Client Care Management
Becoming a Client
Keystone is currently accepting new clients. If you are interested in registering your child or children as clients of our practice, please complete the following steps:
Submit an Appointment request. Please be as specific as possible when describing your top three concerns. This information will help our clinicians in determining who will be the best fit for your family.
Gather the necessary documents. Bring the following to your first appointment:
- Insurance card
- Driver’s license
- Previous evaluations
- Previous diagnoses
- List of any medications including vitamins, herbs and over-the-counter medicines that your child is taking
- List of all the changes that you and others have observed in your child’s behavior
- Notes of any observations from other adults and caregivers, such as baby sitters, relatives and teachers
- Individual Education Plan (IEP), if applicable
- Custody Agreement, if applicable
Arrive early. Please plan to arrive 15 minutes before your scheduled appointment so we can process your paperwork.
Make an Appointment
You can schedule an appointment during regular office hours:
9 a.m. – 6 p.m., Monday – Thursday
9 a.m. – 4 p.m., Friday
We are closed on weekends and major holidays (New Year’s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day plus day after and Christmas Day).
Calling the Office
Reception answers the phone during regular business hours. Scheduling coordinators triage questions and book appointments as necessary.
Local Phone: 904.619.6071
Emailing the Office
Our scheduling coordinators may be contacted by emailing:
Appointments are in great demand. If you are unable to keep your appointment, please give us 24 hours notice. Failure to do so will result in a charge to your account.
When Calling Our Office
- Have a pen or pencil ready.
- Leave a message with the receptionist if you have a question for a provider.
- Let us know when making your appointment if you or your child has special needs (e.g., wheelchair, multiple disabilities, autism) so that we may make arrangements before you arrive.
- Please be familiar with the requirements of your health insurance plan (i.e., co-payments, emergency care, hospital care and pharmacy services)
Preparing For Your Appointment
Before you visit us in person, we recommend that you prepare adequately so you can get the most out of your appointment with your provider.
- Gather the necessary documents. Bring your insurance card and any documentation that you may have of the issue you’d like to discuss with the provider. For example, if you’re concerned about learning and development delays based on a parent-teacher conference, bring the teacher’s report card with you for the provider to see.
- Check your insurance coverage.
- Bring payment. Know what your co-pay will be and be prepared to pay it at the time you check in for your child’s appointment.
- Write down questions and concerns. There may be a lot you want to cover during your appointment, and sometimes it is easy to forget everything you want to discuss once the appointment begins. Bring a written list of the topics you would like to discuss as well as a notebook to take notes as you meet with your provider.
- Bring toys, snacks, diapers or whatever you need to entertain and comfort your child. We do not ever expect long wait times in the waiting room, but sometimes appointments back up. Be sure you have whatever you need to soothe your child if you need to wait.
- Help your child get emotionally prepared. Children and teens can benefit from being told by their parents what to expect at their first appointment. They usually experience less anxiety when they know what will happen and why.
What you should say depends on your child’s age and intellectual functioning. But, unless your child is very young, we encourage you to make a very general statement about the experience. For example, you could say, “We are going to talk to a doctor about how you are feeling, thinking and behaving, to make life easier for you.” It is helpful to explain that therapists will be asking questions and to alleviate fears by making sure they know that none of our doctors or therapists give shots.
If your child is coming for a neuropsychological and educational evaluation, please let your child know that we like to find out how children and students learn best. You might explain that we do this by talking with kids and playing activities that involve listening, problem solving, reading, writing and math.
HIPAA And Privacy
At Keystone, we strive to keep your information private according to the guidelines of the Health Insurance Portability and Accountability Act of 1996 (HIPAA).
We understand the importance of your privacy. This notice describes how medical information about your minor child or you, as a client, may be used and disclosed and how you can obtain access to this information. We keep our client’s financial and health information private as required by law, by ethical standards and our own policies. We obtain and use several types of financial information to carry out health insurance and billing activities. This includes information you give us on client information forms or other forms, such as your name, address, employer, age and dependents; payment history; and, information we may obtain from a consumer-reporting group pertinent only with regard to your account with our clinical practice.
We use physical, technical and procedural methods to protect your private information and share it only with our employees, affiliates or others who need it to provide services to you, for insurance purposes or for other legally allowed or required purposes. We may need to change the terms of this notice in the future and reserve the right to do so as necessary to protect your privacy.
Health Information for Payment
We use and disclose information about you to manage your account or benefits and to facilitate insurance payments for your claims for services. We may also give information to a doctor’s office to confirm your benefits or we may ask a hospital for details about your treatment for claims benefits, to review care and services you receive, to provide coordination of care management or to coordinate services.
As Allowed or Required by Law
Information about you may be shared for administrative or other legal proceedings to public health authorities or to law enforcement officers such as to comply with a court order or subpoena.
We will obtain your written permission before we use or share your protected health information for any other purpose unless otherwise allowed or required by law. You may withdraw permission at any time in writing. We will then stop using your information for that purpose. However, if we have already used your information based on your authorization, you cannot take back your agreement for those past situations.
Under privacy regulations effective April 14, 2003, you have the right to:
- See or get a copy of information that we have about you or correct your personal information that you believe is missing or incorrect
- Ask us to communicate with you about health matters using reasonable alternative means or at a different address
- Receive a list of disclosures of your health information that we make on or after April 14, 2003, except when you have authorized the disclosure; the disclosure is made for treatment, payment of benefits or health care operations; or, the law otherwise restricts the accounting.
If you believe we have not protected your privacy, you can file a complaint with us. We will not take action against you for filing a complaint.
Copies and Changes
You have the right to receive another copy of this notice at any time. We reserve the right to change this notice. A revised notice will apply to information we already have about you as well as any information we may receive in the future. We are required by law to comply with whatever privacy notice is currently in effect.
If you want to exercise your rights under this notice or if you wish to talk with us about privacy issues or to file a complaint contact our HIPAA compliance officer, Julie Riley at firstname.lastname@example.org
Billing And Insurance
Keystone accepts many insurance plans. If we are not in-network with your insurance, we will work with you to determine ways to make your healthcare equitable and affordable.
Co-Pays and Balances
We collect the co-pay required by your health insurance when you arrive for your child’s appointment. We accept American Express, Visa, MasterCard, personal checks, FSA/HSA and cash.
Our billing office will handle submission of your claim for your appointment directly to your insurance and will bill you for any remaining balance after the insurance has paid its share.
Special arrangements may be made for extended payment plans. We encourage you to discuss payment plans with the billing manager. Hardship applications are available.
Past Due Balances
All fees are due at the time of service. Any charges remaining unpaid sixty (60) days after the date of service are considered past due. In this case, we will make every effort to contact the person responsible for the delinquent balance, and arrange an equitable payment schedule. However, if no effort is made to pay the balance due, it may be sent to a collection agency. In this situation, the responsible persons will be provided referrals in the community to seek care for their child/children elsewhere.