Frequently Asked Questions


Business Office FAQ

We encourage you to check directly with your insurance plan to get specific answers to questions about your coverage and benefits. Many plans have web sites and customer service numbers. You can also consult your benefit plan book or contact your Human Resources department.

Here are the answers to the most common questions we receive in our Business Office:

What is preventive care?

Preventive Care are services provided to evaluate and maintain your health. It is care focused on preventing future illnesses; screening tests to detect medical conditions before you have symptoms for certain diseases (such as colon and cervical cancer).

One example of a preventive visit is an annual physical, sometimes called a well-check.


What is a problem-related service?

  • Services provided to evaluate a specific problem and/or illness.
  • Medical care focused on the history of a problem, assessing the problem and treating it.
  • Diagnostic tests to help your physician find the problem or the cause of a problem, make a diagnosis and develop a treatment plan.
  • A visit to a Healthcare Provider for a specific illness or injury, such as a sore throat or bad back, is an example of a problem-related service.


What is a problem-related service co-payments?

Billing and coverage of Combined preventive problem visits.

If a Vibrant Health Family Clinics Healthcare Provider provides preventive care and evaluates or treats a problem on the same day, two separate services may be billed – a preventive service and a problem service. This billing reflects the actual services provided. Your portion of the bill will depend on your insurance coverage.

If you have questions about which services are covered, please contact your insurance company. If you have questions about your Vibrant Health bill, please contact our insurance department at 715-425-6701 or 800-514-9204.


What is the 2009 Wisconsin Act 146?

The 2009 Wisconsin Act 146 seeks to make health care costs and charges clearer to consumers. It requires health care providers to disclose, upon request, certain charge and payment information for health care services, tests, and procedures.

Act 146 also requires health care providers to offer information on charges, payments, and possibly on their comparative quality. The Wisconsin Department of Health Services determined that this requirement will be phased in, beginning in 2011 with physicians.

The physicians’ report is based on the 25 most common medical conditions (without complications) treated by physicians in Wisconsin among those under age 65. For each medical condition, the five “Related Medical Services” are listed that account for most charges by physicians. (Again, assuming there are no complications.)

Act 146 Document


Frequently Asked Medical Questions

How long do test results usually take and how will I receive them?

Test results are usually mailed to you, but your Healthcare Provider may call with results. The time it takes depends upon the test and when your provider is able to interpret them. Ask your Healthcare Provider what you should expect when the test is performed. Your test results will be posted more quickly to your health record, which you can securely access by registering for the Vibrant Health Patient Portal. Ask your Healthcare Provider, nurse or any member of the Vibrant Health team for more information or help logging in.


What if I want to see a specialist?

Vibrant Health Family Clinics have convenient access to some of the top specialty care physicians and services in the region. For a complete list of the medical services that we offer, including our specialty consulting services, visit, or call 715-425-6701 for appointments.


Am I the only person who can access my medical record?

For most adults over age 18, no one can access your medical record without your consent. Laws that regulate access to medical records are very complex. If you have specific questions, contact our health information manager.


What is an advanced directive?

There are two types of advanced directives, known as a Living Will or Power of Attorney for Health Care. Both express in writing, your choices about the treatment you want or how health care decisions will be made for you if you become incapacitated and cannot express your wishes. Staff in our Health Information Department can answer any specific questions you may have regarding these documents.


How far in advance do I need to make an appointment? Can I just walk in and see a Healthcare Provider?

Our clinics have same day scheduling, which is designed to make appointments available at a time convenient to you. We do, however, ask that you always call for an appointment.


When I call for an appointment, why am I asked the reason for my appointment?

Basic information helps ensure that the health care provider is prepared for your visit. We need only the basic reason, not a lot of detail.


What should I bring with me to an appointment?

You should always bring your insurance card, any co-payment due at time of visit and any prescribed or over-the-counter medications you are taking. If other information is needed, we will advise you when making the appointment.


Is it possible to speak to a Healthcare Provider by phone?

In most instances your physicians’ clinical support staff person will be able to answer your questions. If not, your physician will advise them or return your call.


In an emergency, do I need to call the clinic before coming in?

If possible, it is best to call ahead so we can be prepared for your arrival. If not, and the emergency occurs during regular clinic hours, come directly in. After hours you should go to the nearest emergency room. If you are not sure how urgent the situation is, we do have a physician on call 24 hours a day 7 days a week. They will either take your call directly or return it within the hour.


Are there medical services that can be provided by someone other than a physician?

Many medical services can be performed by Healthcare Providers who are not physicians. These providers include:

Physician Assistants – A physician assistant (P.A.) is a licensed health professional who practices medicine under the supervision of a physician. They provide a broad range of health care services that were traditionally performed by doctors including diagnosing and treating illnesses. They are required to meet state license certification and continuing education requirements.

Nurse Practitioners – A nurse practitioner (NP) is a registered nurse (RN) who has completed advanced education (a minimum of a master’s degree) and training in the diagnosis and management of common medical conditions, including chronic illnesses. Nurse practitioners provide a broad range of health care services. They provide some of the same care provided by physicians and maintain close working relationships with physicians. An NP can serve as a patient’s regular health care provider.

Nutrition and Diabetes Educators – Nutrition educators help promote good health through proper eating by assessing an individual patient’s nutritional needs and developing a nutrition program for them. A diabetes educator specializes in teaching people with diabetes how to best manage their condition.