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Frequently Asked Questions

  • How do I contact you?
    If this is an emergency please Call 911 for medical emergencies Call 988 for mental health emergencies For non-urgent questions give us a call at 971-231-4536 Monday-Friday 9:00am-5:00pm. You can also reach out via the Charm Portal 24/7 and we will get back to you as soon as possible during our office hours. If you have an urgent health issue and require immediate assistance or advice during office hours please call 971-231-4536. For urgent concerns outside-of-office hours please call the on-call provider at 971-438-6112. For a life-threatening emergency, always call 911 immediately. There may be rare times when a member of the HLC Team will not be able to return your urgent call promptly and what was an urgent situation becomes an emergency situation. In these cases, please don’t delay in seeking emergency care or calling 911.
  • Can I email you?
    Yes: If you have general questions about the clinic, need assistance signing up for a membership, or are interested in renting the studio or pagoda please email No: If you have a medical question, comment, or concern - communicate these through the secure Charm portal. Why is this? Email is not entirely secure and therefore we cannot ensure that information sent via email will not be unintentionally shared with third parties. You have the right to the protection of your sensitive health information from being disclosed without your consent or knowledge through HIPAA. This is one of many rights that you have as a patient- Patient’s Rights and Responsibilities.
  • Policies for contacting providers outside of appointment times with health related questions
    For follow up medical questions after an appointment: Charm Portal messaging is the best way to securely reach providers with clarifying questions or follow up after an appointment. ​ New or existing health concerns + questions: If you have a new health concern please request an appointment to the HLC team via the Charm portal or call (971) 231-4536 to set up an appointment. Please do not message providers regarding appointment scheduling. All questions regarding appointment scheduling should be directed to HLC Team either through the Charm portal or via a phone call during clinic business hours. ​ Urgent health concerns + questions: For urgent concerns outside-of-office hours please call the on-call provider at 971-438-6112. For a life-threatening emergency, always call 911 immediately. There may be rare times when a member of the HLC Team will not be able to return your urgent call promptly and what was an urgent situation becomes an emergent situation. In these cases, please don’t delay in seeking emergent care or calling 911.
  • Does HLC accept insurance?
    We do! For more information on insurance please see our page "Cost of Service." Next Step for Members: Please let Maya or Addie know your insurance information (bring your insurance card) when you come in for your next appointment, or call us to see if HLC services can be covered in-network or out-of-network.
  • What if I have insurance? Will it cover anything?
    We will collect insurance information to send with lab and imaging orders, prescriptions, and referrals. Labs, imaging centers, pharmacies and specialists will then bill your insurance directly. We can also provide a Superbill. Superbills can be submitted to your insurance company for all appointments and services that you receive at HLC. Depending on your individual insurance plan you may be reimbursed for some or all of your payment to HLC. ***Please note, insurance companies may not always cover your labs / imaging. Please review your policy or speak with the front desk if you have any questions.
  • Why doesn't my Oregon Health Plan cover all services?
    Please visit the Oregon Health Plan website to view all benefits. Some of HLC's services such as complementary medicine, holistic nutrition, or more frequent appointments may not be covered. Please contact OHP to verify. However, you may still access any and all HLC services but may have to pay a sliding scale per service.
  • Can I use my HSA or FSA card to pay for services or memberships?
    Yes, you can use your FSA/HSA to pay for appointments.
  • Are masks required?
    In accordance with Oregon Health Authority, Healthy Living Community is lifting its mask requirements effective April 5th, 2023 in the clinic. The CDC and OHA continue to strongly recommend that individuals who are immunocompromised or live with those who are immunocompromised continue to wear masks. We support those who may choose to wear a mask and will continue to keep masks available throughout the clinic. If you would like your providers and our staff to mask during your visit, please let HLC know when scheduling your appointment or when you arrive and we will be happy to do so. You will be sent the “Preventative Screening for Viral Upper Respiratory Infections” questionnaire after scheduling any in person appointment where you will be asked about your masking preference and your current symptoms. You must wear a mask for an in person appointment if: If you are experiencing a fever or chills AND cough or shortness of breath/difficulty breathing OR new loss of taste or smell. Schedule a virtual visit if: You tested positive for COVID-19 in the past 10 days You are currently awaiting results from a COVID-19 test due to reasonable suspicion You have been diagnosed with COVID-19 by a licensed healthcare provider (for example, a doctor, nurse, pharmacist, or other) in the past 10 days You have been told that you are suspected to have COVID-19 by a licensed healthcare provider in the past 10 days
  • Are Providers vaccinated?
    Yes. All Providers at HLC are vaccinated and boosted in accordance with Oregon state COVID-19 guidelines.
  • What are other ways HLC supports members to prevent, manage, and recover from COVID-19?
    Telemedicine visits with our providers Outdoor visits in our open-air pavilion Testing for acute COVID-19 symptoms Book an appointment to discuss: The benefits and risks of vaccination Acute and long-haul symptoms
  • Prescription Refill Policy
    HLC participates with electronic prescribing directly to your pharmacy after your medical appointment. Our goal is to assist our members with their prescriptions in an efficient and timely manner. Prescription refills require close monitoring to ensure safety and effectiveness. Our providers prescribe medications with refills that are intended to last until our team would like to see you for a follow up visit. This ensures that necessary labs are done and symptoms are consistently tracked. Refill guidelines If possible, schedule your follow up appointment at the end of your medical visit. If your long term medication is down to zero refills, call to schedule a follow up appointment to see your provider. Members can request an appointment through the calendar page of the Charm Portal or by calling HLC at 971-231-4536. Please do not reach out to providers individually regarding prescription refills. Please account for 48 business hours between your appointment request and the time you need to fill your prescription. It is important to keep your scheduled medical appointments to ensure that you receive timely refills. Repeated no shows and/or cancellations will result in a denial of refills. If you feel that your medication needs to be adjusted or changed for any reason, please contact us immediately. It is important to note that some medications may require a prior authorization. This process may involve several steps by both your pharmacy and your provider depending upon your insurance. As a result, it could take several days, weeks, or longer to receive the medication if it has been approved by your insurance plan. Prescriptions for controlled substances such as narcotics, ADD medications and sleep aids, require an office visit. Our providers participate in the Oregon Prescription Drug Monitoring Program. The intention behind this policy is to ensure consistency and efficiency of care and reduce stress and anxiety for our members, providers, and staff. Please send a message to the HLC Team if you have any questions or would like clarification.
  • What should I do if I can't make an appointment?
    Cancel your appointment by calling or sending a portal message at least 24 hours prior to your appointment if you need to cancel. This will allow time for the slot to be filled by another patient. We intentionally schedule longer appointment times to allow members to spend more time with their medical providers. If you miss your appointment without canceling 24 hours ahead of time (“no show”), you will be charged a sliding scale $50 cancellation/no show fee.This will need to be paid before you may schedule another appointment. Special exemptions are made for our members with CareOregon, in accordance with state law. You will not be charged this fee if you have CareOregon. First occurence: If you “no show”, or cancel with less than 24 hours notice, you will be required to provide a credit card number in order to schedule another appointment. On the second occurence of a “no show” or less than 24 hour cancellation, the missed appointment fee will automatically be collected on a sliding scale.
  • How do I pay for appointments?
    If you have insurance, please let the front desk know and we can help bill for your cost of care. We can explore billing in-network or out-of-network. If you are uninsured, or if your insurance is not accepted, you will be billed for your appointment based on our sliding-scale model. If you are unable to pay your bill in full, you may utilize our sliding fee structure. If you are not using insurance and are unable to pay the sliding fee, please speak with our front desk before your appointment to discuss your options.
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