MyChart Messaging: When Messages May Be Billed

Overlake is committed to keeping patients informed about how we provide care, including how we handle communication through the MyChart patient portal. This notice explains when messages through MyChart may be billed to you or your insurance, and what estimated costs you can expect. Our goal is to be transparent so you can make informed choices about how you communicate with your care team.

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, Overlake will begin to bill your insurance for messages that require more than five minutes of clinical time and medical expertise to answer. This new practice begins Nov. 11, 2025.  

Read on for more details, including the types of messages that may be billed and a breakdown of estimated costs by insurance type. 

Quick Summary: As of Nov. 11, 2025, most MyChart messages will not be billed. However, messages that require medical decision-making and more than five minutes of your provider’s time may be billed to you or your insurance. 

Types of Messages That Will NOT be Charged  

In most cases, Overlake does not intend to bill for MyChart messages. The following situations are not intended to result in a charge: 

• 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 in-person or virtual appointment to address your need, you will not be charged for the message and will instead be charged for the type of visit that 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 required and your provider spends more than five minutes responding, your message may be billed to you or your insurance. Examples include, without limitation:  

• Requests for new medications or changes to existing medications.  
• Questions about new symptoms or problems.  
• Questions about information in news or research articles.  
• Updates or check-ins about a chronic or long-term condition.  
• Requests for new referrals.  

Estimated Costs for MyChart Medical Advice Messages  

Most messages will not be billed. Read Types of Messages That May Result in a Charge above to learn which messages may be billed to you or your insurance. If your message is billed, here is an estimate of what patients can generally expect to pay depending on insurance coverage.

Insurance Coverage: Estimated Out-of-Pocket Cost*  

• Medicaid: No out-of-pocket costs for patients  
• Medicare: $3–$7  
• Private insurance (Examples: Premera, 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  

*Exact costs depend on your insurance plan. Overlake cannot guarantee your out-of-pocket amount. To learn more about your specific out-of-pocket costs, please contact your insurance company.   

Financial Assistance

Financial assistance under Washington’s charity care law applies to hospital services. MyChart messages are generally billed as professional services and therefore are not typically eligible for Overlake’s charity care program. If in the future such services are billed as hospital outpatient services, they will be reviewed for financial assistance eligibility consistent with Washington’s charity care law. If you have questions about whether a charge qualifies for financial assistance, please contact our billing office 425-688-5124.

Frequently Asked Questions  

Who do I contact with questions about a message that I was billed for?  

Please contact Overlake’s Billing office for any questions about your bill 425-688-5124.  

What changes will I see in MyChart?  

When you initiate a new message and select Ask your clinic a 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 this and select Next to proceed with sending the message, or you can choose not to send the message and schedule an appointment with your provider instead.  

As a reminder, your acknowledgement of this notice does not mean you will always be charged. You will be charged only if your provider determines that the message meets the billing criteria set forth in this Notice.

You may choose not to send a message and schedule an appointment through MyChart (if available for your provider) or by phone.  

Who do I contact with MyChart questions?  

Please visit the MyChart information page or call (844) 750-8525 for any MyChart questions.