Appointments, Scheduling & Cancellations

How do I schedule or change an appointment?

All visits are by appointment only. Appointments can be scheduled through our patient portal or website: www.functionalwellnessofmemphis.com

To cancel or reschedule, please do so at least 24 hours before your appointment time.

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What is your cancellation policy?

Cancellations made less than 24 hours before the appointment are subject to a $50 late cancellation fee. This fee reflects provider time reserved specifically for you and not available to other patients.

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What happens if I miss my appointment (no-show)?

If you do not attend your appointment and do not notify the office, you will be charged the full cost of the scheduled appointment, representing reserved provider time:

• New Functional Medicine Appointment: $300

• Follow-Up Functional Medicine Appointment: $150

• Primary Care Appointments: $50

After two missed appointments (not necessarily consecutive), patients may be discharged from the practice.

 

Communication & Emergencies

How should I contact the office?

• Emergencies: Call 911 or go to the nearest Emergency Room.

• Non-urgent matters (appointments, refills, forms, questions): Please submit requests through your patient portal.

• Routine requests are not handled by phone and will be redirected to the patient portal.

• Same-day delays or cancellations should be called in when possible.

After-hours contact is reserved only for urgent medical concerns, such as serious medication reactions or immediate safety issues.

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Prescriptions & Refill Requests

How do prescription refills work?

• Medications are prescribed to last until your next follow-up appointment.

• Refills are not provided without an active scheduled appointment.

• Please allow up to 72 hours for refill requests.

• Refill requests must be submitted by the patient — pharmacy requests are not accepted.

• Medications not managed by Functional Wellness of Memphis will not be refilled.

 

What if my medication needs prior authorization?

Some medications require insurance approval.

• Prior authorizations require staff time and chart review and may carry a $10 administrative fee.

• Processing may take up to 7 business days, depending on your insurance company.

 

What is your policy on controlled substances?

For patient safety and regulatory compliance:

• Visits are required at least every 3 months

• No more than a 90-day supply is prescribed

• No early or between-visit refills are provided

• Lost or stolen medications are not replaced

• Periodic urine drug screening is required

• Prescription monitoring databases are reviewed as part of safe prescribing

Evidence of misuse or unsafe behavior may result in immediate discharge from the practice.

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Labs, Testing & Preparation

Will my blood work be covered by insurance?

Many standard labs can be ordered through your insurance if you choose. You are still responsible for your deductible, coinsurance, and copays.

Advanced functional medicine testing may not be covered depending on your plan and the specific tests ordered. Your insurance carrier will send you an Explanation of Benefits (EOB) showing what was paid or denied.

Even when insurance does not cover certain tests, they may still provide valuable clinical information for your care plan.

 

Do I need to fast for blood work?

Yes. Initial blood work is typically fasting, which means:

• Nothing to eat or drink except water or black coffee for 8 hours before your visit

• No supplements, vitamins, hormones, or thyroid medications the morning of your appointment

Your provider will give specific instructions if additional preparation is required.

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Do you use other types of lab testing?

Yes. We utilize a variety of testing methods to identify root causes of health concerns. Testing is personalized based on your history and symptoms.

Some tests are completed at home using stool, urine, or saliva samples.

Examples include:

• GI-MAP Stool Study

• DUTCH Hormone Testing

• ZRT Cortisol & Neurotransmitter Panels

• H. pylori and SIBO Breath Tests

• IgG Food Sensitivity Panels

• iGenex Lyme & Tick-Borne Testing (urine and blood)

• Mycotoxin (mold) testing

Your provider will review recommendations and costs with you before ordering.

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Will I see my lab results in the portal?

Yes. Most standard labs will be uploaded to your portal under "Documents" once they are reviewed by your provider. Results and treatment plan will be discussed at your follow-up visit.

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Payments, Insurance & Accounts

When is payment due?

Payment is the patient’s responsibility and is due at the time services are provided.

Administrative fees may apply for:

• Late cancellations and no-shows

• Prior authorizations

• Refill requests between visits

• Letters or forms

• Medical records requests

Balances over 30 days may be referred to collections as permitted by Tennessee law.

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Can I use insurance for functional medicine visits?

No. Functional medicine visits are self-pay and are not billed to insurance.

Insurance may still be used for eligible laboratory testing or imaging when applicable, but consultation visits are not submitted to insurance.

Functional medicine requires extended visits, in-depth assessment, and personalized care plans. Insurance models are structured around brief, problem-focused visits and do not reimburse for this level of care.

Self-pay allows your provider to focus on prevention, root causes, and whole-person treatment rather than insurance limitations.

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Can I use my HSA or FSA?

Yes. You may use your HSA or FSA to pay for:

• Consultations

• Lab fees

• Supplements

Use of these funds depends on your individual account rules.

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Can I see my balance and make payments in the portal?

Yes. Statements and balances may be visible in your portal account. Secure online payment options are available through the portal.

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Care Model & Treatment Approach

What is the difference between functional medicine and conventional medicine?

Conventional medicine often focuses on diagnosing and treating symptoms, frequently with medications or procedures. While this can be very effective for acute issues, symptoms may return if the underlying cause is not addressed.

Functional medicine focuses on identifying and treating the root causes of disease. It considers how systems in the body interact, and treatment plans are individualized to restore balance and long-term function.

Both models are important and can work together to support overall health.

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Patient Portal 

How do I access the patient portal?
You can access the portal using the link provided by our office or through our website. You will log in with the email address and password you created when you registered.

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I forgot my password. What should I do?
Click the “Forgot Password” link on the login page and follow the instructions to reset your password via email.

 

Can I use the portal on my phone?
Yes. The portal works on most smartphones, tablets, and computers through your web browser. But it works best from a web browser or the Optimantra app. 

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Can parents access a child’s account?
Yes. Parents or legal guardians may have proxy access to their child’s chart once appropriate consent forms are on file. Once you are logged in, you will be asked to provide "First Name" and "Date of Birth"

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Can I update my information later?
Yes. You can update demographics, medications, supplements, and health history in the portal as things change.

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Privacy, Consent & Patient Rights

How is my medical information protected?

Your medical information is protected under state and federal privacy laws, including HIPAA. Information may be used or shared only as permitted for treatment, payment, healthcare operations, or legal or regulatory requirements.

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What does “Consent to Treat” mean?

By signing the consent, you authorize our providers to evaluate and treat you using medically appropriate methods, including labs and diagnostic testing when indicated.

You always have the right to ask questions, decline treatment, or stop care at any time. No medical outcomes can be guaranteed.

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Why do you use dictation software?

Providers may use secure medical dictation software to document visits efficiently and accurately. This does not change how your health information is protected.

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Can the practice end the provider-patient relationship?

Yes, in certain situations, including:

• Abusive or threatening behavior

• Repeated missed appointments

• Ongoing noncompliance with care plans

• Unresolved financial balances

If care is terminated, this is done in accordance with Tennessee continuity-of-care requirements to allow time for transition to another provider.

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