Scheduling and Appointments: Because we all lead busy lives and we realize that your time is valuable we have implemented a process to provide your family with timely and efficient care. We are open Monday –Friday 8 a.m. until 6 p.m. and Saturday 8 a.m. – 12 p.m. Monday through Friday we offer walk-in appointments from 8:00 a.m.-8:30 a.m. We do not offer walk-in appointments on Saturday due to limited resources during weekend clinics.
Well Child Checks/Preventative Visits: Each physician has reserved a portion of their schedule specifically for well care appointments. We encourage you to schedule your next well care visit at the end of your current visit to ensure proper timing between the appointments. These visits are an important part of your child’s physical and developmental well being; therefore, we make every effort to make these appointments available for you. We ask that you check your insurance benefits ahead of time to ensure that you are aware of what your specific plan will cover with regard to wellness services. Due to the multiple insurance plans available that offer a wide variance in coverage, we are unable to check these benefits for you. Therefore, it is your responsibility to know the coverage details of your individual plan.
Sick Visits: We promise you that we will make every effort to see your sick child the day that you call. However, if your call is not received until late in the day we may need to schedule your visit for the following morning. All sick children will be seen within 24 hours of the initial phone call to our office. If all our appointment slots are already taken, we will take a Triage Nurse message so that the illness can be assessed by one of our nurses. We may offer “over-book” appointments if the situation warrants it. There may be times we suggest that the patient be seen the following day if the condition is not an emergency. All of our nurses are well trained, experienced and responsive to your child’s needs. Hospital Care We are an outpatient pediatric practice and do not visit patients that are in the hospital. We work closely with our local pediatric hospitals, Children's at Erlanger and East Tennessee Children's Hospital; however, in the case of a severe emergency we advise that you take your child to the nearest hospital possible to obtain medical treatment. While we do not render care to your child during the hospital stay, we are available to the physicians that are treating your child, to answer any questions they may have regarding past medical history.
Routine Questions: Our clinical staff is well equipped to answer your questions regarding common illnesses, common medications and developmental/behavioral issues. We are always happy to assist you if you have issues regarding your child.
After Hours/Emergency Calls: We have a physician on call for emergencies only. We have partnered with Children’s at Erlanger to provide after hours Telephone Triage service. This service uses the same emergency protocols that we use in our office and is staffed with experienced registered nurses. We ask that you limit your after- hours calls to emergency only. You will be charged a fee of $14 -$19 per after hours emergency telephone call.
Missing Appointments: We ask that out of courtesy for other patients when you are unable to keep your appointment with us that you cancel within 24 hours of the appointment time. If you fail to cancel the appointment and No Show, a fee of $25 will be billed to you. We appreciate your cooperation with our cancellation policy. We will not file this charge with your insurance company; it will be your financial responsibility to be paid before or during your next visit to our office.
Late Arrivals: If you are running late for an appointment out of courtesy for other patients with appointments, please call ahead and let us know you will be late. We will make every attempt to work you back in the schedule, however, during peak season we may be forced to reschedule your appointment.
Financial: Our office is happy to file your insurance for you, however, in order to do so we ask that you make sure to bring your most recent insurance card to your appointment. We will ask you to update your information sheet at least once a year, however, if your insurance changes at any time it is your responsibility to provide us with the new information. We have limited time to file your claims to your insurance company to receive payment. Therefore, it is important that we have current and accurate information on file. It is our obligation to our contract with your insurance company to collect your co-pay, co-insurance and deductible, at the time of the visit. If we are unable to collect your co-pay at the time of the visit you may be asked to reschedule or we will add a $15 processing charge to the unpaid co-pay to cover our billing expense. To be more efficient, we are now collecting the co-pay at the front of your visit when you check in. We accept cash, check, debit card or credit cards; Visa and MasterCard. If you write a check that is returned to us for insufficient funds, your account with us will be charged an additional $20 return check fee. In today’s environment it is impossible for us to be aware of what each individual insurance policy will cover, therefore, we ask that you be familiar with your benefit plan to ensure that once they have paid you will be prepared to pay the difference when you receive our bill. Please note that we will send you a statement, if the statement goes unpaid you will receive a collection letter indicating your balance owed is past due. If payment is not received your account will be referred to an outside collection attorney. If you have questions regarding your account please contact our billing department during normal business hours.
Divorced Parents: We will be glad to bill the responsible parent for your child’s account. However, both parents are responsible for a minor child’s bill and both parents will be held accountable. We are not a party to your divorce decree.