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Every day, Kim knows that she can help one more patient. Not as a care giver, although she’s also a medical assistant, but as the coordinator of the phone call center and the front desk team. Her goal is quite simple “to help any way I can to accommodate MHSI patients get their questions answered and appointments scheduled.” Each week, the phone team answers 3,000 calls, scheduling appointments for 23 doctors, 3 physician assistants and 2 nurse practitioners.Kimberly Butler

When first-time patients call, there is a lot of information to gather.  “In addition to general information, we also gather insurance information, referring physician information, the diagnosis provided by the referring physician and if it’s an auto accident or work-related accident we must have the claim number or authorization to treat the patient,” explains Ms. Butler.  That’s why each call averages 6 to 8 minutes, so it is important that when calling for an appointment, patients have this information in front of them along with an authorization from their insurance company.  

Ms. Butler explains that it’s very important that patients complete their paperwork prior to arriving for their appointment, bring their insurance card and identification, the referral from their physician and any MRI or CT reports or films (often on CDs).  “Our doctors can’t treat patients without this information, and to reschedule an appointment could mean weeks before seeing the doctor – I don’t like to see that happen,” says Ms. Butler.

As a reminder, patients receive an automated call to remind them of their appointment and to complete this paperwork. Patients can also use the online request an appointment scheduling form and receive a call within 24 business hours to confirm a date and time.  Prescription refill requests can also be made on the website –  Patients should call their pharmacy to ask if the prescription is ready, however if the prescription can not be refilled, the doctor’s nurse will call the patient back within 24 business hours. This means patients should plan ahead to get refills in time for the correct dosage. Patients may also use the patient "MY MEDICAL RECORD" to view some of their most recent test results. If you don't have access, a quick request can be made, just click here.

“We work every day to streamline our process so patient calls can be answered quickly and efficiently, and reducing wait times on-hold is our goal,” says Ms. Butler.


EXPERTISE makes the difference

Current patients can now request to schedule or change an appointment through the patient portal and request prescription refills.