Office Policies

Front Desk

  • Co-payment is due at the time of visit, before you see a provider.
  • If you have a deductible, your first visit of the year must be paid in full at the time of your visit. We will be billing your insurance so that it can be applied to your deductible. Any contractual adjustment will be applied to the next office visit.
  • Registration forms must be updated annually. This may seem inconvenient, however sending the incorrect information will cause your claims to be delayed and could be more problematic in the future.
  • We accept most insurances, it is the patient’s responsibility to contact their insurance company to determine if they are eligible to be seen by our providers.
  • Patient must provide a valid form of identification in order to pick up any documentation and medication.

Referrals

  • If the patient is referred to a specialist, or given an order for any test or procedure by our providers, then it is the patient’s responsibility to contact their insurance company to find out if a pre-certification, prior authorization or referral is required. If so, the patient must contact our medical records department at 219-226-1529. A minimum of 3-5 business days prior to scheduled appointment is needed to process the authorization. Failure to follow your insurance requirements could result in non-payment of your claim.

Medication Refills

  • Patient is to contact their pharmacy and request a refill.
  • Patient must be seen every 3 months for narcotics, and 3-6 months for any maintenance medication.
  • Medication refills will not be called in on the weekends or after business hours since the physicians do not have access to the patient’s record.

Payment

  • When patient statements are sent, we ask that you respond within 30 days. If you are unable to pay in full please call our billing department to make payment arrangements.
  • All patients with an outstanding balance will be billed after 30 days. If no payment is received within 45 days, the patient will be contacted by telephone and followed up by the billing staff until balance is paid in full. If the patient has an outstanding balance, the balance needs to be paid prior to their next visit.
    • First statement should be mailed immediately once the EOB is received and processed or within 30 days of date of service, whichever is first.
    • First phone call 15 days after statement was sent.
    • Second statement is mailed as past due (30 days from first statement) and immediate payment is requested.
    • Second phone call within 45 days of date of service or the first statement was sent out to find out why bill has not been paid. If necessary, set up for payment plan.
    • Third statement should be a pre-collection letter. It should be mailed 60 days from the first statement. The letter will indicate to the patient that this is the last correspondence they will receive before the account is sent over to collection and possible dismissal from the practice unless payment is received within 15 days.
    • After 75 days, if payment has not been received, the account will be turned over to a collection agency and patient/family may be dismissed from the practice.
  • When discussing a payment schedule with a patient, the account should be settled in full within 3 months with no less than 1/3 payment each month.
  • To avoid collections, consistent monthly payments must be made.

Labs

  • We do not call patients with normal lab results.
  • If patients wish to go over lab results extensively, patient will need to make an appointment.
  • It takes 3-5 business days for the lab results to be received and reviewed by the physician.

Cancellation

  • If you are unable to keep your appointment, please cancel 24 hours prior to avoid a possible fee.

Minor Patients

  • In order for us to give your child the best care possible, it is essential that a parent or legal guardian accompany your child to office visits. If this is not possible, we need a letter signed and dated by the parent/legal guardian giving us permission to provide the child with care and/or immunizations.