necessary to change your health plan.

 

How can I communicate with my physician's office electronically?

My CS-Link is a secure online health management tool available to Cedars-Sinai Medical Group patients. It allows you to communicate with your physician's office, request appointments, view upcoming and past appointments, manage prescription renewals and view your health care summary.

 

Choosing and Seeing a Physician

My company changed healthcare insurers. Can I keep my current Cedars-Sinai Medical Group or Cedars-Sinai Health Associates physician?

Because our medical groups and physician associations accept a variety of health plans, you might be able to maintain your relationship with your physician even when it is necessary to change your health plan. Please contact our Patient Services Department as soon as you learn your company is switching plans.

 

How do I choose a primary care physician if I don't know anything about him or her?

We provide information about Cedars-Sinai Medical Group and Cedars-Sinai Health Associates primary care physicians on this website. You can search by physician or specialty and learn where the physician attended medical school and conducted his or her residency. Additionally, you can call our Patient Services Department for information about our physicians at (800) 700-6424 for Cedars-Sinai Medical Group or (800) 773-2742 for Cedars-Sinai Health Associates.

 

How do I change my primary care physician?

If you are a current HMO patient of Cedars-Sinai Medial Group, our Patient Services Department can help you change primary care physicians. If you are a member of Cedars-Sinai Health Associates, Patient Services can help you choose a physician, but you must contact your health plan directly to make the change official.

 

If my primary care physician's office schedule is full and I feel I need care, can I go to the emergency room?

Our physicians are available 24 hours a day. If you are feeling ill, contact your doctor. If he/she is unavailable, depending on your condition you may be referred to our Urgent Care or the Emergency Room.

Cedars-Sinai Medical Group's Urgent Care is designed to help meet your unexpected medical needs when your primary care doctor is not available. If you have a non-life-threatening illness that needs immediate medical attention, our Urgent Care offers same-day appointments and extended hours seven days a week for adults and children.

If you or someone under your care is experiencing a life-threatening emergency, call 911. Should you require care outside the Cedars-Sinai Medical Group's or Health Associate's service area, please obtain copies of all tests taken and contact your physician as soon as possible to determine the best course of care.

 

How do I get to my physician's office?

Cedars-Sinai Medical Group and Cedars-Sinai Health Associates physicians are located throughout greater Los Angeles. If you do not know your physician's address, call our Member Services Department.

 

Do I need to bring anything special to my first visit?

We want to ensure you are seen quickly once you arrive and that your time with the physician is used effectively. It will be helpful if you bring to all your visits your current insurance card and any medications you are taking.

 

Referrals

Why do I need a referral from my primary care physician to see a specialist?

If you are insured by an HMO or in some cases a PPO, your health plan may require a referral for specialist care. Your primary care physician is your central contact for all medical concerns as this allows for continuity of care for members and allows a central location for medical records. Referrals are typically processed within 14 days, except in urgent situations, and you will be notified by mail when the referral has been processed.

All utilization management decision-making is based only on the appropriateness of care and service. None of our physicians or staff members are encouraged or rewarded (financially or otherwise) for issuing denials.

 

My physician submitted a referral for additional care. How do I find out the status of that referral?

Most non-urgent referrals take about 14 days to complete and get the information to you. You and your physician will receive notification by mail when your referral has been processed. If it has been more than 14 days, please contact our Member Service Department for its status.

 

My referral was denied. How can I appeal?

The first step in appealing a denied referral is for you to contact your health plan. To do this, you will need the referral number. If you do not have the referral number, contact our Member Services Department. They can provide this number and transfer you directly to the health plan.
 

 

Billing

I received a bill and have questions about it. Who can I call for assistance?

Our billing service is ready to help you. For your convenience, we have posted answers to some of the most frequently asked billing questions on this website. If your question cannot be answered here, please contact our billing department by telephone at (800) 851-0211.

 

What should I do if my insurance information is incorrect on my statement?

We apologize for this error. Please contact us during at (800) 851-0211. We will then make the necessary changes to your account and rebill the correct insurance plan.

 

Can I pay by credit card?

Yes. Please fill out the appropriate information on your statement and mail it back to us. Alternatively, you may telephone our billing customer service unit at (800) 851-0211, and they will be happy to assist you with processing your payment.
 

 

I called the Business Office once before, but my issue continues. What should I do?

In some cases, changes to a patient's account might take some time. Should you see that a requested change did not take place, please call us. Make sure you obtain the name of the representative who is assisting you every time you telephone us at (800) 851-0211 so we can track our service. If you are not satisfied with the follow-through, please ask for a supervisor.

 

According to my Explanation of Benefits (EOB), I am only liable for a certain amount of money and the balance is to be written off, as my physician is a participating provider. What should I do if my bill does not reflect this?

Please contact our customer service unit at (800) 851-0211 with your information. We will be happy to review your information with your insurance carrier to ensure the correct adjustment was made.

 

May I speak to someone in person?

Yes. Please contact our office at (800) 851-0211 to make arrangements to meet with one of our physician billing coordinators.

 

May I e-mail you my concerns?

Yes. We recognize that our patients have very busy lives, and our Internet service allows you to quickly send us your information via e-mail. You will receive a response from us indicating that we did receive your information and we will follow through as necessary.

 
Send Us a Message

 

It has been several months since I saw my physician and I am only now receiving a bill. Why?

Some insurance plans take up to 90 days to pay out their patient's claims. During this time, we do not send out information to our patients regarding their billing activity, as we have found this action often confuses our patients. On receipt of payment from your insurance carrier, you will receive a bill from the Business Office for any residual balance, which includes details of your insurance payment activity and other useful information.

 

Why do patients get more than one bill?

For services rendered in the hospital, you might receive more than one bill, but you are not paying twice. The hospital bills for their equipment, technicians and supplies. Specially trained doctors, such as radiologists, pathologists or anesthesiologists might perform additional services at the request of your doctor. These specialists will bill you separately. If you have any questions, please call the number printed on the statement you receive from these specialists.