PATIENT ADVOCACY DEPARTMENT (Business Office)

BILLING: Lynn, our Billing Manager can help you with questions or concerns with your account or bill. Lynn will be happy to assist you with the clarification of your statement, setting up a payment plan or any billing inquires. You can reach Lynn by dialing our main line (630) 653-6441 and choose extension 205. She also can be reached via HIPAA compliant email by clicking here.

INSURANCE: In the ever-changing world of insurance, Michele in our Patient Advocacy Department can help answer questions or verify benefits. We work with our providers to assure that your authorizations are up to date and your insurance claims are being filed correctly. You can reach us by dialing our main number and choose extension 207 or via HIPAA compliant email by clicking here.

MEDICAL RECORDS: Typically any forms or paperwork that needs to be completed, requires a scheduled appointment. For your protections and our need to be HIPAA compliant, a Release of information is required for any records, letters, or paperwork leaving our office. You can reach our medical records department by dialing 630 653-6441 X207.

Any questions or requests can be obtained by sending a HIPAA compliant email by clicking here

PATIENT RELATIONS DEPARTMENT (Front Office)

PATIENT RELATIONS DEPARTMENT: Our friendly and professional Patient Relations Coordinators are available to answer any patient concerns; coordinate inquires with your provider and schedule/reschedule your appointment. You may also send general questions via HIPAA compliant email by clicking here

(Please Note: In accordance with HIPAA laws, Genesis is required to have each patient (*over the age of 12) sign an informed consent form permitting the administrative staff speak to anyone other than the patient for non-clinical inquires (example: billing, insurance, scheduling, and medication request).

The Patient Relations Department may be reached by pressing 0 anytime during outgoing auto attendant message. *Note: To respect the privacy of each patient, during heavier business periods (on the ½ hour), you may be required to leave a message on our secure voicemail. Our staff will attend to all messages promptly.*

Director of Clinical Operations: Lori, the Director of Clinical Operations responsibilities include setting the clinic up for long-term success, directly managing Administrative Staff and acting as a liaison with Clinical Staff. To contact Lori, please email her by clicking here

Clinical Policies:

MISSED APPOINTMENTS or NO SHOWS: If you are unable to keep your appointment we ask that you call our office within 24 hours of your scheduled appointment. This will allow another patient to be seen by the doctor/therapist. Failure to contact our office will result in a missed appointment fee of $75 for a 30 minute or $125 for a 45-60 minute session. This charge will be applied to your account for missed appointments or cancellations less than 24 hours in advance.

We do offer courtesy confirmation calls and texts*, however it is the responsibility of each patient to arrive on the correct date and time of their appointment.

Messages can be left via email or on our internal secure voice mail system weekends and after business hours of 9:00 a.m. to 5:00 p.m. Monday thru Friday by dialing 630 653-6441 x0. All messages are timestamped.

To sign-up for text message appointment reminders: Contact to our Front Office Staff. (If you recieve a text message and can not make your scheduled apppointment: to cancel, patients must call the office directly.)

*Completion of Disability Paperwork for New Patients requires a minimum of (3) three dates of service with your provider.

Genesis does not support transfer of patients within the practice.(Does not include 2nd opinion cases)

PRESCRIPTIONS: Many Pharmacies will automatically fax refill Refill Protocols and Physician Refill Fees:

Some Pharmacies automatically fax refill requests that could be out of date. Due to periodic changes in medications, please alert your pharmacy that our office DOES NOT ACCEPT AUTO-FAX REQUESTS FROM PHARMACIES. All our Physicians and Nurse Practitioners have the ability to E-prescribe. Please make sure you have your medications filled at the time of your in office (or Telehealth) session.

In order to provide the best quality of care all patients are expected to visit their prescriber every three months for medication management. You may discuss with your prescriber if being seen every six months, either for financial, logistics or other reasons, is more appropriate. In those rare cases you will be subject to an automatic $10 Physician refill fee for refills required between visits.

If you miss or cancel your 6-month appointment with your prescriber and you require a refill you will be charged $10 Physician refill fee for every 30-day refill period past the 6-month mark.

(PLEASE BE AWARE NO CONTROLLED SUBSTANCES WILL BE REFILLED PAST THE 6 MONTH MARK BY STATE AND FEDERAL LAW)
If your prescriber is out if the office and has a covering physician please be aware there is an automatic $10 Physician refill fee for that prescriber’s time and efforts.

REFILL REQUESTS:

PHONE: To initiate a refill for your current medication, patients or pharmacies are required to call our prescription refill Hotline directly at (630) 653-6441 extension 501. Please have the name of your medication, dose, directions and pharmacy or mail order number ready to follow the verbal prompts. Allow 48 hours turn-around time for all medication refills.

EMAIL: If you would like to submit a refill request via email, please click here and fill out the template in its entirety.

*MENTAL HEALTH TREATMENT – OUTPATIENT: Any minor 12 years of age or older may request and receive counseling services or psychotherapy on an outpatient basis without the consent of the minor’s parent or guardian. Outpatient counseling or psychotherapy provided to a minor under the age of 17 shall be limited to not more than 5 sessions, a session lasting not more than 45 minutes, until the consent of the minor’s parent or guardian is obtained. The minor’s parents shall not be informed without the consent of the minor unless the facility director believes such disclosure is necessary. The minor’s parent or guardian is not liable for the costs of the outpatient counseling or psychotherapy. 405 ILCS 5/3-501