Frequently Asked Questions

Below are some questions we’re asked most often. If you don’t see the answer to yours, please feel free to call our office.

** PLEASE NOTE OUR PRACTICE IS NOT CURRENTLY ACCEPTING NEW PATIENTS

Office Hours

Holiday & Extended Hours

What are your holiday hours for 2025?

Our office will be closed on the following dates in 2025:

What are your general office hours?

We are open:

Monday–Wednesday: 8:00 AM–6:00 PM
Thursday–Friday: 8:00 AM–5:00 PM (lobby opens at 7:50 AM most days)
Our lab operates Monday–Friday, 8:00 AM–4:00 PM.

How do I contact the office after business hours?

Our on-call provider.

After 5:00 PM, you can reach our on-call provider through our call service line at (828) 229-7227. You can also send a portal message to your provider, who will respond within 24 business hours.

Are evening and weekend clinics available?

No.

Currently, there are no late evening or weekend clinics on site. Our practice does have a co-management agreement with all Mercy Urgent Care clinics for after hours and weekend care. They will see you for an appointment, file your insurance if applicable, and provide you with a summary of care. If you need to follow up with our practice, please make sure we receive a copy of this summary for better coordination of care. Established patients can also schedule Extended Hours appointments on Monday, Tuesday, and Wednesday evenings from 5:00 PM–6:00 PM.

Can I communicate directly with my doctor after hours?

Yes.

You can send a secure portal email message through your Patient Portal for non-urgent concerns, lab results, or medication refill questions.

Expect a response within 24 business hours.
For urgent issues after sending a message, call the on-call doctor at (828) 229-7227.

What should I do in case of an emergency?

For critical or life-threatening conditions, call 911 immediately.

For urgent but non-emergency issues, contact the on-call doctor at (828) 229-7227.

General

Office Operations

What happens when I arrive?

Our Front Desk Team including Marla, Meghan, and Misty will greet you with a smile and assist with check-in. They’ll ensure all your information is complete to start your visit smoothly.

Who will prepare me for my appointment?

Our Medical Assistant Team including Abby, Becca, Rylee and Sadira will expertly handle your vitals and guide you through the initial steps of your visit.

Who handles referrals and medical records?

Our Referral Specialist, Ana coordinates all referrals, ensuring seamless transitions within our specialist network. Our Front Office Supervisor, Jeremy handles medication prior authorizations and medical records requests. Ana and Jeremy work together to support each other as needed.

Who should I contact for clinical support or refills?

Our Triage Coordinator, Amber will support your clinical and medication requests with communication to/from your Provider. She will respond timely retrieving messages from our triage queue, with a phone call or portal message.

How do we offer support after a hospital visit?

Our Clinical Supervisor and Care Manager, Brandy, handles transitions of care. She ensures timely follow-ups, referrals, and coordination with specialists to meet all your post-hospitalization needs.

Who oversees the overall patient experience?

Our Practice Manager/Quality Improvement Specialist, Karen ensures that every aspect of your visit is smooth and meets your expectations. You are welcome to contact her to discuss any needs or concerns.

Prescriptions

Medications and Refills

How do I request a prescription refill?

Contact your pharmacy directly.

This is the most efficient way to get your refill processed. They will send the refill request to our office for authorization. Please do not leave a duplicate message/request on our Triage phone line.

How long does it take for a refill to be approved?

Refill approvals may take up to three (3) business days.

For mail-order pharmacies, please contact us 14 days before your medication runs out to avoid delays.

What if I run out of medication after office hours?

Notify your provider on the next business day.

Refills are only handled during regular office hours (Monday–Friday, 8:00 AM–4:30 PM). Refills are not processed on weekends or holidays. If you contact your pharmacy over the weekend, they will send the request to your provider directly for a more timely response.

When should I schedule an appointment for refills?

If your prescription is out of refills, it’s generally time for a follow-up appointment.

We encourage you to request refills at the beginning of your office visit.

Can I get a new prescription or antibiotics without an appointment?

No. New prescriptions or antibiotics require a visit (in office or telehealth), as they cannot be prescribed over the phone or portal.

We require an appointment (in-person or telehealth) to determine the best treatment for your symptoms. Many illnesses, such as colds, flu, COVID, RSV, and stomach bugs, are caused by viruses, which don’t respond to antibiotics. A physical exam and sometimes testing are needed to distinguish between viral and bacterial infections, evaluate the severity, and decide on the right treatment.

Our doctors also assess whether antiviral medications, like Tamiflu or Paxlovid, are appropriate and safe based on your symptoms and medical history. Same-day appointments are often available, and we can accommodate patients with car-side exams or telehealth visits when necessary.

This approach ensures evidence-based care for our patients’ health and safety.

What happens if my medication needs prior authorization?

Some medications require prior authorization.

This process involves coordination between your provider, pharmacy, and insurance company. While we’ll work to expedite the process, which can take up to 5 business days and approval is not guaranteed. Contact your pharmacy or insurance company for updates. Your pharmacy can send an electronic request to us, which will be processed timely.

Payments

Standard Insurance & Self Pay

When is my co-pay or co-insurance due?

During your appointment with Our Family Doctor, any co-pay (or co-insurance) is due at the time of service.

We will gladly bill your insurance company for the remainder of the charges associated with your visit.

How will I know if I have an additional balance after insurance payment?

Our Billing Supervisor.

You will be notified you if there’s an additional balance, which must be paid within 30 days of receiving your bill.

Which insurance plans does Our Family Doctor accept?

Our Family Doctor currently participates with the following third party insurance plans:

Blue Cross Blue Shield/Anthem Blue Cross
NC State Health Plan
Aetna/Meritan Aetna (current CPP for State Health Plan with Aetna in 2025)
Cigna
Crescent Health Plans
Medcost
Medicaid PHP’s: Vaya, Healthy Blue, UHC, Wellcare, Amerihealth (pediatric)
United Health Care
Medicare / Medicare Advantage (existing patients only)
Humana Medicare Advantage (existing patients only)
Aetna Medicare Advantage (existing patients only)
UHC Medicare Advantage (existing patients only)
WellCare Medicare Advantage (existing patients only)
Blue Cross Blue Shield Medicare Advantage (existing patients only)
Alignment Medicare Advantage (existing patients only)

What if my insurance is not listed?

You can still receive care at Our Family Doctor, but payment in full is required at the time of service.

We will bill your insurance on your behalf, and any reimbursement from them will go directly to you.

Do you offer discounts for self-pay patients?

We believe everyone deserves access to a personal physician.

We offer the following discounts for cash-paying patients to make our services more accessible:

30% off fees for routine physician visits
30% off fees for elective/emergent procedures
Discounts on routine labs based on Quest’s self-pay pricing

How are lab fees handled for self-pay patients?

Fees for routine labs done onsite are reduced based on Quest’s self-pay discounts.

More expensive lab fees are also reduced according to Quest’s self-pay pricing.