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University Family Physicians
Home / Patient Tools / FAQs


The following is a list of our most frequently asked questions.

Why do I need to show my insurance card every time that I come to the office?

We want to keep you satisfied as a patient. By presenting your card at every visit, we can make certain that the information is still correct in our computer system before the claim is sent to the insurance company. Obtaining payment on a claim can be very difficult to resolve with incorrect billing information. Most businesses change insurance carriers annually and the change is not always in January. Sometimes only the group number will change and the remainder of the information stays the same. Something this simple can cause a denial of your claim. We want to ensure that you receive your insurance benefits.

What if I become ill after hours, on a weekend, or holiday?

Urgent care services are available seven days a week. Call 704-510-8000 for hours.

How do I have my medical records sent to another practice?

To release records to a specialist or another practice, we need your written permission. We have forms in the office for that purpose. The process of transferring records is time consuming, and we ask for two weeks to complete the transfer. There is a charge associated with the transferring of records. Please speak with a medical records specialist for details.

What if I have a question after hours?

Our after hours phone system is focused on dealing with urgent health problems. Refills, appointments, billing questions, etc. cannot be handled by our doctors and we ask that you call the office the next business day for these issues.

What if I have an emergency?

If you have a life threatening emergency, call 911.

How do I request a prescription refill?

Contact your pharmacy and they will contact our office with the information. Please allow two business days for refill requests.

What if I have Medicare?

Beginning January 1, 2011, Novant Health facilities will only be accepting the following plans: *Original Medicare (Medicare Part B) *AARP MedicareComplete Plus (HMO-POS) *Aetna Medicare Open Plan (PFFS) *Aetna Medicare Plan (HMO and PPO) *Blue Medicare HMO *Blue Medicare HMO Standard (HMO) *Blue Medicare PPO *Railroad Medicare *Today's Options PFFS *Today's Options PPO.

Click here for a full list of accepted insurance.