No-Show Fee Policy

Last modified: October 17, 2022.

Policy

Access to mental health care is very limited due to a shortage of providers throughout the country. This crisis is exacerbated when appointments slots are scheduled but not completed. Therefore, Bloom Health Centers (BHC) deters patients from not appearing at their appointment without notice (no-show) or canceling their appointments without a cancellation notice of at least one business day in advance so that another patient may take advantage of the appointment time.

  • Appointments must be cancelled at least one business day prior to the appointment. If an appointment is canceled in the appropriate timeframe, the patient will not be charged the no-show fee.
  • If a patient cancels an appointment less than 1 business day in advance or does not give notice and is absent at the appointment, a no-show fee of $100.00 will be charged.
    • This fee will be the standard charge for all services, including intake and follow-up appointments.
  • Only the designated reviewer may approve patient appeals.

Procedure

Cancellation Without 24-hour Advance Notice

  1. A patient calls or otherwise contacts BHC to cancel their appointment less than one business day in advance.
  2. The Patient Care Navigator (PCN) or Care Team Coordinator (CTC) notifies the patient that they will be charged the no-show fee based on BHC’s policy.
  3. If the patient wants to dispute the fee, the PCN or CTC may submit an appeal through the designated Microsoft Forms.
    • This appeal will include the reason that the patient is canceling the appointment.
  4. The Forms will be sent to the reviewer for processing.
    • If the reviewer determines that the patient’s stated reason meets appeal criteria, the reviewer will notify the billing department to reverse the no-show fee charge. The reviewer will also notify the patient that their appeal has been accepted. The reviewer will also note that the fee was waived in the patient’s chart.
    • If the reviewer determines that the patient’s stated reason does not meet the appeal criteria, the reviewer will notify the patient that the review has been completed and that they will be charged the no-show fee.

No-Show at Appointment

  1. A patient does not appear at their scheduled appointment.
  2. The provider will wait for the patient’s arrival at the beginning of the appointment. Patients who have not shown up at their psychiatry appointment after ten minutes has passed will be marked as a no-show and the no-show fee will apply. Therapist appointments may be designated as no-show based on the provider’s ability to provide services with the remaining available time. The provider marks the appointment as "no show" in the practice management system.
  3. The patient will be charged the no-show fee based on BHC’s policy.
    • If the patient expresses that there was a legitimate reason for their absence at the appointment, the provider may submit a request to appeal the fee through the designated Microsoft Forms.
      • This appeal will include the reason that the patient is was absent at the appointment.
    • The Forms will be sent to the reviewer for processing.
      • If the reviewer determines that the patient’s stated reason meets appeal criteria, the reviewer will notify the billing department to reverse the no-show fee charge. The reviewer will also notify the patient that their appeal has been accepted.
      • If the reviewer determines that the patient’s stated reason does not meet the appeal criteria, the reviewer will notify the patient that the review has been completed and that they will be charged the no-show fee.

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