FREQUENTLY ASKED QUESTIONS (FAQ'S)

Q: How do I schedule an appointment?

Please visit our Scheduling Page for more information. 

Q: How much do the In-Person Office Visits and Video Conferences cost?

Please visit our Appointment Information Page for pricing. 

Q: What is the difference between a "Patient" and a "Client"? 

A patient is someone who has seen Dr. Keller in person in the State of California to establish a Doctor-Patient relationship. To maintain patient status, one must be seen at least once a year in-person. 

A client is someone who has only seen Dr. Keller via Video Conference and has not established a Doctor-Patient relationship. If you have not established a Doctor-Patient relationship with Dr. Keller in the state of California she can not write prescriptions for you or order labs for you, and she can not provided a diagnosis, ICD-10 codes, or other insurance information. 

Q: I have not see Dr. Keller in over a year. How do I schedule?

If you have not seen Dr. Keller for over a year (in-person or via video conference) you are considered "New". This means that if you scheduled an In-Person Office Visit you would schedule the "New Patient In-Person Office Visit" and if you were to schedule a Video Conference you would schedule either the "New Client Focused Video Conference" or the "New Client Comprehensive Video Conference". 

Q: For my video/phone consultation, will Dr. Keller contact me or will I contact her?

Dr. Keller performs the video conferences with her clients/patients via SKYPE. Please add Dr. Keller to your SKYPE Contacts List: MKellerND. She will confirm this the day of your conference. If you do not want a video conference and would like to speak on the phone instead, please DO NOT add Dr. Keller as a SKYPE contact. Dr. Keller will contact you via the phone number you provide when you scheduled your initial conference.

Q: How do I re-schedule or cancel my appointment?

When you schedule a conference/appointment (for video/phone or in-person), you will receive a confirmation email with the appointment time and other relevant details.

To reschedule or cancel your visit, please use the link provided in the confirmation email.

You will need to cancel at least 24 hours in advance of your scheduled appointment. Refunds for advanced notice cancellations will be processed within 48-72 business hours. No refund will be offered for visits cancelled with less than 24 hours notice.

Q: How do I send medical records to Dr. Keller before my visit?

If you are a Video Conference ONLY (not a patient i.e. you have not seen Dr. Keller in the state of California), at this time, there is no way for Dr. Keller to review your records before your appointment. It is recommended that you have your results in front of you to discuss with Dr. Keller during your scheduled consult time.

If you are a patient, please upload your results to the 'documents' tab of your ChARM patient portal so that Dr. Keller can access them during your appointment.

Q: Will Dr. Keller review my labs prior to my visit?

Dr. Keller can and will review labs for Patients and she also reviews the in-depth "New Patient Paperwork" and "Follow-Up Questionnaires" prior to your appointment as well. The labs/records are uploaded by our patients to "CHARM", the portal used by Dr. Keller to share medical information with our patients. When you schedule, Dr. Keller's assistant creates a CHARM account for you the day before your scheduled appointment. You can then upload your labs there. Please note: there are certain labs that are more important in the beginning, so she would focus on these first. This means that she may not review certain labs you include until a later date in your treatment/care with her. Many of our patients have been dealing with health concerns for years, so they come to us with fifty to hundreds of pages of labs, chart notes, etc... That is not realistic for her to look through. Especially prior to an appointment. The treatment and care really does have to go in steps and within those steps certain labs are more relevant than others and she will make that call. 

Q: Does Dr. Keller bill my insurance?

No. Dr. Keller is not contracted with any insurance companies and does not process insurance claims for patients.

  • In-Person Office visits: Dr. Keller does not accept insurance for office visits. However, we can provide you with a coded “insurance friendly” super-bill which you can then submit to your insurance company for reimbursement. Please note: If you have not been seen in-person by Dr. Keller we can not provide you with a coded super-bill.
  • Treatment: Generally not covered unless you have prescription coverage (for pharmaceutical medications only), HSA card, MSA account, or something similar.
  • Lab testing: If you have insurance, some or all of the testing may be covered. Please consult with your insurance company regarding coverage of lab testing.        

Q: When do I start feeling better?

This is very specific to the individual and their case. Some patients feel relief within a few days, while for others it may take months. Dr. Keller can provide you with a more specific timeline during your Summary of Initial Assessment visit.