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Understanding your account statement

Frequently Asked Questions

You may have questions about the recent account statement you received from us. Below, we’ve outlined some frequently asked questions to help you understand your quarterly account statement.

Who is Vector Remote Care?

Vector Remote Care is a software and clinical support service provider your cardiac clinic partners with to support your ongoing care. Our technology reviews your device’s transmissions, helps your clinic prioritize patients who need care, and ensures your device remains connected and transmitting on schedule.

We also contact you directly through regular automated communications, letting you know when your device will transmit and providing reconnection support if it becomes disconnected.

Why did I receive this account statement?

You received an account statement because Vector Remote Care provides a clinical service ordered by your physician. The account statement reflects the amount your insurance provider has designated as your cost-sharing portion for this care based on your specific insurance plan (co-payment, co-insurance, and/or deductible).

If you have questions regarding your designated co-payment, co-insurance, or deductible amounts, you should contact your insurance provider directly.

Why did Vector Remote Care bill my insurance?

Your cardiac care clinic has selected Vector Remote Care as its remote monitoring partner. Vector Remote Care service is billed to your health insurance in the same way an X-ray or blood draw is ordered by the doctor but performed by another service provider.

As your physician ordered this service for you, we submitted for reimbursement on your behalf to your insurance.

I’ve been monitored by you for years. Why am I receiving these account statements now?

To remain in alignment with evolving Medicare and in-network provider requirements, we are required to provide patients with quarterly account statements that outline designated co-payment, co-insurance, or deductible amounts and provide a method to submit payment.

You will not receive an account statement for services rendered before January 1, 2025.

I never agreed to this service or any cost associated with it.

When your physician ordered this service, you received a welcome letter from Vector Remote Care outlining remote monitoring services and what to expect. That letter included information about associated insurance costs.

My account statement does not include my supplemental insurance.

We do our best to ensure we have accurate, up-to-date insurance information for every patient. However, if you have secondary coverage not that should eliminate any co-payment or co-insurance attributed to you, you can submit your insurance information here.

Our team will update your information on file and resubmit the claim.

Your service is out of network with my insurance.

The insurance landscape is constantly changing and Vector Remote Care is committed to your ongoing care and well-being. Our team will make every effort to work with your insurance to become an in-network provider. If that is not possible, our team will work with you directly to ensure your cost is manageable and appropriate for your financial situation.

To discuss this further, please contact our Patient Support team at 833-700-0580. One of our team members will help identify the best pathway forward to continue your care without disruption or increased expense. Due to high call volumes, you may experience longer than usual wait times. Thank you for your understanding.

Please note that your account will never incur any late fees or penalty charges.

I can’t afford this service. I want to cancel.

Vector Remote Care is a compassionate care provider committed to your health and well-being. While we understand that receiving an unexpected account statement can be jarring, we assure you that our priority is your ongoing care. Due to the critical nature of implanted cardiac devices, it is imperative that you receive the ongoing monitoring service your care provider ordered for you. We strongly urge you to reconsider.

There are various ways to reduce or eliminate the cost of this care, such as ensuring that we have your full insurance information on file, including secondary or supplemental insurance providers, arranging a monthly installment payment plan at a cost and frequency that is manageable for you, or seeking a Financial Hardship exemption from your healthcare clinic.

To discuss this further, please contact our Patient Support team at 833-700-0580. One of our team members will help identify the best pathway forward to continue your care without disruption or increased expense. Due to high call volumes, you may experience longer than usual wait times. Thank you for your understanding.

Please note, your account will never incur any late fees or penalty charges.

What is a Financial Hardship exemption?

Some patients may be eligible to receive a “Financial Hardship” exemption from their healthcare provider if they meet certain income thresholds. These thresholds vary by state and individual clinic, however, they typically align with the U.S. Federal Poverty Guidelines.

To receive a Financial Hardship exemption from Vector Remote Care, you must meet the thresholds set by your cardiac healthcare provider and qualify for an exemption. The clinic then passes that information on to our billing team for our records. Contact your clinic directly to discuss if you qualify for this exemption.

I still have questions / I want to speak to a Vector Remote Care Representative.

We aim to provide detailed information so you are confident and comfortable with your continued care. If you still have questions, use the chatbox at the bottom right of this webpage or contact our Patient Support team at 833-700-0580. Due to high call volumes, you may experience longer than usual wait times. Thank you for your understanding.

Please note that your account will never incur any late fees or penalty charges.