Virtual Care Visits FAQs

In this article: 

Which insurance plans are accepted for Virtual Care Visits?

Many major insurance plans are accepted. To confirm if your specific plan is accepted, you should move forward with the process to schedule your telehealth appointment and enter your insurance information to have a payer eligibility check conducted. You will receive an email before your scheduled appointment or within one business day from Everlywell partner, OpenLoop, about your estimate and insurance eligibility.

We do not accept insurance for Virtual Care Visits where a video appointment is not included.

Please note: We do not accept Medicare Part B or Medicaid. However, we do accept Medicare Advantage.

How much will a visit cost with insurance?

For scheduled appointments, once you click “Schedule Now,’ we’ll move you through a quick and easy process to verify insurance information and pricing. You will receive an email before your scheduled appointment or within one business day from Everlywell partner, OpenLoop, about your estimate and insurance eligibility. This will typically be your copay or an amount based on your deductible. Many major insurance plans are accepted. 

For on-demand consults, given the immediacy of the appointment you will likely be notified of your insurance coverage after your consultation.

Please note: We do not accept Medicare Part B or Medicaid. However, we do accept Medicare Advantage. If coverage is insufficient you will be responsible for paying the cash price of up to $59, $69, or $79 (depending on the type of virtual care appointment you are making). The cash price will be listed when you book your appointment.

What payment methods are accepted for Virtual Care Visits?

Customers must enter a valid credit or debit card number to proceed. While we do accept Apple Pay for Everlywell tests and vitamins and supplements purchases, we do not accept Apple Pay for consultations with providers at this time.  

Is CareCredit accepted for Virtual Care Visits?  

Yes, as long as you have an active care credit card and as long as the valid number can be processed for payment.

Is HSA/FSA accepted for Virtual Care Visits?

Yes, HSA/FSA is accepted.

When will I be charged for my visit?

If you are paying cash, the credit or debit card you have on file will be charged after your consultation is completed. If you are using your insurance to cover the cost of the consultation, a claim will be submitted to your insurer after your initial consultation. If you have a copay or coinsurance balance due, you will be notified and your card on file will be charged for that amount. The charge will show up as “OpenLoopByEverly” on your credit or debit card statement.

What happens if the insurance coverage estimate was inaccurate and I end up owing a balance for my visit? Is the amount automatically charged?

If you end up owing a balance, you will receive an email notifying you that OpenLoop will charge the card on file within 24 hours for the remaining balance. The charge will show up as “OpenLoopByEverly” on your credit or debit card statement.

Is the cost for a follow-up visit included? 

If any follow-up care is advised, a certified medical assistant will schedule a follow-up appointment for you. Please note that any follow-up appointments are considered separate from the initial appointment and will come at an additional cost. 

Can I cancel after I find out the cost of the visit?

For scheduled consults, you can manage your appointment and cancellations by clicking “Manage Appointment” on your My Everly account. For on-demand consults, if you need to speak with someone about rescheduling your appointment, you can contact Everlywell partner, OpenLoop, at +1 (708) 787-4438, 7 a.m. to 7 p.m. CST, Monday through Friday.

For on-demand appointments, you will be charged the cash pay price if you miss your appointment and do not cancel it. For all other appointments, you will be charged a $25 no-show fee if you are unable to make your appointment without giving at least 24 hours notice.

What service provider name shows up on my insurance claim for my visit? 

OpenLoop Healthcare PC is the name that will show up on your insurance claim and resulting explanation of benefits notice, if you receive one from your plan.

What does a visit entail?

Visits will either include a video call with a provider or an online intake form review of the patient (without a video call).

Live consults will include a 20 to 30 minute comprehensive and detailed video call with a licensed, board-certified nurse practitioner — all from the comfort of your own home. Your provider will ask questions to learn about your symptoms, health concerns, and goals. They will work with you to create an actionable, personalized care plan that may include lab testing, one-time prescriptions, and lifestyle recommendations.

Online care reviews will be conducted by a licensed, board-certified nurse practitioner based on your intake request. Online treatment includes a care plan created for you by a licensed clinician. Care plans may include prescribed antibiotics, testing, or lifestyle recommendations when applicable. If there are questions regarding your intake request, you may receive a phone call from Everlywell partner, OpenLoop, who will clarify information for your provider.

What are the age restrictions for visits? 

At this time, Virtual Care Visits are for patients aged 18 and above. There may be additional age restrictions for certain conditions as well.

How long will my visit be? 

For live consults, the length of your appointment will depend on the topics you discuss with your provider. A typical visit will be 20 minutes long but can range from 20 to 30 minutes depending on the complexity of your case. Your providers’ schedules are maintained to give you the best, most attentive care possible. 

What is the average wait time to book a visit? 

For on-demand consults, Clinicians are available Monday through Friday, 7 a.m. to 6 p.m. CST and will follow-up within 2 hours of booking your appointment.  

For all other scheduled visits, appointments are available within 3 hours of booking,  Monday through Friday, 7 a.m. to 7 p.m. CST. This is to provide adequate time for you to receive your insurance pricing estimate via email.

Is there any type of care I should NOT expect to receive during my visit?

A Virtual Care Visit is a starting point to help you understand symptoms, speak with an expert, and devise a care plan with next steps like prescriptions, at-home testing, lab testing, lifestyle changes, or more. If you have not yet been diagnosed with a condition and want to better understand what might be going on, this offering is for you.

Virtual Care Visits are not for patients experiencing life-threatening symptoms or patients who have already been diagnosed with a condition and who are interested in recurring prescriptions or ongoing management of a chronic condition.  

Examples of care that is NOT supported:

  • Prescriptions for antidepressants or antianxiety medication
  • Ongoing weight management/weight loss programs
  • Ongoing mental healthcare (therapy)
  • Erectile dysfunction prescriptions
  • Birth control 
  • Preconception support
  • Hormone replacement therapy
  • PrEP
  • Long-term management of diagnosed conditions such as diabetes, celiac disease, HIV, etc. 
  • Life-threatening symptoms, such as the following.  If you are currently experiencing any of the following symptoms, please seek medical attention right away.
    • Tightening of your airways, wheezing, continuous chest pain or tightness, or being unable to breathe
    • Rapid pulse, dizziness, lightheadedness, or fainting
    • Change in mental status (such as confusion, difficulty waking up or staying awake)
    • Severe or persistent vomiting or diarrhea
    • Worsening of chronic medical conditions
    • Concerns about your mental well-being
    • Thoughts about harming yourself or others
    • Prolonged sadness, depression, or anger
    • Any other emergency signs or symptoms

What kinds of providers are available for Virtual Care Visits?

Your licensed, board-certified nurse practitioners are qualified to prescribe medication, order lab tests, and assess your symptoms and health goals to create a customized care plan for you. 

How should I prepare for my visit? Can I securely send any documents to my provider beforehand?

To prepare for your Virtual Care Visit, we recommend checking the equipment recommendations and pointers on how to access the appointment via a mobile device or a computer. 

Additionally, if you prefer, you may provide any supporting documents like previous lab tests or treatment information to Healthie. You can securely upload documents in Healthie using this guide.

Will I get to choose the provider I schedule a visit with?

On-demand consults and online care reviews will be with the first available provider that is licensed in your state. For all other scheduled visits,  you can choose from a list of providers who have availability and are licensed in your state.

Will providers be available during holidays for visits?

Appointment availability may vary throughout the holiday season due to increased volume and holiday hours. View availability by launching your My Everly account, and navigating to the scheduling flow. 

For on-demand consults, If you need to speak with someone about rescheduling your appointment, you can contact Everlywell partner, OpenLoop, at +1 (708) 787-4438, 7 a.m. to 7 p.m. CST, Monday through Friday. You will be charged the cash pay price if you miss your appointment and do not cancel it.

How do I start or join my visit? 

We’ll send you an email to confirm your appointment once it’s booked with information on how to join the consultation. You can also access appointment details by logging into your My Everly account and viewing your dashboard.

How do I reschedule or manage aspects of my visits?

To manage or reschedule your scheduled appointment, log in to your My Everly account.  If you do not give at least 24 hours notice before rescheduling, you will be charged a $25 fee. 

For on-demand consults, If you need to speak with someone about rescheduling your appointment, you can contact Everlywell partner, OpenLoop, at +1 (708) 787-4438, 7 a.m. to 7 p.m. CST, Monday through Friday. You will be charged the cash pay price if you miss your appointment and do not cancel it.

How do I cancel my visit?

For scheduled consults, you can manage your appointment and cancellations by clicking “Manage Appointment” on your My Everly account.  For on-demand consults, if you need to speak with someone about rescheduling your appointment, you can contact Everlywell partner, OpenLoop, at +1 (708) 787-4438, 7 a.m. to 7 p.m. CST, Monday through Friday.

For on-demand appointments, you will be charged the cash pay price if you miss your appointment and do not cancel it. For all other appointments, you will be charged a $25 no-show fee if you are unable to make your appointment without giving at least 24 hours notice.

For consults that do not include a video appointment with a provider, patients can cancel their request if it has not been reviewed yet.

I missed my visit. If I reschedule will I still be charged the cancellation fee? 

There is a 5-minute grace period for scheduled and on-demand visits. Any time after this, for on-demand appointments, you will be charged the cash pay price if you miss your appointment and do not cancel it. For all other appointments, you will be charged a $25 no-show fee. If you are having any technical difficulties in joining your secure video chat, please contact Everlywell partner, OpenLoop, at +1 (708) 787-4438, 7a.m. to 7 p.m. CST, Monday through Friday.

What should I do if I have technical difficulties joining my visit or while speaking with the provider? 

If you have technical difficulties joining your appointment or while speaking with the provider, please contact OpenLoop at +1 (708) 787-4438, 7 a.m. to 7 p.m. CST, Monday through Friday.

Am I able to be prescribed medication during my visit? Are prescriptions covered by insurance?

Yes, some one-time prescriptions are available for eligible patients. However, recurring prescriptions that require long-term care (i.e. for depression, anxiety, thyroid conditions, etc.) are not supported. If your clinician determines that a one-time prescription is recommended, they will send a prescription to your pharmacy of choice. If your clinician determines that a refillable prescription for a chronic condition may be needed, they can assist with finding appropriate care from another provider.

Some prescriptions may be covered by your insurance plan. Please contact your insurance carrier to confirm. 

Am I able to speak to a provider about past test results during my visit?

The Virtual Care Visit is for YOU. That means you help set the goals. If you have lab results you’d like to walk through, please have them ready to share with the clinician. Check out the support guide to see how to securely upload your results prior to your appointment. Note that in the event you share older test results, your provider may recommend updated testing, but this may still provide a great starting point for a meaningful discussion.

How will my information be kept private?

Services provided are HIPAA compliant and follow privacy guidelines. We use industry-leading tech to ensure your personal information is safe and confidential.

When will my care plan be ready after my visit? 

For live consults, your care plan is entered directly by your provider after your visit concludes and will be available at the end of the day, on the day of your visit. 

For online care reviews, your care plan will be available after your provider conducts their review. This will be within 24 hours of your request (excluding major holidays).

You can contact a certified medical assistant on your provider care team by calling Open Loop at +1 (708) 787-4438, 7 a.m. to 7 p.m. CST, Monday through Friday.

How can I update my prescription information, including where I pick up my prescription? 

If you need to update the pharmacy where you would like to pick up your prescription, please contact OpenLoop by calling +1 (708) 787-4438, 7 a.m. to 7 p.m. CST, Monday through Friday.

If I need a follow-up visit, will I be able to speak to the same provider?

If any follow-up care is advised, a certified medical assistant will schedule a follow-up appointment for you. You can speak to the same provider, based on provider availability.  Please note that any follow-up appointments are considered separate from the initial appointment and will come at an additional cost. 

What kind of next steps might come from this visit?

Your provider will document a care plan for each visit that can be found in your My Everly account once the visit concludes. The care plan will include a summary of your visit and personalized next step recommendations. Your plan may include at-home or in-lab testing, one-time prescriptions, and imaging referrals.

My provider told me they would schedule a follow-up visit, but I don’t see it in my account. Who should I contact for the follow-up appointment? 

IIf your provider ordered imaging or labs for you, the OpenLoop team will wait to schedule your follow-up appointment until the results have come back. If you’re not waiting for any test results and have not had a follow-up appointment scheduled, you can contact your provider care team by calling +1 (708) 787-4438, 7 a.m. to 7 p.m. CST, Monday through Friday, or by booking another visit directly at https://www.everlywell.com/virtual-care-visit/.