Patient FAQ

For billing questions, please call Patient Billing Services at +1 (855) 373-7974. We are available Monday to Friday from 6:30 am to 4:00 pm (PST). 

No, you will not receive a surprise medical bill nor be balance-billed. We will always try to inform you of any estimated financial responsibility at the beginning of the testing process. You will only be financially responsible for any amount that your health insurance company may apply as a copay, co-insurance, or deductible. We will always apply your in-network benefits to your out-of-pocket costs. 

If your health insurance company sends a payment directly to you for our services, please endorse the check to Personalis (by writing “Payable to Personalis” on the back of the check). Then, mail it to: 1330 O’Brien Dr. Menlo Park, CA 94025, so that we can apply it to your account. If you have questions, please call Patient Billing Services at +1 (855) 373-7974. 

We accept personal checks, money orders, and all major credit cards. 

To pay online, please visit Bill Pay. 

To pay by credit card over the phone, please call +1 (855) 373-7974. 

To pay by personal check or money order, please mail your payment to the address indicated on your billing statement.

Yes, please contact our Patient Billing Services at +1 (855) 373-7974 to learn more about our payment plans. 

Yes, our NeXT Access financial assistance program is available to qualifying patients. To determine if you qualify for NeXT Access, please contact Patient Billing Services at +1 (855) 373-7974. You may also complete our Financial Assistance Application and send it to us via: 

Email: [email protected] 

Fax: (650) 469-0622 

Mail: Personalis at 1330 O’Brien Dr. Menlo Park, CA 94025. 

Your doctor referred you to our laboratory for diagnostic testing. Personalis is a provider of the NeXT Dx test, which is used to provide your doctor with information about your tumor to help guide your cancer treatment. Personalis is committed to serving as a member of your care team. 

We will file a claim with your primary health insurance plan. If there is any remaining balance after your primary health insurance plan has processed your claim, we will file a claim with your secondary health insurance plan. If you receive a bill from Personalis before you receive an EOB from your secondary health insurance, please contact Patient Billing Services at +1 (855) 373-7974 to confirm that your secondary health insurance information was received. 

If you have health insurance coverage, you will likely receive an EOB in the mail or via email. An EOB is not a bill. An EOB is an overview of the services that Personalis has provided and a preliminary estimate of the benefits that your health insurance has covered. Our Billing team will work with your health insurance company to determine coverage for your testing. 

At Personalis, we work with all health insurance companies to seek payment under your health plan. Your health insurance company may require a copay, co-insurance, or deductible. We will reach out to you when your test is ordered, to provide an estimate of your potential financial responsibility. If it appears that you may have an amount that will be your responsibility, our NeXT Access financial assistance program may allow us to reduce or eliminate any out-of-pocket cost to you. 

At Personalis, we work with all health insurance plans. If we are considered to be out-of-network for your health insurance plan, we will apply your in-network benefits to any out-of-pocket costs that you may incur.