FREQUENTLY ASKED QUESTIONS
How can I pay my bill online?
If you wish to pay your bill online, click here.
I have a question about my bill. Who may I contact for answers?
All your questions and concerns can be directed at our customer service representatives at 787-765-7320. They will answer all your questions as quickly and efficiently as possible.
What are your customer service hours?
Monday through Friday, 8:00 AM to 6:00 AM. Saturdays, 8:00 AM to 12:00 PM.
Which medical plans do you accept?
Our insurance page has a complete list, click here to read it.
Why did I receive a bill from HRP Labs?
You may receive a bill from your doctor due to outpatient or inpatient services performed at a medical office, at Surgi Center, or at a Hospital (i.e. a collection and preprocessing of a specimen.) You may also receive a bill from HRP Labs for laboratory tests, interpretive and diagnostic (as requested by your doctor) after the sample has been taken. Please remember that both your doctor and your specialists have different fees and billing procedures. HRP Labs bills are usually for outpatient laboratory tests (such as biopsies, pap smears, etc.) that are done in a medical office or in a surgical center (Surgi Center).
The HRP Labs bills may also be for professional services related to hospital laboratory tests. If you were recently hospitalized (outpatient or inpatient) you are very likely to receive a bill from HRP Labs since our pathologists may serve several hospitals directly and may even administer their respective departments of pathology, as is the case with Hospital HIMA, Caguas and DAMAS Ponce HRP Labs.
The HRP Labs bills are usually for the technical processing of specimens from other doctors or hospitals. The lamellae are prepared in our laboratories and sent to the doctor / hospital that referred them for interpretation.
I paid my deductible in the medical office. Why am I receiving a bill from HRP Labs?
Deductibles typically only cover the medical visit. Any liability typically deductible and / or any co-payments, based on your agreement with your insurer will be billed to you once your insurer has processed your claim. This will be reflected in your billing statement of your medical plan such as the Explanation of Benefits of your insurer.
Why did I receive a bill when my insurance carrier covers laboratory tests?
Please remember that medical plans vary in benefit levels and only you can make sure that your insurer processed your claim according to the provisions of your contract. If you believe that your claim was incorrectly processed, please contact your insurer directly.
Does HRP Labs accept my medical plan?
HRP Labs is a participating provider of most insurance carriers.
I have Medicare, what do I have to pay?
Medicare participants must fill their annual quota and 20% of their co-insurance. If you have any other medical plan, please let us know.
Can HRP Labs tell me how much my laboratory tests will cost?
It is difficult to give an estimate for the total costs of laboratory tests. The pathologist may need to utilize specific dyes or order additional tests in order to arrive at a complete diagnosis.
What payment methods does HRP Labs accept?
Banco Popular (online), Visa, MasterCard, check, Money Order (please do not send cash, as we cannot guarantee delivery).
You may pay over telephone with a Visa or MasterCard, or by mail via check or Money Order.
The “Explanation of Benefits” that I received from my insurance carrier is different from the information that appears on the bill I received from HRP Labs. What must I do?
Remember that the Explanation of Benefits from your insurer is not a bill. If you determine that your insurer processed your claim incorrectly, please contact them directly in order to answer all your questions.
Explanation of Charges
Initially, HRP Labs submits a claim to the insurer that identifies your doctor or hospital. Once your insurer has processed the claim, you should receive an Explanation of Benefits from your insurer. This is not your bill. You do not have to pay anything until you receive a bill from HRP Labs. HRP Labs will send you a bill where you will be notified of how your payments will be applied and any adjustments from the insurance carrier. The remaining balance will represent your deductible, co-insurer or the cost of non-covered services which will be your responsibility. In all cases, payments must be made no later than within 30 days from the billing date.
Please remember that medical plans have different levels of coverage and only you can know if your claim was processed according to the provisions of your plan.
HRP Labs accepts checks, Money Orders, Visa or MasterCard (we do not accept cash). HRP Labs sends bills monthly. If there is new activity in your account (insurance payment, insurance denial, etc.) a detailed bill will be generated and sent to you. The payment of the required portion must be received within 30 days from the billing date.
In order to pay your bill online, click here.
Payments by Mail
PO Box 366527
San Juan PR 00930-6527
Payment by Phone
We accept Visa or Mastercard at 787-765-7320 from Monday to Friday, 8:00 AM to 6:00 PM. Saturdays, 8:00 AM to 12:00 PM.
You must have the following information available:
- Account number
- Patient name
- Date of birth and Social Security number
- Any other relevant information
HRP Labs carries out the sampling and gynecological tests (pap smears). When your doctor requests it, we also use your pap test to determine the presence of HPV, Chlamydia or Gonorrhea.
When we verify your pap smear, if the preliminary results suggest a potentially abnormal reading, the pathologist will revise the results. In this case, HRP Labs will bill you separately for the pathologist’s interpretation.
In addition, our pathologists are the leaders in carrying out the fine needle biopsy procedure. If your doctor tells you to get this procedure done at HRP Labs, know that our clinics are located in the Presbyterian Hospital in Condado, in the Hospital del Maestro in Hato Rey, in the HIMA Caguas Hospital, in the DAMAS Hospital (Edificio Parra) in Ponce and at the Ryder Humacao Hospital. To schedule your appointment, please call 787-723-2333.
Regarding the billing of these services, you will fill out a form with HRP Labs and give your medical plan information to the person in charge. You will be responsible for any deductibles that apply according to your coverage.
Submit the correct information of your medical plan
As a group of pathology providers, HRP Labs depends on the doctor, hospital or ambulatory surgery center in order to obtain the correct insurer information for billing. In some cases, the patient’s records are not updated and the incorrect information is submitted. In these cases, HRP Labs will send a bill to the patient requesting the correct information from their insurer. If you receive a bill for these purposes, or if you need to update your information with HRP Labs, please choose one of the following options.
FAX: Be sure to include the following:
- Name of Insured
- Social Security number
- Group Name
- Employer Name
- Insurance Carrier Name
- Address for claims to the insurance carrier
- Copy of your bill. If you don’t have it available, send:
- Patient Number
- Date of Birth
- Social Security Number
- Bill Number
HRP Labs bills the services of pathologists when a patient is treated at one of the hospitals where we provide services. Generally, there are two types of pathological services: clinical or anatomical.
The charges for clinical pathology are generally covered by the patient’s insurer as a reasonable and necessary service. Medically reliable results are essential for the diagnosis and treatment of patients and the supervision of a pathologist is needed.
Sometimes the pathologist determines that you your sample must be processed with dyes and special tests to give your doctor a more specific diagnosis so that you may receive the correct treatment according to the result of your test.
As for the billing of these tests, it may be the case that your medical plan does not cover them and then you will be responsible for paying them.