Helping Patients Post Purchase

Appointment Scheduling

Patients don't need to be scheduled before a voucher is purchased, and scheduling information is provided after you purchase a voucher.

You typically can find the provider's scheduling contact information on the order confirmation page and voucher so you can contact them to verify their availability and/or schedule. If you can't locate this information or if it's inaccurate, please reach out to the MDsave Support Team at 888-522-4450 or support@tendo.com.

The patient scheduling process varies based on your company's policy. The navigator who made the purchase can schedule the appointment, or the patient may need to contact the provider to schedule.

If you’ve already purchased a voucher and need to switch providers due to scheduling constraints, contact your account manager. If you don't know your account manager, send us a message.

Your account manager can send you contact information for orthopedic providers upon request.

It may be necessary for a patient to purchase and schedule an office visit in addition to their procedure if they need a non-imaging-based procedure such as surgery and have not previously seen the operating provider for an initial consultation. The procedure offer page will indicate whether an office visit is required.

Orders

You may need to send a physician’s order to the provider who will perform the procedure. Fax or email the physician’s order based on the provider’s instructions on the order confirmation page and voucher. If you have questions, reach out to the Care Connect Support Team at 888-522-4450 or support@tendo.com.

What Patients Should Do Post Purchase

After their voucher has been purchased, patients should:

1. Schedule their appointment if necessary.
2. Bring a printed or electronic copy of the voucher or the voucher to the appointment and tell the provider that they purchased a voucher for the procedure through MDsave. Because Care Connect is new and many providers still don’t know about it, patients should refer to MDsave to avoid confusion.
3. Avoid presenting their insurance card, as doing so can lead to billing errors later in the process.

Medical Results

Care Connect doesn’t directly manage medical results. Patients should:

• Contact the provider directly.
• Confirm with the ordering provider that the need for results is specified in the initial order.
• If as the care navigator you need medical results, you should include them in the order and confirm with the provider that they will be sent as instructed.

For questions or assistance, reach out to the MDsave Support Team at 888-522-4450 or support@tendo.com.

Surprise Bills

If a patient receives a surprise bill, please contact the MDsave Billing Support Team at payment.team@mdsave.com. Include:

• Patient name
• Patient date of birth
• Date of service
• Voucher number (or facility name if voucher number is unavailable)
• A copy of the bill received (important for our Billing Team to get started on the case)
• Description of the issue or concern

Surprise bills may occur for reasons including:

• The procedure gets changed at the time of or during service.
• The wrong procedure was purchased.
• An additional procedure was needed.
• A covering physician or alternate group provided care for the service.
• The patient’s demographic information was incorrect or was submitted to the ancillary provider(s).

We strive to minimize surprise bills, but if any issues arise, our team is here to assist in resolving them.