Questions on changing my supplement regimen sent via the patient portal

Often patients will ask questions in terms of changes to their supplement protocols via the patient portal. Changes to supplement protocols (for example should I stop this, is it ok to substitute that, can I start this) are considered clinical questions and as such are considered medical care. There are restrictions on when medical care can be provided through the online portal in terms of insurance regulations.

Insurance regulations require a visit for medical services. This includes clinical questions about changes in a supplement protocol. Insurance only covers these questions after a visit if the questions are received within 7 days of a visit. ANY questions about changes in a supplement protocol that are not submitted within 7 days of a visit do require a new office visit per insurance regulations. Patients however can submit questions and have them answered outside of the 7 days window if they have coverage for "e-visits" on their insurance plan. E-visits allow patients to ask and receive answers on clinical questions, prescription refills, and updated supplement plans via the patient portal.

To check if you have coverage for an e-visit with your insurance company contact your insurance and ask for coverage for the following CPT codes.

99421: Online digital evaluation and management service, for an established patient, for up to 7 days, cumulative time during the 7 days; 5-10 minutes

99422: 11-20 minutes

99423: 21 or more minutes

As you will not know how many minutes it may take to resolve your concerns we recommend checking all 3 CPT codes for coverage. Once you know if you have coverage for an E visit then you may contact the office with your concerns. Please label the subject of your communication "E-visit requested" so that your question is appropriately routed. If you do not have coverage for E-visits on your policy then you will need to schedule a visit to address your concerns. Please note that E-visits may be subject to a copay, co-insurance and/or your deductible. If any of these apply under your insurance plan then you will need to remit your financial responsibility to the office for the E-visit before the physician is able to respond to your clinical concern.