FAQ

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Self Scheduling for Your Consultation

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.

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.

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.

No. We are only able to provide consultations with a scheduled appointment.

Please call our office and/or email us to provide us with more information. We will do our best to help you.

Please contact us and we will add you to a waiting list or schedule you as soon as an appointment becomes available.

We apologize that you were not able to get through. Please contact us and we will respond within one business day. Thank you.

You may request for a follow up appointment through your Pocket Patient™ app, or schedule a ‘Follow Up’ appointment through our website.

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.

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™)

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™.

Yes. Pocket Patient™ is currently the only access to your telehealth video consultation with our Dermatology Specialist.

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.

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

No. You may only check in for your appointment through the Pocket Patient™ app.

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).

You will see an ‘I’m Here’ button. Select that button. It will inform us that you have arrived.

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.

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

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.

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.

Payment

This means that we collect full payment for the services provided. We do not bill or work with your medical insurance for reimbursement. 

We accept credit and debit card payments only.

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.

No, we are only able to accept credit and debit card payments. We are not able to accept other forms of payment.

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.

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.

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.

Yes. You may make your payment any time after you receive email confirmation of your appointment.

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.

Yes, your appointment may be cancelled if your payment is not made during the check-in process for your consultation.

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

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

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

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.

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.

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.

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