As a courtesy we provide email communication with our clinic staff and providers through our HIPAA-compliant patient portal, which allows patients to send short emails a limited number of times between visits.
For non-urgent medically related questions, please limit email communication to clarifications of previously discussed issues. These should require a simple answer, such as "yes" or "no." Please allow up to 3 business days for a response. After 3 back and forth communications we do bill insurance for these communications and you will be responsible for any charges applied to your deductible or copays. Please note, that many insurance providers do not allow these types of visits, and you will be billed at our non-insurance rates. Questions or requests that are related to administration, such as appointment scheduling or billing, should be directed to our staff. For more complex and/or urgent questions or requests, please call the clinic. Our staff will determine if your communication requires scheduling an appointment.
We are available in the office to answer your calls from 9:00 a.m. to 5:30 p.m. - Monday thru Thursday and from 9:00 a.m. to 3:00 p.m. on Fridays. We do have an answering service after hours for scheduling and billing questions.
If you need to leave a message for your provider, you may do so through the patient portal. Please allow up to 3 business days for a reply. If the issue is complex as to warrant a phone call or a lengthy email from your provider, we do bill insurance for these communications and you will be responsible for any charges applied to your deductible or copays. Please note, that many insurance providers do not allow these types of visits, and you will be billed at our non-insurance rates.
Many of the laboratory tests our physicians order are complex and are integral to diagnosing complex conditions. Because of this, lab results will only be discussed with your doctor at office visits. Results of these complex labs will not be available until you can discuss the findings with your doctor. If you need an appointment to review these, please call our office. Any lab results that do not need interpretation will be available on the patient portal after your doctor has reviewed them.
Please note that our office staff will not have access to your lab results until they are reviewed by your provider and/or are available on the portal.
LAB BILLING QUESTIONS
As a convenience we provide lab services in office. These samples are collected and processed for shipping to specialty labs or pickup by local labs. For this service we do charge a $25 lab processing and handling fee. This fee is NOT billable to insurance.
If you have a question regarding an actual bill from the lab that processed your samples, please call the customer service number that is on the bill. We are unable to access billing information from the laboratories.
If you need a refill of your medication, you can simply phone your pharmacy to request a refill.
Your doctor has authorized a number of refills to get you to your next office visit for evaluation. To safely and effectively monitor prescription medication such as antibiotics or hormones (thyroid, estrogen, progesterone, testosterone, etc.), you will need to see your doctor every 3 to 6 months. When you are getting low on your medication, and you are out of refills, please call the clinic to schedule your next appointment. Please allow up to 3 business days to process refill requests.
To refill the supplements prescribed from our natural pharmacy, please call the clinic or complete the pharmacy order form on the patient portal. You can pick up your refills at the clinic, or we can mail them to you. Please give our staff 48 hours' notice to prepare your order.
Unopened supplements purchased within 7 days can be returned for clinic credit only. If you have an unexpected reaction or intolerance to a particular supplement, please contact your provider to arrange a return and a credit to the card you purchased the supplement with.
To protect our patients who are sensitive to fragrances, we are a fragrance-fee clinic. Please refrain from wearing fragrances. This also includes odors of cigarette smoke or marijuana. These can trigger asthma attacks in certain patients.
We require 24 hours' notice for cancellations and rescheduling. If we do not hear from you within 24 hours of your appointment, we do have a $100 "no show" fee for new patients and a $75 fee for current patients.
We do understand that there are circumstances that may prevent you from getting to your appointment on time. If you are going to arrive more than 10 minutes late for your appointment, please call to reschedule.