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General FAQ

What type of insurance do you take?

We encourage you to call your insurer or our office to verify Elite’s participation in your network coverage. We take most major commercial insurances, including but not necessarily limited to:

  • Aetna
  • BlueCross BlueShield
  • Cigna
  • Humana and Oscar
  • Medicare (Traditional)
  • United Healthcare

As there are many different types of plans under these insurers; so, please verify your network benefits before choosing a provider. Many insurers have online listings of provider who participate in their various network plans.

What are your hours?

Our clinic is typically open from 7:00 AM to 5:00 PM, Monday through Friday. We are closed for major holidays, such as Memorial Day, Labor Day, Thanksgiving, Christmas, and New Year’s.

How do I schedule an appointment?

You may call our office line at 615-324-1600 and select the Option to Schedule An Appointment. Our scheduling team will work with you based on your preferences for:

  • Office location
  • Physician/Provider
  • Type of injury or condition

You will be asked for your personal information and health insurance information. It is helpful to have your health insurance card on hand during appointment scheduling.

If you are using the online form located at the bottom of any Website Page or on its Contact Page, please note in your message the Nature of Your Injury/Condition, as well as your Preferences for Physician/Provider, Location, and Date and/or Time. Our scheduling team will reach out with information based on the information you have provided.

What time should I arrive for my appointment?

If you are a new patient or an MRI patient, please arrive 30 minutes prior to your appointment time. Arriving close to your appointment time may delay your visit, as you will have paperwork to complete prior to seeing the physician.

If you are not a new patient or MRI patient, please arrive 10 minutes prior to your appointment.

What do I need to bring to my appointment?

You will need to bring:

  • Driver’s license or photo ID
  • Insurance card
  • Any previous imaging (x-ray or MRI) or medical records
  • A list of current medications and previous procedures or surgeries
Can I fill out my paperwork for my appointment online?

Yes. You will be sent a pre-registration link from our system two (2) days before your appointment via text and/or email. If you do not receive the link please call 615-324-1600.

Where do I park and how do I locate the office?


In our Midtown location, you have free garage parking located at 2004 Hayes Street. You may also use the valet at the entrance to the building. The garage is attached to the medical building. You may take the elevators to the L level, and enter through the automatic doors into the main atrium.

We are located on the second floor, but you must use the Elite elevator on the first floor. You are not able to access our office via the three main elevators in the atrium. Turn left down the long hallway and use the elevator with the Elite logo on the door.


There is a parking lot to the front and to the back of the medical building. You may park in either lot. If you enter from the Elite lot, located closest to Woodmont Blvd., enter through the double glass doors and turn left for the elevator. You will take the elevator to the fifth floor and check-in with the front desk.

If you park in the MPOWER lot behind the building, you will enter through the MPOWER glass doors. Pass the MPOWER front desk and turn right when you reach the physical therapy area. The elevator is located in the gym, next to the steps. Take the elevator to the fifth floor and check-in with the front desk.


Park in the parking lot closest to Charlotte Avenue. It will be the first right as you enter from Charlotte onto 24th Avenue. Use the door located on 24th Avenue to enter the atrium. Take the elevator to the second floor. We are located to the left.


We are the first right turn on South Springs Drive from Mallory Lane. The entrance is directly across from the Mazda dealership. Once in the parking lot, park in any of the spaces to your right. There is limited parking available closer to the medical building. The medical building is across from D1. If you pass the hotel, you have missed the entrance.

Once inside, we are located in Suite 100, up the ramp and to the left, and Suite 111, through the double-doors on the right. Check the television monitor to see which side your physician is located on. If in doubt, proceed to the front desk in Suite 100, which is up the ramp and to the left.

Will I have a co-pay?

Co-pays will vary dependent upon your individual insurance plan and your network benefits and deductibles. Patients are responsible for understanding their deductible status and in- and out-of-network benefits. We will collect any co-pays at the time of check-in.

If you have questions regarding your co-pay and benefits, please contact your insurance provider.

What is a global period?

A global period is the period of time after your surgery when fees for follow up care (office visits) are bundled into the surgical fees. The period starts immediately after surgical procedure has occurred and ends at a predetermined number of days depending on what kind of surgery you have. Most global periods are 90 days following the surgery, but again, those vary.

Depending of the procedure and the progress of the patient, patients will have a series of post-op follow up appointments. Some appointments will fall within that time frame and some could be outside of the global period. Elite does not collect co-pays during the post-op period. Other services such as x-rays or other imaging, injections or any durable medical equipment such as braces, crutches or boots are billed separately and are not included in the global care package. Any services delivered outside the post-op global days are billable including office visits.

If you have any questions about you global period, please reach out to one of our billing representatives

Is billing different for injections, MRI, Surgery, and Medical Equipment such as casts and splints?

Your co-pay does not cover these types of services. There may be a separate, upfront charge for these services, and our office will work with you to provide an estimate of these charges when applicable.

Does Elite take Care Credit?

Not at this time.

How do I set up the online portal to pay online?

You will be sent a link to register for the patient portal upon check-in. If you do not receive this, please call our office at 615-324-1600 to request a new link. From the patient portal, you may send your provider messages, request refills, and pay your bills.

What if my physician is running late?

While it is a rare circumstance, occasionally, the physicians may run behind on their schedule and be seeing patients later than their scheduled appointment time.

At Elite, we make an effort to fully answer your questions and make sure you leave understanding your condition, procedure, and care plan. It is our commitment to treat each patient with respect and quality care. This means never rushing a patient during their appointment time. Please understand that while you may have a bit of a longer wait to see your physician, your physician will spend all the time you require with you to help you understand your own care plan.

During busier seasons, such as the last few months of the year, wait times may be usually high or may occur in greater frequency.

If you are in our waiting area and have determined that you would like to leave and come back at a later time, you may request to reschedule your appointment at any time. Ask the front desk to reschedule, and they will connect you with the scheduling team.

How do I submit FMLA/ Disability paperwork?

Disability/ FMLA paperwork may be turned in to the receptionist at any of our locations. Please note the Lebanon office is only open on Thursdays. You may also submit paperwork by direct fax 615-815-3788. There is a $15.00 fee per form submitted. Invoices are sent via text message or e-mail from RecordQuest. Upon payment, your forms will be processed by our FMLA/Disability coordinator with 7-10 business days.

How can I get a copy of my medical records?

You may request them at or via fax at 615-324-1648.

Please note all radiographic images will be on a CD-R disc, and we are unable to email or print any images.

To receive your medical records, please complete this release form. In order to enable an electronic signature, you must download the form to your computer. If you are unable to use an electronic signature, please print the document to sign and send it as a scanned file. Please email your completed form to

Can I send my doctor a message or request a refill?

Yes. You are able to send secure messages to your physician and request refills on the Elite patient portal. Please ask at the front desk, or call the office at 615-324-1600, to gain access to the patient portal.

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