Today, we’re joined by Raquel Torres, Skyway’s Billing and Client Advocate Manager. Raquel plays a key role in helping both clients and providers navigate insurance coverage, verifying benefits, and answering questions around eligibility, coverage changes, and out-of-pocket costs. Her team works behind the scenes to reduce financial confusion and ensure clients can focus on what matters most – their care.
We asked Raquel a few of the most common questions providers and clients have about insurance verification and billing, and here are her answers.
Q & A With Raquel Torres, Billing and Client Advocate Manager
Q: How does Skyway help guide clients through the financial aspect of treatment?
Skyway completes a comprehensive insurance verification prior to admission. This includes confirming active coverage, behavioral health benefits, required authorizations, in-network status, and estimated patient responsibility. Our billing and admissions teams collaborate closely to ensure coverage is clearly understood before admission.
Q: What happens if a client experiences a change in coverage (job loss, COBRA, subscriber changes, plan updates, etc.)?
If a coverage change occurs, our team immediately re-verifies benefits, assesses authorization impacts, and communicates any changes to the client. We work proactively to minimize treatment disruption and explore alternative coverage options or financial arrangements when needed.
Q: How are out-of-pocket expenses calculated and communicated to clients?
Out-of-pocket expenses are calculated based on the client’s specific insurance plan and estimated length of stay. This includes deductibles, copays, coinsurance, and out-of-pocket maximums. These estimates are reviewed with the client prior to admission and revisited as claims are processed to ensure transparency and accuracy.
Q: What happens if a client loses insurance while in treatment, do they have to stop the program?
No. Loss of insurance does not automatically require a client to discontinue treatment. Skyway works with the client to identify options such as COBRA, new coverage, or self-pay arrangements to allow continuity of care whenever possible.
Q: Does Skyway offer payment options?
Yes. Skyway offers flexible, interest-free payment plans for eligible balances. Our goal is to reduce financial stress while ensuring clients can remain focused on their recovery.
Q: Can financial plans be customized based on a client’s individual needs?
Yes. Both treatment plans and financial arrangements are established on an individual basis. Skyway collaborates with clinical teams and clients to align care recommendations with financial considerations whenever feasible.
Q: How does Skyway help ensure clients don’t accumulate unexpected or growing bills during treatment?
We provide ongoing benefit monitoring, timely claim submission, regular account reviews, and proactive communication with clients. Any changes in coverage or financial responsibility are addressed promptly to prevent surprises.
Q: What reassurance can referring providers give clients regarding insurance coverage and financial transparency at Skyway?
Skyway prioritizes financial transparency, proactive communication, and continuity of care. Our billing team partners closely with clients throughout treatment to ensure they understand their coverage, financial responsibilities, and available options at every stage.
Supporting Care With Clear Insurance Guidance
At Skyway Behavioral Health, we know that insurance questions and billing concerns can create stress for clients and providers alike. Our billing and client advocacy teams provide transparent insurance support, benefit verification, and financial guidance, ensuring clients understand coverage, navigate changes smoothly, and remain engaged in treatment. By prioritizing insurance transparency in behavioral health, we help reduce financial confusion so providers can feel confident referring clients and clients can focus on their care.
To learn more about Skyway Behavioral Health or our treatment programs contact us.
