New Patient Information & Policies
Using Insurance at CHSM
What Patients Should Know
3 Steps to Become a New Patient
1
Verify Your Insurance
Contact your insurance provider and confirm that CHSM is in your network before scheduling.
2
Review Our Policies
Read through our practice policies outlined below so you know what to expect.
At CHSM, we deeply value every patient who walks through our doors. While our practice is built around Direct Primary Care (DPC) and Concierge Medicine—the two models that allow us to provide the most personalized, unhurried, relationship‑centered care—we are also happy to care for patients who wish to use their traditional insurance benefits.
To help you understand what to expect and how our practice works, we’ve outlined some important information below. Our goal is to keep your experience smooth, respectful, and aligned with the level of care we strive to provide.
Your Relationship With Us When Using Insurance
Our insured patients receive the same high‑quality clinical care as all our patients. However, insurance reimbursement models create certain limitations on visit length, number of concerns we can address, and how we structure your appointment time.
If you ever feel you’d like longer visits, same‑day access, extended messaging, or more comprehensive care, we would be happy to talk with you about upgrading to Direct Primary Care or Concierge Care.
What to Expect as an Insurance‑Based Patient
Please review the following policies before your first visit.
- Annual Physicals Are Required
We ask all patients using insurance to keep up with their yearly wellness exam, as this visit ensures we stay aligned with preventive care guidelines.
- Please Arrive 10 Minutes Early
Arriving a little early helps us keep the clinic running smoothly.
If you arrive late, we may need to reschedule your appointment, and a missed appointment fee may apply.
- Respectful Communication Is Essential
We maintain a zero‑tolerance policy for verbal abuse, disrespect, or hostility toward staff or providers.
We are here to help—and we expect all interactions to reflect mutual respect.
- Prescription Refill Policy (72‑Hour Notice)
Please request medication refills at least 72 hours in advance. If you need refills sooner, an appointment may be required.
Controlled medications follow these rules:
- We do not routinely prescribe opioid medications.
- All other controlled substances require an in‑person visit every 90 days for renewal.
- Visit Length & Number of Concerns
Insurance billing limits the time we can spend addressing multiple concerns in one visit. We will address as much as we can during your scheduled appointment, but:
- If additional concerns arise,
- Or if the visit exceeds the insurance‑allowed time,
we will ask you to schedule a separate appointment so we can give each issue proper attention.
- Billing & Coverage Questions
We are happy to help with billing or coding questions, but please understand:
- Each insurance plan is different
- Coverage, deductibles, and copays are determined by your insurance company, not by CHSM
We encourage you to review your benefits so there are no surprises.
- Messages & Phone Calls
We return phone calls and portal messages within 24 hours. Anything requiring urgent attention will need a same‑day appointment.
- Missed Appointment Policy
We charge a no‑show fee for missed appointments. This is outlined in your new‑patient consent and helps us protect appointment availability for all patients.
- Payments
All balances, copays, and charges are due at the time of service.
Want More Access, Convenience, and Time With Your Provider?
Our Direct Primary Care (DPC) and Concierge options offer:
- Longer, unhurried visits
- Same‑day or next‑day access
- Direct communication with your provider
- No surprise billing
- A deeper, more personalized doctor‑patient relationship
If you’re curious whether one of these models is right for you, we’d love to talk through your options.
We're Honored to Care for You
Whether you choose to use insurance or enroll in one of our membership‑based care options, our goal is always the same:
To provide compassionate, thoughtful, patient-centered medical care.