FAQ

What is family medicine?

Family medicine is a medical specialty providing continuing, comprehensive health care for individuals and families of all ages, from newborns to seniors.

Do I have to be part of a family to visit your clinic?

While we care for entire families, individual patients of any age or background are welcome to receive primary care with us.

What ages do you treat?

We see patients across the entire lifespan, including newborns, children, teens, adults, and geriatric patients

What services do you offer?

We provide annual physicals, preventive wellness exams, immunizations, chronic disease management (such as diabetes and high blood pressure), varying procedures (such as skin tag, wart, or cyst removal, ear washes, EKGs, etc.), women’s health exams, hormone therapy, and minor acute care. We also provide cosmetic services such as tightening of skin, laser hair removal, microneedling, Botox and Juvéderm, etc.

How do I schedule an appointment?

You can choose from one of the following options to book an appointment:

Call our office and speak to our front desk staff at (432) 332-5200, selecting Option 2.

Please go to the REQUEST AN APPOINTMENT button on any page within www.moodymedicine.com, fill out the form with a good call-back phone number, and we will call you to schedule.

Once you are an established patient, you can go to our Patient Portal and request an appointment from there.

What do I need to do if I need to cancel or reschedule my appointment?

If you need to cancel your appointment, we ask that you give us at least 24 hours’ notice.

This can be done in multiple ways:

1. Call us at (432) 332-5200
2. Cancel via one of the digital reminders sent – via Text or Email

We do understand that emergencies happen from time to time so will take that into consideration with certain circumstances.

If you need to reschedule your appointment, we ask that you call our office at (432) 332-5200 and speak with our receptionist.

What is your no-show policy?

Effective in 2024, any patient who fails to show or cancels/reschedules an appointment and has not contacted our office with at least 24 hours’ notice will be considered a NO SHOW and will be charged a $25.00 fee. This fee is charged to the patient, not the insurance agency.

Please note that if you are a Medicaid patient, you will not be charged the $25.00 fee – however, you will be subject to a “3 No-Show Rule” stating that 3 No-Shows may result in the decision for Moody Medicine to no longer be your provider.

What should I bring on my first visit?

Please bring a photo ID, your current health insurance card, a list of your current medications, and any relevant past medical records.

We ask if you please call your insurance company to determine whether we are listed as providers. Failure to do so could lead to issues with insurance verification and your appointment to potentially be rescheduled.

Please note that as a new patient, you will be required to fill out our New Patient Packet so please arrive to our clinic 10-15 minutes prior to your scheduled appointment time.

What is your Walk-In Policy?

Moody Medicine is happy to offer Walk-In visits for patients who are sick and need to be seen for an acute illness.

Walk-In visits are not intended for routine or non-urgent services such as physicals, paperwork, prior authorizations, medication-related administrative requests, or other services that require a scheduled appointment. For these needs, please contact our office to schedule an appointment.

What should I expect as a Walk-In Patient?

Because we also have patients with scheduled appointments, those patients may be seen before Walk-In patients. We’ll always do our best to see you as quickly as possible, but please be prepared for a possible wait.

What are the Walk-In Hours?

Morning Walk-Ins are accepted from 8:45–9:15 AM and afternoon Walk-Ins from 1:45–2:15 PM, or until we reach capacity, whichever comes first.

Once either limit has been reached, we are unable to accept additional Walk-In patients for that session. As a result, our front desk team will be happy to check for a same-day appointment, if available, or help schedule you for another day.

What if I need a Prior Authorization?

Some medications, procedures, or services require approval from your insurance company before they will provide coverage.

If you have been notified that a Prior Authorization is needed, please contact our Referral/Pre-Authorization Coordinator by calling our office and selecting Option 5.

Our team will work to provide the information requested by your insurance company as promptly as possible. However, processing times vary depending on the insurance plan, the information requested, and how quickly the insurance company responds.

Please remember that approval or denial of a Prior Authorization is determined by your insurance company, not Moody Medicine.

What if I need a Referral or Specialist?

If you need a referral to a specialist, you will generally need to be evaluated by one of our providers first. This allows your provider to determine the appropriate specialty and provide the medical information needed for your referral.

Once your provider places the referral, it will be sent to our Referral/Pre-Authorization Coordinator, who will coordinate the next steps with the appropriate specialist and your insurance company, when required.

Our Referral Coordinator will notify you once the referral has been processed and sent to the appropriate office.

Please remember that a referral from your provider does not necessarily mean your insurance company will cover the specialist or service. We encourage patients to confirm coverage and network participation directly with their insurance plan.

What if I need a Prescription Refill?

Prescription refill requests may be submitted by calling our office and selecting Option 4 or through the Patient Portal.

Please note the following:

Please allow up to 72 hours for refill requests to be reviewed and processed. We encourage you to check your medication supply ahead of time and request refills before you run out.

All refill requests are subject to provider approval. Depending on the medication, your medical history, and how long it has been since your last visit, your provider may require a follow-up appointment before a prescription can be renewed.

Certain medications require more frequent follow-up appointments due to prescribing requirements and the need for appropriate medical monitoring. If an appointment is required before your medication can be refilled, our team will let you know.

Additionally, if you have not been seen by one of our providers within the past year, an office visit will be required before additional refills can be authorized.

These requirements help us prescribe medications safely and ensure that your treatment continues to be appropriate for your current health needs.

What if I need results from my lab work?

Moody Medicine sends all lab work to a partnered third party for results. Results can take up to 7 business days to return depending on certain test requirements.

Once bloodwork results have been received, one of our providers will review and provide notes in your chart regarding diagnosis and next steps.

One of our nurses will then call you with your results and any actions the provider would like you to take.

Should you need to check on the status of your lab work results, please call our office at (432) 332-5200 and selection Option 6 to speak to a nurse.

As our nurses are usually helping other patients throughout the day, you may need to leave a message, and they will get back to you. Please be sure to leave your name, birth date, and a good phone number to reach you.

What form of payment do you take?

Moody Medicine accepts several forms of payment including:

• Cash
• Valid Check
• Major Credit and Debit Cards
• CareCredit
• Cherry

What will I be required to pay at my visit?

If you are using insurance:

Any applicable copay and other amounts known to be your responsibility are due at the time of service. Depending on your insurance plan, you may receive an additional bill after your claim has been processed by your insurance company.

If you are a self-pay patient:

Payment for your office visit is due at the time of service. Additional services provided during your visit, such as injections, laboratory testing, or procedures, may result in additional charges.

If you have questions about anticipated costs before receiving a service, please ask our team. We are happy to help you understand the charges we can reasonably anticipate.

Why do I have a balance?

• Having health insurance does not always mean that your insurance company will pay the full cost of your care.
• After your claim is processed, your insurance company may assign a portion of the cost to you based on the terms of your individual plan. This may include a deductible, copay, coinsurance, non-covered service, or other patient responsibility. Because every insurance plan is different, the amount owed may vary from visit to visit.
• Balances may also result from other charges to your account, such as an applicable No-Show fee.
• When a balance is due, Moody Medicine may send billing notifications electronically, including by text message or email.

Why did my insurance say a service was covered, but I still received a bill?

1. When an insurance company says that a service is “covered,” it does not necessarily mean that the service will be paid for in full. Instead, it generally means that the service is eligible for benefits under your insurance plan.
2. Depending on your specific plan, you may still be responsible for a portion of the cost through your deductible, copay, coinsurance, or other cost-sharing requirements.
3. Your insurance company determines how your benefits are applied when they process the claim. If you have questions about why a particular amount was assigned to you, we encourage you to review your Explanation of Benefits (EOB) or contact your insurance company directly.
4. Our team is also happy to help explain the charges from Moody Medicine and the information we receive from your insurance company.

Can you tell me exactly what my visit will cost before I am seen?

1. For self-pay patients, we can provide information about our standard office visit charges. However, the final cost of your visit may depend on the services you receive, such as laboratory testing, injections, medications, or procedures.
2. For patients using health insurance, it is often not possible for our office to determine your exact out-of-pocket cost before your claim is processed. Your responsibility depends on your individual insurance plan, including factors such as your deductible, copay, coinsurance, covered services, and current benefit status.
3. We are happy to provide information about our charges when available, but your insurance company is the best source for questions regarding your specific benefits and coverage. We encourage patients to contact their insurance company before their visit if they have questions about their individual benefits or anticipated out-of-pocket responsibility.

How can I pay my balance?

For your convenience, payments can be made:

• In person at our Moody Medicine clinic
• Through our secure Patient Portal
• By calling our office and selection Option 3
• By mail to our office address

If you have questions regarding the balance on your account, please contact our office. Our team can help explain the charges from Moody Medicine and the information provided to us by your insurance company.