Welcome to Mint Health

We’re honored you’ve chosen us to be your navigators in health.

By becoming a member, you’ve invested in a healthcare model designed around you—one that prioritizes meaningful relationships, time, and access. Your membership allows us to provide the care we know you deserve, where we can truly know you, respond quickly when you have questions or concerns, and spend the time needed to address your health thoughtfully.

We believe excellent primary care is built on trust.  Our member-supported model creates that foundation, while insurance billing ensures accountability, evidence-based decision-making, and transparency. The result is the best of both worlds: high-quality medical care with genuine personal attention.

This guide will help you understand how to make the most of your membership and navigate care with our team.

Patient Code of Conduct

▶

At Mint Health, we are committed to providing high-quality, personalized primary care in a safe, respectful, and inclusive environment. Our concierge model is built on trust, partnership, and mutual respect between patients and our care team.

Our Expectations

We expect patients to communicate and behave respectfully toward clinicians, staff, and other patients at all times. If a concern or dissatisfaction arises, we encourage patients to share feedback through appropriate channels. Our team is committed to listening carefully and, whenever possible, working collaboratively to resolve concerns.

Unacceptable Behavior

Words or actions that are disrespectful, discriminatory, hostile, or harassing are not tolerated and may result in dismissal from the practice. This includes, but is not limited to:

  • Offensive or derogatory comments related to race, ethnicity, accent, religion, gender, sexual orientation, disability, or other personal characteristics
  • Refusal of care from a clinician or staff member based on these personal characteristics
  • Verbal abuse, threats, intimidation, or physical assault
  • Sexual, vulgar, or inappropriate language or behavior
  • Disruptive conduct that interferes with the care, safety, or experience of others

Dismissal from the Practice

If a patient is dismissed for violation of this Code of Conduct, they will be notified in writing and provided 30 days to transition care to another healthcare provider. During this transition period, the practice may provide care for urgent or acute medical needs only.

How to Make an Appointment

▶

As a member, you have enhanced access to your care team and greater scheduling flexibility.

  • Same-day or next-day appointments are available for acute concerns; please call or text if you need to be seen quickly, these will not appear online.
  • Routine visits can be scheduled online or by contacting our office by phone or text 802-882-6468
  • Telehealth visits: Not everything requires an in person visit and you can always start here. Best for lab results, mental health, medication renewal or a snowstorm!

If you're unsure whether an appointment is needed, reach out—we're happy to help guide you, just give us a call.

Sign Up for the Portal

▶

Sign Up for the Portal

This is how we send documents, results, medical questions and education materials. We kindly ask that you sign up before your first appointment.

Registering for a New Account

1. Log in to your email account and look for the most recent Passport invitation email. It is from the email domain "elationpassport.com" with one of the following subject lines:

  • Invitation to Elation Passport - Your Secure Patient Portal
  • [Doctor's Name] has a secure message for you

2. Open the email and click "Click here to Register for Passport" and a new page will open up.

3. If your email is text based, copy and paste the long URL that you see at the center of the email body into your web browser.

4. Click the link to the 2-minute video for a visual walkthrough of the registration process if needed.

5. Enter a unique password twice.

6. Enter your 7-digit Passport Invitation Code. This code is typically texted to the cell phone number in your chart. If your doctor's office gave you an instruction sheet, you can also find the code there.

7. Review the terms of service and then check "I agree to Elation's Terms of Service" if you agree to the terms.

8. Specify your relationship to the account:

  • I am the patient: Check this box if the Passport account is for you.
  • I am the legal representative of the patient: Check this box if the account is for your child, a family member, or anyone else under your care.

9. Click Submit to complete registration.

10. You will then be taken to your Passport account.

After successfully registering for your Passport account, you will receive an email confirming your registration. This email also provides you with instructions on how to access your Passport account again in the future.

For more help, visit: Elation Patient Portal Guide

After Hours

▶

We're here to support your urgent needs after hours. You can reach us by phone or text at 802-882-6468.

  • By phone, select option 1
  • By text, you'll receive an automatic text back. If you reply 1, we'll get a text notification to ensure we respond quickly.

Cancellation Policy

▶

At Mint Health, we reserve dedicated time for each patient to ensure you receive the personalized care you deserve. When appointments are cancelled without adequate notice, it prevents us from serving other patients who need care.

Our Policy

  • We require at least 48 hours notice for appointment cancellations or rescheduling
  • We understand that emergencies and unexpected situations arise like severe illness or severe weather that prevent you from making your appointment

Late Cancellations and No-Shows

After three late cancellations or no-shows within a 12-month period, we may need to:

  • Require a refundable deposit for future appointments of $100, or
  • Ask you to seek primary care services elsewhere

A late cancellation or no-show includes:

  • Cancelling with less than 48 hours notice for reason within your control
  • Not showing up for a scheduled appointment

Alternative Option

If you're unable to come to the office but can still meet virtually, we're happy to convert your in-person appointment to a virtual visit. This does not count toward the cancellation policy. Just let us know as soon as possible.

How to Cancel or Convert to Virtual

Call or text: (802) 882-6468

How to Communicate With Us

▶

We strive to respond promptly and thoughtfully, recognizing that timely communication is a key part of high-quality care.

Important: If you have a concern that you think may need antibiotics, please call for an appointment. We do not send antibiotics without an assessment first.

Use our secure patient portal when you have:

  • Non urgent medical questions or follow-up concerns
  • We will bill your insurance for questions that require 10+ minutes of medical decision making
  • Clarification about treatment plans
  • Guidance on whether symptoms require an in-person visit

Please call or text the office when:

  • You need to cancel or reschedule an appointment within 24 hours
  • You have a more urgent follow up or prescription need
  • You are unsure whether you should come in due to acute illness
  • You are unsure whether you need to go to the emergency department

After Hours Guide

  • Please call or text requesting a call back if you have an urgent need after business hours. We will always have an on call provider checking messages.
  • Urgent symptoms such as chest pain, shortness of breath, high fever, seizure, stroke symptoms such as facial asymmetry, speech difficulty, or muscle weakness, require immediate call to 911 or ED visit. DO NOT WAIT FOR A CALLBACK.

How to Get Labs

▶

If your provider recommends laboratory testing:

  • They will review which labs are needed, why they're important, and where to complete them.
  • We partner with Labcorp to offer reduced self pay rates for those without insurance or with high deductible plans. We will provide cost quotes when applicable.
  • Labs may be drawn in-office or at an external lab facility.
  • Results will be accessible to you via our patient portal upon review.
  • We recommend scheduling a Telehealth results visit to ensure thorough review.

Never hesitate to ask questions about your labs—we want you to understand your health information.

How to Request Medication Refills

▶

Before requesting a refill, please review the following:

1. Check for existing refills

Many prescriptions are written for up to one year (e.g., 30 days with refills or 90 days with refills). Insurance determines how much can be dispensed. Please check your pill bottle—if refills remain, contact your pharmacy directly to request them.

2. Time since last visit

If it has been more than a year since your last visit, an appointment is required to renew your prescription. If needed, we can provide a short-term supply to prevent gaps in medication. If you were recently seen for this condition, we will renew your medication.

3. Changing pharmacies

  • Same pharmacy chain: ask the new location to transfer your prescription.
  • Different pharmacy chain: notify us of the new pharmacy, and we will send remaining refills.

Please note: DEA regulations do not allow controlled substances to be prescribed out of state.

To request medication refills:

  • Submit requests through the patient portal or contact our office directly.
  • Please allow adequate notice before running out of medication.

Understanding Your Insurance

▶

Basics

In general, health insurance only provides benefits for problem visits (e.g. when you have pain or other issues that are your primary concern), which is why our Comprehensive Membership includes additional preventative wellness visits that go beyond what insurance covers.

Preventative Visits

Every insurance plan provides an annual zero-cost wellness physical. For women, this annual physical is the only time we have to cover gynecological wellness and screeners.

The other main visit type that is considered "preventative" is contraceptive management.

Other preventative services that may be billed alongside a problem visit include:

  • Preventative counseling on diet, exercise or other lifestyle interventions for obesity and STDs
  • Depression and anxiety screening
  • Smoking, alcohol and substance use screening and counseling

Preventative Visits that are Not Covered

  • Physicals required by school or work (outside of the annual physical)
  • Return-to-play evaluations are considered "problem visits" and not physicals
  • Preventative-only visits outside of the annual physical

Insurance - Problem Visits

▶

Anything else that is billed to insurance must fall under the category of a "problem visit" in order to be covered. This means you're sick, have pain, or have a medical issue you need to discuss with your provider.

Note: If a significant problem comes up during an annual physical (e.g. you have knee pain that requires an exam), we are required to bill for both the problem (knee pain) plus the physical. For patients with high deductible plans, this means you may be responsible for the additional work-up.

Strategies for High Deductible Plans

▶

We realize the healthcare system is broken and that many of us are fully responsible for both paying premiums for high deductible plans as well as the costs associated with office visits. Here are a few strategies to make the most of your healthcare spending:

Use Your Annual Wellness Visit

Either to establish care or to check-in with us once per year when you have no other issues. It's completely free to you and ensures we have time to review standard lab screeners and wellness strategies.

Call or Text Us for Urgent Issues

For medical emergencies, call 911.

When trying to figure out whether you need to go to Urgent Care outside of our office hours, call or text us and use the 'Urgent' feature. We'll do our best to get back to you in 20 minutes or less. In most cases, we can let you know if it can wait or if you should get medical attention quickly. If you don't hear back from us in 20 minutes, go ahead and go to Urgent Care.

Choose Self-Pay for Labs

We've negotiated rates with LabCorp, our preferred lab service for 50-75% off what insurance typically charges patients for labs. We've passed the savings on to our patients because it's just the right thing to do. If you ever need labs, be sure to ask whether there's a self-pay option.

Select a section to view details

Patient Code of Conduct

At Mint Health, we are committed to providing high-quality, personalized primary care in a safe, respectful, and inclusive environment. Our concierge model is built on trust, partnership, and mutual respect between patients and our care team.

Our Expectations

We expect patients to communicate and behave respectfully toward clinicians, staff, and other patients at all times. If a concern or dissatisfaction arises, we encourage patients to share feedback through appropriate channels. Our team is committed to listening carefully and, whenever possible, working collaboratively to resolve concerns.

Unacceptable Behavior

Words or actions that are disrespectful, discriminatory, hostile, or harassing are not tolerated and may result in dismissal from the practice. This includes, but is not limited to:

  • Offensive or derogatory comments related to race, ethnicity, accent, religion, gender, sexual orientation, disability, or other personal characteristics
  • Refusal of care from a clinician or staff member based on these personal characteristics
  • Verbal abuse, threats, intimidation, or physical assault
  • Sexual, vulgar, or inappropriate language or behavior
  • Disruptive conduct that interferes with the care, safety, or experience of others

Dismissal from the Practice

If a patient is dismissed for violation of this Code of Conduct, they will be notified in writing and provided 30 days to transition care to another healthcare provider. During this transition period, the practice may provide care for urgent or acute medical needs only.

How to Make an Appointment

As a member, you have enhanced access to your care team and greater scheduling flexibility.

  • Same-day or next-day appointments are available for acute concerns; please call or text if you need to be seen quickly, these will not appear online.
  • Routine visits can be scheduled online or by contacting our office by phone or text 802-882-6468
  • Telehealth visits: Not everything requires an in person visit and you can always start here. Best for lab results, mental health, medication renewal or a snowstorm!

If you're unsure whether an appointment is needed, reach out—we're happy to help guide you, just give us a call.

Sign Up for the Portal

This is how we send documents, results, medical questions and education materials. We kindly ask that you sign up before your first appointment.

Registering for a New Account

1. Log in to your email account and look for the most recent Passport invitation email. It is from the email domain "elationpassport.com" with one of the following subject lines:

  • Invitation to Elation Passport - Your Secure Patient Portal
  • [Doctor's Name] has a secure message for you

2. Open the email and click "Click here to Register for Passport" and a new page will open up.

3. If your email is text based, copy and paste the long URL that you see at the center of the email body into your web browser.

4. Click the link to the 2-minute video for a visual walkthrough of the registration process if needed.

5. Enter a unique password twice.

6. Enter your 7-digit Passport Invitation Code. This code is typically texted to the cell phone number in your chart. If your doctor's office gave you an instruction sheet, you can also find the code there.

7. Review the terms of service and then check "I agree to Elation's Terms of Service" if you agree to the terms.

8. Specify your relationship to the account:

  • I am the patient: Check this box if the Passport account is for you.
  • I am the legal representative of the patient: Check this box if the account is for your child, a family member, or anyone else under your care.

9. Click Submit to complete registration.

10. You will then be taken to your Passport account.

After successfully registering for your Passport account, you will receive an email confirming your registration. This email also provides you with instructions on how to access your Passport account again in the future.

For more help, visit: Elation Patient Portal Guide

After Hours

We're here to support your urgent needs after hours. You can reach us by phone or text at 802-882-6468.

  • By phone, select option 1
  • By text, you'll receive an automatic text back. If you reply 1, we'll get a text notification to ensure we respond quickly.

Cancellation Policy

At Mint Health, we reserve dedicated time for each patient to ensure you receive the personalized care you deserve. When appointments are cancelled without adequate notice, it prevents us from serving other patients who need care.

Our Policy

  • We require at least 48 hours notice for appointment cancellations or rescheduling
  • We understand that emergencies and unexpected situations arise like severe illness or severe weather that prevent you from making your appointment

Late Cancellations and No-Shows

After three late cancellations or no-shows within a 12-month period, we may need to:

  • Require a refundable deposit for future appointments of $100, or
  • Ask you to seek primary care services elsewhere

A late cancellation or no-show includes:

  • Cancelling with less than 48 hours notice for reason within your control
  • Not showing up for a scheduled appointment

Alternative Option

If you're unable to come to the office but can still meet virtually, we're happy to convert your in-person appointment to a virtual visit. This does not count toward the cancellation policy. Just let us know as soon as possible.

How to Cancel or Convert to Virtual

Please contact us as soon as you know you need to make a change:

Call or text: (802) 882-6468

How to Communicate With Us

We strive to respond promptly and thoughtfully, recognizing that timely communication is a key part of high-quality care.

Important: If you have a concern that you think may need antibiotics, please call for an appointment. We do not send antibiotics without an assessment first.

Use our secure patient portal when you have:

  • Non urgent medical questions or follow-up concerns
  • We will bill your insurance for questions that require 10+ minutes of medical decision making
  • Clarification about treatment plans
  • Guidance on whether symptoms require an in-person visit

Please call or text the office when:

  • You need to cancel or reschedule an appointment within 24 hours
  • You have a more urgent follow up or prescription need
  • You are unsure whether you should come in due to acute illness
  • You are unsure whether you need to go to the emergency department

After Hours Guide

  • Please call or text requesting a call back if you have an urgent need after business hours. We will always have an on call provider checking messages.
  • Urgent symptoms such as chest pain, shortness of breath, high fever, seizure, stroke symptoms such as facial asymmetry, speech difficulty, or muscle weakness, require immediate call to 911 or ED visit. DO NOT WAIT FOR A CALLBACK.

How to Get Labs

If your provider recommends laboratory testing:

  • They will review which labs are needed, why they're important, and where to complete them.
  • We partner with Labcorp to offer reduced self pay rates for those without insurance or with high deductible plans. We will provide cost quotes when applicable.
  • Labs may be drawn in-office or at an external lab facility.
  • Results will be accessible to you via our patient portal upon review.
  • We recommend scheduling a Telehealth results visit to ensure thorough review.

Never hesitate to ask questions about your labs—we want you to understand your health information.

How to Request Medication Refills

Before requesting a refill, please review the following:

1. Check for existing refills

Many prescriptions are written for up to one year (e.g., 30 days with refills or 90 days with refills). Insurance determines how much can be dispensed. Please check your pill bottle—if refills remain, contact your pharmacy directly to request them.

2. Time since last visit

If it has been more than a year since your last visit, an appointment is required to renew your prescription. If needed, we can provide a short-term supply to prevent gaps in medication. If you were recently seen for this condition, we will renew your medication.

3. Changing pharmacies

  • Same pharmacy chain: ask the new location to transfer your prescription.
  • Different pharmacy chain: notify us of the new pharmacy, and we will send remaining refills.

Please note: DEA regulations do not allow controlled substances to be prescribed out of state.

To request medication refills:

  • Submit requests through the patient portal or contact our office directly.
  • Please allow adequate notice before running out of medication.

Understanding Your Insurance

Basics

In general, health insurance only provides benefits for problem visits (e.g. when you have pain or other issues that are your primary concern), which is why our Comprehensive Membership includes additional preventative wellness visits that go beyond what insurance covers.


Preventative Visits

Every insurance plan provides an annual zero-cost wellness physical. For women, this annual physical is the only time we have to cover gynecological wellness and screeners.

The other main visit type that is considered "preventative" is contraceptive management.

Other preventative services that may be billed alongside a problem visit include:

  • Preventative counseling on diet, exercise or other lifestyle interventions for obesity and STDs
  • Depression and anxiety screening
  • Smoking, alcohol and substance use screening and counseling

Preventative Visits that are Not Covered

  • Physicals required by school or work (outside of the annual physical)
  • Return-to-play evaluations are considered "problem visits" and not physicals
  • Preventative-only visits outside of the annual physical

Insurance - Problem Visits

Anything else that is billed to insurance must fall under the category of a "problem visit" in order to be covered. This means you're sick, have pain, or have a medical issue you need to discuss with your provider.

Note: If a significant problem comes up during an annual physical (e.g. you have knee pain that requires an exam), we are required to bill for both the problem (knee pain) plus the physical. For patients with high deductible plans, this means you may be responsible for the additional work-up.

Strategies for High Deductible Plans

We realize the healthcare system is broken and that many of us are fully responsible for both paying premiums for high deductible plans as well as the costs associated with office visits. Here are a few strategies to make the most of your healthcare spending:


1. Use Your Annual Wellness Visit

Either to establish care or to check-in with us once per year when you have no other issues. It's completely free to you and ensures we have time to review standard lab screeners and wellness strategies.


2. Call or Text Us for Urgent Issues

For medical emergencies, call 911.

When trying to figure out whether you need to go to Urgent Care outside of our office hours, call or text us and use the 'Urgent' feature. We'll do our best to get back to you in 20 minutes or less. In most cases, we can let you know if it can wait or if you should get medical attention quickly. If you don't hear back from us in 20 minutes, go ahead and go to Urgent Care.


3. Choose Self-Pay for Labs

We've negotiated rates with LabCorp, our preferred lab service for 50-75% off what insurance typically charges patients for labs. We've passed the savings on to our patients because it's just the right thing to do. If you ever need labs, be sure to ask whether there's a self-pay option.