Frequently Asked Questions (FAQ)

Shield Medical Group - Frequently Asked Questions (FAQ)
What is a primary care physician (PCP)?

A PCP is a specialist in internal medicine, family medicine or pediatrics who provides initial care to the patient at the first point of care and takes ongoing responsibility for the patient’s comprehensive care.

What do our primary care physician do?

Besides treating common symptoms such as aches, pains and colds, our primary care doctors:

  • Provide ongoing care for most diseases except very uncommon or unusual ones
  • Monitor your health against your lifestyle goals over time, something called health promotion.
  • Educate patients about preventing chronic diseases, such as restricting sugar and carbohydrate intake if you have prediabetes or increasing your physical activity if you’re at higher risk for heart disease
  • Provide appropriate screening for conditions such as breast cancer, colon cancer, cervical cancer, osteoporosis as recommended by the United States Preventive Services Task Force
  • Prescribe appropriate immunizations for conditions such as pneumonia, influenza, hepatitis A and B, shingles etc., as recommended by guidelines from CDC
How can I get appointment?

Call us at (863)236-9550 or if you are an existing patient, contact us from the patient portal or our mobile app.
 Book Appointment

How can I get referral to see specialist?

Our trained referral specialists will first obtain an Authorization from your health plan after submitting the pertinent documents and yhen an appointment will be made with the specialist and you will be informed during the whole process.

How can I request medication refills?

You can request medication refills via your own smart phone app or computer. You can also request your pharmacy to send us an electronic refill request. You can always call our office at 863-236-9550.

How quickly I could get an appointment if I’m not feeling well?

It is our policy that we will see you on the same day. We are available to you during office hours and via virtual visits during after hours, weekend and holidays.

What is the patient portal/smart phone Healow application?

This is a secure communication device between you and our office. Our goal is to have direct, secure and meaningful conversations with you all the time.

Benefits of patient portal.

  • Communicate with your doctor
  • View your lab test results
  • Make appointments with your providers
  • Request medication refills
  • Send a secured message to your doctor's office
  • Register a loved one for a proxy account
  • Pay your Shield Medical Group bill

Watch this YouTube video to fully understand Shield Medical Group’s smart phone app and patient portal https://www.youtube.com/watch?v=5gUlOjZ8eVw

How can I sign up for the patient portal and smart phone app.

Once you are a registered patient of Shield Medical Group and have a valid email, we will activate your patient portal and smart phone application. You have the choice of opting out of electronic communication.

Who will train me to use patient portal and smart phone application?

These applications are very simple and self-explanatory. We will go over the functionality of these applications during your office visit. We have also included this YouTube video. https://www.youtube.com/watch?v=5gUlOjZ8eVw

What is your policy to answer messages?

We strive to answer all messages every hour on the hour during business hours. You will generally receive a response within 24 hours.

How will I be reminded of my upcoming appointments and preventive care tests?

We will send you electronic message one day prior to your office visit and you will be able to track your own appointments via the smart phone application and patient portal.

How will I get my preventive care reminders?

Shield Medical Group will send you appropriate and age-specific preventive care reminders with secure messages via the smart phone application and patient portal.

Payment Late Cancellations

Late cancellations will be considered as a “no show”.
NO SHOW POLICY:
A “no show” is someone who misses an appointment without canceling 24 hours in advance. No-shows inconvenience those individuals who need access to medical care in a timely manner.
A failure to present at the time of a scheduled appointment will be recorded in the patients’ chart as a “no show”. The first time there is a “no show”, the patient will be sent a message alerting them to the fact that they have failed to show up for an appointment and did not cancel the appointment. A copy of the letter will be placed in the patient file. If there is a second “no show” a fee of $20.00 will be billed to the patient’s account.
Patients with frequent no shows or cancellations may be dismissed from the practice.

Have a health issue that needs prompt attention outside of regular hours?

In the event of an emergency , our Physicians are on call 24/7 for our patients.
MEDICAL RECORDS:
There is a copy charge of $1.00 per page for the first 25 pages and $0.25 per page thereafter. , as authorized by Florida Statutes.
You may be able to reduce the copying costs by requesting a few key documents, rather than the entire medical record. There is NO CHARGE for a patient whose records are copied if it is necessary for the continuation of medical care. This can be demonstrated by having the records sent directly to the treating physician or facility. To obtain a copy of your medical record, you must complete and submit the Authorization for Release of Confidential Medical Records Form. This is in accordance with federal and state laws, to protect the privacy and confidentiality of our patients’ personal medical information

I am sick and need to visit my doctor today itself! Can I get a priority appointment?

If any thing is ailing you, our goal is to see you on priority basis and comfort you ASAP. We will see you on same day. Please call (863)236-9550 from Monday to Friday for appointments. Appointment requests can also be sent via our online patient portal.

How can I request a Medication refill?

Medication refills can be requested by calling us at (863)236-9550 or you can submit a request using our online patient portal

I have a billing question. Who should I call?

For Billing Questions call (863)236-9550.

When can I get my lab results?

Your lab results will be reviewed by the ordering physician and you will be informed about results via our office. The lab test will be discussed in detail at the time of your appointment. You can also access your results online via your secure patient portal anytime, 24x7x365.

What is your payment and finance policy?

Co-payment and deductibles: All copayments and deductibles are expected to be paid at the time of the visit.

We accept all major credit cards, checks and cash as method of payment. If you will be using health insurance to settle your account, you must present your current insurance card at each visit. This is a requirement of your insurance company. It also enables us to have the most current information about billing your insurance company. Your insurance company also requires us to collect any applicable co-payments at the time of service.

We have agreements with several insurance companies, which require us to bill them for services provided to you, and accept as payment the amount specified in the agreement. You will be responsible for co-pays, co-insurance, deductibles, or services not covered by your insurance.

We will file an initial claim based upon the information that you have provided to us. Under state law, your insurance company has 30 days in which to process and pay the claim, request more information, or deny the claim and notify us of the decision. If they have not notified us within 90 days of the date of service, it will be assumed that your insurance coverage is no longer in force and the unpaid balance will be your responsibility.

PAST DUE ACCOUNTS:
Past-due accounts cost both time and money; therefore, patients with delinquent accounts will be required to make payment at the time of service. If you are unable to make mutually agreeable payment arrangements, we will be glad to reschedule your appointment. Seriously past due accounts: Those older than 90 days or those failing to honor agreed-upon payment terms will be sent to a collection agency. If your account is sent to a collection agency you must pay all past due amounts or make agreeable payment terms before subsequent appointments can be scheduled. Additionally patients can be dismissed from our practice for financial matters and will have to seek their health care elsewhere.

RETURNED CHECKS:
Checks returned due to insufficient funds or closed accounts will be charged $25.00 non-sufficient fund fee. Patient is expected to pay by cash and credit card to cover for the returned check plus fee.

What are your in-office services?
  • In-house EKG
  • Chronic disease management
  • In-house labs
  • Diabetes testing
  • Health education seminars
  • 24/7 access to a provider
  • Same day appointments for sick visit (reserved for established patients)
  • Senior center
  • In-house vaccines