Let’s make it easy: Answering the FAQs.
Still have questions about your health care? Learn about making appointments, follow-up procedures, and more.
What kind of questions do you have?
Finding and Scheduling Care
Learn how to find the right doctor, schedule appointments, and get support if you need help choosing a provider.
Preparing for and Attending Appointments
Get tips on what to bring, what to expect during your visit, and options for language and accessibility support.
Managing Follow-Up and Staying Covered
Find out how to handle prescriptions, follow-up visits, understand your medical bills, and ensure you keep your access to health care.
When in doubt, check your insurance card.
Once you have enrolled with a provider, you will receive an insurance card. Your insurance card includes important details like your member ID, plan type, and often the name of your primary care provider (PCP). Keep it handy—it has everything you need to understand your coverage and get started. You will need to present it during provider visits and prescription fills.
Finding and Scheduling Care
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You can find a provider or confirm if a provider is in network by calling the member services number on your health insurance card, or by consulting your health insurance website.
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Primary care is routine care and testing that you receive through your chosen provider during regular business hours. Urgent care is health care you receive from a different provider outside of your primary care’s business hours due to a time-sensitive injury or illness. Emergency room visits, usually in hospital settings, are for serious, potentially life-threatening illnesses or injuries.
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You can schedule an appointment with your new provider by calling their office or your health plan’s appointment line during business hours. You may also be able to schedule an appointment through your patient portal. Ask the receptionist if this option is available to you for future appointments.
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If you can’t get an appointment right away but need to see a provider due to a time sensitive injury or illness, you can go to the closest urgent care within your network. You can also call your primary care provider’s office and ask if telehealth appointments are available.
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Your primary care provider (PCP) is the best person to ask for a recommendation to a specialist that fits your needs. You may also call the member services number on your health insurance card, or search for a specialist on your health insurance company’s website. Depending on your health plan, you may be required to get a referral from your PCP before seeing a specialist.
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You will not have to make a payment when scheduling an appointment. Depending on your health insurance, you may need to pay a co-pay at the time of your appointment. If you don’t have health insurance, you may need to pay out-of-pocket at the time of your appointment. Please note that some providers charge a no show or cancellation fee if you miss your appointment without notice, or cancel within less than 24 hours. Ask your provider about their cancellation policy.
Preparing for and Attending Appointments
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You should bring your health insurance membership ID card, a photo ID, a list of your current medications and dosages, and a list of questions you would like to ask your provider.
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Any questions that you have concerning your current health, health history, medications or future treatments are valid. Your provider visit is your opportunity to gain clarity on any of your health concerns. Write down your questions and have them handy during the visit so you can make the most of your scheduled time with your provider.
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During your first appointment with a new provider, you should expect questions about your health history, any medications you are taking, and any specific health concerns you may have. When you check in for your first appointment, office staff will need your insurance information and photo ID. You may also be asked to fill out intake forms, either online before your visit, or on paper on the day of your first visit.
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Whether you need a referral depends on the type of health insurance you have. If you have an HMO plan, you will need a referral from your primary care provider (PCP) before you can see a specialist. Call your health insurance to confirm if you can self-refer or if you need a referral from your PCP to see a specialist.
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If you need accommodations due to disability requirements you have the right to request them under the Americans with Disabilities Act (ADA). You can ask for adjustments such as accessible equipment, extra time for appointments, and communication aids for visual or hearing impairments when you call to make your appointment or at the time of your appointment.
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Depending on your health insurance, you may need to pay a co-pay at the time of your appointment. If you don’t have health insurance, you may need to pay out-of-pocket at the time of your appointment. Please note that some providers charge a no show or cancellation fee if you miss your appointment without notice, or cancel within less than 24 hours. Ask your provider about their cancellation policy.
Managing Follow-Up and Staying Covered
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Most providers are able to send an electronic prescription to the pharmacy of your choice. If you do not have a preferred pharmacy, you will need a written prescription and your insurance card in order to get your prescription filled. Some clinics have pharmacies within their facilities for ease and convenience. Using your clinic’s pharmacy makes it easier for your doctor and pharmacist to communicate with each other and supply you with the best treatment possible. Ask your provider or nurse if your clinic has a pharmacy.
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If you need a follow-up appointment you can you can schedule with the front desk at the end of your visit, or you can call your provider’s office to schedule one at a later time.
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Depending on the type of results you are waiting for, you may receive a call from your provider, a letter in the mail, or a message letting you know your results can be viewed on your patient portal. Ask your provider how your results will be made available to you during your visit.
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You can check if a bill was covered by reviewing your Explanation of Benefits, or by contacting your health insurance directly.
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Unexpected charges can occur with out-of-network providers, or if you received services that are not included in your health insurance plan. Contact your health insurance if you need assistance or have questions regarding your benefits or coverage.
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The best way to ensure your coverage remains active is to pay your monthly premiums on time. Defaulting in payments may cause your health insurance to be deactivated. If you have questions regarding the status of your health insurance, call the member services number on your health insurance ID card.
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