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Virtual Video Visit Frequently Asked Questions

For detailed information about how a video visit works or for technical information and troubleshooting, please refer to the FAQs in the MyHealth patient portal.

For what types of healthcare needs can I schedule a video visit?

While we have provided a partial list of the types of care that can be offered safely through a video visit, video visits are a safe and effective way to speak with your provider and can be used for most care needs.

Healthcare needs for which a video visit is NOT appropriate include but are not limited to: procedures, injections (including vaccines), dilated eye exams, physical therapy manipulations, close physical exam and measurement of nodes or masses, cardiac stress testing, and imaging studies for which specialized equipment is required.

How can I schedule a video visit?

While you can always call your clinician or a specialty department to discuss your specific healthcare needs and be directed to care that’s right for you, the following are some options to schedule a video visit:

  • Primary care appointments in internal medicine, family medicine or pediatrics can be made by logging into your MyHealth online account and directly scheduling a video visit for one of the conditions we can evaluate and treat virtually.
  • For a specialty care appointment, please call your regular clinician’s office to see if a video visit is appropriate for your needs. If your clinician would like you to see a specialist for an initial consultation, you may receive a notice in MyHealth asking you to “Make an Appointment” via a “scheduling ticket.” You can follow the prompts to schedule a specialty video visit with a specialty provider at a time of your choice.

scheduling ticket

Will I be able to see my primary care provider or team, or my regular specialist?

In the majority of cases, you will be able to see your regular provider and team for any needs that you have. If you go to MyHealth online to schedule a video visit appointment for an acute primary care need like a new case of pink eye or a back sprain injury, we have expanded the list of clinicians from which you can choose to try and maximize appointment availability and help you get care quicker. Your PCP, however, will be listed at the top for easier selection.

How do I connect and initiate my scheduled video visit?

You need to join the visit through the MyChart app on a smartphone or tablet. Once in MyChart, go to Appointments > Upcoming Appointments and click on your visit. For more information on how to join a video visit, watch the video “How Patients Connect to a Video Visit from the MyChart App.”

Beginning April 10, 2021, you will have the option of joining a video visit from your MyHealth Online account via your desktop computer or through the MyChart app on your mobile device.

What about co-payments? Will patients continue to pay co-payments for virtual visits during the pandemic?

No copays will be assessed for services and testing related to COVID-19 care. For all other care provided via a telephone or video visit, a copay may be assessed as determined by your healthcare insurance plan. Atrius Health bills video visits similarly to an in-person visit, and each health insurance company is handling these differently. It should not be any more than if you saw us in person. If you receive a statement and have questions about your cost, please follow-up with your health insurance company.

Will my video visit be private?

Yes. Protecting the privacy and security of your medical information is important to us. The video technology used for your video visit is HIPAA-compliant and has several features to protect your health and personal information. Video transmission is fully encrypted and transmitted through Atrius Health's private, secure network.

Your provider will conduct the video visit from a private room. You may also wish to find a private space where you can do the visit.