At Highlands Oncology, we understand that managing medical bills and insurance can be overwhelming. Our dedicated Billing Office is here to support you — from verifying your coverage and submitting insurance claims to discuss payment plans and financial options. We are your financial advocates and committed to making the financial side of your care manageable and transparent.

Please notify our office promptly if your insurance coverage changes.

 

Contact the Billing Office

Phone: (479) 587-1700
We are here to assist you with questions, out-of-pocket estimates, payment plans, and financial assistance options.  Please keep in mind that any insurance specific questions are best answered by your insurance plan and/or employer benefits administrator.

 

Insurance We Accept

Medicare (Part B Only)
Highlands Oncology accepts Medicare Part B only. Per federal regulations, we do not bill under Medicare Part A and are not reimbursed by Part A. As a participating provider, we accept Medicare’s approved amount for covered Part B services. You are responsible for the annual deductible and 20% coinsurance unless you have a Commercial or Medicare Supplement (i.e., Medigap or Tricare for Life) policy that covers these costs. Your coinsurance will be collected at the time of service.

Important Note on Part A Coverage Episodes
If you are currently in a Medicare Part A episode of care — such as a hospital stay, skilled nursing facility (SNF), home health, or hospice care — then Medicare Consolidated Billing rules apply. During this time, Part B will not pay for services that are the financial responsibility of the facility overseeing your Part A care. It is your responsibility to ensure your care with Highlands is authorized and coordinated with the Part A facility. We will bill the facility directly if required, and unpaid charges may be redirected back to you if not resolved.

Medicare Advantage (Part C)
We are in-network with most Medicare Advantage plans. If your plan is based outside of Arkansas, a service area waiver may be required. Please contact your plan to determine what coverage requirements or referrals are needed.

Notice: Coordination of Benefits – Medicare with Commercial Insurance

If you are enrolled in a commercial insurance plan and subsequently become eligible for Medicare Part B (such as turning 65), your commercial insurer may alter your benefits. In many cases, the commercial plan will no longer cover 100% of your care and may reduce reimbursement to 20%, assuming Medicare becomes the primary payer. It is your responsibility to coordinate benefits with your plan and understand how becoming Medicare-eligible affects your coverage, responsibilities, and any documentation or prior approvals required by your insurer to maintain access to services.

 

Commercial Insurance (Employer-Sponsored or Individual Plans)

We accept many commercial plans. Co-pays, co-insurance, and deductibles are collected in accordance with your plan’s rules. Patients are encouraged to confirm network status directly with their insurance plan.

Please Note: We do not directly file claims with cancer, critical illness, life insurance, travel insurance, long-term care insurance, or supplemental policies, but we will provide itemized billing statements upon request so that you may submit claims to those carriers for reimbursement.  The total amount due will be collected from you and any information necessary to file a claim with your additional policy will be made available to you.

Marketplace (ACA/Exchange) Plans
We are in-network with ACA Marketplace plans offered in Arkansas. Patients should verify participation and coverage with their plan before services are rendered.

Tricare
Highlands Oncology is out-of-network with all Tricare plans.

• Tricare Prime: You must obtain an approved referral to avoid higher Point-of-Service (POS) out-of-pocket costs. Without a referral, POS cost sharing applies.
• Tricare Select: While referrals are not required, you may face higher out-of-network cost sharing.
• Tricare for Life: Accepted as a secondary payer to Medicare. No additional referrals or authorizations are required.
• Your patient responsibility may be 15% above the Tricare allowable rate.

Arkansas Medicaid and PASSE Programs
We accept Arkansas Medicaid and are in-network with all PASSE programs.
Please note: Some Medicaid programs, such as the Specified Low-Income Medicare Beneficiary (SLMB) program, only pay your Medicare premium and do not cover your 20% Medicare coinsurance. If this applies to your coverage, you will be responsible for those cost-sharing amounts.

 

Out-of-Network Plans and Cost-Sharing Ministries

Out-of-Network Plans
If we are not in-network with your insurance plan, you may be balance billed for the portion not paid by your plan. We recommend that you contact your insurance company to request a “case agreement” or obtain a single-case exception for services at Highlands Oncology. Our Business Office can assist you with the information typically needed to initiate that process, but we are unable to initiate the process on your behalf.

Cost Sharing Ministries and Non-Insurance Products
We do not accept cost-sharing ministries or other non-insurance payors as primary coverage. If you rely on one of these options, you will be considered self-pay and responsible for full payment prior to receiving services. You may request a detailed billing statement to submit to your cost-sharing group, but reimbursement is solely your responsibility.  These products are not legally regulated insurance products and are to be used at the patient’s own risk and expense, Highlands Oncology does not interact with or bill these entities directly.

Limited Benefit and Hospital Indemnity Plans
We do not accept these plans. They do not pay for oncology treatment and are not considered primary coverage. Patients with these plans will be considered self-pay and are responsible for full payment.

Workers’ Compensation
As a dedicated oncology provider, we do not accept workers’ compensation cases, and our imaging equipment is not available for workers’ compensation diagnostics. All imaging services are prioritized for the treatment of cancer patients.

 

 

Financial Assistance & Payment

Drug Assistance Programs
Some patients may qualify for co-pay assistance or free drug/replacement programs offered by pharmaceutical manufacturers or third-party foundations. These programs are time-sensitive, are not controlled by Highlands Oncology, and rarely apply retroactively. We urge you to contact our Financial Assistance Team prior to starting any new medication to determine if you qualify and to begin the application process early. Our team can help guide you, but approval is not guaranteed and is at the sole discretion of the outside program.

 

Referrals and Pre-Authorizations

Referrals
If your plan requires a referral, you are responsible for ensuring that one is in place before each visit. While our team may help facilitate communication with your referring provider, charges incurred without a valid referral may be your financial responsibility.

Pre-Certification / Prior Authorization
Many treatments (including chemotherapy, infusions, and diagnostics) require prior authorization. Once your treatment plan is determined, please notify our Billing Office so we can begin the process. If services are rendered before authorization is obtained, you may be liable for the charges.

Financial Responsibility

We will make every reasonable effort to collect payment from your insurance. If your insurer requires information from you and does not receive it, or if services are denied due to benefit design, the remaining balance becomes your responsibility.

We offer self-pay and prompt-pay discounted rates for uninsured patients or those choosing not to use their insurance. Payment plans are available.

Payment Options

We accept:

• Cash
• Checks
• Credit Cards – Visa, MasterCard, Discover, and American Express
• Direct bank transfer
• Online bill pay: Pay Your Bill Here

No Surprises Act & Good Faith Estimates

Under the federal No Surprises Act, you are protected from unexpected out-of-network bills in emergencies and other covered situations. If you are self-pay or uninsured, you have the right to receive a Good Faith Estimate in advance of your care. View Your Rights Under the No Surprises Act

 

Important Legal Disclosures

Insurance Networks and Coverage Changes
Highlands cannot guarantee that your insurance plan will remain in-network. Insurance companies control their networks and may make changes without notifying you or us. Highlands does not operate these networks and cannot speak on behalf of any insurance carrier. Please contact your insurer directly if you have questions about network status or coverage.

 

Authority to Determine Network Participation
If there is a discrepancy between our records and what your insurer or an online directory states about network participation, Highlands’ internal records govern. Highlands reserves the sole discretion to accept or decline assignment of benefits and determine whether a provider is considered in-network for the purposes of care delivery and billing.

 

Prohibited Settlement Offers or Repricing Arrangements
Highlands will not accept any third-party “repricing,” “settlement,” or “network reduction” offers made by your insurance company or its vendors. These offers are frequently attempts to reduce payment to below the cost of services and supplies provided. Full balance remains due unless otherwise negotiated through a formal contract or agreement.

 

 

Reporting Insurance Violations

If you believe your insurance company has mishandled your claim or violated your rights, you may report the issue to the appropriate agency:

• PBM, Exchange, or Small Group Plans:
  Arkansas Insurance Department – 800-282-9134 or 501-371-2600 or insurance.arkansas.gov
• Self-Funded Employer Plans (ERISA):
  Contact your employer’s HR/Benefits department or the U.S. Department of Labor EBSA Division at 1-866-444-3272
• Medicare Advantage:
  Call 1-800-MEDICARE or visit medicare.gov/complaints
• Arkansas Medicaid / PASSE:
  Arkansas Division of Medical Services – 501-682-8292 or DMS Contact Page
• Other Plan Types:
  Please contact our office for help determining the appropriate channel for complaint or escalation.