Patient Messaging Workflow

Patient messages are now billable with Digital Evaluation and Management CPT codes:

Online digital evaluation and management service, for an established patient, for up to seven days, cumulative time during the seven days.

Physical Therapist:

  • 97970 – 5 to 10 minutes
  • 97971 – 11 to 20 minutes
  • 97972 – 21 or more minutes

All Other Providers:

  • 99421 – 5 to 10 minutes
  • 99422 – 11 to 20 minutes
  • 99423 – 21 or more minutes

The seven-day period starts with the health professional’s review of the patient-initiated inquiry.​ 

Recommended Messaging Workflow:

  1. The office receives a patient message, and the message is routed through the office based on the Messaging Category selected by the patient. 
  2. If necessary, create a follow-up item or new office communication from directly within the message.
  3. Providers can quickly access their messages and assigned follow-up items directly from the home dashboard within the "Items Requiring My Attention" section.
  4. When replying to the patient, click the + to add a new billing-related task. Select the task, enter a duration, comment, and click send.
  5. The billing-related tasks and duration will be recorded in the "Time Tracking" tab within the message. Optional: Click "Add Time Tracking" to add billing-related tasks separate from the patient message.
  6. The billing code will be generated in the billing report based on the cumulative time during those seven days.


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