Help Center
Appointments, Cancellation and Late Policy
What should I bring to my appointment?
State ID
Insurance card (if you have insurance)
Method of Payment
Previous records or prescription bottles are helpful for new visits
For new patients please bring a copy of your completed New Patient registration forms which you can find on the New Patients section of our website.
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When should I arrive to my appointment?
If you are a new patient please arrive 15 minutes prior to your scheduled appointment start time. This will allow you time to complete the paperwork and check in process in a timely manner.
All established patients should arrive 10 minutes prior to the scheduled appointment start time. This will allow adequate time to complete the check-in and payment process.
We make every effort to run on schedule and respect our patient's time and this is largely determined by everyone making an effort to arrive early to their appointments.
​​Cancellation policy
Please remember that scheduling an appointment involves reservation of your provider’s time specifically for you. If you fail to cancel or change an appointment 24 hours in advance, we cannot provide services for other patients who would like to be seen, often times, same day for urgent matters.
Appointments must be cancelled or rescheduled at least 24 hours in advance in order to avoid a Late Cancellation charge.
Patients who provide late cancellation or fail to show up for 2 or more appointments at any time during the course of treatment will be discharged from the practice. This is because it is difficult to provide quality care to patients who consistently miss and/or cancel their appointments.
The fee for late cancellation is $35
Any patient who shows up more than 15 minutes past their allotted time is subject to rescheduling the visit and a late cancellation fee.
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Why do I have to attend a follow up appointment?
Follow-up appointments ensure the safety of patients who are continuing on medication maintenance therapy. The frequency of these appointments depends on your clinical condition and the medications utilized.
Contacting the Clinic
I called but reached voicemail. How can I get in contact with the clinic?
Our goal is to answer all incoming phone calls, however at times heavy call volumes may prevent us from answering your call in person. If you reach a recording, please leave a message that includes your name, date of birth, a brief description of the nature of the issue, and information on how to be contacted. Allow up to 24 business hours for a return call.
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​Are there limitations to the types of questions that can be addressed by telephone?
Basic questions regarding payment, insurance, and scheduling will be handled by our clinic staff. Most medical questions will be addressed by clinic staff after collaboration with your provider. You will be asked to schedule an appointment to discuss any medication concern or symptom worsening as medication changes will not be made over the phone.
If it becomes necessary to address your concern directly with your provider please be aware that these calls are limited to 5 minutes. Any calls greater than 5 minutes are subject to fees ($25 for each 5 minute increment following the first 5 minutes). This includes telephone consultations with family members.
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The Clinic is closed but I have an urgent question. Who should I call?
In the event of an urgent medical matter outside of regular clinic hours you may contact the on-call clinician by calling the office and following the appropriate prompts on our telephone greeting. You will be connected with the voicemail box of the on-call clinician. Leave a brief message with your name, return phone number, and the nature of the emergency. You will receive a return telephone call promptly. If the matter is not urgent or emergent you may not receive a return call from the on-call provider.
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Are there issues that cannot be addressed by the emergency provider?
Yes. Non-urgent (e.g. medication refills, scheduling, billing issues) may be addressed via e-mail or by leaving a voicemail message for the clinic staff.
Calls placed for non-emergency issues will result in being charged a $25 fee for after-hours care.
Additionally, if the matter is not urgent or emergent you may not receive a return call from the on-call provider.
What should I do in the event of a life-threatening emergency?
In the event of a life-threatening emergency please call 911 or go to the nearest Emergency Department. Do not delay care by waiting for a response from our on-call provider.
Billing and Insurance
Most major insurance companies are accepted. We are currently in network with:
Medicare
Blue Cross Blue Shield
Cigna
United
Humana
Aetna
WellMed
Multiplan
Oscar
Tricare East
First Care
We are contractually obligated to collect whatever payment a patient's insurance company has deemed due for services rendered. We charge nothing more and nothing less than what insurance deems acceptable for patient's visits.
If you are having financial difficulties, you are free to reach out to us at sglover@ccmctex.com as we understand life happens and want to work with patients to get everyone as healthy and happy as possible.
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Who should I contact about billing questions?
You can contact us at sglover@ccmctex.com for any billing questions. Please provide your first and last name, date of birth, and phone number in the body of your email.
Annual Exams and Prescription Refill
Most insurance companies cover one wellness exam per year at no cost to the patient including certain tests to detect disease in early stages or to prevent disease.
Unfortunately, most insurance companies will not cover services unrelated to the physical and can choose to not cover the full cost of the office visit for separate health concerns discussed during an exam such as: addressing new or ongoing health problems (e.g. blood pressure, rash, back pain, UTI, etc), in-office procedures (wart destruction, ear wax removal,etc), laboratory tests for illness/injury or chronic conditions
Some examples of services or discussions that may not be covered in a physical examination: non scheduled but necessary immunizations (TB tests for work, etc), pathology or Pap tests not considered routine by your insurance, tests that are not normally needed due to a patient's age or health risk. Your doctor may recommend routine laboratory tests for health screening (like cholesterol, thyroid, complete blood count). However your insurance plan may not cover these tests or may consider them as part of your deductible, and you may be billed for them.
Each insurance company decides what will be paid on a case-by-case basis, and decisions made cannot be predetermined by Callahan County Medical Clinic. If you have questions about what is covered under your health insurance plan for routine physicals or wellness exams, please contact your insurance company or your Human Resources Department.
Any charges not considered as part of a routine physical or wellness exam will be billed separately and any items or services not covered will be billed to patient.
Callahan County Medical Clinic apologizes for this inconvenience and appreciates your understanding that we must follow the insurance company billing guidelines in order to submit claims on behalf of our patients.
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Do we perform Prior Authorizations?
We will perform prior authorizations where appropriate but we ask you to remember that prior authorizations are a courtesy service. We make every effort to secure coverage for prescribed medications but it is ultimately your responsibility to contact your insurance company to determine which medications are covered or to request appeals for coverage decisions.
As of November 2021 we will no longer perform Prior Authorizations for any medications that can be obtained for less than $40 through GoodRX or your insurance provider.
How and when should I request a refill?
Refills must be requested at least 3 business days prior to running out of medication, this includes controlled substances.
We have many options to request refills.
You may call our office at 325-893-1010 to speak with an associate or leave a voicemail.
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Refill requests are not reviewed by your provider until the end of the business day so please plan accordingly. Under no circumstances will medications be refilled after hours, on weekends, or on holidays.
Overdue to an appointment but need a medication refill?
Medications will only be refilled for current patients who maintain their regularly scheduled appointments. Your request will be denied if you have not been seen within the follow-up time frame recommended by your provider. If you are overdue for follow up and in need of a refill please call to schedule an appointment; at that time your clinician may authorize a temporary refill. Temporary refills will not be granted for controlled substances.