Frequently Asked Questions

Call the customer service number on the back of your insurance ID card before your visit. They can confirm coverage, in-network status, and any prior authorization requirements for the specific service you're scheduled for.

Yes. We file claims directly with your insurance company, and payment typically processes within approximately 3–6 weeks. You'll receive an Explanation of Benefits (EOB) from your insurer once your claim is processed.

An Explanation of Benefits (EOB) is a statement sent by your health insurance company after they process a medical claim. An EOB is not a bill — it explains how your insurance company handled the claim and what portion of the charges may be your responsibility.

Your EOB typically includes:

• The date of service
• The provider you visited
• The amount billed by the provider
• Any discounts or adjustments based on your insurance contract
• The amount paid by your insurance company
• Any patient responsibility, such as copays, deductibles, coinsurance, or non-covered services

It's important to review your EOB and compare it to any statement you receive from our office. The EOB can help you understand why you owe a balance and identify any potential errors. If you have questions about how your claim was processed, please contact your insurance company directly. If you have questions about the charges from our office, our billing team will be happy to assist you.

A copayment is a flat fee due at each visit. A deductible is the amount you pay out-of-pocket before your plan starts covering costs. Coinsurance is the percentage of covered costs you're responsible for after your deductible is met. Your Explanation of Benefits (EOB) will break down exactly what applies to each visit and anticipated patient responsibility.

Your insurer sends an Explanation of Benefits (EOB) showing what was paid and what balance, if any, you owe. We accept credit card, check, or cash (cash must be paid in-office, not mailed). If you'd rather pay online, use our secure Patient Payment portal.

Yes. We offer reduced cash pay prices for patients without insurance. We accept credit card, check, or cash.

Coverage and plan details can change without much notice, and outdated information can cause a claim to be filed incorrectly — which can leave you responsible for a bill your plan would have otherwise covered. Confirming it at every visit protects you as much as it protects us.

Contact your insurance company first. If the error is on their end, ask them to expedite a corrected payment with a firm date. If the claim was processed correctly but you still disagree with the outcome, you have the right to file a formal appeal for reconsideration.

Call our Billing Department directly at (480) 539-0195, Monday–Friday, 7:30 AM–4:00 PM. Having your most current insurance card and demographic information on hand speeds up the call significantly.

Confirm we're in-network for your plan, understand your deductible and copay, and keep your insurance information updated at every visit. If you have questions about a specific charge, our billing team can walk through the itemized breakdown with you — call (480) 539-0195 rather than assuming a charge is an error, since most billing questions resolve quickly once we're looking at the same explanation of benefits together.

Bring your prescription insurance card to the front office so we can scan it into your chart. This is required for prior authorizations — without it on file, refill requests can be delayed.

Requests made through your pharmacy are typically completed same day. Requests left on our pharmacy voicemail line should be given 24–48 business hours to process.

The turnaround time for test results depends on the type of testing performed. While some routine blood work may be available within a few days, specialty laboratory testing and studies completed through outside imaging centers may take longer. Typical turnaround times include:

• Routine laboratory tests: 2–3 business days
• Specialty laboratory panels: 5–10 business days
• Imaging results: 5–7 business days

We understand that waiting for test results can be stressful, and we are committed to communicating your results as promptly as possible. If it has been longer than the expected turnaround time, please call (480) 539-8680. Our staff will be happy to check the status of your results and follow up with the laboratory or imaging center on your behalf.

For some results, a phone call is all that's needed. For others — especially anything abnormal or complex — your provider will want to walk you through what the finding means, whether follow-up testing is needed, and what the next steps are, which is better done in an appointment than in a phone call.

Download and complete the Medical Records Release form, then email it (office@gilbertcenter.net), fax it to (480) 539-1763, mail it, or drop it off at our office. We'll contact you once we've received it. A fee may apply. Healthcare facilities requesting records on your behalf can fax a signed release of information to (480) 539-1763.

No appointment is needed for most outpatient lab draws, but many tests require at least 8 hours of fasting. Call ahead so we can confirm the correct prep for your specific test and current lab draw hours.

Monday–Thursday: 7:30 AM–4:30 PM
Friday: 7:30 AM–3:30 PM
First Saturday of the month: 7:30 AM–12:00 PM

Part A covers inpatient hospital stays. Part B covers outpatient care and physician services, including most visits to our office.

Yes. Chronic Care Management (CCM) is available for Medicare beneficiaries managing two or more significant chronic conditions, and includes coordinated, face-to-face support beyond the standard office visit. Ask your provider if you qualify.

Yes. We enroll patients in ongoing clinical trials for a range of diagnoses through our affiliated research team. Visit our Clinical Research page to see current studies and eligibility.

652 E. Warner Rd, Suite 107, Gilbert, AZ 85296. Click here for directions.

Your photo ID, current insurance card(s), a list of current medications (or the bottles themselves), and any relevant medical history or records from a previous provider.

Yes. For your convenience, we have an on-site phlebotomist available for laboratory blood draws, and no appointment is required. We also offer Ultrasound and Echocardiogram services in our office by appointment. Our staff will be happy to assist you with scheduling and answer any questions you may have about these services.

Result turnaround times and communication are among the topics we hear about most often in patient feedback, and we take those concerns seriously. We understand that waiting for results can be stressful, and we are continually working to improve both the speed of communication and the overall patient experience.

In 2026, we will be transitioning to a new patient portal that we believe will provide a more user-friendly experience and help streamline communication, allowing for faster access to test results and other important health information.

If you're ever waiting longer than expected on a result, call (480) 539-8680 and ask to have your chart flagged for a status check — don't hesitate to follow up.

Confirm your insurance is in-network before your visit by calling your insurance company directly, ask about the cost of any add-on service (like a same-day test) before it's performed, and call our Billing Department at (480) 539-0195 if a statement doesn't make sense — most billing confusion clears up quickly once we're reviewing the same EOB together.

Yes — same-day and urgent visits are, by nature, worked into an already-scheduled day, so they can involve a longer wait than a routine, pre-booked appointment. Morning appointments and off-peak seasons (outside flu/allergy months) typically move faster.

At Gilbert Center for Family Medicine, we are committed to providing exceptional care and service. If your concern has not been resolved to your satisfaction, we encourage you to follow the escalation process below so we can address the issue promptly.

• Step 1 — Contact the department or team member involved. Many concerns can be resolved quickly by speaking directly with the staff member or department handling your request.
• Step 2 — Speak with a supervisor. If your concern remains unresolved, please ask to speak with a supervisor. They will review the situation and work with you toward a resolution.
• Step 3 — Contact the office manager. For concerns that require additional review, your issue may be escalated to practice leadership for further evaluation and follow-up.
• Step 4 — Medical concerns. Questions regarding medical treatment, test results, medications, or your plan of care will be directed to your healthcare provider or the appropriate clinical team for review.

We value your feedback and view every concern as an opportunity to improve. We are committed to working with patients to resolve concerns and ask that all communication remain respectful and professional. Abusive language, yelling, profanity, or threatening behavior toward staff will not be tolerated. If you need assistance, please contact our office at (480) 539-8680, and we will ensure your concern is directed to the appropriate person.