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Self Scheduling for Your Consultation
How do I know if my appointment is confirmed?
You will receive an email confirming that your Acne Concierge Consultation appointment has been confirmed. Please allow up to one business day to receive the email confirmation. If you do not receive an email confirmation one business day after you have requested for the appointment, please contact us.
I would like to schedule an appointment for today, but it is not available. What should I do?
We require appointments to be made at least 48 hours in advance. This gives you time to download the Pocket PatientTM app and complete your medical history prior to your consultation.
What do I do after I schedule an appointment?
You will receive an email confirming that your appointment has been scheduled. The same email will provide information on the next steps, and check-in instructions for your telehealth video consultation. You will receive a second email with instructions to download the Pocket Patient™ app.
Can I see a Dermatology Specialist without making an appointment?
No. We are only able to provide consultations with a scheduled appointment.
I have an urgent problem. Can I be seen sooner than what is available?
Please call our office and/or email us to provide us with more information. We will do our best to help you.
There are no available appointments when I tried to schedule one. What do I do?
Please contact us and we will add you to a waiting list or schedule you as soon as an appointment becomes available.
I tried calling your office to schedule an appointment but was not able to get through. What do I do?
We apologize that you were not able to get through. Please contact us and we will respond within one business day. Thank you.
How do I schedule a follow up appointment?
You may request for a follow up appointment through your Pocket Patient™ app, or schedule a ‘Follow Up’ appointment through our website.
I am located outside of Oregon (e.g. New York, Washington). May I use your service?
At this time, we are only licensed to provide medical consultations and prescriptions to Oregon residents. Please contact us, and we will notify you when we are licensed to provide medical consultations and prescriptions in your state. Thank you for your patience and understanding.
I am located outside of the United States (e.g. Canada). May I use your service?
At this time, we are only licensed to provide medical consultations and prescriptions to Oregon residents. Please contact us and we will notify you when we are licensed to provide medical consultations and prescriptions in your country. Thank you for your patience and understanding.
Mobile App (Pocket Patient™)
What is Pocket Patient™?
Pocket Patient™ is a secure mobile electronic medical record platform provided by Modernizing Medicine. We use this platform for your medical records and to provide telehealth video consultations. You may access your medical records, request for subsequent consultations and make payments through the Patient Portal in Pocket Patient™.
Do I have to download the Pocket Patient™ app?
Yes. Pocket Patient™ is currently the only access to your telehealth video consultation with our Dermatology Specialist.
How do I download the Pocket Patient™ app?
After your appointment is confirmed, you will receive an email from us or Modernizing Medicine with specific instructions on how to download the Pocket Patient™ app.
What if I am unable to download the Pocket Patient™ app?
Please contact us. We may be able to help you troubleshoot the process. Without the app, you will not be able to access your telehealth video consultation.
Check-In for Your Appointment
Can I check into my appointment using my desktop computer or laptop?
No. You may only check in for your appointment through the Pocket Patient™ app.
What is the check-in process?
This involves logging into your Pocket Patient™ app, and following the prompts through our terms of use and financial policy, verifying your personal and medical information and making payment (if payment has not been made).
How do I know if the check-in process is complete?
You will see an ‘I’m Here’ button. Select that button. It will inform us that you have arrived.
I have completed my check-in. What do I do next?
You may leave the Pocket PatientTM app if you have checked in early. When your provider is ready for your appointment, you will receive a text message on your phone to log back into the app. Once you log in, your telehealth video appointment will launch.
How early can I check in for my scheduled appointment?
You may check in anytime on the day of your appointment. Please check in at least 30 minutes prior to your scheduled appointment. You may leave the Pocket PatientTM app if you complete your check in early. You will receive a text message on your phone to log back into the app when your provider is ready for your appointment.
Telehealth Video Consultation
I have completed my check in early. How do I know when my consultation will start?
Your consultation is expected to start at the scheduled time. You will receive a text message asking you to return to Pocket Patient™ when your provider is ready for your consultation. Your video consultation will launch when you return to the app.
It is my appointment time, but my video consultation has not started. What do I do?
Your provider may be running a few minutes behind. We apologize for the delay. You will receive a text message asking you to return to Pocket Patient™ once your provider is ready and your telehealth video consultation is launched.
It has been more than 10 minutes past my appointment time, and my video consultation has not started. What do I do?
Please call our office as there may be a technical reason for the delay.
Payment
What does fee-for-service mean?
This means that we collect full payment for the services provided. We do not bill or work with your medical insurance for reimbursement.
What payment methods do you accept?
We accept credit and debit card payments only.
When and how do I make payment for my scheduled consultation?
You may pay for your consultation any time after you receive email confirmation of your appointment. Payment can be made using credit or debit card. You may pay through the ‘Pay Online’ link on our website, through your Patient Portal on Pocket PatientTM, or when you check-in for your appointment.
Do you accept cash, check, Paypal, Venmo, Bitcoin or other payment methods?
No, we are only able to accept credit and debit card payments. We are not able to accept other forms of payment.
Do you accept medical insurance coverage for my telehealth video consultation?
No, we do not bill or work with your medical insurance for payment or reimbursement. We accept credit and debit card payments only for the full price of the consultation. However, you may access your medical records on your Patient Portal on Pocket PatientTMand self-submit the information to your medical insurance for reimbursement. We do not guarantee that your consultation will be covered by your medical insurance.
Will my consultation be covered or reimbursed by my medical insurance?
Your consultation may not be covered or reimbursed by your medical insurance. For billing, we collect credit and debit card payments for the full price of the consultation. However, you may access your medical records on your Patient Portal on Pocket PatientTMand self-submit the information to your medical insurance for reimbursement. We do not guarantee that your consultation will be covered by your medical insurance.
My medical insurance does not reimburse the full price of my consultation. Can I receive a refund for the unpaid portion of the consultation fee?
No. We collect full payment for your consultation, and do not refund the difference between our fee and the amount that your medical insurance reimburses.
Can I make my payment prior to my scheduled consultation?
Yes. You may make your payment any time after you receive email confirmation of your appointment.
Can I make my payment after my scheduled consultation?
We prefer that you complete the payment before your scheduled consultation. You will be prompted to make your payment during the check-in process. We may cancel your appointment if payment is not received after you checked in for your consultation.
Will my appointment be cancelled if payment is not made prior to my scheduled consultation?
Yes, your appointment may be cancelled if your payment is not made during the check-in process for your consultation.
Do you collect or hold onto my credit card or debit card information?
No, we do not collect or hold onto your credit card or debit card information. All financial information is collected and held by a third party vendor through Modernizing Medicine (ModMed Pay). Even if you provide us with your credit or debit card information by phone, we enter the information directly into ModMed Pay and do not collect or hold onto your financial information.
Appointment Change or Cancellation
How do I change or cancel my appointment?
Please contact us, or send us a message through your Patient Portal on Pocket Patient™, to cancel or change your appointment. Once your appointment is cancelled, you may select ‘Schedule Appointment’ on our website to schedule a new appointment.
No Show Fee
What if I do not show for my appointment?
Please contact us or send us a message through your Patient Portal on Pocket Patient™, to cancel or change your appointment if you are not able to make it. We appreciate that very much. If you do not show for your appointment and your appointment is not cancelled prior to the scheduled time, a ‘No Show Fee’ of $100 will be charged.
Refund
I have paid for my consultation, but I have changed my mind and would like to cancel my appointment. How do I receive a refund?
Please contact us or send us a message through your Patient Portal on Pocket Patient™, and we can cancel your appointment and process a refund to your credit or debit card.
I have paid for my consultation but missed my appointment. How do I receive a refund?
Please contact us or send us a message through your Patient Portal on Pocket Patient™. If you missed your appointment without canceling or changing it, a NO SHOW FEE of $100 will be charged.
I have paid for my consultation. I was not satisfied with the service provided. How do I receive a refund?
We are sorry to hear that. Please contact us or send us a message through your Patient Portal on Pocket Patient™. We will gather your feedback and decide how to proceed.
Please use our contact form or send us a message through your Patient Portal if you have questions that are not listed in our FAQ.
