General Clinic Policies

Insurance Card: All patients are required to show their insurance card on each visit. Many employers change or modify plans on a regular basis and The Urology Team is not privy to those changes. It is the patient’s responsibility to inform The Urology Team PA if a change in insurance coverage occurs.

Appointments: The Urology Team makes every effort to schedule and keep appointments within a reasonable time frame. Once here, an appointment may take longer than planned or an emergency may arise, but every effort is made to stay on schedule. Should a patient run late, we will do our best to accommodate the patient. If an appointment is delayed or if the physician encounters a patient emergency, patients may be asked to reschedule. Please contact the check-in desk to inquire about the appointment and any delays encountered. If you are running late, please call the front desk.

Missed Appointments: If you cancel your appointment without providing a 24-hour advance notice, or no-show for an appointment, there will be a $45.00 dollar charge to the account. Should the appointment reminder system fail or neglect to call a patient, the responsibility to know when the appointment is scheduled belongs to the patient and will not negate the $45.00 charge for missing an appointment.

Telephone Systems / Appointment Reminders: The Urology Team has implemented a personalized appointment reminder system. This system will provide patients with an electronic courtesy call for upcoming appointments. Patients will be prompted to confirm their appointment or they can log onto the Patient Portal to view their appointment.
Form Completion Charges: The Urology Team shall charge fees for the completion of the following forms: Disability, FMLA, Social Security or Insurance Forms (HRA or HSA), Preexisting Conditions for Insurance Approval, Parking Permits, and Return to Work Forms Required by an Employer. All fees are due when the paperwork is presented to be completed. Charges are as follows: 1 page: $20.00, 2-5 pages: $35.00, and 6-10 pages: $50.00

Medical Records: Medical records at 512-231-1444 extension 227, are the personal property of The Urology Team. The Urology Team adheres to strict confidentiality guidelines and must receive an original signature and copy of a patient’s driver’s license prior to the release of medical records to the patient. A written request must include the patient’s full name, date of birth, SS#, physician’s name, complete address and phone number. There is no charge for a medical record request sent directly to another physician’s office or medical institution. For personal copies of medical records, there is a $25.00 charge for the first 20 pages and a $0.25 charge for each additional page thereafter. Payment must be presented with all requests. All requests are completed within fifteen (15) days of receipt of the request. A release form is available at I understand that The Urology Team records contain protected health information about me that is highly confidential. When appropriate, The Urology Team may use medical records for non-treatment purposes (research, public health, and/or operational activities).


Lab Results: Our Triage department is available to answer medical questions for our patients, however, they are not able to interpret patient lab results. Lab results will be discussed with each patient by their physician during a follow-up appointment. It is important for patients to come to their follow-up appointment to get their lab results interpreted and to ask questions if needed.

Medication Refills (512-231-1444 Ext. 304): CALL THE PHARMACY FIRST.... An attempt to handle all prescription refills will be made during the patient’s visit with The Urology Team. PLEASE REMEMBER TO ASK MD REGARDING REFILLS DURING YOU PATIENT VISIT. Patients can ALSO send a refill request through the patient portal as well. For refill of a currently prescribed medication, please contact the pharmacy FIRST. The pharmacy will fax a prescription refill request to our office. This request will generate a response from the Triage department. If the physician gives you SAMPLES requiring a choice, please SEND YOUR REQUEST THROUGH THE PATIENT PORTAL. This message will also generate an action from the Triage department. Medication refills, medication requests, lost prescriptions and prescriptions for chosen samples require 48 hours notice. The Urology Team will not refill medications or prescribe narcotics after 4:30 p.m. on weekdays or on weekends.

Triage for Medical Questions or urgent concerns: (512-231-1444 Ext. 492, or if you want to leave a non-urgent message you can ask for extension 243 ): The Triage department answers phone calls in the order they are received, as well as sort patient questions according to the urgency of the patient needs or care. It is comprised of trained Medical Assistants, LVN’s, RN’s and Technicians. The Triage department is available Monday through Friday, 8:00 a.m. to 12:00 p.m. and 1:00 p.m. to 4:30 p.m., except during scheduled closures and monthly staff meetings. All patients are encouraged to call the Triage department with any medical questions they may have related to their care. Patients may choose to leave a message through the portal or wait to talk to the Triage assistant. Triaged calls may require routing to the physician which can delay a response to you. Should a patient decide to leave a message, calls are picked up every 10 minutes and returned as soon as possible. Every attempt will be made to return the medically related calls within 24 hours. Calls after 3:00 p.m. will be returned the following business day. For emergencies please call 911.

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