Frequently Asked Questions (FAQs)
Forte Secure Web Pay FAQs
Q: What name do I use to process payments?
A: Under Billing Information, please use the cardholder name. For Order Transaction information, use the patient’s first and last name.
Q: What do I do if I pay the wrong amount or need my transaction canceled?
A: Please call our Patient Resources department at 1-866-580-6470 or email PatientResources@DaVita.com immediately to cancel or refund any incorrect payments.
Q: What do I do if the transaction is declined?
A: Please contact your credit card company for details.
Q: What is the minimum and the maximum amount one can pay per transaction?
A: The minimum payment is $10; the maximum payment is $10,000.
Q: Will I get a receipt after my payment is processed?
A: Yes, after your transaction is processed you will have the option to print a receipt.
Q: Can I set up recurring/autopay payments using Forte Secure Web Pay?
A: No, at this time there is no recurring payment option.
Q: What payment methods can I use?
A: You can make payments with a Visa, MasterCard, American Express or Discover credit or debit card. Flex pay is accepted. International credit cards are not accepted.
Q: May I use more than one credit card to pay off the balance?
A: You may process more than one payment on a claim number or balance; however, they will be processed as separate transactions on the portal.
Mailed Bill FAQs
Q: Why did I receive a bill?
A: After your insurance(s) processes your claims, they send a response to DaVita indicating your patient responsibility (for example your co-pay and/or deductible). DaVita will then send you a statement with any patient responsibility owed by you on a monthly basis.
Q: How do I know what balance to pay?
A: Your total patient responsibility is under the Balance Due section of the patient statement you received in the mail. You can also call our Patient Resources department for outstanding balance information and details at 1-866-580-6470.
Q: Where do I find my account number, claim number and date of service?
A: Your account number will start with a letter and is located on the bottom left-hand corner of your bill, followed by 6-7 numbers. The claim number and service dates will be in the middle section of the statement.
Q: What do I do if I disagree with the balance listed on my bill?
A: If the insurance listed is accurate, please reach out to your insurance provider directly, as they determine patient responsibility that DaVita bills. If an insurance is missing from your statement or you have any other questions, please call Patient Resources at 1-866-580-6470.
Q: What should I do when I need to add, update or change the insurance listed?
A: Call Patient Resources at 1-866-580-6470 Monday-Thursday from 6 a.m. to 3 p.m. (PT) and Friday from 6 a.m. to noon (PT).
Q: What do I do if I cannot afford to pay my bill?
A: You can reach out to the social worker or insurance counselor at your center to discuss options.
Q: What are my payment options?
A: You have three options:
- Pay online at Forte Secure Web Pay.
- Pay over the phone by calling 1-866-580-6470 Monday-Thursday from 6 a.m. to 3 p.m. (PT) and Friday from 6 a.m. to noon (PT).
- Mail in a check to the address listed on your statement.
Q: How do I know if my insurance was billed?
A: Your statement from DaVita will list all insurances billed prior to assigning any patient responsibility. If you have an insurance that is not listed, please bring your insurance card into the center during your next treatment or call Patient Resources at 1-866-580-6470.
Q: What should I do with the explanation of benefits (EOB) I receive from my insurance company?
A: First, please know that the EOB is not a bill. The EOB provides important information about how your insurance claim was processed by your insurance company. It is a document that you should use to determine how much you can expect to pay your provider. You should always match the provider’s bill with the EOB prior to making a payment to the provider.
Q: What company name will show up on my bank statement after I make a payment?
A: DaVita Dialysis.