Internal Medicine Policies

Appointments

Please call for an appointment, and if you are a new patient, please plan to arrive at least 15 minutes prior to your appointment so that our receptionist can fully register you. In order to save time, and streamline the registration process, we encourage new patients to download Dr. Felber's forms and complete them prior to arriving at her office.

In addition to the forms listed above, please bring the following with you to your appointment:

  • Your insurance card, driver's license or other photo ID, and social security number
  • Any lab test results and copies of medical records you may have.
  • A referral from your insurance plan if required
  • A list of your current medications with dosage
  • Any questions you may have

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Telephone Messages

Dr. Felber's telephone lines are open throughout the day, Monday through Friday.  Dr. Felber's  nurse is available between 8:00 am and 3:00 pm to answer your urgent medical questions.  Calls will be triaged and answered in order of medical priority that day. When leaving a message, please include your name, date of birth, and a phone number where Dr. Felber's nurse can leave a detailed message with medical information. 

IF AT ANY TIME YOU FEEL THAT YOUR QUESTION MAY BE A MEDICAL EMERGENCY, CALL 911 OR GO DIRECTLY TO THE NEAREST HOSPITAL EMERGENCY ROOM. PLEASE DO NOT CALL THE OFFICE OR LEAVE A MESSAGE ON VOICE MAIL.

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After Hours Calls

After hours, Dr. Felber's phones are answered by her answering service, and they will page her when appropriate. Please limit your after hours calls to medically urgent calls only. If you are expecting a return call from Dr. Felber or her nurse, and you have call blocking on your telephone, please UNBLOCK your phone. Neither Dr. Felber's nurse nor Dr. Felber can return calls to blocked lines.

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Prescription Refills

Prescription refills will be processed for Established Patients ONLY who have been seen within the past 12 months. If you need a refill, please call your pharmacy and ask them to fax a refill request to the office to 630-655-3270, noting clearly that the refill is for a patient of Dr. Felber's. If Dr. Felber approves the refill after reviewing your chart, her nurse will notify your pharmacy within 24 hours of receipt of your request.

Please monitor your medication supply carefully to avoid an emergent situation. We appreciate adequate notice and sufficient time to properly process your refill requests.

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Test Results

Dr. Felber’s staff will notify you in writing or by telephone message of normal test results, according to the preferences you indicated on your HIPAA form that you completed upon registration.  Please be aware that it may take up to one week for us to receive your laboratory or radiology results, and from 10 to 14 days for us to receive pap smear results. If you are concerned about your results, you may call Dr. Felber’s medical assistant to check on the status of your results.  Please be sure to leave all of the pertinent information on the voice mail message including the date and location of your laboratory test so as to expedite retrieval of your results. Should you have an abnormal result, your provider will call you to explain them.

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Financial Policy

We send monthly statements to inform our patients of any balances due, and we also remind patients of money due when they call to schedule appointments and when we call to confirm appointments. We expect that patient due balances will be paid upon receipt of our statement, or at the next visit. In order to make it easier for our patients, we accept cash, checks, money orders, VISA, Master Card, and Discover. All may be given as payment at the front desk or sent with statements.

For Self-Pay Patients: We expect payment at the time of treatment for patients who have no insurance coverage. We will do our best to give patients an estimate of the charges the day ahead of their visit when we call to confirm their appointment. Before visits, we will expect payment of the actual charges by one of the methods listed above. For large balances we will work with our patients to develop a payment plan. Please call our office and ask to speak with our billing specialists.

For Insurance Patients: We require that patients bring their insurance card with them to each appointment in our office so that we can be sure that we have correct insurance information on file, and we will scan it into our system if necessary. As a courtesy to our patients, we will file a claim with their primary and secondary plans. Also, if the plan has a copay, we expect payment when upon registration for visits. When primary and secondary plans have paid their portion of the charge, the remainder will become the patient's balance and will be indicated on the statement patients receive from our office.

While our billing professionals will do all they can to help our patients in communicating and negotiating with their insurance plan, we must inform you that any question regarding coverage, benefits, or payment for services provided, is your responsibility to resolve.

Any balance on a patient account, for any covered or non-covered service, that is 30 days old, will be considered due, and is the patient's responsibility to pay. Any balance on an account that is greater than 30 days old is considered past due. It is our policy to send two statements (at 30 and 60 days) and make one phone call to patients before taking further action on their account. In the event an account is placed with an agency for collection purposes, the patient will be responsible for all collection agency fees (up to 35% of the balance placed for collection). In addition, the patient will be responsible for all court costs, filing fees, and attorney fees should this account require litigation.

For Surgical Procedures and Maternity Care: we will help our patients communicate with their plan to learn of their payment, and then arrange a payment plan for their portion of the charges.

For Medicare Patients: As a courtesy to our Medicare patients, we submit claims electronically to Medicare on a regular basis and also submit to Medigap (secondary) coverage. We require that patients bring their Medicare and Medigap cards with them to each appointment.

Questions regarding this financial policy should be directed to the Practice Administrator at: 630-654-2229 x 12. 

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Medical Records

Dr. Felber will release copies of patient's medical records in accordance with the provisions in Illinois law and with the national HIPAA regulations. This means that patients requesting copies of their medical records must fully complete the form below and send or bring it to the receptionist at the office of Dr. Susan Felber, 545 Plainfield Road, Suite C, Willowbrook, IL 60527. The form may also be faxed to her office at 630-655-3270.

Download the Medical Records Release Form

Please note that separate signatures are required on some of the types of records that can be released. Without a signature, we cannot release that information.
Please also note that a fee will be charged for release of medical records depending on the number of pages that must be copied. This fee is allowed by law to cover the expense of copying the records.

Please allow at least two weeks to copy and prepare records for release. Dr. Felber's office staff will call patients requesting records to inform them of the charges and to let them know that the records are ready for pick up or to be mailed. If we mail records, we must receive payment before they are sent.

If you have any questions about your medical records, or about our policy for copies of them, please call Dr. Felber's office at 630-654-2229 and ask to speak with the Practice Administrator.

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