Office Policies and Procedures

Our staff wants to make sure your visit with us is as easy and efficient as possible. Please carefully read our policies and guidelines.

Cancellation Policy

There will be a $100 charge for new visits or pump starts that are not cancelled at least 24 hours in advance. There will be a $50 charge for follow-up visits with doctors or educators that are not cancelled at least 24 hours in advance. The same policy applies for virtual visits. 

Late Arrival Policy

Please arrive 15 minutes before your appointment to ensure adequate time for checking in. If you are more than 15 minutes late to your scheduled appointment or class, your appointment or class may need to be rescheduled. 

Phone/Video Billing Policy

The Berrie Center bills for non-emergent medical advice provided electronically and by phone and video. Please be aware that this type of encounter is considered a medical visit and insurance will be billed for this service. The patient will be responsible for the copay, co-insurance, deductible, and any other responsibility required by the insurance company. Proceeding with electronic communications or phone and video calls provides consent to bill insurance.

Contacting Your Care Team

For non-urgent questions, please message your care team through Connect and allow 24-48 hours for a response. For more complex questions, please call or schedule an appointment so we can best assist you.

School/Camp Forms

Every year new school and/or camp forms are required. Please fill out our school/camp request form and fax it to us at 212-851-5493 or email it to Kindra Matthews at ksm2111@cumc.columbia.edu. 

There is a two-week turnaround time for all forms. If you need a form filled out within 48 hours there will be a $25 fee. Forms will not be filled out if your child has not had a visit within the last year. 

Emergency Phone Calls and After-Hours Policy

We are available 24 hours per day, 7 days per week for true emergencies at 212-851-5494. Between 9am and 5pm you will be transferred to a doctor or educator. After hours you will receive a call back within 15 minutes (if you do not get a call back in 15 minutes, please call again). Please do not call after hours or on weekends for routine questions. 

Examples of true emergencies include:

• Vomiting or a patient who appears ill
• Moderate to large ketones in the urine/blood
• Error in insulin dosing
• Insulin pump failure
• Low blood sugars that are not responding to glucose tabs, juice, or if glucagon is needed

Requesting Prescriptions

The fastest way to refill your prescriptions is to contact your pharmacy or supplier directly. They will submit your refill request to our office.

You may also request refills through the Connect portal.

If you still need to speak with someone regarding your prescription refills, send a message through Connect or call 212-851-5433.

Please be aware of the following:

• Prescription refills are provided Monday through Friday, 9am to 5pm
• Please allow 72 hours for your prescription refill to be processed. Prior authorization or additional insurance questions can take one to two weeks. 
• It is your responsibility to have adequate supplies, so please plan ahead with the above timeframes in mind
• Please do not call for refills over the weekend unless it is an emergency. Only a one-month supply will be called in. No prior authorizations can be done over the weekend.
• Please use Connect or the phone number above for all prescriptions. Please do not email your doctor or educator directly with refill requests.
• Many insurance companies require documentation of a doctor's visit every six months for coverage of continuous glucose monitor and pump supplies. Please schedule your appointments accordingly to ensure ongoing access to your supplies. 

When requesting a prescription, please include the following information:

• Name and date of birth
• Pharmacy name, address, and phone number
• Brand of insulin and how it is delivered (vial, pen, or cartridge)
• Needles (syringes vs pen needles) size and gauge
• Exact brand and type of test strip and lancets
• Other supplies needed
• Quantities being requested
• 30- or 90-day supply
• Fornon-insulin medications and the exact dosage taken