Frequently Asked Questions - Patient Billing

Yes. Visit our Billing Services page or follow the link from your invoice notification (paper statement, email, or text). Note you can opt into paperless billing for future invoices.

If your outstanding balance has been sent to a collection agency, please call the agency at (888) 480-1576 to make a payment.

You can view a list of our contracted health plans to check which insurance carriers participate with Sonora Quest Laboratories.

Please note that it is the patient's responsibility to verify plan benefits and eligibility before laboratory services are performed. Any questions regarding coverage, deductible, or medical necessity should be directed to your insurance carrier prior to the time of service. It is also important to understand that Sonora Quest Laboratories’ status as a participating provider with your insurance plan is not a guarantee of coverage for the services ordered by your provider.

Secondary insurance updates can be submitted through our website on our update insurance information page. This information can also be faxed to (480) 565-3962 or mailed to the address on your invoice. Please reference your accession number on any fax or mailed correspondence. You can also call the Customer Service phone number listed on your invoice, or by contacting us online.

• Insurance information was not received or the wrong insurance information was received on your test order;
  
  
• The insurance carrier processed the claim and denied payment;
  
  
• The insurance carrier processed the claim and applied the balance to your co-pay or deductible;
  
  
• The insurance carrier did not respond to the claim.

Please refer to the message on your Sonora Quest Laboratories invoice or the Explanation of Benefits (EOB) from your insurance carrier for more specific information about why you received an invoice. If you have additional questions or concerns, please contact your insurance carrier directly. If your insurance carrier was not billed or was billed with incorrect information, you can submit your correct insurance information here and we will resubmit a claim to your insurance carrier. It is helpful to have your insurance card in front of you when providing this information.

Insurance updates can be submitted online on our insurance information page or faxed to (480) 565-3962 or mailed to the address on your invoice. Please reference your accession number on any fax or mailed correspondence. Please consult our list of participating insurances. If your plan is not listed, you will need to pay your Sonora Quest Laboratories invoice in full, and self-submit to your insurance plan. If you have any questions, please contact our customer service team, or you can call our customer service team at 1-800-853-4288 between the hours of 7 a.m. – 12 p.m., and 1 p.m. - 5 p.m., Monday through Friday. Please be sure that the information provided is accurate and complete. Inaccurate or incomplete information may result in a delay or denial of payment by your insurance carrier.

Yes, you can securely store payment information on our hosted bill payment partner site when you are logged into your account and make a payment on invoices you received from Sonora Quest Laboratories.

Yes.

All of us are concerned about online privacy and the security of the information we transmit over the Internet. When paying your bill online through Sonora Quest Laboratories hosted bill payment applications, be assured that your information is secure, both during transmission over the Internet and within the applications themselves. All payments are processed by a PCI Service Provider Level 1, the most stringent level of certification available in the payments industry.

To verify your payment is delivered over a secure connection:

• Look at the URL of the website: A secure URL should begin with “https” rather than “http”
• Look for a lock icon in your web browser: This usually appears in the site address field but may vary by browser

For more information, see our privacy policy.

To pay your invoice by mail, send your payment to the "Send Payments To" address listed on your invoice.

Please send the Payment Coupon(s), attached to your invoice, along with your payment and write your invoice number(s) on your check or money order to ensure proper credit is applied.

A payment may be required at the time of service for all past due balances. Sonora Quest Laboratories reserves the right to refuse laboratory services for failure to pay for past services.

Sonora Quest Laboratories does not have a partnership with Doxo or with any third party companies that charge a separate fee to pay your Sonora Quest Laboratories bill. 

Our recommendation is that patients pay their lab invoice (with no additional processing charges) on our website, through our automated phone system at (800) 853-4288, or by mail at PO Box 52880, Phoenix, AZ 85072-2880. 

The Pay-at-time-of-service (PATS) or My Lab ReQuest price for a COVID-19 SARS-COV-2 Antibody test is $75 ($99 if billed post testing), and the Pay-at-time-of-service (PATS) or My Lab ReQuest price for the COVID-19 PCR test is $100 (uninsured patients will be billed $100 and can pay at time of service at Sonora Quest Patient Service Centers or be invoiced post-testing).

As a reminder, Sonora Quest Laboratories has joined the Centers for Disease Control and Prevention's (CDC) Increasing Community Access to Testing (ICATT) program to offer free COVID-19 laboratory testing for uninsured people who are either symptomatic, exposed, or at high risk (including immunocompromised or pregnant). The ICATT program for free COVID testing is offered to uninsured patients throughout the state. Please visit SonoraQuest.com/covid-testing for additional details regarding the ICATT program and to determine your eligibility.

Previously, Sonora Quest Laboratories had the capacity to bill the Health Resources and Services Administration (HRSA) for COVID-19 testing that was performed for uninsured patients. Now that HRSA has stopped accepting claims due to a lack of funding, patients will be responsible for the self-pay cost of their COVID-19 laboratory testing.

As a reminder, Sonora Quest Laboratories has joined the Centers for Disease Control and Prevention's (CDC) Increasing Community Access to Testing (ICATT) program to offer free COVID-19 laboratory testing for uninsured people who are either symptomatic, exposed, or at high risk (including immunocompromised or pregnant). The ICATT program for free COVID testing is offered to uninsured patients throughout the state. Please visit SonoraQuest.com/covid-testing for additional details regarding the ICATT program and to determine your eligibility.

The changes to the Uninsured Program recently implemented by the Health Resources and Services Administration (HRSA) will have no impact on how Sonora Quest is currently handling claims for our insured patients. In accordance with the Families First Coronavirus (FFCRA) Response and CARES Acts, Sonora Quest Laboratories will not be collecting any patient responsibility for COVID-19 testing from insured patients until the Public Health Emergency has ended and individual health plan policies have reverted to requiring that providers do so.

As a reminder, Sonora Quest Laboratories has joined the Centers for Disease Control and Prevention's (CDC) Increasing Community Access to Testing (ICATT) program to offer free COVID-19 laboratory testing for uninsured people who are either symptomatic, exposed, or at high risk (including immunocompromised or pregnant). The ICATT program for free COVID testing is offered to uninsured patients throughout the state. Please visit SonoraQuest.com/covid-testing for additional details regarding the ICATT program and to determine your eligibility.

• ICATT Program

• Medicaid enrollment
  
  
• Healthcare marketplace enrollment
  
  
• COVIDtests.gov
  
  
• HRSA.gov – Find a Health Center
  
  
• Sonora Quest CarePayment (Patient Financial Assistance)
  

Arizona Law allows you to order Laboratory testing from a licensed clinical laboratory without your doctor’s request. This is referred to as direct access testing and Sonora Quest offers a menu of patient ordered lab tests through our My Lab ReQuest offering- Order Your Own Lab Tests with My Lab ReQuest™ | Sonora Quest Laboratories

As a reminder, uninsured people who are either symptomatic, exposed, or at high risk (including immunocompromised or pregnant) may qualify for free COVID-19 laboratory testing. Please visit SonoraQuest.com/covid-testing for additional details regarding the ICATT program and to determine your eligibility.

Please visit Frequently Asked Questions - Patient Billing | Sonora Quest. There you will find alternative options to pay your bill, including monthly payment plans through our partner CarePayment.

In addition to CarePayment, Sonora Quest Laboratories offers a sliding scale Patient Financial Assistance program. For additional information please contact our online Customer Service team or call our customer service department at 800.853.4288 between the hours of 7 a.m. – 12 p.m., and 1 p.m. – 5 p.m., Monday through Friday.

US Department of Health and Human Services or visit their Agency HRSA website:
HRSA COVID-19 Uninsured Program Claims Submission Deadline FAQs | Official web site of the U.S. Health Resources & Services Administration

The invoice you received is for laboratory services provided by Sonora Quest Laboratories, which were ordered by your physician. This invoice is for laboratory testing fees only and is separate from any bill you may have received from your physician and/or paid at your physician's office.

Although you may not have physically visited a Sonora Quest Laboratories location, your physician may have sent your specimen out to a Sonora Quest Laboratories laboratory to be tested.

Please refer to the message on your Sonora Quest Laboratories invoice or the Explanation of Benefits (EOB) from your insurance carrier for more specific information about why you received an invoice.

A few reasons you may have received an invoice include, but are not limited to, the following:

• Insurance information was not received or the wrong insurance information was received on your test order
  
  
• The insurance carrier processed the claim and denied payment
  
  
• The insurance carrier processed the claim and applied the balance to your co-pay or deductible
  
  
• The insurance carrier did not respond to the claim

View our understanding your invoice page, which contains definitions for many of the terms used on an invoice. If you would like further assistance, please contact our online Customer Service team for support. You can also contact our customer service department by phone at 1-800-853-4288 between the hours of 7 a.m. – 12 p.m., and 1 p.m. - 5 p.m., Monday through Friday. Please note that calls volumes are highest on Mondays and Tuesdays.

Insurance updates can be submitted through our website on our update insurance information page. This and other requested information can also be faxed to (480) 565-3962 or mailed to the address on your invoice. Please reference your accession number on any fax or mailed correspondence. You can also call the Customer Service phone number listed on your invoice, or contact our online Customer Service. If the message on your invoice indicates that your insurance carrier needs more information from you in order to process your claim, please contact your insurance carrier directly.

Sonora Quest Laboratories obtains diagnosis information from the ordering physician's office. If your insurance carrier denied your claim due to the diagnosis code, please contact your physician's office.

A draw fee is charged when a patient goes to one of our Patient Service Centers (PSC) or one of our In-Office-Phlebotomists (IOP’s) for the drawing of a specimen. Insurance may cover this fee for many of our patients. However, patients whose insurance does not cover the draw fee and uninsured patients are responsible for payment of the draw fee.

There are two reasons that an additional test, which was not originally ordered by your physician, would be performed. The first is that one of the tests your physician ordered may have been a "reflex" test. Reflex testing may result in an additional test being performed depending on the results of the original test. The reflex test is performed to get more detailed information about the findings of the initial test. The second is that your physician may have called the laboratory to request additional testing after the order was submitted.

Your insurance carrier is billed based on the information provided to us on the original test order, also called a requisition. Sometimes the information provided on the requisition is incorrect. To ensure your insurance is billed properly, please present your insurance card at each physician's office or Patient Service Center (PSC) visit. Please also make sure your physician's office or the PSC, has your most current insurance and billing information, including your current address, contact information, and correct date of birth. Some physician's offices have a separate laboratory test ordering system, so you can also check with your physician's office or the PSC to verify that your insurance information is correct in this system as well.

For information regarding coverage and benefits from your insurance carrier, please contact your insurance carrier directly. Information about how a specific claim is processed should be provided to you from your insurance carrier on an Explanation of Benefits (EOB) form. These forms usually differ with each insurance carrier. You can visit our explanation of benefits page for a glossary of terms, which may help you interpret the information provided by your insurance carrier.

If you received an Explanation of Benefits (EOB) from your insurance carrier that differs from what is indicated on your Sonora Quest Laboratories' invoice, please write your invoice number on the EOB and mail a copy or fax it to Sonora Quest Laboratories. Please refer to your invoice for the correspondence mailing address and fax number. Sonora Quest Laboratories will contact your insurance carrier to research and resolve the discrepancy.

It typically takes about four to six weeks for your insurance carrier to process your claim and send you and Explanation of Benefits (EOB). This process can be delayed if Sonora Quest Laboratories is missing your insurance benefit information, if the spelling of your name is incorrect, if the diagnosis provided does not support the medical necessity of the test on your requisition, or if your date of birth, address or another relevant demographic was inaccurate on your order requisition.

No, Sonora Quest Laboratories does not know each individual patient's insurance coverage. It is the patient's responsibility to verify benefits before services are performed. Any questions regarding coverage should be directed to your insurance carrier.

If you are not using insurance for your services and you are having your blood drawn at a Sonora Quest Laboratories Patient Service Center (PSC) the self-pay patient pricing will be provided to you before your labs are drawn as you will be asked to pay for your testing in advance. If you would like to determine the pricing for your lab order prior to coming in for services, pricing for our most common lab tests are available on our discounted pay at time of service rates page. Patients can also contact our Customer Service team, or you can call our customer service team at 1-800-853-4288 between the hours of 7 a.m. – 12 p.m., and 1 p.m. - 5 p.m., Monday through Friday. Please make sure that you have the test number and test name from your order requisition prior to calling, as our staff will be unable to provide pricing without this information.

The price you pay for tests performed by Sonora Quest Laboratories may be dependent on several variables, such as:

• If you pay for your testing at the time it is drawn;
  
  
• Your insurance plan coverage of laboratory tests;
  
  
• Your healthcare provider's pricing with Sonora Quest Laboratories.

An Advanced Beneficiary Notice (ABN) is a requirement by Medicare. The purpose of the ABN is to help patients make an informed choice about whether or not they want to receive certain laboratory tests that have a likelihood of being denied for payment by Medicare. The Medicare program pays for services only if it determines that the services are reasonable and necessary. Medicare deems some tests as medically necessary only if the patient has certain medical conditions, symptoms, or diseases. Medicare calls these tests Limited Coverage Tests. If the patient chooses to have the Limited Coverage tests performed, the patient will have financial responsibility for the testing if Medicare denies payment.

For patients who qualify based on the Federal income poverty guidelines, Sonora Quest Laboratories offers a sliding scale Patient Financial Assistance Program. For additional information please call our customer service department at (800) 853-4288 between the hours of 7 a.m. – 12 p.m., and 1 p.m. - 5 p.m., Monday through Friday.

Yes. At Sonora Quest Laboratories we understand the importance of making health care services affordable to our patients. We offer patients an option to pay for their medical expenses interest-free over an extended period. Patients can start a payment plan in a few easy clicks at pay.sonoraquest.com or by reaching out to our customer service team at (800) 853-4288 between the hours of 7 a.m. – 12 p.m., and 1 p.m. - 5 p.m., Monday through Friday.

Payment plans for Sonora Quest Laboratories are interest-free, have no impact on your credit, and are available without an application regardless of insurance coverage, credit history, or employment.

The Sonora Quest Laboratories financial assistance program is available to patients with or without insurance.

Access and complete the fillable application (also available in Spanish).

Once complete, please send a copy of your completed application and the requested supporting documentation (outlined on the application) to patientfinancialassistance@sonoraquest.com.

As a reminder, the patient financial assistance program qualifications are based on total household income and the number of persons in the household.