Novel Coronavirus (COVID-19)
I have a concern that I may have COVID-19. How can a Virtua telemedicine visit help?
In response to the community concerns surrounding the Novel Coronavirus (COVID-19), Virtua Health has extended its Virtua eVisits technology to conduct telemedicine sessions for individuals who may be at risk. This tool allows patients to have a telehealth appointment with an Urgent Care provider, from the comfort of home. Prior to starting a session, patients are encouraged to use our Coronavirus Self-Check to identify their level of risk.
General
What is a Virtua telemedicine eVisit?
Virtua uses an easy-to-use communication tool called Virtua eVisits that allows you to securely see and talk to a provider. It is similar to FaceTime and Skype. Using the app, a clinician can evaluate many medical issues and discuss your care without requiring you to come into the office.
What equipment do I need to participate in a telemedicine visit?
Virtua eVisits works best on a mobile device, like a smartphone or tablet (iPhone, iPad or Android). If you need to use a personal computer (Windows or Mac), it needs to have a working webcam and microphone.
Can I use a different tool for my appointment?
We use Virtua eVisits to hold a telehealth visit appointment with a healthcare provider. To get started, you need to 1) register; 2) download the app; and 3) sign in.
Are Virtua telemedicine visits secure?
Yes. All video and audio communication is encrypted. No video or audio is recorded.
What happens if the telehealth provider says I need to be seen in person?
On occasion, after a patient begins a telehealth visit, the provider may recommend that the visit should continue in person. This decision is always made with the patient’s safety foremost in mind. If you are asked to come in for a visit, your provider will direct you to the location you choose, and will make the necessary arrangements for you to be seen as soon as possible.
Is there a cost to have a telemedicine appointment?
There is no cost to download, install, or register for the Virtua eVisits application. It is is a free and secure communication tool. There may be a fee associated with your appointment, depending on the service you are using or your insurance carrier, e.g. a co-pay or class fee.
What happens with my co-pay if, during my telemedicine call, I'm told that I need to come in for an in-person visit?
There are times when your condition may require you to be seen in person. If that should happen, your clinician will advise you on your next steps. In the event that this should happen and you go to a Virtua Urgent Care the same day, you will not be charged a second co-pay.
Can I contact my provider using the eVisits tool?
Currently, Virtua eVisits is only used for specific telemedicine appointments. If you would like to schedule a telemedicine appointment with your provider, please call 888-847-8823.
What if I need help with Virtua eVisits?
If you need assistance with Virtua eVisits, please call our Patient Support Team at 856-246-4113. Help is available Monday through Friday, from 7 a.m. to 9 p.m., and on weekends and holidays from 9 a.m. to 5 p.m.
Registering for Your Virtua eVisits appointment
How do I obtain a login ID?
You will create a login ID when you enroll in the system. If you have enrolled and do not remember your login ID, please click on Change/Reset Password on the sign-in page to retrieve it through email. .
I did not receive my confirmation email after registering for my Virtua eVisits appointment.
You should receive an "Account Created" email upon registration with your Virtua eVisits access instructions. If you do not receive an email please call our Patient Support Team at 856-246-4113. or compete the Request Help form.
The email I registered with isn’t correct. How do I fix it?
Please call our Patient Support Team at 856-246-4113 or complete the Request Help form. Include the wrong email address that was entered and the correct email address. Please include your telephone number so our support personnel can reach you.
How do I choose my password?
Your password must be between 7 and 50 character in length and include one uppercase letter, one lowercase letter, and one number. Choose a password that is unique to you and easy to remember. Avoid using a password that is easy for others to guess, such as your first or last name.
How do I keep my password secure?
Here are some suggestions for keeping your password secure: change your password regularly; don’t write your password down or give it to anyone; don’t use a solitary word in the dictionary; don’t use your name.
Signing Into Your Virtua eVisits Appointment
My logon ID isn’t working!
If your logon ID is not working, please call our Patient Support Team at 856-246-4113. or complete the Request Help form. Include your login ID in the Details.
What if I forget my password?
Please click on the Change/Reset Password on the sign-in page and enter your username. You will be prompted to enter a new password.
My password isn’t working!
If your password isn’t working, please click click on the Change/Reset Password on the sign-in page and enter your username. You will be prompted to enter a new password.
Technical Issues
What are the alerts that pop up during installation?
The Virtua eVisits program requires access to your webcam and microphone, as well as a connection to the internet. During installation, you may see alerts asking if Virtua eVisits (or one of its components from Vidyo or SBR) can have access to your system. You should allow this for the application to function correctly.
Why isn’t my video loading?
If you’re using a mobile device or laptop, chances are you have an integrated camera/webcam. If you’re on a desktop computer, you may be using a separate webcam. Go to your device’s control panel or settings menu and look for your webcam under devices. Confirm that the camera/webcam is enabled. If the video is still not working, please call our Patient Support Team at 856-246-4113. or complete the Request Help form.
What do I do if I can’t hear the participants or I’m having audio issues?
1. Check to make sure that your computer speaker is not muted.
2. Check to make sure that the speaker icon on the Vidyo tool bar is not muted.
3. Check the Vidyo settings to make sure a speaker is selected. Click on the cog on the tool bar to access the settings.
4. It may be necessary to re-start the computer to clear the issue. Restart the computer and try again.
Still experiencing technical issues?
For any technical difficulties, please call our Patient Support Team at 856-246-4113. Help is available Monday through Friday, from 7 a.m. to 9 p.m., and on weekends and holidays from 9 a.m. to 5 p.m.
Privacy and Legal Questions
What is the Privacy Policy?
Virtua’s Joint Notice of Privacy Practices
The Virtua eVisits Privacy Policy
What is the Virtua eVisits Terms of Use?
The Terms of Use for Virtua eVisits
