Getting Started
What should I expect when my doctor sends you a prescription or infusion order?
Our office will contact your provider to confirm we received the order. From there, our billing and clinical teams work together to gather everything needed to file a prior authorization with your insurance. Once approved, we’ll call you to go over any estimated costs and answer financial questions, no surprise billing here. After that financial review, your information is passed to our clinical team, and one of our RN Clinical Coordinators will reach out to schedule your appointment and answer any clinical questions you may have.
My doctor sent my referral; why haven’t I been scheduled yet?
We completely understand the eagerness to get started, and we promise we’re working on it! What may feel like a simple referral on your end actually triggers a multi-step process behind the scenes before we can safely schedule your appointment.
First, our billing team works to obtain a prior authorization from your insurance, a formal approval required before your insurance will cover the cost of your infusion medication. Without it, you could be responsible for the full cost, which can range from hundreds to tens of thousands of dollars per dose. Most authorizations are processed within 1–2 weeks, though some take longer depending on your insurance, diagnosis, and medication.
Once approved, your medication often needs to be ordered and received at our site before we can schedule. We don’t stock every medication, and some require special handling or refrigeration. Only once we have your authorization and confirmed medication do we move to scheduling. If it’s been more than two weeks since your referral was sent and you haven’t heard from us, please don’t hesitate to call, we’re happy to give you a status update at any time.
What insurances do you accept?
We accept Medicare, Tricare, and most commercial insurances, with the exception of UHC (UnitedHealthcare). Patients who prefer to pay out of pocket will need to pay for the medication in full and arrange a payment plan for administrative costs prior to their infusion appointment.
Your Appointment
What should I expect at my first infusion?
One of our Registered Nurses will greet you and assist with any remaining paperwork. We’ll take your weight if your dose is weight-based and check your vital signs. Your nurse will review your medical history and current medications, confirm there are no contraindications, and walk you through the infusion process, your medication, and the most common side effects.
Once you’re comfortable proceeding, your nurse will administer any premedications ordered by your doctor, start your IV, and prepare your infusion medication. Vital signs are monitored throughout, and you’re welcome to sit back and relax. Our oversized leather chairs recline fully, we have a well-stocked snack bar, a blanket warmer, and we can help you stream your favorite show, or hand you earplugs for a nap!
How should I prepare for my appointment?
No fasting required, feel free to eat a normal meal before coming in! Your welcome email includes new patient paperwork you can complete digitally via QR code or print and bring with you. A few tips to help your appointment go smoothly:
- Wear loose, comfortable clothing with easy access to your arms (short sleeves or sleeves that roll up easily).
- If you tend to have difficult veins, wearing long sleeves on the way in can actually help keep them warm and dilated.
- Taking a warm shower within an hour of your appointment helps bring veins closer to the surface.
- Stay well hydrated in the 2–3 days before your appointment and limit salt, alcohol, and caffeine.
What should I bring to my appointment?
Please bring a valid photo ID, your insurance card, and an updated medication list. If you completed your paperwork by hand, bring that too! Beyond that, think of it as a little self-care day. We have snacks, a blanket warmer, and streaming options, but feel free to bring a book, headphones, or a tablet. If you’re bringing a guest, please review our guest policy below.
Will my infusion really take ___ hours? The email estimate I got seemed very long!
Your first appointment will always be the longest, as your nurse needs to assess you, review your history, and provide education. Injection appointments typically take under 60 minutes from arrival to departure. Infusion appointments can range from 2 to 8 hours depending on the medication, some require very slow titrations for safety and cannot be rushed. If the appointment length doesn’t fit your schedule, give us a call and we’ll find a time that works. There is always a post-infusion observation period, though patients have the right to decline this against medical advice.
Can I arrive early for my appointment?
Please arrive no more than 10 minutes before your scheduled time. Appointments are intentionally staggered to allow for thorough cleaning and turnover between patients, especially important given the number of immunocompromised patients we serve. We want your space clean, prepped, and ready when you walk in!
What if I need to cancel, reschedule, or I’m running late?
We ask for at least 24 hours’ notice for any cancellations or reschedules. Because your medication is often ordered and prepared specifically for you, late cancellations can result in medication waste. No-call, no-shows are subject to a $60 fee.
If you’re running late on the day of your appointment, please call us as soon as possible. We’ll do our best to accommodate you, but may need to reschedule to avoid impacting other patients.
What if I’m feeling sick on the day of my appointment?
Please call us before coming in! Many of our patients are immunocompromised, meaning even a mild illness can pose a serious risk to others. Biologic medications also cannot be administered while you are actively sick, infusing while your immune system is fighting an infection can be dangerous. If you’re experiencing any symptoms coughing, sneezing, runny nose, fever, or general unwellness, please call us first. When in doubt, give us a call and we’ll help figure out the best next step.
Can I drive myself home after my infusion?
For most infusions, yes! The majority of infusion medications do not impair driving. However, if your provider ordered a medication that may affect your ability to drive, we’ll let you know and either keep you under observation until you’re safe to leave or arrange for someone to pick you up. For your first infusion especially, it’s a good idea to have someone available just in case.
Can my spouse, friend, or partner accompany me to my infusion?
Yes! Each patient may bring one guest aged 18 or older for the duration of their infusion. If you are bringing a service animal, please notify us in advance, given our high volume of allergy, immunology, and respiratory therapy patients, we may need to make special arrangements. Any patient or guest showing signs of respiratory illness (coughing, sneezing, wheezing, runny nose) may be asked to wear a mask or step outside the infusion space.
Is there parking available?
Yes! Free parking is available at all three of our locations in Laurel, MD; Columbia, MD; and Vienna, VA.
During Your Infusion
Do I have to take the premedications? I don't like Benadryl because it makes me sleepy.
Patients always have the right to refuse premedications or any part of their treatment. Premedications typically include Tylenol or another NSAID, a steroid, and an antihistamine such as Benadryl. Depending on your physician’s order, we may be able to substitute a non-drowsy antihistamine like Claritin or Allegra. Please be aware that these medications are ordered for your safety, in the event of a reaction, they may need to be administered promptly.
What happens if I have an infusion reaction?
First, don’t panic. Our nurses are trained to recognize and respond to infusion reactions quickly. If a reaction occurs, your nurse will stop the infusion immediately, assess you, and administer treatment under our standing orders, which may include antihistamines, steroids, or other medications. Most reactions are mild and resolve with these interventions, and in many cases we may be able to restart your infusion at a slower rate.
If a reaction is more severe, we will call EMS and you will be transported to the nearest emergency room. Your safety is always our first priority, and our team will be with you every step of the way.
What if I need to use the restroom during my infusion?
No problem at all! We can pause and disconnect your infusion at any time so you can walk freely, no pole to drag or tubing to trip over. If you require assistance with ambulation, please bring any necessary mobility devices and a capable guest, as we cannot always guarantee your nurse will be available to assist.
Needles & IV Access
I don’t like needles! Help!
Neither do we! Our experienced registered nurses take every precaution to ensure your comfort, including numbing wipes, using the smallest appropriate needle size, and allowing you to bring a trusted guest for support. If you know you have difficult veins, the hydration and preparation tips above will go a long way. On the day of your appointment, try to stay warm, cold temperatures can cause veins to constrict. And if needles make you anxious, let your nurse know ahead of time so they can take a little extra care getting you settled.
Insurance & Billing
Will I know what I owe before my appointment?
Yes, this is one of our top priorities. Before your first appointment is ever scheduled, our billing team will conduct a financial review and call you to go over estimated costs, including copays, coinsurance, and any remaining deductible. We never want you to be surprised by a bill. Please note that estimates are based on your benefits at the time of verification and final amounts may vary.
What is a deductible, and will I have to meet mine before my infusion is covered?
A deductible is the amount you’re responsible for out of pocket before your insurance starts covering costs. Whether it applies to your infusion depends on your specific plan. Our billing team will review your benefits ahead of your appointment and walk you through what to expect.
What is an out-of-pocket maximum?
Your out-of-pocket maximum is the most you’ll pay for covered services in a plan year. Once you reach that amount, your insurance covers 100% of covered services for the remainder of the year. If you’re approaching or have already met your out-of-pocket maximum, let our billing team know, it may affect your cost estimate.
What is a copay or coinsurance, and which one will I owe?
A copay is a flat fee paid at the time of service (e.g., $30 per visit). Coinsurance is a percentage of your care costs that you owe after your deductible is met (e.g., 20% of the allowed amount). Which applies to you depends on your plan, our billing team will walk you through this before your appointment is scheduled.
Are there programs to help with out-of-pocket costs?
Possibly! Many biologic medications have manufacturer-sponsored copay assistance or patient assistance programs that can significantly reduce or eliminate your out-of-pocket costs. Eligibility varies by medication, insurance type, and income. Most programs are not available to patients on government insurance (Medicare/Medicaid). Ask our billing team, they’re happy to help you explore your options.
What is a free drug program, and will I still owe anything?
Some manufacturers offer free drug programs (also called patient assistance programs) that provide medication at no cost to qualifying patients. Enrollment is handled through your prescribing physician, if you think you may qualify, contact your doctor’s office directly.
If enrolled, your medication will be provided at no charge. However, medication is only one component of your visit. Even with a free drug program, you may still owe costs for chair time, IV supplies, nursing care, and administrative fees. Our billing team will walk you through exactly what to expect so there are no surprises.
What if my insurance denies my prior authorization?
A denial doesn’t always mean the end of the road. Our billing team will review the reason for the denial and, in many cases, can submit an appeal or work with your provider to supply additional clinical documentation. If an appeal is unsuccessful, options may include a peer-to-peer review between your physician and your insurance company. We advocate for our patients every step of the way.
What if I receive a bill I don’t understand?
Please don’t hesitate to call us! Medical billing can be confusing, and our team is happy to walk you through your Explanation of Benefits (EOB) or any statement you receive. You can reach our billing team at 240-200-4464 or email info@activeinfusions.com.
General Information
Why do I have to get my infusion or injection at your center instead of my doctor’s office?
Due to the high volume of patients in most physician offices, providers often cannot accommodate the time required for injection or infusion appointments. Insurance reimbursement changes have also made it difficult for them to stock these medications. Our infusion center solves this by providing a safe, comfortable, compassionate environment, so providers can focus on patient care in their office while we handle the infusion side.
How often will I need to come in?
That depends entirely on your medication and your provider’s orders, it can range from weekly to monthly to just once or twice a year. One of our RN Clinical Coordinators will walk you through your schedule when they call to book your first appointment. Your prescribing provider is always the best resource for questions about treatment frequency.
How does my doctor know I received my infusion or injection?
After every appointment, your nurse charts the details electronically in our EMR system. Once the chart is clinically reviewed and signed, our office electronically faxes it to the fax number on your initial order. If you’d like an additional copy of your infusion record, email us at info@activeinfusions.com.
What is an autoimmune disease?
An autoimmune disease is a condition in which the immune system mistakenly attacks the body’s own cells, tissues, or organs. The exact cause of many autoimmune diseases is not known. While there is no cure for most, treatment typically focuses on managing symptoms and suppressing the overactive immune response, often with a biologic medication.
What is a biologic? What is a monoclonal antibody?
Biologics are medications derived from living sources (such as cells or tissues) rather than synthetic materials. Common examples include vaccines, gene therapy, and blood products. Because they are large, fragile proteins, biologics cannot be taken orally, they must be administered intravenously (IV), intramuscularly (IM), or subcutaneously (SQ).
A monoclonal antibody is a type of biologic designed to bind to a specific target in the body, often to suppress an overactive immune response. While highly effective, these medications can leave patients more susceptible to infections such as respiratory illnesses and urinary tract infections. We recommend frequent handwashing, masking in crowded spaces, and avoiding contact with sick individuals. Your doctor will let you know if any pre-treatment testing or vaccine updates are required before starting.
I don’t have a referral. Can I walk in for a hydration, vitamin, or iron infusion?
Unfortunately, no. We are an ambulatory infusion center, not a physician’s office. We administer medications ordered by providers, but we do not write prescriptions. Think of us as a pharmacy.
We are happy to administer iron infusions with a valid provider order, including for self-pay patients (call us for pricing once you have a prescription). However, we do not carry IV vitamins or supplements and are not able to provide hydration-only infusions due to supply limitations. If you need a hydration infusion, we recommend contacting your provider or urgent care. For medical emergencies, please contact your local emergency room.
I am a Leqembi or Kisunla patient. How do I get my MRIs?
We administer your medication as ordered by your neurologist, but we are not your doctor, only your doctor can order your MRI. After your scheduling call with us, you will be directed to follow up with your neurologist or prescriber to arrange your imaging. We will work with your provider to coordinate care, but imaging orders are your provider’s responsibility.
Both Kisunla and Leqembi carry a risk of ARIA (amyloid-related imaging abnormalities), which can cause swelling or bleeding in the brain. MRIs are required before your initial infusion and at specific intervals throughout treatment: for Leqembi, before the 3rd, 5th, 7th, and 14th infusions; for Kisunla, before the 2nd, 3rd, 4th, and 7th infusions. These are non-negotiable safety requirements.
