CareNow Customer Service: An Expert, Practical Guide

Overview of CareNow patient support

CareNow (see carenow.com) operates a network of urgent care clinics across multiple U.S. markets and provides both in-clinic and virtual visit options. As with most national urgent care brands, the customer service model is built around three pillars: fast access (scheduling and walk-in flow), clear financial communication (estimates, insurance handling, copays), and clinical continuity (records, referrals, follow‑up). This guide explains how to interact with CareNow’s systems, what to expect in timing and cost, and how to escalate issues effectively.

Since 2020 many urgent care operators—including CareNow clinics—expanded telehealth and online scheduling capabilities; you should expect to be able to schedule an appointment, check-in remotely, or initiate a telehealth visit through the public website or the clinic-specific patient portal. Use the clinic locator on carenow.com to find the exact hours and contact details for the location you plan to visit.

Contacting and scheduling visits

Primary contact channels are: the clinic-specific phone number (listed on the CareNow website), online scheduling at carenow.com, and walk-in registration. Typical urgent-care operating hours for large networks are 7 days/week with extended hours (for example, many clinics operate approximately 8:00–20:00 weekdays and shorter weekend hours), but hours vary by site—always confirm via the clinic locator before traveling. For same-day needs, online check-in often shortens door-to-provider time because the front desk has your insurance and reason-for-visit in advance.

Typical throughput expectations: triage/registration should take 5–10 minutes if you have your ID and insurance card; average clinical visit time ranges from 20 to 60 minutes depending on diagnostics ordered (labs, x-ray). If a visit requires follow-up (referrals, specialist scheduling), customer service will generally provide printed instructions and an estimated timeline for next steps.

What to bring and likely out-of-pocket costs

Having the right documents and payment methods greatly reduces friction during check-in and billing. Bring a government ID, your insurance card, a list of current medications, and a preferred payment card. If you intend to use a Health Savings Account (HSA) or Flexible Spending Account (FSA), bring the associated card or documentation. For minors, bring current custody documentation and the parent/guardian’s insurance information where applicable.

• Documents to bring: government photo ID, insurance card (front/back), list of meds, referral (if required by insurer), HSA/FSA card (optional).
• Typical cost ranges (U.S. urgent care industry examples): basic visit without insurance $75–$250; rapid antigen/respiratory viral testing $50–$150; PCR lab testing $100–$300; x-ray $100–$400 depending on body part. Insurance copays commonly range $10–$75 based on plan and network; coinsurance amounts vary.
• Payment methods: major credit/debit cards, HSA/FSA cards, some clinics accept cash. Ask for an itemized estimate at check-in if you need a precise cost.

Billing, insurance processing and refunds

CareNow clinics, like other urgent care providers, submit claims to the insurer on your behalf when you provide valid insurance information. Standard workflow: at check-in you provide insurance details; within 7–14 days the clinic or billing vendor submits the claim; EOB (explanation of benefits) follows from the insurer detailing patient responsibility. If a claim is denied, expect an initial billing notice from the clinic and a suggested next step—either an appeal through the insurer or an internal review request with the clinic’s billing team.

Common customer-service actions that speed resolution: request an itemized bill (important for dispute), retain the visit receipt and times (arrival, provider in/out), and document the insurer contact reference number. Typical internal resolution windows are 30–90 days for billing disputes; for refunds (overpayments), many clinics process refunds within 14–45 days once the billing department approves the adjustment.

How to escalate complaints and obtain clinical records

If you have a service or clinical concern, use the following escalation path: speak directly with the on‑site clinic manager first, then request escalation to the regional operations manager if unresolved. For administrative or corporate escalation, use the “Contact Us” form on carenow.com; include your visit date, clinic name, account number or medical record number, and a concise summary of the issue. Keep copies of emails and note the names and dates of any phone calls—these timestamps accelerate corporate responses.

• Escalation steps (practical): 1) Ask to speak to the clinic manager at the time of visit; 2) If unresolved, request written confirmation and the clinic manager’s escalation contact; 3) Submit a documented complaint via carenow.com/contact with attachments (receipts, photos, dates/times); 4) If clinical safety concerns remain, consider filing a complaint with your state health department or licensing board and request a copy of your medical record.
• Medical records: Under HIPAA you can request copies of your records; typical processing time is up to 30 days. Expect a small reproduction fee in some states—ask the clinic billing/records clerk for the exact fee schedule.

Service metrics and what to reasonably expect

Good customer service in urgent care focuses on measurable targets: registration under 10 minutes, clinician evaluation within 30–45 minutes for non-emergency conditions, and clear post-visit instructions. If your wait time substantially exceeds posted averages, ask the front desk for an explanation—delays are often due to emergency triage or diagnostic backlogs.

Finally, maintain a practical mindset: urgent care is designed for non-life-threatening conditions. For chest pain, severe shortness of breath, stroke symptoms, or other emergencies call 911 or go to an ER. For everything else—sprains, minor infections, mild fevers—CareNow’s blend of in-clinic and telehealth customer service is optimized to provide treatment, documentation for work/school, and referral coordination when specialist care is needed.

What is the phone number for ehealth customer service?

1-877-751-9310
Our customer care center is staffed with licensed health insurance agents and knowledgeable representatives, ready to assist you. Our licensed insurance agents and knowledgeable representatives are ready to help you. Just call 1-877-751-9310 Mon – Fri, 10AM – 7PM ET. Sat – Sun, Closed.

How much does a walk-in clinic cost without insurance?

According to a study by Debt.org, the average price of an urgent care visit without insurance typically ranges from $100 to $200, but this can increase based on the complexity of care required. X-rays, lab tests, or stitches can add hundreds of dollars to the total cost.

How much do CareNow doctors make?

The estimated total pay range for a physician at CareNow is $206K–$339K per year, which includes base salary and additional pay. The average physician base salary at CareNow is $241K per year. The average additional pay is $23K per year, which could include cash bonus, stock, commission, profit sharing or tips.

What is patient customer service?

What is healthcare customer service? Exceptional customer service is ensuring a safe and positive environment for patients as they navigate complex medical information. Customer service is important in healthcare because it helps to build patient loyalty and improves patient outcomes, satisfaction and trust.

How do I contact CareNow?

(844) 422-3627
If you have questions about your medical bill, please call (844) 422-3627. Our friendly customer service team will be happy to assist you from 7:30am – 6:00pm CST.

Is CareNow owned by HCA?

CareNow® was founded in 1993 and was acquired by HCA Healthcare in 2015.