Overview
Use this article to understand what happens if a medical director (MD) oversight payment is late, how Moxie communicates with you at each stage, when Moxie Suite access or oversight may be paused, and what your options are after a termination — including switching to a new in-house MD or securing external oversight. This process applies to any provider operating under an in-house MD oversight relationship.
When this process applies
This escalation process applies when an MD oversight payment isn't received by its due date, whether you pay by invoice or autopay. It applies alongside your Independent Contractor Agreement with MD, MD fee acknowledgement, and any state-specific requirements for your practice.
Escalation timeline overview
The table below shows each stage of the MD billing escalation process, the days past due when it applies, and the main consequence at each stage:
Stage | Days past due | Main consequence |
Stage 1: Friendly reminder | 1–5 | Oversight continues while you resolve the balance |
Stage 2: Late payment reminder | 6–15 | Account is officially late and oversight is at risk |
Stage 3: Pre-suspension warning | 15–20 | If unresolved, oversight may be paused |
Stage 4: Probationary period | 20–27 | Moxie Suite access will be restricted and oversight is paused |
Stage 5: Termination | 28 and later | Your MD may terminate the oversight relationship |
Stage 6: Rematch eligibility review | After termination | After two terminations, you need external oversight under your own professional corporation (PC) |
Stage 1: Friendly reminder (days 1–5 past due)
If your MD oversight payment hasn't been received within the first 5 days past due, Moxie sends a friendly reminder so you can resolve the balance before oversight is affected. Oversight remains active during this stage.
Review the invoice or payment link included in the reminder email from Stripe or Moxie MD email ([email protected]).
If you use autopay, confirm your payment method has sufficient funds and remains valid.
If you need to update your payment method on file, fill out this form.
If you've already paid, disregard the reminder once payment is confirmed.
Stage 2: Late payment reminder (days 6–15 past due)
If payment remains unresolved between days 6 and 15 past due, your account is officially late. Moxie sends a stronger reminder explaining that continued non-payment may lead to a probationary period.
Resolve the balance immediately using the invoice, quick-pay link, or an updated autopay method.
Review your appointment schedule in case you need to adjust bookings if payment isn't resolved before the next stage.
Stage 3: Pre-suspension warning (days 15–20 past due)
If the balance is still unresolved between days 15 and 20 past due, Moxie sends a final pre-suspension warning with a cure deadline. If payment isn't received by that deadline, your account enters a probationary period and MD oversight is paused.
Make payment immediately upon receiving this warning.
Review your appointment schedule and reschedule any appointments that may be affected if oversight is paused.
❗ Important — Once oversight is paused, you can't continue services that require active physician supervision, delegation, chart review, standing orders, or other MD oversight functions.
✏️ Note — If the cure deadline falls on a weekend or holiday, Moxie moves the suspension date to the next business day.
Stage 4: Probationary period and access suspension (days 20–27 past due)
If payment still isn't received between days 20 and 27 past due, your account enters a probationary period. Moxie will restrict your Moxie Suite access, and MD oversight is paused immediately.
You have 7 days during the probationary period to cure the balance. If you pay during this window, Moxie restores your Moxie Suite access and coordinates reinstatement of oversight once payment is confirmed.
Don't continue services that require active oversight while your account is suspended.
Paying during probation resolves the immediate suspension, but it doesn't erase the late-payment history on your account.
✏️ Note — In situations involving patient safety or medical necessity, such as a post-procedure follow-up, Moxie may consider a temporary reactivation limited to that specific need. This step is discretionary, may require MD approval, and doesn't restore general operations or waive this process.
MD Team business hours from 9:am to 4:00pm from Monday to Friday. Invoice paid out of business hours will be reactivate on the next business day.
Stage 5: Termination (day 28 and later)
If the balance isn't paid during the 7-day probationary period, your MD may terminate the oversight relationship effective immediately. Your MD sends the termination notice directly, with Moxie copied or otherwise involved.
Stop physician-supervised services until compliant oversight is restored.
If you want to resume operations, your next step depends on the rematch eligibility review described in Stage 6.
If your balance remains unpaid 30 days after your termination date, Moxie closes your account as a churn instead of keeping it open for a rematch review. Contact [email protected] before that 30-day mark if you want to discuss reinstatement.
❗ Important — After termination, you can't represent that your practice remains under that MD's supervision. Paying after termination doesn't automatically reinstate the prior MD relationship.
Stage 6: MD rematch eligibility review (after termination)
After an MD relationship is terminated and you've paid your outstanding balance, Moxie reviews your account history before determining whether you remain eligible for a new in-house MD match.
Moxie allows a provider to be rematched with an in-house MD no more than two (2) times following termination of prior oversight relationships. If you've had two terminated MD oversight relationships, you're no longer eligible for additional in-house MD matching through Moxie.
If you become ineligible for in-house matching, you need to settle any unpaid balance and obtain external MD oversight under your own professional corporation (PC) before resuming services that require physician oversight. You're responsible for establishing that external oversight arrangement directly, along with any associated physician fees.
A prior termination doesn't guarantee that a new in-house match will be offered.
Two terminated MD oversight relationships result in ineligibility for additional in-house matching under this process.
What happens if you pay your balance after termination
If you pay your outstanding balance after termination and you're still within the rematch eligibility window described in Stage 6, Moxie reviews your account to determine your next step:
Eligible for an in-house switch: Moxie starts the process of matching you with a new in-house medical director.
Not eligible for an in-house switch: You'll need to secure external MD oversight under your own PC. Your Provider Success Manager (PSM) — your main point of contact for account and operational support — will work with you to assess whether a temporary pause of MD-dependent services is needed while that's arranged.
This review only happens after payment is received. If your balance remains unpaid 30 days past your termination date, Moxie closes your account as a churn instead, as described in Stage 5.
Your responsibilities during this process
Maintain accurate billing information and a valid payment method if you use autopay.
Monitor email, text messages, invoices, and other communications from Moxie about your MD oversight payment and account status.
Respond promptly if Moxie requests updated payment information, confirmation of payment, or documentation supporting reinstatement.
Reschedule or defer appointments if active oversight is at risk, paused, or terminated.
Stop services that require active physician oversight whenever oversight is paused, unavailable, or terminated.
Provide documentation if you obtain an external MD under your own PC.
Example
Cara Nguyen owns a medspa with an in-house MD matched through Moxie. Her MD payment fails to process on autopay because of an expired card. On day 3 past due, she receives a friendly reminder, updates her card, and resolves the issue before any further stages occur.
Six months later, a separate invoicing issue reaches day 25 past due. Moxie restricts her Moxie Suite access and pauses her MD oversight. She pays within the 7-day probationary window, and Moxie restores her access and coordinates reinstatement of oversight.
Contact Moxie MD Team about this process
If you have questions about invoices, payment status, reinstatement steps, or documentation needed after termination, contact [email protected].