Telehealth Visits - FAQs
Get information or support for your Virtua telehealth visit.
Virtua offers telehealth visits for a variety of health issues and concerns. Read some of the most frequently asked questions regarding telehealth visits, or get technical support for your visit, below. Click a drop-down menu for more information on a particular topic.
General
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.
Yes. All video and audio communication is encrypted. No video or audio is recorded.
Registration and Appointment Wait Times
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.
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.
Urgent Care Telehealth Visits
Virtua uses an easy-to-use communication tool that launches on our Urgent Care Telehealth page, 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 clinician. Using the tool, a clinician can evaluate many medical issues and discuss your care without requiring you to come into the office.
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 Urgent Care telehealth visit later in the day. And if there are no openings that day, we'll offer the next available appointment the following day.
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.
Follow-up Visits and Insurance Costs
On occasion, after a patient begins a telehealth visit, the clinician 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 clinician 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.
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.
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.
During Your 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.
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.
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 clinicians outside of Virtua.
If you do not have MyChart, please call your clinician’s office directly to request a copy of your instructions and After Visit Summary. If your visit was an Urgent Care Telehealth visit, please call 856-325-3200 to request a copy of your After Visit Summary.
Unfortunately, we cannot mail copies of your visit summary.
Technical Issues
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.
- Check to make sure that your device’s speaker is not muted.
- Check to make sure that the speaker icon not muted.
For any technical difficulties, please call our Patient Support Team at 856-246-4113. Help is available Monday to Friday, from 7 a.m. - 9 p.m., and on weekends from 9 a.m. to 5 p.m.