PATIENT FAQs

General Support

 

 

Who do I contact for support?

If you have a Health Credit Services (HCS) loan as designated on your statement, call 888.568.0186, Monday through Saturday, 8:00 a.m. to 10:00 p.m. EST for support.

If you have a Quorum loan as designated on your statement, call 800.874.5544, Monday through Friday, 8:30 a.m. to 7:00 p.m. EST for support.

 

How do I cancel or change my loan?

Contact your provider to complete a loan change request form.

After you have selected a loan term length and a promotional product, you can change these choices up until the time you sign your loan agreement.

In the event that you and your provider have agreed to changes to your treatment plan after your loan is completed, you will have 90 days from the date of your loan application to request a cancellation of your loan or to request a partial refund.

 

How do I change my address or contact information?

For HCS loans, log into customercare.hcsloans.com and visit the “Manage Account” page or call Customer Care at 888.568.0186 to update your account information.

For Quorum loans, log into quorumfcu.org and visit the “contacts page” or call 800.874.5544.

 

Who is Cross River Bank (“CRB”)?

Cross River Bank is a New Jersey state chartered bank, Member FDIC.  HCS partners with CRB to  provide HCS Patient Finance Program loans.

 

Who is Quorum?

Quorum is New York-based Federal Credit Union that partners with HCS to provide HCS Patient Finance Program loans.

 

 

 

Applying

 

 

How much will my monthly payments be?

Use our calculator to estimate your potential monthly payments or speak with your provider about submitting a pre-qualification request.

 

How do I apply?

Speak with your provider to apply. If they do not offer HCS lending products, contact us to refer them.

 

Will pre-qualification impact my credit score?

No, pre-qualification allows us to present loan offers without a credit bureau hard hit.

 

How do I find out why my loan application was not approved?

Explanation will be delivered within 30 days of your loan application to the address you provided in your loan application.

 

How do I get a copy of my HCS loan documents?

Your provider will provide you with a copy of your loan documents.  This may be either a paper copy, or if you have agreed to electronic delivery, an e-mailed copy to the email address you provided in your application.

 

 

 

Payments

 

 

 

How soon will my first payment be due?

The first loan payment due date is approximately 30 calendar days from your treatment start date, which can be found on your loan agreement. The subsequent due dates will be the same calendar day each month going forward.

 

Who do I contact if I do not receive my statement?

Loan statements are delivered via USPS mail 1-5 business days after your treatment date.

For HCS loans, call 888.568.0186 or submit an online inquiry at hcsloans.com/support.

For Quorum loans, call 800.874.5544.

 

How do I make a payment on my loan account?

Loan payments can be made online, by mail or phone.

For HCS loans, log into customercare.hcsloans.com and visit the “Payments” page. To mail payments, utilize the tear off coupon and return envelope provided with your monthly statement. Phone payments can be made by calling 888.568.0186.

For Quorum loans, visit quorumfcu.org and click “login” on the main menu. To mail payments, utilize the tear off coupon and return envelope provided with your monthly statement. Do not send payments to the Purchase, NY address. Phone payments can be made by calling 800.874.5544.

 

Can I make a payment to my doctor?

Your doctor is unable to process or accept your loan payment. See How do I make a payment on my loan account? for payment options.

 

Can I set up recurring payments online?

For HCS loans, log into customercare.hcsloans.com and visit the “Payments” page.

For Quorum loans, log into quorumfcu.org and click on “Settings” on the upper right-hand corner of the page. Click on “Accounts,” then “Connect External Account.” It may take up to three days for your external account to appear in online banking.

 

Can I set up electronic or “ACH” payments online?

For HCS loans, electronic and ACH payments can be made and pre-scheduled by logging into CustomerCare.HCSLoans.com and visiting the “Payments” page.

For Quorum loans, log into quorumfcu.org and click on “Settings” on the upper right-hand corner of the page. Click on “Accounts,” then “Connect External Account.” It may take up to three days for your external account to appear in online banking.

 

Can I make a payment with a debit card online?

For HCS loans, debit card payments can be made by logging into customercare.hcsloans.com and visiting the “Payments” page.

For Quorum loans, call 800.874.5544 for more information.

 

 

 

Online Loan Management

 

 

 

How do I set up an online account?

For HCS loans, register at CustomerCare.HCSLoans.com/login. You’ll need your account number, last name and last four digits of your social security number.

For Quorum loans, register at onlinebanking.quorumfcu.org/Registration. You’ll need your member number, date of birth and access to the email address or phone number you provided with your application.

 

Who do I contact if I’m having trouble logging in?

For HCS loans, if you are having trouble accessing CustomerCare.HCSLoans.com call 888.568.0186 or Contact Us.

For Quorum loans, visit Online Banking Help or call 800.874.5544.

 

How do I change my password?

For HCS loans, log into CustomerCare.HCSLoans.com, visit the “Manage Account” page and click the “Edit Profile” button in the “Profile Information” section to update your password.

For Quorum loans, visit Online Banking Help or call 800.874.5544.

 

Can I access my account on my mobile device?

For HCS loans, once you’ve set up a CustomerCare.HCSLoans.com account it can be accessed from your mobile device. Standard data charges apply.

For Quorum loans, a mobile banking app is available for download. Search for “Quorum” in the App Store or Google Play, and download the app directly to your mobile device. Call 800.874.5544 for more details.

 

Why do I not see all my loans when I log in?

Check your statement to verify your loan provider and log into the appropriate online tool.

For HCS loans, separate CustomerCare.HCSLoans.com logins are required for each individual loan. Presently, multiple loans cannot be managed together under one login. Contact 888.568.0186 for more information.

For Quorum loans, call 800.874.5544 for more information.

 

 

 

Loan Terms

 

 

 

Will my loan APR (Annual Percentage Rate) change?

Your APR will not change over the lifetime of your loan.

 

How do I find out what my payoff amount is?

If you have a Same-as-Cash promotion on your account, your monthly statement will include the payoff amount for the promotion. Otherwise your payoff balance is the ending balance on your statement, as long as we receive that payment in full by your payment due date. For HCS loans, you can also request your payoff amount by calling 888.568.0186.

For Quorum loans, you can also request your payoff amount by calling 800.874.5544.

 

Can I increase my loan amount or charge another treatment to the loan?

No, you cannot add additional charges post loan finalization. For additional funding, work with your provider to apply for another loan.

 

 

 

Promotions

 

 

 

Is the Same-as-Cash (SAC) promotion the same thing as an interest-free loan?

No, throughout the SAC promotional period the account holder is required to make their minimum monthly payments including interest. If the loan principal is paid off before the end of the promotional period, the interest paid to date will be credited to the principal balance, and any overpayments will be refunded.

If at any time during this SAC period the customer is in default for any reason as set forth in their Loan Agreement, the SAC feature will become null and void, and the account will no longer be eligible for the interest credit.

 

If I don’t pay my loan balance before the end of the Same-as-Cash (SAC) promotion, will my minimum monthly payment or APR change?

If your account is in good standing and you do not pay the entire principle balance by the end of the SAC promotional period, your minimum monthly payment and APR will remain the same throughout the remainder of the loan.

 

How will I know when my Same-as-Cash (SAC) promotion is over?

Your monthly statement will include SAC payoff and promotional deadline details. In addition, your SAC terms can be found on your loan documents.

For HCS loans, visit the CustomerCare.HCSLoans.com “Account Summary” page or call 888.568.0186 for assistance.

For Quorum loans, call 800.874.5544 for more information.