AdventHealth App Frequently Asked Questions

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  • Question: What is a video visit through the AdventHealth app?

    A video visit through the AdventHealth app is a convenient option for a face-to-face appointment with a board-certified physician or nurse practitioner through your smartphone or tablet. You can receive a diagnosis, treatment, follow-up and prescriptions for minor ailments.

     

    What is the cost of a virtual visit? 

    A virtual visit is $59 without insurance, payable at the time of your visit via credit card. If you have insurance, check with your provider or use the app to see a list of insurance providers we accept.

    When you register for your telemedicine appointment, you will be asked to enter your insurance information. You can pay your co-pay or deductible/co-insurance amount with a credit card or your health savings and reimbursement account card.

     

    Why would I use the AdventHealth app? 

    With online doctor visits, you'll have access to physicians and nurse practitioners for minor medical concerns anywhere you have internet access in the following states: Florida, Georgia, Kansas, Kentucky, Missouri, North Carolina, Tennessee, Texas and Wisconsin.

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  • Question: If I'm using insurance, what information do I need?

    You'll need the following information to use telemedicine on the AdventHealth app:

    • Policyholder name
    • Policyholder date of birth
    • Policyholder gender
    • Policyholder's relationship to patient
    • Patient's member number (please see the app for a sample insurance card)
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  • Question: What if my condition can't be treated during my visit?

    If the physician or nurse practitioner determines your needs are outside the scope of care for a video visit, you won't be charged. We will also assist you with a referral through your primary care physician if needed.

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  • Question: How do I create an account to schedule a virtual visit?

    Go to your app store (for Android, use Google Play, or for Apple products, use the Apple App Store) and download by searching "AdventHealth." You'll be prompted to create an account by entering information about yourself and will be asked to provide a credit card or health savings and reimbursement account card for billing. Your account won't be billed until after you're seen and treated.

    Note: Each member of your immediate family will need their own account. If your child is under 18, you will fill out the guarantor section as their guardian.

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  • Question: Who can use telemedicine on the AdventHealth app?

    Anyone in the following states can use the AdventHealth app for online care: Florida, Georgia, Kansas, Kentucky, Missouri, North Carolina, Tennessee, Texas and Wisconsin.

     

    How do my children and family use the app? 

    As the parent and/or guardian, you will have to create a primary account (which you can use for visit requests) and add multiple users. If your dependent is under 18, the legal guardian will need to fill out the guarantor section and be present with the patient during the virtual consult.

     

    Can my dependent(s) use the app if they're located outside the covered states? 

    Due to government regulations, we cannot provide treatment to patients outside of the covered states.

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  • Question: Can I schedule an appointment, or is it first-come, first-served?

    You have the option to choose an on-demand appointment, or you can schedule an appointment for a time that's convenient to you.

  • Question: Who will I see when I begin my appointment?

    Once you log in to your account and finish filling out the information necessary for the appointment, you'll see a list of providers. You may choose a provider who's immediately available or wait to see a specific one. Please allow up to two minutes after clicking the join button for the video connection to launch. You will have the option to wait for the provider or be alerted via a text message, phone call or email.

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  • Question: Can I get a prescription?

    Yes, telemedicine physicians and nurse practitioners can prescribe non-controlled medication in accordance with state laws when deemed medically necessary. We can only provide a limited supply of long-term medications until you follow up with your primary care physician. We cannot refill controlled medications (narcotic pain relievers, benzodiazepines, etc.). Please contact your prescribing provider for these refills.

     

    Does the application automatically show me available pharmacies that are within my insurance network? 

    No, you'll need to confirm with your insurance carrier prior to a visit to confirm that the selected pharmacy is within your network.

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  • Question: How will I know my visit is private and secure?

    Patient privacy is our priority, and you can rest assured that your information is secure. The AdventHealth app uses secure technology, encrypting all communication over the internet. We are compliant with all HIPAA regulations. 

    See our Notice of Privacy Practices.

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  • Question: Can the physician or nurse practitioner write me a work or school release note?

    Yes, at the discretion of the physician or nurse practitioner. If a note is written, you can see the digital work/school release note on the last page of your visit summary sheet.

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  • Question: Is information sent to my primary care physician?

    Information from your video visit isn't always sent to your primary care physician, but you can print and save your "visit summary" at any time to share with your primary care doctor after a visit is completed.

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  • Question: What happens after my visit?

    After your visit is complete, your visit summary will appear on the screen. If you're unable to view it, you'll receive directions on how to access your post-visit summary via secure email to the email account you have on file. This will provide details of your visit, follow-up instructions from the provider, prescribed prescriptions and additional information on what to do if your condition doesn't improve.

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  • Question: What phone number can I call for billing questions?

    Call Call877-746-6516 with any questions you have about billing. 

AdventHealth App Technical Questions

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  • Question: When I register, it says, "email address already in use." What should I do?

    If you see this message, you already have an account under this email address. Please confirm you've entered the information correctly. You may need to reset your password if you have forgotten it. If you verify your information is correct and still receive this error, please call our support center at Call855-238-8791.

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  • Question: I'm receiving a Service Not Available message.

    If you see this message, please reboot your Wi-Fi or cell phone connection or transfer to your 3G/4G data service. Some wireless hotspots will block programs like this, so it appears the service is unavailable.

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  • Question: I can't see my provider’s status as available. What should I do?

    A particular provider may not be available or may be engaged with another patient at this time. If the provider has already accepted your request for a video visit, there may be a four- to five-minute timeframe to establish the connection once the provider has signed in.

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  • Question: I'm connected with my provider, but I can't see them. What should I do?

    Your browser may initially ask for permission to use your camera and microphone. Make sure you have granted access. If you haven't, or you still see a black screen, refresh your screen to have another opportunity to share/allow access.

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  • Question: How do I change my credit card or health savings and reimbursement account card information?

    At this time, the AdventHealth app doesn't support multiple credit cards. If you need to edit your credit card information, click on the menu icon in the upper left-hand corner. You can edit your payment information under the payment tab. Delete the existing card first, and then you can add your new credit card information.

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  • Question: I keep losing my internet connection. What should I do?

    To ensure a good video visit, an upload/download connection speed of 3 mbps is required. A noticeably better experience will happen with a connection above 5 mbps.

  • Question: I can't hear the provider. What should I do?

    There are three items to check:

    1. Check to see if you've given permission to the AdventHealth app to access your camera and microphone.
    2. Make sure your audio isn't muted.
    3. Check to see if an external headphone is plugged in and if so, unplug it.
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  • Question: I can't log in. What should I do?

    If you've forgotten your password, please click here to reset it.

  • Question: How do I change my notifications?

    To change your notifications, please click your name in the upper right-hand corner. From here, you'll see a menu appear. Please click “my account”. Go to the account information tab to toggle between your notifications to choose via phone, email or SMS (text).

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  • Question: Do I need Wi-Fi to use your service?

    Although we recommend you use Wi-Fi for the best possible experience, it isn't required to use our service. As long as your connection is 4G or LTE, then you should be fine. If you experience connection issues, you can switch to audio-only when connected to a doctor, and your connection will improve.

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  • Question: What mobile devices and/or operating systems do you support?

    We currently support Android and iOS-enabled devices. This includes tablets, as well as smartphones. For Android devices, you must have Android 4.0.3 or newer to install our app.

    For iOS devices, you must have iOS 8 or 9 installed. Additionally, your iPhone must be a model 4S or newer.

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