Any text with that is a lighter shade of grey indicates a link to further answer the question. Clicking on the link will take you to another webpage.
Q: What days and times are you open?
A: Our Location tab has a list of our offices and hours of operation.
Q: I need to cancel my appointment. How do I cancel it?
A: Call 219-922-8051 and press 4 to talk to our clinical staff. If they do not answer, please leave a detailed message. The easiest way to cancel an appointment is to log onto the patient portal and cancel your appointment from there.
Q: I don't understand insurance jargon. Where can I understand what terms like deductible and co-pay mean?
A: You should always call your insurance company or visit their website, but we have some key terms defined in our Insurance section.
Q: Lab work and diagnostic imaging was ordered by my provider. What are the next steps?
A: With the changes in health insurance policies, most diagnostic imaging (CT, MRI, PET scan, and ultrasound) needs prior authorization (PA) from your insurance. A PA is your insurance’s approval for the medical necessity of the test. Insurance approval does not guarantee coverage. It is your responsibility to call the 1-800 number on the back of your insurance card and find out if a PA is needed prior to scheduling the test. If you need a PA, immediately contact our office by calling 219-922-8051 to initiate the process with your insurance company. Once you have initiated the PA, please schedule your test as we need the scheduled date to complete the PA process. On the day prior to scheduled test, it is your responsibility to make sure an approved PA number has been obtained and sent to the testing facility.
Q: I had my lab work and diagnostic imaging done. When should I expect to hear about the results?
A: Please be aware that follow-up appointments after any diagnostic imaging and labs are mandatory. Labs and diagnostic imaging may populate quickly on MyChart or other patient portals, but different facilities have different processes with sending test results to providers. These processes may result in lag time. Only critical labs are flagged and responded to by providers in our office. It is critically important to make a follow up appointment to track results and go over these tests.
Q: Will I have to pay out of pocket money at my office visit?
A: Every insurance plan is unique. That is why it is so important to call your insurance and familiarize yourself with your plan. It is an office policy that if you have a co-payment or have not meet your deductible or out of pocket, we will collect money at the time of your service. It is your responsibility to fully understand your insurance plan.
Q: I want to link my tracking device to my patient account so the provider can see it at my next appointment. How can I do this?
You can read more about this service here, and make sure to ask the staff when you are in next for a handout.
Q: I called your office and heard the autoattendant 's greeting. How do I know which prompt to press to get to the right personnel?
A: It is important to choose the correct prompt so we may timely and efficiently address your unique needs. Please make sure to listen to all the prompts and try to press the prompt that most fits your need. There is a certain prompt for new patients to schedule and a different one for established patients. It may seem like these are similar and interchangeable, but there are different qualifications for both sets of appointments.
Q: I called your office to make an appointment, but I had to leave a voice message. Is there a person I can speak to instead?
A: We apologize for the inconvenience of leaving a message, but our staff was accommodating another patient at the time you called. Make sure to leave a message; it is the only way we know that you called. It is important to include your name, number, and the reason you are calling. We will call back within 24 hours.
Q: I need to get blood work before my next visit. I lost my order from the provider. Where should I go to retrieve my order? How many days ahead should I plan to get my blood work?
A: You can contact our office for a copy of your lab order. You can come to our offices for your blood work, or if you are visiting another facility, we may be able to fax it to them. Every test is different. Typical blood results may take anywhere from 24 to 72 hours. Our medical assistants can help answer any specific test questions.
Q: What are the hours of your lab?
A: Community Hospital has a lab available in our Highland location: Monday 7-1, Wednesday 10-5, Friday 9-5, and some Saturday's 9-1 (call before coming to the office for Saturday availability). Please note that any labs through Community Hospital will not interface with our patient portal and can be found on MyChart. Please check with your insurance for the recommended lab companies and draw stations. We never guarantee coverage.
Q: What are televisits and how can I sign up for one?
Televisits are a new cash pay virtual visit that are offered at our office. You can remote in using a computer and talk with a provider without leaving your office or home. You can read about them by clicking here.
Q: I am interest in New Direction products.
All current patients can purchase New Direction meal replacement bars, shakes, and snakes at our Route 30 location. If you prepay for the products, you can pick them up in Highland.
Q: I need a refill on my prescriptions. Who do I contact?
A: Refills on prescriptions can only be requested through the Patient Portal. We ask for at least 3 business days to respond. You can also ask your pharmacy to fax a request to our office. If it has been an extended amount of time since your last visited our office, we may ask that you come in to better assess your health and medication management.
Q: I forgot my Patient Portal password. What do I do?
A: You can click on "Trouble Logging In" and then follow the prompts. If that does not work, you can call our office for help resetting it at 219-922-8051 x 3000. Once reset whether by you or our office, it can take up to 12 hours for the update to activate on the account.
Q: How do I access the Patient Portal?
A: Click here to be taken directly to the sign-in page.
Q: What is a nurse practitioner and how do they differ from a doctor?
A: Read all about the profession at this website.
Q: What types of payment options do you have?
A. Click here to be taken to the options.
Q: Hablas espanol?
A: Si, hablamos espanol en las tres oficinas.
Q: I need FMLA forms filled out for work. What do I do now?
A: You can read about completion forms in our patient information section.