Office Policies

Our practice offers two Charlotte offices located at 2711 Randolph Road, Suite 400 and in south Charlotte at 7108 Pineville-Matthews Road. An experienced medical oncologist/hematologist is available after hours and on weekends to handle urgent issues. If you experience a problem requiring immediate attention during these times, please call our main number at 704-342-1900 and follow the instructions. You will be transferred to our answering service.

OFFICE HOURS/EMERGENCIES

Randolph Road Office

Monday – Thursday from 8:00 a.m. to 5 p.m., and Friday from 8:00 a.m. to 2:30 p.m.

South Charlotte Office

Monday - Thursday 8:00 a.m. to 5 p.m., and Friday 8:00 a.m. to 2:30 p.m.

In the event of a real emergency, please call 9-1-1. If you go directly to the hospital Emergency Department, have someone contact our office or on-call physician. Our physicians have privileges at some Novant Health and Atrium Health hospitals.

APPOINTMENTS

For your convenience, our practice has a dedicated Appointment Line, 704-342-9577. We accept new patients by physician referral only. Any patient arriving 15 minutes past a scheduled appointment may be asked to reschedule. In addition, please contact our office at least 24 hours prior to your appointment to cancel or reschedule an appointment.

Prior to starting chemotherapy, we ask that you attend a Chemotherapy Introduction appointment. You may bring a family member or friend with you. An experienced oncology nurse will discuss the most common issues relating to chemotherapy.

NEW PATIENTS

New patients are asked to come 30 minutes prior to their scheduled appointment to complete paperwork, unless they have previously printed and completed the new patient paperwork that is required, click here for the paperwork. Please bring an updated medication list (including dosages), current insurance card(s), co-payment, pharmacy information, a list of any questions you may have for our physician or nurse and any other pertinent information. The physician who referred you to our practice should provide us with your medical records.

LAB AND RADIOLOGY SERVICES

Our practice has in-office lab facilities. Lab appointments are scheduled Monday – Thursday from 8 a.m. to 4 p.m., and Friday from 8 a.m. to 2 p.m. Complete blood counts (CBCs), urinalysis and electrocardiograms are performed in our office if ordered by one of our physicians. Additional lab tests may be sent out and performed by an outside reference lab/hospital. If tests are performed by an outside facility, (frequently Quest Diagnostics), you will be billed directly by that company. We will notify you of abnormal lab results that require immediate attention. If your lab results are normal, you will be notified by phone, mail or at your next scheduled office visit. Radiology tests are not available at our office. We will assist you in scheduling these procedures, but all billing is handled by the facility where your scan or test is performed.

CHEMOTHERAPY: Education, Administration, and Survivorship

At Oncology Specialists of Charlotte, PA, we care for you throughout your cancer journey. Our physicians are board-certified in oncology and provide expert guidance in the best choice of treatment for you. If chemotherapy is recommended, an experienced nurse practitioner will sit down with you to discuss your customized treatment plan and share what you can expect from your treatment. The goal of this educational appointment is to familiarize you with your specific treatment plan, the goals of therapy, discuss the possible side effects and ways to effectively manage them, and most importantly, to provide you with the opportunity to ask any questions that you may have regarding treatment.

Our office strives to provide a safe and comfortable atmosphere for those undergoing chemotherapy infusions. While receiving your treatment, you will receive continuous nursing care and observation. Our infusion nurses are all certified in chemotherapy administration by the Oncology Nursing Society and they all work closely with your physician to ensure that you receive the best care possible.

Once your treatment is complete, you will again meet with a nurse practitioner to summarize your treatment and discuss your plan for survivorship. This appointment includes your follow-up schedule for physician appointments and scans (if needed), coordination of care with other physicians, discussion of possible long-term effects of treatment, health promotion, support services, and any other questions or concerns that you may have once finishing treatment. Our goal is to provide support for every step of your journey.

NURSE TRIAGE

Our highly-trained, experienced oncology nurses can provide answers to many of your questions. They work directly with physicians and are very knowledgeable regarding your treatment plan. They are also involved in direct patient care and may not be immediately available. If you leave a voicemail message with our Nurse Triage line, 980-495-3778, your call will be returned. We have a dedicated nurse answering those messages continuously throughout the business hours.

Again, Our Nurse Triage line is 980-495-3778.

PRESCRIPTIONS/REFILLS

Prescriptions and refills are only handled during regular office hours. Access to your medical history and/or chart is necessary. If our physician has not treated you within the past year, an appointment may be required. Requests made after 4 p.m. are usually handled the following day. Please have your pharmacy information available.

FINANCIAL ISSUES/INSURANCE

It is crucial that you provide us your current and complete insurance information. We will regularly request copies of your insurance card(s). A photo ID is also required. Co-payments are expected at the time of service. We accept cash, personal checks, VISA and MasterCard. Our practice participates with the majority of the local insurance plans. You may contact one of our Financial Counselors at 704-342- 9567 or 704-247-5947 to verify our participation status.

A Financial Counselor will contact your insurance carrier prior to scheduling your treatment to verify eligibility. There may be situations where pre-payment is required. Chemotherapy treatment can be expensive, and we want to assist you in this process. Financial assistance programs are available if you qualify. This requires your participation in providing information and in completing and signing forms. We file your claims for services provided by our physicians. Although we file insurance and accept assignment of benefits, you are ultimately responsible for the balance of your account (deductibles, co-payments, co-insurance and services not covered by your plan). An itemized statement is mailed on a monthly basis. We ask that all balances be paid in a timely manner.

If you have questions regarding your statement or account, contact our Financial Counselor at 704-342-9567 or 704-247-5947. We have a Disability Specialist on staff to assist you in the completion of disability forms. There are charges associated with completing disability forms and providing copies of medical records. Your portion of the form must be completed and signed. Our goal is to process these forms on a timely basis.

QUESTIONS?

We are here to make your treatment as comfortable and convenient as possible. Do not hesitate to ask questions throughout your treatment.