Frequently Asked Questions

Virtual urgent care is a platform—accessible by a web browser on your desktop/laptop/tablet/mobile device—which provides you with a secure way to connect with a provider of your choice. Virtual urgent care replaces alternative third-party applications with one seamless option to connect virtually with a provider. Virtual urgent care gives you the means to select a provider and connect directly for a private consultation through a video visit or phone-only connection. The platform puts the choice of care in your hands; allowing you to pick your provider, your means of connection, and the time and place that is convenient for you.

Each Virginia Mason Franciscan Virtual Urgent Care visit costs a flat fee of $59, always. There are no hidden fees or added charges. At the beginning of your virtual visit, the provider determines whether your health concern is appropriate for virtual urgent care. If your situation is quickly determined to be inappropriate for virtual urgent care, you will not be charged for the visit.

Virtual visits are not available to those covered under a federal insurance program such as Medicare, Medicare Advantage, Medicaid or Tricare, unless you are specifically set up by your insurance plan administrator.

In some instances, virtual urgent care can save you a trip to your family provider. Virtual visits should not replace a relationship with a primary care provider (PCP). If you don't have a PCP, we can help you find one.

After every virtual visit, the Virginia Mason Franciscan Virtual Urgent Care provider will write a personalized visit summary that outlines the visit, treatment recommendations and outcomes which you can chose to share with your primary care provider at the close of the visit. This visit summary is accessible at any time from your Virginia Mason Franciscan Virtual Urgent Care account page. This visit summary will also be electronically delivered to your Franciscan Medical Group primary care provider.

Commonly prescribed medications include:

• Allergy medications
• Anti-nausea medications
• Skin creams or ointments
• Antibiotics, if indicated*

*We are committed to providing you the highest quality medical care. The virtual providers follow national healthcare guidelines for prescribing antibiotics. Antibiotics are only warranted in specific cases and can have side effects such as diarrhea, rash, or serious allergic reactions. Our providers only prescribe them when clinically appropriate.

Virginia Mason Franciscan Virtual Urgent Care providers will not prescribe or refill controlled medications such as:

• Narcotics (i.e. Oxycodone, Vicodin, Percocet, Codeine)
• Anti-anxiety medications (i.e. Xanax, Valium, Ativan, Klonopin)
• Stimulants (i.e, Adderall, Ritalin)

Virginia Mason Franciscan Virtual Urgent Care providers will also not prescribe drugs for erectile dysfunction (Viagra and others). This is a condition that should be assessed and managed with your primary care provider.

Virtual urgent care is intended for minor illnesses only. It is not intended to deliver continuity care nor should it be used for prescription refills. If you need a prescription refill, we recommend you speak with your regular provider. Short-term prescription refills for indicated conditions may be issued in select cases within the virtual provider's discretion.

You can meet with one of our providers via phone or video chat. You can request video chat through our website or toll-free number.

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Virtual urgent care is an on-demand service—there are no appointments. As soon as you complete a request to connect with a provider through your online portal, you’ll enter that provider’s online waiting room. Once the provider has reviewed the reason for your visit and any additional information you provide, you’ll be connected directly in a virtual exam room. Average wait time to a live connection with a provider is only 10 minutes!

Most insurance plans do not cover virtual health services at this time, however a Virginia Mason Franciscan Virtual Urgent Care visit is a qualified medical expense and you can typically use your HSA or FSA account to pay for it. A visit invoice that you can submit to your insurance plan for reimbursement will be available through the web portal for your Virginia Mason Franciscan Virtual Urgent Care account after each visit. As insurance coverage varies widely among plans, Virginia Mason Franciscan Virtual Urgent Care cannot guarantee reimbursement.

Most insurance companies have medical reimbursement or medical claim forms available on their websites. Claim processes differ among insurers, so please contact your insurance company's claim department directly. If your insurance provider confirms that they reimburse for telehealth visits, a claim receipt for your virtual visit will be available through the web portal. You’ll simply select Previous Visits from the My Records dropdown menu and choose the visit for which you’d like a claim receipt. Once that visit has been selected, there will be a link within the top section of the visit summary to a PDF receipt which you can submit to your insurance provider for reimbursement.

Reference our Virtual Urgent Care Access page or see the attached System and Requirements document.

You can access virtual urgent care from several areas of our website through your desktop/laptop/tablet/mobile device. You can also enroll or log into your existing account by going directly to this link: https://www.onlinevirtualvisit.com/virginia-mason-virtual-care-clinic/.

Follow these simple steps:

• Log in to your Virginia Mason Franciscan Virtual Urgent Care account through your web browser
• Browse the available providers to choose a provider you’d like to connect with and click “Start Visit” — or select “Get Started” under the See First Available section at the top of the practice page
• Complete the intake process, progressing through the prompts to provide information to help your provider prepare for the visit
• Once you’ve completed the intake process, you’ll be placed directly into the provider’s virtual waiting room while they review the information you provided. When you are connecting through a web browser on your desktop/laptop/tablet, you may also be prompted to download a plug-in update to make sure the video connection will work.
• While in the virtual waiting room you can request a notification prompt as soon as the provider is ready to connect, or you can watch the Getting Started video while you wait. Either way, you’ll quickly be connected with your provider in their virtual exam room to start your visit.

You can navigate directly into the virtual platform or, you can follow the simple steps in the previous question

If you are having issues enrolling in the platform, or issues connecting with a provider through your browser, please call our dedicated telehealth support team at 1-833-433-5928. Our support team will help you troubleshoot any issues with the platform, or they will work to assist in connecting you with a provider over the phone.