Home infusion FAQ
Straight answers about starting, scheduling, billing, and what happens during a visit.
Getting started
How do I get started?
Call us at (800) 996-0978 and we'll complete the intake form with you, or start your intake online. Your doctor can also fax a referral to (800) 430-2202 using our order forms.
How do I know if I am approved?
Once your insurance has been authorized and approval is received, a member of our team will reach out to collect any additional details and review the next steps with you.
How does the prior authorization process work?
HIO's Billing & Authorization Department handles all prior authorizations. The process can take 10 to 14 business days from when the order is received.
Where do you provide home infusion?
Nationwide. We accept all commercial insurance plans. We do not accept Medicare or Medicaid. Call (800) 996-0978 to confirm coverage for your address.
Your visits
When will I receive my medication?
Our pharmacy will send you a text reminder about your shipment and confirm your current weight if your medication is weight-based. Medication and supplies ship via FedEx Priority Overnight from our pharmacy. You will receive a text with FedEx tracking. Your medication and supplies will arrive 2 to 3 days prior to your scheduled infusion date.
Are there certain hours the nurse can come?
No restrictions - scheduling is set between you and your assigned nurse, including evenings, weekends, and holidays.
What if I need to reschedule?
Reach out to your nurse directly to find another day and time; your nurse will coordinate all aspects of your schedule change.
My child is receiving the infusion. Do I need to be present?
Yes. For patients under 18, a parent, guardian, or responsible adult must be present during the visit.
How long will the nurse be in the house?
The length of your appointment will vary depending on your medication. Our pharmacy provides a titration schedule based on the medication manufacturer's guidelines. On average, infusion appointments range from 30 minutes to 2.5 hours.
Will you draw my labs, too?
We provide in-home lab draws for all patients ages 0–18 and coordinate courier transportation of specimens to the lab for processing (see pediatric care). For adult patients, we coordinate all of your lab orders with the lab of your choice.
How long does the nurse monitor for reactions?
Monitoring time varies depending on the medication prescribed. You will be monitored throughout your entire infusion, and for certain medications, monitoring may continue for up to one hour after your infusion is complete. There's no need to worry - our nurses are fully trained and prepared to recognize and respond to any reactions that may occur.
Billing and insurance
How does copay assistance work?
To help reduce out-of-pocket costs, we enroll eligible patients in manufacturer-sponsored copay assistance programs. After your insurance processes the claim and pays the portion it covers, we apply available copay assistance to the remaining eligible balance. You will not receive a bill from HIO.
When will I receive a bill?
Never from HIO. You may receive a bill from the laboratory for specimen processing, or an Explanation of Benefits (EOB) from your insurance company. An EOB is not a bill.
What if I don't understand my EOB?
Call our Billing & Authorization Department at (866) 455-0560.
College students
Heading to college: do we need to switch providers?
No. Our College Connect program allows you to stay under the care of your current provider while continuing your infusion therapy at college.
Still have questions?
Call (800) 996-0978 - or start your intake and we’ll walk you through everything.