Office Policies
New Patients
We are accepting new patients at this time. Please note, however, there may be periods of time when our providers are unable to take new patients. In that case, please check back with us in the future if you continue to require a primary care provider. Please refer to the payment, billing and insurance section below for more information.
To become a patient, please call us or stop by the office during normal business hours. For new patients, at your first visit we will have registration paperwork to complete - see link below to download and complete registration forms prior to your visit.
Appointments and Scheduling
We offer scheduled appointments Monday-Friday, from 7:30 a.m. through 4:00 p.m. Please call to schedule an appointment with your doctor, at your convenience.
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Same-day sick appointments will be available on a first-come, first-serve basis. Please contact us by phone so that we may accommodate your unique needs in the most timely manner.
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Telemedicine (Audio/Video) visits are available for patients within the state of Virginia, District of Columbia, and Maryland. Insurance coverage for telehealth visits varies by plan - we reserve the right to obtain payment for telehealth services up front before engaging in a call with you. In general, most plans require a video-based visit (not telephone only) to qualify for charges under telemedicine policies. For patients who request a telephone-only consultation, we will review the fees for such services outside of insurance coverage.
Medical Records
We strive to maintain the most complete and current medical record through our Electronic Health Record (EHR). All documentation and handling of protected patient information will be compliant with the Health Information Portability and Accountability Act (HIPAA). You are invited to establish secure electronic access to our office, by establishing a patient portal account. When possible, your records and results will be available through the portal system. Click the link to login to Elation Passport:
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Transfer of medical records: When establishing care with us or another doctor's office, a transfer of medical records may be necessary. Please click on the following link to download the transfer of records form and transmit to us. Please refer to fee schedule below on this page, regarding applicable charges allowable in Virginia for copies of medical records.
Payment, Fees, Billing and Insurance
Payment for services rendered is expected at the time of service. We file primary and secondary insurances as a courtesy to our patients. While we will automatically file claims on your behalf with in-network insurance plans we accept, keeping current insurance information on file with us and maintaining your insurance policy is your patient responsibility. For charges under deductible or otherwise not covered by insurance, or should your insurance coverage lapse, you will be financially responsible for services rendered in our office. Co-payments and deductibles are due at the time of service. We request that you be prepared to pay your medical charges at the time of your visit. Checks may be made payable to Marshall Family Medicine. We accept cash, as well as credit card processing. We will regularly send out statements for unpaid balances, which will be expected paid-in-full within 30 days of receipt. Please note, we reserve the right to refuse booking of future routine health appointments in the event of unpaid balances greater than 30 days after initial date of service and/or receipt of statement for balance due, until effort is made to pay the balance.
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Self-pay or fee-based (outside of insurance) services will require payment at the time of the visit. We offer a discount of 35% off charges to self-pay patients making a full payment at the time of service.
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We accept health plans from most of the major insurance providers. Please call the number on your insurance card to confirm in-network versus out-of-network benefits and coverages. Don’t see your plan on our coverage list? Call Marshall Family Medicine today and we will do our best to accommodate your situation or provide coverage answers.
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On-Call and After-Hours Services
For a true life-threatening emergency, please call 911 to seek immediate medical attention and advice.
After-hours (on-call) services to communicate with a medical professional may be available for emergency needs only, outside of our normal business hours (7:30 a.m. - 4:30 p.m. Monday-Friday). For non-emergency issues including general medical questions, refills, billing questions, cancellation or booking of appointments, please leave a message on the office answering service (540-364-8199) and it will be addressed within 24 hours on the next regular business day. For acute medical needs (e.g. acute illness, follow-up to chronic medical issues), if you feel you are not able to wait until the next available regular business day to be evaluated by a doctor, urgent care/emergency rooms of your choice are recommended when appropriate. If our doctor provides non-emergency after-hours services at your request, you may be billed fees according to our policies (see Fees page for further information).
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