Thank you for choosing and entrusting us with your health care. Our goal is to make your experience here with us a pleasant one. In order to help meet this goal, we have listed some helpful tips to benefit you as well as to help our practice operate as efficiently as possible. We ask that you choose a primary care provider to partner with from our practice. We monitor our services with patient surveys through Press Gainey. Please take advantage of this survey when you are contacted. We want to know how we are doing and improve in areas so we may continue to serve you at the highest level. If you have concerns, please let our manager know. 

Office Hours:

We are open Monday through Friday 7:30 a.m. 4:00 p.m. with extended hours from 4:00 p.m. to 5:00 p.m. based on patient need. Patients may be seen at CHI Memorial Convenient Care facilities for weekend and after hour needs with a regular office copay. CHI facilities are available on the memorial.org website. We are closed for all major holidays. Please arrive 15 minutes early to register and bring your insurance card and photo ID to every appointment. We strive to file your information correctly, and we check your insurance at every visit for your protection. Your time is very important to us, and we strive to have little to no wait time for you. We also ask for a courteous cancellation call from you if you have an instance you can’t keep your appointment. This will allow other patients the opportunity for access if they have a need. We reserve the right to charge for appointments that are not cancelled 24 hours before the appointment. This is to maximize our provider’s schedules and help as many patients as possible to have access to our providers. Multiple missed appointments can result in dismissal from our practice. Phone calls are answered weekdays from 8:00 a.m. to 4:00 p.m. The phones are answered by our CHI Memorial Answering Service from 4:00 p.m. to 8:00 a.m. weekdays and all weekends. The answering service can reach the on-call provider for patient access after-hours. Please use this service for incidents that can not wait until the office is open. 

Medications:

We do not fill narcotics for continuous use. We require our patients see a specialist (pain management) for these medications. We ask you to bring all medications with you to your visit. Please obtain ALL REFILLS for maintenance medications at the time of your physical to ensure you have your medications timely. Should you have a rare occasion to need a refill you may call the nurse and request a non-narcotic refill. We will not fill ANY narcotics after hours. Calls left after 3:00 p.m. may be handled the next business day. We want to be responsive to your needs and will handle all matters.

Lab and Test Results:

If you have lab or test results pending, it is not necessary for you to call our office unless the provider has asked you to do so. Results will be available on your patient portal after they are reviewed by your physician. If the physician feels that it is necessary to speak with you about your test result the provider or CMA will call you with recommendations. Please make sure we have your correct phone number on file in order to reach you. 

Referrals:

If your insurance requires a referral before you visit another physician, please request this referral in advance. The process of obtaining the authorization from your insurance company may require up to three working days. We want to assist you in any way we can. Our referral department works hard to get you specialist appointments and testing as quickly as possible. If you have special requests such as locations, times, dates or specific provider requests, please let your physician know so when they order your referral, they can order specifically to meet your need or request. 

Billing and Insurance:

All insurance copays, coinsurance or deductibles are required at the time of service. Please be prepared to take care of this after services are rendered and your check-out. We strive to keep costs down and provide quality care for you. Please always notify our receptionist of any changes to your address, phone number and insurance information to ensure we reach you with important medical information, file your insurance claims correctly and avoid extra costs and concerns with billing for you. 

For billing questions, please call 1-833-513-3903.