I. PURPOSE
This policy provides reference and procedural guidelines for the management of patient visits (medical encounters), patient communication, and financial practices of the Department of Family Medicine’s Family Health Center at New York Medical College (“NYMC”). The Family Health Center’s mission statement is to provide comprehensive, outpatient, and preventive care for patients of all ages.
II. POLICY
A. Payment is due at the time of service. Uninsured patients or patients with insurance plans that are not accepted at the Family Health Center are expected to pay in full for all services. In the event of financial difficulty, the Family Health Center will offer payment plans to patients. Payment plans have a maximum timeframe of six (6) months to complete full repayment of the charges from the date of service.
B. The fee for printed medical records is $0.15 per page, due at the time of the request.
C. A fee of $50 will be assessed for no-shows. Four or more no-shows in any 12-month period may result in a patient being discharged from the Family Health Center.
D. Self-Pay patients have a set fee schedule, which is available for review by patients at the Family Health Center.
E. Patients should call the Family Health Center for urgent matters. In the event of an emergency, they should proceed to the nearest emergency room. The patient portal may be used for non-urgent communication that is brief and not related to a new onset medical condition or new requests for referrals or treatment.
F. Text messages and automated voice messages are utilized for appointment reminders and billing notices. Patients may opt out of either form of communication.
G. Patient information may not be sent through email, and must be sent via the patient portal, fax, or mail.
H. Foul language, disruptive behavior, and threats are not tolerated at the Family Health Center or in the patient portal. Any such inappropriate behavior may lead to dismissal from the Family Health Center.
I. Support animals are not allowed on the premises unless they are service animals.
J. To ensure patient privacy, all medical and financial records are maintained in a secure environment with access restricted to authorized personnel and medical providers.
III. SCOPE
This policy applies to anyone receiving medical services at the Family Health Center at NYMC.
IV. DEFINITIONS
A. Patient: Third-party users of health services provided by the Family Health Center. Users of health services may include students, faculty, and staff.
B. No-show: When a patient does not show up for their scheduled appointment or cancels their appointment less than 24 hours in advance.
C. Self-Pay: When a patient receives care that is not billed to their health insurance, or when a patient who is uninsured receives care. Included in this definition are patients with health insurance plans that the Family Health Center does not accept.
D. Patient Portal: An online platform through the electronic medical record system that provides a means of communicating between patients and the Family Health Center.
E. Service Animal: The Americans with Disabilities Act (ADA) defines a service animal as any dog that is individually trained to do work or perform tasks for the benefit of an individual with a disability, including a physical, sensory, psychiatric, intellectual, or other mental disability.
V. PROCEDURES
A. Upon check-in on the date of service, health insurance information is verified, and any required co-pay is collected before the patient is roomed. In the event of additional procedures that require payment, the patient will be informed in advance. Payment plans may be set up by the office staff or medical billing company. Payment plans have a maximum timeframe of six (6) months to complete full repayment of the charges from the date of service. Any patient responsibility not collected on the date of service will be billed through Elation Billing/Zoo Health. Patients with an outstanding balance will be asked to pay at their next appointment.
B. The Family Health Center will require all patients to read, review, and acknowledge the Patient Policies Agreement.
C. Requests for payment for medical records and no-shows will be sent electronically to the patient.
D. The Family Health Center’s phones are answered during business hours. Messages left are checked at least daily when the health center is open. Patient Portal messages can take up to 3-5 days for a response. Doctors are expected to review their messages at least twice a week, and medical assistants are expected to review portal messages daily.
E. The electronic medical record has been set up to send automated reminders for appointments and billing. Patients may opt out of either form of communication. Patients who wish to opt out of this communication need to notify the office.
F. In cases of threatening or disruptive behavior, the Medical Director will be notified. Possible outcomes include a verbal or written warning to the patient, up to and including dismissal from the Family Health Center. Patients who display threatening or disruptive behavior may be barred from entering New York Medical College-owned or operated facilities. A flag in the patient’s medical record will identify any patient who is discharged, and Public Safety will have a list of any patient who is not allowed on campus.
G. Any patient who brings an animal into the Family Health Center will be asked to leave unless the animal is a Service Animal.
VI. EFFECTIVE DATE
This policy is effective immediately.
VII. POLICY MANAGEMENT
Executive Stakeholder: Medical Director of the Family Health Center at NYMC
Oversight Office: School of Medicine, Dean’s Office
