What holidays are you closed for?
We close the office for Good Friday, Memorial Day, Independence Day, Labor Day, Thanksgiving, 1/2 day the day after Thanksgiving, Christmas Day (Christmas Eve if it falls on a weekday), and New Years Day.
There is always someone on call during holidays for urgent issues that can't wait until the office is open.
Why can't your office tell me what my insurance covers?
Insurance policies are not the same. We can get limited benefit information on the insurance companies’ website, but it is never as detailed as what your employer provides you or the information supplied to you when you enrolled. It is very important that you understand what your policy covers and what it doesn't cover before services are rendered. We know that insurance can be confusing, but it is ultimately up to you to know whether services provided during your visit will be covered. Unfortunately, no insurance company will guarantee benefits until the claim is processed.
I am covered by Medicare now. Will my preventive care exam be covered?
Medicare does not cover a routine preventive medicine exam. If you have a Medicare supplement, it will not cover anything that Medicare does not cover. There are some components, however, that Medicare will cover. Medicare will pay for cervical screening and a pap smear every 24 months if you are at low risk. They also cover a screening mammogram (including 3-D) every 12 months.
The routine preventive medicine exam is different than the "Annual Wellness Exam" and the "Welcome to Medicare" exam that are covered by Medicare. These two are typically performed by your primary care provider and they don't actually involve a hands-on exam at all. Your primary care provider may, however, incorporate a physical exam anyway.
Most of the Medicare Advantage plans are now following Original Medicare guidelines and only cover what Medicare covers. It is very important that you read and understand your benefits before you are seen so you don't end up with services that are not covered and have to pay out of pocket. Click on the attached link to see what preventive services Medicare will cover.
Does your office accept Medicaid?
Our office does not accept Medicaid.
Why do I have to pay my deductible and co-insurance upfront?
Every insurance contract we sign as participating providers requires that we collect all copays, co-insurance, and deductibles. If you read your policy, you will see that you are responsible for payment for services rendered.
Just as any other business, we have to minimize our costs and therefore have to collect what we know you will owe when services are rendered. Remember, all other businesses require payment for services when rendered; we are no different.
For our maternity patients, we provide about 8 months of care before we can bill your insurance for the global care provided. We still have to pay our staff as well as all of our bills that we incur for running our business.
We understand that insurance deductibles have increased over the past several years and it does make it hard on families. Unfortunately, we have no control over the plan your employer has chosen or the plan that you had to pick through the marketplace that would be reasonably affordable.
We provide high quality, cost-effective care for our patients in a pleasing and comfortable environment. We hope that you see the value in the care provided and understand why we have to "talk money."
When will my payment be due?
In an effort to keep these costs reasonable, our policy is to receive payment at the time of your visit. If you have any questions about fees or need to discuss a bill, please feel free to contact a member of our business office staff at 336-379-9742.
The fees for obstetrical care include all routine prenatal visits, your delivery, and your visit six weeks following delivery. Additional tests and procedures which are ordered by your provider will be charged for at the time of service. If a cesarean birth, tubal ligation, and/or circumcision is performed, an extra charge is made for those particular surgical procedures.
Whatever the circumstance, we will work with you for a mutually satisfactory arrangement.
Do you charge for missed appointments?
We reserve the right to bill you $40 if you do not give us 24-hours notice when canceling an appointment. Emergencies happen and we certainly take that into consideration before billing. Patients who habitually no show or cancel may be subject to dismissal from the practice.
Beginning April 1, 2021, we will charge $50 if you do not show or cancel with less than 24-hours notice for the following procedures:
- Colposcopy
- Urodynamics
- Novasure
- Sonohysterography
- Hysteroscopy
- Leep
Do I need to make an appointment, or can I be seen if I just walk in?
Due to the nature of our specialty, visits are by appointment only. After office hours or on days when the office is closed, you can reach the on call provider for urgent issues or emergencies by phoning 336-273-2835.
When will I be contacted about my lab results?
Waiting for lab results is often times a source of frustration for patients especially if treatment depends on the outcome of the results. Not all lab results are able to generate results quickly and even those that do, your provider has to review the labs and come up with a plan of care. Calling on the phone will not speed up the process.
Normal labs are generally published to the patient portal or sent through the mail. Abnormal labs will always be called or in some cases, you may receive a letter.
Things can happen so, if you have not received any communication from us within 4 weeks, by all means send us a message through the portal or give us a call. If you have been advised that your results require timely follow-up and you have not heard from us, please call.
I'm not sure which staff member I should request?
Each staff member of Wendover OB/GYN & Infertility, has been carefully chosen and trained to assure you of the best possible obstetric and gynecologic care.
As professionals, we function as a team, each of us doing our part. As a patient, you too are a part of our team. Your confidence in us is greatly appreciated and we hope it will grow the more you know about us.
We encourage you to ask questions in order to clear up whatever concerns you may have. By maintaining open lines of communication, your experience with us will be pleasant, constructive, and fulfilling. It's an experience built on understanding.
What if I need a refill on my prescription?
If you have a current prescription but have no refills, please call your pharmacy directly. They will contact us for approval. Even if you are changing pharmacies, you can give the information to the new pharmacy, and they will contact us for the refill.
To expedite your refill, if you have an appointment coming up before your refill is needed, please be sure to tell one of our medical assistants or your physician so they can take care of it while you are in the office.
If I call your office with a question or problem, when will my phone call be returned?
We welcome and encourage you to call the office if you have a problem, or question, or if you need to get in touch with us for any reason. You may also contact us electronically via our patient portal. Our phone lines are open from 8:00am - 5:00pm Monday through Friday. Please make non-emergency calls during those hours.
When you call our office, the operator will either schedule an appointment or direct your call to the proper person. Most calls will initially be directed to our Nurse Triage Staff. Due to the high volume of calls and the personal care given to each patient, your call will be returned based on the priority of the issue. Please note that it may take up to 2 days to return non-urgent calls.
How can I know that my medical information is private and secure?
All your medical records are confidential. We will release the records or any part of them only if you give us written authorization unless allowed under HIPAA. Medical records are legally the property of our office. However, we are happy to make 1 set of photocopies of your records at no charge and send them to you or another physician of your choice. Please provide us with at least 48 hours advance notice of when you would like to pick up your records.
Repeat copies of medical records needed by insurance carriers or attorneys should be requested in writing by the carrier or attorney. There will be a charge for this information, and we will make every effort to respond promptly to these requests.
I received a bill for a telephone call after-hours. Why?
It is important for patients to not wait until the office closes or the weekend to ask for help for an issue that can be addressed during regular hours and for problems that are not considered medically urgent.
When you call our number after-hours the message does say "we reserve the right to bill $25 for non-urgent calls." The provider will determine if the call is appropriate or not and bill accordingly.
Now that Women's Hospital has moved, the best course for non-urgent GYN issues is an urgent care. All GYN patients who show up at the Women's and Children's Center will be sent to the emergency room.
