FREQUENTLY ASKED QUESTIONS
For expanded answers, refer to the policies you read and signed at the start of care.
I can’t sign onto the Portal, or I forgot my password.
The Portal locks for 15 minutes after 5 unsuccessful attempts to log in. You can try again in 15 minutes or change your password. If you’re trying to join an appointment, please email, text or call your provider. For more help, see the User Guide or call Valant support at 888-282-8085.
How do I schedule, cancel, or reschedule an appointment?
Use the Patient Portal, email office@kellyyan.net or call 971-300-4254.
What if I miss an appointment?
Cancellations with at least 48 business (not counting weekends and holidays) hours’ notice incur no fee. The first missed appointment or late cancellation is free. After that, the fee for a standard follow-up is $150, more for other types of appointments. Fees must be paid before rescheduling.
How do contact my provider?
The preferred method of communication is email, either standard email or through the Patient Portal. The Portal is secure, but email is not HIPAA-compliant and privacy cannot be guaranteed. Your email may not be read outside of standard business hours. If a clinical issue cannot be addressed in a couple of sentences, an appointment may be necessary. You may also call the clinic.
How do I contact my provider in a crisis?
We may not be able to respond to phone calls or emails immediately, even during business hours. In a crisis, call 911 or 988 (national suicide hotline) or your county’s crisis hotline. If you are hospitalized, please contact your provider ASAP so we can follow up and coordinate care.
How do I pay my bill?
You can view your balance and pay your bill in the Patient Portal, by calling the office, or by mailing a check made out to Kelly Yan PMHNP. You can also use Auto Pay to pay automatically by credit card.
Can you write me a letter or fill out a form?
Please talk to your provider. Some types of forms or letters can be accommodated, either free of charge or with a nominal fee.
MEDICATION FAQ
What if I have an adverse reaction to a medication?
If side effects are mild, wait and see if they improve. Many side effects get better or go away after a few days or weeks. If they are not tolerable, contact your provider. If you have a serious reaction, go to the emergency room, and contact your provider.
How do I request a medication refill?
We try to make sure you have enough refills to get to your next appointment. Call your pharmacy at least 5 days before you run out of medication. The pharmacy may have refills or orders on hold. If not, the staff can send us an electronic request for refills (you may have to ask them to do so). Many pharmacies offer automatic refills, text reminders or other helpful aids. Email or call us if there are issues.
The pharmacy says I have no refills on my controlled medication.
When requesting a controlled medication, such as a stimulant, ask for “the prescription you have on hold” rather than a “refill” because these medications by law cannot be “refilled.” Controlled medications cannot be picked up earlier than 28 days from the last fill date. Email or call us if there are issues.
Can I get my refills early?
Early refills may be allowed before travel or because extreme weather is forecasted. Let your provider know as soon as possible. Insurance companies typically approve early refills in these cases.
What if I run out of my medication?
It may be unsafe or uncomfortable to run out of some medications. Contact your pharmacy or provider as soon as possible for a refill. Under “Kevin’s Law,” Oregon and some other states give pharmacists the discretion to dispense a 72-hour supply of some medications (not controlled medications).
I’m traveling and I forgot or ran out of my medication.
Medications cannot be prescribed to pharmacies outside of Oregon. Call your Oregon pharmacy and ask if it can transfer your prescription to a local pharmacy. Rules about prescription transfers vary from state to state. By law, controlled medications cannot be transferred. “Kevin’s Law” (see above) may apply.
What if I lose my medication?
If your prescription is not a controlled medication, your provider may authorize an early refill. Insurance companies do not typically cover lost medications so you may have to pay out-of-pocket. Controlled medications such stimulants and benzodiazepines cannot be filled early. It’s your responsibility to keep these medications secure so they are not lost or stolen.
What if my medication is on back-order?
If your medication is out of stock at your pharmacy, ask the staff to transfer your prescription to another pharmacy. You may have to find that other pharmacy yourself by calling around. Prescriptions for stimulants cannot be transferred. For stimulants, email or call your provider when you find a pharmacy with your medication in stock, and a new order will be sent. When there is a widespread shortage of a medication, pharmacies may put you on a waiting list.
Why does my medication look different?
Generic medications are made by different manufacturers, and your pharmacy may have received stock from a different company. The active ingredient is the same, but inactive ingredients, size, shape, and color may be different. You may notice a small variation in effect or side effects with the change, but these variations often resolve quickly.
What if I want to stop or restart a medication?
Medications must be taken as prescribed. Some medications are unsafe or uncomfortable to stop abruptly. If you would like to stop or change the dose of a medication, contact your provider first. If you would like to restart a medication, contact your provider first before taking any pills from a previous prescription. Some medications must be started at certain doses, and there’s a risk the old medication may interact poorly with the medications you are currently taking.
What is a prior authorization (PA)?
A prior authorization, also known as a pre-authorization, is sometimes required by your insurance company for medications that are not part of its covered medications list (known as a formulary). If your provider orders a prescription that requires a PA, your pharmacy will get a denial from your insurance company. Ideally, the pharmacy would start the PA electronically or would notify your provider to do so, but they may not unless you ask them to. Please notify your provider about the need for a PA. Approved PAs typically expire in a year. Please keep track of when your PA will expire and contact your provider and pharmacy to start the process. PAs can take up to 10 days. Denied PAs can be appealed. If denied, you and your provider might consider alternative treatments.
How can I change my pharmacy?
Tell your provider by email, phone or in a session. Except for stimulant medications, pharmacies can transfer prescriptions to another in-state pharmacy, but it’s best for your provider to have the correct pharmacy on file.
How can I save money on medications?
• Make sure your pharmacy is in-network with your insurance.
• Review your medication coverage. You may be able to save money with adjustments such as getting 90-day supplies.
• In some cases, a prescription discount program such as GoodRx or paying out of pocket may be a better deal than using insurance.
• By default, generic formulations will be prescribed unless they are not available or not clinically appropriate. If you are taking a brand-name medication, consider switching to generic to save money.
• Some insurance companies cover different formulations or dosages differently. For example, capsules may be more expensive than tablets, or the other way around. Sometimes your provider can change prescriptions to give you the more affordable option.
• It might be worthwhile to shop around different pharmacies to compare prices, especially if you are paying out-of-pocket or have a deductible on medications.