Endocrine & Thyroid Center
Formerly Endocrinology & Reproductive Medicine of Tarrant County
Frequently Asked Questions

SCHEDULING APPOINTMENTS - What is the best way to schedule an appointment?

  • The easiest and best way to schedule an appointment is using our website.  In order to request an appointment online, please register as a user and complete the registration form.  This will only take a few minutes.  Please use the following instructions.
    1. Click on "Create an Account".
    2. Provide and submit all required information.
    3. If you are an existing patient who has visited the Grapevine office:
      • You know you are finished when you reach the confirmation message.
      • You are now ready to schedule appointments online.  Click on "Appointment Requests".
      • If you received a new insurance card or have a change of insurance since your last appointment, please call 817.410.9993, x116, prior to your appointment to avoid any delays at your appointment.
    4. If you are a new patient, you need to complete one more form.
      • Please click on "Health Forms".
      • Next, click on "New Patient Registration, Part 2".
      • You know you are finished when you reach the confirmation message.
      • There is no need to print out the forms.  As a courtesy, our office will print them out prior to your appointment. 

TELEPHONE - What is the easiest way to communicate with our office?

  • We are constantly on the phone or helping patients currently in the office.  We apologize for any inconvenience.  The easiest way to communicate with our staff is to:
    1. Call our main number at 817.410.9993. 
      • Please do not use any of the backlines, that may show up on caller id, as they may already be in use.  By using our main number, it will automatically route you to a phone line that is not in use.
    2. At any time during our greeting, dial the extension you are trying to reach. 
      • If we are busy helping other patients, please leave us a message.  We will return your call as soon as possible. 
      • It is our goal to return calls within 24 hours if not sooner.  For emergencies, please call 911.
    3. In order to provide you the best level of service, please specify:
      • The patient's full name
      • Spelling of the last name
      • Date of birth
      • Phone number where we can reach you immediately to minimize phone tag
      • The best time to call during office hours

Appointments x115
Nurse Questions for Dr. Prost's Patients x110
For Dr. Roopa's Patients x119
For NP Monica's Patients x119
Billing Questions x117
Change of Insurance or New Insurance Card Received x116
Medical Records x111
Compliments or Complaints x121

DELAYS & CANCELLATIONS - What should I do if I am running late for my appointment or need to cancel my appointment?

  • If you are delayed more than 15 minutes, your appointment will need to be rescheduled.  
    • Please contact our front desk immediately if you are running late at 817.410.9993, x113, to see if there are any other appointment slots available that day close to your scheduled appointment time. 
      • It is possible that we may be able to reschedule you that day if there happens to be a cancellation with the same or different provider.
    • Please leave a message if our front desk is busy checking patients in.  We apologize for any inconvenience.  Your call will be returned shortly. 
  • If you are unable to keep an appointment, please leave a message at Scheduling at x115 at least 24 hours in advance to avoid any cancellation fees.  By giving us 24 hours notice, you enable us to try to fill your vacant appointment slot.  We appreciate your assistance!
    • If you are sick and are unable to give us 24 hours notice, please call to leave a message with the answering service after hours or on the day of your appointment. 
    • It is crucial that you call our office to notify us by leaving a message on x115.  If you miss appointments and do not call at all, you may be dismissed from clinic.

NEW INSURANCE CARD RECEIVED, SAME INSURANCE - Why do I need to call your office if I receive a new insurance card in the mail even though there may or may not be a change of policy and group numbers?

  • When you receive a new insurance card even though the policy and group numbers remain the same, it usually signals a change of insurance benefits.  So, please call our office whenever you receive a new insurance card in the mail so we can re-verify your insurance for any benefit changes. 
  • As a courtesy and for your protection, we will be glad to verify your benefits to ensure you are aware of any benefit changes.  We will review these changes at your next appointment.  This also allows you to avoid delays at your next appointment. 

CO-PAYMENTS & OTHER HELPFUL ITEMS FOR THE OFFICE VISIT - What am I responsible to pay at the time of my office visit?  What can I do to help my office visit run smoothly?

  • At the time of service, you are required by your insurance contract to pay your insurance co-payment.  In addition:
    • Payments for deductibles & co-insurance, if applicable
    • Cash, check, and all major credit cards.  No bills over $20 please.
  • If you are unable to pay your co-pay, your appointment will have to be rescheduled.  We apologize for any inconvenience.
  • At the time of your visit, it is helpful if you:
    • Arrive a little early,
    • Know your primary reason for your office visit, and
    • Bring a list of current medications.
      • Give the legible list of current medications to check-in to make a copy for your physician

PRESCRIPTIONS - What is the best way to get my prescription refilled?

  • First, please request a refill at least one to two weeks before running out of your medication for your health and to avoid an urgent situation.
    • Also, please note that there are no refills authorized after office hours.
  • The best way to refill your prescription is to phone in your request to your pharmacist during office hours. 
    • Check with the pharmacy in 24 hours from the time they faxed our office the request to ensure your refill was authorized.  Please do not automatically assume that your prescription is ready or has been authorized.   
    • By verifying with your pharmacist prior to proceeding to pickup your prescription, you may save some time and frustration. 
  • If denied, please ask your pharmacy for the reason given and proceed as directed. 
    • Please note that if you missed your last followup appointment, your prescription will be denied until you reschedule another followup appointment.  We apologize for any inconvenience.
  • It is our goal to provide you the best service possible by faxing your pharmacy a response within 24 hours from the time they fax our office a request. 
    • In addition, we keep dated & timed fax confirmations of all refill responses sent to the pharmacy. 
    • If your pharmacy is "having trouble" receiving our faxes even though we have the printed fax confirmations to the correct pharmacy number, we are more than willing to send you copies of the multiple confirmations that we have on file so you can escalate to your pharmacy management.  Thanks, in advance, for your patience!

LAB RESULTS - How do I get my lab results?

  • When laboratory tests are performed, you may obtain your results at your follow-up appointment. 
    • If your follow-up appointment is scheduled more than two weeks away, please follow the instructions below to get your lab results.  Your lab results will automatically be posted by the nursing staff.
  • If you do not have a follow-up appointment scheduled, you may use our secure automated lab results system 7-10 business days after your lab tests are performed.  For your convenience, it is available for use 24 hours/day, 7 days/week.
    • Our lab results system is  hosted by ClientTell.  It is a nationwide corporation that is one of the leading providers of secure automated lab reporting services in the health industry.  
    • To check your results by phone, please call 1.866.787.0307, which accesses ClientTell's secure digital voicemail.
      • Use your SSN as your medical record number.
    • To use the internet, please go to www.checkyourlabresults.com
      • Use "0307" as the last 4 digits of the phone number.
      • Use your SSN as your medical record number.
    • If you are uncomfortable using your SSN, you have the option of using your TDL (Texas Driver's License number). 
      • For Dr. Prost's patients, please leave a message at 817.410.9993, x110.  For all other providers, call x119.
      • The default medical record number is your SSN.  If you do not request for your TDL to be used by calling the appropriate extension, the only way you can access your lab results is using your SSN since it has to be changed manually.
    • If you are unable to retrieve your lab results after 10 business days, please contact x110 for Dr. Prost patients and x119 for all other providers.

RESCHEDULING YOUR APPOINTMENT - What if I have to reschedule my appointment?

  • Appointments may be made with the provider of your choice.  If that provider is not available, an appointment with another member of our practice will be offered. 

APPOINTMENT CONFIRMATIONS - How and when do appointments get confirmed and which phone number is used?

  • Your appointment will be confirmed one to two days prior by our automated appointment system using your home phone number. 
    • Please call Scheduling at x115 if you would like to use another phone number. 
    • It is important for you to give a phone number where a confidential message for your upcoming appointment can be left. 
    • In addition, if you want to use the automated system to confirm or cancel, then please give a phone number that you answer regularly. 
  • Using our automated appointment system, you can conveniently confirm or cancel your appointment. 

MEDICAL RECORDS - Why do you need an original signature on the medical records release form?  Why can't I just fax it from my home or office fax?

  • Per HIPAA guidelines, a medical office, either ours or your requesting physician's, must have an original medical records release form signed by the patient. 
    • HIPAA is a government privacy act that protects and maintains the confidentiality of your medical records.
  • Please visit our office to sign a medical records release form.  You also have the option to go to the requesting physician's office to sign a medical records release form and have them fax us the signed form. 
    • We are not authorized under HIPAA guidelines to fax you a form to your office or home and have you fax it back to us.  We apologize for any inconvenience. 
  • So, the following apply:
    • Provide a signed records release form per HIPAA guidelines.
    • Please allow 7-10 business days.
    • No fee to send your medical records via FAX to another physician's office.
    • If you want a hardcopy for yourself, standard medical record fees apply per the State of Texas.