We know your time is valuable which is why we do our best to see each patient in a timely manner whenever possible. Despite this, unexpected patient concerns can and do arise that require the doctor’s time and attention. Because our goal is to deliver the highest quality medical care, the additional attention sometimes needed, can put the doctor behind.
Having said this, we would truly appreciate your cooperation in telling us everything you want to be seen for when scheduling so we can accommodate your needs with an appropriate length appointment.
We will also try to contact you before your appointment time if we foresee our providers running more than 30 minutes behind schedule. Please provide us with your preferred number for us to contact you in this event. We also encourage you to call our office before you come in for your appointment if you are pressed for time to inquire if your doctor is running on time.
Because your health is a team effort, we thank you in advance for your cooperation and understanding.
We understand the challenge of juggling multiple commitments may cause one to forget and miss an appointment. This unfortunately causes considerable scheduling and time-allocation problems for us and also denies another patient timely access to our office.
Because we keep an active waiting list for patients, your courtesy in canceling early will allow us to accommodate their scheduling needs.
If you cannot keep an appointment, we kindly request you cancel with at least 1 business day prior notification.
Failure to cancel an appointment 1 business day before your scheduled appointment for Dr. Roberts, Sharon Lundy Glave or Haedy Klein may result in a $50 cancellation fee.
Repeated “no show” appointments may result in a discharge from our practice.
**Saturday Policy for Aesthetician New Patients
New patients who are scheduling for Saturday are required to pay a $75 deposit. This charge will be applied towards services rendered or refunded with a 24 hour advance cancellation notice.
**Product Return Policy
If you are dissatisfied with a product(s) purchased from our office, we will gladly exchange the product or apply a credit to your account provided it is within two weeks from the date of original purchase, subject to Dr. Roberts’ approval.
PLEASE NOTE: Products that are less than ¾ full will not be exchanged or credited for any reason.
ALSO NOTE: Biafine Emulsion, Latisse and vitamins are not returnable for any reason.
Our office requires payment in full at the time of your appointment. For your convenience in paying, our office accepts Master Card, Visa, American Express or cash. As a courtesy, we will be happy to submit your claim for covered non-cosmetic medical or surgical services to your insurance for reimbursement back to you.
We urge you to feel free to discuss any questions you may have regarding the above policy with our office.
If at any time you have concerns about the cost of a procedure, please discuss them with any member of our staff.
We will be happy to assist you.
Please be aware when calling our office for a “fast acne cyst injection only”, we do not schedule you for a regular appointment. We try to accommodate your schedule by fitting you in between our regularly scheduled patients. Because of this, our doctors allow only enough time for the injection itself. Should you have any other questions or need medication refills, you will need to schedule a regular appointment. We appreciate your cooperation in helping us to see our regularly scheduled patients on time.
**Insurance Claim Submission Policy
Currently, the providers in our office are not contracted providers for any private insurance companies. As a courtesy to our patients, we are happy to submit your claims for medical visits and medically necessary procedures directly to your insurance company for reimbursement to you.
Please note you will be reimbursed based on “out of network” benefits and in accordance with your plans allowables. As each insurance plan has their own “rules” we cannot predict how much your plan will pay. If you want to contact your insurance plan before any procedures or appointments in office, we may be able to provide you with the billing codes in advance (if we know what is being treated) so you can get an idea on the reimbursement.
In order submit a claim to your insurance for you, we will need current insurance information including the billing address and ID numbers with updates any time this information changes.
You will receive an Explanation of Benefits (EOB) from your insurance plan explaining how the claim was processed and the amount paid. Should your insurance plan deny your claim you will need to contact them directly for their explanation as our office does not receive a copy of the EOB. If after receiving your EOB, you still have questions, please feel free to call us. We will do our best to assist you.
If you do not receive an EOB from your insurance plan within 45 days of your appointment, call your insurance plan directly for status of your claim.