© 2026 Oneimaging. All rights reserved.
When RequiredFacilitiesImages & RecordsCosts & PaymentAccounts & AccessSchedulingProgram detailsTech & Security
- Do emergent scans require going through the ER, or can doctors send patients directly to imaging?
In urgent or emergency situations please follow your doctor's instructions for imaging needs; OneImaging does not support emergent or urgent exams. - What happens if I need to reschedule or cancel after pre-payment?
You can reschedule your exam through OneImaging at a later date and time; if the appointment is cancelled, OneImaging will refund any member cost share paid within 1-3 business days.
- How quickly can imaging be scheduled after submitting an order?
Imaging can typically be scheduled within 24–48 business hours after the order is reviewed.
- What is the process if imaging is needed same-day or urgently while at a doctor’s office?
- If your exam is an emergent MRI or CT, your exam will not be subject to the requirement and can be completed with your provider.
- Non-required exams can be completed same day in your doctors office as desired (i.e. x-ray, ultrasound).
- How are urgent or emergent imaging needs defined — and who determines that?
Urgent imaging is defined by the way the exam is ordered—specifically, orders marked as STAT or that include urgent language. Emergency imaging (such as exams performed in the emergency room or urgent care) is determined by the ordering provider and follows workflows that are entirely separate from OneImaging. Inpatient, hospital imaging is completed outside of the OneImaging benefit.
Scheduling, timing, and access
- What exams are required to go through OneImaging:
Only non-urgent/non-emergent MRI and CT scans are required to go through OneImaging. - Do I have to use OneImaging for mammograms, annual screenings, DEXA/bone density, ultrasounds, X-rays, angiograms, cardiac imaging, or pregnancy ultrasounds?
No, you are not required to use OneImaging for these exams. You are welcome to use your regular provider for these exams or take advantage of the cost savings that OneImaging can still provide to you by scheduling those exams through OneImaging
- Are preventive mammograms still fully covered if scheduled through OneImaging?
Yes, preventive mammograms are still fully covered if you schedule through OneImaging - If my imaging is cheaper through insurance or historically covered at no cost, am I still required to use OneImaging?
All non-urgent, non-emergent MRI and CT scans are required to go through OneImaging, regardless of cost or prior coverage through your insurance plan. Ultrasounds, x-rays, and mammograms are not required procedure categories through OneImaging.
- Are there exceptions for cancer survivors, long-term monitoring, or patients who require continuity at the same facility?
- Patients who are actively receiving treatment for cancer, are in remission, or are under ongoing care management may be considered for exclusion to maintain continuity of care.
- To request an exclusion, the member or provider should contact OneImaging directly and submit any required supporting documentation, such as clinical notes or provider justification; the request will then be reviewed by OneImaging’s clinical team—often in coordination with your insurance plan—and both the member and provider will be notified of the decision and next steps
- Do colonoscopies and thermograms scans need to go through OneImaging?
No, only non-urgent/non-emergent MRI and CT scans are required to go through OneImaging. Note: colonoscopies are not a OneImaging supported exam. - What happens if I already had imaging done or scheduled before OneImaging was announced?
If the exam was an MRI or CT scan, there is a chance that your claim will be denied and you will be responsible for the cost of the exam. If the exam was not a required exam, it should pay and process per normal benefit plan design.
Do I have to use OneImaging | What services are required
- Does the ordering physician receive both the report and the actual images?
Yes. The ordering physician receives both the imaging report and the images. Members also receive a copy of the report to help ensure care remains connected.
How are prior images obtained for comparison if facilities are outside my doctor’s network?
Your doctor should have access to the images from the prior exams as well as OneImaging exams to compare imaging results.
Images, results, and medical records
- How does continuity of care and historical imaging data work across facilities?
When medically necessary and clinically relevant, OneImaging facilitates the transfer of prior imaging reports and images between facilities to help support continuity of care.
- Are OneImaging facilities owned by OneImaging or contracted third-party providers?
OneImaging facilities are owned by ACR, Radsite, or otherwise accredited imaging providers that participate in the OneImaging Network. - Why can’t members see a list of facilities before having an order?
Before OneImaging can provide the list of facilities nearby, an order must be submitted. This is so that we can ensure the facility selected can support the exact exam you need, can ensure that the facility can accommodate any specific needs (i.e. open MRI), has appointments available within the timeframe you select, and can ensure you are getting the lowest cost for your exam. - What if recommended facilities are too far away or impractical (rural access)?
If you are more than 30+ miles from a facility you will be granted an exception from the requirement. Good news though–98% of Michaels members are within 30 miles of a OneImaging facility and 92% are within 15 miles.
- Can I continue using my preferred or long-standing imaging center?
Yes, you can use your preferred facility if your exam is for mammogram, xray or ultrasound . For MRI and CT scans which are required, we will identify if your preferred facility is part of our network.
- What if I don’t like the facility OneImaging schedules for me?
Please let your care navigator know and we can work to try to find another facility that will meet your specific exam needs.
Facilities, locations, and choice:
- Why is payment required upfront, especially far in advance of the scan?
OneImaging fully funds the cost of the exam with the prepaid digital card before billing a claim to be reimbursed by the health plan. Due to this model, it is critical for us to collect member cost share up front so that any patient responsibility can be applied timely to your accumulators for the year, rather than collecting payment in arrears. This also helps prevent any kind of surprise billing or overcharging out of pocket and deductibles later. - Can I use HSA, FSA, credit, or payment plans — and how do those plans work?
- Yes, you can use any HSA, FSA, debit or credit card to pay your member responsibility portion. We do not accept cash.
- If a payment plan is needed, the member services team will work with you to set up installments to be collected.
- Do costs paid through OneImaging apply toward my insurance plan deductible and out-of-pocket maximum?
Yes, we send over any patient responsibility we collect to the insurance carrier to be applied towards your deductible and out of pocket maximum. - Are costs transparent, and can members see transaction details?
Yes. The cost of the exam through OneImaging is shared before you schedule your appointment, along with the estimated savings compared to using traditional insurance.
- Why can’t members pay the provider directly?
Members can’t pay the provider directly because OneImaging pays the imaging center up front using a prepaid digital card and then bills the health plan for reimbursement. To support this model, member cost share is collected in advance so it can be accurately applied to deductibles and out-of-pocket maximums in close to real time. This approach helps avoid delayed billing, surprise charges, or over-collection later on. - What happens if a facility submits a claim using insurance already on file?
- The facility will be reminded before your appointment that payment will be made with a digital card, not traditional insurance. At check-in, present your digital card and request payment at the time of service to prevent the facility from accidentally billing insurance, which is their standard process.
- If a claim is submitted to insurance by mistake, our Member Services team will contact the facility and work with them to retract the claim with BCBS.
- Can payments be refunded if appointments are canceled?
Yes, if your appointment is cancelled, you will receive a refund of any member cost share collected within 1-3 business days.
Payment, billing, and insurance
- Do spouses and dependents need separate OneImaging accounts?
Plan holders are required to add their dependents to their existing OneImaging account so services and benefits can be accessed appropriately. - Can dependents receive the payment card on their own phone?
Dependents without smartphones can write down or print their card information and bring it to the facility to pay at the time of service. Dependents under 18 can use the planholder digital debit card to pay at the time of service. If anyone is concerned about potential payment issues, please call our Member Services Team at 833-619-0837 and our team will make sure you’re adequately informed for your visit. - What if the account holder is not present at the appointment?
For members under 18, a parent or legal guardian must be present. Dependents age 18 and older are considered adults and may attend appointments independently without the planholder present.
- What if I don’t have a smartphone or digital wallet?
Use of the digital wallet is not required. If you choose not to use the digital wallet, you can always access your OneImaging Debit Card information in your OneImaging portal. Your card information can be manually entered to pay the provider at the time of your appointment. - Does the digital card change each exam or stay the same?
The digital card is issued once at registration and remains the same for all exams. Members use the same card for every OneImaging exam they complete.
Accounts, dependents, and access
- Is there a OneImaging app?
Not at this time. Our website, join.oneimaging.com/Michaels, is responsive and easy to use on mobile devices. - Are you SOC 2 / HiTrust certified?
Yes. OneImaging is SOC 2 certified and is currently in the process of obtaining HITRUST certification.
- What is the expected support response time if help is needed at a facility?
Our member services team is available daily from 6 am-9 pm CST.
Technology, security, and support:
- Is there an additional cost to enroll in this program?
No, there is no additional cost to you to use OneImaging outside of any member responsibility you may have; this is a benefit provided and paid for by Michaels.
- How is out-of-pocket spending reported back to the insurance plan?
We send over any patient responsibility we collect to the insurance plan to be applied towards your deductible and out of pocket maximum.
Program details & communications:
FAQs
Have questions?
Call: (833) 619-0837 / Daily 7am-10pm EDT
Better Imaging. Better Care.
With OneImaging, you have an easier way to get the imaging you need: transparent pricing, faster scheduling, and a care team by your side, saving you up to 80% on costs.
Login
Available to members enrolled in a Michaels medical plan.
