FAQS

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  • Our Practice and Appointments
  • Patient Portal
  • Billing & Insurance
  • Helping You Determine Out-of-Pocket Costs
Our Practice and Appointments
Do you have same day appointments?

All of our providers offer same day appointments. Call our office directly to make an appointment. 

What can I expect at my appointment?

Please plan to arrive 15-20 minutes prior to your scheduled appointment time to allow for the registration process. Once registration is complete, a team member will escort you to the exam room for vitals, review your medication list and update any health information we have.
 
During your time at our practice, the team will be available to answer your questions, helping you better understand your needs and providing you any educational materials specific to your health plan. If you have any concerns about your health, please talk with us. We’re happy to work with you to determine the best way to treat your needs.
 

If I am late to my appointment, will I need to reschedule?

We try to accommodate our patients as best as we can. If you think you might be late to your appointment, please call us ahead of time. We may be able to adjust the schedule to avoid having to reschedule your appointment. If you do not call us ahead of time and are more than fifteen (15) minutes late, we may need to reschedule your appointment. 
 

What is the difference between the “wellness exam” and physical with Medicare patients?

A wellness exam is designed to help prevent disease and disability based on your current health risk factors. 

During a preventative exam, a review of your medical and social history will be done, along with an overview of preventative services such as a simple vision test and potential risk for depression. 
 

I need my prescription refilled. How can I get that done?

You can request a refill through your patient portal or by contacting your pharmacy. They will notify us electronically. We handle these requests Monday thru Friday from 8:30 a.m. to 4:30 p.m. Please allow up to 48 hours for us to process your request.

I need to talk to a provider after hours. Are they available?

To reach our clinical team after hours, please call our office. All calls are handled by our answering services and the on-call provider. they will be able to assist you with medical advice and treatment. 

I had a lab test done. How soon will I hear back?

Please give us 7-10 days from the date the test was performed for results.

I need a copy of my medical records. How can I access my records?

If you need a copy of your medical records for another treating Physician, we will forward a copy directly to their office upon their request. Medical record requests for personal use will require a request through the portal or a signed “Authorization for release of health information pursuant to HIPAA” form and this can be found under "Patient Paperwork" or at our office.

What is Patient Centered Medical Home?

The PCMH model is an approach to providing care which strengthens the physician-patient relationship by replacing episodic care with coordinated care and a long-term healthcare relationship. The PCMH model seeks to foster a relationship of trust between the healthcare team and the patient, and to actively engage patients as partners in their healthcare.

What is the Patient Advisory Council?

The Advisory Council is comprised of existing patients within the practice who help the office administration review areas in which we can improve and offer suggestions to do so. These patients represent the enter patient population at the practice. If you are interested in knowing more, please contact our office.

What is the Quality Improvement Committee?

Our Quality Improvement Committee uses information from our Patient Advisory Council and other resources to measure and implement change while continually tracking to assure that changes are making a positive impact.

What do I need for my appointment.

We ask that you bring the following items:

  • Photo ID
  • Insurance Card and Prescription Medication cards
  • Medication List
  • Credit card, checkbook, or cash for payments due at the time of service

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Are you accepting new patients?

Yes, we are! Need an appointment? Call our office directly. 

Patient Portal
What is the Patient Portal?

Saratoga Hospital Medical Group’s Patient Portal is a secure website that allows access to your medical information. Through this Patient Portal,you have real-time access to your medications, labs, and upcoming appointments. You will also be able to view and cancel appointments, request refills, and send non-urgent messages your provider.

How do I access the Portal?

You can contact your Provider’s office and they will provide an activation code for you by phone or mail.  Once you have that code:

Please enter your name and date of birth exactly as it appears at the top of the letter, if one was sent to you, including any suffixes.  If any of the information is incorrect, you will be able to make changes once your portal account has been activated.

Can I get a login for my child?

Yes. You can become an “Authorized Representative,” if your child is under the age of 18. Please use your child’s own account to communicate about concerns related to them as messages become part of their chart.

Can I give permission for someone else to view my medical information, such as a spouse or my adult child?

You can designate someone to be an “Authorized Representative.”  Please contact the Provider office to supply the contact information for your representative. They will generate and send a letter to them. Your representative will then create a portal account to view your health information

If you are the Authorized Representative:

  1. Click to go to the Malta Patient Portal site.
  2. Once on the portal login page, click on the link Activate Account.   
  3. Fill out some basic personal information
  4. Create a login name and password.

Even though you are representing a patient, you will need to enter YOUR personal information when activating the account. The name and date of birth you will need to enter during the activation stage appears at the top of the letter.

I already have a login for the hospital, can I use that?

The information in the Patient Portal comes from the electronic health record (EHR) that the medical providers use to document your care and health information.  Since the hospital and the providers each use an EHR specifically designed to meet the requirements of that setting, the Patient Portals are not the same.

Will I be able to see medical information from all my Providers in this one portal?

Most of the providers for Saratoga Hospital Medical Group share the same Medent portal.  If you already have a login, you will not need a new one.  Some Providers may use an electronic health record (EHR) unique to their setting and will not share this same Portal.  If you have questions about the information that is provided in your portal, please contact our office and we’ll be happy to discuss this with you.   

What if I forgot my password?

If you forgot your password, click the “Forgot Password?” link and a temporary password will be emailed to you at the email address on file.

What if I forgot my login name?

If you forgot your login name, contact the office and they can share your login name with you or mail you a letter.

What if I lost my initial letter and/or activation code?

If you lost your letter/activation code, contact the office and they can tell you your activation code or mail you another letter.

How can I change my password?

You can change your password from the “Edit Profile” link on the top right, once signed in.

What if I have questions or trouble accessing my account?

If you have trouble accessing your account, call our office and someone will be able to help you.

Where does all of my health information come from?

Your health information comes from your discussions and appointments with your provider who will formulate a diagnosis.

Will I be able to view my test results in the portal?

You will be able to view your results in the Chart section of the Patient Portal from tests ordered by your provider. Please allow 7-10 business days from the date the test was performed for your provider to receive and review results.

How can I request a medication refill?

You can request a medication refill in the Medication section by selecting the medication and clicking on the “Request a refill” button. You can also verify and update your “Pharmacy Info.” We handle these requests Monday thru Friday during business hours. Please allow 2 business days for us to process your request.

What if some of the information in the portal is incorrect or incomplete?

You can update your demographic information in the Account Info section on the Patient Portal.  You can update some of your Past Medical History, including Health Maintenance, Family and Social History in the History section.  You can update your Pharmacy information in the Medication section.  You can also send a message requesting updated to other information.

What if I have an emergency and need to contact my Provider?

This web based patient portal is to be used for NON-URGENT issues only, and all messages become part of your permanent medical record; communications should only be about you and your medical care. For urgent health care issues please contact your provider's office. We offer same day appointments for established patients. After hours, an on call provider will return your call to assist you with medical advice and treatment. By contacting your primary care team first, you may be able avoid the need to visit urgent care or the emergency room. If you are having a medical emergency, please call 911.

Billing & Insurance
For questions on my bill, who do I contact?

We suggest reaching out to Strategic Solutions at 518-348-1276.

What billing is done through Saratoga Hospital?

We partner with Strategic Solutions, a medical billing company, to handle your billing needs. Strategic Solutions handles billing for office visits, professional component for hospital visits, diagnostic testing and procedures performed by our providers at Saratoga Hospital. All lab testing and imaging is handled by Saratoga Hospital.
 

Why is there a professional piece and facility piece to my bill?

Saratoga Hospital is an Article 28 facility, which means Medicare and Medicaid require that we split the bill. Centers for Medicare & Medicaid Services (CMS) regulations require that a hospital bill is split with a portion of the total charges to a technical intermediary (the facility) and the other portion of charges is billed to a professional intermediary.
 

Do you accept my insurance plan?

We accept a long list of insurance plans which can be viewed here.

How much will I owe at my appointment?

We collect copayments, deductibles, account balances and payments for other costs not covered by insurance at the time of service. 

What form of payments do you accept at the practice?

We accept VISA, MasterCard, Discover and American Express. For your convenience, payment can be made by check, cash, money order or debit card. Payments may also be made online. 
 

How much will my co-pay be for a visit?

Co-pays and deductibles vary with insurance plans. Contact your insurance company directly for this information. We can also help in determining the cost at the time of your visit.
 

What if I don’t have insurance?

We make financial aid available to all low-income, uninsured, or underinsured individuals who qualify for help with their healthcare bills. For more information on our financial assistance program, including an application, click here.

Helping You Determine Out-of-Pocket Costs
Can I get prices in advance for the services I will receive at Saratoga Hospital?


At Saratoga Hospital, we are committed to providing you with the information you need to make the best possible decisions about your care. That includes information on the cost of certain services and what you might expect to pay in out-of-pocket expenses.

It’s important to note that no two patients—and no two procedures—are exactly alike. For example, performing surgery on a young, healthy patient tends to be simpler and less expensive than performing a similar procedure on a patient with several chronic health conditions.

Therefore, we believe it is not helpful to provide lists of services and standard charges. Instead, we invite you to contact us at (518) 886-5075 so we can discuss your particular situation. In addition, we provide answers to some of patients’ most frequent questions, below.
 
We will work with you to provide an estimate based on your situation and the procedure your doctor has recommended. Please bear in mind that we typically cannot do this for emergency medical services because they are not scheduled in advance.  For planned procedures, it’s important to remember that the actual cost could vary depending on your circumstances and what happens during your procedure. For example, your doctor may decide that you need additional testing or services. Or you might have a condition, such as obesity or diabetes that affects both your medical needs and treatment costs.

How does Saratoga Hospital set prices?

Prices are based on many factors, including the cost for staff, equipment, facilities, medications, and other supplies; the amount of time involved; and information provided by the federal Centers for Medicare and Medicaid Services, which oversees Medicare and Medicaid. Some costs—such as fees for your surgeon, anesthesiologist, or radiologist—may be billed separately. Please contact these doctors’ offices directly for estimates for their costs.
 

If I have health insurance, how much will I owe?

 Insurance coverage differs from plan to plan, so it’s best to ask your insurance provider. You may need to supply a “procedure code,” which you can get from your doctor’s office.
 

What will my co-pay and deductible be?

That depends on your insurance plan. Please contact them directly for this information.
 

Does Saratoga Hospital accept my insurance?

We accept most insurance and health plans, including Medicare and Medicaid. The best way to find out if your plan is included is to call your insurance provider.

Why did I receive several bills for services provided at Saratoga Hospital facilities?

At most hospitals, specialty care is usually billed separately. This practice results in separate bills for services, commonly referred to as surprise bills.  If, for example, you have surgery, the charges for your anesthesia services most likely will not be billed by the hospital. Instead, they will come from your anesthesiologist.

We believe it’s important for patients to have as much information as possible about our charges and our billing procedures.  Please review our list of physician practices that provide services at Saratoga Hospital. These include our employed physicians and other members of our medical staff.  Depending on the type of care you need, you/your insurance company could receive a bill from one or more of these practices.
 
 

What if I can’t afford my share of the cost?

We make financial aid available to all low-income, uninsured, or underinsured individuals who qualify for help with their Hospital bills. For more information on our financial assistance program, including an application, click here.
 
 

What if I don’t have insurance?

We have specially trained navigators who will help you compare and sign up for low-cost, quality health insurance plans through NY State of Health: The Official Health Plan Marketplace. Our navigators can also help you determine if you qualify for financial assistance to lower your costs even more.
 

Where can I get more information?

Contact us at (518) 886-5075 and we’ll be happy to answer your questions.
 

HOURS

Monday – Friday:
8:00 a.m. to 5:00 p.m.

Extended hours available by appointment at Primary Care Scotia-Glenville:
Saturday:
8:30 a.m. to 11:00 a.m.

PHONE

518-289-2718
Fax: 518-399-6428

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