FAQ

Q: Can I make an appointment with the lab? How long will the appointment be?

A: For your convenience, we have partnered with Cleveland Heart Labs/Quest Labs now located at our office. Please allow 30 minutes for your lab draw in our office. You can contact us for your lab appointment directly. If you are not doing labs at our office, you can contact LabCorp and Quest through their online portals to schedule lab appointments. To save time you may want to set an appointment in advance. You should allow approximately 30 minutes to one hour for your lab draw at Quest or LabCorp.

If you are unsure of your insurance coverage regarding lab companies, please contact them prior to scheduling your lab appointment. You can also reference this link.

Q: Do I need to fast for my labs?

A: Yes, you should fast for 10-12 hours. Please hold your supplements 24 hours prior to your lab draw. Make sure you are well hydrated with water! If you are taking Thyroid replacement medications or any hormones, you will want to hold those the night before and the morning of your lab draw.

Q: Do I need to print out my lab orders? If so, where do I find them?

A: If you are tested at our office, we will print your lab order and prepare it for you prior to your arrival. You simply check-in for your appointment. Please be sure to bring your insurance card and photo ID. For testing outside of our office, LabCorp and Quest will have your orders on file however, we recommend you print a copy to bring with you. If you are outside the state of Kentucky, you MUST print the orders and take them with you. If you are using Vibrant and you are getting tested at AnyLabTestNow you will need to print the orders and take them with you. You can find your Lab orders under the documents section in your patient portal.

Q: How many vials of blood will the lab take?

A: We cannot estimate exactly how many vials will be drawn at the time of your visit. Based upon our typical lab draws, it could be anywhere from 30 to 60 vials, no more than what you would give if you were donating blood. If you have issues with giving blood you will want to prompt your phlebotomist at the time of the draw.

Q: Can we limit or cut down my blood orders?

A: Our physician and practioners take the time and energy to create specific orders for each individual patient. It is highly recommended that you complete the orders that they have created for you so that they can assess your specific health concerns and are able to create the most thorough Personal Transformation Plan specific to your care.

Q. When will I get my lab results?

A. Lab results typically finalize after 3-4 weeks after testing is done. The results are automatically downloaded to your patient portal section. The results are reviewed prior to your visit and if for any reason there is a critical lab result, the office will contact you. All results will be discussed at your next provider appointment.

Q: When will I get my peptide therapy order?

A: You can expect a normal delivery to arrive within 7-10 business days after your order is placed. However, holidays and inclement weather can cause unexpected delays.

Q: I received my peptide, but I need help with my injections.

A: You can call the office to request an appointment (at no charge) with our clinical staff to show you how to give yourself an injection.

Specific Instructions on how to request any medication and refills:

• Your prescription refill request
  • Effective January 29th, for all prescription medications except for peptides, you no longer need to create refill requests through the patient portal. Instead, please contact your pharmacy directly.
  • The refill button in the portal will no longer be available.
  • In order to simplify and streamline our service to you, we will handle any confirmation needs with your pharmacy directly within 2 business days.
• Your peptide refill requests and orders
  • Effective January 29th, please send a message through the portal to the “Peptide Therapy” message box. For these requests, you need to provide the following information in the message box:
    • Peptide requested - i.e. Semaglutide, CJC/Ipamorelin, Thymulin, Tirzepatide, GHK-Cu, BPC-157, etc.
    • Current dosage
    • Authorization to charge your current card on file, plus confirmation of the last four digits.
  • Within the coming months, we will further refine the way we prescribe and help you acquire peptide therapies, so that you continue to have access to the regenerative therapies that are making a difference in your life.
• We are improving our messaging process! - In reviewing the patient survey results, your frustrations with our messaging and general communication were loud and clear. That’s why we are completely shifting how you will communicate with us to ensure your message gets to the person who knows your unique situation best, and there is a timely, dedicated follow-up for each message.
  • To start, we are changing the way messaging works in the Portal. Going forward, you will type in one of the following choices:
    • Scheduling, Appointments; Peptide, Therapy; Dr. Paige’s, Assistant; Liz Brown APRN’s, Assistant; Emsella/Procedures, Infusion; Lab, Questions

How can I request and follow the status of refills for my Prescription Medications and Peptide Therapies?

• Your prescription refill requests - For all prescription medications except for peptides, you no longer need to create refill requests through the patient portal. Instead, please contact your pharmacy directly. In order to simplify and streamline our service to you, we will handle any confirmation needs with your pharmacy directly within 2 business days.
• Your peptide refill requests and orders- Please send a message through the portal to the “Peptide Therapy” message box. For these requests, you need to provide the following information in the message box:
  1. Peptide requested - i.e. Semaglutide, CJC/Ipamorelin, Thymulin, Tirzepatide, GHK-Cu, BPC-157, etc.
  2. Current dosage
  3. Authorization to charge your current card on file, plus confirmation of the last four digits.

How Can I Best and Most Quickly Communicate with the Medical Transformation Center Team for My Patient and Client Requests? You now have the following ways to efficiently get in touch with the right team to assist you with your needs. In your Patient Portal, go to messaging and select one of the following options (see image below as an example)

• Scheduling, Appointments
• Peptide, Therapy
• Dr. Paige’s, Assistant
• Liz Brown APRN’s, Assistant
• Emsella/Procedures, Infusion
• Lab, Questions"

Sending messages in this way allows us to better serve you and boosts our overall ability to answer your questions quickly and efficiently.

FOR QUESTIONS RELATED TO YOUR CARE: For anything related to your care, past visits or current plan, you will send your message to the provider that you last saw. This will route your messages directly to that provider's assistant, who will communicate with the provider to ensure you get the most specialized and individually-tailored answer. For example, if you’ve last seen Liz, your messages will go directly to her assistant. If your last visit was with Ashley, please choose the provider with whom you have or would like to have your next appointment.

FOR SCHEDULING, type “Scheduling, Appointment” or simply click “Schedule an Appointment” at the bottom left in Green.

FOR anything related to LABS, please type “Lab, Questions” and include your query in the message box.

FOR questions regarding our Regenerative Procedures, Devices and IV Therapy, please type "Emsella/Procedures, IV Infusion"

• Sending messages in this new way will allow us to better serve you, and boost our overall ability to answer your questions quickly and efficiently.
• Instead of the “Medical Questions” box, which served as a catch-all for general medical questions, we want to personalize your experience even more in 2024. Now, for anything related to your care, past visits or current plan, you will send your message to the provider that you last saw. This will route your messages directly to that provider's assistant, who will communicate with the provider to ensure you get the most specialized and individually-tailored answer.
  • For example, if you’ve last seen Liz, your messages will go directly to her assistant. If your last visit was with Ashley, please choose the provider with whom you have or would like to have your next appointment.
• For Scheduling, type “Scheduling, Appointment” or simply click “Schedule an Appointment” at the bottom left in Green.
• For anything related to Labs, please type “Lab, Questions” and include your query in the message box.
• For questions regarding our Regenerative Procedures, Devices and IV Therapy, please type "Emsella/Procedures, IV Infusion"

Q: My card on file has expired. What should I do?

A: Please enter your new card information through the secure patient portal, including Name on the card, zip code, complete account number, expiration date and CVV code from the back of the card. You may always call the office with this information if you prefer.

Q: Why can't I receive 90 days of my medications?

A: If you have an appointment scheduled in less than 90 days, your medications will be filled for the number of months to your appointment. There are times when your insurance may only allow us to fill 30 days at a time.

Q: Can I file insurance myself?

A: We do not bill, code or collect insurance. You may use your Flex Spending or Health Saving Account to help pay for the office visit and or a regenerative therapy or Regenavita order. We provide a receipt for provider services. We will be happy to write a letter of medical necessity for your therapy or Regenavita order. Insurance will not cover regenerative therapies.

Q: Why won’t my insurance company cover my compounded medications?

A: Most insurance policies do not cover compounded medications. Depending on your preference, we can order pharmaceutical alternatives, but they may not work as well as those options that are compounded.

Q: Can you help me with my lab bill?

A: It is your responsibility to know your insurance coverage for labs. However, we can assist you, only after you have followed these steps:

1. Visit Quest Diagnostics to reach out to the Quest Billing Customer Service team.
2. Click the “Contact Us” button.
3. Complete the Contact Customer Service Form with details of your inquiry. Ask for the Dx codes on the claim and any denials received from your insurance. You’ll receive a confirmation email that your inquiry was received and receive a response in 3-5 business days.
4. If further assistance is needed then you can contact the office with your inquiry response.

Q: What is the number of expected visits/labs drawn per year?

A: Most patients average 4-6 visits in their first year. This may be a combination of provider visits, education, and wellness training. Hormone Therapy and Psychostimulant Therapy for example, require 3-4 consults per year. Labs should be completed 2-3 times per year depending on your Personal Transformation Plan.

Q: What do I do if I have a question between consults?

A: For additional questions after your consult, you can contact our clinical staff or send your inquiry to our medical questions dialogue box. It will be answered by a Clinical Staff member. It will be determined if an additional appointment with a provider is your best option.

Q: What is the estimated turnaround time for requests/questions?

A: 48-72 business hours. Please note our office closes at 5 p.m. on Fridays and doesn’t reopen until 8:30 a.m. on Tuesdays.

Q: What do I do if I forget the recommendations made by my provider?

A: During your consult, you will be given a Personal Transformation Plan. This is a hard copy and it is also uploaded into your patient portal under the documents section. This is a quick reference guide for what was recommended during your consult. Please review this first and then view your office visit notes for additional details. If additional assistance is needed you may then reach out through the medical questions box through the patient portal.