Frequently Asked Questions

We provide telehealth care to patients in Illinois, Florida and North Carolina. You must be physically located in one of these states at the time of every appointment.

For more information about Florida Telehealth, please visit the Florida Health website here. 

No, you don’t need to live in one of these states, but you do need to be physically located in Illinois, Florida, or North Carolina during each of your appointments. This is required by state law because our providers are licensed in these three states. If you live elsewhere, you’re welcome to travel to one of them for your visits. If you won’t be in one of these states at the time of a scheduled appointment, it will need to be rescheduled for a time when you are.

We do not accept insurance. This enables us to maintain our care model and offer the time, access, and attention needed for our patients. Health Savings Accounts (HSA) or Flexible Savings Accounts (FSA) may be used for eligible expenses. Visits may be submitted by the patient for reimbursement under out-of-network benefits if eligible. We can provide superbills for this purpose. We have partnered with Sheer Health to assist with this process. For more information, click here. 

While we are a direct-pay practice, we are not able to accept new patients with Medicare at this time.

• When is payment due?
  • Payment must be paid in full 7 days before your visit.
  • Membership payments must be current starting 7 days prior to follow up visits. 
• How do I pay?
  • For new visits, you’ll receive a secure prepayment link by email or text within 48 business hours of booking. Payments must be made through this link. Didn’t get it? Contact us using the “Message us” secure text on our website, email us or call 919-820-8469.
  • Membership payments are collected through our membership platform, Hint Health. Need to update your payment method? Login here.
• Need to cancel or reschedule?
  • Message us on the patient portal, text us using the chat box on our website, email us or call 919-820-8469.
  • Already paid? We’ll work with you to move your payment to your rescheduled appointment date.
  • New patient appointments cancelled within 1 week of service are not eligible for refund.  
• Trouble with your payment link?
  Try using Chrome, updating your browser, and clearing your cache. Still stuck? Message us on the portal, secure text us with the chat box on our website, email us or call 919-820-8469.

We understand that life happens and plans can change. Our cancellation policy ensures your spot stays reserved for you, while also giving patients on our waitlist the chance to be seen in a timely manner.

• More than 1 week in advance: You may choose a full refund or apply your deposit toward a future appointment.
• Less than 1 week before your appointment: Your deposit may be applied toward a rescheduled visit (no refunds).
• No-shows: If you miss your appointment without notice, your payment will not be refunded.

We hope to expand to other states in the future as we grow. For now, our practice offers telehealth visits in Illinois, Florida and North Carolina. 

No, unfortunately we do not accept pediatric patients at this time. We provide care for patients age 18 years or older. 

Records may be faxed to (833) 973-5679, uploaded via patient portal, or request a secure dropbox link for large files. Please note, we do not accept mailed paper records or CDs.

To Upload via Patient Portal:

1. Log in to your patient portal.
2. Click the blue “Send a Message” button under the Messages section, and select “Start New Message”.
4. Choose a topic or select “Another Topic”.
5. Compose your message and click the “Attach” button (bottom left) to upload documents.
6. If you have multiple or large files, you may need to send them in more than one message (Max file size 10 MB).

If the files are too large to upload via the portal, please contact us for alternative options.

Please avoid sending records by email, as email security cannot be guaranteed. We strongly encourage patients to send records with one of the methods above to ensure privacy and security. 

We are able to see patients who are pregnant. Please keep in mind that some medications may not be appropriate during pregnancy, so treatment options could be limited. Patients are still welcome to be seen during their pregnancy or wait until after delivery, whatever works best for them. 

At this time, we do not offer translation services. If you are seeking care and speak another language, let us know. If we see there is demand from others as well, we will work to add this service to our practice.

Forms will be completed within 7–10 business days, if your provider determines the form is appropriate to complete. The 7–10 business days begin once we receive your form with your section already completed. If we need more information from you, or if the provider determines a visit is needed prior to completion, the timeline resets once we have everything needed. To avoid delays, please send your form at least 30 days before your deadline.