Frequently Asked Questions

Call 708-PILLARS (708-745-5277) to speak to one of our Patient Services Representatives. After you’ve selected 1 for English or 2 for Spanish, press 1 to reach Medical or 2 to reach Dental. If you are a current patient and are enrolled in the Patient Portal, you can request an appointment online by logging into your secure patient account. Note: If the patient is over 18, due to HIPAA laws/compliance, they will need to schedule all appointments. A proxy may be signed by the patient at their first visit, which will allow another adult to make or cancel appointments for you.

Call 708-PILLARS (708-745-5277). After you’ve selected 1 for English or 2 for Spanish, press 3 to reach our Access and Referral team. Let our Access and Referral team know which services you are interested in for yourself or on behalf of others. Access and Referral can forward you to the appropriate program or advise you of next steps, including what to tell the person you are referring for services. Anyone can contact Pillars Community Health to request services for themselves or to speak with a crisis worker. Note: If the patient is over 18, due to HIPAA laws/compliance, they will need to schedule all appointments. A proxy may be signed by the patient at their first visit, which will allow another adult to make or cancel appointments for you.

If you are receiving Behavioral Health Services through our Health Center, you will be routed differently. Please call 708-PILLARS (708-745-5277). After you’ve selected 1 for English or 2 for Spanish, press 1 to reach Medical.

We accept referrals from professionals and community agencies such as hospitals, police departments, schools, and other providers. Call 708-PILLARS (708-745-5277). After you’ve selected 1 for English or 2 for Spanish, press 3 to reach our Access and Referral team. Have client/patient information ready. Access and Referral or the appropriate program contact will ask for the client’s name and contact information, the best time to reach the client, and your information (name, agency, contact information). Be sure to also tell your patient/client about the referral. Case managers will make three attempts to conduct an intake screening with your client. Inform your client of your referral so they can expect and respond to our calls. Pillars Community Health will then handle the client screening or redirect you/your client to the appropriate program or service, as appropriate.

We offer two, 24-hour, confidential hotlines:

• 24-hour domestic violence hotline: 708-485-5254
• 24-hour sexual assault hotline: 708-482-9600

Call 708-PILLARS (708-745-5277). An answering service is available after hours for Medical, Dental, and Behavioral Health. Call 911 if this is an emergency. Our Domestic and Sexual Violence hotlines are available 24 hours a day:

• 24-hour domestic violence hotline: 708-485-5254
• 24-hour sexual assault hotline: 708-482-9600

Our Health Center offers a limited number of same-day appointments throughout the day. Behavioral Health Services offer same-day screenings to determine the appropriate level of services and then schedule appointments as appropriate. Our Domestic and Sexual Violence Services are accessible 24 hours a day. Crisis intervention services are available 24 hours per day.

If you are unable to keep an appointment at our Health Center, please call 708-PILLARS (708-745-5277). Due to the high demand for appointments, we ask that you provide at least a 24-hour notice of cancellation or call us as soon as you know you have to cancel your appointment. Failure to do so may result in not being able to receive an appointment during peak/prime appointment times. If you are a current patient and are enrolled in the Patient Portal, you can request the cancellation via your account.

If you are unable to keep an appointment with one of our Behavioral Health staff, please contact that staff member directly to let them know.

Pillars Community Health takes some private insurance as well as Medicaid and self-pay. Some services are offered free of charge; others are offered on a sliding fee scale (payment based on income). Clients are not turned away if they do not have insurance or cannot pay. Click here to learn about paying for your visit.

For Health Center and Behavioral Health Services, bring photo identification and your insurance card (if you have one, income information if you do not).

You can call the number on the back of your insurance card. Or, call 708-PILLARS (708-745-5277) to schedule an appointment for our Benefits and Enrollment team to assist you with the change.

A referral is a way for your medical or dental provider to send you to a specialist for further evaluation. Your health plan may require you to see someone from a list of preferred specialists. Your Primary Care Provider (PCP) will issue a referral when necessary, using a list of locations accepted through your insurance. If your preferred location is not on the list, it most likely means your insurance is not accepted at that location.

Clinical information from your medical record is sent/used during the referral process. Once the referral is issued it can be mailed, faxed, picked up by the patient or sent through the Patient Portal. Then the patient can schedule their appointment with the specialist. A location is selected usually by distance from your address or your PCPs location. It takes 5-14 business days to determine if services will be approved.

Note: Your referral is given an expiration date, usually within 30-90 days. If your referral has expired, call 708-PILLARS (708-745-5277) to request an updated referral.

A referral prior to or pre-authorization is a process used by health insurance companies to determine if they will cover a procedure, service, or medication. Pre-authorization may be requested before any services can be provided. It takes approximately 7-10 business days to get pre-approval. If the referral is denied the insurance company will send a letter to the patient stating why the authorization was denied. When a prior authorization is denied by your insurance, a patient is given other treatment options or requirements. Your doctor will review these options with you and pick the best one. There is also an appeal process that is available when service is denied.

Pillars Community Health is committed to providing services that are fair, responsive, and accountable to patient and client concerns. We encourage patients to take an active role in improving and safeguarding their health. Please see our Notice of Privacy Practices, the HMIS Notice of Privacy Practices, the Addendums to the Notice of Privacy Practices, and the Patient Bill of Rights.

We use your health information to provide treatment and share with other health professionals who are treating you; to bill and get payment from health plans or other entities; and to run our practice, improve your care, and contact you when necessary.

Your Protected Health Information (PHI) is protected by Confidentiality and HIPAA laws. We carefully follow these laws and have a Chief Privacy Officer who oversees how your health information is used and shared. For more information, please call 708-PILLARS (708-745-5277) and ask to speak with our Chief Privacy Officer.

Health Centers are required by law to provide care to everyone who seeks it regardless of income level or immigration status. You are safe seeking care here. If you have concerns about your immigration status,  you can find help at www.immigrationlawhelp.org or through the Illinois Coalition for Immigrant and Refugee Rights at www.icirr.org.

Visit our Prevention/Health Education and Outreach page to learn about the education and outreach we provide to the community. Then call 708-PILLARS (708-745-5277) and ask to speak with Marketing, to schedule a presentation or to share information about an outreach event.