Frequently asked
Questions, answered.
If your question isn't here, send a note from the contact page and I'll respond as soon as I can.
After you book a visit on the patient portal, a short intake form arrives by email. At your scheduled time, click the secure video link in my HIPAA-compliant EMR — no downloads required. Visits are one-on-one with Mallory Jones, MSN, APRN, FNP-C, CWHS.
Visit length varies by program. Most initial visits are approximately 45–60 minutes, while Complex Care evaluations are longer. I review your intake, listen to your goals, and build a plan together. If labs are appropriate, I order them. If medication is appropriate, I’ll review the treatment options with you and arrange prescribing through the appropriate pharmacy based on your program. You leave with a clear next step.
I am a cash-pay direct-care practice and do not bill insurance for visits. You may still be able to use insurance for medications, laboratory testing, imaging, or specialist care depending on your program and benefits. An itemized receipt or superbill may be available for possible out-of-network reimbursement; reimbursement is not guaranteed.
Telehealth licensing varies by service. Use the state eligibility tool on the home or services pages to see exactly what's available where you live.
Prescriptions are managed through the pharmacy associated with your treatment plan. Some patients use their own local or insurance-based pharmacy, while others receive medication through a partner pharmacy as part of their program. Refills are reviewed through the patient portal and are generally processed within one business day. Some medications require a follow-up visit before refill.
Direct messaging is included with membership for questions about your active treatment plan — dose adjustments, refill requests, side effects, or how you're responding. I typically respond within 48 business hours; weekends and observed holidays do not count. Messaging is not for new medical concerns, urgent symptoms, or prescriptions outside your program. Those require a scheduled visit.
Only in states where I hold an active DEA registration, and only when clinically appropriate after a complete evaluation. See the Controlled Substances policy for details.
Yes. Visits, messages, intake forms, and medical records are handled through HIPAA-compliant systems used by Lighthouse EverLucent Health. See the HIPAA Notice for the full Privacy Practices.
You can cancel or reschedule directly through the patient portal. Cancellations made up to 24 hours before your visit are eligible for a full refund. Within 24 hours, a late-cancellation fee may apply. See the Refund Policy for the exact terms.
Initial diagnostic labs are separate for HRT and TRT. Routine follow-up monitoring labs are included with Complete programs. For weight loss and complex care, labs are ordered when clinically indicated and billed separately.
Essentials is clinical management only. Complete bundles medication, standard shipping, routine follow-up labs, and ongoing care into one program. The best fit depends on whether you want medication supplied through the practice and included monitoring.
Yes. When prescribed through the program, weight-loss medication is included in the monthly membership fee. Labs are billed separately when clinically indicated.
Not always. Labs are ordered when clinically indicated, and I review any recent testing you already have when appropriate.
Yes. Patients may be able to use HSA or FSA funds for eligible telehealth services, depending on the plan. Check with your plan administrator for your specific benefit rules.
Yes. If you refer someone to the practice, you receive a $25 credit toward your next month once they complete their first visit. The credit goes to you as the referring patient, and there is no cap on how many people you can refer.
Telehealth is not for emergencies. If you are in crisis or experiencing a medical emergency, call 911 or go to the nearest emergency room. For mental health crises, call or text 988.
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