Patients who have secured an appointment to see a provider at the clinic, but find they are unable to keep the appointment, are required to cancel at least one hour in advance of their scheduled appointment time. This window of time will permit us to place another patient in their vacated appointment slot. Appointments may be cancelled by one of the following methods:
- through the Online Scheduling/Student Health Portal ,
- by contacting the Provider’s Nurse at their office number, or
- by speaking with an Appointment Clerk at 865-974-3648.
Patients who repeatedly do not keep appointments or fail to cancel appointments at least one hour in advance can lose their scheduling privileges and will be required to meet with the Student Health Center Administrator, or designee, prior to scheduling any further appointments at the clinic.
Patients are encouraged to arrive at least 15 minutes prior to their appointment time in order to complete any necessary administrative procedures and avoid reducing the amount of time that their Provider is able to dedicate to their care. As we do not desire to impose delays on those who have otherwise arrived on time, the following options will be made available to patients who arrive late for their clinic check-in:
- You may see our Front Office staff to reschedule your appointment. Should you elect to reschedule, your Provider will be notified, so that their office may contact you, if needed.
- You may choose to wait to be seen by your Provider at his or her next available opportunity. Since patients on time for their appointments will be given priority, you should anticipate an extended wait, likely several hours.
An exception to this policy will only be made in situations where immediate evaluation and care are necessary.
Online Payments Policy
Effective 8/15/2016 the University of Tennessee, Student Health Center will begin accepting internet payments. The following credit cards may be used for online payments: VISA, MasterCard, and Discover card. There is a 2.75% service fee for online payments. UT has a contract with an outside vendor to provide this service. The vendor retains the fee in full.
Providers at the Student Health Center do not prescribe opioid analgesics for the treatment of chronic pain. Patients requiring chronic pain management including the use of opioid analgesics will be referred to an appropriate off-site resource for ongoing care and management of their chronic pain.
Patient Rights and Responsibilities
Privacy and Security Policies
Protection of Credit Card Information
The Student Health Center processes all point-of-sale transactions securely using the point-of-sale system from Elavon which is compliant with Payment Card Industry Data Security Standards (PCI). Only the last four digits of card numbers are displayed on any printed material or credit card devices, including reports and receipts. Cardholder numbers are not stored electronically. All reports and receipts with cardholder information are secured in a locked cabinet. The department secures all point-of-sale devices by ensuring personnel are present during the hours of operation and that all doors are securely locked to the areas where the devices are kept outside the hours of operations. Each device is assigned to an individual cashier and the cashier is responsible for ensuring the privacy and confidentiality of the device from other individuals. All cashiers and Administrative staff receive annual training regarding the importance of security and confidentiality in the usage of student and patient information. Applicants who are chosen to work for the Student Health Center must pass a background check performed by Human Resources prior to an employment offer being extended. It is noted that the point-of-sale merchant is the leading provider of trust services, including authentication, validation, and payment needed by the PCI data security standards. Paper records are maintained as per University of Tennessee policy and no complete documents with credit card numbers are stored at the Student Health Center. Any document which may have credit card number is placed in the secure HIPAA destruction bin for disposal or shredding.
Furthermore, cardholder data is never sent via text, chat, or other end-user messaging technologies. Credit card payments are never asked for nor accepted by e-mail. Should a customer e-mail their card information to the Student Health Center, the e-mail will be deleted immediately and the e-mail “deleted items/trash” will be immediately emptied. The customer will be sent a new e-mail (not a reply to the original message) saying that the e-mail containing credit card information has been deleted and payments cannot be accepted via e-mail. The customer will be given alternative methods for making payments.
Cardholder data will be restricted to Student Health employees on a need to know basis. Access rights are granted to privileged users to the least privileges necessary to perform job responsibilities. The privileges will be assigned based on role based access control (i.e. job classification and function).
TouchNet U. Commerce, Medicat and Elavon have been certified as complying with Payment Card Industry Data Security Standards. Only the last four digits of card numbers are displayed on any printed material or electronic devices, including receipts and reports. All transactions are securely processed using TouchNet, Medicat and Elavon over a secure sockets layer (SSL) connection (a protocol for encrypting information over the internet). TouchNet is a leading provider of trust services, including authentication, validation, and payment needed by websites to conduct trusted and secure electronic commerce and communications over Internet protocol (IP) networks. Credit card data and paper records shall be stored and destroyed as identified above.
Returns or payment refunds must be approved in writing by the Student Health Center Business Office. Refund requests must be made in writing and may be mailed to the Student Health Center, Attention: Business Office, 1800 Volunteer Blvd., Knoxville, TN 37996-3102, or e-mailed to firstname.lastname@example.org.
Following approval by the Student Health Center Business Office, a memo will be forwarded to the University Bursar’s office. The Bursar’s office will determine whether the student has outstanding university debts before any refund may be issued. The refund will not include the 2.75% charged by the processing vendor. A refund will be made in one of the three following manners:
- If the student’s bursar account shows a university debt then the approved refund amount will be applied to the university debt
- The approved refund amount will be refunded to a student’s bursar account if there is no outstanding university debt. If the student has direct deposit linked to their MYUTK account, the refunded money will refund into the linked bank account
- If the student does not have direct deposit linked with their bursar account, a check will be prepared and mailed to the address on file.