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Last Updated 5/8/25

Portal Messaging 

📢 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.

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