Your statement will show the amount you owe after your insurance has processed your claim. We ask that you pay this balance in full upon receiving your statement.

We understand that this may not always be possible. If you are unable to pay the full amount, please contact us to establish a manageable payment plan. We expect timely payments to keep your account in good standing.

To ensure we can continue providing care to all our patients, it is important to address your balance promptly. If an account remains unpaid and a payment plan has not been established within 120 days of the first statement, the account may be referred to a collection agency. Please be aware that repeated failure to pay an outstanding balance may result in dismissal from the practice.

We understand that sometimes plans change. If you need to cancel an appointment, please let us know at least 24 hours in advance. This allows us to offer your time slot to another patient in need.

Repeated missed appointments may result in dismissal from Wilmington Mental Health. If you have questions or need to reschedule, please contact our office—we're here to help you stay on track with your care.

To help keep your account up to date, all co-payments and any past-due balances are due at check-in, unless other arrangements have been made in advance. We accept cash, personal checks, and credit cards for your convenience.

For insurance plans with co-insurance or deductibles, our staff will do their best to estimate your financial responsibility at checkout. Any charges that are not processed on the day of your visit will appear on your next statement. If you overpay, we will promptly refund the difference once all insurance claims have been processed and your account balance is settled.

To ensure accurate billing, please provide your complete insurance information—including both primary and secondary coverage—at every visit, including virtual appointments. If full insurance details are not provided at check-in, you may be responsible for the entire bill.

We collect known amounts due at the time of service and submit claims to your insurance company. Please note, your insurance provider determines your eligibility, benefits, and final financial responsibility. If there is any discrepancy or missing information, you will be considered self-pay until the correct details are received.

It is important to understand your benefit plan, including how co-insurance and deductibles apply. If you have questions about your coverage, our team is here to help.

If you need a copy of your medical records, we're happy to assist. Please complete the Authorization to Release Medical Records Form available on our website and follow the instructions for submission.

If you have any questions or need help with your request, please contact our office. Your privacy and access to your health information are important to us.

Sometimes, you may choose to receive a service that isn't included in your current insurance benefit plan. In these cases, you'll be asked to sign a statement accepting financial responsibility, and full payment will be required before the service is provided.

If a service is billed to your insurance and is later determined not to be covered, payment for that service will be expected after you receive your first statement.

In both situations, you may be eligible for a discount on the total billed amount.

Self-pay patients are those without insurance coverage or without a current insurance card on file. If you are self-pay, payment toward the day's charges is required at check-in. We ask that you pay the remaining balance for services at the time of your visit, less any applicable discount.

If all charges are not available at check-out, you will receive a statement showing the remaining balance due. If you need help managing your payments, we offer flexible payment arrangements with a minimal monthly payment to resolve your balance in a reasonable timeframe.

For assistance or to discuss payment options, please contact our Customer Service Representatives at (910) 777-5575.

You have the right to keep your visit private from your insurance company under the HITECH Act. If you'd like to exercise this option, simply let us know at checkout and provide a written request for each visit. Full payment will be required at the time of service.

If you are a parent or legal guardian authorizing treatment for a minor, you're responsible for payment of all charges for their care.

Help us serve you better by keeping your contact and insurance information up to date. If you move, change your phone number, email, or update your insurance, let us know! Updates are easy—in person, by phone, or through your patient portal.

Understanding Insurance Teamwork

When you have more than one health insurance plan, they work together through a process called Coordination of Benefits (COB) to decide who pays first and how costs are shared.

Have questions about your coverage? Our team is here to help!