Frequently Asked Questions (FAQs)

NeoVita accepts most major insurance plans, including Medicare, Medicaid, and commercial insurance from national and regional carriers.

Our insurance team works with over 200 different insurance companies and health plans, and we’re continually expanding our network to ensure maximum accessibility for our patients.

Before your first appointment, our insurance verification team will check your specific benefits and provide you with detailed information about your expected out-of-pocket costs.

This includes your deductible status, copayment amounts, coinsurance percentages, and any pre-authorization requirements for specific services. We believe in financial transparency and will never surprise you with unexpected costs.

For patients with insurance plans we don’t currently accept, we offer several options. Our financial counselors can help you understand your out-of-network benefits, assist with appeals to your insurance company for coverage exceptions, or work with you to develop payment plans that make care affordable. Many insurance companies will provide coverage for out-of-network care when it’s medically necessary and not available within their network.

International patients and those with international insurance can work with our specialized international billing team to understand coverage options and payment arrangements. We have experience working with insurance systems from over 40 countries and can help navigate the complexities of international healthcare coverage.

NeoVita provides comprehensive support services that address the emotional, practical, and logistical challenges that often accompany serious medical conditions.

We understand that effective healthcare involves much more than medical treatment and that patients and families need support across multiple dimensions of their experience.

Our Patient Navigation Program assigns dedicated coordinators to help patients and families navigate the complexities of medical care, from initial appointments through treatment completion and follow-up care. Patient navigators help coordinate appointments, facilitate communication between different specialists, assist with insurance and billing questions, and serve as advocates for patients throughout their care journey.

Psychosocial support services include licensed social workers, counselors, and psychologists who specialize in helping patients and families cope with the emotional impact of serious medical conditions. These services include individual counseling, family therapy, support groups for specific conditions, and stress management programs. Many patients find that addressing the emotional aspects of their medical journey significantly improves their overall experience and outcomes.

Practical support services help address the logistics of medical care, including assistance with transportation, lodging for out-of-town patients, childcare during treatment, meal programs, and connections to community resources. Our financial counselors help patients understand their healthcare costs, apply for assistance programs, and develop payment plans that make care affordable.

NeoVita provides multiple convenient methods for patients to access their medical records, test results, and other healthcare information while maintaining the highest standards of security and privacy protection. We believe that patients should have easy access to their own healthcare information and that this access improves patient engagement and healthcare outcomes.

Our patient portal provides 24/7 online access to your complete medical record, including test results, imaging reports, physician notes, medication lists, and appointment schedules. The portal is accessible through secure login from any device with internet access and includes mobile-friendly interfaces for smartphones and tablets. Test results are typically available through the portal within 24-48 hours of completion, often before you receive a phone call from your healthcare team.

For urgent or concerning test results, our policy requires direct communication from your healthcare team before results are posted to the portal. This ensures that you never receive concerning medical information without appropriate context and support. Routine test results may be posted to the portal with explanatory notes to help you understand what the results mean.

Physical copies of medical records can be requested through our health information management department, and we can provide records in various formats including printed copies, CDs with imaging studies, or secure electronic transmission to other healthcare providers. International patients and those receiving care remotely can access all the same record access services, with additional support for different time zones and international communication needs.

Seeking a second opinion is always your right as a patient and is often recommended, especially for serious diagnoses, complex conditions, or major treatment decisions. Studies show that second opinions confirm the original diagnosis and treatment plan about 70% of the time, but in 30% of cases, they provide new information, alternative treatment options, or different perspectives that can significantly impact your care.

Our Second Opinion Program is specifically designed to provide comprehensive expert reviews of your medical case without disrupting your relationship with your current healthcare team. The process begins with our patient navigators gathering all your medical records, test results, and imaging studies. We then match you with the most appropriate specialist for your specific condition—someone with extensive experience in cases similar to yours.

You can receive a second opinion through several methods: in-person consultation, virtual consultation via telemedicine, or comprehensive medical record review. Virtual consultations have become increasingly popular, allowing patients to access our specialists regardless of geographic location. These video consultations provide the same quality of expert review as in-person visits for many conditions.

The second opinion process typically takes 1-2 weeks from initial contact to final report, though urgent cases can be expedited. You’ll receive a detailed written report explaining the specialist’s findings, recommendations, and rationale, which you can share with your current healthcare team. Most insurance plans cover second opinions, recognizing their value in ensuring appropriate care.

Care coordination is a cornerstone of our approach at NeoVita, recognizing that most patients have ongoing relationships with primary care physicians and other specialists who remain important parts of their healthcare team. We view ourselves as partners in your care rather than replacements for your existing healthcare relationships.

Our care coordination process begins before your first appointment, when our team reaches out to your current healthcare providers to gather relevant medical records, understand previous treatments, and learn about any specific concerns or questions your current doctors want addressed. This preparation ensures that our specialists have complete information about your medical history and current care plan.

After your consultation, we provide detailed reports to your referring physicians and other healthcare providers explaining our findings, recommendations, and any treatment plans we’ve developed. These reports are written in medical terminology that facilitates professional communication while also being understandable to patients who want to review them.

For ongoing care, we maintain regular communication with your healthcare team through secure medical communication systems, shared electronic health records when available, and direct physician-to-physician consultations when needed. This coordination is particularly important for patients receiving complex treatments that require monitoring by multiple specialists. For international patients or those whose primary healthcare providers are in different healthcare systems, we have specialized care coordinators who understand the complexities of coordinating care across different medical systems.

NeoVita strongly supports family involvement in patient care while strictly adhering to medical privacy laws and respecting each patient’s preferences about information sharing.

We understand that family members often play crucial roles in healthcare decision-making, provide emotional support, and help patients navigate complex medical information.

To involve family members in your care, you’ll need to complete HIPAA authorization forms that specify exactly which individuals can receive information about your medical care and what types of information they can access. These authorizations can be very specific—you might authorize one family member to receive general updates while allowing another to participate in treatment planning discussions.

Family members can participate in appointments, receive copies of medical records, communicate with your healthcare team, and be involved in treatment decisions according to the level of involvement you specify in your authorization forms. Many patients find it helpful to have family members present during important consultations, as they can ask questions you might not think of and help remember important information discussed during appointments.

For international patients or those whose families live far away, we offer family conference calls and video consultations that allow distant family members to participate in important medical discussions. Privacy protections remain in effect even with family involvement, and you can modify or revoke family authorizations at any time.

NeoVita maintains comprehensive emergency response protocols to ensure that our patients receive immediate, appropriate care whenever urgent medical situations arise.

Our approach to emergency care recognizes that medical conditions don’t follow business hours and that urgent situations require immediate access to specialized expertise.

During business hours, any urgent medical concerns should be directed to your care team immediately through our dedicated urgent care phone lines. Our specialists maintain emergency contact protocols that allow urgent cases to be evaluated and treated without delay. For patients currently receiving treatment, we have rapid-response systems that can quickly connect you with your healthcare team or arrange immediate evaluation.

After hours and on weekends, we maintain 24/7 coverage through our specialist call system and partnerships with local emergency departments. Our specialists are available for consultation with emergency department physicians, can provide immediate treatment recommendations, and can coordinate direct admission to our facility when appropriate for ongoing care.

For patients experiencing true medical emergencies—chest pain, difficulty breathing, severe bleeding, signs of stroke, or other life-threatening symptoms—always call 911 or go to the nearest emergency room immediately.

Emergency departments are specifically equipped and staffed to handle life-threatening situations, and our specialists can provide consultation and coordinate follow-up care once you’re stabilized.

Our electronic health record system provides emergency departments and urgent care facilities with immediate access to your medical history, current medications, and treatment plans when you provide authorization, which can be crucial for emergency providers who need to understand your medical background quickly.

Patient safety is our highest priority at NeoVita, and we maintain comprehensive safety protocols that exceed national standards and incorporate the latest evidence-based practices.

Our safety systems are designed to prevent errors, minimize risks, and ensure that every patient receives the safest possible care throughout their treatment journey.

Our safety protocols begin with thorough pre-procedure verification processes that confirm patient identity, procedure details, and any special considerations or allergies. We use multiple verification checkpoints, including patient wristbands, verbal confirmations, and electronic verification systems that prevent wrong-patient or wrong-procedure errors.

All procedures are performed by board-certified specialists using state-of-the-art equipment that undergoes regular maintenance and calibration.

Our operating rooms and procedure areas meet or exceed the highest safety standards, with advanced monitoring systems, emergency response equipment, and specially trained support staff who can respond immediately to any complications.

Our infection prevention program follows the strictest protocols for sterilization, equipment cleaning, and environmental safety.

We maintain infection rates well below national averages through rigorous attention to hand hygiene, sterile technique, and environmental controls that prevent healthcare-associated infections.

Post-procedure monitoring includes comprehensive systems for tracking patient recovery, identifying potential complications early, and ensuring appropriate follow-up care.

Our nurses are specially trained in recognizing early warning signs of complications and have immediate access to physicians when concerns arise.

We are committed to providing exceptional care and want to address any concerns immediately and effectively.

Patient feedback is essential for maintaining our high standards and continuously improving our services. We have multiple channels for patients to express concerns and a dedicated process for ensuring that all issues are addressed promptly and thoroughly.

For immediate concerns during your visit, speak directly with your nurse, physician, or the charge nurse on your unit.

Most issues can be resolved quickly through direct communication with your care team. If you’re not comfortable speaking directly with your care team, ask to speak with a patient advocate or nursing supervisor who can help address your concerns.

For more complex concerns or issues that aren’t resolved through direct communication, contact our Patient Relations department at

We maintain a formal grievance process for serious concerns that ensures independent review of your case and appropriate follow-up actions. This process includes investigation by senior leadership, consultation with relevant medical staff, and formal written responses that explain our findings and any corrective actions taken.

Patient safety concerns receive immediate priority attention through our rapid response system that can involve senior medical leadership, department heads, and external consultants when appropriate. We take all safety concerns seriously and investigate them thoroughly regardless of how minor they might seem.

We also encourage feedback about positive experiences and suggestions for improvement. Patient input helps us understand what we’re doing well and identify opportunities to enhance our services for future patients.