P (919) 791-2900

F (919) 845-2568

Practice Policies

We offer scheduled appointments between 8:00 am and 4:30 pm Monday through Thursday and 8:00 am and 11:30 am on Friday. We do not provide walk-in care. Telephones hours are 8-11:45 am Monday through Friday and 1-4:45 pm Monday through Thursday.

If you are experiencing a medical emergency, please go to the nearest emergency facility.

We have a provider on-call after hours and on weekends/holidays that can be contacted for urgent medical advice only that cannot wait until normal business hours. The on-call provider can be reached by calling our regular office phone number: 791-2900 and following the auto attendant prompts. Note that we do not refill prescriptions or cancel/schedule appointments after hours.

We offer scheduled appointments from 8 am – 4:30 pm Monday thru Thursday and 8 – 11:30 am on Friday. All services are by appointment only. When scheduling your appointment, please be sure to inform us if you have multiple issues to discuss with the provider so that you are scheduled adequate time to address your issues. This will help the providers stay on schedule and will result in better care for you, as well as those patients waiting to be seen. Please bring your insurance card and photo ID to each appointment. All co-payments, co-insurance, and deductibles are expected at the time of service. Patients without insurance cards or insurance coverage will be responsible for payment in full at time of service.

It is our policy to reschedule all late arrivals. Please arrive 15 minutes prior to your appointment time to be considered on time for your appointment. This is necessary to help the providers stay on schedule and to be able to provide better care to those patients who arrived on time.

If you are unable to keep your scheduled appointment, please contact us at least 24 hours prior to your appointment time. Same day cancellations are considered no shows. Repeated cancellations and no shows may result in discharge from the practice. The fee for late cancellations/no shows is currently $75.00 (subject to increase), for a regular office visit (15 min) and $100 for physicals and extrended appointments (30 min).This fee, it is NOT payable by your insurance company and must be paid prior to scheduling any more appointments.

As a courtesy reminder, we attempt to contact each patient at least 2 days prior to the scheduled appointment. If we are unable to contact you, it does not relieve you of the responsibility of keeping the appointment that you scheduled. No show fee will apply regardless of whether or not you were contacted.

Ideally, you should obtain any prescription refills from your medical provider during a scheduled office visit to avoid potential delays in receiving your medications. However, if you need a refill between office visits, please contact your pharmacy. Our office utilizes ePrescribe and eFax so it is important to contact your pharmacy when you need a refill. Please do not call the office to inquire if we have received the request from your pharmacy as unnecessary calls delay the process. If you have any questions or concerns about your refills, or questions regarding your medications please contact the pharmacy. Office visits are required when requesting a new medication.

Refills for pain, anxiety, sleep and ADD/ADHD medications and mail order prescriptions must be processed manually. Please request these refills through the patient portal whenever possible. Allow 2-4 business days to process manual refills. These prescriptions can be picked up at the office or will be mailed to you upon request. If you use a mail order pharmacy, please do not wait until you have completely run out of medicine to request a refill. It could take 2 weeks or more for you to receive your medication.

With the multitude of insurance companies and sub plans for each, our staff cannot know the intricacies of each individual’s policy. In order to avoid billing errors and, in the event that you need a referral to a specialist, it is important that you know the requirements of your specific insurance plan as well as what your copay and deductibles are. Please be prepared to present your insurance card at each visit.

Some insurance companies require your primary care provider to coordinate your referrals to specialists. Your referrals are a very important part of your healthcare and we will complete your referral as quickly as possible. Unfortunately, the referral process is very time consuming and requires multiple phone calls to acquire prior authorization from your insurance company, as well as coordinating your appointment with the specialist. Please allow at least 10 days to process the referral before calling our office to check the status. Once we schedule a referral appointment on your behalf, it is your responsibility to contact the specialist and reschedule the appointment if you cannot keep the scheduled appointment.

When calling the office, please use the prompts from the auto attendant so that your call is routed to the correct person promptly.

We prefer to treat and diagnose our patients in the office with direct histories and physical exams. If you have a lengthy/complicated issue, new/changing symptoms, we ask that you schedule an appointment with one of our providers for proper evaluation. Our nurses are busy with patients in the office so we encourage you to communicate through the patient portal whenever possible. The portal is the most efficient way to contact your nurse/provider. However, we do recognize that on occasion, you may need to speak with your nurse. If so, please leave a message and your call will be returned as soon as possible. For calls received after 3 pm, it may be the next business day before you receive a call back.

To minimize insurance billing issues, insurance cards must be presented at each visit.

Self-Pay

Uninsured patients are expected to pay in full at the time of service. If you anticipate that you will be unable to pay for an upcoming appointment at the time of service, please contact the billing manager (919-791-2900 x 118) prior to the appointment. She can assist you with payment arrangements.

Copay/Coinsurance/Deductible

Co-pay amounts are a contract between the patient and the insurance carrier. Our contract with the insurance carrier requires that we collect co-pay amounts that the insurance carrier informs us is due for the type of service you are scheduled for (i.e. office visit, physical, etc.). If you anticipate that you will be unable to pay your copay for an upcoming appointment please contact the billing manger (919-791-2900 x 118) to make payment arrangements prior to your visit.

Patients are responsible for payment of co-insurances, deductibles, and any other non-covered billable services. Balances are due within 30 days from the date the statement is issued. If you are enrolled with a health plan with a deductible, a deposit will be required at check-in and will be applied to your balance for that day’s visit.

Laboratory Billing

Neuse Valley Internal Medicine is contracted with LabCorp for on-site laboratory services and you may receive a separate bill for laboratory services from LabCorp. If you receive a bill from Labcorp and have questions please call Labcorp’s billing office at 1-800-845-6167.

Additionally, it is your responsibility to know which laboratory company is in-network for your insurance carrier. Out-of-network services may increase your cost or result in denial of payment. If Labcorp is not in-network with your insurance carrier, please be sure to tell your provider so they can provide you with a paper requisition for the laboratory that is in-network for with insurance carrier.

Insurance questions/complaints

Any questions and/or complaints regarding your coverage should be directed to your insurance company. Our office will not enter into a dispute between a patient and an insurance carrier over a claim. We will be happy to assist whenever possible.

Past due balances

Your healthcare provider provides services when you need them and to ensure that we can continue to be here when you need us, we depend on patients to pay for services promptly. Balances are due within 30 days from the date the statement is issued. Accounts that become delinquent may result in suspension of routine care until the past due balance has been addressed. If you anticipate having problems paying your bill, please contact the billing manager (919-791- 2900 x 118) to make payment arrangements.

We offer several convenient ways to pay. We accept Visa, Mastercard, Discover,

Mastercard and American Express and payments can be made via:
Phone – 919-791-2900 x 118
Online through the portal

In person at our office
Credit Card on file for monthly payments
US Mail

Neuse Valley Internal Medicine is NCQA certified as a Patient Centered Medical Home. Our providers participate with most major insurance plans and the list below is not exhaustive. If your plan is not listed below, please check with us to ensure that we participate with your plan. If we do not participate with your plan and you choose to receive care with us, you will be financially responsible for any costs incurred.

Our practice remains closed to all new patients with Medicare and Medicare Advantage plans. If you are currently enrolled in Medicare or a Medicare Advantage plan OR if you are an established patient that becomes eligible for Medicare, we will continue to file your insurance claims.

We are not participating providers with Medicaid, Tricare and do not provide services for Worker’s Compensation injuries.

  • Aetna
  • BCBS
  • Cigna
  • First Health
  • Great West
  • Humana
  • Mamsi
  • Medcost
  • NC State Health Plan
  • United Healthcare
  • Wellpath/Coventry