Frequently Asked Questions
1. What do I need to bring to my appointment?
Please bring a list of your current medications, allergies, past medical history, surgeries and your insurance cards. If you have had any testing or treatment pertaining to the problem for which we are seeing you, you will need to bring your medical records. Please remember this includes reports and/or films. If your insurance company requires a written or verbal referral, you will need to contact your Primary Care Physician so they can get that to our office prior to your appointment. If you are coming for a Workman's Compensation injury, we must have in our office, prior to your appointment, authorization from your adjuster or authorizing party from the worker's compensation insurance company. They will give us the appropriate insurance information along with your claim number.
2. How do I speak with my doctor or his assistant?
If you have a problem or question that does not require emergency care, please call our main office during the business hours of 8:00 am and 4:30 pm Monday through Friday, when your entire medical record is available. You may call our main office at (501) 321-2663 and enter the assistant's extension. If you do not know the extension, press zero '0' and the operator will transfer your call. If the doctor and his assistant are in clinic helping other patients, you may be transferred to the assistant's voicemail. If the doctor and his assistant are out of the office, you may be transferred to the Nurse Call Center and the first available assistant will return your call. In case of emergency contact the emergency room of your choice and ask to see one of our orthopedic surgeons.
3. When will my call be returned?
If your call is received before 2:00 pm, then you should get a return call the same business day. If you are calling after 2:00 pm, you can expect a return call the next business day in most circumstances. In some extreme circumstances, we will not be able to return you call until we have consulted with a physician and ask that you please allow 24-48 hours for a return call.
4. How do I get my prescription refilled?
Prescription refills are only filled during office hours when your complete medical record is available. You may press option '2' and leave your request, or you may have your pharmacy call or fax us the request. Please call early in the day, so your request can be processed in a timely manner. Calls received after 2:00 pm will not be reviewed for refill until the next business day. We do require 24 hours notice on all prescription refills, and in some cases it may take longer. Please plan ahead when your supply is low. We ask that if you are in need of a new prescription or samples that you also utilize the prescription request line. Please note that we do not keep narcotic samples in our office.
5. How do I get to Orthopedic Associates of Arkansas?
For specific directions using on-line maps, please refer to our Office Information page.
6. What are your office hours and how do I schedule an appointment?
Our main office at 208 McAuley Court is open from 8:00 am to 4:30 pm, Monday through Friday. We have one satellite office that is open by appointment only, located at 122 Cordoba Center Drive, Suite 122, in Hot Springs Village, Arkansas. Both of our offices are closed on weekends and traditional holidays. We do not except walk-ins and ask that you call our main office at (501) 321-2663, and choose option '1' to schedule an appointment. Our phones are answered 24 hours a day. If you have a medical emergency after hours, please contact the emergency room of your choice and request that you see one of our orthopedic surgeons.
7. Do you accept Medicare assignment?
Yes, we do accept assignment, which means Medicare pays our clinic directly; however, please remember Medicare only pays 80% of charges less $110 deductible, per calendar year, so if you do not have a supplemental insurance you could be responsible for the 20% balance.
8. If my insurance requires me to pay only a co-payment per visit, am I required to pay that at the time I come in for my appointment?
Yes. Our contract through your insurance company requires we always collect your co-payment at the time of each visit. This eliminates the need for our clinic to bill you for that co-pay.
9. If my insurance has a PPO or HMO network, how do I know if your clinic is in my network?
It's important that you know if you are going out of network. In some cases, benefits could be reduced, or there may be no benefits at all. There should be a toll free number on the back of your insurance card that allows you to call to verify our clinics' network status. Please be aware that your insurance company holds you responsible to stay in network. In addition, they expect you to understand that there may be consequences if you choose to seek medical care out of network.
10. How do I know if my insurance did not pay the entire bill?
Our clinic prints monthly statements the 10th of every month. Once we have heard from your insurance company, we will send you a statement. The statement will include any deductible, co-insurance or other balance remaining that will be your responsibility.
11. What if I need medical care by your clinic, but have no insurance?
At our clinic, the staff's ultimate goal is quality patient care. We do understand that unexpected medical problems come up and have made several options available to our patients for that reason. We accept credit cards, personal checks, and cash. Our Accounts Manager is available to meet with you prior to your appointment if other arrangements must be made. The Accounts Manager is Angie Stearns and you may reach her at (501) 321-2663 ext.103; she has been instructed to evaluate each patients needs.
12. What if my insurance plan is an HMO and I need a referral?
If you have an HMO plan, you must have either a verbal or written referral in place with your insurance company. Your insurance plan can refuse or delay payment without it. It is our clinic's policy to ask our patients with HMO insurance to secure a referral from the Primary Care Physician prior to the appointment. If we do not have one, we will ask that the patient secure a referral by calling their PCP listed through the insurance plan, and asking the PCP's office to send us a referral. We regret that we may ask you to reschedule your appointment until a referral can be secured.
13. What if I apply for Medicaid to cover my bills; am I still responsible for the bill?
Yes. Just because you apply for Medicaid doesn't mean you will receive it, our office will still require you to meet with our Accounts Manager.
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