How to Reach Master Center
Connecting with your care team is easy. Reach out via our patient portal, call us during business hours, or use our after-hours access. Your questions and concerns matter – if you are not able to reach a team member, we encourage you to leave us a message. All messages via phone or portal will be returned the same or next business day. For life-threatening emergencies, dial 911 immediately.
Optimize your connection with your care team using the patient portal – your fastest route to reach us. Available 24/7 even outside of business hours.
Within business hours, dial the main number to connect with the front desk team or your coach. If prompted to leave a message, expect a call back the same or next business day.
For urgent matters outside regular hours, dial the main line and follow the prompts to reach the on-call coach as late as 9:00 pm. For medical emergencies, call 911.
Your Patient Portal: Convenience & Security
The Patient Portal serves as your primary communication hub. It’s the quickest and most dependable method to exchange messages with your care team and request prescription refills. Access your lab results, upcoming appointments, billing history, and conveniently make payments all within your secure, personal portal.
To set up your portal, all you need is your email address. If you need assistance, please call the main line at 804.332.5950 or ask the front desk staff during your next visit.
Access Your Patient Portal on the Go
Apple App Store
Your Master Center patient portal is available via the Healow app. Download the app for iPhone now to access your portal from your phone. Sign in with your name, date of birth, and the Master Center facility code: FCJJAD
The Healow app powers your Master Center patient portal. Download now to access your portal from your phone. Sign in with your name, date of birth, and the Master Center facility code: FCJJAD
Prescriptions & Refills
All prescriptions will be sent to your pharmacy no later than the end of the business day. Whether your appointment is at 9:00 am or at 3:00 pm, your prescription will be sent to your pharmacy by no later than 5:00 pm.
Prescriptions for new medications require an appointment with your medical provider.
MAT Prescription Refills
Refills for MAT medications require an appointment with your medical provider.
Non-MAT Prescription Refills
Refills for non-MAT prescription medications should be requested through the portal for the fastest service. You can also call 804.332.5950 and follow the prompts to speak with a nurse.
Genoa Pharmacy Services
Get all your prescriptions conveniently through Genoa, saving a trip to the pharmacy. Opt for mail delivery or pick up at your local Master Center office. Your Genoa representative assists with transferring, organizing, and ordering prescriptions from Master Center or other providers, including PCPs or specialists. Speak with your Genoa representative in person at Master Center’s Glen Allen office or via telehealth for all Master Center patients. Learn more by calling 804.332.5950 and asking for the Genoa representative, scheduling a meeting during your next Master Center appointment, or visiting the Genoa website.
Appointments & Zoom Codes
Walk-in UDS is available at each Master Center office during regular business hours. Be sure to confirm business hours with your local offices as each office may have different hours.
Running Late, Cancel & Reschedule
If you know you will be late to an in-person or telehealth appointment, please call the main line at 804.332.5950. Will do our best to accommodate you or to help you reschedule.
It is always best to call us rather than simply not show up. Master Center requires 24-hour advance notice to cancel or reschedule appointments. Missed appointments may result in a $150 fee for new patient visits or $75 for follow-up appointments.
When you receive your Zoom code will vary based on the type of appointment.
- Psychiatry – Zoom code sent as early as the day before your appointment by text or phone call, if you do not have a code by your scheduled appointment time, please call the office ay 804.332.5950.
- Addiction Medicine – Zoom code sent at or close to your appointment by text. Your care team may be running late. Please do not call or reach out to your coach until 5 minutes after your scheduled appointment time.
- Group Therapy – Zoom codes will not be texted to you. They are available on the Group Therapy schedule. The schedule can be found online in the patient portal and hard copies can be picked up at your local office.
- Individual Therapy – For appointments before noon, your Zoom codes will be texted to you in the morning on the day of your appointment. If your appointment is in the afternoon, you’ll receive your Zoom code by noon of the same day.
Release of Information (ROIs)
Confidentiality is paramount in addiction treatment. Your treatment details, including whether or not you’re a patient, remain strictly confidential without your explicit written consent. Certain situations demand Release of Information (ROI), such as participation in an alcohol detox program where your helper requires your ROI to coordinate with your medical provider. For court orders or other needs, you can grant or revoke access to your treatment info anytime. Need an ROI or changes? Your coach is here to assist.
Throughout your journey with Master Center, you might require various letters, like program attendance or discharge letters. For swift service, please submit these requests via the patient portal. Rest assured, your letter will be sent promptly (typically 5 to 7 business days) to the required organization via email, fax, or USPS mail.
Connect with Local Resources
Find Support Services
Everyone needs a helping hand from time to time. To find resources in your area for medical assistance, food pantries, clothing, adult education and more, consult our handy map. It’s sortable by resource type and geographic region to help you find what you need fast. For additional assistance, call our main line at 804.332.5950 and ask to speak with a Healthcare Navigator.