Our policies

Appointments & scheduling

We are an appointment-only practice — we do not accept walk-ins. Dr. Velez also has hospital responsibilities, so our clinic schedule varies month to month; clinic days are typically known about a month in advance.

Cancellations & no-shows

We do not charge cancellation or no-show fees. Please give us as much notice as you can — our appointment confirmation system is how we keep the schedule running smoothly for every family. After repeated missed appointments, we will ask you to confirm future visits by phone 24–48 hours in advance.

Telehealth

Telehealth is available for sick visits, follow-ups, and clinical guidance calls. Well visits, vaccinations, and any visit requiring a physical exam must take place in person. Telehealth consent is completed once, during registration.

Forms, letters & documents

• Turnaround: usually just a few days, though it can take as many as 5 business days. To be safe, submit forms at least 5 business days before your deadline.
• Rush requests (needed in under 3 business days): $25 expedited fee, 12–24 hour turnaround.
• Forms brought to a visit: no additional charge. We accept the form for processing (not completed during the visit) and return it within standard turnaround.
• School, daycare, sports, and camp forms outside a visit: $15 if your child has been seen within the past 12 months. If not, a visit is required first.
• Always free: immunization records, appointment verification, WIC certification, simple letters arising from visits, and electronic copies of medical records.

Contacting us

Our office hours are Monday through Friday, 9:00 AM to 5:00 PM.

• Phone messages left during business hours receive a callback the same business day.
• Text messages are answered within one business day. Texting is for non-urgent matters only: appointment scheduling and changes, simple questions, photo submissions (such as a rash), and non-urgent follow-ups.
• Urgent clinical concerns require a phone call.

In an emergency, call 911 or go to the nearest emergency room.

Insurance & payment

Plans accepted:

• Medicaid: Horizon NJ Health, UnitedHealthcare Community Plan, Aetna Better Health, Fidelis Care
• Commercial: Aetna, BCBS, Cigna, AmeriHealth, and others — call us to confirm your plan

Medicaid families — important: Joyful Healthcare must be listed as your child's PCP (primary care provider) with your Medicaid plan before the visit. If we are not listed, please call the member services number on your insurance card and change the PCP assignment before your appointment.

Self-pay rates: well visit/physical $100 · sick visit $50. We accept cash, check, credit/debit cards, HSA/FSA cards, and online payments. Payment is due at the time of service, and any outstanding balance must be cleared before the next visit begins.

Uninsured children who qualify for the Vaccines for Children (VFC) program receive vaccinations at no cost, with no administration fee.

No insurance? See how we can help →

Medical records

There is no charge for records requests. Contact the office to request records; after we verify identity and right of access, records are delivered electronically (preferred) or printed within 5–10 business days.