Copay vs Coinsurance payments?

I’m a Front Office Manager at a small PT office in AZ. Technically, I manage no one below me and there is no one else that works the desk but me. I’ve been trained only by videos that the owner had me watch along with the few and far in-between meetings where I get a different answer everytime I ask. Our billing department is a third party that I have zero contact with. It is a mess that I am looking forward to quitting and moving on from.

But in the meantime, I thought I might ask my unanswered insurance questions that I can’t get clarification on while at the office.

I’m being told that a patient needs to pay both a copay and 100% of their coinsurance until their deductible is met. Is this accurate? I’ve never gone to a specialist and had to pay more than my copay unless I pay for glasses frames or get a prescription.

I also have patients telling me that nothing has been billed to their insurance after 4-5 months. I’ve only been here for 6 months so it might be even longer. Is this a normal time frame for these billers to submit these claims?

I’ve been at a loss and have no frame of reference, no experience in a medical office and no one to ask for guidance. Are these things normal or do I need to run for the hills? I am already well aware that this job is certainly not for me and have a new position elsewhere lined up. The last thing I want is to be either a liability due to my lack of experience or get caught up in the craziness going on. So many other odd things in here.