Telehealth Video Visits

Video visits for non-life-threatening conditions are being used by our primary care doctors and specialists. While scheduling a virtual visit is at the discretion of your doctor, it can include care for conditions in allergy, behavioral health, digestive diseases, heart and vascular, neurology, orthopedics, rheumatology, sleep medicine, urology, weight management and many others. Find a health care service or contact your provider to ask if your follow-up visit or health concern is suitable for a remote visit instead coming into the doctor’s office for your visit.

Video visits will be billed to your insurance company. Most insurance payers are covering video visits due to the Coronavirus pandemic. Depending on your insurance coverage, you could be responsible for a portion or all of the billed amount. If you are unsure of the amount you will owe for this appointment, please contact us at 614-293-8008.

As of 4/1/2020 the following insurance plans pay for video visits: Aetna, Anthem, Buckeye, CareSource, Cigna Behavioral Health, Medical Mutual of Ohio, Molina, OSU Health Plan, Paramount, United Behavioral Health, United Health Care, Medicare and all the Medicaid insurance plans. Cigna Medical is not currently covering video visits. You are responsible for your insurance plan co-pay. If you are unsure of your coverage, contact your insurance plan. If you don’t have one of these insurance plans, the typical $49.99 pre-payment has been temporarily waived and you will be billed after your visit.

Yes, our health care providers can electronically prescribe medications if deemed medically appropriate. Any prescriptions given during your video visit will be sent to your preferred pharmacy and will be in your medications list—like they are for an office visit.

Virtual visits are available using your MyChart account. If your provider's office decides to use MyChart for your visit you will receive your appointment confirmation via MyChart notifications. You can choose to receive your notifications by email or text message. If you do not have a MyChart account, your provider will email you an activation code to sign up or will help you create your account over the phone. If you are not able to create a MyChart account, your provider will schedule your video visit using technology available to you.

Using a mobile device, smartphone or tablet for your visit?

View a step-by-step guide to using the MyHealth app for your video visit.

Using a desktop or laptop computer for your visit?

View a step-by-step guide to using MyChart for your video visit.

Technology requirements:

To help ensure you have the best video visit experience, please use Google Chrome as your web browser.

Compatible Platforms		Compatible Browsers
Windows 7 32-bit and 64-bit		Chrome version 48 and later
Windows 8 32-bit and 64-bit		Firefox version 38.7 ESR and later, and earlier than version 52
Windows 8.1 32-bit and 64-bit		Internet Explorer version 11
Windows 10 32-bit and 64-bit		Safari version 9.0.3, but earlier than version 12
Mac OS X 10.8 - 10.11.6
macOS Sierra 10.12

Mobile Device Requirements

iOS		12.1 and up
Android		Version 5.0 (Lollipop) and up

Virtual visits are available using a link sent to you by your provider via email or text message. You will receive your appointment confirmation by email or text. Approximately 15 minutes before your scheduled appointment time, your provider will text or email you a link to join your virtual visit.  You can use a mobile device or computer, simply click the link, complete the Updox check-in process and begin your visit.

Technology requirements

To help ensure you have the best video virtual visit experience, test your device and use one of the mobile devices or web browsers recommended.

iOS		11+, iPhone 7 and up
Android		Does not support Amazon Fire Tablets
Web		Does not support Internet Explorer

For MyChart users, preregistration a requirement to join your video visit. Unlike an in-person office visit, there is no registration desk. You will be asked to verify personal information, update your medical history, list of medications or changes in insurance coverage in a preregistration questionnaire that will take you approximately 15 minutes to complete. The payment screen will appear for your co-pay even if your visit is covered by insurance.

You can complete preregistration as soon as your appointment information is in MyChart. We recommend completing preregistration at least 24 hours in advance of your appointment.

For non-MyChart users, the check-in process is handled by your provider’s office over the telephone or before the start of your video visit using the link you receive in your email or text update.

Because our physicians are licensed in Ohio, you must be physically located within the state of Ohio during the time of your video visit.

Virtual visits are available for patients age 14 years or older with the permission of their health care proxy. To add someone as your health care proxy, visit Share MyRecord or log in to MyChart, navigate to “Account Settings” and select “Friends and Family Access.” This trusted individual, can view your test results, upcoming appointments, medication and notes from your health care team.

In some instances, your virtual-visit health care provider may recommend you go to the nearest Ohio State Emergency Department or Ohio State Urgent Care location for further care and treatment.

BroadbandOhio – the state’s office dedicated to improving access to high-speed internet – is maintaining a list of public hotspot locations, many of which can be accessed just sitting in a car in the parking lot. Here’s a list of locations and companies offering this service.

While you can use cellular data to conduct a video visit, we recommend using a strong wireless internet connection for optimal video streaming and communication with your doctor. Please note: cellular data rate charges from your carrier may apply if using cellular data.

If you are having trouble downloading the MyHealth app to your smartphone, often the issue is not enough memory on your phone. You may need to uninstall other apps on your phone to allow for adequate space.

There are two common reasons you may not be able to log in to MyChart:

• You have an account, but forgot the password. Try resetting your password, by clicking “Forgot Username" or "Forgot Password” (located on the log-in screen) and following the prompts.
• You have not yet set-up a MyChart account. To create an account, go the log-in screen and select “Create an Account” then follow the prompts. You can also view a step-by-step guide of how to create a MyChart account.
• If you are still unable to log in or sign up, please visit the MyChart Technical Support page, call 614-366-6975 or email MyChartTechSupport@osumc.edu.

When you first open the MyHealth app, you’ll be on the MyHealth home screen. To log in to MyChart you can:

• Click the Appointments icon at the top of the screen, log in to MyChart and go directly to view your existing appointments
• Click the MyChart icon at the bottom of the screen, log in to MyChart and go to the MyChart home screen

View our step-by-step guide for how to do video visits in the MyHealth app.

Your provider's office will give you instructions at the time your video visit is scheduled. If you can't find the appointment information when logged into MyChart, you may need to contact your provider’s office to confirm that your video visit has been scheduled as a telehealth appointment.

If you experience a technical issue, including issues with your password or logging in, please visit the MyChart Technical Support page, call 614-366-6975 or email MyChartTechSupport@osumc.edu. Please note that the technical support team is only available from Monday - Friday 7 am - 6 pm, except for holidays.

We understand that technology can be intimidating and confusing. Remember, you can designate a trusted loved one to have proxy access to your MyChart account. Your health care proxy can help you get prepared for your video visit.

You can give a trusted individual access to your MyChart account. This person, known as a health care proxy, can view your test results, upcoming appointments, medication and notes from your health care team.

To add someone as your health care proxy, visit Share MyRecord or log in to MyChart, navigate to “Account Settings” and select “Friends and Family Access.”

Using a mobile device, smartphone or tablet for your visit?

View our step-by-step guide for how to do video visits in the MyHealth app.

Using a desktop or laptop computer for your visit?

View our step-by-step guide for how to do video visits in MyChart.

For questions about your appointment or medical care please call your doctor’s office directly. Your provider may be able to offer you a telephone visit instead.

If you experience a technical issue, please visit the MyChart Technical Support page, call 614-366-6975 or email MyChartTechSupport@osumc.edu. Our staff is available to assist you Monday – Friday, from 7 a.m. to 7 p.m. ET.