Frequently Asked Questions
Appointments and Tests
What information will the receptionist need to schedule an appointment?
When you call to schedule an appointment, please have the following patient information ready:
- Full name
- Address
- Your current phone number
- Your birthdate
- The nature or reason for your call/appointment
- Medical insurance information
It is very important that you let the receptionist know about all the concerns you would like addressed during your appointment. This helps us make sure an appropriate amount of time is scheduled. Regular office visits are 15 minutes and are meant to cover 1-2 medical conditions
Coverage Reminder: If you are scheduling a regular well exam and additional care is provided, other than what is normally covered in routine well exams, your insurance may require additional co-pay or deny payment and you will be billed for these services. Please check with your insurance provider for detailed information about your coverage.
Can I schedule more than one person for an appointment at a time?
We only see one patient per appointment. To allow enough time with each patient, we schedule a separate appointment time for each family member. You may schedule a maximum of two consecutive appointments. Please schedule any additional family members separately.
What should I bring to my appointment?
Please bring:
- Your current insurance card
- Shot records
- Payment for any outstanding balance on your account
- Co-pay
- Any prescription medication you are currently taking. Bring in your medications or write them down and bring a complete up-to-date list.
- Change of address or phone number(s) if you’ve recently moved or made a change.
Please arrive 10-15 minutes early for your appointment. If this is your first appointment, please arrive 20 minutes early to complete paperwork.
Will I be reminded of my appointment?
We use an automated appointment reminder system that will remind you of your appointment time.
What if I can’t make my appointment or I need to reschedule?
Please call our office as soon as you realize you won’t be able to make your appointment. We request that cancellations be made as early as possible, a minimum of 24 hours in advance so that we are able to rebook the time.
Failure to arrive to the scheduled appointment will be recorded in the patient’s chart as a “no show.” Our office does charge no show fees to the patient. This will need to be paid in full prior to rescheduling.
What if I’m late for an appointment?
If you are late we will make our best attempt to see you, however it is up to the provider’s discretion whether his/her schedule will allow you to be seen or if you will need to reschedule for a different time.
Where do I get my labs drawn?
We use the laboratory across the hall from our office, Labs Northwest. For lab related questions, please call: (253) 403-1042. Their office hours are: Monday - Friday 8:00AM - 4:30PM. Closed 12:30PM - 1:30PM for lunch.
When can I expect my lab results?
For most tests, you should expect results posted to your patient portal within ten (10) days. If you do not get results in 10 days, please send a message via the portal to our office. Exceptions to this timeframe include pathology (tissue biopsies) and PAP results, which may take up to 2-3 weeks for final results. If you want a paper copy of your lab results then you need to request those directly from the lab that performed your lab tests.
X-ray, ultrasound, CT (computed tomography imaging) and MRI (magnetic resonance imaging) results are usually received at our office within five (5) working days after the test is performed. We will post these results to the portal for your review.
Out-of-town ER visits, hospital or outside lab results are less predictable in reaching our office. Please advise us if there are tests you want us to review with you so that we can request them prior to your visit.
Seeing My Doctor
Will I always be able to see my own doctor?
Yes, you will always see your regular provider.
Is Dr. Hillis part of Multicare or Franciscan?
No, this is a private practice. Dr. Hillis does have privileges at both hospitals.
What if I have a medical question?
Our provider/s are with patients throughout the day, so they do not answer phone calls. We have nurses on staff that are able to return your calls within one business day. If you can also send non-emergent medical questions via the portal.
What if I have a question for a doctor after hours?
In the event you suspect a life-threatening emergency, such as a heart attack, a stroke, or other emergency, you should call 911 for transportation to an emergency room. If you have questions for a provider that should not wait until the office is open, you may contact the doctor on call at 253-212-0078.
We refill prescriptions for controlled substances only at an appointment with your provider. You will need to plan accordingly by scheduling your appointment prior to running out of medication.
What if I need to be seen right away?
Our office keeps limited appointment slots open for same day appointments. You can call the front desk to see if there is an appointment available. If we are unable to see you for a medical condition that needs to be addressed that day then you will be referred to the local urgent care or emergency room.
How often do I need to be seen?
This depends on your medical conditions. All patients need to be seen at least every year if they are prescribed medications. How often you will need to be seen will be discussed with you at during appointment. There are many medical conditions that require more frequent appointments such as, diabetes, depression/anxiety, ADHD, thyroid conditions, hypertension, hypercholesterolemia, etc. It is highly recommended that you schedule your follow-up appointment when you are checking out from an office visit.
What if I need a medication refill before my next scheduled appointment?
Medication refills need to be faxed to our office from your pharmacy. Please contact the pharmacy directly to request this. You will need to allow up to 3 business days for a refill to be completed. Some medications require a prior authorization and that can take additional time and may require that you come back to the office to discuss medication options with your doctor.
How do I register for the portal?
How do I get a PIN?
What if I forget my username or password?
Can I get vaccinations at your office?
Yes, but we are currently only offering flu shots. All of vaccinations will need to be done at your pharmacy. These do not require a prescription from or office. Please request that the vaccination record bed faxed to us so that we can update our chart.
Is there a fee for having forms completed?
Yes, there is a fee that is due at the time that the form is completed for forms such as; FMLA, disability, parking passes, etc.
Billing and Medical Records
Why did I receive a separate bill for my lab tests?
Labs NW is not part of our practice. All lab work that was performed at their office is billed by them. If you have any questions regarding your lab bill then you will want to contact them directly
How do I request my medical records?
To release your medical records, we must have a signed Authorization for the Release of Medical Records form. Medical records can never be released to anyone other than the patient if they are over 13 years of age. This includes child to parent, husband to wife and vice versa unless we have a current Authorization For The Release Of Medical Records form. Please allow 7-14 business days to process your medical records request.
There is a $25.00 processing fee for medical records and an additional per page fee. You will be given an invoice for payment prior to picking your medical records up.
How do I pay my bill?
There are several options for payment:
- Patient Portal
- Mail payment to address that is provided on the invoice
- Call our front desk at (253) 212 - 0078 from payment with credit card
- You can also keep a credit card on file. This can be done at the front desk
New patients
Are you accepting new patients?
Yes, our office is open to new patients. However, we are closed to certain insurance plans. Please reference our insurance details here.
When can I expect to be seen as a new patient?
New patients must complete a new patient packet and have all required information submitted to our office prior to being scheduled. We schedule 1 new patient per day. We are currently scheduling new patient appointments approximately 3 months out.
What do I do about my medication refills until I can be seen?
You will need to maintain a relationship with your current primary care provider for the management of your medication until you have established care at our practice. That may require that you go to an urgent care for your refills until you can be seen.
What can I expect at a new patient visit?
This visit if for establishing care and is not meant to cover all of your medical conditions. You can schedule your annual physical after you have had your new patient appointment.
What if I have a billing question?
You can call our office or you can send us a portal message with your billing questions.
Do you see new motor vehicle accidents?
Yes, but it requires cash paid at time of visit. We will not bill third-party payers for this. However, we will give you a receipt that you can submit to your third-party payer for reimbursement.
Do you see labor & industry claims?
Yes, but only new claims. We will not takeover an existing claim. You will need your claim # prior to scheduling you appointment. Please contact the Human Resources department at your place of employment.
Please note that these answers are subject to change at the discretion of Seven Hills Medical Group. For specific questions please call us at (253) 212 - 0078.