Office Policies
Welcome to IMUA Orthopedics, Sports & Health! We are glad that you have chosen us to take care of your healthcare needs, and we look forward to partnering with you to realize your healthcare goals. Please review our Office and Financial Policies, and please contact us if you have any questions.
APPOINTMENTS – The office hours for each physician will vary, but every effort will be made to accommodate the date and time desired. Office visits are by appointment only. While every effort will be made to keep your wait time to a minimum, emergencies do occur and will be given priority. We will attempt to contact you as soon as possible to provide the option of rescheduling your appointment.
CANCELED APPOINTMENTS / NO SHOWS – If it is necessary to cancel your appointment, we kindly ask that you give us at least 24 hours notice so that we may accommodate other patients in need of our services. Please note that a $30.00 Cancellation/No Show fee will be billed to you (which is not payable by your insurance) for any missed appointments if proper notification has not been received by our office. Patients arriving more than 15 minutes after their scheduled appointment will be considered a “No Show.” Patients with three “No Shows” may face dismissal from our practice.
AFTER HOURS EMERGENCIES – If you are having a medical emergency, please call 911 immediately and go to your nearest emergency room. Our physicians can also be reached after hours through the Physicians Exchange at 808-524-2575.
PRESCRIPTION REFILLS – Please call our office during normal business hours to obtain medication refills. This will allow your physician to consult your medical record and make the best decision regarding your care. Prescriptions will be called in within 48 hours of request. Refills will not be handled after hours.
MEDICAL FORMS COMPLETION – A $10.00 – $25.00 fee will be charged for completion of insurance forms such as TDI, Life Insurance, or Flexible Spending forms (the charge is based upon the number of pages and complexity of the information requested). Payment is required at the time the forms are picked up.
REQUEST FOR COPIES OF MEDICAL RECORDS – If you are requesting a copy of your medical records for yourself or a third party, we require a signed authorization by the patient or their Legal Representative. This form may be faxed in to (808) 521-8127. Please allow ten (10) days’ notice. There may be a fee charged for this, and payment in full is required before the records can be released.
Financial Policies
IMUA Orthopedics, Sports & Health participates with most insurance plans. We will gladly file claims on your behalf, however, payment for any services that we provide will ultimately be your responsibility if not paid promptly by another party as the insurance contract is between you and your insurance company. It is your responsibility to understand the benefits and coverage of your plan, including those for physical examinations and laboratory tests that may be ordered on your behalf. The benefits paid by your plan are negotiated by your employer, and thus not all services are automatically covered. We encourage you to be familiar with your plan benefits and contact your insurance carrier if you have any questions. You will be required to complete an Injury/Illness form stating that your injury is NOT the result of a third party’s liability.
HMO / MANAGED CARE PLAN REFERRALS – Some insurance plans require that you obtain a referral from your primary care provider in order for your visit to be covered. Failure to obtain the necessary referrals may lead to your visit being denied, and as a result, your having to be responsible for the entire balance. If you arrive for your appointment without a referral, we reserve the right to reschedule your appointment.
WORKERS’ COMPENSATION – If your injury is a result of a work-related injury, we must have approval from your adjuster prior to your visit. Failure to properly report the injury to your employer/insurance carrier may result in your claim being denied and the balance being your responsibility.
PAYMENT AT TIME OF SERVICE – We ask that you remit payment for any applicable co-payments, deductibles, or co-insurance amounts at the time of service. Once your insurance carrier has processed your claim, any outstanding balance not collected at the time of service will be billed to you.
If you do not have any insurance coverage, we do not participate with your insurance carrier, or if there is a question of whether or not your insurance carrier will cover your visit, we require payment in full at the time of service. In the event that your insurance carrier does make payment, you will be refunded your payment less any balance due.
If you do have an outstanding balance due, we would appreciate your prompt payment in full. In the event that you are unable to make payment in full, please call our business office at (808) 521-8170 and we will be happy to arrange a payment plan for you.
DELINQUENT ACCOUNTS – If multiple attempts to collect payment from you are unsuccessful, we reserve the right to turn your balance over to a collection agency. In addition to the balance due, you will also be responsible for any legal or collection agency fees due.
RETURNED CHECKS – A $20.00 fee will be assessed for each check returned for insufficient funds.