05/10/2025
📢 Patient Portal Messaging: Important Update
Effective May 12, 2025, some messages sent through the patient portal may be billed to your insurance depending on their complexity. While most messages will remain free, certain types may incur a cost based on your insurance plan. Out-of-pocket costs may range from $0 to $50.
📈 Why This Change Is Happening
Over the past few years, the volume of patient portal messages has increased significantly. Many messages now involve detailed medical issues that would have previously required an in-person or virtual visit. These messages often take more time for providers to review and respond appropriately.
To support continued timely and high-quality care, messages that require more extensive clinical review or decision-making—including those that take more than 5 minutes for a provider to respond—may be billed to your insurance.
✅ Messages That Will Remain Free:
Appointment requests
Medication refill requests
Questions related to a visit in the last 7 days
Billing or insurance questions
Messages that take less than 5 minutes for a provider to respond
Messages initiated by your healthcare team
Follow-up questions after a procedure
💬 Messages That May Be Billed:
Requests for new medications or changes to current medications
New symptoms or medical concerns
Questions about medical articles, studies, or general health information
Check-ins or updates regarding chronic or long-term conditions
Requests for new referrals
Any message that requires more than 5 minutes of a provider’s time to review and respond
If you have questions about this policy or how it may apply to you, please contact our office or billing department.
Thank you for your understanding and continued trust in our care.