Frequently Asked Questions
SCHEDULING & HOURS OF OPERATION
How do I schedule/cancel an appointment?
Appointments can be scheduled or canceled through our Athena patient portal at https://24840.portal.athenahealth.com. If you need an appointment sooner than what is shown on the website, please call the clinic at 971-220-2759 to be scheduled for an Acute appointment or to be placed on a waitlist.
Do patients need a referral to be seen at Meliora Clinic?
Most patients do not require a referral to be seen at Meliora Clinic. Some insurance plans do require a referral or prior authorization for acupuncture treatments. When scheduling, our staff will help you to determine what is needed to cover your visit.
New Patient information
While you can request a New Patient Appointment in the Athena portal, allofMeliora Clinic’s new patients must call the clinic to complete full registration and schedule an appointment. We will need to verify specific information related to your contact information, health insurance and clinic policies prior as a part of the New Patient enrollment process. We must obtain insurance (if applicable) and a credit or debit card before scheduling.
What is the frequency of visits?
Frequency of visits depends on the individual patient’s healthcare needs. Patients may be seen for annual exams, routine follow-ups, acute needs and regularly scheduled acupuncture or massage appointments. Patients typically cannot be seen more than twice per week (aside from acute care needs). Please call the clinic with scheduling questions.
What is Meliora Clinic’s cancelation policy?
We require at least 48-hours notice prior to your visit in order to avoid a cancelation fee. Patients who no-show or late cancel (less than 48-hours notice) for their initial appointment will be charged for the visit and will not be rescheduled. Cancellations can be completed via the patient portal or by calling our office. Please note, do not reply to appointment confirmation text messages to cancel and this information will not be received.
What if I need care outside of Meliora Clinics regular business hours?
Providers may be available for calls after hours in the case of true acute needs regarding a patient's condition. Please do not use this line for routine questions or for emergencies that would best be addressed by an emergency department or by calling 9-1-1. The number for each provider is listed on the clinic’s voicemail message. Please call the main clinic line to access your provider’s after-hours phone number.
Is there another way to contact my provider with follow-up questions?
Patients may contact the clinic via a “Messages” created in the Athena patient portal. Questions are generally answered within 72-hours and should be related to previously discussed concerns. If you have a new medical concern, please schedule an appointment.
LABS & BLOOD DRAWS
What labs does Meliora Clinic use for lab services?
The major labs that we use are Quest, LabCorp, and OHSU. Providence and Legacy labs are now being operated by Labcorp, so you can now make appointments on the Labcorp website if you plan to use one of these locations. Please contact your insurance to find which lab is in network for your plan. We offer in-office blood draws and specimen collection with flexible scheduling options. Please contact our office to schedule this service.
How do I access lab results once they are completed?
Meliora Clinic providers will release your test results in the Athena portal once they have been reviewed. Patients should generally plan to schedule a follow up appointment to review the results of their labs and discuss any necessary treatment options. Most results are available within one week.
SUPPLEMENT ORDERING & MEDICATION REFILLS
How do I get my medication and refills?
If you require a medication refill, please contact your pharmacy directly. The pharmacy will send refill requests to our clinic for processing. They will contact your doctor if authorization is needed. Refills can only be provided for a maximum of one year. Any new prescriptions or refills beyond one year will require an office visit.
How do I get supplements?
We carry a limited inventory of supplements which can be purchased by patients of Meliora Clinic. If we do not carry what you need, our providers can provide a link to recommended products through Fullscript.
What is required for controlled substances prescriptions.
Controlled substances may be prescribed at the sole discretion of your doctor based on medical need. Such medications for the management of a chronic condition requires an in-office appointment for the initial prescription and all refills. Your doctor will review and obtain a signature from you on our Controlled Substances Agreement and Material Risk Notice required by the State of Oregon. Improper use of prescription medication will result in discharge from the practice.
INSURANCE & PAYMENT
What insurance providers do you accept?
We are in-network with Aetna, Regence/Blue Cross Blue Shield, CareOregon/OHP, Moda, PacificSource. Our providers currently do not accept United Healthcare, or Cigna plans. Some providers may accept Kaiser CHP, please contact the front desk for further information about Kaiser insurance options. We are unable to accept Medicare or Medicare Supplemental plans but can provide a Superbill at your request. We are not currently accepting new patients with Providence/Aetna health plans.
Is there a different rate for cash payment or someone under financial hardship?
We offer cash rates and time of service discounts for patients without insurance coverage. Please contact our front desk for more information. We are unable to accept cash payments to patients with Providence or CareOregon/OHP insurance benefits.
Please note that it is the responsibility of the patient to verify network status and insurance benefits in advance of scheduling an appointment.
PARKING & TRANSPORTATION
Where do I park when I get to my appointment?
There is a dedicated lot on SE 3rd Ave and SE Stephens St, diagonally across the street from the back of our building. Look for The Glass Lab parking sign on the chain-link fence. There is also 2 hour street parking available in the Zone G area. Permitting is not required for parking less than 2 hours.
What if I take public transit?
There are three major Tri-Met bus lines, #6, #10, and #14 that reach our clinic. We are also right by both the A and B loop for Portland Streetcar. Maps and schedules are available on the Tri-Met website.
ADDITIONAL INFORMATION
What accommodations are available to patients?
Please let the front desk know if you require accommodations for your appointment, including a medical interpreter, mobility assistance or other needs. There is an elevator located in the center of the building. Press and hold the button until the elevator door opens. Once inside, press and hold the button to lift to the second floor.
What paperwork is required for a new patient?
After completing the full registration and scheduling your new patient appointment, you will receive and be asked to complete medical consent forms, a health history form and additional health related questionnaires specific to the condition being treated.
What form of communication is most effective?
Please do not communicate via text message, email, or appointment meeting notes as these may not reach our office or may not be HIPPA compliant methods of communication. Patients may create a message in the Patient Portal or call our office during business hours.