FREQUENTLY ASKED QUESTION – FAQs
Below are some common questions and answers about billing and insurance:
What are your clinic office hours and information?
12606 Greenville Ave, Ste 215, Dallas TX 75243
Hours: Mon-Thu 8:00 am-5:00 pm, Fri: 8:00 am-Noon
Phone (214) 660-2020
890 Rockwall Pkwy, Ste 102, Rockwall TX 75032
Hours: Mon-Thu 8:00 am-5:00 pm
Fri: 8:00 am-noon
Will I be charged if I miss my appointment?
There is a $40 cancellation fee if appointments are not cancelled within 24 hours.
How do I schedule an initial appointment or change/reschedule my missed appointment?
We have two options for scheduling appointments in our office. If you are a new patient, please contact our office at (214) 660-2020. If you are an existing patient, please login to your Kareo Patient portal to schedule an appointment online or you may call the office where you scheduled your appointment. Any appointment cancellations must be done more than 24 hours in advance of the scheduled time.
What are Telemedicine services and do we offer them?
Telemedicine services allow you to see all of our doctors via a secure video on your phone or computer for your appointment. Telemedicine visits are a great way to have a visit with your provider without ever leaving the comfort of your home! This service is offered to patients that do not require a physical exam. Most insurance plans cover the video appointment.
What can I expect as a New Patient?
As a new patient, your first step begins with registration. You can complete Check-In forms online, or download, complete, and bring with you to your first appointment. We ask that new patients arrive 15 mins before the scheduled appointment time to complete the Check-In process. These forms may be accessed on our website under Patient Resources.
What do I need to bring to my appointment?
Please bring a list of all medications you are currently taking and your insurance card or copy of your card. If your insurance requires a co-pay/deductible, please be prepared to pay that at the time of your visit. In addition, it is helpful to write down a list of questions for your provider so that we can ensure that we answer all of your questions in the exam room.
What is the Health Portal? How can I use it?
The Kareo Health portal enables you to communicate with our doctors, nurses and staff members easily, safely and securely from the comfort of your home. The Health Portal is used to request non-urgent medical advice, request appointments, and obtain visit summaries, order medication, view lab results and access patient education. At the time of your first visit, you will sign up for the Health Portal and be given instructions on how to log into the Health Portal on our website.
How do I get a refill on my prescription?
We ask that you contact your pharmacy before your medication runs out to request a refill. Physicians may have to review your medical record before prescribing or refilling any medications. Please note that any new medications may require a patient visit. New prescriptions may take up to two weeks and refills can take up to 72-hours to complete. Please always be sure to call your pharmacy before your medication runs out.
How can I send you my lab tests or records from another provider?
Test results and medical records from other providers can be sent through our secure Patient Information upload page. If you have not heard back from our office within 5 business days after sending your information please log onto your Health Portal to verify results or call our office.
Will my insurance cover the services?
Each insurance plan is very different; therefore, we recommend that you contact your insurance plan to determine if the anticipated services are a benefit of your individual plan. We are only able to provide quotes for the office visit portion of your visit. If the services are not covered, we can work with you to develop a payment plan.
What if I need a referral?
If you need a referral, please contact our office to see if you need to schedule an appointment with your primary care physician prior to the referral being issued. Your insurance company may require that your Primary Care Physician has seen you prior to being sent to a Specialist. Links to the insurance companies we accept are provided at the top of this page for your convenience.
Who can help me with questions on a bill that I received?
Our billing department is available to help you. For your convenience, please contact our Billing Support Specialist at 214-660-2020 for assistance.
What if I need paperwork filled out by my Physician?
Some paperwork might require an appointment with your physician for completion. Depending on the type of form, you can expect a response from our office within 72 hrs. Please complete our General Inquiry form to request assistance from our staff.
BILLING & INSURANCE CHANGES
Please use the form below to upload your scanned insurance card or update your insurance information. You may also consult our FAQ section to find answers to questions regarding billing, insurance, or payment. Please upload in a .PDF file format.
Insurance Information Update FormAll patient information should be uploaded in an encrypted data format for security and confidentiality purposes.
Trusted by Patients
Dr. Carlos Arauz Pacheco, MD
Learn More About Dr. Arauz-Pacheco's Biography, Specialities, and Certifications
Dr. Carlos Arauz Pacheco is an endocrinologist in Rockwall, Texas and has been in practice for more than 20 years.
Dr. Dan Lender, MD
Learn More About Dr. Lender's Biography, Specialities, and Certifications
Dr. Dan Lender, MD is a Endocrinology, Diabetes & Metabolism Specialist in Rockwall, Texas with over 35 years of experience in the medical field.
Dr. Erin Dunnigan Roe, MD
Learn More About Dr. Roe's Biography, Specialities, and Certifications
Erin D. Roe, MD, MBA, FACP is board certified in internal medicine and in endocrinology, diabetes and metabolism and has over 15 years of experience in the medical field.
Learn More About Carlos Arauz's Biography, Specialities, and Certifications
Carlos has worked as a physician intern in endocrinology and internal medicine, surgery, pediatrics, obstetrics & gynecology, and family/community medicine at the various public hospitals throughout Costa Rica as well as at Hennepin County Medical Center in Minnesota.
Learn More About Pauline Pagel's Biography, Specialities, and Certifications
Polly has been a Registered Nurse for 30 years with experience in Emergency Room Nursing and Intensive Care Nursing at Parkland Hospital in Dallas.
Lori Kleinfield, RD, CDE
Learn More About Lori's Biography, Specialities, and Certifications
Lori is a Certified Diabetes Educator and Registered Dietitian who specializes in nutrition counseling. wellness, and diabetes education.