Frequently Asked Questions

MOBILE APP

Do I need an account to use the app?

You don’t need an existing account to use the mobile app. When you open the app for the first time, you’ll be asked to enter some basic information that will be used to create your profile. You’ll receive an email with instructions on how to access your account and have live visits

What is a Group/Service Key?

Your employer or health plan may give you a code to enter when you enroll. This code may give you special pricing or provider services. If you didn’t receive a code, just leave this field blank.

The app said it found an existing account; what does that mean?

Based on the information you entered, we may have found an account that looks similar to yours. This can happen if you’ve already enrolled online, or if your employer or health plan pre-enrolled you in the service. To use this account, select the option to email yourself a pairing code, which will automatically link the app to your account.

Why do you need to know my state?

Your state is used to match you up with physicians who are licensed in that area. If you travel and find yourself in a new state, please update your location in the Settings area, so that we may continue to show you appropriate providers.

Why am I required to enter my phone number?

If your visit is interrupted for any reason, the provider can use this number to call you back and finish your conversation. He or she may also want to follow up with you after your visit.

What does the Message button do?

If you’d prefer to send the provider a secure message (it’s like an email, but HIPAA-compliant), you can do so by tapping the Message button in the provider’s profile. You can attach a photo to this message, which may be helpful for certain conditions (e.g., skin rashes, cuts and bruises). Please note that secure messages may not be read immediately, and should not be used when seeking treatment from the provider.

Is the app available on all devices?

The mobile app is available on most iOS and Android devices. Below is a complete list. Have questions or technical issues? Call 1‑844‑321‑WELL (9355) for help!

Supported Devices

VirtualHealthNow Mobile App FAQs
VirtualHealthNow.com
iPhone
iPhone 4S
iPhone 5
iPhone 5C
iPhone 5S
iPhone 6
iPhone 6 Plus
iPad iPad 2nd, 3rd, 4th & 5th generation (iPad Air)
iPad Mini
iPod Touch 5th generation
Android Phone
Any phone running Gingerbread v2.3.3 or above*
Android Tablet
Any tablet running Gingerbread v2.3.3 or above*
*Some devices (e.g., Samsung Galaxy S2, Samsung Note 10.1, Pantech P9070) are not supported at this time.

VIRTUAL MEDICAL VISITS

What can I expect from an online visit?

Doctor visits on VirtualHealthNow are pretty much like traditional doctor visits. Most last about 10 minutes, but providers will spend more time with you if you need it. Your provider will review your history and talk with you about the reason for your visit. Most of the time your provider will be able to provide a diagnosis and treatment plan during your visit, and can even prescribe medication if necessary.

When should I use VirtualHealthNow?

While it can’t take the place of your family doctor, this service can be a great alternative to traditional doctor’s office or urgent care visits. The following situations are perfect examples of when you might use VirtualHealthNow:

• Your regular doctor’s office is closed or can’t see you for a few days and you don’t want to go to an urgent care center or hospital emergency room
• You’d like a diagnosis and treatment for a common health concern (like a cold, cough, allergies, the flu, pinkeye, rashes, etc.)
• You think seeing a doctor would be a good idea but you can’t fit it into your schedule.
• You’d like a second opinion

Can I have a visit for my child?

Yes! To have a visit for your child, create your own profile first. Once you’ve selected a doctor, you’ll be asked who the visit is for. There, you can enter your child’s information for the visit.

Can I see my regular doctor through VirtualHealthNow?

It depends on whether your regular doctor is a VirtualHealthNow participant. If not, you will be able to choose from a list a qualified, participating providers. In some instances, you might log in and see providers who are part of your local hospital’s larger network of health care professionals.

Where is VirtualHealthNow available?

VirtualHealthNow is available in most states. Please note that you will only have access to providers who are licensed in the state in which you are physically located at the time of service. Prescription regulations may differ by state. See our telehealth availability map for more information.

PAYMENT AND HEALTH INSURANCE

How much does a visit cost?

Visits are $39 or $49, depending on your location.

What types of payment are accepted?

We require a credit/debit card for payment at the time of the visit, and payment is made prior to the visit start. Payments are secure and your credit card information is not stored.

Will I be charged if I can’t complete my visit?

If your visit is disconnected before completion for any reason, you will not be charged. If you’ve had a visit and believe you were charged incorrectly, please contact us.

Does my health insurance cover my visit?

We do not currently accept health insurance for payment or co‑payment.

PRESCRIPTIONS

How will I get my prescription?

If a prescription is necessary, you can choose to have your provider send it electronically to your most convenient, available pharmacy. You will be given the option to select your nearest pharmacy before you begin your visit.

What medications can VirtualHealthNow providers prescribe?

VirtualHealthNow providers can prescribe most common medications. Our providers only provide a prescription in accordance with state laws and when medically appropriate.

Prescriptions for controlled medications (including narcotic pain medications, benzodiazepines, etc.) cannot and will not be billed. Please contact your prescribing provider for refills.

PRIVACY AND SECURITY

Is my personal health information secure?

Your privacy and the security of your health information are of the utmost importance to us. Just as it is with a traditional doctor’s visit, your information will be guarded and we will never share any of your information with anyone you do not designate.

Have questions or technical issues? Call 1‑844‑321‑WELL (9355) for help!