General Practice Policies

Last updated: 6/25/2025

Cancellation & no-show policy

Need to cancel? No sweat. We just ask that you do so at least 24 hours in advance by either texting us at 646-760-6669 or emailing care@elektrahealth.com.  


Elektra will charge a $50 fee to your card on file for the following:

  • Canceling your appointment less than 24 hours in advance.
  • Not showing up for your visit.

At least 48 hours before your visit

Be sure all of your paperwork has been submitted. Our clinicians want to maximize their time with you by focusing on your symptoms. If your forms aren’t complete, they’ll need to spend part of your visit on admin work…not what we want! 

See the list of requirements below.

WHAT WE NEED:

  • Intake forms: When you book your visit, you’ll receive an email confirmation with a link to complete your intake forms. This link will also appear on reminder emails and texts. These forms ask for your health history and assess your current symptoms.
  • Insurance information (if applicable): Submit a photo of the front and back of your insurance card so we can confirm your eligibility … super important!  If you select “self-pay” please note we will charge your card on file for the self-pay price on the day of your visit.
  • Photo ID: By law, we need to confirm your identity. 
  • Payment information: We will not be able to start your visit unless your credit card information has been uploaded. 
  • Referral (if applicable): If your plan requires a referral, please let us know via email or text as soon as you schedule your visit, as it often takes more than 1-2 weeks to obtain one. We’ll ask you to call your doctor to request the referral, and we’ll call the office as well.

Whenever you book a visit with a new provider, it’s always a good idea to confirm that the provider is in network with your specific plan (for example, while we take UHC, we don’t take every plan UHC offers). We do our best to confirm this, but we recommend that you contact your insurance company before your visit to be sure. 

The day of your visit

Find a quiet, private space free of distractions where you can speak freely, and where you have reliable Wifi or internet access, and it’s best to use a computer. If patients have connectivity problems, it’s usually when they are using a phone and cellular data. You can check your device settings in advance here. 

You’ll receive your visit link one hour before your visit via text and email. 

Having trouble connecting? Text us at 646-760-6669.

Running late? It happens. Your clinician will wait for 10 minutes, but please note that your visit will need to end at the scheduled time. If you’re more than 10 minutes late, your clinician will disconnect and you will be charged a $50 no-show fee. 

Video visits and making sure you can connect:

In order to provide exceptional care, we conduct our visits by video. We recommend that you test your device settings to make sure it is set up properly and the software has access to your device’s microphone and camera prior to the start of your visit. We aren’t able to conduct visits by audio only.


As a reminder, it’s best to use a computer connected to the internet with Wifi. Connectivity problems are more common when using a phone and cellular data. 


If you have any issues connecting on the day of your visit, please reach out by phone/text (646-760-6669) for assistance. While this rarely occurs, we may need to reschedule your visit if a tech problem isn’t able to be resolved in a timely manner.

Portal messaging

The secure patient portal is the primary means of communicating with your provider and care team outside of video visits. 


Patients are invited to send messages to clinicians and staff through the portal. We are happy to discuss administrative issues and straightforward clinical concerns. However, in order to provide exceptional and appropriate care, we ask that extensive conversations and/or clinical concerns that are not suitable for messaging be reserved for face-to-face video. As such, you may be invited to schedule a visit to better address certain questions. We strive to respond to all patients in 2-3 business days.


For time-sensitive administrative matters, please text or call 646-760-6669. For medical emergencies, always call 911.

Automated billing

You’ll be asked to provide a credit card for payment, and Elektra will charge your card automatically for any balance due. We’ll always notify you when your card is charged, and receipts will be available in your patient portal.

  

  • If you’re using insurance, any copay will be charged on the day of your visit. If there’s any balance due after your claim has been processed, we’ll charge your card on file. 
  • If you’re not using insurance, we’ll bill your card the day of your visit. You can find our current pricing in our FAQs.

Elektra hours, how to reach us, how to schedule

ELEKTRA HOURS

The Elektra care team is available during regular business hours: Monday - Friday, 9:00am - 6:00pm ET. 

HOW TO REACH US

Please allow 1-2 business days for answers to questions sent via the portal. For time-sensitive administrative matters, please text or call 646-760-6669. For medical emergencies, always call 911.


HOW TO SCHEDULE

Appointments are booked online - you can do so here.