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Frequently Asked Questions

FAQs

Appointments and Scheduling

QuestionWhat are your hours?

ANSWER: Our clinic is open from 7:30am to 6:00pm Monday through Friday and 9:00am to 12:00pm Saturday. Our Occupational Health and Physical Therapy departments are open Monday through Friday 8am to 5:30pm.

QuestionWhat is your latest appointment during weekdays?

ANSWER: 5:45 p.m. Times vary for Occupational Health.

QuestionDo you take walk-in and same-day appointments?

ANSWER: We strive to accommodate walk-in and same day appointments for acute illnesses and injuries. Patients will be accommodated between 7:30am and 6pm as providers are available.

QuestionDo you offer telemedicine or virtual visits?

ANSWER: Yes, call our main number to schedule and see your provider via telemedicine.

QuestionCan I walk-in for a same day physical?

ANSWER: No.  All physicals need to be scheduled.

QuestionCan I schedule an appt for a Saturday?

ANSWER: Saturday is a walk-in clinic only for acute illnesses and injuries.

QuestionWhat are the hours for the laboratory and radiology departments?

ANSWER: Lab and radiology are open from 7:30am to 6:00pm Monday through Friday.  The lab is open on Saturdays from 9:00am to 12:00pm.  Radiology is closed on Saturday.

QuestionWhat should I bring if I’m a new patient?

ANSWER: Your insurance card(s), driver's license, and co-payment.  If you are not covered by insurance, a $300 deposit is required at check in, which is applied to the visit charge. Any remaining balance is due when the appointment is completed. Newborn infants who are not yet processed through a parent insurance plan do not need to provide a deposit as we understand the lag time involved in this process.

QuestionWhen is the best time to call for an appointment?

ANSWER: Our peak calling time is between 8:30am-10am every morning, especially Mondays.  For faster service, use our on-line appointment request via the portal or call after 11am.

QuestionHow early should I arrive for my scheduled appointment?

ANSWER: We ask you to arrive 15-minutes prior to your scheduled appointment time. This allows ample time for check-in and the completion of any necessary paperwork.

 

Billing Questions

QuestionHow much am I expected to pay?

ANSWER: You are expected to pay your copay, deductible and any non-contracted usual and customary service fees. If you do not have insurance you are expected to pay in full at the time of service. If you are a self pay patient we are pleased to discuss a payment plan.

QuestionWhy might I get a bill if I paid my account in full at the time of service?

ANSWER: There are a few reasons this might happen. Depending on your condition, your provider may order laboratory tests which require processing in a specialty lab. We cannot bill you for these tests until we receive the results. In some cases, these results are not received from the lab for up to 12 weeks after your date of service and thus billing is delayed. We understand this can be frustrating, but it is due to external laboratory processes rather than our own billing department.

Another reason you may get a bill is due to our auditing process. A billing review of services provided during your visit is performed after you leave the clinic so as not to take up your valuable time. During this review our certified coders make sure the charges have been correctly applied. Should there be a discrepancy between what you paid and what you owe, one of our staff members will call to make sure you have been notified of the correction.

QuestionHow long will it take to receive a refund?

ANSWER: We try to refund credits on accounts within 6 weeks of your request or our identifying over-payment. This is dependent upon the timing of payment on outstanding claims from your insurance company. If you have a refund due for to overpayment of copay or deductible, we wait for the insurance payment to be remitted and then process the refund. This can take up to two weeks after you receive your explanation of benefits.

QuestionWhat if I do not agree with my bill?

ANSWER: If you have any questions about your bill you should contact the billing office at 279-8486.

QuestionCan my spouse speak to you about my account?

ANSWER: Due to the Health Information Portablility and Accountability Act (HIPAA) we cannot disclose patient information to anyone other than the patient, regardless of the relationship, without patient consent. You may fill out a Release of Information form that will allow our office to speak to the person you designate. Please see our Patient Privacy Notice for more information.

General Questions

QuestionDo you offer flu, pneumonia, HPV, shingles and other vaccines? What about travel vaccines?

ANSWER: Yes, we carry most vaccinations, including those for travel. As an established patient you may walk in and see a nurse to receive vaccinations as needed. We currently do not carry the yellow fever vaccine.

QuestionWhat do I do if I am sick after hours?

ANSWER: For our pediatric patients (under age 18) we have a 24-hour nurse triage line staffed with pediatric nurse specialists. Call our main number (279-8486) and choose the option to speak with the triage nurse. For adult patients, we offer the option to leave a message for a MPFC nurse to contact you in the morning of the next business day. Adult patients who would like to speak to a nurse after hours you may call the Providence Hospital 24-Hour Nurse Advice Line at 907-212-6183. For urgent needs, please call 911 or proceed to the emergency room.

Providers

QuestionWhat type of providers do you have?

ANSWER: We have board certified family practice and pediatric physicians on staff as well as nurse practitioners and physician assistants. Our patients can choose their primary care provider from these clinicians.

QuestionDo you have providers who perform DOT medical exam and certifications?

ANSWER: Yes, we do.

QuestionDo you have an Aviation Medical Examiner to perform FAA medical certifications?

ANSWER: Yes, we do.

QuestionWhat is a physician assistant?

ANSWER: Physician assistants (PA-Cs) are health care professional licensed to practice medicine with physician supervision. They conduct exams, diagnose and treat illness, order and interpret tests, counsel on preventative health care, and can write prescriptions.

QuestionWhat is a nurse practitioner?

ANSWER: Nurse Practitioners (ANP, FNP, CPNP, DNP) complete masters or doctoral level training beyond their nursing training. They work both autonomously and in collaboration with doctors and provide a full range of health care services including conducting exams, ordering and interpreting tests, diagnosing and treating illness, prescribing medication and educating patients.

QuestionDo you have any female providers?

ANSWER: Yes. We have 7 female providers

QuestionIf my regular doctor is unavailable, can I see someone else?

ANSWER: Yes. Any available provider may see you. Our pediatric providers, however, only see patients from birth through 18 years of age.

QuestionCan I see just one provider?

ANSWER: Absolutely! We encourage you to establish a relationship with a provider of your choice. We also encourage you to have a back-up in case your preferred provider is unavailable or out of town.

Your Lab and Xray Results

QuestionHow long will it take to get my lab results back?

ANSWER: That depends on what labs your doctor ordered. Most lab results are available same day through our in-house lab. Some specialty tests and cultures need to be sent out and can takes days to weeks. Please ask your provider about your specific test.

QuestionWhen will I get my xray and ultrasound results?

ANSWER: Sometimes your provider will share results with you right away. Other xrays and most ultrasounds need to be reviewed by our radiologist and results should be available by the end of the day or the following morning.

Your Medical Records

The patient-physician relationship is confidential.  Any information exchanged is guided by HIPAA regulations. Confidential medical information will be released only with the express consent and authorization of the patient.
Notice of Privacy Practices

QuestionHow do I request my medical records?

ANSWER: You may complete a records request at our office, print a Release of Information (embed link) from our website, or if you are seeing a physician elsewhere they can request the records on your behalf. Make sure you have the name, address, phone and fax number of the place you want records sent. Requests can be faxed to our medical records department at 257-8192.

QuestionIs there a charge to receive my records?

ANSWER: There is no charge if a physician requests your records or if you are requesting only your last visit. Otherwise, a charge of $25 is assessed to cover a full chart release.

QuestionHow long does it take to get my records?

ANSWER: Seven to ten days after we receive the request and, if applicable, payment. Under certain special circumstances it may be sooner.

QuestionCan my spouse or relative pick up my records?

ANSWER: Yes, as long as they are specified on the authorization form.