Patient Education

Read this before calling the office

Many common questions can be answered here, on our website, or through the Healow Patient Portal.

Scheduling, rescheduling, or canceling?

Call the office. If no one answers, leave a voicemail—especially when canceling or rescheduling. An online appointment request is not a confirmed appointment or a substitute for notifying the office of an appointment change.

(754) 206-1877

Original practice guide

Before You Call Our Office: Frequently Asked Questions

Read the supplied one-page PDF below or open it separately. Use your PDF viewer’s download or save option to keep a copy.

Open PDF / save a copy

The original PDF is unchanged. A readable version is provided below for phones, accessibility, and browsers without an embedded PDF viewer.

Medications

Controlled substance prescriptions

Controlled substances cannot be prescribed early. Prescriptions are generally provided in 28-day supplies. Emergency supplies are only provided under special circumstances. A signed Opioid Agreement must be on file before controlled medications can be prescribed.

Refills

Most medication refills require an office visit. Request refills before you run out of medication.

Prior authorizations

Some medications require insurance approval before they can be filled. Allow 7–10 business days for processing. Some approvals may be approved sooner.

Referrals

HMO plans and your primary care provider

Many HMO plans require a referral from your Primary Care Provider (PCP). Our staff works two weeks ahead to obtain referrals. If we are unable to secure your referral, we will provide the information needed for you to contact your PCP directly. To avoid delays, ensure your PCP is aware that you are being treated by our office.

Procedure authorizations

Before scheduling

Many procedures require insurance authorization before scheduling. The supplied guide lists 7–10 business days for processing. Patients with HMO plans may experience additional delays—approval may be needed from your PCP before insurance review. Procedures requiring authorization cannot be scheduled until approval is received.

Next steps

Patients may choose self-pay options rather than wait for authorization. Our office will contact you once approval is received and you are ready to be scheduled.

Patient Portal — Healow

Use your secure portal

Use the Healow Patient Portal to view visit notes; review medications and allergies; view past and upcoming appointments; send non-urgent messages to our office; and complete appointment check-in. You may also download the Healow app.

Open secure Patient Portal

Website resources

Find information online

Visit our website for information about providers, treatments, locations, and office resources.

Providers Treatments Locations FAQs

Phone system & appointment changes

Before calling

Due to our high call volume, we utilize an AI-assisted receptionist to help direct calls and improve service. Check this guide, our website, or your Healow portal before calling.

To schedule, reschedule, or cancel

You must call the office to schedule, reschedule, or cancel an appointment. If you cannot reach a staff member, leave a voicemail. Calls are typically returned within 24 business hours.

Do not skip the voicemail

If you are canceling or rescheduling an appointment, leave a voicemail if nobody answers. Without a message, your appointment may be marked as a no-show.

We’re here to help.

Our goal is to provide excellent care while helping you get answers as quickly as possible. Thank you for your patience, understanding, and partnership in your care.

Phone: (754) 206-1877 · Fax: (754) 229-3866

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