Expert Answers to Your Frequently Asked Questions

Are you accepting new patients?

Yes—we’re welcoming new patients in Bandera, Rockport, and San Antonio, Texas. To get started, book online at https://www.innovativeuc.com/appointments-primary-care-san-antonio. You can also use your patient portal to schedule appointments online by visiting: https://www.followmyhealth.com. You can also schedule an appointment with us by calling 210-455-6253. Please bring a photo ID, insurance card, and a current list of your medications to your first visit.

What ages do you see?

We provide comprehensive primary care for patients 16 and older.

How can I schedule an appointment?

We offer an online self-scheduling tool that makes booking appointments extremely easy. We also encourage you to schedule your follow-up visit during your discharge visits. If you didn’t take the time to plan your follow-up visit, it might delay your medical care. Please note that all medication refills require an appointment; no exceptions apply. You can use our patient portal or the self-scheduling link to book your visit with our clinical staff. Here’s a link to our scheduling page: https://www.innovativeuc.com/appointments-primary-care-san-antonio

What should I bring to my appointment?

Photo ID, insurance card, payment method, current medication/supplement list, and any recent labs or imaging reports. Please complete all online forms at home before your visit. Alternatively, you can arrive 30 minutes early to complete the forms in our office. All forms must be completed before all visits, including follow-up and telemedicine visits. You may be asked to reschedule your appointment if you do not complete the forms.

How can I pay my bill?

For the easiest payment online, visit: https://buy.stripe.com/6oUeVdekCbY32FS1KD1B600

You can also pay your balance by filling out the credit card form on the billing statement and mailing it back, submitting a check to the address listed on the statement, calling 469-648-3973 to pay over the phone.

What are your clinic hours?

Our clinic is open from Monday to Friday, from 8:00 a.m. to 5:00 p.m., with lunch from 12:00 p.m. to 1:00 p.m. We’re closed on weekends and major holidays. For primary care, you need to make an appointment. Urgent care is available exclusively to our regular primary care patients. There are copays for both primary and urgent care.

What are your costs and fees?

Our standard fee is $259 per visit. We accept cash, credit, debit, FSA, and HSA cards, as well as offer CareCredit financing for your convenience. Oh, and we also have low-cost in-house labs!

What is your email address?

Feel free to email us at hello@innovativeuc.com. For more details, visit www.innovativeuc.com.

How can I get a prior authorization for my medication?

Just a friendly reminder to reach out to your insurance provider and double-check your medication coverage. If it’s not available, don’t worry! You can forward alternative options recommended by your insurance through the patient portal. Additionally, please inform your pharmacist to submit a prior authorization request. Please note: We charge a small fee for all prior authorizations your insurance carrier requires.

Which insurance carriers do you accept?

We’re happy to accept a wide range of insurance plans, including Blue Cross Blue Shield, Anthem, Aetna, Cigna, Curative, UnitedHealthcare, UMR, Christus Health, Traditional Medicare, Community First, Superior Health, Tricare, Tricare for Life, and many more. We are accepting HMO patients effective November 15, 2025. HMO patients must contact their HMO plan to change the PCP listed to one of our clinicians before their appointment. The appointment may be canceled if the change is not active at the time of appointment check-in. This is the sole responsibility of each patient. To access the complete list, visit https://www.innovativeuc.com/insurance-san-antonio-primary-care

NPI Numbers (for your insurance):

• Innovative Primary Care: 1013383801

• Dr. Peter John Schanen, APRN (San Antonio & Bandera): 1720491442

• Kerrie Baker, FNP (Rockport): 1326431024

How can I get my lab results?

Lab results typically return within 2-3 days, although processing may take a bit longer on weekends and holidays. We’ll send all the results to your portal immediately and notify you if anything’s urgent. Ensure you have portal access to review them. If you have any questions about the results, schedule another appointment.

How can I request medical records?

To get the fastest service, please fax all requests for confidential medical records to us. You can find our fax number on our website. Thanks for your cooperation!

I can not access my patient portal. What can I do?

You can set up your Patient Portal account using the instructions in the email you got or when you visited us recently. We send a patient portal setup email to every patient. Check your spam and junk folders for the email and the code you need to set up the account. For the easiest setup, use a desktop or laptop. Here’s the patient portal link: https://login.patientfusion.com/#/

Do you perform DOT physicals?

We offer DOT physicals only to our regular primary care patients. The cost is $200 per evaluation, and unfortunately, we don’t offer refunds. To pass the exam, your blood pressure and diabetes need to be well-controlled. Oh, just a heads-up: refunds aren’t available. To schedule your appointment, visit www.innovativeuc.com.

How do I cancel or reschedule my appointment?

To cancel your appointment, click on the appointment confirmation link you got earlier in your email or text message. Everyone with an appointment receives email and text appointment confirmations. You can also log in to your patient portal to cancel or reschedule your appointment. To respect everyone’s time, a $75 cancellation fee applies if you cancel within 24 hours or fail to show up for your appointment. You’ll need to pay this fee before we can reschedule your next appointment.

What is your fax number?

Our fax number is 855-598-3608, and it can also be found on our website at www.innovativeuc.com. To confirm, our fax number is 855-598-3608.

How can I get my radiology results?

Your radiology results should be ready in about a day or two, depending on the center. We’ll post them to your portal right away and notify you if anything urgent arises. Ensure you have portal access to review them. If you have any questions, please don't hesitate to contact your radiology center. Also, don’t forget to schedule a follow-up appointment with your PCP to discuss any concerns you have about your results.

How can I get my medication switched to a different pharmacy?

Want the fastest service? Ask your pharmacist to send your prescription to any pharmacy of your choice. They can even send it to any pharmacy in the whole wide United States!

How do I receive a link to my virtual or telemedicine appointment?

You’ll get your virtual waiting room link right before your telemedicine appointment. Don’t fret!

How can I get a referral to a specialist?

To get a referral to a specialist, schedule an appointment with your clinician or send a referral request through your patient portal. If your clinician thinks it’s a good idea, they’ll send the referral. Ensure that you include the specialist’s name, phone number, and fax number. If you forget any of that info, the referral might not go through.

Do you have an on-site X-ray?

We don’t have on-site X-ray services, but we can recommend a few imaging facilities that offer walk-in X-ray services. They have certified radiologists who can report your results the same day and accept most insurance plans. Please remember to bring a prescription from us for your imaging appointment.

Do you offer walk-in services?

Unfortunately, we no longer have walk-in services. All appointments are required. Also, our urgent care services are only available to our existing primary care patients.

I need my mammogram results. How can I get my mammogram results?

Once we receive your imaging results, we’ll send them to your patients promptly. If you haven’t received them yet, it means they haven’t reached us yet. Please feel free to contact your imaging facility for an update.

Do you manage chronic pain?

Our clinics are not specialists in chronic pain management; therefore, if you are experiencing chronic pain, we recommend consulting a specialist in this area. You can also find a list of area chronic pain management specialists in your network by contacting your insurance carrier.

Do you accept Medicare and TRICARE for Life for primary care services?

Yes, we accept Medicare and Tricare for Life as secondary insurance.

Do you accept Veterans Administration (VA) for primary care services?

We’re not accepting Veteran’s Administration (VA) insurance at this time. If you require any care, please contact your local Veterans Affairs (VA) clinic or hospital. They’ll be happy to help!

Which lab company do you have in your clinics, and who should I contact about a lab billing concern?

We work with Clinical Pathology Labs (CPL) in each of our clinics. If you have any questions about lab billing, please get in touch with the lab or your insurance carrier directly. You’ll find CPL’s phone number on the bill you got from them.

Do you offer telemedicine? For what issues?

Yes. Telemedicine is great for medication refills, lab/imaging orders, referrals, follow-ups, minor acute illnesses, and chronic care check-ins.

Why did I receive a bill after my visit?

Final costs depend on your insurer’s processing (deductible, copay, coinsurance). You’ll receive a statement once your carrier finalizes the claim. For questions, call your carrier as they are responsible for processing your medical claims.

Do you charge for forms or letters (FMLA, disability, school/work notes)?

Yes, we charge for all of our time, and many forms require additional time from our clinicians. Fees vary depending on the form type and turnaround time. Upload your form through the portal, and we’ll provide a quote and timeframe.

Do you auto-refill prescriptions?

We do not auto-refill. To ensure safe, effective care, we review medications during scheduled follow-ups. Use your patient portal to book refill visits.

Can I get labs or imaging orders without a visit?

Usually, no. Your clinician needs to confirm the most appropriate tests and ensure that they are medically necessary. Book a short visit (in-person or telemedicine) using your patient portal.

Can you send my results to another provider?

Yes. Send us the provider’s fax or secure email via the portal, and we’ll transmit your records with your authorization. You can also download your results to your patient portal and submit them directly.

Can you be my primary care provider if I use urgent care elsewhere?

Absolutely. We coordinate your long-term health, preventive care, and chronic conditions. Please share any recent urgent care records through your portal so we can keep your chart up to date.

When should I use messaging vs. an appointment?

Use messaging for brief, non-urgent questions or administrative needs. Any new problem, medication change, or condition that requires clinical decision-making should be scheduled as a visit.

How quickly do you respond to portal messages?

We aim to respond within one to two business days. For time-sensitive issues, please call 210-455-6253. Call 911 for emergencies.

What if I need help after hours, on Weekends, or during holidays?

For urgent concerns after hours, visit the nearest urgent care or ER. You can also send a portal message; we’ll reply during business hours. Call 911 for emergencies.

Where should I go for emergencies?

Call 911 or go to the nearest ER for severe chest pain, shortness of breath, stroke symptoms, uncontrolled bleeding, major injury, or severe allergic reactions.

Do you give flu, COVID-19, and other vaccines?

No, we do not administer vaccines in our clinics. We recommend that all patients receive their vaccines, including flu, COVID-19, tetanus, and shingles, at their local pharmacy.

Do you complete school, sports, or travel clearance forms?

Yes. These require a visit and sometimes an exam. Upload forms to your patient portal before your appointment.

Why do I need regular follow-ups for chronic medications?

Ongoing monitoring ensures that treatment remains safe and effective. Follow-ups enable us to assess progress, review any side effects, and adjust labs or doses as necessary.

Do you offer concierge services or auto-refills?

We are not a concierge practice. For safety, medications are reviewed at scheduled visits rather than auto-refilled. Book follow-ups easily using your patient portal.

Do you treat and manage Attention Deficit Disorders (ADD or ADHD)?

We offer non-stimulant prescription medications for ADD and ADHD. But we don’t prescribe stimulants like Adderall or Vyvanse for those conditions. If you require these types of treatments, we’d be happy to refer you to a psychiatrist who can assist you. We do work with clinical professionals who offer stimulant therapy for ADD and ADHD. Ask your PCP for a referral during your next appointment.

Do you offer medical advice over the phone, by text, by email, or through the patient portal?

We do not offer any medical advice over the phone, by text, by email, or through the patient portal for patient and prescriber safety and licensing concerns. Please schedule an appointment with your PCP or specialist for all medical and medication concerns. Please call 911 or go to the nearest emergency room if you are experiencing a medical emergency or a serious medical condition.