FAQ

Telephone Calls

At Crossroads Medical Group we are dedicated to providing the most productive and personal experience for our patients. In order to maintain focus to reduce interruptions during office visits, the best way to contact us is via our website. You can schedule an appointment, refill your prescription, or view your lab work. If you do not find what you are looking for, please email us at Contact@CrossroadsMedicalGroup.com If you choose to call and leave a message, we may not be able to return your call until the end of the clinic day. If you have an urgent medical need, it is still best to come directly to our Walk-In Clinic for an appointment the same day, view all of our locations. Please be advised that we can only answer medical questions for established patients. If you have an emergency, defined as an injury or illness which may represent a danger to life or limb, please call 911 or go to the nearest Emergency Department.

Appointments

The fastest way to schedule an appointment is via our website. We try to adhere to our appointment schedule as best as we can. There are times when this is tough due to patient needs. If you have a very tight schedule, we recommend making the first appointment of the morning at 7:00 a.m. or immediately after lunch at 1:30 p.m.

Please be advised that new patient appointments or annual physicians are no longer than 45 minutes. Routine follow up appointments are 15 minutes. There may be times when you could be asked to make an additional appointment to discuss a specific problem in greater detail, especially if brought up during a physical or if you bring a list of complaints during a 15 minute appointment. When scheduling an appointment online, please be sure to list all of your concerns so that we can do our best to allow the appropriate amount of time for your office visit. Some problems take much longer to resolve properly and it would be inappropriate to rush through any issues you have, and unfair to those that are scheduled after you.

Preparing for your Visit

Prior to your appointment, please review your demographic and medical history information via the Patient Portal. If you have trouble logging on, please email us at Contact@CrossroadsMedicalGroup.com. If you are not able to access the Patient Portal, please be sure to arrive 15 minutes early.

Please bring the following:
  • all of your current medicines
  • insurance card and identification to each office visit

It is our desire to remain on schedule and minimize any waiting times and maximize the time we can spend with you face to face discussing your medical needs. When patients show up late or unprepared it prevents us from spending all of the allotted time with you. If you know you cannot make your appointment please email or call ASAP to let us know so we can offer your appointment to someone else that needs care. If you are running more than 15 minutes late, you will be asked to reschedule your appointment.

During the Visit:

Focus on:

  • what matters to you most
  • what you want evaluated and treated
  • what can we do for you, if a specialist is monitoring a condition and there are no concerns

Refills:

  • ask for medication refills to last you until your next appointment. Please verify your pharmacy and medicines before you leave to make sure everything is perfect.
  • If you have a specialist treating certain conditions and prescribing medicines, please call that specialist to get those medicines refilled.

Followup:

  • make sure you make your follow-up appointment with your favorite provider BEFORE leaving. We can always change it if needed.

If you have an acute illness or injury please come to the clinic to be seen. Treating such problems over the phone is inadequate and you will receive a higher quality of care when face to face with a provider. We do not call in new medicines, antibiotics or pain pills as you must be evaluated in the clinic to ensure you receive the best possible care.

Labs: Please try to have your labs drawn the week before your office visit so we can review them with you in clinic, answer all of your questions, make any changes to your medicines, and give you a copy for your records. To obtain lab results, sign in to the Patient Portal.

Referrals: We ask that all of our patients be seen by specialists ASAP but we have no control over their schedules or their willingness to work you into their schedule. Many specialists now call the patient directly to schedule and we do not know when the appointment date is, so if you have not been contacted about your referral in a week please email us so we can try to help you.

Dismissal: We work hard to navigate the healthcare system on your behalf but on rare occasions a patient will take out their frustrations on our team. We treat them with the utmost respect and we request you to do the same. If you choose to be hateful, yell, use foul or inappropriate language, exhibit obscene behaviors or otherwise just act like a fool you will forever be dismissed from our practice. For everyone's sake, let's all please be kind, polite and respectful to one another. Treat others the way you want to be treated.

Ratings: If you had a great experience or someone provided service and care beyond your expectations, please leave a kind word with our team and it just might make their day. You can also leave a review here.

Preventive Visits and Problem Related Visits

For years there has been confusion about Complete Physicals. Coverage of Physicals varies widely from each insurance carrier. Please check with your insurance company prior to scheduling a Yearly Complete Physical. It is impossible for us to verify this information correctly for you as there are many different plans, and each plan may have different policies.

Regardless, Complete Physicals are highly recommended and this is usually our only chance to cover preventive issues that are not part of a routine problem generated visit. At your Physical we start with a review of your medical history, family medical problems that place you at additional risks, social habits that may cause risk, and age associated risks. Then a thorough physical examination is performed to catch any such problem at an early stage before it becomes a problem. For women, this is when you will have your breast exam, cervical exam and pap. For men, a prostate exam, screening for colon cancer, skin exam, etc. EKG and laboratory tests are performed on all patients to monitor for additional risks that can affect your health. Age or risk appropriate testing will be scheduled such as colonoscopy, mammogram, ultrasound, bone density or stress testing. Immunization discussion, and preventive counseling such as diet and exercise are covered as well.

These visits are time consuming and are designed purely for preventive health issues, not problem focused. Most insurance companies will not pay for Complete Physical Examinations and problem specific complaints on the same day. Please be advised, that we are aware, that it is a very frustrating part of dealing with insurance companies, and not necessarily our policy, but we have to abide by their rules.

Cancellation Policy

We require a 24 hours’ notice of cancellation for appointments via email or phone message. Based on your reminder preferences, you will receive a phone call, text or email from us reminding you of your upcoming appointment as a courtesy.

If cancellation is less than 24 hours and we are unable to fill your appointment time you will be billed $50.00. This is not to generate revenue as some would argue, but to cover our loss of an opportunity to schedule a patient in the time slot you reserved.

Medication/Prescription Refills

Initial prescriptions and medication refill requests are designed to be completed during your scheduled appointments. We try to maintain refills enough to last until your follow up appointment is due. The ideal time to schedule your next appointment is before you are out of additional refills. If you utilize a Mail Order Pharmacy service, you should make that appointment 2 to 3 weeks prior to your medication refills running out. It will take that long to submit a new prescription and have them issue that order. Some medications will have refills that last a year, but medications that require physical or laboratory monitoring may last only 3 to 6 months. Other prescriptions require additional time and administrative work to fill, and these may require an office visit as well. Some clinics are charging additional fees to complete refills that are not associated with an office visit and we are trying hard to avoid this.

Refill requests that are made outside of a regularly scheduled appointment may take up to 3 days to process, so please plan accordingly. We have no possible way to know what medicines your insurance will cover; nor the price. Only by asking your pharmacist or calling your insurance directly can you find out. Please ask your provider to write generic medicines whenever possible.

We do not call in prescriptions on nights or weekends unless you visit one of our Walk In clinics. Be aware that many pharmacies may not be open on Saturday’s or Sunday’s. Also, controlled prescriptions cannot be called in to pharmacies and we must see you in person, as an in office appointment, in order to refill. These medicines may include, but not be limited to, Antibiotics or anything controlled by the DEA such as (medicines for pain, anxiety or ADHD). Please feel free to ask our nursing team about this policy at your next visit.

If you do need a refill, please email us at Contact@CrossroadsMedicalGroup.com.

Our team will do their best to attend to your request by the end of that day or the next business day, depending on the time you submit your request. Again please check with your pharmacist to ensure that your existing prescription has run out. You may find that there are refills still available on your current prescription or they may be able to electronically send a refill request to our office.

Referral Requests and Pre-Authorization Forms

Many insurance companies have additional administrative processes that are required to see a specialist. In some cases we may be able to complete referral requests without an office visit. Some clinics are charging $25 for this service due to the administrative costs involved. We are trying hard to avoid this. Our clinic appointments will take priority, so please be aware that it can take up to 3 days to process referral requests that are made without an office visit. To request a referral, please email us at Contact@CrossroadsMedicalGroup.com.

Payment of Fees

Payment of fees not covered by your insurance plan are due on the day of your scheduled appointment. These fees include copayment, deductibles and outstanding balances. You may pay by cash, check, money order, and Visa or MasterCard. Any checks that are returned will be charged an additional $30 fee.

Insurance Benefits

While it is the patient’s responsibility to know their Insurance Benefits, we will file your insurance claim as a service to you but it is your responsibility to know your plan benefits. In order to do this we ask that each patient or responsible family member complete an insurance form with the assignment of benefits assigned to us on the initial visit and annually thereafter or if your policy changes. Before your first visit, please fill out prior to visit and bring with you to your appointment. We will do all that we can to process insurance claims, but please remember that your coverage is a contract between you and your insurance company. Any balance that your insurance company does not pay or is considered a non-covered service is due from you or your responsible party. Since we are open 7 days a week if we are unable to verify your benefits you will be asked to self-pay. We will file your claim for you and refund if any money is due back to you.

Many insurance companies require a deductible to be satisfied each year by the patient or responsible party before insurance benefits begin. If the deductible has not been satisfied or there is a question whether the service we provide is a covered service, it is the responsibility of the patient or responsible party to provide payment at the time of service. We will verify insurance coverage before your visit. During the verification process we may find that your deductible has not been met and will have to collect a reasonable amount before the office visit. Please keep in mind that insurance coverage is a contract between you and your insurance company. If a claim processed is a covered service the payment will be applied to any balance on the account and difference refunded or credited to the account as requested by the patient or responsible party. We are open 7 days a week, with our Walk In clinics, which makes it difficult to verify insurances and all changes that are due, especially on the weekends. You will be responsible for the total amount due. We will file and refund amounts that insurance eventually pays and credit your account.

Additional Services Not Covered by Insurance

The completion of forms (school physicals, administrative physicals) should be completed prior to your office visit. These physicals may not be a covered service by your insurance company. There may be an additional charge for complex forms (disability forms, handicap placards, FMLA and other paperwork) to be filled out at the time of an office visit.

Insurance coverage limits will never have an effect on the quality of care provided at Crossroads Medical Group. The same quality care is provided regardless of payor whether cash pay, commercial insurance or Medicare. Not all services, labs, examinations, and procedures are covered by insurance companies and even within one insurance carrier the benefits will vary widely.

Statements and Collection Process

We send out monthly statements. We understand that many people wait for their insurance company to pay and in the meantime do not pay on their account. However, the statement we send you reflects payments from your insurance company and the balance due is your responsibility.

Please feel free to email us with any questions regarding your statement. We understand that insurance explanation of benefits (EOB’s) can be confusing. If you have any questions regarding your policy, please contact your insurance company regarding your specific coverage.

We are always happy to set up a payment plan if you are having trouble paying your bill in full.

We are in the business of caring, but we also have a business to run and appreciate your timely payments. Accounts not paid are subject to collection. Any account sent to collection will be dismissed from this practice. Once a patient is dismissed they will no longer be able to schedule appointments or receive refills. We strive to make multiple attempts to contact our patients about outstanding balances before we are forced to rely on collections, so at this point all dismissals are permanent.