FAQs

Hours of operation

Our hours of operation are 8:30am-4:30pm Mon-Fri: We are closed during lunch every day from 12-1pm. If you call during lunch or outside normal business hours, our phones will roll over to an answering service that can take a message from you if you need to speak to the doctor on call. Standard business, such as making or changing or cancelling an appointment, requesting a prescription refill, making a payment, or billing questions, must be handled by a staff member during normal business hours.

Do you take insurance?
We take many forms of insurance but not all. Even if we are considered out-of-network and you still want to receive services here, we will file to your insurance as out-of-network, although that might result in a higher out-of-pocket cost to you. We do not accept any HMO insurance policies.
Do you take Medicare?
We accept all Medicare and Medicare alternative PPO plans. We do not accept any HMO policies.
Do you take Medicaid?

We are currently accepting new patients for psychiatry/medication management with Medicaid.  We are unable to accept any new patients for therapy/psychological testing with Medicaid at this time; this includes the new managed care plans. Please contact Vaya Health and locate a Medicaid provider that is accepting new patients. Their phone number is 1-800-849-6127.

If you don’t accept my Medicaid, can’t I just pay cash and not file it?
If you have Medicaid, we have to file it, by law. Please contact Vaya Health and locate a Medicaid provider that is accepting new patients. Their phone number is 1-800-849-6127.
How do I become a new patient?

Currently, we are accepting new patients by referral. Please have your primary healthcare provider fax a referral to 828-250-0890. This referral should include your full demographics (name, date of birth, address, phone number, etc.), your insurance information, the reason you need to be seen, and any pertinent medical records or notes that may assist our doctors in providing you with the best possible care, as well as a list of your current medications.   Alternately, you can chose to self refer by using the Self Referral Form available on our New Patient page, and submitting the required information either by fax, mail, e-mail, or dropping it off at the office.**Not all referrals are accepted for various reasons. If your referral has been denied, we will notify the referral source via fax.

My referral was sent a while ago, but I haven’t heard anything… what’s the problem here?
Having a referral sent to us does not guarantee an appointment will be made. If your referral has been denied, we will notify the referral source via fax. We may deny a referral for various reasons, including, but not limited to: being out-of-network with your insurance, you have Medicaid as either primary or secondary insurance, you have previously been dismissed from our practice, or we cannot provide the best level of care for your needs.
How should I prepare for my first appointment?

Three (3) days before your scheduled new patient appointment you will receive a text and e-mail with a request to confirm and complete the neccessary new patient paperwork ahead of your appointment.   The paperwork can take between 20 and 30 minutes to complete, so it is recommended to complete this ahead of time.   You will need your insurance card and driver’s license when you fill out the paperwork.  For the appointment itself, please have a list of your current medications and any pertinant medical history that may be relevant to your specific care needs.  If the new patient is a minor (under 18 years of age), please be sure there is a parent or legal guardian present for the initial appointment.  

When is my next appointment?
The fastest way to check on an appointment date/time is to log in to your patient portal. If you do not have access to the portal, please call our office and a staff member can send you an invitation to the portal, as well as confirm your next appointment.
What about that Patient Portal?
Communicate with your doctor, request medication refills, make payments, schedule and cancel appointments. If you do not currently have access to the portal, please ask a staff member to send you an invitation which will only require your email address once you are an established patient. You will receive a link and instructions via email on how to create your account. This link is time sensitive and may expire… if it expires, you will need to request a new invitation. This can be done at your next appointment or over the phone.
I cancelled my appointment through the reminder text but was charged a late cancel/no show fee. What gives?
You must respond to the text message reminder the same day you receive it or we will not be notified whether you’ve confirmed or cancelled your appointment. If you do not adhere to this and respond the next day or later, you may be responsible for a late cancellation fee/no show fee in accordance with our 24 hour cancellation policy. If you do not respond to the text message reminder the same day you receive it and wish to cancel an appointment, you must call our office to cancel it or send a notification through the patient portal with a minimum of 24 hours’ notice. Please remember our reminder system is a courtesy, and it is ultimately your responsibility to manage your appointments.
How do I get a refill on my meds?

There are a few ways to request a medication refill:

  1. At your regularly scheduled doctor appointment. Please try to have all of your medications refilled while you’re in with the doctor so you don’t need to request refills.
  2. Request a refill through the patient portal at least 5 business days before you run out.
  3. If you do not have access to the portal, call our office and follow the prompts for the prescription refill line at least 5 business days before your prescription runs out. **Some medications are unable to be refilled directly to your pharmacy and may require a trip to our office to pick up a written prescription. There may be an early refill fee of $20 per medication applied for this. This fee can be avoided if you make sure that your medications are refilled during your scheduled appointment.
Why am I being charged for a prescription refill?

There is a charge for prescription refills submitted outside of scheduled appointment times.  The charge covers your provider’s time spent reviewing your chart, assessing the medical necessity of the prescription refill request, and documenting the service being provided.  This fee can be avoided if you make sure that your medications are refilled during your scheduled appointment. 

How do I know when my prescription is ready to be picked up from my pharmacy?
First check with your pharmacy to see if your medications are ready to be picked up. If they haven’t received it, or there is another complication, please call our office and follow the prompts for the prescription refill line.
Why won’t you let my mom schedule an appointment for me or request a prescription refill?

We adhere to strict HIPAA confidentiality laws for your protection as a patient of The Pisgah Institute. If you want any other person to be able to make or cancel appointments on your behalf and you are over the age of 18, please fill out the “Appointment Consent” form and a staff member will update your account. This consent does not give The Pisgah Institute permission to discuss anything clinical – it is to make or cancel appointments only. There is a separate consent form for prescription refill requests.

What happens if someone else needs to speak with my doctor on my behalf?
We adhere to strict HIPAA confidentiality laws for your protection as a patient of The Pisgah Institute. In order for any staff member or provider to speak with someone other than you (the patient), a signed release of information must be on file. The release of information gives written permission for us to communicate with another person about you. Please note this is a separate form from the “Appointment Consent” or the “Prescription Consent”.
How do I get a copy of my medical records?
All we need is a signed release of information turned in to our office, and we can either fax your records to you for free or print/mail them for a minimum fee of $10. **The fee for printed copies varies on how many pages there are.**
What if my primary doctor needs my medical records?
Sign a release of information allowing The Pisgah Institute to communicate with your doctor. You can decide what portions of your records are released and how it is transmitted; either by verbal communication or by faxing your records directly to your doctor. If you choose “verbal communication only”, we will only be able to speak to the person written on the release, and they will not receive hard copies of your records. Releases of information can be revoked at any time in writing.
I want to see my doctor every week so why can’t I schedule more than 4 appointments at a time?
We only allow folks to schedule up to 4 appointments at a time to make sure that every one of our patients can have a fair chance of getting in when they need to.
How do I make a payment if my appointment isn’t for a while?

The easiest way to make a payment is to use the link on our website (see the top menu of this page) that says “Make a Payment”. Alternatively, you can call our billing department and we can take a credit/debit card over the phone. You can also mail in a payment; however, this is the slowest way and may take us some time to update your account.  To ease the check in process in the future, you may also elect to put a credit or debit care on file for your copays. 

What’s the difference between a copay and a deductible, and what does that mean for me?
Great question! A copay is a set dollar amount (for example: $20) that you pay at the time of your appointment as determined by your contract with your health insurance plan. A deductible is an amount set by your insurance company that has to be met prior to your coinsurance kicking in…. meaning you have to meet this deductible before your insurance will start making any payments.
What can the billing department even do for me?
Our billing department is set up to assist you with taking payments, making payment plans, changes with your insurance, answering questions on your account and insurance benefits, and providing the end of year payment report for tax purposes.
Your phone tree is hard to navigate… how do I speak to a person?
If you cannot use the portal, you can speak with a staff member by pressing Option 8 on the phone tree.

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