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Top 5 New Patient Questions

By Jessica, former patient and current SGF employee.

“The majority of 25 year olds are worrying about what to wear to the bar on the weekend, or what kind of date night they should have, or even who they would want to hang out with. My story, on the other hand, was a little different – I was a newlywed with severe baby fever.

My friends just thought I was obsessed with getting pregnant and if I relaxed, had a glass of wine, I would get pregnant. What they didn’t understand was that I was struggling with infertility at 25. My husband knew much more about my menstrual cycle than any man should know.”  Read her story “Infertility at 25.”

Now, as a Patient Service Representative, I see new patients day in and day out. I answer numerous questions from anxious and nervous couples on what they should expect as they start their journey with Shady Grove Fertility. I have compiled the top five patient questions that I have been asked and answered them here for you.

Top 5 New Patient Questions

1) How do I make an appointment and what kind of information do I need to have before calling Shady Grove Fertility?

When you call the New Patient Center, a New Patient Liaison will ask you how long you’ve been trying to conceive. They will also inquire if you have insurance coverage and collect that information to be verified. If you have talked to your insurance beforehand and were given an authorization number or a referral for the New Patient Visit, please provide that information to the New Patient Liaison.

They will also gather the following information:

  • your name
  • date of birth
  • address
  • phone number
  • an email address to send a confirmation email and attached documents for the initial visit
  • and your partner’s information, if you have one.

The New Patient Center will set you up for a new patient appointment at the location and with the physician of your choice, if they’re available. They will also ask and see how you were referred or how you heard about Shady Grove Fertility.

2) What is the role of my clinical team?

In addition to your physician, your clinical team is made up of three team members: your fertility nurse coordinator, your clinical administrative assistant, and your financial counselor.

Fertility Nurse Coordinator: As you move forward with testing and treatment, your nurse will often be your main point of contact. You should notify her on day 1 of your period as well as any clinical questions such as your protocol, medicine, or if you have a medical concern.

Clinical Administrative Assistant: If you have a question about your prior authorizations or approvals for prescriptions, scheduling emergency appointments, and collecting outside medical records, contact your Clinical Administrative Assistant.

Financial Counselor: A financial counselor can be very helpful to be in contact with during your journey with Shady Grove Fertility. If you have questions about pricing, insurance authorizations for procedures and visits, referrals, or insurance coverage, you would need to speak with your Financial Counselor in your home office.

3) What do I talk to my insurance company about?

If you have insurance, it is best if you contact your insurance company prior to coming in and determine what your infertility benefits may be. Specifically ask if you have any diagnostic, IUI, and IVF coverage. And then ask if you need any referrals or authorizations in order to be seen for the first time or any other follow-up visits. Check and see if you have deductibles or co-insurance and see what your limits are before you are covered.

4) What can I do to make the New Patient Visit go smoothly?

We always ask our patients to arrive 15 minutes early so that we have ample time to complete the registration process.

When you check in, you will be asked to provide the following:

  • Government Issued Identification Card
  • Insurance Card (if applicable)
  • Completed Registration Form
  • Completed Genetic Questionnaire
  • Completed Male/Female Questionnaire

We will then ask you to fill out three consent forms:

  • Financial Policy
  • Pharmacy Verification Form (if applicable)
  • HIPAA

We will then take a photo image of you for identification purposes and have you take a seat in the waiting room to be called.

3) There are so many different types of appointments; what should I expect at each one? 

New Patient Visit and Follow-ups: The first visit with a physician and the follow-up visit to discuss testing and treatment options are scheduled Monday through Friday. Offices hours vary.

Monitoring (ultrasound and bloodwork): These are scheduled seven days a week.  Monday through Friday, we schedule these between 7:00 a.m. and 11:45 a.m. The busiest time during the day is between 7:00 a.m. and 8:30 a.m. If you have to come in on the weekend or holidays, we strictly schedule these in time order, starting from 7:00 a.m. and going up until 12:00 p.m., only if all earlier slots are booked. The busiest time is between 8:30 a.m. and 12:00 p.m.

Mock Embryo Transfer and Saline Sonogram: These are scheduled during monitoring hours. However, if it is a Monday or Friday, we strictly schedule these appointments between 10:00 a.m. and 11:45 a.m.

HSG: The schedule for the HSG varies greatly. We offer Monday through Friday as early as 7:10 a.m. and depending on the day, as late as 4:10 p.m. We also offer HSGs on some Saturdays, however these are strictly scheduled in time order starting earliest to latest.

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