MyVHC Patient Portal:
“Ask a Medical Question” 

Your patient-initiated medical messages in the MyVHC patient portal may now be billed to insurance, in certain circumstances. Please note that in most cases, you will not be billed.

Here is why this change is happening: Patients are increasingly using the MyVHC patient portal to message their care team using the “Ask a Medical Question” feature. This online medical exchange is as important as the time taken by the medical provider for an in-person appointment or virtual visit. As a result, many of these questions need additional time for the provider to resolve. Insurance companies recognize that these messages often require additional management and attention by medical providers.

Here are some examples of patient-initiated messages sent through your MyVHC patient portal that will not be billed:

• Prescription refill requests
• Appointment scheduling
• Messages that are resolved by a support staff member (examples: Medical Assistant, Nurse, Care Coordinator, Care Manager) without provider input
• Messages about an issue addressed during a visit in the last seven days
• Messages that lead to an in-person or virtual visit in the next seven days
• Follow-up care linked to recent surgery
• Messages that do not require a response
• Messages that take less than five minutes to answer

Patient-initiated messages using “Ask a Medical Question” from established patients (seen in the previous three years), with a new concern or question requiring 5 minutes or more for medical provider review and response, may result in a billable encounter.
Following are examples of potential requests that may be billed:

• Non-urgent medical question
• Prescription question to adjust a medication
• Change in a condition, chronic or sudden new acute symptoms requiring extended assessment
• Test results question
• Referral question

Beginning April 1, 2024, for VHC Health Physicians primary care providers messages requiring medical expertise and five minutes or more of provider time to respond may be billed to your insurance.

Messages to VHC Health departments or services are not considered billable medical messages. This includes messages to: Outpatient Clinic, Intensive Outpatient, Diabetes Education, Infusion, Rehabilitation Services, Radiation Oncology and Cardiopulmonary.

When selecting “Ask a Medical Question,” a notice will appear providing information about messaging changes. You can choose one of the following options in response:

• If you agree to continue, you will click “Next” to accept and send a message
  • When a message is sent and if messaging charges are applied, the provider’s response will state “Below you will find a note containing information pertaining to this billed MyVHC message.”
• If you decline to send a message, you will return to the MyVHC patient portal home screen. You may then call the provider’s office directly or schedule an in-person or virtual visit

If billed, costs may vary, with a maximum potential charge of $100.70. Fees are based on the time the provider spends responding to your message.

See the table below for medical codes and possible charges. If you do not have insurance, out-of-pocket costs will range from approximately $31.52 to $100.70 depending on the amount of time spent by your medical provider to respond.

For many insurance plans you may not be billed or you may see a low out-of-pocket cost.

• Medicaid: No out-of-pocket cost
• Medicare: 80% coverage with 20% co-insurance
• Private Insurance: Some patients may have a copay similar to in-person or video visits

Please contact your insurer as fees for co-pays vary.

If your message results in the medical provider requesting you to schedule an in-person or video visit for a related medical issue, no charge will be issued for the messaging; but the in-person or video visit appointment will be subject to billing.

• Billed messages will appear in your MyVHC Message Center as a response from your provider. This statement will appear if you are billed: Below you will find a note containing information pertaining to this billed message”
• Charges will appear in the “Billing Summary” section with a billing description beginning with “Online Digital E/M Svc.”

If you or your insurance provider have questions about a bill, contact our billing customer service team at 800-489-9088.
VHC Health understands this is an important change and will continue to monitor patient impact.

• MyVHC patient portal messages are for non-urgent concerns and questions. Messages are answered during business hours and it may take up to three business days to receive a response. Please contact the office directly or schedule an appointment if you have an urgent concern

• Patients who are experiencing a new medical concern are asked to schedule an in-person or video visit instead of sending a MyVHC patient portal message

• Call 911 if experiencing a medical emergency