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General

How do I become a patient?

There are a few ways to become a patient. You can give us a call at (860) 347-6971 and listen for the options to become a patient. You can fill out this form and someone from our team will give you a call to help you establish care. Or, you can walk into the CHC site nearest you and speak to one of our Patient Service Associates at the front desks.

How do I make an appointment?

Give us a call at (860) 347-6971, or walk into your local CHC site and speak to one of our Patient Services Associates.

Why can’t I call my doctor directly?

Very often, your doctor will be helping another patient and can’t get to the phone. We have trained Call Center Specialists and Patient Services Associates who are able to answer most questions; if they can’t, they will pass your message along to your clinical team for a response.

Do I have to be a patient to access your services?

For the most part, yes. However, you can enroll in our prenatal program even if you are not a patient. Call us at (860) 347-6971 for more information.

Do I have to be a patient to use your urgent care?

At this time, our Urgent Care hours are reserved for currently enrolled patients only. If you are a CHC patient, you can go to any of our Urgent Care sites (even ones that are not your home site).

Where do you have Urgent Care?

Currently, Urgent Care is offered at our:

  • Hartford
  • Meriden
  • Middletown
  • New Britain
  • New London
  • Stamford
  • and Waterbury sites.

If you are a CHC patient, you can go to any of our Urgent Care locations, even if it’s not your usual site.

How can I see a behavioral health provider?

You need to be an established medical patient in order to see a behavioral health provider at CHC.

How do I cancel or reschedule an appointment?

If you need to cancel or reschedule, please call us at (860) 347-6971. We ask that you call at least 24 hours in advance so that we can best help you reschedule. 

Please do not cancel via the website, Facebook/Twitter/other social media, or the Patient Portal. If you try to cancel this way, your provider will not receive the message and we will not be able to help you reschedule.

Do you do appointment reminders?

Yes! You can now receive texts from CHC to remind you of your appointment and get other wellness reminders. Give us a call to sign up today: (860) 347-6971.

If you would prefer not to receive text reminders, you will still be able to receive phone call reminders.

You use a lot of initials and abbreviations. What do they all mean?

Great questions! We put together a list of definitions hereBut if there’s ever something you don’t understand, please ask. Our team is happy to explain!

What are my rights/responsibilities as a patient?

Our Patient Rights and Responsibilities document can be found here. And you can view our Notice of Privacy Practices here.

During Your Visit

Are your facilities ADA compliant?

Yes! All of our facilities are fully accessible.

What languages do your providers speak?

Many of our providers are bi- or multi-lingual, but for those who aren’t, we offer language line services with Language Service Associates for most languages. Each site also has a sign language laptop for our patients who are hearing impaired (but if you would prefer an interpreter one can be provided with advance notice).

Where are you located?

See our full list of locations here, including information about parking.

What time should I get there?

We ask that you arrive 15 minutes before your appointment to check in.

I had a problem during my visit. Who can I talk to?

We strive to provide the best possible care to all our patients at all time, and we’re sorry if we missed the mark. You can call our number at (860) 347-6971 and ask to speak to the Operations Manager at your location.

Referrals, Prescriptions, and Lab Results

What happens if I’m referred to a specialist?

As your primary care provider (PCP), we can treat your primary care needs. Occasionally, you may need to be referred to a specialist who specializes in certain conditions for further treatment.  We will coordinate with you and with the specialist to make that process run smoothly! Many times we will use an electronic consultation (eConsult) which will get your results back faster, without the need to go to the specialist in person. If you do need to go in person, we will submit this request on your behalf and we will work with their office to make an appointment. If you have not heard from the specialist, please refer to the contact information on the letter that was sent to you from the referrals department.

My provider ordered a test, like an MRI, CT scan, or X-Ray. What do I do?

Your provider will walk you through the process of getting this test done and what needs to happen next.

How do I get a prescription refilled?

First, call your pharmacy to make sure that you do not have any active refills already available. If you don’t, the pharmacy will contact our office directly to request necessary refills.

I’m having trouble affording my prescriptions. Is there anything I can do?

Yes! There a few ways we can help you afford your prescription.

  1. We are part of the 340B Drug Discount Program. This means that we can help you get your medication at a reduced rate if you are uninsured or if your insurance doesn’t cover your medication. Ask your provider for more information!
  2. We also have a Pharmacy Assistance Program that may be able to help. Please talk to your provider about your concerns, and they can connect you with that program.
I had a lab done. How do I get my results?

If you have a patient portal account, you can get your lab results there! Log into your patient portal here or using the Healow App. Or, you will receive a call from your provider or nurse with your results. In some cases, another appointment will be required.

Medical Records and Forms

I need a copy of my medical records. What do I do?

You can request your medical records by completing a release of information request at your home site.

My child needs school paperwork/I need paperwork for my job. How do I get it?

If you’ve had a physical at CHC in the last 12 months, you can simply drop off the paperwork to your site’s PSA. Please give us 5 business days to complete it. If you have not had a physical in the last 12 months, you’ll need to schedule one with your primary care physician. Please give us a call [#] to do so.

Billing FAQ

What insurance do you accept?

We accept Medicaid, Medicare, and many commercial insurance plans. Please see this page and contact our office 860-347-6971 and we can help answer your question more specifically.

I don’t have insurance/I lost my insurance. Can I still come to CHC?

Yes! We offer a Sliding Fee Discount Program which provides reduced rates for those who qualify. If you are uninsured, our Access to Care team can help you determine your eligibility for insurance and help you apply.

I’m privately insured. Can I come to CHC?

Of course! Please give us a call to see if we accept your plan. Contact Patient Accounts at 888-270-6698 or 860-347-6971 option 6, (extension 4111)

Is there financial assistance available?

CHC uses a Sliding Fee Discount Program which provides reduced rates for those who qualify. If you’re a new patient, please give us a call at (860) 347-6971. We also offer payment plans – please contact our Patient Accounts/Billing Department at 888-270-6698 for more information.

What types of payment do you accept?

We accept cash, checks, money orders, and all major credit cards, including HSA cards.

How can I pay my bill?
    • Walk In: At every site at the front desk or when checking in at a kiosk.
    • On the phone: 888-270-6698 or 860-347-6971 option 6, or extension 4111
      Our Patient Account Representatives are available from 8am to 5pm, Monday through Friday.
    • By mail:
      • Community Health Center, Inc., PO Box 416893, Boston, MA 02241
How much do I owe for my appointment?

You should receive an account statement in the mail. Your statement will reflect any unpaid balances on your account. Questions about your account may be may be directed to Patient Accounts at 888-270-6698 or 860-347-6971 option 6, (extension 4111), M-F 8am-5pm.

I forgot to give someone my insurance information during my appointment. What do I do?

You should call Patient Accounts at 888-270-6698 or 860-347-6971 option 6, (extension 4111) as soon as possible. In order to prevent the denial of your visit or other issues filing the claim with your insurance plan, it is important that you contact us immediately.

Why didn’t my insurance pay?

You should have received an Explanation of Benefits (EOB) from your insurance company in the mail, showing how they paid or denied your claim. This EOB should have a contact telephone number or web site where you can reach your insurance company for questions. Please contact your insurance company or benefits office with questions about denied claims.

Who is responsible for paying my bill?

As a courtesy to our patients, CHC will bill the insurance company directly, if we are participating with your company.  Patients are ultimately responsible to make sure that their bill is paid. You are sent notices called Explanation of Benefits from your insurance company that explain what services were paid, denied and what will be your responsibility. If a balance remains after your insurance has issued a payment or a denial, payment is due upon receipt of your statement.  If your account is not paid in full or you do not have a payment plan, your account may be reviewed for further collections action from a third party.

Was my correct insurance billed?

Questions about your account may be may be directed to Patient Accounts at 888-270-6698 or 860-347-6971 option 6, (extension 4111), M-F 8am-5pm.

Will you bill my primary and secondary insurance?

You will need to provide us with complete primary and secondary insurance information.  As a courtesy to our patients, CHC submits bills to your insurance. However, it may become necessary for you to contact your insurance company or supply additional information to them for claims processing requirements or to expedite payment.

What is a co-payment/co-pay?

A co-payment or “co-pay” is a set amount paid at the time of each visit. The amount is set by your insurance policy. You as a patient should be aware of the required co-payment amounts prior to your visit. You can call your insurance company for further details, the number should be on the back on your insurance card.

What is a deductible?

Deductibles are a set yearly amount that you must pay before your insurance benefits begin.  For example, if a patient’s policy contains a $500 deductible, the patient must accumulate and pay $500 out of pocket before their insurance carrier will pay benefits. Once the patient has met their deductible, the insurance usually pays a percentage of the bill. Patients are responsible for the unpaid percentage.

What is co-insurance?

Co-insurance is a form of cost-sharing. After your deductible has been met, the insurance plan will begin paying a percentage of your bills. The remaining amount, known as co-insurance, is the portion due by the patient.

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