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972-250-5700

Plano Orthopedic & Sports Medicine Center

FAQ

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You have frequently asked questions, FAQ, we have answers. Select a category below for more information, or contact us if you have a question not listed below:

 

Insurance FAQBilling FAQGeneral FAQEmergencies FAQMedical Records FAQMedication FAQ
Why do you ask for my social security number?

Your social security number along with your personal information is used to verify your identity with your insurance company and will be used to identify you in the event your account is sent to collections. Please know that Plano Orthopedic takes your privacy very seriously:

-We do not sell patient information or provide patient information outside Plano Orthopedic for marketing purposes.
-A statement from Carolyn Cheezum of the Social Security Administration: There is no law prohibiting a business from asking for your Social Security number
-You have the right to refuse to give us your social security number, but the physician has the right to refuse service also.

The policy of requesting your social security number is based on requirements from collection agencies and insurance companies. When they no longer require a person’s Social Security number for identification, we will no longer need to collect them.

I have been in a motor vehicle accident. I have group insurance through my employer, will you see me for my medical care?
Yes, a physician can see you. However, the physician’s office is relying on a third party (your insurance company) to be financially accountable for a portion of your expenses. Therefore, we are requesting that the patient become involved at the onset of their care to ensure that all insurance claims are processed correctly and timely and you, the patient, understand your financial responsibilities. We ask that the patient call both their group insurance carrier (first) and then their accident (auto/home) insurance company. Accurately state the nature of the accident to your group insurance company and ask for a written determination of coverage. (This might be called a subrogation form). If your group insurance policy will pay for the medical expenses, then the physician will need a copy of this letter or subrogation form too so that coverage can be confirmed. Without this subrogation form the patient will be responsible for payment.
Will you file a claim with my insurance company, or is it my responsibility?
We will file the primary insurance claim for you, if we are under contract with your insurance company. However, we do not file claims for your secondary insurance providers.
Do the physicians at Plano Orthopedics accept any Medicare Advantage Plans?
At this time, we are not able to see patients on any Medicare replacement plans. We suggest you call your plan to determine which physicians are participating.
I have contacted my insurance carrier and they do not show Plano Therapy Center or Allen Therapy Center as an in-network provider, what should I do?
You will need to state your Plano Orthopedic treating physician as the In-Network provider and this will include our therapist in your network. If your Plano Orthopedic physician is In-Network with your insurance then we assure you our therapy centers are also. Please contact our therapy center if you have any additional questions
Do you accept payment from my HRA or HSA account?
Plano Orthopedics will accept payment from HRA or HSA accounts as long as a debit card is provided at the time of service. If no debit card associated with your insurance plan is provided we will have to accept personal payment and ask that you seek reimbursement yourself through your insurance company as it is more complex and difficult for Plano Orthopedics to receive payment.
What payment methods do you accept?
Visa, MasterCard, American Express, Discover Card, Cash and Personal Checks.
Why do you ask for my social security number?

Your social security number along with your personal information is used to verify your identity with your insurance company and will be used to identify you in the event your account is sent to collections. Please know that Plano Orthopedic takes your privacy very seriously:

  • We do not sell patient information or provide patient information outside Plano Orthopedic for marketing purposes.
  • A statement from Carolyn Cheezum of the Social Security Administration: There is no law prohibiting a business from asking for your Social Security number
  • You have the right to refuse to give us your social security number, but the physician has the right to refuse service also.

The policy of requesting your social security number is based on requirements from collection agencies and insurance companies. When they no longer require a person’s Social Security number for identification, we will no longer need to collect them.

Do you accept payment from my HRA or HSA account?
Plano Orthopedics will accept payment from HRA or HSA accounts as long as a debit card is provided at the time of service. If no debit card associated with your insurance plan is provided we will have to accept personal payment and ask that you seek reimbursement yourself through your insurance company as it is more complex and difficult for Plano Orthopedics to receive payment.
Where are you located?
5228 Plano Parkway Plano, TX 75093. Click here for directions.
Do you have a wheelchair to help me from the car to the office or vice versa?
Yes
Is there anyone in the office who is bilingual?
Yes, both English and Spanish are spoken in our office.
What is the age range of patients you see?
Infants to Seniors
Are you seeing new patients? How soon can I be seen?
Yes we are accepting new patients. In fact, in most cases an individual with an acute injury will be appointed within 24 hours.
Where should I park? Do I need money for parking?
There is parking available all around our building and it is complimentary.
What will Plano Orthopedics do to reduce the risk of identity theft?
Plano Orthopedic requires a copy of a picture ID for each patient; this is used to confirm the patient’s identity and is kept in a secure protected environment for Plano Orthopedic’s use only. Plano Orthopedic has security policies in place to ensure that your data is safe from exposure or release to other parties. Our staff is trained in patient privacy, committed to protecting your information and on the alert for suspicious activity.
If I have a question after I leave my appointment, do you have a Certified Physician Assistant on call?
Yes. There is a certified physician assistant on call 24 hours a day, 7 days a week. A certified physician assistant, or PA-C, is a health professional licensed by the state or certified by a federal employer to practice medicine with the supervision of a physician. PA’s provide a broad range of medical and surgical services. As part of the physician/PA team, PA’s diagnose and treat illnesses and injuries and can exercise a degree of autonomy in their decisions.
Do you charge for a no show appointment?
No, but we do ask that you do everything possible to notify us ahead of time so that we may make the time slot available for other patients.
What hospitals are you affiliated with?

-Baylor Hospital of Plano
-Baylor Medical Center at Frisco
-Baylor Surgicare of North Garland
-Methodist Hospital for Surgery
-Preston Plaza Surgery Center
-Medical Center of Plano
-Surgery Center of Plano
-Texas Health Center for Diagnostics
-Texas Health Presbyterian Hospital of Plano

Can I request or register for an appointment online?
Yes through the online patient portal you may provide your information and make request for an available appointment, or you may inquire about appointment availability by providing your information on the contact us page and a scheduler will contact you directly to arrange the appointment.
Is there sometimes another doctor that takes call or covers for this doctor?
Yes. Our physicians are on call 24 hours a day, 7 days a week. Call our main office number, (972) 250-5700, for assistance anytime. Prescriptions are refilled during office hours only.
How are emergencies handled after hours?
Our physicians are on call 24 hours a day, 7 days a week. Call our main office number, (972) 250-5700, for assistance anytime.
What is your policy for releasing medical records?
We must have a consent form that is signed by the patient or the patient’s legal guardian. Please sign and complete the consent form and fax to 972-250-5749. Please allow 5-7 days to receive your Medical Records. If you have any additional questions, contact our Medical Records Department at (972) 250-5637.
How long does it take to process my prescription request?
Please allow 24 business hours to process any prescription refill requests.
When can I call in a prescription request from my doctor?
Prescription refill hours are Monday-Thursday from 8:30 am to 4:00 pm and Friday from 8:30 am to 11:30 am . Please allow 24 business hours to process your request.
Why did my doctor not call in/refill my prescription of Vicodin over the phone?
Drugs like Vicodin, Norco containing hydrocodone has been reclassified from a Schedule III to a Schedule II. Pure hydrocodone already is classified as a Schedule II drug. The rules were changed by the U.S. Drug Enforcement Agency over the objections of practicing physicians. The move was designed to help curb the abuse of hydrocodone-containing medications.
When did the new rule for Hydrocodone go into effect?
The rule was effective on Monday October 6, 2014.
How does this impact me if I take Hydrocodone medications?

-Prescriptions for these drugs must now be written on government approved paper prescription pads only
-Physicians are not allowed to prescribe new prescriptions or refills over the phone
-Refills are prohibited without an office visit or consultation with your doctor

With Hydrocodone going to a Schedule II drug, are physicians able to postdate a prescription?
No, Texas Health and Safety Code 481.075 provides the following: Each official prescription form or electronic prescription used to prescribe a Schedule II controlled substance must contain: (1) information provided by the prescribing practitioner, including: (A) the date the prescription is issued.

Our Patients’ Voice

"I wish every single doctor office ran like Plano Orthopedic. Efficient, on schedule, knowledgeable and friendly. I recommend this place to everyone."
2016-02-02T09:14:04+00:00
"I wish every single doctor office ran like Plano Orthopedic. Efficient, on schedule, knowledgeable and friendly. I recommend this place to everyone."

Our Patients’ Voice

"The best part of the visit was the friendly family attitude that older people value -- no cold professional hurried treatment. I highly recommend Plano Orthopedic."
2016-02-02T09:23:57+00:00
"The best part of the visit was the friendly family attitude that older people value -- no cold professional hurried treatment. I highly recommend Plano Orthopedic."

Our Patients’ Voice

"Everyone is great at what they do and they compliment each other's jobs and positions. Great office."
2016-02-02T09:24:15+00:00
"Everyone is great at what they do and they compliment each other's jobs and positions. Great office."

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COVID-19 Update

Updated March 26, 2020

Plano Orthopedic, in unison with the CDC and other governmental agencies is committed to providing our patients with the highest quality care while supporting social distancing and protective measures to help prevent the spread of COVID-19.  The health and safety of our patients, employees and their families is our highest priority.

Office Schedule

Our office is open and operating on a limited schedule to provide in-person critical care to our patients. Currently, we are transitioning our non-critical, in-person appointments to a telehealth platform for immediate care or scheduling appointments to a future date.

Telehealth Visits

Telehealth visits allow a patient to be cared for by our physicians and providers through video and audio technology.  You will then receive a link that you can utilize from either a computer (with video and audio capability), smart devices, or tablet.

Elective Surgeries

In accordance with governmental recommendations, all elective surgical procedures will be postponed until April 22nd. We are in the process of contacting our patients to reschedule for a later date.

Patients with urgent needs, may be scheduled sooner, but only after consultation with their provider. Please anticipate a call from our clinical teams.

Safety Screenings

For those patients with urgent needs, we are asking you NOT to present yourself in our office if you are feeling unwell, have a fever, cough, shortness of breath or have come in contact with a person who has tested positive for the COVID-19 virus. Please contact us to reschedule your appointment. We will also be screening all patients upon entry and are asking that patients over age 18 do not bring a visitor with them. Please also wash your hands upon entering and exiting our facility and practice social distancing in the lobby.

We Appreciate your Cooperation and Understanding

We sincerely appreciate your understanding and cooperation as we work together to protect our patients and staff. We hope you are confident in Plano Orthopedics as we expand our health and safety measures during this time, while continuing to provide care to our patients.

The COVID-19 situation is fluid and we will be updating this page as the situation continues to evolve.

If you have any questions, please feel free to contact us at 972-250-5700

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