FAQ's medication management appointments
When is my copay due if I am doing telehealth instead of coming into the office?
Copays are always due on the day of your appointment, even if you are doing telehealth.
What do I do if there is no receptionist when I come in for my appointment?
Have a seat, relax and enjoy a cup of tea or water and your provider will come out to get you.
Who do I contact if I have a billing question?
You may email billing@illuminatemhs.org with any questions you have regarding billing.
How long can I expect to wait for my appointment?
While we try to stay on time for our appointments, there are some times that your provider will be running behind. If you are doing telehealth and concerned about the time you are waiting, please contact reception@illuminatemhs.org or 716-903-6036 to inquire and we can let you know how far your provider is running behind.
Do I have to be a patient at Illuminate in order to get a massage or reiki services?
No, massage and reiki services are open to the public.
Do you take Medicaid or Medicare Insurance?
The only Medicaid managed plan we are currently accepting is Highmark Medicaid . Unfortunately, we are not credentialed directly with Medicaid or Medicare, so we are unable to accept this at this time.
How do I request a medication refill?
Our portal is the best way to request a refill on your medication. Please allow up to 48 hours for your request to be reviewed and processed.
What is the turnaround time for paperwork requests?
Please note we do request paperwork to be uploaded into our portal. All paperwork will be reviewed by your provider, and they will follow-up via portal message if they can complete the desired paperwork request. If an appointment is needed our staff will reach out to schedule an appointment. Please allow 10 business days from when the provider receives the paperwork for it be completed and returned/faxed to final destination.
Miscellaneous medication questions
- If your medication requires a prior authorization from your insurance, please reach out to our Nurse and allow 3-5 business days for completion.
- Reminder, you MUST be seen every 3 months in order to obtain a controlled substance refill.
- You may also leave a detailed voicemail with your full name, provider, medication requested and pharmacy confirmation on our Nurse's line at (716) 427-7318.