FAQs

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Group_Female_1.jpgQ. What are your hours of operation?
A. We are open Monday through Friday from 8:00 a.m. until 5:00 p.m. We are also open on Saturday from 9:00 a.m. until 12:00 p.m. for urgent care/same day appointments. The office is closed until 9:00 a.m. on the 3rd Wednesday of every month for staff development and training.

Q. Do you have information about signing up and using the Hill Country Medical Associates patient portal?
A. You must be a current patient at Hill Country Medical Associates in order to create a portal account. This is done by invite only. You can request a patient portal account by calling our office and asking the operator to send a portal invitation, or by stopping by the front desk and asking them to send an invitation. Please keep in mind in order to create an account we will need you to provide us with a valid email address to send the invitation.

Q. What do I do if I need assistance after hours?
A. We have a physician on-call for urgent health care concerns after normal business hours. You can contact our answering service by calling our main number at 830-625-0305 or by calling our medical exchange at 830-608-3422. A $15 fee may be assessed for after hours care requiring diagnosis and treatment of your medical condition. We will not refill controlled substances after hours.

Q. How do I request refills/renewals of my prescriptions?
A. The preferred method is to contact your pharmacy and request that they submit your refill/renewal to your physician. Most pharmacies can send the request electronically, which provides the quickest, most accurate transmission of your request. Our physicians will make every effort to respond to your request within one (1) business day, but we ask that you submit your request at least three (3) business days before you run out of your medication in case there are any problems or questions regarding your request. You may also submit your request via your Patient Portal account and using the “Refill Medication” option.

The physicians of Hill Country Medical Associates, in conjunction with recommendations from medical societies, your insurance company, and governmental health agencies, generally will require that you be seen at least annually if you are on long-term use of medications for your health condition. Some medical conditions require more frequent follow-up to ensure appropriate monitoring of your health. A list of follow-up recommendations is located in each exam room. Plan in advance to ensure that you are able to see your physician prior to running out of medication.

Q. What should I bring to my appointment?
A. New patients should go to the "Forms for New Patients" section on the Patient Forms page of our website to download and complete the new patient forms and the medical history form.

All patients need to bring their insurance card, driver's license (if applicable), all medications (prescription and over-the-counter), and any co-payment, deductible, or co-insurance required at the time of the visit.

Q. How can I obtain a copy of my medical records?
A. A medical records release form must be completed prior to the release of your medical information. The form is available on our Patient Forms . There is a minimum charge of $25 for personal copies of your medical records. There is no charge for a direct transfer of your records to another physician's office. Requests will normally be processed in 10 - 14 days. However, we make every effort to complete the request as soon as possible. You may direct your questions to our Medical Records staff at (830) 625-0305, Option 2.

Q. Why do you ask to see my insurance card at every visit?
A. Your insurance card provides information necessary to submit claims to your insurance company, such as member number, effective date, group number, billing address, co-pay or deductible amounts and more. Once your information is in our system, we need to review your information at each subsequent visit for any changes. You may continue with the same insurance company from year to year, but information on those cards can change. By reviewing your cards information at each visit, we can reduce errors and limit the chance of sending you a bill due to incorrect insurance information.

Q. Will I be charged for a missed appointment?
A. It is important to remember that each appointment you miss takes a slot that could have been available for another patient. If you are unable to make your appointment, as a courtesy to other patients, we ask that you please contact us at least 24 hours in advance to reschedule your appointment. In light of this, we will assess a $25 missed appointment fee if you do not show for your appointment and have not called to cancel.

Q. Can I have you bill me for my co-pay?
A. As with most medical practices, we require payment at the time of your appointment. Your insurance company also expects you to pay your co-pay at the time of service. Please do not expect or ask us to send a statement, as the cost to send a statement is often as much as the actual co-pay amount. This cost is not reimbursed by the insurance company. We appreciate your cooperation in this matter.

Q. Are you accepting new patients?
A. We have limited ability to accept new patients at this time. Our physicians have been practicing in New Braunfels for many years and each has a large panel of patients. We continually monitor our capacity to accept new patients and will evaluate requests based on each physician's ability to open their panel to additional patients.

Q. Can I use e-mail to correspond with my physician?
A. Because of the variations in physicians' schedules with regard to days worked, hospital coverage, vacation, and holidays, it is difficult to provide consistent and appropriate follow-up via e- mail. If you have questions for your physician, please contact them by calling our main number at (830) 625-0305, Option 4 and leave a message with our operators. Your message will be reviewed by your regular physician or our on-call provider, if your physician is out of the office. Following their review, an appropriate response will come either from the physician or a member of our nursing staff.

Q. What is a "Preventive Health" visit?
A. Even if you feel fine, it is recommended that you have regular preventive health visits (often called a physical exam, annual exam, annual check-up, or health maintenance visit). Seeing a health care professional when you’re feeling healthy allows them to establish a baseline assessment of your health, as well as determine if there are any underlying conditions you may not be aware exist. During these visits, our health care team will review your personal and family health history, screen for diseases, assess risk of future medical problems, update vaccinations, perform a head-to-toe exam and recommend healthy lifestyle choices. Your family health history (mother, father, grandparents, etc.) is one of the best predictors of your own potential personal health risks, so knowing as much as possible about your family’s health history will allow us to tailor your visit to your specific needs.

Q. If I need to be hospitalized, who will coordinate my care during my stay?
A. Hill Country Medical Associates doctors participate with the Hospitalist programs at Christus Santa Rosa - New Braunfels. If you are admitted to the hospital, a staff of highly trained physicians, called hospitalists, will coordinate your care. These hospitalist physicians will keep your Hill Country Medical Associates doctor informed of your condition and outcomes pertaining to your hospital stay to assure continuity of care.

Q. If I get injured at work, will my doctor be able to see me?
A. The short answer is no, and here is why. If you are injured at work, typically your employer carries Workers’ Comp insurance to cover your medical expenses and in some cases covers a portion of lost wages during the time you are unable to work due to your injury. In many cases, your employer has contracted with a physician or group who specializes in work related injuries. These providers have received certification in the administration of Workers’ Comp cases that will protect your rights as an employee with job related injuries. Since the physicians at Hill Country Medical Associates are not certified Worker's Comp providers, you could lose some or all of the benefits you are entitled to under Workers’ Comp law.

If you are injured on the job, unless it is an emergency, you need to contact your employer to see if you are covered and if they require you to see a specific provider. Ask them for the name of your Workers’ Comp insurance company and the policy number and find out where you should go for care. If they do not have a contract with a specific provider, there are at least two providers in New Braunfels that specialize in Workers’ Comp care (see below). They also know which specialist in town can provide follow-up treatment for specific injuries.

Please understand that it is not that we do not want to care for you, but we do want to protect your best interest. You have certain benefits as an employee and if we were to take care of you for your work related injury, you would lose those benefits. Even if your employer does not carry Workers’ Comp coverage, we would recommend seeing one of the providers below as they can guide you through the process of returning you to good health and get you back to work. We will still continue to provide you with all of your other health care needs that are not related to your workplace injury.

Workers' Comp Providers in New Braunfels

Texas Med Clinic
958 IH 35N
New Braunfels, TX 78130
Phone: 830-606-5533

Promptu Immediate Care (by HEB on Loop 337/Hwy. 46)
1659 State Hwy. 46 West, Suite 160
New Braunfels, TX 78132
Phone: 830-387-4991

*Promptu Immediate Care will see Workers ‘Comp cases of contracted employers only.

For more information on Workers' Comp, click on the links below:

Link to Texas Department of Insurance Worker’s Comp website:

http://www.tdi.texas.gov/wc/employee/index.html

Worker’ Comp Brochure:

http://www.tdi.texas.gov/wc/hcprovider/documents/finddoce.pdf