Online Care FAQs
Payment
- The $29 consultation fee is HSA/FSA eligible. Individual reimbursement may depend on the insurance provider.
General Information
- Online Care offers patients an easy way to be treated for common health conditions. Users answer questions about their ailment and health history through an online health assessment. Once the intake is submitted, a provider will review the information and make a determination on treatment, just like they would at a doctors office in person. If prescribed, you will then be able to send your new prescription to the pharmacy of your choosing for convenient same-day pick up.
- It can take anywhere from 2-7 business days from your prescription order to delivery*.
Your prescription will be shipped based on your refill cadence and desired shipping method.- Standard Shipping: 2-5 business days
- Expedited Shipping: 2-3 business days
- Next Day Shipping: 1-2 business days
- You can be diagnosed and treated for a variety of common conditions, from General Medication Refills to new prescriptions for birth control, hair loss, skin treatments, and much more through Online Care. See the full list here.
- Anyone over 18 can create an account. However, prescription medications for certain conditions are available based on regulations per state. By providing your state at the beginning of the process, we can determine if you are located in an area that allows or prohibits digital prescribing. Some states have different laws regarding telehealth. In order to best assist you, some visits require mandatory step-ups to video visits for electronic prescriptions instead of questionnaires. If your state does not allow electronic prescribing via online questionnaire, we can upgrade you to a video visit. Don’t worry - there is no additional cost for this.
Hours and Timing
- You can complete an online visit at any time. The providers will respond during business hours.
- During normal business hours, the provider will review your submission and usually respond within 15 minutes. While you can submit your questionnaire 24/7, our providers may take a longer time to respond outside of normal business hours.
- Each visit takes about five minutes to complete. The total number of questions you answer will depend on your condition.
Diagnosis and Treatment
- We do our best to treat you online, but not every condition can be treated via online care. If your health concern cannot be addressed through online care, you may be directed to a clinic for care. If this is the case, you will not be charged for your visit.
Prescriptions
- If a prescription is clinically appropriate, your treatment plan will include a link to have your prescription filled. Just click the link, select the pharmacy of your choice, and send the prescription – it's that easy.
- If a prescription is clinically appropriate, your treatment plan will include a link to have your prescription filled. Just click the link, select the pharmacy of your choice, and send the prescription – it's that easy.
- Most pharmacies accept most insurance plans. That said, please verify that the pharmacy you select is within your covered network before sending your prescription. If needed, you can request a pharmacy change by calling support at 866-714-3330.
Cost and Insurance
- The $29 consultation fee is HSA/FSA eligible. Individual reimbursement may depend on the insurance provider.
- Online care interviews are $29 and only covers the cost of your visit with your provider. The cost of the medication isn’t included in your visit. If prescribed, you can buy your medication from the pharmacy of your choice.
- Yes! We now accept medical insurance for Online Care visits. Depending on your coverage, you may be able to pay your insurance copay instead of the standard cash price. Simply enter your insurance details during the visit when prompted to check your eligibility and estimated costs.
- Yes! We now accept Medicare for Online Care visits. Simply enter your Medicare details during the visit when prompted to check your eligibility and estimated costs.
Records and Security
- If you would like to deactivate your Online Care account, please send a message to our support team at pharmacysupport@now.optum.com. Once your account is deactivated, we will still keep your medical records on file as mandated by Federal Law. Please note - account deactivation can take up to 30 days to complete.
- Yes. You can access your visit records at any time through your account.
- If you are an online care patient, your visit records will be saved as part of your medical record. If you want to share your records with a physician outside of online care you can print or email your records. Or call 866-714-3330 to have us send a copy of your online care records to your provider.
Technology
- Online care requires you to use a modern browser to ensure your data is secure and your experience is awesome. You can use any of the following browsers for your visit: Chrome, Edge, Safari, or Firefox. If you don't have one of these browsers, you can download Chrome or Firefox for free.