Patient Resources
Helping you manage your health care.
Martin's Point patients can find information on appointments, health insurance, and billing. Access documents and other forms to help manage care.
REQUESTING AN APPOINTMENT
Patients can request appointments by phone or online through the MyMartinsPoint® patient portal.
CANCELLATIONS AND MISSED APPOINTMENTS
We request at least a 24-hour notice to reschedule or cancel an appointment. This allows us to promptly reschedule your appointment and to schedule another patient into your missed time slot.
Patients who repeatedly miss or cancel appointments on short notice (within two hours of the appointment time) may be disengaged from the practice.
SAFETY AND RESPECT FOR ALL
It’s everyone’s responsibility!
Martin’s Point will not tolerate any discriminatory, disruptive, disrespectful, or harassing behaviors or language (oral or written). These behaviors may result in removal from the facility, discontinued service, and/or prosecution.
The following behaviors are not acceptable—including, but not limited to:
- Derogatory or offensive remarks about race, color, accent/language, national origin, ethnicity, religion, sex, gender, gender identity or expression, genetic information, sexual orientation, age, disability, veteran/active military status, socioeconomic status, marital status, immigration status or ancestry
- Yelling or use of profanity (swearing)
- Verbal threats or threatening gestures
- Spitting, throwing objects, or other violent behaviors
- Any physical or attempted assault
- Sexual or vulgar remarks or behaviors
- Disrupting another patient’s care or experience
- Verbal aggression/disrespect that hinders care delivery
Patients/visitors who are the target of any of these behaviors may report your concerns to a staff member. For more information about our Code of Conduct, please ask at the check-in desk.
If you need medical assistance outside of your Martin’s Point Health Care Center’s office hours, please call your provider’s office and leave a message with the answering service.
Our on-call physician will respond to calls in order of medical priority. If you do not receive a call back within 20 minutes of placing your call to our answering service, please call again and let the answering service know you have not yet received a call back.
A referral is a request from your primary care provider (PCP) for specialty care that they recommend for you. Examples include: a specialist visit, physical therapy, or diagnostic imaging.
We strongly recommend that you contact your insurance company to confirm coverage and understand your costs for referred services. Out-of-network services may cost more or require additional insurance approval. Check your coverage with your insurance provider before you receive referred care to avoid unexpected charges.
What is a referral? (PDF)
ONGOING REFILLS
Please contact your pharmacy first to fill all ongoing prescriptions.
REQUESTS FOR A NEW PRESCRIPTION IF REFILLS HAVE BEEN USED
Please contact your provider’s office by phone or online through the MyMartinsPoint® patient portal.
Please provide the following information: Your name, medication name, dosage, frequency taken, quantity, and pharmacy name and location.
Please allow up to 72 hours to fulfill your prescription requests. If we have any questions, we will contact you, otherwise, please assume the pharmacy has received your refill request.
Learn about Martin’s Point retail pharmacies.
We make every effort to report test results as soon as they are available. We recommend that you ask your provider the time frame in which you can expect to receive your results. We will notify you of your results by mail, phone, or the MyMartinsPoint® patient portal.
Please note that any sensitive test results will not be published to the portal. If you have not received communication regarding test results after two weeks, please contact your provider’s office.
Martin’s Point Health Care accepts most major health insurance plans, including most HMOs and PPOs.
If you do not see your health plan on our list of accepted health insurance plans, please contact your plan directly to ask if Martin’s Point providers are in your health plan’s network. It is possible that your health plan may contract with providers through another insurer on our list.
ESTABLISHED PATIENTS
If you are an established patient and your commercial coverage changes to a plan we do not accept, Martins Point may be considered out-of-network by your plan (call your new plan for confirmation).
For out-of-network HMO plans, this means you will not have coverage if you see a Martin’s Point PCP or specialist without the plan’s authorization. If your new plan is a PPO plan not listed below, we may bill you up to any remaining balance after the plan pays its out-of-network portion.
NEW PATIENTS
If you are a new patient on an insurance plan we accept, be sure to notify your insurance plan of your PCP change in advance of receiving services. You may not have coverage if you see a Martins Point PCP or specialist without the plan’s authorization.
Follow this checklist to help ensure a smooth billing process:
- Contact your insurance company to make sure you understand your benefits and your health plan’s requirements.
- Confirm that Martin’s Point Health Care is a contracted provider of services for your plan.
- Obtain a referral, if required by your insurance company. Discuss this with your primary care provider prior to scheduling an appointment with one of our specialists
Know the limitations of the referral and obtain an extension or expansion of the scope of the referral if needed. To learn more about referrals, download What is a referral? (PDF)
HAVE QUESTIONS? WE'RE HERE TO HELP.
Patient Accounts, Billing Office: 1-800-499-7875
8 am–4:30 pm, Monday through Friday.
HEALTH INSURANCE PLANS
- Aetna
- Ambetter
(Existing patients only)
- Anthem Blue Cross and Blue Shield
- Carepartners
- ChampVA
- Christian Ministries Fund PHCS
(We are out-of-network but will bill this insurance)
- Cigna
- Geisinger (Beacon Health)
- Great West (Cigna)
- Harvard Pilgrim
(New Hampshire patients need to contact the insurance carrier to see if we are in network as we are not in network with all Harvard Pilgrim policies.)
- Humana Military - Tricare Prime
(We are out-of-network, but will bill this insurance. Services may be covered under the Point-of-Service benefit with increased out-of-pocket costs to the member.)
- Humana Military - Tricare Select/Tricare For Life
(We are out-of-network, but will bill this insurance.)
- Maine Community Health Options
- MultiPlan – PHCS
- MVP (Cigna)
- United Healthcare
- US Family Health Plan
MEDICAID
- State of Maine: Mainecare (Medicaid program)
(Select providers)
- State of New Hampshire: NH Medicaid
- WellSense/NH Healthy Family
MEDICARE
- Aetna Medicare Advantage
- Federal (Original) Medicare and Medicare supplements
- Martin’s Point Generations Advantage
OUT-OF-NETWORK MEDICARE ADVANTAGE PLANS
- Anthem – Medicare
- United Healthcare (AARP) – Medicare
INSURANCE PLANS WE DO NOT BILL (Patients will be responsible for payment)
- Ambetter
(New patients only)
- Humana
(For Humana plans other than Humana Military)
- Minuteman
- Wellcare
You may set up a Card on File Agreement to securely pay copays and future patient charges automatically using your credit card.
You set dollar amount limits for authorized automatic charges and receive emails providing advance notice of upcoming charges and payment receipts. Payment amounts are applied to the credit card after your health insurance processes your claim and assigns an amount as your responsibility.
Please note: This option is different from and in addition to the Payment Plan some patients may have in place setting monthly payments for past-due balances.
FAQs: CARD ON FILE AGREEMENT
Q: What are the benefits of creating a Card on File Agreement?
You may:
- Pay future balances and copays conveniently
- Make payments automatically with their card of choice
- Avoid writing checks to pay bills and having to chase down missing payments
- Receive notifications and receipts via email
Q: How does a patient create a Card on File Agreement?
A: Because the Card on File Agreement is a signed contract between you and Martin’s Point Health Care, it must be set up and signed, in person, at your Martin’s Point Health Care Center. A Patient Services Representative can help you do this when you check in or out at one of your health care appointments. These Agreements cannot be set up over the phone or through the MyMartinsPoint® patient portal.
Note: Martin’s Point is not authorized to collect automatic payments using credit card you may have saved in the MyMartinsPoint® patient portal. This saved information only helps you make future one-time payments through the portal.
Q: How long can a Card on File Agreement last?
A: There are three options for the length of time a Card on File Agreement can be in effect:
- “Expiry”— the expiration date of the credit card
- One year from the date of the signed agreement
- Today’s appointment—allows payment solely for the appointment occurring on a specified date
Q: How does Martin’s Point Health Care determine how much to charge me for each service?
A: If you have health insurance, charges are determined after the insurance plan has processed the claim for the service and determined what amount is considered the “Patient Responsibility.” The insurance plan notifies Martin’s Point of the portion of the cost that is due from you and that amount will be charged to your credit card up to the maximum authorized in your Card on File Agreement.
If you don’t have health insurance, your card will be charged the cost of services received up to the maximum authorized in your Card on File Agreement.
Q: Is there a limit to the payment amount that can be automatically charged per transaction?
A: When setting up the Card on File Agreement, there is a default maximum amount of $1500.00* that can be charged over the duration of the Agreement. You can change this amount by entering your desired amount on the Card on File Agreement.
*IMPORTANT NOTE: This is not a per-transaction maximum amount. This is the maximum amount chargeable for the duration of the Agreement.
Q: Will I be notified prior to an automatic payment transaction being completed?
A: Yes. You are notified of pending charges five calendar days before the charges occur. This allows you time to contact the Billing Office to dispute any of the pending charges if needed.
Q: When is my card charged?
A: Cards that are on file are charged at approximately 6 am, five days after the pending charge notification. (Exception: if you have an unapplied credit on your account, this will be applied first and then the charge notification is sent.)
Q: What can I expect after a charge has been applied to my card on file?
A: You will receive a second email when the card is charged. You will also receive an email receipt with the details of the transaction once the card is charged.
Q: Will any outstanding balances I may have (balances existing BEFORE the effective date of the Card on File Agreement) be automatically applied to the Card on File Agreement?
A: No. A Card on File Agreement only covers balances on claims created AFTER the Card on File Agreement was put in place. Payments for previously existing balances will need to be processed separately.
Q: Who will manage any issues once the Card on File Agreement is in effect?
A: There are times when a card transaction may fail or other issues may arise after a transaction has occurred. When this happens, our Martin’s Point Billing Department will work with you to address these issues.
Q: Can I see the history of my Card on File transactions?
A: Yes. History for all credit card payments made to Martin’s Point through the Card on File Agreement are viewable through the MyMartinsPoint® patient portal.
Q: What if the amount owed exceeds the maximum authorized amount on the Card on File Agreement?
A: The card on file will be automatically charged only up to the maximum amount authorized in the Agreement. You will be sent a statement for the remaining balance that is above the maximum authorized amount.
Q: Is there a difference between the current Payment Plans and the Card on File Agreement?
A: Yes. Payment Plans can be set up to pay for past-due balances and involve charging your credit card an agreed-upon monthly amount (based on Martin’s Point guidelines) until the previously owed balance is paid in full. The Card on File Agreement is used to pay for current and future charges and involves preauthorized payments for the full patient balance (up to the authorized maximum) at the time of the transaction.
Q: Can I have a Payment Plan and a Card on File Agreement at the same time?
A: Yes. Since the Payment Plan is for previous, past-due balances and the Card on File Agreement is for current and future charges, you can have both and can use the same credit card for both. They are set up differently.
Formal payment plans can be set up at one of our Health Care Centers or by calling Patient Accounts–Billing directly. The goal of all payment plans is to have balances paid in full within six months, however, we recognize this is not always possible.
If you feel you are unable to meet our minimum monthly payment requirement, please contact Patient Accounts–Billing to discuss our financial expectations and to gain a better understanding of how we can best partner with you to pay your balance.
Exceptions will be based on demonstrating financial need or special circumstances.
PAYMENT METHOD FOR PAYMENT PLANS
The preferred method of setting up payment plans is to keep your credit or debit card on file and auto-debit the payment each month. Please note that, when a payment plan is set up, only balances already on your account are included.
Any additional balances that you wish to add to the plan will require you to call Patient Accounts–Billing (1-800-499-7875) and may require an increase in the monthly payment amount.
In addition to auto-debit, we can also set you up to receive statements on a monthly basis, at which time you can mail in a check, pay online via the patient portal, or make a call to Patient Accounts–Billing to pay with a credit card over the phone. If you happen to be at a Health Care Center for an appointment and want to pay, we can also take your payment in cash.
Financial Assistance Application Instructions and Worksheet (PDF)
A step-by-step guide and checklist to prepare for your financial assistance submission, ensuring completeness and accuracy.
Financial Assistance Application for Patients (PDF)Submit this form to request support for your healthcare costs, applicable to medically necessary services provided by Martin’s Point.
HAVE YOUR RECORDS SENT FROM ANOTHER PROVIDER TO MARTIN'S POINT
Download and complete the Authorization to Release Protected Health Information to MPHC form (PDF) and mail or fax it to your other health care provider’s office.
HAVE YOUR RECORDS SENT TO ANOTHER PROVIDER FROM MARTIN'S POINT
Form: Authorization to Release Protected Health Information (PDF)
E-mail: [email protected]
Fax: 207-828-2433
Mail:
Martin’s Point Health Care
ATTN: HIM
P.O. Box 9746
Portland, ME 04104
Please be aware that e-mail communication can be intercepted in transmission or misdirected. Please consider communicating any sensitive information by fax or mail.
Please allow 30 days for us to complete the records transfer process. For questions about transferring your medical records, please contact our Health Information Management department at 207-791-3728.
Martin’s Point estimated prices for procedures listed by Current Procedural Technology (CPT) code are available in the Price Disclosure List (PDF) These are estimates and prices are subject to change. Final cost will be determined after service is provided and insurance is processed.
Access price transparency tools and information from the Maine Health Data Organization.
You may also call the Martin’s Point Patient Accounts–Billing Office:
1-800-499-7875
8 am–4:30 pm, Monday through Friday
DON'T BE SURPRISED BY AN UNEXPECTED MEDICAL BILL
You have the right to receive a “Good Faith Estimate” explaining how much your medical care will cost.
Under the law, health care providers must provide an advance estimate of the bill for medical items and services to patients who don’t have insurance or who are not using insurance. This is called a Good Faith Estimate.
When do you have the right to receive a Good Faith Estimate from your provider for the total expected cost of any non-emergency services?
- Before you schedule an item or service
- When your appointment to receive an item or service is scheduled up to three business days in advance
Martin’s Point Health Care will send the estimate to you by mail or through the MyMartinsPoint® patient portal if you have a portal account. Make sure to save a copy of your written Good Faith Estimate to compare with bills you receive from Martin’s Point for this item or service. If you receive a bill that is at least $400 more than your Good Faith Estimate, you can dispute the bill.
BILLING QUESTIONS
Call Martin’s Point Patient Accounts, Billing Office: 1-800-499-7875, 8 am–4:30 pm, Monday through Friday.
ADDITIONAL INFORMATION
For more details about your right to a good faith estimate, visit www.CMS.gov/NoSurprises
At Martin’s Point Health Care, we are committed to providing the highest-quality health care experience for our patients. Part of that commitment involves giving our patients frequent opportunities to let us know how well we are delivering on that commitment.
Patient satisfaction surveys are one tool we use to get that timely feedback, and our choice to partner with the independent patient satisfaction survey company, Press Ganey, holds us to the highest standard.
Learn more.
NCQA Patient-Centered Medical Home™ standards emphasize enhanced care through patient-clinician partnership
The Patient-Centered Medical Home (PCMH) is a model of care that puts patients at the forefront of their care. PCMHs build better relationships between patients and their health care teams. Research shows they improve quality, the patient experience, and staff satisfaction, while reducing health care costs.
NCQA’s Patient-Centered Medical Home Recognition Program is the most widely adopted Patient-Centered Medical Home evaluation program in the country. More than 12,000 practices (with more than 60,000 clinicians) are recognized by NCQA. Recognized practices have made a commitment to quality improvement and a patient-centered approach to care that results in patients who are happier and healthier.
“NCQA Patient-Centered Medical Home Recognition… emphasizes access to care, health information technology, and coordinated care focused on patients,” said NCQA President Margaret E. O’Kane. “Recognition shows that Martin’s Point Health Care has the tools, systems, and resources to provide its patients with the right care at the right time.”