Best Primary Care Doctor in Stone Oak, Live Oak, San Antonio Texas

Please make sure to cancel your appointment at least 24 hours in advance to avoid Cancellation or No show fee !!! Thank you.     We Accept Most Major Insurance

(210) 742-6555

liveoakoffice@hillsidemedicalgroup.com

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Home / FAQ Office Page

FAQ Office Page

FAQ Office Page

Why are wait times sometimes longer than expected?

We aim to see every patient within 60 minutes. Occasionally, unexpected emergencies or complex visits may cause delays. This is common in all medical practices. We are continuously working on improvements, including 24-hour pre-check-in, to make your visit smoother. 

Electronic check-in helps us:

  • Reduce wait times
  • Avoid repeating forms
  • Prepare your visit ahead of time

It’s a faster, simpler way for you to get checked in.

This keeps your information safe and private. By entering it yourself, our staff has no access to your personal financial details.

Providing your insurance info ahead of time allows us to:

  • Verify coverage
  • Confirm your copay or deductible
  • Give your provider the information they need for your visit


Some insurance verifications can take 1–2 hours, so this helps everything run smoothly.

No — our staff can check you in manually. We encourage electronic check-in for security and convenience, but we are happy to assist you if needed.

For certain insurance plans, your provider must document the medical reason for a referral. This ensures your insurance can approve it and you get the care you need.

We submit referral requests within 24 hours, but insurance companies may take 2–4 weeks to approve. We appreciate your patience during this process.

Some medications require insurance approval before they can be prescribed. We submit all necessary information, but the insurance company makes the final decision.

After we submit your claim, your insurance decides what they cover and what you are responsible for. Once we receive that information, any remaining balance is applied to your account.

Yes! We send statements to your home monthly to keep you informed.

We value transparency and honesty. If you notice an issue, please contact us first — we’ll review and clarify everything. If you’re still concerned, your insurance can also audit your records for accuracy.

Heart disease is the leading cause of death in the U.S.
An EKG helps detect early signs of heart problems and ensures your medications are safe for your heart.

Labs help us monitor your health and organ function, keeping your medications safe. This is especially important as our bodies age.

Having a specialized billing team helps us provide accurate, efficient service. If you have questions, you can always speak with a clinic manager in person.

This allows our in-office staff to focus on patients without distractions. Our virtual assistants are trained to answer calls quickly and respectfully, so you get fast, friendly service.

We offer a wide range of services, including:

  • Allergy testing and treatment
  • Cardiac testing
  • Diabetic neuropathy testing
  • In-house labs

Please visit our Services page for full details.

For some insurance plans (like HMOs), you need to select a PCP for coverage. This ensures your visit, referrals, and authorizations are processed correctly.

We send:

  • Email 1 week before
  • Text 48 hours before
  • Call 48 hours before


These reminders help you avoid missed appointments or late cancellation fees. Once you confirm, notifications stop.

Yes. After 3 missed appointments, patients may be dismissed to ensure fairness for all patients. We always want to work with you to prevent this whenever possible.

Missed appointments prevent other patients from being seen and increase wait times. Fees encourage timely cancellations so everyone can receive the care they need.

This allows us to securely process late-cancellation or no-show fees while protecting your information.

This small charge verifies your card with the processor. It is refunded within 24 hours, and your card details remain secure.

Being a patient here is a trusted relationship. If that trust is broken, we may recommend another provider to ensure you receive the best care possible.

Insurance networks differ for each patient. We provide options, but sometimes patients need to confirm in-network providers with their insurance to ensure coverage.

Allergy shots are custom-made by specialized pharmacies. Production and shipping can take extra time, which is beyond our control.
Allergens can change from year to year. Testing annually helps ensure your treatment remains accurate.
Initial labs follow medical guidelines to screen for common conditions like cholesterol, diabetes, anemia, and vitamin deficiencies.

Lab fees are determined by your insurance. We provide upfront information to prevent surprise bills.

You can choose to:

  • Keep a credit on your account for future visits, or
  • Receive a refund mailed to your home

Forms such as FMLA and disability are not covered by insurance. Provider time and expertise are required, so a small fee ensures your forms are handled properly.

There is a shortage of primary care providers nationwide. Expanding allows more patients to access timely care.

Providers sometimes move or change specialties. Our goal is always continuity of care so your treatment isn’t interrupted.

You can contact your provider by:

  • Phone
  • Email
  • Patient portal messaging


We want you to feel supported and connected.

HIPAA rules require protecting your privacy. Results are available through your patient portal or during your visit.

This ensures your records stay private. You may also request records in person if you prefer.

We do not charge for the preventive annual physical itself.

Sometimes there is confusion about what counts as a preventive visit versus a medical visit:

  • Preventive care: Routine screenings and preventive discussions (e.g., mammograms, colon cancer screening, vaccinations, blood pressure and diabetes checks). Usually fully covered.
  • Medical issues discovered or treated during the visit: Conditions like high blood pressure or diabetes that require treatment are considered office visits, and standard copays or deductibles apply.

We try to see every patient within 60 minutes, but sometimes emergencies or complicated visits can slow things down. This happens in every medical office. We’re working on improvements, like 24-hour pre-check-in, to make things quicker and smoother for you.

Checking in electronically helps us get you seen faster, avoids repeating forms, and lets your provider be prepared for your visit. It really speeds things up!

It’s all about security. By entering your information yourself, no one else in the office has access to your personal financial details.

Providing insurance info ahead of time helps us:

  • Check coverage

  • Figure out your copay or deductible

  • Give your provider all the info they need

Insurance verification can take 1–2 hours, so giving details in advance keeps things moving smoothly.

Not at all! Our staff can check you in manually if you prefer. We just encourage electronic check-in because it’s fast and secure.

Some insurance plans require a referral from your provider. Seeing your provider first ensures the referral is documented correctly and approved by your insurance.

We send referral requests within 24 hours, but insurance can take a couple of weeks to review and approve. We know waiting isn’t fun, and we appreciate your patience!

Some insurance plans require approval before certain medications can be prescribed. We send all the necessary info, but the insurance company decides if it’s approved.

After your visit, your insurance decides what they cover and what you’re responsible for. Once we get that info, your portion is applied to your account.

Yes — we mail statements every month so you always know what’s going on.

We’re very transparent. If you notice an issue, please reach out to us first — we’ll review and explain everything. If you’re still concerned, your insurance can also audit your records.

Heart disease is the #1 cause of death in the U.S., so we like to catch problems early. An EKG helps make sure your heart and medications are safe.

Labs help us check that your organs are handling medications safely. This is extra important as we age — it helps us keep you healthy and on the right dose.

We have a specialized billing team so our office can focus on your care, while experts handle insurance claims. If you have questions, you can always speak with a manager in person.

This helps our in-office staff focus entirely on patients. Our virtual assistants are trained to be fast, kind, and respectful — they answer most calls in under 30 seconds!

We offer:

  • Allergy testing and treatment

  • Heart testing

  • Diabetic neuropathy testing

  • In-house labs

Check our Services page for the full list!

Some insurance plans (like HMOs) require the PCP to be updated. This ensures your visit, referrals, and prior authorizations are processed correctly.

We send reminders to help you avoid missed appointments or late fees:

  • Email 1 week before

  • Text 48 hours before

  • Call 48 hours before

Once you confirm, reminders stop. We just want to make sure you don’t miss your appointment!

Yes, but only after 3 missed appointments. We always try to work with you before that happens.

Missed appointments mean longer waits for other patients. Fees encourage timely cancellations so everyone can get care when they need it.

It allows us to process late cancellations or no-shows securely — while keeping your info safe.

It’s just a small test charge to verify your card. It’s refunded within 24 hours and keeps your info secure.

Being a patient is a trusted relationship. If trust is broken, we may suggest another provider to ensure you get the best care.

Insurance networks vary. We provide referral options, but sometimes you need to confirm in-network providers with your insurance to ensure coverage.

Allergy shots are custom-made by specialty pharmacies. Production and shipping can take time — it’s outside our control.

Allergens can change each year. Annual testing keeps your treatment accurate and effective.

Initial labs follow medical guidelines to screen for common conditions like cholesterol, diabetes, anemia, and vitamin deficiencies.

Lab costs are based on your insurance. We provide upfront info so there are no surprise bills later.

You can either:

  • Keep a credit on your account for future visits, or
  • Request a refund mailed to your home
Forms like FMLA or disability require provider time and expertise. A small fee helps cover this service.

There’s a shortage of primary care nationwide. More locations mean better access for patients.

Sometimes providers move or change specialties. We make every effort to ensure your care continues smoothly.

You can reach your provider by:

  • Phone
  • Email
  • Patient portal messaging

We want you to feel supported and connected!

HIPAA rules protect your privacy. Results are always available through your portal or during your visit.

This protects your privacy. You can also request records in person if you prefer.

We don’t charge for preventive care itself.

  • Preventive visit: Routine screenings and discussions about things like mammograms, colon cancer screening, vaccinations, and blood pressure/diabetes checks. Usually covered by insurance.
  • Medical treatment during the visit: If we treat conditions like high blood pressure or diabetes, that portion counts as an office visit and copays/deductibles may apply.

We aim to see every patient within 60 minutes. Sometimes emergencies, complex cases, or patients needing extra care can cause delays. This isn’t unique to our office — it happens at every medical practice.

We’re constantly improving scheduling and workflow. For example:

  • 24-hour pre-check-in helps staff prepare your forms and insurance details in advance
  • Streamlined rooming and triage ensures patients with urgent needs are prioritized


Thank you for your patience — it helps us provide safe, thorough care for everyone.

Electronic check-in helps us:

  • Reduce wait times
  • Avoid repeating the same forms multiple times
  • Prepare your provider ahead of your visit


For example, if you have multiple medications or recent lab results, entering information electronically helps your provider start the visit ready to address your needs immediately.

Security is our top priority. By entering your credit card info yourself:

  • Staff never sees or stores your personal financial information
  • Your data is encrypted and safely stored by a secure payment processor


This gives you control over your information while allowing us to handle billing securely.

Providing insurance details in advance allows us to:

  • Verify coverage and benefits
  • Calculate your copay or deductible
  • Educate your provider on what services your plan covers


Some insurance verifications take 1–2 hours, so providing this info before your visit prevents delays at check-in.

No, our staff can check you in manually. However, electronic check-in:

  • Protects your personal health information
  • Reduces wait time
  • Lets you complete forms ahead of your visit


We’re happy to assist you either way.

Insurance companies, especially HMOs, require your provider to document the medical reason for a referral.Seeing your provider first ensures:

  • The referral is accurate
  • Insurance approves it without delays
  • Your care is coordinated safely

We submit referrals within 24 hours, but insurance approval can take 2–4 weeks. This depends on:

  • Insurance workload
  • Need for additional documentation
  • Specialist availability


We always follow up to avoid unnecessary delays.

Insurance sometimes requires approval for certain medications before prescribing. We provide:

  • Accurate medical details
  • Supporting lab results
  • Clinical notes

Insurance evaluates the request and determines approval. This ensures safe and effective treatment while complying with your plan.

After your visit:

  • We submit a claim to your insurance
  • Insurance decides coverage and patient responsibility
  • Any remaining balance appears on your account


Your statement may reflect:

  • Copay for office visits
  • Deductible or coinsurance
  • Services not covered under preventive care


We are happy to explain any charges.

Yes — statements are mailed monthly, so you always know what’s owed. We also provide online access for convenience.

Mistakes are rare, but if you notice one:

  • Contact us first — we’ll review and explain everything
  • If you’re not satisfied, your insurance can audit your chart


We value transparency and want you to feel confident in your care.

Heart disease is the #1 cause of death in the U.S. An EKG helps:

  • Detect early signs of heart problems
  • Ensure medications are safe for your heart
  • Track changes over time


Even if you feel well, this test provides important preventative information.

Labs help monitor:

  • Organ function (kidneys, liver)
  • Blood counts
  • Cholesterol, blood sugar, and other markers


Regular monitoring ensures your medications remain safe and effective as you age or if doses change.

A specialized billing team allows us to:

  • Focus on your care in the office
  • Handle claims accurately
  • Resolve insurance issues efficiently


If you need clarification, you can always speak directly with a billing manager in the office.

Our in-office staff can focus entirely on your care, while virtual assistants:

  • Answer calls quickly (95% answered in under 30 seconds)
  • Provide friendly, respectful service
  • Handle scheduling and pre-check-in


This ensures a smooth experience for every patient.

Some of our services include:

  • Allergy testing & treatment
  • Cardiac testing
  • Diabetic neuropathy testing
  • In-house labs


We also coordinate referrals for other specialties as needed. Check our Services page for full details.

Some insurance plans (like HMOs) require your PCP to be updated for coverage.

  • Without the correct PCP, insurance may deny your visit
  • Referrals and prior authorizations may not process


Updating your PCP ahead of time ensures smooth care.

We send reminders to help you avoid missed appointments:

  • Email: 1 week before
  • Text: 48 hours before
  • Phone: 48 hours before


Once you confirm, reminders stop. This prevents late fees and helps us serve everyone efficiently.

Yes, after 3 missed appointments, but we always try to work with patients first. Our goal is to help you stay on track with your care.
Missed appointments delay care for others. Fees encourage timely cancellations so all patients can get care when needed.

It allows us to securely process late-cancellation or no-show fees. Your card is safely stored by a secure processor, not in our office.

It’s a small test charge to verify your card. The $0.01 is refunded within 24 hours. This keeps your information secure while allowing you to use electronic payments safely.

Being a patient here is a trusted relationship. If trust is broken, we may recommend another provider to ensure you get the best care possible.

Insurance networks differ by plan. We provide referral options, but sometimes you need to confirm in-network doctors with your insurance. This ensures coverage and avoids unexpected costs.

Allergy shots are custom-made by specialty pharmacies. Production and shipping times can vary, which is outside our control.

Allergens can change each year. Annual testing ensures your treatment is accurate and effective.

Initial labs follow medical guidelines to screen for:

  • Cholesterol and heart health
  • Diabetes
  • Anemia
  • Vitamin deficiencies


This gives your provider a full picture of your health from the start.

Lab costs are determined by your insurance plan. We provide upfront information so there are no surprise bills later.

You can:

  • Keep a credit on your account for future visits
  • Request a refund mailed to your home


We make this process simple and fast.

Forms like FMLA or disability take provider time and expertise. The fee covers the time it takes to complete these forms accurately.

There’s a national shortage of primary care providers. Opening more locations helps patients access care sooner and closer to home.

Providers sometimes move or change specialties. We work to ensure your care continues smoothly without gaps.

You can reach your provider by:

  • Phone
  • Email
  • Patient portal messaging


We want you to feel connected and supported.

HIPAA rules protect your privacy. Results are always available through your portal or during your visit.

This protects your privacy and personal health information. You can also request records in person if you prefer.

We don’t charge for the preventive visit itself.

  • Preventive care: Routine screenings and discussion of things like mammograms, colon cancer screening, vaccinations, and blood pressure/diabetes checks. Usually covered fully.
  • Medical treatment during the visit: If we treat conditions like high blood pressure or diabetes, that portion counts as an office visit and copays/deductibles may apply.


We want to make sure you understand what’s covered and why some charges may appear.

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(210) 742-6555
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