PATIENT INFORMATION
SIU Call Center
New Patient Procedures
Appointment Reminders
Appointment Cancelations and No Shows
Office Hours
Telephone Numbers
Medical Training Program
Payment Billing and Insurance
Financial Assistance
Release of Confidential Medical Records
Our SIU Call Center
The SIU Call Center provides referring physicians and patients with a direct connection to our primary care physicians and specialists and to the services offered through SIU HealthCare. The SIU Call Center provides one telephone number for referrals and appointments. Representatives are available from 8:00 a.m. to 4:30 p.m., Monday through Friday, to assist you. To reach the Call Center when calling within the 217 area code in Illinois, dial 545-8000. When calling outside the 217 area code, dial 1-800 DIAL SIU (1-800-342-5748).
New Patient Procedures
Please plan to arrive at least fifteen minutes early for your first appointment. As a new patient in our clinics, you will be greeted at the reception desk and asked a few questions so we can establish your legal name, address and telephone number, date of birth, social security number and employment and insurance information.
In order to complete the registration process, you will need to bring the following with you to your appointment:
- Your health insurance card and the address for each medical insurance company (primary and secondary/supplemental)
- IDPA Card
- A photo identification card if 18 years of age or older
- A list of any prescription or over-the-counter medications you are taking
- Any Worker’s Compensation information or other alternate insurance information, if it applies
- Your managed care referral, if applicable
In addition to these items, we ask that you bring medical records, X-rays and laboratory reports to help your physician fully evaluate your medical history and conditions.
Appointment Reminders
You will receive reminder calls from our automated appointment reminder system two days in advance of your appointment.
Canceling Your Appointment and No Show Policy
If you cannot keep your scheduled appointment, please make every effort to notify us at least 24 hours prior to your appointment time. If you miss more than one appointment without notifying our office, you may be terminated from our medical practice.
Office Hours
Our clinic office hours are 8:00 a.m. to 4:30 p.m., Monday through Friday. An on-call physician is available 24 hours a day for urgent needs and may be reached before and after office hours by calling our answering service at 545-8000. The answering service will contact your physician or the physician on call and you will be called as soon as possible. Routine questions and needs must be addressed during normal business hours. For emergencies, call 9-1-1 or proceed to the hospital emergency room.
Due to the Southern Illinois University School of Medicine holiday schedule, our clinic hours and staffing are reduced during the week between Christmas and New Year’s Day. We suggest you handle your routine medical needs like prescription refills and billing questions prior to the holidays. Our staff will be available to handle urgent patient problems between Christmas and New Year’s Day. Other holiday closures will be announced in the local newspaper.
Telephone Numbers
SIU Call Center 1-217-545-8000
Billing and Insurance 1-217-545-4966
Telecommunications Device
for the Deaf (TDD) 1-217-545-8038
Available from 8:00 a.m.-4:30 p.m.
Use your announcer and the TDD will accommodate your call
Medical Training Program
Because we are part of an academic medical center, a medical student, resident or fellow who is supervised by one of our physicians or medical professionals may see you during your office visit. Medical students are college graduates in their third or fourth year of medical school training. A resident or fellow is a medical school graduate and a licensed physician in the state of Illinois who is seeking advanced training in primary care or a particular medical subspecialty area.
Prescription Refills
Please call your pharmacy directly for all medication refills. The pharmacy will contact your physician’s office for the refill information. Prescriptions will be refilled within a 24-hour time frame. No prescriptions will be refilled outside of normal business hours.
Because your nurse must obtain your medical chart and confer with your physician before calling the pharmacy, we ask that you call 24 hours prior to needing additional medication.
Nurse Calls
Your telephone call is important to us. If your nurse is working with clinic patients and is not available, please leave a message and your call will be returned as soon as possible. Please leave your name, date of birth, telephone number, your physician’s name and the time of your call.
Payment, Billing and Insurance
Due to the increasing number of plan restrictions from managed care companies, it is your responsibility to know:
- your selected primary care doctor.
- the hospital approved by your plan.
- the laboratory and X-ray facility approved by your plan.
- your co-payment amount.
- whether or not you need a referral.
We expect payment at the time of service for office visits and procedures unless you are covered by Medicare, Worker’s Compensation or a special agency. Co-payment will be expected for HMO and IDPA as indicated by the plan. Laboratory tests will be billed at a later date. We accept cash, check, Visa, Mastercard or Discover.
You will receive an itemized statement each month for any unpaid balance on your account. As a special service to our patients, we will file primary insurance claims for you free of charge. Please bring the address of your primary and secondary insurance carriers with you to your appointment. If you are a Medicare patient, we will file your claim automatically as required by law.
If you have questions about your bill or if you are having difficulty making the payment in full please read about Financial Assistance or call our patient billing office at 217-545-4966. One of our patient account representatives will be happy to help you.