Frequently Asked Questions

Appointments

How do I schedule an appointment?

You can call us at 541-382-4900

Ask about same day availability.

What will I need when I call for an appointment?

When you call, we’ll need to identify you in our electronic health records system. We also want to make sure to reserve the right amount of time for your appointment. Please have the following information available:

  • Patient’s name, address, phone number
  • Patient’s date of birth or Social Security number
  • Patient’s insurance information
  • Patient’s employer information
  • Patient’s emergency contact information
  • Reason for appointment
  • Whether you want to see a specific provider or the first available appointment

Also remember to check with your health plan to be sure that the care you’re requesting or that we’re recommending is covered by your plan.

What if I have to cancel my appointment?

Things happen. If you can’t keep your appointment, please call us as soon as possible and we’ll help you reschedule. Please remember that not showing up for your appointment or canceling with less than 24 hours’ notice may result in a cancellation charge.

What do I need to bring to my appointment?

Here’s a handy list of what you’ll need to bring to your appointment:

  • Insurance card
  • Medicaid/Medicare card (if applicable)
  • Social Security information
  • Photo ID (e.g. driver’s license)
  • Your contact information
  • Contact information of the personal responsible for payment (if other than you)
  • List of medications you’re taking
  • List of any known drug allergies
  • List of any healthcare concerns
  • Medical records or x-rays (if you’re being referred to us from outside Bend Memorial Clinic). For more information about this, please call (541) 317-4222.
  • Co-payment (cash, check, VISA, Discover, MasterCard or AMEX)

How do I choose my provider?

Don’t have a doctor yet? No problem. Call the Appointment Center, and we’ll help you choose the physician who is right for you. You can also review the Providers section on this site to get to know the many talented, compassionate physicians, physician assistants and nurse practitioners at Bend Memorial Clinic.

MyChart FAQs

What is MyChart?

MyChart offers patients personalized and secure on-line access to portions of their medical records. It enables you to securely use the Internet to help manage and receive information about your health. With MyChart, you can use the Internet to:

  • Request medical appointments.
  • View your health summary from the MyChart electronic health record.
  • View test results.
  • Request prescription renewals.
  • Access trusted health information resources.
  • Communicate electronically and securely with your medical care team.

Is there a fee to use MyChart?

MyChart is a free service offered to our patients.

How do I sign up?

Patients who wish to participate will be issued a MyChart activation code during their clinic visit. This code will enable you to log in and create your own username and password. If you were not issued an activation code, you may call your primary care clinic to get one or ask to sign up during your next office visit.

Watch the BMC MyChart How-to Video

Who do I contact if I have further questions?

You may e-mail us at mychart@bmctotalcare.com or you can call our MyChart Patient Support Line at 1-541-382-2811.

When can I see my test results in MyChart?

Test results are released to a patient’s BMC MyChart account after their provider has reviewed them or after 3 days regardless if the provider has reviewed the results. Tests that are sensitive nature may not be released to BMC MyChart.

Why are certain test results not shared electronically via MyChart?

Your provider is able to determine which types of test results are able to be accessed through MyChart. Further, tests of a very sensitive nature are not released to MyChart, however, clinical staff will contact you with results.

If some of my health information on MyChart is not correct, what should I do?

Your MyChart information comes directly from your electronic medical record at your doctor’s office. Ask your doctor to correct any inaccurate information at your next clinic visit. Your health information is reviewed and updated in your electronic medical record each visit.

If I send a message to my doctor or nurse, when can I expect a reply?

Responses to any communication received through BMC MyChart, including prescription refills, will be addressed within two business days. When new information is available in BMC MyChart, a message is automatically sent to the patient’s email address, notifying him or her to login and view the information.

Can I view a family member’s health record in MyChart?

Yes you can. This is called Proxy access and allows a parent (or guardian) to log into their personal MyChart account, and then connect to information regarding their family member. Complete a Proxy Consent Form and return it to one of our medical facilities to request access to this convenient service.

Can I ask questions regarding a family member from my MyChart account?

MyChart offers direct access to your personal health record and communicating about another individual’s information would be placed in your health record. This information would not appear in the correct health record and could potentially jeopardize medical care.

Can my spouse and I share one MyChart account?

No, due to the sensitive nature of medical information, each adult must sign and submit a Release of Information request and establish their own MyChart account.

I forgot my password. What should I do?

You may contact our MyChart Patient Support Line at 1-541-382-2811 to request a new, secure password. You may also click the “Forgot password” link on the sign-in page to reset your password online.

Can you send me a new activation code as I have lost it, let it expire or did not receive it?

Contact us at mychart@bmctotalcare.com and after we verify your information, a new code will be sent via U.S. Postal Mail. Privacy issues prevent us from e-mailing a new activation code to you.

Where can I update my personal information (e.g., home address, e-mail or change my password)?

Log into MyChart and from the left menu, go to the Preferences section and select the appropriate option.

How secure is MyChart?

We take great care to ensure your health information is kept private and secure. Access to information is controlled through secure activation codes, personal usernames, and passwords. Each person controls their password, and the account cannot be accessed without that password. Further, MyChart uses the latest 128-bit SSL encryption technology with no caching to automatically encrypt your session with MyChart. Unlike conventional e-mail, all MyChart messaging is done while you are securely logged on to our website.

What is your Privacy Policy?

MyChart is owned and operated by MyChart and is fully compliant with federal and state laws pertaining to your privacy. Your name and e-mail address will be treated with the same care and privacy given your health records and will never be sold or leased by MyChart.

I was logged out of MyChart, what happened?

We aim to protect your privacy and security of your information. While logged into MyChart, if your keyboard remains idle for 15 minutes or more, you will be automatically logged out of MyChart. We recommend that you log out of your MyChart session if you need to leave your computer for even a short period of time.

My activation code does not work, what should I do?

For your security, your activation code expires after 14 days and is no longer valid after the first time you use it. If you still have problems, email us at mychart@bmctotalcare.com or you can call our MyChart Patient Support Line at 1-541-382-2811.

Billing

What should I ask if I am choosing a health plan?

If you are choosing a health plan, review insurance plans and ask yourself:

  • What are my options?
  • Does this health plan provide the benefits and services I need?
  • Does this health plan offer the clinicians and hospitals I want?
  • Can I afford this health plan, including its premiums, deductibles, co-insurance, and copays?
  • Will the plan cover the cost of my medications?

What should I ask before an office visit?

You can learn details about your health insurance policy, including the amount of your copay, deductible, and coinsurance by visiting your health insurance company Web site or calling its customer services department.

The back of your health insurance card should have the phone number(s) and website address(es) you need.

Before any health care visits, be sure to ask your health insurance company:

  • Is my doctor’s visit covered completely? If not, how much must I pay?
  • Will my tests be covered completely? If not, how much must I pay?
  • If I need a procedure, including surgery, how much will my insurance cover? How much must I pay?
  • Will I need authorization from my insurance company before my health care visit?

To avoid unwanted health-care billing surprises, be sure to always:

  • Ask your insurance company what costs you must pay out of pocket for your doctor visit, health care visit, test, procedure, or surgery
  • Bring your most up-to-date insurance card(s) to every doctor appointment and health care visit

Do you accept cash payments?

We will be accepting cash payment at Eastside Clinic and Old Mill District Clinic locations only.

You can now pay your bills, see your billing statement, and manage your account after registering on our secure patient portal.

The portal will allow you to communicate with us easily, safely, and at your convenience. You can now access it 24 hours a day, 7 days a week to get personal health information. This portal replaces our previous systems, but you can still access them if you want to review your data.

What if I have been or a family member has been injured in an automobile or any other type of accident?

If you are injured in an automobile accident or at work, call your insurer first to confirm your coverage, get a claim number for the accident, and get the name of an adjuster.

For worker’s compensation, you must contact your insurer and get a claim number before seeing a doctor or having any health care services or visits.

In an emergency, please visit our Urgent Care Center or the nearest emergency department.

Summit Medical Group Oregon offers a wide range of services to help you after an accident or injury, including:

Summit Medical Group Oregon participates with most automobile insurance companies and managed care physician provider panels to help you get the high quality medical care to which you are entitled. We also participate with most workers’ compensation insurance companies.

What if I have been or a family member has been injured at work?

If you are injured in an automobile accident or at work, Summit Medical Group Oregon can help you get comprehensive, coordinated care for your medical needs.

In addition to our other services, we provide:

Summit Medical Group Oregon participates with most automobile insurance companies and managed care physician provider panels to help you get the high quality medical care to which you are entitled. We also participate with most workers’ compensation insurance companies.

For more information or to schedule an appointment, please call us at 541-382-4900.

What if I purchased health insurance through an Affordable Care Act (Obamacare) exchange?

Please contact your Affordable Care Act (Obamacare) insurer and ask for help understanding the details of your coverage.

Two Oregon health care insurers offer plans aligned with the Affordable Care Act (also known as Obamacare): Pacific Source and Providence. Summit Medical Group Oregon is in network for both of these plans.

What is copay, deductible, and coinsurance?

Copay is the fixed amount you must pay for a covered health care service. Copays are due at the time you receive a health care service. Most often, you will be asked to deliver your copay when you check in for your doctor’s visit or diagnostic test. Copay amounts vary depending on your health insurance plan. For example, some patients will be required to copay $15 for a regular checkup, whereas other patients might have a $20 (or a lower or higher) copay for the same appointment.

Deductible is the amount you must pay for a health care service before your health insurance plan begins paying. For example, if you visit an emergency department and your deductible amount is $500, you must pay the $500 deductible amount before your insurance company will cover the remaining health care charges associated with your emergency visit. Deductibles do not always apply to all health care services. For this reason and to avoid unwanted billing surprises, you should ask your insurance company for a list of covered services.

Coinsurance refers to your share of the costs of a health care visit. Coinsurance is calculated as a percentage of the amount of a service. You are responsible for paying the full amount of your coinsurance and your deductible charge. For example, if your health insurance plan allows $100 for a health care checkup and you have paid your deductible, your coinsurance payment of 20 percent (or whatever percent applies to your insurance plan) would be $20. Your health insurance plan will pay the remaining $80 due for your visit.

What does in network mean?

Your health insurance company works with providers to agree upon a rate for a variety of health care costs. Once providers have agreements with your health insurance company, they are considered in network.

Your in-network providers can include:

  • Primary care doctors, other practitioners such as certified diabetes educators, nurse practitioners, physical therapists, and specialists
  • Laboratories
  • Radiology and imaging centers
  • Hospitals
  • Pharmacies

Health care providers in your network receive full payment from your insurance company for the agreed-upon rate for your health care services. The rate your providers receive includes your insurer’s share of the cost as well as your share of the cost. Most patients pay their share of health care costs in a copayment, deductible, or coinsurance.

For example, if a visit with your primary care doctor costs $120 and your agreed-upon copay is $20, you will pay $20 at the time you visit your in-network doctor. Your insurance company will then pay the agreed-upon balance of $100.

What does out of network mean?

A doctor or practitioner, specialist, hospital, pharmacy, or other health care provider or service that has no agreement with your insurance company is considered out of network.

When you get out-of-network health care and services, you are likely to be responsible for paying some, much, or all of the cost of the service. The amount you must pay for out-of-network services depends on whether your health insurance company is willing to pay part of the bill. For this reason and to avoid unwanted billing surprises, it is best to check with your health insurance company before you get any out-of-network health care services.

In some cases, your health insurance company can give you a list of comparable, in-network health care providers and services. If your health insurance company cannot offer you an in-network alternative, you can ask a representative to tell you whether your health insurance company will cover any or all of the cost of the service you need.

What if my health insurance card is lost or stolen?

Having your most up-to-date card(s) at each health care visit helps ensure that we have a valid group number, a valid mailing address for claims, updates for employer group renewals, changes in personal coverage options, and information about your visit such as workers compensation or motor vehicle accident information.

Call your health insurance company immediately if your insurance card is lost or stolen!

What if I need authorization or a referral before a visit?

For referrals

  • If your primary care provider is with Summit Medical Group Oregon, you are responsible for knowing whether you need a referral for a health care visit outside of Summit Medical Group Oregon. Talk with your insurer before your health care visit to confirm whether it will be covered
  • If you have a non-Summit Medical Group Oregon primary care provider and your insurance plan requires a referral to see a Summit Medical Group Oregon practitioner, you must contact your primary care provider to get your referral before your health care visit

For authorizations

  • Authorizations are required for most services, tests, procedures, and surgeries
  • When your Summit Medical Group Oregon practitioner has ordered a service, test, procedure, or surgery for you, our authorization department will ensure you get the authorization you need; however, it is important that you follow up and confirm with your insurer and your provider that the authorization is in place before your health care visit.

What if my claim is denied and I do not agree with the denial or lack of coverage?

Talk with your insurer to clearly understand the details of your plan and coverage. You also can speak with a Summit Medical Group Oregon Patient Account Specialist or Financial Counselor Monday through Friday 8 AM to 4 PM to discuss your concerns and ask for guidance. Call us at 541-317-4200.

What if I have no medical insurance?

If you have no medical insurance, you can speak with a Summit Medical Group Oregon Patient Account Specialist or Financial Counselor Monday through Friday 8 AM to 4 PM and ask for guidance. Call us at 541-317-4200.

What if my insurance changes during a course of treatment?

To ensure that all the services you need are authorized and reimbursed appropriately, you must notify your provider as soon as you change insurance plans to give your provider the most current information about your new plan.

Does Summit Medical Group Oregon accept Medicare and Medicaid?

Summit Medical Group Oregon accepts Medicare, including:

  • Aetna
  • Pacific Source
  • Providence
  • Humana
  • Health Net
  • United Health Care

Summit Medical Group Oregon also accepts Medicaid, including:

  • Pacific Source
  • Moda

What if you have other questions not listed here?

We want to help you! Summit Medical Group Oregon Patient Account Specialist and Financial Counselors can answer billing questions Monday through Friday 8 AM to 4 PM. Call us at 541-317-4200.

You also may click here to register for our patient portal to manage your accounts, including seeing billing statements and balances and make secure credit card payments.