One Call
IN THIS ARTICLE
Through One Call’s Network Access Program, employers and consumers shopping on the Tendo Marketplace are able to purchase vouchers for many types of imaging care at more than 2,000 One Call affiliated imaging centers.
The services listed on a One Call voucher that is purchased through the Tendo Marketplace have been fully paid for, and a contracted provider will be reimbursed by One Call, per contracted terms. When purchasing a voucher from a One Call affiliated provider, the patient must bring a printed copy of their voucher to receive care.
Handling Common One Call Issues
Provider Refuses a One Call Voucher
When patients present One Call vouchers to providers, some providers may not be aware that One Call and Tendo Marketplace (including MDsave and Care Connect) have the above agreement. You can let the provider know that this voucher is part of One Call’s Network Access Program and should be accepted. If this doesn’t work, contact One Call at (904) 807-3046 or email One Call at Healthcare_Network@onecallcm.com so that they can inform the provider of the agreement.
Ask the provider to let the patient know that the voucher is valid and they can schedule the procedure. Here are scripts that you can use to explain the relationship between One Call and Tendo Marketplace:
To the provider, say: “This One Call voucher is valid, since you are a member of One Call’s Network Access Program which the Tendo Marketplace (including MDsave and Care Connect) utilizes. The agreement between One Call and Tendo Marketplace allows One Call patients to access providers and purchase vouchers through Tendo Marketplace. The voucher has been fully paid for and you will be reimbursed by One Call, per contracted terms. You can submit the bill directly to One Call. Please contact the patient to schedule the procedure.”
If the patient contacts you to say that the provider has refused the voucher for this reason, say: “Your One Call voucher is valid because the provider is a member of One Call’s Network Access Program which the Tendo Marketplace (including MDsave and Care Connect) utilizes. It looks like the provider is not aware of the agreement between One Call and Tendo Marketplace. I’ll let them know that the voucher is valid. Once I’ve done that, the provider will contact you to schedule the procedure.”
Helping One Call Patients and Providers Understand Tendo Marketplace
For providers and patients who haven’t heard of Tendo Marketplace, MDsave or Care Connect, say:
“Tendo Marketplace is a nationwide on-line healthcare marketplace that thousands of providers participate in. It provides high-quality healthcare bundles for common medical procedures at affordable and predictable prices on the mdsave.com website.
“Patients use the public MDsave section of the website to purchase vouchers for medical procedures, while members of self-funded employer health plans, care navigators and other organizations use Care Connect to purchase vouchers for their patients.”
The term MDsave is better known to most providers than Tendo Marketplace and Care Connect, which are relatively new, so patients should mention MDsave when presenting their voucher at their procedure appointment. The relationship between One Call and Tendo Marketplace is explained at the top of the One Call voucher.
When a Provider Says One Call is Workers Comp Only, and Doesn’t Pay for Mammograms or Other Procedures
Say to the provider:
“Although One Call’s primary workers comp business doesn’t purchase [procedure], they make a wider range of procedures available through their Network Access Program, which your facility participates in. This allows partners like Tendo Marketplace (including MDsave and Care Connect) to purchase vouchers for additional procedures offered at your facility. Your facility has a contracted rate with One Call for [procedure] via your Network Access Program agreement, and you can bill and receive reimbursement from One Call just like you would for a typical One Call patient.”
Other Questions or Issues
If a patient makes a complaint or has a billing issue or you need to add or update providers or procedures, please contact Tendo Support at support@tendo.com or call 844-256-7696.