Frequently Asked Questions

We have answers to the community's frequently asked questions.

1

How do I become a patient?

Osceola Community Health Services operates 10 clinics in 4 communities; to schedule an appointment as a new or existing patient, please follow these steps:

     Step 1: Contact our Call Center to schedule an appointment. They are open Monday through Friday from 8:00 AM until 5:00 PM

     Step 2: If you are uninsured, the Call Center agent will schedule a financial eligibility appointment and a medical or dental appointment for you

  • All patients have the right to select their Primary Care Medical Home (PCMH) including the provider they wish to see for medical care
  • For those clinics with multiple providers and multiple locations, the Call Center will provide the patient a choice of selecting both the provider and location, based on their insurance coverage and preference.  In order to make a selection, the patient will be given a list of providers, their specialty and clinical locations
  • All new patients or patients who have not received an updated financial rating in one year or more, are required to complete the financial eligibility visit prior to their medical or dental appointment
2

What if I am uninsured?

We offer our services on a sliding fee scale based on household size and income. You will need to schedule a financial appointment to determine eligibility. To schedule an appointment please call 407-943-8600. You will need to bring with you the following documentation:

  1. Valid photo ID
  2. Proof of address
  3. Proof of income for the past two months
3

What insurances do you accept?

Medical insurances:
Amerigroup (Medicaid HMO) in the process of merging with Simply
Avmed (Commercial)
BCBS (Commercial PPO/HMO)
Healthease (Medicaid HMO)
Prestige (Medicaid HMO)
Simply Health Plans (Medicaid HMO)
Sunshine (Medicaid HMO, ACA)
Molina (Medicaid HMO, ACA)
Humana (Commercial PPO, EPO, Medicare PPO, Traditional, Premier HMO, ACA)
Staywell (Medicaid HMO)
Wellcare (Medicare HMO)
United Healthcare (Commercial)
United Healthcare (Medicaid HMO)
Polk Healthcare Plan (Polk County residents)
CarePlus (Medicare HMO)
Cigna (POS, PPO)
Tricare (Standard, Extra and Reserve Select) (We do NOT accept Prime)

Dental Insurances:
Dentaquest
MCNA
Dental Health and Wellness
Liberty
UHC

Note: We continually review, edit this list. If your insurance company is not listed, please call us at 407-843-8600.

4

What is your appointment policy?

We have Open Access Scheduling which is a patient-friendly system that allow clients/patients to schedule appointments in a timely manner. Our goal is to schedule the clients/patients within one to two days of their appointment request, at a time that is both convenient for the clients/patients and the provider. At the end of each visit, providers will determine whether a follow-up visit is required or not.

If a follow-up visit is required, then the provider will recommend an approximate date for the clients/patients next visit. If the provider wants the patient to return within 30 days, patients need to call the centralized scheduling department two days prior to the recommended time by the provider.

If the recommended return date is beyond 30 days, we will direct the patient to call to schedule an appointment based on the type of visit they will need.

For physicals or new patient’s appointments, can be scheduled within 30 days from the day the patient calls.

6

What do I need to bring to my first visit?

Any time you go to see a doctor, there are a few things you should bring:

  • Your insurance card
  • A valid photo ID
  • A list of all medications you are currently taking, including prescriptions, over-the-counter drugs, vitamins & supplements. (You may bring the containers with you instead of a list)
  • The name and address of the pharmacy where you usually get your medications

If you're seeing a doctor for the first time, you'll want to bring some additional information:

  • Your medical history
  • A list of specialists you've seen
  • Any questions you may have
5

Is my information safe in the Patient Portal?

Yes, The Osceola Community Health Services is pleased and honored to maintain the security of patient confidentiality.

7

What can I expect at the first appointment?

Our registration staff will ask you to fill out the registration and health history form. These questions are the initial part of the examination and provide us with essential information about you and your medical history. Your address, e-mail and phone number are very important in case we need to get in touch with you. Information concerning your occupation, age, etc., is similarly important because it may have an impact on your current health status. Additionally, this information is required by insurance networks to insure payment reimbursement. We also ask about language, hearing or vision barriers to allow us to better communicate with you. All information given to us is confidential.

Your first appointment may be for an acute medical condition where most likely you will just discuss that particular problem, or your first appointment may be to establish care as a new patient.

Be prepared to discuss some or all the following:

  • Current and past medical history
  • Surgical history
  • Social, (i.e. tobacco use)
  • Sexual history
  • Medications and medication allergies
  • Health maintenance history:
  1. Pap smears
  2. Mammogram
  3. Colonoscopy
  4. Bone density
  5. Vaccine history, etc.

This information is crucial for your doctor so that she/he can provide you with the best care possible.

11

Do you have an on-site pharmacy?

Yes, in our Stadium Place location at 1503 Bill Back Boulevard. For prescription mail and/or delivery services, please inquire within the pharmacy department.
10

I received a bill and have questions about it. Who can I call for assistance?

Please email our billing department: billing@osceolahealthcare.org or call the office at 407-943-8600 during regular office hours Monday through Friday 8:00 AM through 5:00 PM and they will be ready to help you.

For your convenience, you may call our main phone number and select the option for billing that is available in our phone tree.

9

What should I do if the office is closed?

We provide our patients with 24 hours / 7 day coverage. There is always a physician on-call who can be reached through our main clinic number. After office hours and on weekends, our telephone is answered by our answering service, which in turn, relays the message promptly to the physician on call for emergencies. This may not be your usual physician, so be prepared to answer some health history questions for the physician on-call.

It is important that you keep your line free so that the physician can reach you easily. If you have not been contacted within a 20-minute time frame, please feel free to call back.

If you feel your condition is truly a critical emergency, please call 9-1-1.

8

What should I do if I miss my appointment?

Please contact our Call Center during regular office hours, Monday through Friday, 8:00 AM through 5:00 PM and explain that you have missed your appointment and discuss rescheduling the appointment.

Please keep in mind that this will appear as a “No Show” appointment unless notification of cancellation occurs within 24 hours prior to your appointment.

13

How do I become a Board Member?

As a Federally Qualified Health Center (FQHC), Osceola Community Health Services Board of Directors is continuously recruiting patients including parents or grandparents of patients who are currently receiving health care services from our community health centers. The ideas and insight of those who use the services of the health centers provide invaluable contributions to the overall success.

If you or a family member is an active patient in one of our health centers, and would like to explore the possibility of joining our Board, please email us at: magaly.cruz@osceolaheathcare.org

12

How do I get a refill on my prescription?

Prescription refills are completed during regular office visits whenever possible. But if for some reason you need to get more refills on your prescription, your doctor must be contacted in one of two ways:

  1. By the patient, patients’ parent/guardian and/or patient caregiver
  2. By your pharmacy

The easiest way to get a refill on your prescription is just to call the refill in to the pharmacy you use. In most cases, if you are out of refills, the pharmacy will contact the prescriber for refills on your behalf. We recommend patients allow 1-2 days for this process to occur. Then simply call the pharmacy back and see if the refill is ready. Always call the pharmacy back before actually going to the pharmacy to pick up your prescription that was previously out of refills. Although your pharmacy may have contacted your doctor there may be many reasons why the doctor has not called in your refill yet. Save yourself some time, and make a call. Some possible reasons why a physician may not routinely authorize a refill on your prescription:

  • You don't need it. Some prescriptions, like antibiotics, are intended for one-time treatment. Others are intended for short term therapy only
  • You need an appointment because the condition you are being treated for needs monitoring. Essentially every major condition and/or disease will change over the course of a patient's life. This needs to be considered and sometimes the prescription needs to be changed as a result
  • You are misusing it. If your doctor writes a prescription intended to last for 6 months, and it is gone in 3 months, something is wrong
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