FAQ's

What should I do prior to my visit?

Request copies of medical records from your primary care doctor(s) or other specialists related to your ear, nose & throat problems including medications you have been treated with.

Request a copy of head & neck area X-rays/MRIs or CT scans unless performed at Concord Hospital (we need actual films or CD , not just paper report).
Request full copy of sleep study report and C-PAP records (if applicable)

What should I bring to my appointment?

You should bring the following:

  • Health Insurance Card
  • List of All Medications you are currently taking
  • Completed patient registration forms
  • Co-payment or full payment if self-pay

What is your prescription refill policy?

Most prescriptions will be refilled by your primary care providers. If specific prescriptions provided by our physicians require a refill, those requests should be made during regular office hours (8:30 am – 4:30 pm) by calling the office and discussing the situation with the triage nurse. If you leave a message on the nurse’s voice mail, please leave the following information: Spell your name (or the patient’s full name), date of birth, pharmacy and location or telephone number, name of medication, strength, dose, and quantity. If you just had surgery and you are experiencing post-operative pain, please insist that you speak with a nurse. Except for post-operative prescriptions, please allow at least 24 hours for refills.

With which insurance companies do you participate?

All of our physicians and audiologists participate with the following insurance companies for medical, surgical and audiological services (excludes hearing aids which are sold through our sister company, Alliance Audiology, LLC): Anthem, Aetna, Cigna, CCN, First Health Network, HCVM, Harvard Pilgrim, Martin's Point, Medicare B, some Medicare Advantage  or HMO Plans (please check), Tricare (but not Tricare Prime), United Healthcare, NH Healthy Families and NH Medicaid.

Currently, we do not participate with PHCS, Tricare Prime, Commercial Insurance Plans, some Medicare Advantage Plans, Wellsense, and out-of-state Medicaid; however, we will provide you with completed insurance forms. Please call our billing department or check with your insurance company to verify that we are participating with your plan.

What if your doctors are not listed in my insurance company’s network?

We will assist you to obtain your out-of-network benefits if you have a commercial insurance plan or other PPO or POS managed care plan with which we are not contracted. Our office will bill your insurance company electronically; however you, not your insurance company, will be financially liable for payment of services rendered.

If you have an HMO plan with no out-of-network benefits, you may have to obtain a special out-of-network referral from your primary care physician to obtain services from our providers. HMO’s usually provide financial benefits for services rendered within their own physician network only.


The doctor performed an ear, nose & throat exam in the office. Why does the Explanation of Benefits from my insurance company state I had surgery?

Our physicians perform a number of diagnostic procedures in the office such as sinus or nasal endoscopies (sinus scope) or laryngeal endoscopies (throat scope). These technologically advanced fiberoptic scopes allow our physicians to better visualize the inner structures of your head and neck region and to more precisely diagnose your condition.

Medical procedures are assigned codes for billing purposes. Codes for endoscopies and other office procedures such as nasal cauteries are listed in the “Surgery” section of the procedure code manual. This creates confusion as “surgery” in the sense that most patients think of surgery was not performed, but the billing procedure code is correct. Your insurance company considers these procedures as “surgery.”

I paid my co-pay and balance due, so why did I receive another statement?

There are many reasons why this might happen.

  • Your insurance company may require another co-pay because you had a procedure or audiogram in addition to an office visit or consult.
  • You may have a higher copay for specialists visits.
  • You had a previous visit or surgery and your payment was applied to the older balance.
  • Your payment and our statement crossed in the mail.
  • The payment may have been applied to another family member because the patient account number or name was not indicated on the check.
  • Please call our billing office at (603) 415-4230 extension 105 or 131 if you have any questions about your statement.


Why do I need a referral from my Primary Care Physician to see the physicians at Concord Otolaryngology?

We are a specialty surgical practice and do not provide primary care services such as the occasional sore throat, earache, or ear wax conditions. Though we no longer require referrals for all ear, nose and throat related appointments, you must obtain an authorization from your primary care physician (PCP) if you have an HMO or other managed care plan that requires PCP referral for specialty services. Also, Medicare requires a PCP referral for an audiogram.

How do I obtain copies of my medical records?

Our office will provide you with a Release of Information form which you must complete, sign and date. Within 10 business days, we will prepare your records and mail them to the physician or other entity indicated on the release form. There may be a small charge for copying, preparing and mailing your records. If we are referring you to another physician, we will automatically forward your records.

Are there any information resources you recommend where I can learn more about Otolaryngology and my individual condition?

Yes, we find the information on the American Academy of Otolaryngology website to be helpful. Their main site address is http://www.entnet.org/

Below are links to patient information pages provided by the Academy sorted by areas on interest.

Ears
Throat
Nose and Mouth
Head and Neck
Cancer
Pediatric

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