Asking medical questions through MyChart
Sending a message to your care team is a convenient way to get timely information about your care, or that of a proxy dependent. Over the last few years, the volume of messages sent via MyChart has increased significantly, with some MyChart questions taking the place of in-person or virtual visits and requiring more time from providers to respond.
To ensure timely responses to these messages, MultiCare will begin to bill insurance for messages that require more than five minutes of clinical time and medical expertise to answer. This new practice will begin July 1, 2024.
While most message responses will remain free, some may be billed to your insurance. The amount patients can expect to pay ranges from $0-$35. Read on for more details, including the types of messages that may be billed and a breakdown of costs by insurance type.
Quick summary
- Starting Monday, July 1, 2024, MyChart messages that require medical decision-making and more than five minutes of your provider’s time may be billed to you or your insurance
- Most MyChart messages will remain free
Types of messages that will NOT be charged
In most cases, we will not bill for MyChart messages. These situations are not intended to be billed:
- Requests to schedule an appointment
- Requests for medication refills
- Questions related to a visit (in person or virtual) in the last seven days
- Questions about billing and financial assistance
- Messages that take less than five minutes of a provider’s time to answer
- Messages initiated by your health care provider or team
- Follow-up care questions after a recent surgery or procedure
- Questions about participation in open clinical trials or studies
If you ask a question and your provider recommends an e-visit, virtual visit or in-person visit to address your need, you will not be charged for the message and will instead be charged for the type of visit you schedule. Standard costs for those services will apply, and charges vary based on your insurance coverage.
Types of messages that may result in a charge
When medical decision-making is involved and takes longer than five minutes of a provider’s time, it may result in a charge to your insurance. Some of these situations may be billed:
- Requests for new medications or changes to existing medications
- New symptoms or problems
- Questions about news articles, journal articles or studies
- Check-ins or changes to a chronic or long-term condition
- Requests for new referrals
Estimated costs for MyChart medical advice messages
Most messages will remain free. Read types of messages that may result in a charge above to learn which messages may be billed to you or your insurance. Below is an estimate of what patients can expect if they are billed for a message.
| Insurance coverage | Out-of-pocket costs* |
|---|---|
| Medicaid | No out-of-pocket costs for patients. |
| Medicare | $3-$7 |
| Private insurance (such as Premera and Regence) | Most private insurance carriers cover this at little to no cost to patients. If covered, copays, co-insurance and/or deductibles may apply. |
| No insurance or insurance does not cover | $35 |
*To learn more about your specific out-of-pocket costs, please contact your insurance company.
Financial assistance is not available for MyChart messages or e-visits.
Frequently asked questions
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Who do I contact with questions about a message that I was billed for?
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Please contact our financial experience customer service team for any questions about your bill.
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What changes will I see in MyChart?
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When you initiate a new message and select Ask a medical question, a screen will display in MyChart to let you know that you may be charged for sending the message if it requires more than five minutes of your provider’s time to answer. You will have the opportunity to acknowledge and select Next to proceed with sending the message.
As a reminder, acknowledgement of the policy does not mean you will be charged.
You can also decline and schedule an appointment through MyChart (if available for your provider) or by phone.
Access your MyChart account
Both new and returning patients can schedule in-person, primary care appointments online and even apply for financial assistance through MyChart. Learn more about online scheduling or get started now by selecting from the options below.
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