East Tennessee patient guide · Doctors, appointments, portal, billing and records
Connect With the Right Covenant Medical Group Clinic Without Losing Time Between Offices
Covenant Medical Group is Covenant Health’s physician-practice network across East Tennessee and the Cumberland Plateau. Its clinics cover primary care, walk-in care and many specialties, including cardiology, neurology, neurosurgery, orthopedics, pulmonology, gastroenterology, surgery and urology.
This guide brings the important patient instructions into one place: how to choose a clinic, schedule correctly, prepare for registration, use MyCovenantHealth, request refills, complete telehealth, understand bills, request an estimate and obtain medical records.
PRIMARY CARE
SPECIALISTS
WALK-IN CARE
TELEHEALTH
Confirm the state before signing in. This article covers Covenant Medical Group within Covenant Health in East Tennessee. Other unrelated organizations use the same or a similar name in Michigan, Texas and Illinois.
Do not use the portal, contact form or telehealth request for a medical emergency. Call 911 or go to the nearest emergency department for chest pain, severe breathing difficulty, signs of stroke, uncontrolled bleeding, loss of consciousness or another potentially life-threatening condition.
Region served
East Tennessee and the Cumberland Plateau.
Arrival rule
Plan to arrive at least 30 minutes early.
Record processing
Covenant strives to complete requests within 10 days.
Start with the right destination
Which Covenant Medical Group service should you use?
PRIMARY CARE
Routine or ongoing health needs
Choose a primary care office for preventive visits, common illnesses, medication management, chronic-condition follow-up and coordination with specialists.
Best for annual care, diabetes, blood pressure, thyroid care, routine symptoms and long-term treatment plans.
WALK-IN OR SAME-DAY
A non-emergency problem that should not wait
Covenant Health lists primary care walk-in clinics where no appointment is necessary. Hours can vary, so call before traveling.
Best for minor illness or injury when your regular office cannot see you soon enough.
SPECIALTY CARE
A condition requiring focused expertise
Search by specialty for cardiology, neurology, neurosurgery, orthopedics, pulmonology, gastroenterology, surgery, reproductive medicine or urology.
Confirm whether the specialist requires a referral, prior records or insurance authorization.
Most efficient route: Begin with primary care when the correct specialty is unclear. Use walk-in care for a non-emergency same-day need. Call 911 or use an emergency department when waiting could be dangerous.
Avoid the wrong organization
How to confirm you have the correct Covenant Medical Group
This guide is likely correct when
- Your physician or clinic is in East Tennessee.
- Your paperwork displays Covenant Health.
- Your online account is called MyCovenantHealth.
- Your central contact uses a Knoxville-area telephone number.
- Your clinic is listed on covenanthealth.com.
Stop and verify when
- Your appointment is in Michigan, Texas or Illinois.
- Your portal is called MyChart rather than MyCovenantHealth.
- Your bill displays Providence, Covenant HealthCare or another legal entity.
- The telephone area code and state do not match East Tennessee.
Privacy check: Compare the organization name, physician, city and statement logo before entering your birth date, insurance details, payment information or medical history into any portal.
Clinic network
Covenant Medical Group specialties explained
Common specialty routes and what to confirm first
| Specialty |
Common reason for care |
What to confirm before scheduling |
| Primary care |
Preventive care, routine illness, chronic conditions, medications and referrals. |
New-patient availability, accepted insurance and records needed. |
| Cardiology |
Heart symptoms, rhythm concerns, coronary disease and cardiovascular follow-up. |
Referral, prior heart records, test results and authorization. |
| Gastroenterology |
Digestive symptoms, liver concerns, screening and gastrointestinal procedures. |
Preparation instructions, medication restrictions and transportation after sedation. |
| Neurology |
Headaches, seizures, neuropathy, memory concerns and nervous-system conditions. |
Relevant imaging, medication history and prior specialist notes. |
| Neurosurgery |
Surgical evaluation of brain, spine and nervous-system conditions. |
Referral, imaging discs, reports and prior treatment records. |
| Orthopedic surgery |
Bone, joint, tendon, ligament and musculoskeletal conditions. |
Body part treated, imaging, therapy history and insurer approval. |
| Pulmonology |
Lung disease, chronic cough, breathing problems and pulmonary testing. |
Referral, prior scans, pulmonary tests and medication list. |
| Urology |
Urinary-tract and related conditions affecting adults or children. |
Prior lab results, imaging and referral requirements. |
| Occupational health |
Work-related health services, employer programs and employee care. |
Employer authorization, injury paperwork and billing responsibility. |
| Reproductive medicine |
Evaluation and treatment of reproductive and fertility concerns. |
Coverage exclusions, testing requirements and self-pay estimates. |
Local routing tip: Covenant Medical Group clinics often keep their own practice names. Search by specialty and location rather than expecting every office sign to say only “Covenant Medical Group.”
Appointment workflow
How to schedule a Covenant Medical Group appointment
Choose the correct type of care
Decide whether you need primary care, a walk-in clinic, specialty care, diagnostic testing or emergency treatment.
Search by specialty and location
Review the physician and clinic profile rather than choosing only by distance. Confirm the provider treats your age group and condition.
Check new-patient availability
Many providers accept new patients, but availability varies by physician, office and appointment type.
Verify your insurance product
Give the office the full plan and network name printed on the card. A company may offer several networks with different participation.
Ask about referral and authorization rules
A specialist visit, test or procedure may require a referral, physician order or insurer approval before the appointment.
Use the correct scheduling channel
Call
844-250-2325, call the physician office directly, use self-scheduling when available or request an eligible appointment through MyCovenantHealth.
Record the complete location
Save the practice name, provider, street address, suite, direct phone, arrival time and parking instructions.
Plan to arrive 30 minutes early
Covenant Medical Group warns that patients may be asked to reschedule when they do not arrive early enough for registration and intake.
Appointment call script
“I need an appointment for [reason]. I am a [new/existing] patient and my insurance is [full plan and network]. Is this provider accepting patients, is this location in network, do I need a referral or prior authorization, what records should I bring, and what amount may be due at check-in?”
Prepare before the first visit
Covenant Medical Group new-patient forms and preparation
Covenant Medical Group lists several forms patients may need before the visit. Completing applicable forms early can reduce registration time and prevent missing information.
01
Patient information form
Basic identity, contact, demographic, insurance and responsible-party details.
02
Primary care health history
Medical conditions, past treatment, family history, symptoms, medicines and allergies.
03
Registration agreement
Patient responsibilities, consent, communication and financial terms.
04
Records authorization
Permission to release information to or obtain information from another provider.
05
Privacy notice
How health information may be used, disclosed and protected.
06
Outside records
Recent notes, imaging reports, laboratory results and specialist documents relevant to the visit.
Do not send sensitive documents through a general contact form. Use the secure patient portal, the office’s approved delivery method or the formal medical-record process.
Appointment-day checklist
What to bring and what happens during registration
Current government-issued photo identification
Current primary and secondary insurance cards
Completed new-patient forms when applicable
Referral or authorization documents
Medications in original containers
Medication list with dosage and timing
Allergy and adverse-reaction list
Relevant outside records and imaging reports
Preferred pharmacy name and location
Copay or expected self-pay amount
Questions arranged from most important to least
Legal representative documents when needed
Arrive at least 30 minutes early
Registration may include identity verification, insurance review, signatures, payment and medical-history updates.
Verify your patient information
Check spelling, date of birth, address, telephone, email, emergency contact and preferred pharmacy.
Review every medicine
Include prescriptions, non-prescription products, vitamins, supplements and medications prescribed by outside clinicians.
Ask for the next-step plan
Before leaving, confirm tests, referrals, medication changes, warning signs and when follow-up should occur.
Practical local tip: Save the direct number for the individual practice. Medical questions, prescription requests and appointment changes should go to the treating office rather than Covenant Health’s general public-relations form.
Same-day outpatient care
How Covenant Health walk-in clinics work
Covenant Health states that no appointment is necessary for its three primary care walk-in clinics. Weekday hours can change, so patients should call the selected clinic before traveling.
Use walk-in care for
Non-life-threatening illness or minor injury that should be evaluated sooner than your regular office can provide.
Call before leaving
Verify current hours, age limits, insurance participation, arrival cutoff and whether the clinic can evaluate your specific concern.
Bring the same essentials
Photo ID, insurance card, medicine list, allergy information and relevant recent test results.
Walk-in care is not emergency care. Call 911 for severe chest pain, major trauma, stroke warning signs, severe breathing trouble, uncontrolled bleeding or loss of consciousness.
Secure online access
What MyCovenantHealth can do for patients
A
Appointments
Request or schedule eligible visits and review appointment information.
R
Health records
Access available health information and download eligible documents.
M
Secure messages
Communicate with the care team about routine, non-emergency matters.
Rx
Refill requests
Send routine prescription-renewal requests to the treating clinic.
$
Bill management
Review available account information and use eligible payment tools.
V
Virtual care
Request telehealth when the physician office offers it and considers it appropriate.
Four ways to enroll
Self-enroll online
Complete the portal’s identity and enrollment process using information that matches your Covenant Health record.
Request an email invitation
Submit the official portal invitation request when self-enrollment does not work.
Ask your physician office or hospital
Staff may send an enrollment invitation to the verified email connected to your account.
Call portal support
Call
865-374-5269 for enrollment or access assistance.
Portal messages are not emergency communication. Call the physician office for time-sensitive medical advice and call 911 for an emergency.
Portal troubleshooting
What to check when MyCovenantHealth is not working as expected
The organization or location looks wrong
Stop and confirm that the account belongs to Covenant Health in East Tennessee rather than another Covenant organization.
Self-enrollment cannot match your record
Check that your legal name, birth date, address, telephone and email match the information held by the physician office.
No appointment option appears
Not every office, provider or visit type offers online scheduling. Call the treating practice.
A result is missing
The result may still be processing, awaiting provider review or unavailable through the portal. Contact the ordering office after the expected timeframe.
You need records from before July 2018
Call Health Information Management at 865-374-5269 for older hospital records. For older medical-practice records, contact the physician office.
You changed your telephone or email
Ask the office to update and verify your contact information before repeatedly requesting a new invitation.
You need access for another person
Request the correct proxy or legal-representative process. Do not share passwords.
You have an urgent clinical problem
Do not wait for an online reply. Call the office, use appropriate same-day care or call 911 when symptoms are emergent.
Medication continuity
How prescription refill requests work
Covenant Medical Group asks patients to request prescription refills through the physician office during normal business hours. Requests may also be submitted through MyCovenantHealth.
Request before the medicine runs out
Allow time for clinical review, pharmacy communication, insurance authorization and any required laboratory monitoring.
Use the treating clinic
Contact the office responsible for managing the medication rather than a general Covenant Health number.
Provide complete medication details
Include the medication name, strength, directions, remaining supply and pharmacy name and location.
Check whether follow-up is due
A clinician may require a visit, blood test, blood-pressure check or other monitoring before renewing certain medicines.
Plan around weekends and holidays
Covenant Medical Group states that prescriptions are not refilled on weekends or holidays.
Refill message template
“Please review my refill request for [medicine], [strength], taken [directions]. I have approximately [number] doses remaining. My pharmacy is [name and location]. Please let me know if I need an appointment, laboratory test or insurance authorization.”
Virtual appointment preparation
How to prepare for a Covenant Medical Group telehealth visit
Telehealth lets eligible patients receive care by video through a computer, tablet or smartphone. The provider decides whether the condition can be handled safely without an in-person examination.
Use a private location where you can speak openly
Choose strong internet or cellular service
Test the camera, microphone and speaker
Place the light in front of your face
Keep the device at eye level
Have medication and allergy lists ready
Keep recent readings or test results nearby
Request interpreter services in advance
Confirm insurance coverage and expected cost
Follow the login instructions sent by the office
Privacy warning: Covenant Medical Group notes that public networks are not secure and a private connection cannot be guaranteed when using public internet access.
Telehealth problem and practical fix
| Problem |
What to do |
When an in-person visit may be needed |
| Video will not connect |
Restart the link, confirm browser permission and call the practice. |
When the office cannot complete a safe evaluation remotely. |
| Provider is running late |
Remain connected and keep the phone available for office contact. |
Not usually required unless the clinician changes the visit plan. |
| A physical exam is needed |
Follow the clinician’s instructions for urgent or routine in-person care. |
Possible for significant pain, injury, breathing concerns or findings requiring hands-on examination. |
| Symptoms become severe |
End the routine workflow and seek emergency help. |
Call 911 when symptoms may be life-threatening. |
Avoid unexpected out-of-network costs
How to verify insurance before Covenant Medical Group care
Insurance participation may differ by physician, clinic, service, facility and exact product. A plan’s company name alone is not enough to confirm coverage.
Read the complete plan name
Find the product, network, group and member numbers on the insurance card.
Call the Covenant practice
Ask whether the selected provider and exact clinic location participate in that network.
Call the insurer
Use the member-services number on the card and verify the provider, location and planned service.
Ask about referral and authorization
Confirm whether the insurer requires approval before specialty care, imaging, procedures or therapy.
Ask about separate charges
A clinic visit, professional interpretation, laboratory, imaging facility or hospital service may create separate claims.
Record the verification details
Save the representative’s name, date, reference number and explanation of expected patient responsibility.
Insurance call script
“Please verify whether [provider name] at [exact clinic address] is in network under my [complete plan name]. I am receiving [visit, test or procedure]. Do I need a referral or prior authorization, and what copay, deductible or coinsurance should apply?”
Insurance verification is not a payment guarantee. Final responsibility can depend on eligibility, medical necessity, authorization, coding, deductible status and the services actually provided.
Understand the statement before paying
How Covenant Medical Group bill payment works
Covenant Health’s online bill system allows many patients to view and pay a statement using the 12-digit Bill ID printed at the top of the bill and the patient’s date of birth.
Match the bill to the visit
Compare the patient name, service date, practice, provider and account number.
Compare the insurer’s explanation
Review the allowed amount, insurance payment, adjustment and patient responsibility.
Locate the Bill ID
Use the 12-digit Bill ID printed on the paper statement when paying through the main Covenant Health payment portal.
Check for a practice-specific instruction
Some Covenant practices and facilities are excluded from the main online payment system and require the method printed on the invoice.
Save proof of payment
Keep the confirmation number, date, amount and account information until the payment appears correctly.
Billing contact and exception guide
| Need |
Contact or action |
Important detail |
| General customer care |
865-374-0411 |
Use for general Covenant Health assistance and routing. |
| Online bill-pay help |
833-287-1560 |
Use when the main online payment system or Bill ID is not working. |
| Main online payment |
12-digit Bill ID and date of birth |
Use only when the statement directs you to the Covenant Health payment portal. |
| Excluded practice |
Follow the invoice instructions |
Some practices use a separate number or payment process. |
Self-pay cost protection
How to request a Covenant Medical Group Good Faith Estimate
Patients who do not have insurance or who are not using insurance may request a written estimate for expected non-emergency items and services.
Ask before the service
Request the estimate when scheduling or before agreeing to non-emergency care.
Request the full expected cost
Ask whether the estimate includes related tests, medicines, equipment and hospital or facility fees.
Receive it in writing
Covenant Medical Group states that the estimate should be supplied at least one business day before the scheduled item or service.
Save a copy or photograph
Keep the provider, facility, service description, expected amount and issue date.
Compare the final bill carefully
Confirm that the billed service and provider match the estimate.
Dispute a major difference
A bill at least $400 higher than the estimate may qualify for the patient-provider dispute process.
Keep the estimate and final statement together. A verbal price discussion is harder to verify than a written estimate naming the provider, facility and expected service.
Help with medically necessary care
Covenant Health financial assistance documents and application steps
Covenant Health states that medically necessary care should not be denied solely because a patient cannot pay. Uninsured patients without another payment source may qualify for reduced-rate medically indicated services.
Completed financial assistance application
Most recent income-tax return
Supporting W-2 forms
Two current paycheck stubs from adult household members
Social Security or retirement verification when applicable
Food-assistance benefit verification when applicable
Notarized support letter when unemployed and supported by another person
Only the requested proof of income, not unrelated bills
Mailing address:
Covenant Health
Attn: Charity Department
1420 Centerpoint Blvd.
Knoxville, TN 37932
Avoid an incomplete application: Include every requested income document that applies to your household. Missing tax, paycheck, benefit or support documents can delay review.
Medical records workflow
How to request Covenant Medical Group and Covenant Health records
Covenant Health’s Centralized Release of Information Department processes records for its hospitals and many clinics. Every records request requires a copy of a state-issued photo ID.
PRINTED REQUEST
Fax or mail an authorization
Download the authorization, complete every required field, include photo identification and send it to the centralized records department.
Fax: 865-374-2033
DIGITAL REQUEST
Receive a secure form by email
Call 865-374-5269, request the secure form, complete it and use the form’s own “complete” button to submit it.
Best when you cannot print or fax.
PORTAL DOWNLOAD
Download available records yourself
Sign in, choose “Health Record” from the top menu, select the available record and click “Download.”
Check your device’s Downloads folder afterward.
Printed request mailing address
Centralized Release of Information Department
1400 CenterPoint Blvd., Suite 172
Knoxville, TN 37932
Identify the correct patient
Use the patient’s legal name, birth date, address and other requested identifying information.
Name the correct facility or practice
List the hospital, clinic or physician office that holds the requested information.
Use a clear date range
Request only the period needed when possible.
Specify the record type
State whether you need visit notes, laboratory results, imaging, operative reports, billing records or the complete chart.
Include photo identification
Covenant Health requires a copy of a state-issued photo ID for all medical-record requests.
Sign in the correct capacity
A parent, guardian, representative or estate requester may need additional legal documents.
Allow processing time
Covenant Health states that it strives to complete requests within 10 days. Applicable fees may apply.
Older records: For hospital records before July 2018, call 865-374-5269. For medical-practice records before July 2018, contact the physician office directly.
Upcoming appointment shortcut: Call 865-374-5269 or ask your primary care provider to request the needed records with your permission. Begin early rather than waiting until the day before the visit.
Prevent common delays
Local patient tips for Covenant Medical Group visits
01
Use the practice name
Covenant clinics often operate under local names. Save both the practice and physician name.
02
Arrive 30 minutes early
The official patient instructions warn that late arrivals may need to reschedule.
03
Bring original medicine containers
This can reduce confusion about strength, instructions and prescribing clinician.
04
Request refills before Friday
Refills are not processed on weekends or holidays, so do not wait until the last dose.
05
Verify every service location
The physician office, imaging center, laboratory and hospital may have different addresses and billing.
06
Ask for interpreter help early
Free interpretation can be arranged, including for telehealth, when the office is notified in advance.
07
Save authorization numbers
Keep referral and prior-authorization details until the claim is fully processed.
08
Use the correct billing route
Some practices cannot use the main online portal. Follow the exact statement instructions.
09
Request records early
The records department aims for 10-day processing, but incomplete requests can take longer.
Administrative location
Covenant Health main office map
Covenant Health
244 Fort Sanders West Blvd.
Knoxville, TN 37922
Main telephone: 865-374-1000
This is an administrative address, not automatically your appointment location. Confirm the exact clinic name, street address and suite shown in the scheduling confirmation.
Patient questions answered
Covenant Medical Group frequently asked questions
Which Covenant Medical Group is covered here?
This guide covers the Covenant Health physician network in East Tennessee and the Cumberland Plateau. Other organizations with similar names operate in different states.
How can I make an appointment?
Call 844-250-2325, contact the selected physician office, use MyCovenantHealth when available or use Covenant Health’s self-scheduling options.
How early should I arrive?
Plan to arrive at least 30 minutes before the scheduled time. Patients who arrive later may be asked to reschedule.
What should I bring?
Bring current photo identification, insurance information and medications in their original containers or a complete list with dosages and times.
What does MyCovenantHealth provide?
The portal can support appointments, bill payment, health-information access and secure communication with the care team. Features vary by practice.
How do I enroll in the portal?
Self-enroll, request an email invitation, ask a physician office or hospital for an invitation, or call 865-374-5269.
Can I request prescription refills online?
Routine refill requests may be sent through MyCovenantHealth or to the physician office during normal business hours. Refills are not processed on weekends or holidays.
Does Covenant Medical Group offer telehealth?
Yes. Call the physician office or request a visit through MyCovenantHealth. The provider determines whether virtual care is appropriate.
How do I pay a bill?
Many bills can be paid with the 12-digit Bill ID and date of birth through Covenant Health’s payment portal. Follow separate invoice instructions when the practice is excluded from online payment.
Who handles bill-pay problems?
Call 833-287-1560 for problems with the online bill-pay system or use the telephone number printed on the specific statement.
Can I ask for a Good Faith Estimate?
Yes. Uninsured patients and patients not using insurance may request a written estimate for expected non-emergency services.
What if the final bill exceeds the estimate?
A bill at least $400 higher than the estimate may qualify for dispute. Save the written estimate and compare the same provider, facility and service.
How can I request medical records?
Download available records through MyCovenantHealth, fax or mail a signed authorization with photo ID, or call 865-374-5269 for a secure digital form.
How long does the records process take?
Covenant Health states that it strives to process requests within 10 days. Incomplete forms or missing identification may delay completion.
Final live actions
Official Covenant Medical Group patient tools
The main rules and preparation steps are explained above. Use the official website when you are ready to complete the live physician search, portal enrollment, scheduling, payment or record submission.
