What is the likelihood that my care may be billed?
We anticipate a small percentage of messages will meet the criteria for billing. The care provided must be through a patient-initiated secure message you send to your care team. Patient-initiated messages may be billable when they are part of patient care related to new or unexpected symptoms, you have two or more concerns, you have a question about changing your medication or you are requesting medicine related to a new symptom or concern. In these situations, it may be better to schedule an in-person or virtual visit.
Which secure messages aren’t billable?
There is no charge when you have a simple question, or your care team has requested that you provide feedback. Some examples include when you need a prescription refill for an existing condition, you have a question about a surgery you had in the last 90 days, you are providing a quick medical update, or you are requesting an appointment or have a question about whether to schedule an appointment. You won’t be charged for a message initiated by your care team first.
If my care is billed, how much will it cost?
Depending on the service, you or your insurance may be billed up to $50, less than the cost of a virtual visit.
Will insurance cover the cost?
Care resulting from patient-initiated secure messages is covered by insurance like other patient-provider interactions. Out-of-pocket expenses for care received through message exchanges vary by insurance plan. Co-pays and deductibles may apply – just like a medical visit. It’s best to talk to your insurance provider to determine what your plan covers.
How does the billing process work?
If the care resulting from your message is billable, it will work similarly to other services you receive from Mayo Clinic. Mayo Clinic will handle billing your insurance for you. Sometimes, your insurance provider may ask you for a “CPT code.” This is a number Mayo Clinic reports to your insurance company to tell them the type of service provided.
- Billing codes 99421, 99422 and 99423 are for patient-initiated online digital evaluation and management services with a physician or other qualified health care professional, such as advanced practice registered nurses and physician assistants.
Whom should I contact with questions about my bill?
If you have questions, please call Mayo Clinic Patient Account Services toll-free at 844-217-9591, Monday through Friday, during local business hours.
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