New Patient Visit
Preparing for Your First Visit
Welcome to Highlands Oncology. We recognize that your first visit to an oncology practice can be a challenging time. Our dedicated team is committed to providing you with compassionate care, clear information, and ongoing support. We strive to make your experience positive and reassuring as we begin this journey together.
New Patient Intake Process
If a referral has been sent to us on your behalf, our Patient Access team will contact you by telephone to confirm your demographics, phone numbers, insurance information, and create your official medical record with Highlands.
If the doctor you are scheduled to see wants to order any imaging scans for your first appointment, our team will work with your insurance company ahead of time to obtain prior authorization before your appointment.
Our scheduling team will send you a Release of Information document to sign and return so that we can start working on retrieving any/all pertinent medical records from other entities that you may not have access to.
Before Your Appointment
In preparation:
Gather Your Information
Collect any recent test results, lab work, imaging scans (such as MRIs or CTs), and pathology reports from your referring doctor.
Create a List of Medications
Include all current prescription drugs, over-the-counter medications, and supplements.
Prepare Your Questions
It can be helpful to write down any questions you have for the oncologist. It’s common to forget things during an appointment, and having a list ensures you get the answers you need.
Bring a Companion
If possible, we encourage you to bring a family member or friend. They can offer emotional support, help you remember details, and take notes.
Complete the Pre-Registration Process
When you receive the appointment reminder prompt on your phone or by email, you will be directed to complete the pre-check-in interview that includes the necessary paperwork as a new patient with Highlands.
Our Highlands front desk team uses a service for your smartphone or tablet called PHREESIA. This allows you to easily confirm, reschedule, or cancel your visit, receive reminders and check-in notices for pre-registration, and complete any necessary paperwork online. You can also securely make payments and upload new insurance cards before your appointment.
If you have questions, please speak with any of our staff at the front desk.
During your first Visit
When you arrive, here’s what you can expect:
Patient Registration
Our friendly front desk staff will greet you and help you with the check-in process. We will collect your insurance cards and a photo ID. Depending on the reason for your visit, you may be asked to answer some additional questions or sign additional paperwork at the front desk.
Navigation
Next you will meet with one of our friendly Patient Navigators who will provide you with your new patient packet that is filled with information about our clinics and services and contains important phone numbers when you need to speak to someone on your care team. The Navigator will help you with the layout of the facility, show you where the restrooms are, and make sure you are taken to the correct location within the building after check-in.
Financial Counseling
If you are uninsured or underinsured, we will have you meet with one of our Financial Advocates to discuss financial responsibility and the many resources we have in patient assistance, free-drug programs, payment plans, and more.
Blood Work/Scans: Your first visit may also call for lab work or scans in which you will be taken to those different areas to perform before seeing the doctor.
Meeting With a Nurse
A nurse will take you to a private room. They will take your vitals, review your medical history, and answer any initial questions you may have.
Consultation with your oncologist/hematologist: Your oncologist/hematologist will meet with you to review your medical history, discuss your test results, and explain your diagnosis in clear, understandable terms. Together, you will begin discussing potential treatment options tailored to your specific case.
Creating a Plan
You and your care team will collaborate to establish a clear roadmap for next steps, which may include additional testing, referrals, or scheduling future appointments.
After your appointment
Ongoing Support & Guidance
Providing a Summary
You will receive a summary of your visit, including information about your diagnosis, treatment recommendations, and upcoming appointments.
Our Patient Portal
“Care Space” where you can view your medical information and communicate directly with you care team.
Coordinating Your Care
Our patient navigators will help you schedule follow-up appointments and connect you with any necessary support services, such as social work, nutrition, or financial counseling.
Remaining a Resource
You can call our office at any time if you have further questions. Our care team is dedicated to being accessible and responsive to your needs.