Office Policies

LAB AND TEST RESULTS: Our policy is to call all patients with their lab and/or test results regardless of outcome. However, you are ultimately responsible for your own healthcare. Unfortunately, we are not able to track when or if an individual patient has tests done. And, while the testing facilities make every effort to forward a copy of your test results to your doctor, we do not always receive them. Therefore, if you have had labs or tests done and do not receive a call from Southside Family Medical Group within one week of having lab/tests performed, you are responsible for contacting our office to determine your test results. The laboratory responsible for processing has advised it takes a minimum of 24 hours to process upon receiving the sample. Once results are obtained, it takes another minimum of 24 hours for the physician to review the results and make recommendation if needed. Please allow our office a minimum of 72 hours to obtain and review results.

FINANCIAL RESPONSIBILITY: You are responsible for the charges not directly paid by your insurance company. If you receive a bill from Southside Family Medical Group, your insurance has responded and not paid at least a portion of the charges. If you have questions regarding coverage, please call your insurance company first. Our billing department is also available to help, but has limited information.

INSURANCE: Insurance is a contract between you and your insurance company. We are NOT a party to this contract. We will bill your insurance companies as a courtesy to you. If your insurance company delays payment or refuses to pay, you are responsible for the FULL AMOUNT due. If/when your insurance company does pay, we will promptly refund any money owed to you.

We receive an EOB (Explanation of Benefits”) for each encounter. You will receive this same information directly from your insurance company. If you notice they have not paid and you do not understand why, please call them immediately. Your insurance company may delay or deny payment if they believe other insurance is in force or you have “pre-existing” conditions. Any balance not paid by your insurance company becomes the patients responsibility.

SECONDARY INSURANCE: Southside Family Medical Group bills secondary insurances. Please notify our front staff which insurance company is primary.

CO-PAY: Your insurance company requires co-payments to be paid at the time of service. This is an insurance requirement. If Southside Family Medical Group must bill you for the co-pay, a $15 fee will be applied. Payment may be in the form of cash, check, VISA, Mastercard, or Discover.

MONTHLY STATEMENT: If you have a balance on your account that is no longer pending with an insurance company, we will send you a Patient Statement. It will detail your balance due. Payment is expected within 15 days. IF YOU HAVE ANY QUESTIONS ABOUT YOUR BILL, PLEASE CALL THE OFFICE.

DIVORCE: In the case of divorce or separation, the party responsible for the account prior to the divorce or separation remains responsible for the account. After divorce or separation, the parent authorizing treatment for a child will be the parent responsible for those subsequent charges. If the divorce decree requires the other parent to pay all or part of the treatment costs, it is the authorizing parent’s responsibility to collect from the other parent.

PAST DUE ACCOUNTS: After we have made reasonable attempts to collect on a past due account, we may turn any uncollected balance over to a collection agency. You will be responsible for any collection costs which are incurred. In addition, if the collection agency decides to litigate, the fact that you received treatment in our office may become a matter of public record. Southside Family Medical Group is willing to set up payment arrangements with patients suffering from financial hardship. If a payment arrangement is made, you must comply strictly with the arrangements you have made with the billing department. Failure to do so will result in termination from the practice.

WORKERS COMPENSATION: We are not contracted for Workers Compensation Claims. You are responsible for payment in full at the time of service. We will provide you with the necessary receipts to turn in to your employer

MOTOR VEHICLE ACCIDENTS (MVAs): Because MVAs are not covered by Health Insurance, and because we are not a party to your auto insurance contract, you (the patient) are expected to pay for the mva related visit in full at the time of service. You can turn your receipt into your auto insurance agent for reimbursement.

SPECIAL FEES: We reserve the right to charge for the following services:

  • Disability, FMLA & Miscellaneous forms
  • MVA reports
  • Copying medical records
  • Rebilling Fee
  • Returned Checks
  • Missed Appointments