For Patients · University Urology, PC
Frequently Asked Questions
Answers to common questions about our practice, scheduling, insurance, procedures, and what to expect at your visit. Don’t see what you’re looking for? Call or message us.
How do I schedule an appointment?
Call our main office at (865) 305-9254, text us at (865) 459-8448, or send a message through Klara. If you have a referring physician, they can also send us a referral directly and our scheduling team will reach out to you.
Do I need a referral to be seen?
In many cases you can schedule directly without a referral. Some insurance plans require a referral from your primary care physician before covering a specialist visit. We recommend checking with your insurance company beforehand, or call our office and we can help you determine what your plan requires. See our new patient & referral guide for more detail.
What happens after my doctor sends a referral?
Our scheduling team will contact you within 5 business days of receiving the referral. We will match you with the appropriate provider and closest available location based on your diagnosis and ZIP code. After scheduling, you will receive a pre-registration link to complete your intake forms before your visit. See our new patient & referral guide for the full step-by-step process.
Do you offer same-day or urgent appointments?
Yes. We reserve urgent appointment slots daily for patients with kidney stones, urinary retention, gross hematuria (blood in urine), and other acute urologic concerns. Call our office early in the day if you believe you need an urgent evaluation — (865) 305-9254.
Do you offer telehealth visits?
Yes. Many follow-up appointments, results reviews, and certain new consult visits can be conducted virtually through Klara. No app is required. Ask our scheduling team whether your visit qualifies, or visit our telehealth guide.
Can I request a specific physician?
Yes. If you or your referring provider have a preference, let our scheduling team know and we will book you directly with that provider. Some conditions require a specific physician based on subspecialty — our team will let you know if that applies to your situation.
Where are you located?
University Urology has 11 clinic locations across East Tennessee, including two suites at the University of Tennessee Medical Center in Knoxville (our main campus), plus satellite clinics in West Knoxville (Northshore), Halls, Sevierville, LaFollette, Tazewell, Morristown, Lenoir City, Crossville, and Sweetwater. See all locations on our locations page.
What are your office hours?
Our main office is open Monday through Friday, 8 AM to 4:30 PM. Satellite clinic hours vary by provider and location. Call us at (865) 305-9254 to confirm availability at a specific location before traveling.
Which location should I go to?
That depends on your condition, your ZIP code, and which physician is right for your care. Our scheduling team matches you with the appropriate provider and closest available location when you call. For complex or oncology-related conditions, you may be scheduled at our main UTMC campus in Knoxville regardless of your location.
Which insurance plans do you accept?
We accept most major insurance carriers, including Medicare, Medicaid, and the majority of commercial plans. Coverage and benefits vary by plan. Contact our billing team before your visit to verify your specific coverage: (865) 444-0889.
Is my co-pay due at the time of my visit?
Yes. Your co-pay is due at the time of service. This is a requirement of your insurance plan, and we are contractually obligated to collect it at each visit. Please be prepared to pay by cash, check, or credit card when you check in. If your co-pay cannot be collected at the time of your visit, your appointment may need to be rescheduled.
How do I pay my bill?
You can pay online through our bill pay portal. For questions about your balance or a specific charge, contact our billing department at (865) 444-0889.
How do I request medical records, FMLA paperwork, or disability forms?
Medical records requests, FMLA documentation, and disability forms are handled through our third-party partner, ShareCare. Visit their secure portal to submit your request. Please allow adequate processing time — our office is unable to expedite paperwork outside of this system.
What should I bring to my first appointment?
Please bring your photo ID, insurance card, current medication list, co-pay, and any prior imaging discs or medical records related to your condition. If your imaging was done outside the UT system, bring the physical disc — a written report alone is not sufficient. See our full What to Bring checklist.
I have a procedure scheduled. Where do I find preparation instructions?
Visit our Procedure Instructions page and find your procedure. Each page covers what to do before, what to expect during, recovery instructions, and when to call us. Instructions are available for cystoscopy, vasectomy, prostate biopsy, bladder Botox, Xiaflex, PNE trial, hydrogel spacer, urodynamics study, and more.
What procedures can be done in the office?
Many treatments are performed in-office, including cystoscopy, vasectomy, UroLift, iTind, Bulkamid injections, bladder instillations (BCG, Adstiladrin, INLEXZO, and others), Xiaflex injections, urodynamics studies, and diagnostic testing. Larger procedures including robotic surgery, PCNL, cystectomy, and implant surgery are performed at UTMC or affiliated surgical facilities.
How do I get my lab results or imaging reports?
Results are posted to your patient portal automatically as they become available. Your provider or APP will contact you directly for results that require discussion or follow-up. See our results & follow-up page for expected timeframes and what to do if you haven’t heard back.
Can a family member come with me to my appointment?
Yes. You are welcome to bring a family member or caregiver to your appointment. For telehealth visits, a family member can be added to the video call — let our team know in advance or at the start of your visit.
How do I request a prescription refill?
All routine refill requests go through Klara. Send a message with your name, date of birth, medication name and dose, and preferred pharmacy. Allow 3 business days for processing. Do not call the office for routine refills. Controlled substances require an office visit and cannot be refilled via Klara. See our prescription refill page for full instructions.
When will I get my biopsy results?
Biopsy pathology takes 10–14 business days from the procedure date. Your provider will contact you directly when results are available and reviewed. Please do not call before this window has passed. See our results & follow-up page for full timeframes.
When will I get my lab results (PSA, testosterone, etc.)?
Routine lab results are available within up to 5 business days and are posted to your patient portal automatically. Your provider will contact you if results are abnormal or require action. If results are not available in the portal after 5 business days, send a Klara message to follow up.
My result is in the portal but I don’t understand what it means.
Send a Klara message asking for clarification. Include the test name and date. Your provider or APP will respond with an explanation. For biopsy or imaging results, a follow-up appointment may be scheduled to review findings in detail.
What conditions do you treat?
We treat the full spectrum of urologic conditions, including:
- Prostate cancer, BPH, and prostatitis
- Bladder cancer — NMIBC through MIBC, including BCG and intravesical therapies
- Kidney stones — urgent evaluation, ureteroscopy, PCNL, and metabolic prevention
- Renal masses and kidney cancer
- Overactive bladder, urinary incontinence, and pelvic floor conditions
- Erectile dysfunction, Peyronie’s disease, and men’s sexual health
- Low testosterone and male hormone health
- Male infertility, varicocele, vasectomy, and vasectomy reversal
- Urethral stricture, penile reconstruction, and post-prostatectomy incontinence
- Testicular and penile cancer
Why choose University Urology?
University Urology is the most subspecialized urology practice in East Tennessee. We are physician-owned and independent — clinical decisions are made by the physicians caring for you, not a hospital system or corporate entity. Our urologists include fellowship-trained subspecialists in urologic oncology, endourology, andrology, and reconstructive urology. We offer access to treatments not widely available elsewhere in the region, including HIFU, NanoKnife focal therapy, and Aquablation.
Are you affiliated with the University of Tennessee?
We are based at the University of Tennessee Medical Center (UTMC) in Knoxville and work closely with UTMC for complex surgical cases. University Urology, PC is an independent, physician-owned private practice — we are not a department of the University of Tennessee or UTMC, though our main clinic is located within the UTMC campus.
Still have a question? Our team is happy to help by phone, text, or secure message.