Policies

Appointments & Cancellations

Your time is important, and so is ours! If you need to change or cancel an appointment, we kindly ask for at least 24 hours’ notice. This allows us to offer that time to another patient who may be waiting. Late cancellations or missed appointments will be charged a $50 fee for a medical visit and $100 for a cosmetic or surgical visit.

New Patient Appointment Scheduling

When scheduling an appointment, we do require your insurance information and a credit card to be kept on file. Your credit card will not be charged unless you fail to cancel your appointment or leave us a cancellation message. Your new patient paperwork will be completed through your patient portal account which we will send a link for when setting up your appointment. You will also receive a text from our Klara messaging app that will include the information for your appointment and any required forms that need to be signed. We offer the Klara app for convenient secure messaging to our practice. You can text us at 910-996-5927 with any questions or concerns. We also offer online scheduling for your convenience.

Steps to provide your electronic new patient information:

• Follow the link sent to your email to create a patient portal account. This link will expire in 72 hours.
• Your email address will be your user name unless you were told otherwise.
• Click the “forgot password” link and create a new password.
• Once you create your portal account, find the “My Health” section and complete this information.
• You will also receive a text from our Klara secure messaging system that will include this information and your appointment date and time. This will also allow you to upload a copy of your ID and insurance card. You will also need to sign the four forms electronically in this text message. They include the HIPAA consent, Financial Policy, General Consent and HIPAA Release of Information Authorization.
• We highly recommend that these steps be completed prior to your appointment. If this is not possible for any reason, you will need to arrive 30 minutes prior to your appointment time or we may need to reschedule your appointment.

Cosmetic Consultations

All cosmetic consultations require a $200 consultation fee upon scheduling. This consultation fee will be applied to any cosmetic service or product purchased at the time of the visit or scheduled in the future. Arrival Time We recommend arriving 10-15 minutes early to allow time for check-in and any updates to your health information. Running a little late? Give us a call — we’ll do our best to accommodate you but if you arrive later than 15 minutes, we may need to reschedule your appointment.

Insurance & Payment

We accept most major insurance plans, and our team is happy to help you understand your coverage. We always advise that you check with your particular insurance company to make sure that we are in-network. If your filed claim results in out-of-network charges, we will adjust your patient liability to our self-pay fee schedule. Co-pays and any non-covered services are due at the time of your visit. For any insurance plan that has a deductible for services, we will set up autopay on the card of your choice (a debit, credit or HSA card). Please bring that card to your appointment. With the autopay setup, we will file your insurance first and then notify you by email 2 weeks before any patient responsibility is charged to your autopay card. If you ever have questions about your bill, just reach out — we’re happy to help.

Payment for remaining balances can be done through your patient portal; through the text received from Klara or by calling our office.

Prescription Refills

For refill requests, please contact your pharmacy first to check if you have any remaining refills. Please allow 24-48 hours for processing. If you are out of refills or requesting a change to your medication or need a follow-up, an appointment may be necessary. Please note, your insurance company may require a prior authorization which may take up to a week to process. Contact us through our secure messaging system, Klara (text 910-906-5927) if you encounter any issues with your prescriptions.

Accommodations for Special Needs

Our office is committed to providing an inclusive and accessible environment for all patients. If you or your family member has special needs—whether physical, sensory, or communication-related—please let our staff know in advance so we can make appropriate accommodations. We are happy to assist with wheelchair accessibility, mobility support, service animals, translation services, or other individualized needs to help ensure your visit is as comfortable and seamless as possible.

Your Privacy Matters

Your health information is private, and protecting it is a top priority for us. We follow all HIPAA guidelines to ensure your personal information is handled with care and confidentiality.

Creating a Comfortable Space

We’re dedicated to maintaining a welcoming, respectful environment for all of our patients and staff. Kindness is key! We ask that everyone treat one another with courtesy during their time in our office.

Questions? We’re Here for You!

If you’re ever unsure about a policy or need help with anything before your visit, please don’t hesitate to
reach out.
📞 Call us: 919-617-0717 📧 Email us: info@noorderm.com
💻 Visit our Patient Portal: noorderm.ema.md