Help and FAQ

Got questions? Looking for a particular form or document, or preparing for an upcoming visit? We’re here to help.


In June 2019, PacMed completed an upgrade to its Epic electronic medical record and MyChart online tools, moving to the improved version used by our parent company, Providence St. Joseph Health, in Washington and Montana. If you are a MyChart user, you’ll see a few changes next time you log in.

To read the overview of the change, visit www.pacmed.org/mychart.

ACCESSING MYCHART

(NOTE: These instructions and links with screenshots can also be found on www.pacmed.org/mychart.)

Q. How do I get to the upgraded MyChart?
A. You can get to the new MyChart in two ways – either through a web browser, or through the MyChart App.

1) Use a Web Browser

From your mobile phone or computer, use a browser like Chrome, Safari, or Internet Explorer, and copy or type in this new link:

https://mychartwa.providence.org/mychart/

Note: This is a new website from the old MyChart. We recommend you bookmark this new site.

2) Use the App

For new MyChart Users
To install the app on your mobile phone or tablet, download the MyChart App from either the App Store or Google Play. Search for “MyChart” and download the app with the logos below:

Apple phone/tablet (from the App Store): Android phone/tablet (from Google Play):
Apple App Logo Google App Logo
Click the icon to open the page to get the app Click the icon to open the page to get the app

Existing Users / Once you have the app:
If you’ve used MyChart before, the app you click on will remain the same. However, you will have to add a new organization within the MyChart App:

Open the MyChart app. While you’re still logged out, look for the “My Organizations” button and search for PacMed to add PacMed as an organization. Follow these steps:

iPhone App:
  • Log out
  • Tap "My Organizations" button in upper left corner
  • Tap "+ Add Organization"
  • Search for and select “PacMed”
Android App:
  • Log out
  • Tap the dropdown menu (three vertical dots) in the upper right corner
  • Tap "My Organizations"
  • Tap "Add Organization" button
  • Search for and select “PacMed”

When you see the PacMed logo, tap on it to add us to the app and access your account:


See below for instructions on logging in.

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Q. How do I log in to the new MyChart? Can I use the same account?
A. If you are using MyChart for the first time, you will need to create a new account (see below).

If you’ve used MyChart before, in most cases your user name and password will transfer over and you can use the same login as you did in the earlier Swedish/PacMed MyChart. Try that first.

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Q. What should I do if I forgot my username or password?
A. From the login screen, under the “Sign In” button, you’ll find links to click to help you recover your username and password.

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Q. Why isn’t my old login working?
A. If you are sure you typed your old username and password in correctly and cannot get access, it may be because your unique username was already claimed by another person in the new system.

There are existing Providence users in MyChart we upgraded to. One of them may already have claimed your username. If so, you will need to create a new username to access your record in the new system. If you need help, please follow the instructions for creating a new MyChart account, or call the MyChart Helpdesk at 206.320.4278.

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Q. How do I create a new MyChart account/login?
A. If you are new to MyChart, or your old username was already claimed and does not work, you can create a new account online, on the phone or in person:

Create your account online.
The upgraded MyChart allows you to create your account without calling or visiting a clinic in person. To sign up online without an activation code, visit https://mychartwa.providence.org/mychart, click “Sign Up Now,” then click “Sign Up Online.” Answer the questions to verify you identity, then choose your username and secure password.

NOTE: In order to verify and protect your identity, the online sign-up process requires you to answer questions drawn from your credit history (such as past addresses, purchases or accounts). These questions are for identifying purposes only and should not register as a check on your credit.

Obtain an access code in person or by phone.
You can ask at any PacMed clinic front desk for a printed access code and instructions for creating an account. You can also call the MyChart Helpdesk at 206.320.4278 to request an activation code, and an email will be sent to you with that information. In either case, you will be asked a number of personally identifying questions to verify your identity and protect your information.


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Q. If my username was claimed and I need to create a new account, will my old health information still be there?
A. Yes. If you had a MyChart account before but are required to create a new login, the process is designed to identify you so your medical information from your old account will be accessible through your new login. The new login you create is for access purposes only; your protected health record behind the scenes remains the same. If you have concerns that your new login has not connected with your existing health records, contact the MyChart Helpdesk at 206.320.4278.

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Q. Will I lose access to the older version of MyChart after it is upgraded?
A. No. You can still log in to the old MyChart for reference, but for the best features and experience, please use the new version of MyChart. You can continue to use the older system to view past messages and other real-time archived information. Most of your information, however, will be available in the new MyChart.

After June 15, to send new messages to your care team and access information from new appointments and other activity you’ll need to use the enhanced version.

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Q. Does every patient automatically have MyChart?
A. No. Though we strongly encourage you to sign up for MyChart, a MyChart account will be offered and you may decline. We respect your personal preference and we do not require anyone to use the MyChart online access tools.

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ACCESSING MYCHART

Q. What will happen with my conversations with my doctors after the MyChart upgrade?
A. You’ll be able to continue any current conversations with your doctor in the old MyChart until approximately July 15. You will need to continue logging in to the old MyChart to view these older messages.

Any new conversations started with your doctors after June 15 should be initiated in the new MyChart. The old MyChart will lose the ability to initiate new conversations or scheduling requests with PacMed or Swedish doctors.

If you also see Polyclinic providers, you would continue to contact them through the old MyChart.

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Q. How do I communicate with my providers or request refills now?
A. You’ll need to log into the new location at https://mychartwa.providence.org/mychart, or add PacMed as a new organization within the MyChart app (“Accessing MyChart” above for how to do that).

Your username and password will stay the same in most cases. If you do not remember any of this information, or you do not have a valid e-mail address on file, please use the password reset links within MyChart, or call our MyChart Helpdesk at (206) 320-4278 or 1 (877) 240-4474, Monday through Friday, 8 AM to 4:30 PM, and we will help you regain access to your MyChart account.

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Q. How will billing work with the new system?
A. On June 15, 2019, PacMed will be moving to a new billing system.
  • You will be given a new account number for services rendered after June 15, 2019.
  • For services rendered after June 15, 2019, your statement will look different.
  • Your total balance may show up divided across multiple statements, if you have balances due from both before and after our new billing system takes effect.
  • Any balances from services prior to June 15 must be paid online or by calling the billing department at 206.621.4392.

Find additional information, including both versions of your statement, at www.PacMed.org/billpay.

If you have questions about billing or receiving multiple statements, please contact billing customer service at 206.621.4392 1.888.774.9040.


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Q. I have a payment plan at PacMed. How will this work with the new system?
A. If you have questions about a current payment plan, please contact billing customer service at 206.621.4392 or 1.888.774.9040.

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Q. I have proxy access for a family member and use MyChart on their behalf. Will I need to complete the proxy form again after the upgrade?
A. No, your proxy authorization will remain in place after the upgrade, as long as it hasn’t been terminated for another reason.

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Q. I want to set up proxy access, can I do that through MyChart or the MyChart Helpdesk for a family member?
A. No, to request a new proxy authorization you will need to complete a form.

Proxy access means access to another person’s medical information. Proxy access may be requested by:

  • Parents or legal guardians of children under the age of 13
  • Adult children of adults
  • Legal guardians of adults

If you are an adult (18 years and older), you may request another person to be a proxy for your medical records.

The identity of the person requesting proxy access must be confirmed by a Health Information Management (HIM) Specialist prior to activating a proxy account. For more information, visit www.pacificmedicalcenters.org/help-faq/mychart-faq

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Q. Why did you upgrade MyChart?
A. The MyChart upgrade will allow patients to control even more of their health record, all in one place. Our goal is to ease your way with more convenient online scheduling and access to diagnostic images, among other improvements. If you access care in multiple locations, your doctors will also have better access to health information to assist in providing you with the best care.

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Q. What is changing in the new MyChart system?
A. Once you log in, you’ll see a new look. Your home page will highlight some of the new and improved features, including:
  • Convenient first-time access: Patients don’t need to come into the clinic to create a new MyChart account anymore. Sign up securely from your computer or mobile phone.
  • Make appointments, easier:
    • Save your FAVORITE appointments (type and provider) to skip steps when you schedule your next primary care visit.
    • Choose from a calendar of available appointments, sorted by day, in DIRECT SCHEDULING.
  • Keep everything in one place: When you receive care at PacMed, Swedish or any other Providence site, details from that visit will be noted in your single MyChart record.
  • View scans and documents: See most diagnostic images and other documents that have been scanned into your medical record.
  • Communicate your way: Choose what types of messages you want to receive from us—and how often.
  • Control your personal information: View and edit personal details and update your contact information—saving you valuable time when you phone or check in.
  • Pay bills in MyChart: View and resolve balances in the same place you manage your other medical information.
  • Get help with advance care planning: Make a plan for medical decisions to ensure you get the care you want, even if your family or doctor must make decisions for you.
  • Link your other health records: From the MyChart mobile app, use the HAPPY TOGETHER section to link available medical records from other health systems into one MyChart account. (This helps create a more comprehensive record of your overall health care, all in one place.)

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Q. I’ve seen reference to PSJH-WAMT. What is that?
A. PSJH-WAMT stands for Providence St. Joseph Health-Washington & Montana, one of the geographic regions in the Providence family of health care. PSJH-WAMT shares one system for electronic health records, which is separate from the Providence systems covering California, Oregon and Alaska.

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Q. I didn’t know PacMed was part of Swedish and Providence. How are they connected?
A. Over the past few years, both PacMed and Swedish affiliated with Providence St. Joseph Health, to bring the advantages of this strong health care network to patients throughout the greater Seattle and Puget Sound region. As part of this practice, PacMed and Swedish both have the freedom to continue delivering great care in the ways our patients have come to expect over the years, while gaining new resources for our patients and caregivers—such as access to care across the many states Providence serves, and improved technology such as this MyChart upgrade.

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Q. Didn’t you just upgrade MyChart recently? Why are you changing again so soon?
A. The two-step process has been part of the plan from the beginning. In 2017, patients saw the first change in MyChart as PacMed joined the Swedish electronic health records (EHR) system, known as Epic. This got us on the same page, enabling us to join the Providence Epic now in June of 2019.

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Q. How do I know my personal information is secure through the transition?
A. Rest assured: Your private health information is secure. Providence, Swedish and PacMed have been planning this integration for over two years—giving us time to make sure that every step of the process is secure according to guidelines set forth by HIPAA (the Health Insurance Portability and Accountability Act).

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Q. How will the MyChart upgrade affect my care at PacMed?
A. PacMed upgraded our Epic electronic health record system, which doctors use to enter, store and share information related to your medical history and ongoing care at any Swedish, PacMed or Providence location. This update means your providers may need additional time to adjust to the upgraded features and document your details for the next few weeks. We appreciate your patience and understanding as we learn the improved system.

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USING MYCHART

Q. Can I email my clinic physician through MyChart?
A. The message feature is for NON-URGENT messages only. For medical emergencies, dial 9-1-1.

MyChart allows secure messaging to a member of your clinic's healthcare team. Once you have a MyChart account, any physician who you see at one of the clinics who use the Epic electronic health record may be selected from a drop-down menu.

You will NOT be able to send messages to your hospital or emergency department care teams, unless the physician that cared for you in the hospital is also a physician you see in a clinic, such as an orthopedic or cardiac surgeon, or family medicine resident.

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Q. How will I know when new information is available in MyChart?
A. When you activate your personal MyChart account, you will be asked to provide an email address. Be sure to enter an email address where you can receive notifications about activity in MyChart. You can also choose to enter a phone number and opt-in for text message reminders.

As new medical information becomes available in your MyChart account, a notification will be sent to your email address or phone directing you to log in to your secure MyChart account for viewing.

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Q. When will I see information in MyChart?
A. Medical information from hospital stays and emergency department visits will begin to show up in your MyChart account 36 hours after discharge, if you already have a MyChart account. Depending on the type of test, it may take several weeks for the result to be posted in MyChart.

Medical information from clinic visits will begin to show up in MyChart 48 hours after your visit, if you already have a MyChart account. Depending on the type of test, it may take several weeks for the test to be processed and the result to be posted in MyChart.

Any tests done prior to setting up your MyChart account may not automatically show up in MyChart. If you want to see this information, please talk with your provider or care team about having it manually added to your MyChart account.

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Q. Will my clinic physician contact me through MyChart?
A. When your physician releases medical information into your MyChart account, a message may be included to help you better understand the significance of the information you receive. If you have sent your physician a message through MyChart, your health care team may reply with a message through your MyChart account.

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Q. Whom do I call if I have questions about test results I see in MyChart?
A. If you have questions about a test ordered by a PacMed provider, please send a message through MyChart or contact the clinic directly by phone or in person.

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Q. If some of my health information on MyChart is not correct, what should I do?
A. Your MyChart information comes directly from your Epic electronic health record. If you see information you in health record related to a visit to your doctor's office, please contact your doctor's office or discuss with him/her at your next clinic visit. You may also request an amendment to your PacMed record. Please visit our medical records page for more information.

If you don’t see any of your health information within MyChart, please call us to troubleshoot at the MyChart Helpdesk: (206) 320-4278 or 1 (877) 240-4474, Monday through Friday, 8 AM to 4:30 PM.

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Q. Can my spouse and I share one MyChart account?
A. No, due to federal privacy regulations, an individual's medical information must be secured in an individual account. Each adult must sign up for his/her own MyChart account.

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Q. From my MyChart account, can I ask questions regarding a family member?
A. No. Your MyChart account contains your personal medical information. When you send a message to your provider, the communication is added to your electronic health record. If you ask a question about a family member, it will appear in your health record and not your family member's health record, which could potentiallly jeopardize medical care.

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Q. Are there any fees for using MyChart?
A. Currently, there are no fees to use MyChart. Please refer to the MyChart Terms and Conditions within MyChart for additional information.

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Q. How is MyChart secure?
A. We take great care to ensure your health information is kept private and secure. Access to information is controlled through secure access codes, personal IDs, and passwords. Each person controls his/her 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.

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Q. Some of my health information is not showing up in MyChart. Why is that?
A. MyChart can access information from any doctors who use the Epic electronic health record system. In order for you to see your information from those doctors within your MyChart account, you need to add each organization you visit to your MyChart account.

The process of adding organizations is different depending on whether you access MyChart through the App or through a web browser.

To add an organization within the MyChart app:
Open the MyChart app. When you’re still logged out, look for the “My Organizations” button and search for your health organizations. For example, to add PacMed as an organization. Follow these steps:

iPhone App
  • Log out
  • Tap "My Organizations" button in upper left corner
  • Tap "+ Add Organization"
  • Search for and select “PacMed”
Android App
  • Log out
  • Tap the dropdown menu (three vertical dots) in the upper right corner
  • Tap "My Organizations"
  • Tap "Add Organization" button
  • Search for and select “PacMed”

When you see the PacMed logo, click on it to add us to the app and access your PacMed health information:


To add an organization through MyChart in a web browser:

Login to your MyChart account. From the home screen menu, click on “Profile” in the upper right and then “Manage My Accounts.”

Scroll down to the heading “Accounts” to see a list of participating organizations the system has automatically found for you. Click on “Link Account” and answer the questions, then click “Verify My Account.”

If you have trouble with this process, or do not see a health organization you expected, please contact the MyChart Helpdesk at (206) 320-4278 or 1 (877) 240-4474, Monday through Friday, 8 AM to 4:30 PM.


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Q. Whom do I call if I have additional questions?
A. If you have additional technical questions, please contact the MyChart Helpdesk at (206) 320-4278 or 1 (877) 240-4474, Monday through Friday, 8 AM to 4:30 PM.

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If you are calling from an external provider group or facility and would like to refer your patient to Pacific Medical Centers for care, please fax in your request and all applicable chart notes to our centralized referral team at 206-505-1445.

Premera Exchange Plans:

Washington State school district employees will have standardized medical benefit options starting 1/1/2020 through the School Employees Benefits Board (SEBB). Open enrollment is 10/1/19 – 11/15/2019 and SEBB members can choose coverage through 1 of 3 insurance companies: Kaiser Permanente, Regence Blue Shield UMP (Uniform Medical Plan), or Premera Blue Cross.

Please note that PacMed is out-of-network with the 2020 Premera SEBB plans. SEBB members who currently have the Premera plan and wish to continue their care with PacMed at an in-network level should select a UMP or Kaiser plan listed in the in-network list below.

PacMed and PH&S Affiliates will participate in the Heritage Signature and Lifewise Connect exchange products

  • Heritage Signature exchange plan - in network
    The Premera Heritage Signature exchange plan is offered to individuals who reside in all WA counties outside of King, Snohomish, and Pierce for the benefit year. PacMed facilities and providers are in-network for the Heritage Signature plan

  • Lifewise Connect exchange plan - in network
    The Premera Lifewise Connect exchange plan is offered in all WA counties outside of King, Snohomish, and Pierce for the benefit year. PacMed facilities and providers are in-network for the Lifewise Connect plan

  • Accountable Health System networks: PersonalCare Partner Systems and Personalized Care Alliance plans - out-of-network
    The Premera Accountable Health System plans are ACO narrow network exchange plans offered in King, Snohomish, and Pierce counties in calendar year. ACO members must select a primary care provider within the ACO network. In the calendar year, ACO members have no out-of-network benefits outside of the ACO unless members receive a referral from the ACO provider with whom they enrolled, to a non-ACO provider

    PacMed is not an in-network provider for Personal Care Partner Systems and Personalized Care Alliance (ACO) enrollees. However, individuals on these plans can seek care from PacMed facilities and providers at an in-network benefit level under the condition an authorized referral is received prior to service.

Non-Exchange Plans:

  • Heritage Prime exchange plan - out-of-network
    PacMed continues to remain out-of-network for all locations for the benefit year for the Premera Heritage Prime plan. Heritage Prime enrollees who seek care from out-of-network provider or facility may experience increased out-of-pocket expenses then if seeking care from a participating (in-network) provider or facility. If the individual Heritage Prime plan does not offer out-of network benefits, the enrollee will be responsible for incurred charges.

Premera Commercial Plans:

  • Premera Blue Cross, Commercial, Medicare Advantage, Lifewise
  • You may know PacMed joined with the Providence family of health facilities, including great partners like Swedish Medical Center. To help you access this full network, we are upgrading MyChart to bring all your health information together in one place.

    Whether you’re new to MyChart or have used it before, read on for how to access the new and powerful features MyChart brings to your fingertips.

    Why should I use MyChart?

    MyChart can save you time at the doctor’s office or on the phone, by letting you manage your health records, scheduling, and even conversations with your provider at your convenience from your computer or mobile device.

    Here are a few of the great things you can do from MyChart:

    • View your health record
    • Schedule appointments New
      • Save your FAVORITE appointments (type and provider) to skip steps when you schedule your next primary care visit.
      • Choose from a calendar of available appointments, sorted by day, in DIRECT SCHEDULING.
    • Request prescription renewals
    • Message your healthcare team
    • View and print your test results
    • View scans and documents: See most diagnostic images and other documents that have been scanned into your medical record. New
    • Communicate your way. Choose what types of messages you want to receive from us—and how often. New
    • Control your personal information. View and edit personal details and update your contact information—saving you valuable time when you phone or check in. New
    • Pay bills in MyChart. View and resolve balances in the same place you manage your other medical information.* New
    • Get help with advance care planning. Make a plan for medical decisions to ensure you get the care you want, even if your family or doctor must make decisions for you. New
    • Keep everything in one place. When you receive care at PacMed, Swedish or any other Providence site, details from that visit will be now noted in your single MyChart record. New
    • Link your other health records. From the MyChart mobile app, use the HAPPY TOGETHER section to link available medical records from other health systems, all in one place. New

    *A small number of patients, who carry balances from services provided before November 3, 2017, will need to continue logging onto the legacy system if they wish to access and pay off those older balances online OR please call 206.621.4392 or 1.888.774.9040

    How do I get to the new MyChart?

    You can access the new MyChart in two ways – either through a web browser, or through the MyChart App.

    Use a Web Browser

    From your mobile phone or computer, use a browser like Chrome, Safari, or Internet Explorer, and copy or type in this link: https://mychartwa.providence.org/mychart/


    You’ll see the logo above, telling you you’re at the right place.

    Note: This is a new website from the old MyChart. We recommend you bookmark this new site.

    Use the App

    New MyChart Users
    To install the app on your mobile phone or tablet, download the MyChart App from either the App Store or Google Play. Search for “MyChart” and download the app (from your device, you can click the logos below):

    App Store Google Play
    Apple App Logo Google App Logo

    Existing Users / Once you have the app:
    Open the app. When you’re still logged out, look for the “My Organizations” button and search for PacMed to add us:

    Apple phone/tablet
    • Log out
    • Tap "My Organizations" button in upper left corner
    • Tap "+ Add Organization"
    • Search for and select “PacMed”
    Android phone/tablet
    • Log out
    • Tap the dropdown menu (three vertical dots) in the upper right corner
    • Tap "My Organizations"
    • Tap "Add Organization" button
    • Search for and select “PacMed”

    Click on the PacMed logo to add us to the app and access your account:


    If you need to access the old MyChart (now known as “MyChart - Swedish Historical”) for any reason, please click here.

    How do I login?

    Existing Users

    If you’re an existing MyChart user with us, most likely you can log in as usual at the new MyChart. Try using the same username and password that you used in the old MyChart.

    • However, if someone has already claimed your username in the new system before you, you will have to create a new account.
    • If there is a problem, or to get help, you can call the MyChart Helpdesk at 206.320.4278 for assistance.

    New MyChart Users

    If you’re new to MyChart, you can now sign up easily online:

    • Just click “Sign Up Now.” Online sign-up involves providing a few answers to questions only you will know, drawn from your credit history. Your credit will not be affected by this process. Just click “Sign Up Now”
    • If you prefer not to answer those questions online, you can also request an access code at the front desk of any PacMed clinic, or by calling the MyChart helpdesk at 206.320.4278.

    Is it safe?

    MyChart comes with several security features to help keep your health information secure. Plus, you can do a few additional things to stay even more secure.

    MyChart Security Features:

    • Forced encrypted connection
    • 15-minute timeout after no activity
    • Required username and password.

    Also, we recommend these settings, which protect all the information on your phone:

    • Configure a screen lock using a pattern, PIN or password
    • Configure an inactivity lock of “immediately” or of three minutes or less
    • Enable local encryption.

    These few settings will help protect your information if your phone is lost or stolen.

    What else do I need to know?

    For password resets, creating a new account, logins that don’t work, how to link existing MyChart accounts, and navigation within MyChart, contact the MyChart Helpdesk at 206.320.4278. The MyChart helpdesk does not have access to billing.

    As part of this transition, on June 15, 2019, PacMed’s billing system will be upgraded too. Visit www.PacMed.org/billpay for more information.

    To talk to someone about questions regarding billing, payment plans, and multiple statements, call 206.621.4392 / 1.888.774.9040.

    Still have questions? Visit the MyChart FAQ page.

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    Do you have questions about your bill, how to pay your bill or about your insurance? Here is some information that patients often ask about. If you still have questions about your insurance, please call 206.621.4049. If you have questions about billing, call (206) 621-4392.

    Helpful Links

    Understanding insurance

    Insurance Coverage: Even if PacMed works with your insurance company, we may not be contracted with your specific insurance plan. It is important to check with your insurance company before your visit to ensure that you are aware of your financial responsibility for the services you are receiving.

    If you change or add an insurance policy, please let us know so that we may properly bill your insurance carrier.

    Copay: We have a contractual obligation (with your insurance company) to collect your copay at the time of service. Please remember to bring your copay to your appointment.

    Visit our insurance page for more helpful insurance information or call (206) 621-4049 with your questions.

    Self-pay discount

    If you do not have insurance and choose to self-pay at the time of service, you will be offered a discount. The self-pay discount cannot be applied to injectable drugs or serums, contact lenses or cosmetic procedures. If you have questions on whether or not your services qualify for discount, please contact Pacific Medical Center’s Patient Accounts Department at (206) 621-4392.

    Financial assistance

    PacMed also offers the option of a no-interest payment plan. Please contact our Patient Accounts Department at (206) 621-4392 for more information.

    Unpaid accounts: In the event you do not pay on your account or contact us about payment options, we may send your account to an outside collection agency. Please call us at (206) 621-4392 if you have questions about this process or need to discuss payment options.

    Tips for getting the most from your medical insurance

    To maximize your medical benefits, please contact your insurance company’s Customer Service department to verify your policy’s benefits prior to your medical visit. The phone number should be on your insurance ID card.

    Before calling your insurance company, prepare some questions. Some suggestions are:

    • Do I have an assigned primary care provider with my plan?
    • Do I have a deductible, coinsurance or copayment for [the health service you need]?
    • If PacMed does not contract with your plan: Do I have out-of-network benefits?

    Questions about whether PacMed accepts your insurance?

    You can visit http://www.PacMed.org/insurance to see accepted insurance, including Medicare or you can call our Insurance Verification department at (206) 621-4049.

    Pacific Medical Centers is a Designated Provider of US Family Health Plan, a TRICARE Prime® option, serving military retirees and active-duty family members. For more information, visit http://www.usfhpnw.org or call 1-800-585-5883.

    TRICARE is a registered trademark of the Department of Defense. Defense Health Agency. All rights reserved.

    We are pleased that you have selected Pacific Medical Centers (PacMed) to provide your health care. Our goal is to provide safe and effective care that meets your health-care objectives. In order to achieve this, we must work together.

    PacMed affirms the rights of its patients to obtain health care delivered with consideration and respect for the individual, and to participate in decisions involving their care. PacMed also affirms the responsibilities of its patients to communicate adequately with PacMed staff regarding their health status, questions or concerns, and to meet their obligations to PacMed as specified in the section, “Patient Responsibilities.”

    Patient Rights

    PacMed patients have the right to:

    Considerate, respectful medical care and services that are responsive to their needs.

    PacMed patients have the right to considerate, respectful care at all times and under all circumstances, with recognition of their personal dignity, regardless of race, creed, sex, sexual preference, national origin, or physical or visual impairment.

    PacMed patients can expect that staff will make every effort to respond to their requests for services, providing evaluation, services and/or referrals depending on the nature and urgency of their case.

    Privacy and confidentiality of their medical record.

    PacMed patients have the right, within the law, to privacy and confidentiality when receiving care, and thus, may expect that:

    • Individuals not directly involved in their care will not be present during examinations or interviews without the patient’s permission.
    • Any discussion or consultation involving their care will be conducted discreetly.
    • Their medical record will be read only by individuals directly involved in their treatment (or the monitoring of its quality), and by other individuals at the patient’s written authorization or that of the patient’s legal representative.
    • All communication and other records pertaining to their care, including the source of payment for treatment, will be treated as confidential.
    • Appropriate personal clothing and religious or other symbolic items may be worn, as long as they do not interfere with diagnostic procedures or treatment.
    • They will be interviewed and examined in surroundings designed to provide reasonable privacy. Patients may request a person of their own sex to be present during a physical examination, treatment or procedure performed by a health professional of the opposite sex. Patients need not remain disrobed any longer than required for accomplishing the medical purpose for disrobement.

    Choose his or her own health care provider and have personal access to that provider.

    PacMed patients will be encouraged to choose their primary care provider and to work with that provider as a partner in keeping themselves healthy.

    Patients will be told the identity and professional status of those providing their health care and who is primarily responsible for their care. PacMed patients should have personal access to their provider to the extent possible.

    Patients also have the right to know how certain medical training programs (e.g., medical residency programs) may affect their care and whether PacMed can provide the specific care needed if the patient does not wish health care professionals in training be involved in their care.

    All information about their care.

    PacMed patients have the right to all information contained in their medical record and to complete and current information about their care in understandable terms. This includes information about their condition, the outlook for their recovery (to the extent known) and recommended treatment.

    Full disclosure of information is not always practical in an emergency situation, and in unusual cases, a physician may determine that full disclosure would cause harm; in this situation, a responsible family member or guardian will be informed, if possible.

    Information about PacMed, its controlling authorities, its licensing and its relationships with other health care providers and organizations.

    Obtain a second opinion with respect to their diagnosis and treatment.

    PacMed patients have the right to obtain second opinions about their diagnosis and/or treatment from other health care professionals, recognizing that they may personally be responsible for the expense of these consultations.

    Use of a language interpreter, if necessary.

    PacMed patients who do not speak or understand English have the right to access an interpreter.

    Participate in and consent to all decisions involving their medical care, including formulating advance directives.

    PacMed patients have the right to participate in decisions involving their health care. PacMed providers will give a clear, concise explanation of the patient’s condition and of proposed treatment procedures, anticipated results, risk of mortality or serious side effects, significant alternatives to the proposed treatment and problems related to recuperation. Except in unusual circumstances, patients should not be subjected to any procedure without their consent or that of their legal representative. If a patient is unable to participate in such decisions, discussion will be held with family members or others responsible for the patient’s care.

    Adult PacMed patients have the right to receive assistance in formulating advance directives (living will, durable powers of attorney or similar documents), which give direction about future medical care or designate another person (or persons) to make medical decisions if the patient should lose decision-making capacity. Patients have the right to involve their physicians in formulating advance directives and the right to know any circumstances in which advance directives cannot be implemented. (See Patient Self-Determination Policy, MEDSRVCS-9.)

    Refusal of treatment.

    PacMed patients may refuse treatment to the extent permitted by law. Patients can expect to be informed of the probable consequences of their decision if they refuse, and they may be asked to sign a release. Patients should be informed of other possible sources of care.

    If a patient’s refusal of treatment prevents the provision of appropriate care in accordance with professional standards, the relationship between the patient and PacMed may be subject to termination.

    Information regarding their transfer to another facility for treatment.

    PacMed patients may not be transferred to another facility unless they have received a complete explanation of the need for the transfer and unless the transfer is acceptable to the other facility.

    Patients have the right to be given clear and understandable instructions for receiving their care at home.

    Information regarding the charges for services received.

    Regardless of the source of payment for their care, PacMed patients have the right to request and receive an explanation of the charges for services rendered to them by PacMed.

    Patients may request counseling from PacMed staff on obtaining financial assistance for services rendered.

    Communicate with the appropriate PacMed staff in order to resolve a question or concern about PacMed or their care.

    Refuse participation in research projects or procedures.

    PacMed patients have the right to information on any special medical studies or research projects that may involve their health care and may always refuse to participate in such activity.

    Access to the facility regardless of physical or visual impairment.

    PacMed patients who are physically or visually impaired have the right to access all PacMed facilities and to receive assistance when needed to insure access. PacMed patients will be informed of any policies, which they are expected to follow, regarding: parking, smoking, valuables, visitors, noise, billing, etc.


    Patient Responsibilities

    PacMed patients must assume the responsibilities below in order to ensure that they receive the best possible care and service at PacMed.

    Provision of information

    PacMed patients should provide, to the best of their knowledge, accurate and complete information about present complaints, past illnesses, hospitalization, medications and other matters relating to their health. Patients are responsible for reporting unexpected changes in their condition to their provider.

    Patients should make every effort to clarify whether they understand their medical treatment and what is expected of them, and to ask questions and state concerns.

    Compliance with instructions

    PacMed patients are responsible for following the recommended treatment plan. If unable to do so, they should consult their provider so that the problem can be resolved.

    Appointments

    PacMed patients are responsible for keeping their appointments and for notifying PacMed at least 24 hours in advance when they will be unable to keep an appointment. Patients may be dismissed for repeated no shows.

    Refusal of treatment

    PacMed patients are responsible for the consequences if they refuse treatment or if they do not follow their provider’s instructions.

    Financial charges

    PacMed patients are responsible for meeting the financial obligations of their care as promptly as possible in accordance with their signed Financial Agreement and any payment arrangements made with PacMed. PacMed patients should seek financial counseling, if needed, to meet their payment obligations.

    PacMed rules and regulations

    PacMed patients are responsible for following PacMed rules and regulations affecting patient care and conduct.

    Respect and consideration for other patients and staff

    Patients at PacMed are responsible for being considerate and respectful of the rights and property of other patients and PacMed personnel.


    For questions or comments, please contact our corporate office at 206-621-4466. Our hours of operation are 9:00am to 5:00pm Monday through Friday.

    Your Guide to the Affordable Care Act (ACA) and Health Insurance Exchange - Prepared by PacMed


    We are supplying this information to help you learn about the Affordable Care Act, Health Insurance Exchange and how PacMed fits into these initiatives.

    To begin, the following two definitions, provided by the Health Insurance Exchange, will be useful as you navigate the ACA.

    Affordable Care Act
    Provides health insurance that will expand coverage, increase insurance company accountability, lower healthcare costs, guarantee more choice for users and enhance the quality of care for all.

    Health Insurance Exchange
    Is an online health-insurance marketplace where individuals, families and small businesses can learn about their health coverage options: compare plans costs, benefits and other features; choose a plan; and enroll in coverage. The exchange also provides information on programs that help people with low to moderate income and resources to pay for coverage.

    Since the impact of the ACA is different for each person, we encourage patients to read materials sent to them from their insurance companies to better understand how they will be affected by these changes.

    For individuals who currently purchase their own health insurance: you will receive a letter from your current insurance company. It will inform you that your health plan will change and you will need to select a new health plan. Knowing your rights and options will help you get the best plan to meet your needs.

    Note: All insurance companies selling individual health plans are replacing their current plans with new ones that have new consumer protections. Insurance companies are required to provide policyholders with a 90-day notice that outlines their options. These options include:

    • Buying a new plan from a different health insurer either directly or through the healthcare exchange: www.WAhealthplanfinder.org or 1-855-WAFINDER (1-855-923-4633)
    • Buying a new plan from your current health insurer, either directly or through the healthcare exchange: www.WAhealthplanfinder.org or 1-855-WAFINDER (1-855-923-4633)

    If you’ve received a notice from your insurer about picking a new plan and you do not take action, your insurer will automatically move you to the plan that most closely resembles what you have today. This new plan could cost more, but it’s not your only option. Click here for a list of plans that PacMed contracts with.

    Where can I get more information?
    The best resources are the state’s Office of the Insurance Commissioner at www.insurance.wa.gov and the Washington Health Benefit Exchange’s Healthplanfinder at www.WAhealthplanfinder.org or 1-855-WAFINDER (1-855-923-4633).

    The insurance plans accepted by PacMed can be found here.

    If you have questions about insurance accepted by PacMed, please call 206.621.4049.

    FAQs (Frequently Asked Questions)

    Q: Where do I go if I have an emergency?
    A: Please call 911 or your local emergency number.

    Q: How do I confirm my appointment?
    A: Please call us at 1-888-4PACMED.

    Q: What should I bring with to my appointment?
    A: Please visit our Preparing for Your Visit page.

    Q: How do I request a copy of my medical records?
    A: Please visit our Medical Records page.

    Q: What’s the best way to get my prescription refilled?
    A: Please contact your pharmacy first and they can contact the doctor for you and help take care of any needed paperwork.

    Q: How do I find a primary care physician?
    A: Please visit our Physician Search page.

    Q: What insurance do you accept?
    A: Please visit our Insurance Accepted page.

    Q: Do you need insurance coverage?
    A: If you need help finding insurance coverage for yourself or loved ones, please visit Washington Healthplanfinder.

    Q: Who do I call with billing and payment or financial questions?
    A: Please call (206) 621-4392

    Q: How do I send a message to my doctor?
    A: If you need to get a message to your doctor you can use your MyChart account. If you do not have an account, please call 1-888-4PACMED. Please note that in order to protect your privacy and security, we currently do not accept email messages from patients.

    Q: I'm confused about the new billing statement - can you help?
    A: Yes, please visit our Sample Statement page.

    Q: Can I pay my bill online?
    A: Yes, please visit our Online Bill Pay page.

    Q: Where can I find my physician's office or specialty center?
    A: Please visit our Center Locations page for directions and hours.

    Q: One of my family members doesn't speak English, do any of your physicians speak other languages?
    A: Yes, Pacific Medical Center offers many options for patients with language barriers; please visit our Physician Search page where you can search by the additional language(s) spoken. (All doctors speak English.) We can also provide interpreters for many languages; please request an interpreter when you call for your appointment.

    Q: I’m a USFHP member and I have a question. Who should I contact?
    A: Please call our Member Services team 206-621-4090.

    Q: What type of services do you offer?
    A: Please visit our What We Do page for more information on all of our specialties.

    Q: How can I apply for a position with PacMed?
    A: Please visit our Work With Us page for more information on available jobs.

    Q: Will my medical information be private?
    A: Yes. We are committed to protecting the private health information of our patients. For a brief summary of how we handle your health information, please visit our Privacy Policy page.

    Q: Are you (or someone you know) a victim of a crime?
    A: We have resources that can help.

    Q: I am an external provider group/facility, how do I refer a patient to PacMed?
    A: Please fax in your request and all applicable chart notes to our centralized referral team at 206-505-1445.

    Q: I have a question about MyChart. Where do I find answers?
    A: Please look for your answer on our MyChart page or the separate FAQ for MyChart.

    HOLIDAYS 2019:

    Pacific Medical Centers is closed on these days for holidays in 2019:

    • New Year’s Day - Tuesday, January 1, 2019
    • Memorial Day - Monday, May 27, 2019
    • Independence Day - Thursday, July 4, 2019
    • Labor Day - Monday, September 2, 2019
    • Thanksgiving Day - Thursday, November 28, 2019
    • Day after Thanksgiving - Friday, November 29, 2019
    • Christmas Day - Wednesday, December 25, 2019

    If you can't find your answer here please Contact Us.

    You may receive two different statements from PacMed, originating from our different billing systems before and after June 15, 2019.

    Services prior to June 15, 2019 Services June 15, 2019 & after
    Older statements Newer statements
    Old Patient Invoice New Patient Invoice

    Click images to view larger.

    To understand more about these billing changes, how to pay past balances and more, please visit our Billing page.

    *Balances incurred before June 15 will continue to arrive on older statements, until they are resolved. These older amounts will not be reflected in the balance shown on newer statements after June 15.

    If you have any questions or concerns, please contact us at (206) 621-4392.

    *A small number of patients, who carry balances from services provided before November 3, 2017, will need to continue logging onto the legacy system if they wish to access and pay off those older balances online OR please call 206.621.4392 or 1.888.774.9040

    MyChart: Easy, Fast Access to Your Medical Records!

    You can access, view and download copies of your medical record directly through MyChart, using your computer or phone at no cost to you. We upgraded our MyChart in June of 2019. Get started: read how to access the new MyChart account.

    Log On to MyChart Now!


    Your Medical Record

    You have the right to receive a copy of your health information that we maintain, with some limited exceptions. You have the right to request that your health information be sent to any person or entity. Our Health Information Management department can help you obtain a copy of your medical record.

    To Request Copies of Your Records from Another Clinic or Doctor be Sent to PacMed

    Coordinate with your PacMed doctor regarding which of your former records maintained at outside facilities are desired. Please contact the clinic or doctor where you received your care to coordinate the request for the release of information directly to PacMed.


    To Request Copies of Your PacMed Record
    Please fill out this form:
    Patient Access to Release Medical Records

    Be sure to clearly identify the patient, the recipient of the records (if different than the patient) and the address to send the records.
    Fax, mail or email your completed form:
    Pacific Medical Centers
    Attn: Health Information Management
    1200 12th Ave S
    Seattle, WA 98144
    Fax: 206.621.4039
    Email: .(JavaScript must be enabled to view this email address)

    If you have any other questions or concerns, you can contact us at 206.621.4150 or write us at the address above. Please include your full name, date of birth, and a contact phone number.

    In some instances, charges may apply.

    Processing Time: Please allow up to 15 business days to process your request.


    To Share Feedback or Discuss Your PacMed Record

    If you have feedback to share or want to discuss your medical record, please contact the PacMed Health Information Management (HIM) team at 206.621.4150 or .(JavaScript must be enabled to view this email address).


    To Request an Amendment to Your PacMed Record
    Please fill out this form:
    Amendment to Medical Record

    You may write a letter or complete this form to request a correction to your Protected Health Information that was originated or created by a physician. You must make the request in writing and provide a reason supporting the request. The request must include the patient’s signature and date of birth.


    Submit your request by mail, email or fax, or in person:

    You can mail, email or fax the request directly to our Health Information Management (HIM) department. You may also drop it off at any PacMed clinic and ask our staff to interoffice your request to HIM.

    Pacific Medical Centers
    Attn: Health Information Management
    1200 12th Ave S
    Seattle, WA 98144
    Fax: 206.621.4039
    Email: .(JavaScript must be enabled to view this email address)

    If you have any other questions or concerns, you can contact us at 206.621.4150 or write us at the address above. Please include your full name, date of birth, and a contact phone number.



    Pacific Medical Centers is committed to making it simple for our valued patients to receive the care they need by offering a full range of primary and specialty services and accepting most major insurance plans.

    We accept the following health insurance plans. If you are calling for a Behavioral Health appointment, please check with your insurance carrier for benefits and a listing of their participating network providers. Always check your coverage with your insurance carrier if you have questions.

    2019 Exchange Plans

    • Kaiser Foundation Health Plan of WA (specialty only with authorization)
    • Molina Marketplace - Exchange
    • Premera Lifewise Plans

    2019 Medicare Advantage at PacMed

    • Aetna Medicare Advantage PPO & HMO
    • AARP Medicare Complete insured through UnitedHealthcare®
    • Community HealthFirst MA Plan (King County Only) - In-Network for DERMATOLOGY ONLY
    • Humana Health Plan, Inc. - Contracted Medicare Advantage Special Needs Plan for King and Pierce Counties
    • Humana Insurance Company (not available in Pierce county)
    • Kaiser Medicare Advantage (specialty only with authorization)
    • Premera Blue Cross Medicare Advantage
    • Providence Health Assurance
    • Regence BlueShield (excludes Regence BlueAdvantage HMO)
    • United Healthcare - Contracted Medicare Advantage Special Needs Plan for King, Snohomish, and Pierce Counties

    All Other 2019 Accepted Insurance Plans

Do you need insurance coverage?

If you need help finding insurance coverage for yourself or loved ones, please visit Washington Healthplanfinder.

Questions? Please call 206.621.4049.


Are you an external provider group of facility looking to refer your patient to PacMed?

Please fax in your request and all applicable chart notes to our centralized referral team at 206-505-1445.


Tips for saving time and getting the most from your medical insurance

We’ve put together some helpful tips to save you time and help you get the most out of your medical insurance. As with everything, good communication is the key to working well with insurance companies. Because policies vary, it’s important to contact your insurance company directly to confirm how your plan will pay charges for services and to keep records of the conversations.

Prior to calling your insurance company, ask your provider:

  • Is this a routine exam (i.e. an annual exam or physical)?

When you call your insurance company, have a set of questions ready to ask. Some suggestions are:

  • Do I have benefit coverage for (insert service name)?
  • Is a referral or preauthorization necessary to have this service?
  • If yes, your primary care provider must initiate the referral or preauthorization.
  • Do I have a deductible?
  • Following my deductible, how much will I owe?
  • How much am I responsible for paying following the insurance coverage?

To maximize your health insurance benefits, please contact your insurance company's Customer Service department for policy and benefit verification. The Customer Service phone number should be located on the back of your health insurance ID card.

Please check with your insurance carrier for information on required referrals and authorizations and co-payments.

Please bring your insurance card to every appointment.

Questions about the Affordable Healthcare Act? You can find more information here.

If you are unable to pay your full statement balance, please contact the Pacific Medical Centers Patient Accounts department at 206.621.4392 to discuss payment options.

Regular visits to your doctor are an essential part of staying healthy. So plan ahead and bring the following items with you to assist with your check-in on the day of the appointment:

  • Insurance card
  • Photo ID
  • Co-pay (for your convenience we accept Visa, MasterCard, and Discover)
  • X-rays
  • Labs
  • Make a list of all of your medications, including herbal and naturopathic preparations or bring them with you.
  • Arrive 20 minutes early to park

Write down how you've been feeling and all of your questions, no matter how insignificant they may seem:

  • Have you been feeling unusually tired?
  • Are you sleeping more than usual?
  • Have you been gaining weight or losing weight?

All states of being are important to consider. Your questions and input provide valuable information for your doctor to determine your proper care.

We recognize that things come up that may prevent you from keeping your scheduled appointment. To best accommodate these situations, we request that you call your provider's office immediately once you are aware you will be unable to keep your appointment so that other arrangements may be made. Failure to cancel your scheduled appointment will result in a charge. The cancellation times are as follows:

Primary Care
Please call to cancel at least 24 hours before the scheduled appointment time.

Specialty Clinic
Please call to cancel at least 24 hours before the scheduled appointment time.

Ambulatory Surgical Center (ASC)
Please call to cancel at least 72 hours before the scheduled appointment time.

Behavioral Health/Physical Therapy/Nutrition
Please call to cancel at least 24 hours before the scheduled appointment time.