New Patient FAQs

We're honored to be a part of your care team.

‍When is my first appointment?
Shortly after enrolling as a patient, we will schedule a Welcome Visit to meet with your provider. They will review your medications, learn what’s most important to you, perform a physical examination, and address any immediate needs. This will be the first of two visits to ensure that we know you and help to plan your healthcare journey. We encourage family members to attend either in person or by video.

How can I communicate with my Care Team?
You will receive an invitation to Elation Passport for Patients where you can stay informed about appointment reminders, lab results, and any messages from your care team.

Anytime you have questions about your care, please call our 24/7 clinical support line and a member of our care team will assist you.

For billing inquiries, contact our billing support line at 510-929-9075.

Before Your Welcome Visit

What happens if I need help before my first visit is scheduled? 
Please contact us. We have a clinician available 24/7 and want to be your first call if any health issues come up. 

How does Pine Park Health work with my senior living community to support me? 
We communicate with the community daily about our operations, services, and patient panel for all assisted living and memory care residents enrolled onto our primary care services. When desired, we can also communicate about your health needs so all members of your care team are aligned.

‍What services do you provide? 
Pine Park is a primary care provider and we operate just like a primary care practice, but from the convenience of your community and see patients in their apartment. We can coordinate with ancillary and specialist services, including labs, imaging, home health, behavioral health, occupational and physical therapy, and more.
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Getting Started with an HMO Plan

I'm on an HMO plan. Is there anything I need to do before getting enrolled?
Yes, if you're on an HMO plan, you’ll need to select Pine Park Health as your designated primary care provider to get enrolled. To do this, follow these steps: 
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1. Contact your insurance
Call your insurance plan using the phone number on the back of your insurance card or go to their website to submit the request.

2. Provide your PCP ID number
Share the PCP ID number we provided in your Welcome Email to make Pine Park your designated primary care provider.

3. Confirm Dates
Please let us know if your insurance tells you there's a waiting period to book your first appointment after the effective date. This will help you avoid out-of-pocket costs.

Billing & Statements

When should I expect to receive a statement from Pine Park Health?
‍You should expect to receive a statement within 90 days of your visit. We only send statements for patients with payment obligations. Some patients will have none. 

‍How much should I expect to pay for services at Pine Park Health?
‍You should expect to pay the same amount you pay to your current primary care provider. This may include a deductible, copayment, and/or coinsurance. If you have supplemental insurance, it may cover these costs.

‍How can I get support if I have questions about my billing statement or payment obligations?
‍For billing inquiries, contact our billing support line at 510-929-9075, or email us at billing@pineparkhealth.com. Our billing specialists will respond within a day.

‍What if I need help with payments or face payment delays?
‍Pine Park Health offers adaptable payment options and support measures, including reminders, phone calls, and alternative payment methods. Contact our billing support team for assistance.

‍How will I receive my billing statement?
‍You can choose between a mailed hard copy or an electronic statement based on your preference during enrollment (see enrollment forms).

‍What should I expect to see on my billing statements? 
‍We'll offer clear, easy-to-understand billing statements that outline the services and treatments you received. Additionally, the statement will include your out-of-pocket expenses, deductibles, and the portion of your visit covered by insurance.

‍What is a guarantor?
‍The guarantor is the person or party who is financially responsible for all the accounts on the statement.

‍What if I overpay for services?
‍If you overpay, you can expect a prompt refund or credit via the original payment method or a mailed check.

‍Can someone else review my financial matters at Pine Park Health?
‍Yes, during enrollment, you can assign a guarantor to review financial matters on your behalf (see Guarantor Consent Form in your Enrollment Packet).

‍What if my insurance information changes or needs updating?
‍Our billing support team will contact you before appointments to remind you of the visit and check if you need to update your insurance. They will help reconcile insurance changes and update you about claims or pending payments.

Additional questions? 
‍For additional billing inquiries, contact our billing support line at 510-929-9075, or email us at billing@pineparkhealth.com.