What happens during a telehealth visit?
Virtua uses an easy-to-use communication tool that launches from the click of “start your visit now” button below on this page. A chatbot launches and after a few questions, connects you to securely see and talk to a provider. It is similar to FaceTime and Skype. Using the tool, 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 telehealth visit?
You can launch a visit from a computer or 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.
Are Virtua telehealth 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. You will not be charged a second fee or co-pay for a same-day in-person visit.
Is there a cost to have a telehealth appointment?
Just like an in-person office visit, there may be a fee associated with your appointment, which will depending on the service you are using and your insurance carrier.
What happens with my co-pay if, during my telehealth 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.
What happens when you click “Start Your Visit Now”?
An interactive chat window will open, asking you to select a program. To get started, choose the "Urgent Care Telehealth" option. From there, we'll ask for some basic info, like your name and date of birth. Once completed, you'll be assigned a telehealth coordinator to finalize the registration process.
What’s involved with the registration process?
It's just like checking in with the front desk at a doctor's office, except virtually! Essentially, we need to register you into our electronic medical record system (EMR). Once registered, we'll be able to access your medical history, complete any documentation, and order testing or medication if needed. During this process, your telehealth coordinator will also collect any required co-payment or co-insurance per your plan.
Once registered, how long does it take to see a clinician?
It depends. Your telehealth coordinator will inform you of the next available opening to meet with a clinician. If it's within 30-60 minutes, we'll ask you to wait online for the next available clinician. If the wait time is longer, we can provide an estimated time for a scheduled telehealth visit later in the day. And if there are no openings that day, we'll offer the next available appointment the following day.
Do I need to have my video on during my visit?
We strongly recommend turning your video on during your appointment. This will allow our clinicians to provide an accurate assessment of your condition. We'll also need to see a photo ID during the registration process. Occasionally, we will consider an audio visit if you're experiencing technical difficulties.
Please note that our team cannot interact with you if you're operating a moving vehicle. We also ask that you be in a well-lit, private, quiet environment during your visit.
What if I complete the registration process, but can’t make my scheduled appointment later in the day?
Given the current surge in COVID-19 infections, we understand that you might not be able to attend your visit. If this is the case, upon request, your payment will be refunded and no penalty will be assessed.
Since this is a virtual visit, how do I get a copy of my instructions?
Virtua MyChart is an easy way to access your medical information, all in one place. You'll be able to view follow-up instructions, medical notes, laboratory results, and so much more. Plus, you can allow family members to access your account and even share your records with clinical providers outside of Virtua. Unfortunately, we cannot mail copies of your visit summary at this time.
What if I need help using the telehealth platform?
If you need assistance, please call our Patient Support Team at 856-246-4113. Help is available during our hours of operation: Monday to Friday, 7 a.m. – 9 p.m.; Weekends, 9 a.m. – 5 p.m.