Potential New Patients:
Please be aware that you will need access to the internet and an internet capable device to complete the New Patient Process.

Potential new patients are required to call 315-463-1600 and speak to CNY Family Care’s office staff to begin the new patient process. Prospective new patients will need to have access to the internet and an internet capable device (ex. smart phone, tablet, or computer). They will also need to have an active e-mail account. The potential new patient will provide their personal information (name, address, phone number and insurance information) to the office staff to have an account created. They will also be provided a Patient Portal Activation Code.

All New Patients MUST activate their Patient Portal Account. After activation, new patients are required to update their medical, family, and social histories, then submit the completed patient portal history before being contacted by the New Patient Representative. For help activating patient portal account see, “Help Videos & Directions” Under Portal Help.

The New Patient Representative will have two weeks (14 Days) from the time of submission to review and contact the patient to schedule their New Patient Appointment. If the history is not complete when the potential new patient submits it, the New Patient Representative will send a portal message to the potential patient explaining that there are areas that need to be addressed.

NOTE: The potential patient will not have access to the history area of their portal if the New Patient Representative still has their account under review.

When the history is completed and resubmitted, the New Patient Representative will have up to an additional two weeks (14 Days) from the time of the latest submission to review and contact the potential new patient for scheduling. The New Patient Representative will send a portal message stating that they have received the update and will be contacting them to schedule.

After reviewing the patients history updated the New Patient Representative will contact the patient at the number provided to discuss the time and date that works best for the patient and doctor to meet for the first appointment.

Note: Your new patient appointment will be a consult with the physician. If you need a physical or an acute visit, it will need to be scheduled AFTER your new patient visit.

If the New Patient Representative is unable to speak to the patient when they first call, they will leave a voicemail requesting a call back. The New Patient Representative will also send a portal message to the patient about the missed call. The representative will attempt to call the potential patient again within 48 hours. Should the potential patient not answer again, the representative will leave another voicemail, stating that they will no longer reach out to the patient to schedule, and it is up to the patient to call the New Patient Representative within 14 days to schedule their new patient appointment or the practice will assume that the have decided to seek care at another providers office.

NOTE: If the potential patient would like to give someone permission to be contacted on their behalf or given access to their medical information utilizing the portal, that person needs to be identified when the potential patient provides their information to the staff for account creation.

Adolescent patients are NOT provided patient portal access. Their parent/guardian must call 315-463-1600 and speak to CNY Family Care’s office staff. The staff will request some personal information (both the adolescent patient and the parent/guardian’s names, address, phone number and insurance information). CNY Family Care’s office staff will inform the parent/guardian that they will receive a call from the new patient representative within 24hrs to verify the information provided and explain in detail the new patient process.

The new patient representative will then send the following forms to the parent/guardian’s preferred address,
Pediatric Patient Intake form
Authorization for Medical Treatment of Minors form
Medical Records Release form
CNY Family Care’s Financial Policy (review only)

The above documents MUST be entirely completed and returned (by mail or dropped off) to our office prior to an account being created for the adolescent patient. Once the paperwork has been returned, the information will be reviewed, and an account will be created.

The New Patient Representative will have two weeks (14 Days) from the time of submission to review and contact the parent/guardian to schedule the child’s New Patient Appointment.

Note: The Child’s new patient appointment will be a consult with the physician. If the child needs a physical or an acute visit, it will need to be scheduled AFTER their new patient visit.

If the New Patient Representative is unable to speak to the parent/guardian when they first call, they will leave a voicemail requesting a call back. The representative will attempt to call the potential patient again within 48 hours. Should the potential patient not answer again, the representative will leave another voicemail, stating that they will no longer reach out to the parent/guardian to schedule, and it is up to them to call the New Patient Representative within 14 days to schedule their child’s new patient appointment or the practice will assume that they have decided to have their child cared for elsewhere.