Frequently Asked Questions

OVERVIEW OF SERVICES

  • What is Swedish Express Care Virtual?

    Express Care Virtual is a telehealth solution designed to make health care convenient. One of our board-certified providers meets with you face-to-face through secure video technology (live) using your smartphone, tablet or computer. Providers can diagnose and treat minor medical concerns, and prescribe medication or lab work, as needed.

  • Who can use Express Care Virtual?

    Express Care Virtual is available to those located in Washington who have access to a personal computer, laptop, tablet or smartphone. We welcome patients with insurance* or without. It doesn’t matter whether or not you're a Swedish patient.

  • Can my children use Express Care Virtual?

    Yes. Express Care Virtual accepts patients of all ages. Parents/guardians must log in with their own account and select a provider. You will then be prompted to add your child's information. Your child will now be listed as a "minor dependent" on your account.

  • Will I be able to get medications called in through Express Care Virtual?

    All of our physicians and nurse practitioners can call in medication to your pharmacy in accordance with state laws and when medically appropriate. We cannot refill controlled medications (narcotic pain medications, benzodiazepines, etc.). Please contact your primary care provider for these refills.

  • What are the benefits of using a virtual visit?

    Express Care Virtual offers real-time health care visits to treat your minor medical concerns. It's fast, easy to use, convenient and flexible. Visit with one of our nurse practitioners or doctors when you want, wherever you have internet access.

  • What are your hours?

    Express Care Virtual is available 7 days a week, 8 a.m. to 8 p.m. (Pacific time) in Washington. If you are accessing the service during these business hours and do not see any providers listed, please call Technical Support at 855-360-5472.

  • How are providers rated?

    At the end of your virtual visit, you will have the chance to rate your provider on a scale of one to five. Ratings are tracked and reviewed regularly to ensure quality care. The ratings listed on this site reflect the average for each provider.

COST, BILLING & INSURANCE

  • What is the cost for a virtual visit?

    A virtual visit is $49, payable at the time of visit via credit card. This cost does not include the cost of any medications, follow-up lab work or follow-up visits if deemed applicable. If we determine that a virtual visit is not appropriate for your condition, you will not be charged for your visit. We will help you locate a more appropriate place to receive care (e.g., urgent care, emergency care).

  • Will my virtual visit be covered by my insurance?

    If your insurance is listed, simply provide your insurance information during registration. You will receive a bill by mail for any portion of the $49 that is not covered by your plan.


    Alaska Montana Oregon Washington
    • First Choice
    • Providence Health Plan
    • Providence Medicare Advantage
    • Blue Cross Blue Shield of Montana
    • Blue Cross Blue Shield of Montana - Blue Options
    • First Choice Health
    • PacificSource
    • Providence Health Plan
    • United Healthcare
    • United Healthcare - Tricare
    • CareOregon HealthShare
    • Columbia Pacific CCO
    • Intel Connected Care HDHP
    • Intel Connected Care Primary Care Plus
    • Jackson Care Connect
    • Premera Health Plan
    • Providence Health Plan
    • Providence Health Plan Health Share
    • Providence Medicare Advantage
    • Regence BCBS of Oregon Med Advantage
    • Regence BCBS of Oregon PPO
    • Boeing ACO Providence-Swedish Health Alliance
    • Intel Connected Care HDHP
    • Intel Connected Care Primary Care Plus
    • Interwest Health
    • Premera Health Plan
    • Providence Health Plan
    • Providence Medicare Advantage
    • Regence PPO - Swedish Medical Group
    California
    • Providence Health Plan
    • Western Health Advantage

    If you have another health insurance plan, you will be required to pay the $49 by credit card before your visit, but you may still be eligible for reimbursement. Check with your insurance provider to determine whether your virtual visit is covered and file your claim directly with them.


    If you are insured through a Medicaid managed care plan offered by one of the carriers listed in the table above, your Express Care Virtual visit may be eligible for coverage. Simply provide your insurance information during registration. Those with Medicare Advantage from Providence Health Plan are covered in full. Due to government regulations, Express Care Virtual is NOT currently available to patients covered under some government insurance plans including but not limited to Apple Health, Oregon Health Plan, or MediCAL. Traditional Medicare can pay $49 out of pocket to receive an Express Care Virtual visit. While we wait for policy to change for all other Medicare and Medicaid members, our caregiver team can connect you with an alternative service to help you get the care that you need.

TECHNICAL REQUIREMENTS

  • What equipment do I need to use Express Care Virtual on my computer?

    Since virtual visits require video and audio, you must have a webcam and microphone installed. Before your visit, you will have the opportunity to test your internet connection, video, webcam, microphone and speaker capabilities using the built-in System Check.

    • If using an external webcam and microphone:
      • Ensure that your webcam is plugged in and all accompanying software is installed. Plug your microphone into the appropriate port on your computer and ensure that it is enabled in the control panel of your operating system.

    For the best experience when using Express Care Virtual on the web, high-speed broadband internet access (e.g., cable, DSL) is recommended. A minimum bandwidth of 1 Mb/s upload/download is required. However, bandwidth of 3 Mb/s is recommended for optimal experience. For the best video quality, connect via a “wired” internet connection.

    You will also need to ensure that both JavaScript and Cookies are enabled in your browser settings.

    • Supported Browsers
    • Supported Operating Systems
      • Windows: 7, 8, and 10
      • Mac: OS X 10.6 “Snow Leopard” or later (Intel CPUs only)
      • NOTE: Linux OS (including Chromebook devices) are not supported
    • Hardware/Software Requirements
      • Adobe Flash Plug-In v10.1 or greater installed
      • Firefox users must have the latest version of Flash installed
      • Adobe Reader 7 or greater installed
      • USB or built-in webcam
      • Audio (to minimize feedback use headphones, or a headset with built-in microphone)

  • What do I need to use Express Care Virtual from my smartphone or tablet?

    To use Express Care Virtual from your mobile device, ensure it meets the requirements below:

    • Express Care Virtual app installed
    • Your device must have a front-facing camera in order to support two-way video visits
    • Apple users:
      • Operating System - iOS (v7.0 or later required)
      • Devices
        • iPhone 4S or later
        • iPad 2 or later, iPad Mini, or iPad Air
        • iPod Touch 5th generation
    • Android users:
      • Operating System - Android (Ice Cream Sandwich v4.0.0 or above)
      • Devices
        • Android Phone
        • Android Tablet
        • Not supported: HTC myTouch, and the PantechP9070

    Other devices (e.g.,Blackberry, Windows) are not supported at this time.

    For the best experience when having a virtual visit from your mobile device, a strong wi-fi connection is recommended. (A 3g/4g connection might be adequate if wi-fi connection is weak or not available).

BEFORE & DURING THE APPOINTMENT

  • Do I need to create an account to use Express Care Virtual?

    Yes, you do need to create an account before you can speak to a provider, but the account creation process is simple and takes just a few moments. We recommend you set up your account now so it’s ready when you need it. Once your account is created, you can use the mobile app or website using the same username and password.

  • Can I schedule an appointment?

    Express Care Virtual is designed for on-demand care so no appointment is necessary. After you register and log in, the providers who are available for an on-demand visit will appear on your screen. Under the available provider, select the green "connect" button. If there aren't providers available, you'll be placed in a "waiting room" and be informed of your approximate wait time. At this point, you can request that a text be sent to you once a provider is available.

  • Who will provide the service?

    All of our providers are Swedish doctors and nurse practitioners, who are licensed and board-certified. Many also work in our clinics where they routinely deliver compassionate care.

  • How will I know that my virtual visit is private and secure?

    We feel it is of utmost importance to maintain patient privacy and keep information secure. Our ability to keep your visit and personal information secure is something that sets our service apart from other service providers. When accessing care via the web or a mobile device, each virtual visit uses secure technology, encrypting all communication over the internet. In addition, Express Care Virtual is compliant with all HIPAA regulations. For more information, see our Notice of Privacy Practices.

AFTER THE APPOINTMENT

  • Will I receive an after-visit summary?

    Yes. You will receive an after-visit summary via secure email to the email account we have on file for you. If you have a MyChart account, you will also receive an after-visit summary in your inbox. Your after-visit summary will provide details of your visit, instructions received from the clinician, including medication instructions or lab orders and any additional information you need if your condition doesn't improve. You will also receive a link to a visit survey. We encourage you to complete this brief survey, so we can improve the service for you and others. If you have any questions or concerns about your visit, medications or care instructions, please call the Express Care Virtual clinic staff at 855-229-6460.

  • Can I see my after-visit summary at a later time?

    Yes. MyChart users can access their virtual visit information in their MyChart health record. If you have not used MyChart before, you can register for a MyChart account using the instructions on your after-visit summary. Upon logging in to MyChart, you'll gain access to your virtual visit information.

  • Will my primary care provider be notified about my virtual visit?

    Yes, but only when you choose to share this information. You will be asked if you want a copy of your after-visit summary to be shared with your primary care provider, including non-Swedish providers. If you choose to share your after-visit summary, we will fax or electronically transmit your after-visit summary. You may also decide not to share this information. The choice is yours.

TROUBLESHOOTING COMMON PROBLEMS

  • When I try to select a provider, the only person that shows available is the registration agent. How do I start my visit?

    Simply start a visit with the registration agent, who will verify your information and prepare you for your visit. The registration agent will let you know the estimated wait time and will give you the option to wait for the next provider or schedule a same-day appointment at a convenient time for you. This feature is only available in limited geographies. If you do not see the option to check in with the registration agent, please proceed with selecting an available provider.


  • Is there a number I can call for technical support?

    Call Technical Support at 855-360-5472 if you encounter technical problems. Examples of issues include receiving an error message, not seeing a list of providers or getting charged for a visit that should be covered by your employer.

  • When I register it says "Mostly Matches" or "This Email Address is Already in Use.” What do I do?

    This means that you have already created an account, or that your employer has partnered with Express Care Virtual and an account may already exist for you. Confirm that you entered all your information correctly, such as your legal name rather than your nickname (e.g. enter Robert instead of Bob). If you have Providence Health Plan, be sure to enter your insurance information. If you have checked everything and still receive the error, call Technical Support at 855-360-5472.


  • The screen says "Service is Unavailable." What do I do?

    If you get this error, try turning off your wi-fi and use your 3g/4g cell phone connection instead. Some wireless hotspots will block programs like Express Care Virtual from using the internet, which makes it look like the system is unavailable. A typical virtual visit uses less than 15 megabytes of data on your data plan.

  • My employer group said my visit would be free, but I see a charge. Why?

    If your employer group has told you that the Express Care Virtual service should be free to you, but you are seeing a charge, please contact Technical Support at 855-360-5472 before you have a visit.