Navigating your care at Duly
Welcome to Duly! Our team is ready to partner with you on your path to a healthier life, we believe healthier makes happier. Here are some guidelines and information on how we deliver care and what you can expect from us.
Download our Patient Services Portal
We encourage all of our patients to use our patient portal, the Duly Health and Care app, powered by Epic. This mobile app gives you access to all of your health information from your mobile device. You can view your appointment schedule, review your visit summary, view test results, view and pay your bills, see instructions for upcoming visits and read messages from your care team. When scheduling your next visit, log into your account for quick and easy access to follow up with providers you have seen.
Billing & Financial Support
Our goal is to provide our patients with timely, accurate billing for services. We can achieve this together and ask that you share information with us as you schedule your appointment in order to build your patient profile and keep it current; we will ask you to provide and verify information including your address, phone number, email address and insurance information. This will ensure that we are communicating with you regularly about your health, test results and account status, through a variety of channels. Typically, your first billing statement will be sent to you within 30 days of the date your service was provided. The statement will identify what was billed to your insurance and the amount that is your patient responsibility; this will also show payments that you have made at the time of service. For your convenience, we accept most major credit cards, personal checks, and cash. Payment can be made on MyChart, at your doctor’s office, sent to us at the address below, or paid with credit card at our customer service line at (866) 734‑7680. You will also be notified of balance updates through the Duly Health and Care app and by email. Our goal is to reach you with this information conveniently, so that you can keep your account up to date.
Duly Health and Care
15921 Collections Center Drive
Chicago, IL 60693
Please review your billing statements and contact Customer Service if you believe that your statement is not correct if you need an explanation of the statement or wish to provide us with updated information. Click here for a guide to understanding your billing statement.
Ensuring Duly has your most up to date insurance information will make navigating your care easier. You will be asked to verify your insurance information annually, or each time you see a new provider within our group. This can be managed through our electronic check-in process as well prior to your visit. Please visit our website for the most current list of insurance plans that we accept. To receive the highest level of benefits, please check with your health plan by calling the number on the back of your insurance card to verify provider participation prior to scheduling an appointment.
Requesting Medical Records
Please note that some of the information you are requesting may be available online in our patient portal, the Duly Health and Care app/MyChart. To have a copy of your medical records sent to Duly Health and Care from another provider or facility, please contact that provider directly.
Duly Health and Care is unable to release records for Edward-Elmhurst Healthcare. Please contact Edward-Elmhurst directly for records related to your care received at either of those hospitals, or from EEH (Edward Elmhurst Hospital) providers. For more information, check out our website, Medical Record Requests or for questions, call us at 1−630−873−8748.
Medication Prescriptions and Refills
We strive to address your medication needs during your appointments. We will verify the medications that you are currently taking at each visit. If you need a refill, please allow 3 days for the refill to be completed. In some cases, it may take longer if our office is waiting for an approval or a response from your insurance company. Regular and periodic visits as recommended by your provider will help make this process more seamless and are necessary for ongoing medication refills.
Notification regarding lab results
We want all of our patients to have access to their results when they become available. Results for labs collected at a Duly Health and Care location will appear in your Duly Health and Care app/MyChart prior to your Care Team’s review. Please allow up to 3 business days for the team to review the labs before calling you or finalizing results with comments in the app. Providers may wait until all labs are resulted prior to reaching out to you. Lab results are returned at different rates depending on processing time, but it is not uncommon for these to take several days. After reviewing results your care team will follow up via the Duly app/MyChart about results, next steps, or updates.
Duly Health and Care app/MyChart Messages
Exchanging messages with your care team through the app is a convenient way to communicate for non-urgent medical needs. This tool can be used for simple questions about test results, medication refills and questions about your recent visit. This tool should not be used for urgent issues, medical care or in replacement of a visit.
Please allow 5 business days for completion of forms (FMLA (Family Medical Leave Act), patient assistance, etc.).
Scheduling — Schedule online or call 1 – 888-DulyNow
Updates to our Billing and Collections Process 2/1/2023
We believe that financial wellbeing is a key component of your overall health. We have implemented new tools that allow our team members to provide you with an estimate for most services. Our care teams will provide an estimate for most services that are scheduled as a result of your visit (testing, procedures, etc.). This estimate is based on your insurance coverage and real time electronic communication (adjudication) that we have with your insurance company, it is critical that your insurance information is up to date in order to provide you with correct details.
Payment Plan Terms
We offer payment plans for patients who are not able to pay their balance in full. Our team will work with you to set up a payment plan.
Payment plans will be established based on the total patient balance outstanding. The repayment terms will be established based on account balance and patient financial capabilities. Payment plans can be set up on MyChart or by contacting Customer Service at 866−734−7680. Patients may be eligible for financial hardship assistance, to be considered please contact Customer Service at 866−734−7680.