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FREQUENTLY ASKED QUESTIONS

Here’s a list of the most frequent questions we receive from our patients.

  • What do I need to bring to my appointment?
  • Why do you need to see my insurance card?
  • What are your Office Hours?
  • What does the term PCP mean?
  • What conditions do PCP Providers treat?
  • What should I do if your office is closed and I need medical care?
  • What ages does your practice treat?
  • What is your Cancellation / Missed Appointment Policy?
  • What are your billing requirements?
  • Will my insurance pay for whole visit?
  • Can I have my Co-pay Billed?
  • What Insurances are accepted at your practice?
  • What should I do if I have a question about my bill?
  • What if I need my prescription refilled before my next office visit?
  • What are the benefits of having a Primary Care Provider?
  • Can I walk into my PCP’s office or do I always need to schedule an appointment?
  • Can I be treated for “Urgent Care” at your office?
What do I need to bring to my appointment?
  • Photo ID
  • Current Insurance Card(s)
  • Prescription Card(s)
  • All Medications (In their original bottles)
  • Copayments / Deductible (If required)
  • Test results / Films / Medical Records requested by us
  • Past Medical Records you feel are applicable to your health
Why do you need to see my insurance card?

Your insurance card provides an incredible amount of information needed for billing purposes; such as your membership number, effective date, group number, billing address, type of plan, copay amounts and often much more.  Once we have the information in our system, we need to review your insurance card in subsequent visits to ensure that our information is current and verify that there have been no changes in your insurance plan.  This prevents a lot of billing confusion, and limits the chances that we send you a bill because of incorrect insurance information.

What are your Office Hours?
  • Monday: 1:00pm – 5:00pm
  • Tuesday: 8:00am – 5:00pm (Closed from 12:00-1:00 for lunch)
  • Wednesday: 8:00am – 5:00pm (Closed from 12:00-1:00 for lunch)
  • Thursday: 8:00am – 5:00pm (Closed from 12:00-1:00 for lunch)
  • Friday: 8:00am – 5:00pm (Closed from 12:00-1:00 for lunch)
What does the term PCP mean?

Your Primary Care Provider (PCP) is a provider who specializes in family Medicine.  In addition to providing routine medical care, your primary care doctor also helps to identify potential health problems and promote your overall wellness.

What conditions do PCP Providers treat?
  • It’s helpful to think of your PCP as the “conductor” who orchestrates your entire medical care, from the simplest to the most complex. He or she will maintain your full medical history in order to provide you with the best care possible.  If you need advanced care, your PCP is your link to medical specialist, advanced services, and treatments.
  • Because early diagnosis and treatment usually leads to better outcomes and recovery, your PCP will recommend screenings such as annual physical exams, pap tests, breast exams, mammograms, prostate screenings, colonoscopies, and others.
What should I do if your office is closed and I need medical care?

If you are experiencing what you believe is a medical emergency, please call 9-1-1 or go to your closest Emergency Department.

What ages does your practice treat?

We treat patients ages 3 and up.

What is your Cancellation / Missed Appointment Policy?
  • If you must cancel your appointment, we’ll be more than happy to reschedule at a more convenient time. We ask that you give us a 24 hour notice in order to provide an opportunity for another patient to be seen.
  • A missed appointment is defined as a patient’s failure to cancel a scheduled appointment at least 24 hours in advance.
    • It is important to remember that when an appointment is missed, that time slot could have been used to serve another patient.
    • If you fail to show up for a New Patient appointment, you’ll be charged a $50.00 no show fee.
    • If you fail to show up for a Follow up appointment, you’ll be charged a $25.00 no show fee.
What are your billing requirements?

Patients must pay any co-payment / Deductible at the time of their visit. Patients are responsible to pay any amounts, such as Deductibles,

Co-Payments, Co-Insurance that their insurance company designates is their responsibility.

Will my insurance pay for whole visit?

It is vital for you to understand exactly what your health care insurance policy will provide. You are responsible to pay any required co-payments, co-insurance, or deductibles.  Your insurance company dictates whether you should be billed for any unpaid balances.  Not all health care plans offer the same benefits.  There may be services that are not covered because the insurance company may consider them routine, preventive or unnecessary.  Even within the same insurance company, the plans differ depending on the contract your employer negotiated.  Providing quality care is our primary concern, and we are more than willing to provide that care within your insurance contract guidelines.  However, as those guidelines differ from one policy to another, it is your responsibility to know your coverage based on your insurance plan.

Can I have my Co-pay Billed?

Like most medical practices, we require that you pay for co-pay, co-insurance, and Deductible at the time of your appointment. It is also the expectation, and often the requirement of your insurance company to do so at the time of service.  The purpose of the co-pay, co-insurance, and/ or deductible is to off-set the cost of your insurance premiums.  Please do not expect or ask us to “bill” you since the cost of sending a statement is often as much as the actual co-payment amount.

What Insurances are accepted at your practice?
  • Aetna
  • Blue Cross Blue Shield
  • Cigna
  • LDI / Sheriff’s Office
  • Tricare (Standard ONLY)
  • UMR
  • Workers’ Compensation
  • Auto
What should I do if I have a question about my bill?

All Collection questions should be directed to:

  • Freedom Health & Wellness of Lake City
  • Misty D. Herndon, Practice Administrator
  • PH: 386-438-5722
  • Or use the Contact Us page

All billing questions should be directed to:

Accelerated Billing Solutions, LLC

Joe Sampson

PH:  386-361-8501

Email:  joe@acceleratedbillingsolution.com

Nancy Martin

PH:  386-361-8501

Email:  nancy@acceleratedbillingsolution.com

Helpful tips when calling the billing or collections department:

  • Please have your account number ready when calling – it can be found in the upper right-hand corner of your statement.
  • Have your updated insurance cards accessible to verify your insurance information.
  • If you’re calling to make a payment, have your credit card information ready.
  • Please contact your insurance company first if you are disputing your copay and/or deductibles.
  • If you are calling on behalf of a patient, please be advised that the staff will not be able to provide information to you if the patient does not have a signed HIPAA release form on file.
What if I need my prescription refilled before my next office visit?

It is our policy to refill routine prescriptions during scheduled office visits. Please have your pharmacy send over a refill request.  You may be due for a follow-up appointment if refills are needed.

What are the benefits of having a Primary Care Provider?
  • Having a Primary Care Provider you see regularly is key to your overall health. Through regular visits, your PCP gets to know you, your family history, and your lifestyle.  You can develop a trusting relationship with your PCP that allows you to talk honestly and openly about your health concerns.
  • Your PCP helps you stay healthy by providing regular checkups, preventative health care screenings. Your PCP can help you successfully manage life-threating and “silent” medical conditions, such as high blood pressure, cancer, and diabetes.  Your PCP also can connect you to highly-trained medical specialist when you need advanced or specialized care.  When your care includes treatment from numerous health care specialists, your PCP can ensure you receive the best possible care.
Can I walk into my PCP’s office or do I always need to schedule an appointment?

Walk-in appoints are always welcome, however, if you do not have an appointment you will have to wait behind the patients that do have a scheduled appointment.

Can I be treated for “Urgent Care” at your office?
  • It is advisable to seek care from your PCP whenever possible. Your PCP know your and your health history, which is valuable information.
  • During regular business hours we can treat you for Urgent Care visits.
  • Urgent Care facilities can be a resource when you can not see your PCP for an urgent medical condition or when your PCP’s office is closed. It is important to advise your PCP whenever you do receive Urgent Care or Emergency Care treatment so the information can be included in your medical records.

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