Just a note from our medical assistants/ office staff....  

Related image

Hello! Thank you so much for choosing Cross Keys Pediatrics and Family! It is our pleasure to provide you with top customer service, convenience and low fees. We wanted to give you a few quick tips to ease the administrative side of your visit!

 

  • We start answering phones in the main office at 8:00 am. Please be patient, we will give every call the same quality time. *Please always leave a message in case you do not get through, and we will call you back ASAP. If your child is sick and needs to be seen that day please call back to make sure you get booked. It is highly suggested in urgent circumstances to also email crosskeyspeds@live.com and one of the medical assistant office staff will get back to you ASAP. 
  • Phones are ALWAYS ON during lunch (12 noon to 1 pm) to accommodate patients/parents who need to call at that time. The medical office/staff take turns answering phones during lunch hour.
  • Voicemails are checked in the morning, at lunch, and at the end of the day. Emails are checked throughout the day, and occasionally after hours.
  • Please follow the directions on the main office line 410-323-1144 after hours, for the after hours on call medical provider phone number. We are always available to help at all times of the day.
  • We do our very best to add every sick child into our schedule and have enough medical provider staff present each day to allow this. While it is our goal to accommodate your specific time, it may not always be possible. 
  • If you need to be seen at a specific time or day, and are having issues with the medical assistant staff adding you in, please ask to speak to the office manager.
  • Please bring your updated insurance card(s) to visits and ensure patient is on the insurance card before scheduling a visit. Also, bring any medical records or consult notes we don't have on file.
  • Physicians, nurse practitioners, and physician assistants, may only be consulted over the phone during daytime hours when patients are being seen in appointments, for life threatening urgent questions/issues that require the physicians judgment whether an appointment is needed or the child needs to go to the emergency department. 
  • In most circumstances an appointment is always needed with a provider in order to obtain a current physical exam done by the Dr., and review the medical history, to have a proper and best treatment plan. 
  • Please arrive 15 minutes early for your appointment and remember to bring all updated insurance and demographic (phone number and address), and credit card information to each visit. 
  • In the unlikely event that you are kept waiting more then 20 minutes for your appointment (can be due to accidental double bookings, other patients running late due to weather,  complex patient prior to your turn requiring more time), please let the front medical office staff know or that you want to speak to the office manager and then we will work to get you in to start the visit ASAP.
  • A credit card may be put on file as well, as a substitute payment method to the insurance card, in the event your insurance does not pay the entire visit, due to inactive insurance, non-covered service, or deductible or copay required by the insurance.
  • We charge a small tax deductible medical administration fee, per year every June of $50 total per child (max $200 per family), in order to compensate for medical assistant office staff and medical provider time. This fee is waived for Medicaid patients, uninsured patients, and for those with an approved financial hardship application letter on file. (please click link below if you feel you may qualify or need to request an exemption)
  • resources/Policies/Cross%20Keys%20Pediatrics%20Financial%20Hardship%20Application%20for%20Temporary%20Yearly%20Administration%20Fee%20Reduction%20or%20Exemption.rtf
  • This one time yearly service fee allows us to conveniently provide many unlimited services and conveniences, without needing to  charge and collect prompt payment individually before each service is provided. These services are not covered by insurance plans, and the fee is similar to a copay or deductible, for services not paid by insurance. It should be noted that many other practices charge significantly higher yearly total fees for these services and conveniences that are often utilized, including additional fees for late payments or for prompt service, and they do not have any exemption policies. We strive to offer a friendly practice with top customer service and convenience, and the lowest fees possible. 
  • These services include: unlimited urgent after hours or daytime hour calls; prescription scripts needed after hours in an urgent situation when a physical exam is not required (e.g. asthma medication or epipen refill); physician letters; appointment cancellations, rebookings, and no shows; medical record requests from specialists; prior authorizations, and referrals. Also, it covers return of forms by email, fax, or mail.
  • Please allow our providers at least 48 business hours to complete forms/letters when they are needed in a rush. If it is not specified the time needed, please allow 7 to 21 days to complete. In general the best way to have forms completed promptly is to schedule a visit with a provider for a wellness, health issue, or sick visit, so they can be done on the spot and returned in that same appointment. In these instances there is no charge for forms, as an appointment can be billed through to the insurance, and we consider it as part of the visit.
  • Please bring your forms to visits so the provider can do them at a visit. If sent out of a visit, or child does not come often to the practice, in some cases a visit will need to be made to get a current physical exam and current medication history.
  • Please try your best to schedule your childs' well checks/annual physicals before school forms need to be completed. 
  • School / daycare /camp/ and sport forms require booking an appointment with a medical provider for a physical. If timed with the annual wellcheck appointment  or brought to an appointment with a health or sick issue, there is no charge and the wellcheck/ health/ sick appointment is billed through the insurance. 
  • Medication forms require booking an appointment to discuss the child's medication, where scripts are often needed as part of the care, and there is usually no charge if billed through insurance. 
  • Appointments should generally have only one issue dealt with by a provider due to insurance reimbursement / time limitations allowed by insurance, eg well check, or 1 sick visit / health medical related issue (e.g strep throat). In the event more then one issue is brought up, the most urgent issue will be handled, and the patient will need to schedule a separate appointment with a provider on a different day for each sick visit/ health medical related issue.
  • Lab results in abnormal cases where there are chronic medical conditions that are diagnosed (e.g. diabetes, high cholesterol, hypothyroidism) will require a follow up appointment to discuss a treatment plan
  • Kindly allow us at least 24 to 48 hours notice for any referral needed.
  • Medication follow-ups/ refills
  • ADHD medication follow up / refill appointments are scheduled every 3 months so we can ensure your child is on the correct dose and is tolerating the medicine well.  For college students, these can be stretched out to every 6 months.
  • Medication follow up appointments / refills are also required for chronic medications every 3 months.
  • Please cooperate with the office staff and policies as best as possible. In the unlikely event that you disagree or are not satisfied with how a medical office staff member is handling your call/request, or any part of the visit by the medical provider, or if you need special accommodations or considerations regarding fees please let the front office know you need to speak to the office manager and we will make it right for you.
  • Please be patient with your requests, sometimes certain requests  can take more time to process

  • Cash Fees / Non Insurance are as follows:

    $40 sick visit/follow up

    $50 well check / physical / travel related vaccine appointment

     $50 school / daycare physical done out of well check appointment /all sports physicals / all camp physicals/ all  FMLA family medical leave forms requiring physical exam - (all not covered by insurance plans) *exception can bill as a sick visit through insurance if applicable

    $10 vaccine admin charge per vaccine plus *Cost of vaccine if travel related vaccine / extra vaccine

    $35 total for flu vaccine with administration.

    VFC vaccines are used if patient is underinsured or has no insurance

  • $50 full records for patients transferring out, plus postage costs

  • Thank You!