Office Policies

Scheduling Appointments

Appointments can be made by calling your physician’s patient service coordinator (PSC) directly.

Late Policy

If you are going to be more than 10 minutes late for your appointment, please call the office and inform our staff. If the schedule allows, your doctor will see you at your allotted time or at a later time slot if available. If the schedule does not allow a late appointment, your appointment will need to be rescheduled.

Cancellation Policy

If you are unable to keep an appointment, please call the office at least 24 hours in advance to cancel. Failing to do so can limit our availability to care for other patients.

After Hours Policy

If you have an urgent medical issue after regular business hours, or on the weekend, please call your physician’s cell phone, provided on your MDVIP membership card. If the physician does not answer immediately, you can expect a call back within one hour.
If you cannot wait for a return call or have a medical emergency, please dial 911 or go to the nearest hospital emergency department.
Please do not use email or the Athena portal for urgent or emergent medical issues as they are not monitored when the office is closed.

Laboratory and Test Results

For the most part, laboratory and test results will be discussed at a follow-up appointment (e.g. Annual Wellness Program labs and testing). For other testing and labs, your physician will notify of test results by phone or Athena portal message.

Prescription Refills

Refill requests will be processed within 24 hours; however, most refills will be processed by the end of the same day. If you have an urgent refill request, please speak with our PSCs and inform them of the urgent nature of the refill request.

Prior Authorizations

Many insurance companies require prior authorization for certain prescriptions. Our office will complete the required forms and submit them to your insurance company. A determination of approval, for most medications, is typically finalized within 2-3 business days.

-Special case-

For GLP-1 agonists prescribed for weight loss (e.g. Ozempic, Wegovy, Mounjaro,etc.), we will complete 1 prior authorization. If the medication is denied by your insurance company, we will NOT complete an appeal.

Referrals for Specialty Care

If your insurance requires referral from your primary care physician to see a specialist, please call the office at least 3 days before your specialist appointment to give us the necessary information needed to complete the referral. Please note, referrals cannot be back-dated.