Office Hours and Appointments
A pediatrician is available 24 hours a day, 7 days a week, including weekends and holidays.
Our phones are on :
Monday to Friday, 8:00am to 5:00pm
Saturday and Sunday, 8:00 am to 12:00 pm
* For weekend visits please use a Hospital Main entrance, all secondary entrances may be locked for security reasons. *
Our visits are by appointment only. We do not accept walk-ins.
Calls to the Office
If your child is ill and needs to be seen, please call as early as possible. Please inform the receptionist as to the general nature and severity of your call. We are fully staffed with triage nurses that are highly skilled in helping with a range of concerns. We encourage you to call even if you feel it is a simple question rather than wait and worry. Our triage nurse will book a same-day sick appointment if needed or direct you to the best plan of action. Your call will be prioritized and returned. If you wish to speak with your provider you may leave a message with the receptionist and he or she will return your call at the end of the day after seeing patients in the office. At PNW we do not email our patients because we believe we can provide the best care by hearing your voice and discussing your child's health directly with you.
Office Inquiries
Audrey Rideout, Practice Manager
(617) 969-8989
ext.310
Billing Inquiries
(781) 792-0641
or
(781) 749-3507
Fax (781) 982-0815
Office Fax Number
(617) 928-0178
After-Hours Emergencies
If your child is having a life-threatening emergency, you should seek emergency assistance by calling 911. Non-life threatening emergency calls outside normal business hours will be handled by our after-hours triage service. These calls should be limited to questions which cannot wait for a call the next business day.If our phone system is down for any reason outside of normal business hours our on-call service is at 508-270-7550
Insurance and Billing
We will bill most insurance carriers for you if proper information is provided to us. Co-payments and deductibles are due at the time of service . Any care not paid for by your existing insurance plan will require payment in full upon notice of insurance claim denial. All MassHealth patients must be enrolled with the Tufts Health Together through Boston Children's ACO. A valid MassHealth/Tufts Health Together card must be presented at each visit to verify eligibility.
Your insurance (particularly PPO plans) may exclude, or limit, certain services like labs and screening, based upon the benefit levels chosen by your employer. You should carefully review your benefit description for details.
Some insurances may deny benefits and you will be responsible for the entire bill. Our billing department can help set up payment arrangements if needed. If your account balance is 90 days past the due date and is not on a signed payment plan, your account will be turned over to our collection agency.
Any returned checks are subject to a $50.00 fee.
Referral Network
If we determine that your child needs to see a sub-specialist, we will refer you to the appropriate physician. In many cases a written clearance from our office is required in advanced. Though some insurance carriers do not require a referral, it is your responsibility to understand your plan requirements. To request a referral please fill out this referral request form . This should be done after you have a scheduled appointment with the specialist.
Medication Refills
If you need a refill for a medication please visit your MyChart account and click refill under the child who needs it. One of our nurses may reach out. While most refills are sent within the day of request, please allow up to 3 days and plan accordingly. Please follow up with your pharmacy after the inital request.
If an ADHD medication needs to be refilled please call our office and leave the request on the dedicated line. Please allow 5-7 business days to have it completed.
Missed Appointments/ No Shows
Quality care for our patients is priority and in an effort to serve you better, we ask for proper notice for all cancellations. Cancellations less than 24 hour notice will be charged $40.00 for missed appointment.
*Please remember confirmation calls are a courtesy and ultimately it is your responsibility to know your appointment date and time.