- What should i expect when i call during the day?
All patients are encouraged to call with any questions. The office staff is trained to answer most non-clinical questions, including billing inquiries. For medical related questions or problems, the staff is not able to give any advice over the phone.
If you have a medical related inquiry regarding your child, we’d ask to give us a call at (630) 385-2360 and leave a message with the staff. Your provider, the provider on-call or the nurse will return your call.
Please keep in mind when leaving messages during office hours that our priority is with the patients that are in the office. Thus, your call will be returned once a medical caregiver finishes seeing our priority patients in the office.
- What if my child is sick in the evening or on the weekend?
If your child or teenager becomes acutely ill after office hours and you cannot wait until the next morning, the “on-call” provider will speak to you or return your call. Our phones are not answered after hours by an answering service, they go directly to the “on-call” provider.
The “on-call” provider will determine whether they can handle the situation by phone and see you in the office the next morning or whether it will be necessary to have your child seen in the emergency room.
- How are appointments scheduled in the evening or on the weekends?
We have later hours on Monday - Wednesday until 8pm, Thursday - Friday until 6pm. We are also open Saturdays until noon.
- Do you offer well child checkups on the weekends?
We do routinely offer well child checkups on the weekends. Our priority for the weekends is to provide care for urgent and sick visits, but we will work to accommodate your needs and administer routine vaccines and hearing and vision tests.
- Why do I have to show my insurance card at each visit?
While it may seem redundant to parents, it is an insurance company requirement that we ask you to present your insurance card at each visit.
- What is your cancellation policy?
In an effort to be available as much as possible for your family, we ask parents to call us at least 24 hours prior to a scheduled well exam appointment or four hours prior to a “sick” appointment if you need to cancel. While we understand that unforeseen problems occur, a fee may be charged when these guidelines are not followed.
- How do I find out my balance and how do I pay online?
Call our office and press option 5 for our billing department. Our business staff can check the balance on your account and take credit card payments over the phone or you can pay online under the ABOUT menu.
- I received a notice that my insurance company did not pay for a service; why is that? Also, can you resubmit a denied insurance claim?
Even if we accept your insurance, it does not guarantee payment. We do not have information on your individual policy and its coverage. If you receive a notice that a service was denied, please call your insurance company; they can tell you the specific reason a claim was denied. If it is appropriate or if an error was made, we will be happy to resubmit your claim as long as it is within your insurance company’s filing limit (usually 60-90 days).
- I am moving out of the area. How do I have my child’s medical records forwarded to my new doctor?
Before records can be transferred, a HIPPA authorization must be signed. Children 13 years of age or older must sign for themselves; this is a legal requirement. We can email you the HIPPA release form or you may pick one up in our office. There is usually a charge for his service because of the administrative time to pull your records. After we receive the signed authorization, we can email them to your new doctor or you can pick them up. Please note that a person picking up records for a child 13 years of age or older must have a written release from the child. Identification must be shown at the time of pick up. Please remember these are government policies based on our current national privacy laws.