Members

Frequently Asked Questions

How Premier Virtual Care works?

Getting started

Great care is only a few clicks away.

Once your virtual visit starts via telephone or video, your virtual care provider will ask you a series of brief questions to help him/her understand the nature of your health concern and the best treatment options for you.

What to expect during your visit

Virtual visits typically last about 20 minutes. We will provide a summary of your visit online and we can also make arrangements for a follow-up appointment if needed. We can even help you find a new primary care provider. Any prescriptions your virtual care provider deems appropriate will be called in to your pharmacy. We do not prescribe narcotics, as these prescriptions are filled by your primary care provider.

Your medical information

If you have visited Premier Virtual Care previously, our providers can view the records for these visits. Your treatment summary will be posted to your secure online account after the visit, and can be accessed by you at any time. If you provide the name and phone number of your primary care physician practice, we will send a copy of your treatment summary to them directly.

How much does it cost?

The cost varies based upon your individual plan. Please view your member ID card to identify the name of your insurance plan to determine the price you will pay for using Premier Virtual Care.

Premier Health Employee Plan and Premier Health Business Value Plan members (Commercial Plans)

The cost is $35 copay, unless you have a Qualified High Deductible Health Plan (Health Savings Account – HSA). For members who have a Qualified High Deductible Health Plan (HSA) you will be subject to an up-front fee that will not exceed $55. The fee will be applied to your deductible and maximum out-of-pocket cost. If you have already met your deductible and/or out-of-pocket maximum, the difference between your cost share and the up-front cost you pay will be reimbursed to you.

Premier Health Advantage (HMO) Members (Medicare Advantage Plan)

The cost is your Primary Care Provider copay. This would be the same cost you would pay for an office visit to your doctor.

Premier Health Advantage Choice™ (HMO-POS) Members (Medicare Advantage Plan)

The cost is your Primary Care Provider copay. This would be the same cost you would pay for an office visit to your doctor.

Premier Health Advantage VIP (HMO SNP) Members (For members who have Medicare and Medicaid)

The cost is a $0 copay.

What can be treated?

Premier Virtual Care can treat a variety of minor illnesses. Common conditions include:

  • Acne
  • Allergies
  • Asthma
  • Athlete's Foot
  • Bladder Infection
  • Colds
  • Congestion
  • Constipation
  • Cough
  • Cuts
  • Dermatitis
  • Diarrhea
  • Eye Issues
  • Fever
  • Flu
  • Headache
  • Heartburn
  • Hives
  • Insect Bites
  • Nausea
  • Pink Eye
  • Rash
  • Scrapes and Bruises
  • Shingles
  • Sinus Symptoms
  • Sore Throat
  • Stomach Flu
  • Urinary Tract Infection in Adult Women
  • Vomiting
  • Yeast Infection
  • and much more...

Our virtual care providers will always assess your conditions individually and, based on your unique circumstances including the severity of the illness, may need to refer you for in-person diagnosis and treatment.

Who are the providers?

Premier Virtual Care is staffed by board-certified physicians and nurse practitioners who specialize in delivering quality and patient-focused care. With exceptional patient satisfaction ratings, these providers deliver excellence in virtual medicine.

How secure is it?

Premier Virtual Care collects only the patient information absolutely required in order to deliver our service effectively. Your personal information and visit details are confidential, protected under HIPAA law and regulations, and are protected in a secure manner.

Transmitted information is encrypted using Secure Socket Layer (SSL) technology. Your login credentials are securely collected and stored following industry standards for preventing others from determining your unique credentials.

Other Common Questions

Who is eligible for Premier Virtual Care?

This covered benefit is available to Premier Health Plan members.

Can I use Premier Virtual Care instead of going to my family physician?

Virtual visits should not replace a relationship with a primary care provider (PCP). If you don't have a PCP, we can help you find one. Use our Find-a-Doctor tool to locate a PCP in your area.

Can I use Premier Virtual Care when I am traveling?

Yes. Premier Virtual Care can be used if the state you are in has a licensed physician available. Currently, Premier Virtual Care has a licensed physician available in 21 states including: Arizona, California, Florida, Georgia, Illinois, Indiana, Iowa, Kentucky, Minnesota, Montana, Nebraska, North Dakota, Ohio, Oklahoma, Oregon, Pennsylvania, South Carolina, Tennessee, Utah, Washington and Wisconsin.

Can Premier Virtual Care prescribe medicine?

Yes. Commonly prescribed medications include:

  • Allergy Medications
  • Anti-nausea medications
  • Skin creams or ointments
  • Antibiotics, if indicated*

*We are committed to provide the highest quality medical care, including the most appropriate medications. The virtual care providers follow national healthcare guidelines for prescribing antibiotics. Antibiotics are only warranted in specific cases and can have side effects such as diarrhea, rash, or serious allergic reactions. Our providers only prescribe them when clinically appropriate.

Premier Virtual Care providers will not prescribe or refill controlled medications such as:

  • Narcotics (i.e. Oxycodone, Vicodin, Percocet, Codeine)
  • Anti-anxiety medications (i.e. Xanax, Valium, Ativan, Klonopin)
  • Stimulants (i.e, Adderall, Ritalin)

Premier Virtual Care providers will also not prescribe drugs for erectile dysfunction (i.e. Cialis, Viagra). This is a condition that should be assessed and managed by your primary care provider.

Can I use Premier Virtual Care for follow-up questions or prescription refills?

Premier Virtual Care is intended for minor illnesses only. It is not intended to deliver continuity of care; nor should it be used for prescription refills. If you need a prescription refill, we recommend you speak with your primary care provider. Short-term prescription refills for indicated conditions may be issued in some cases at the discretion of the virtual care provider.

Don’t have a Primary Care Provider (PCP)? We can help.

Use our Find-a-Doctor tool to locate an in-network PCP in your area.

How will the doctor be able to diagnose my symptoms virtually for things such as the flu or an ear infection?

In some cases, similar to an in-person office visit, a diagnosis can be made based on your medical history and the simple exam that is performed. However, in some instances, additional testing such as labs or x-rays may be needed. Virtual care visits work similarly. Our providers can do some exams through video, digital photos, and/or guiding you through certain self-exams, but virtual care is more limited than an in-person, “hands-on” exam. Virtual care is a way to quickly and conveniently consult with a clinician. In some cases, we can safely and accurately diagnose a condition virtually, such as rashes or an uncomplicated bladder infection. Other times, we may not be able to make a precise diagnosis, but we can guide you on how to manage your symptoms and educate you on when you may need further care. After your symptoms, have been assessed virtually, there will be circumstances where we feel the best and safest course of action is for you to schedule an in-person follow-up visit with your provider. We will advise you accordingly if that is the case.

What are the technical requirements for using Premier Virtual Care?

Our website requires the following internet browsers: Internet Explorer (v9 or higher), Chrome, Firefox, or Safari. You can access us by using the following video formats:

  • Skype
  • FaceTime (on iPhone, iPad or Mac)
  • Video chat

If you are not able to access the internet, our patient service representatives can assist you by phone 24/7 at 1 (844) 658-8317. TTY users call 711.

What is video chat?

Video chat provides a secure way to access a virtual care through our website using your webcam. When you select video chat, you can expect that:

  • You will have access to a private virtual exam room as soon as your request for care is submitted.
  • The provider will meet you in the virtual exam room once he/she is ready for you.
  • If the provider misses you, he/she will attempt to contact you using the backup phone number you provide.

How can I access video chat?

Video chat can be accessed from:

  • Windows computers
  • Mac computers (It is not supported on iOS devices and Windows phones; these users will have to use Skype or FaceTime)
  • Android smartphones
  • Tablets

Browser requirements are:

  • Chrome (v28 or higher)
  • Firefox (v23 or higher)
  • Internet Explorer (v10 or higher - to use video chat with Internet Explorer, you will be instructed to install a plug-in on first use)

Is my information secure?

Premier Virtual Care maintains the privacy and security of your personal information following industry standards (HIPAA).

Does the price vary depending on the treatment?

The price does not vary based on treatment. However, the price does vary based upon your individual health insurance plan. Please view your member ID card to identify the name of your insurance plan to determine the price you will pay for using Premier Virtual Care.

Premier Health Employee Plan and Premier Health Business Value Plan members (Commercial Plans)

The cost is $35 copay, unless you have a Qualified High Deductible Health Plan (Health Savings Account – HSA). For members who have a Qualified High Deductible Health Plan (HSA) you will be subject to an up-front fee that will not exceed $55. The fee will be applied to your deductible and maximum out-of-pocket cost. If you have already met your deductible and/or out-of-pocket maximum, the difference between your cost share and the up-front cost you pay will be reimbursed to you.

Premier Health Advantage (HMO) Members (Medicare Advantage Plan)

The cost is your Primary Care Provider copay. This would be the same cost you would pay for an office visit to your doctor.

Premier Health Advantage Choice™ (HMO-POS) Members (Medicare Advantage Plan)

The cost is your Primary Care Provider copay. This would be the same cost you would pay for an office visit to your doctor.

Premier Health Advantage VIP (HMO-SNP) Members (For members who have Medicare and Medicaid)

The cost is a $0 copay.

Can I make an appointment for Premier Virtual Care?

Premier Virtual Care is on-demand — there are no appointments. As soon as you request a visit, we arrange a visit with the next available provider. The average wait time once a request has been submitted is a wait time up to 30 minutes.

Will my physician receive my visit record?

If you provide us with your primary care provider's information, we will send them your visit summary to them directly.

The Premier Virtual Care provider will write a personalized summary that outlines the treatment recommendations and outcomes of every visit. This report is accessible at any time from your Premier Virtual Care account page.

How do I submit my bill to my insurance company?

Did you login to Premier Virtual Care using your Premier Health Plan member ID number?

  • If you answered YES to this question, then you DO NOT need to do anything further. If you login using your member ID number (this number is found on your Premier Health Plan insurance card) then the claim is processed and sent to us on your behalf. Again, you DO NOT need to do anything further.
  • If you answered NO to this question, then you will need to submit the claim to Premier Health Plan. Click here to Login to your Premier Health Plan member portal to access the claim form.

It's been a few days since my virtual visit, and I’m still not feeling well. Can I call back for a follow-up visit?

If you have had a virtual visit and are still not feeling well, our virtual providers are happy to conduct a follow-up visit with you. If you are seen within 48 hours with the same chief complaint, you will not be charged for a new visit. If you are calling back outside of 48 hours or about a new chief complaint or condition, then you will be charged for the visit. For those follow-up visits that qualify for no charge, please phone the Patient Concierge at (844) 870-6821, TTY users call 711. If you create a visit through the website, you will be required to enter a credit card number and you will be charged. You should not attempt to follow-up with the provider you saw via FaceTime Messaging or Skype directly. Provider Facetime and Skype accounts are not monitored and messages sent to these accounts will not be received. Please call the Patient Concierge for follow-up requests 24/7 365 days a year.

Premier Health Plan offers the Premier Health Advantage (HMO), Premier Health Advantage Choice™ (HMO-POS), and Premier Health Advantage VIP (HMO-SNP) health insurance products. Premier Health Plan has a Medicare contract and an Ohio Medicaid contract. Enrollment in Premier Health Advantage, Premier Health Advantage Choice™, or Premier Health Advantage VIP depends on contract renewal. This insurance plan is underwritten by Premier Health Insuring Corporation. Premier Health Insuring Corporation does business under the name Premier Health Plan.

Hours of Operation

You may call our Member Services Department toll-free at (855) 572-2161 from 8:00 am to 8:00 pm, seven days a week. TTY users should call (855) 250-5604.

Our hours of operation change throughout the year. You can call us:

  • October 1 through February 14, seven days a week from 8:00 am to 8:00 pm
  • February 15 through September 30, Monday through Friday from 8:00 am to 8:00 pm, and Saturday from 8:00 am to 3:00 pm This information is not a complete description of benefits. Contact the plan for more information. Limitations, copayments, and restrictions may apply. Benefits and/or copayments/co-insurance may change on January 1 of each year. The provider network may change at any time. You will receive notice when necessary.

Co-pays may vary based on the level of Extra Help you receive. Please contact the plan for further details.

Nondiscrimination Notice

Premier Health Plan complies with applicable federal civil rights laws and does not discriminate on the basis of race, color, national origin, age, disability, or sex. Premier Health Plan does not exclude people or treat them differently because of race, color, national origin, age, disability, or sex.

Premier Health Plan:

  • Provides free aids and services to people with disabilities to communicate effectively with us, such as:
    • Qualified sign language interpreters
    • Written information in other formats (large print, audio, accessible electronic formats, other formats)
  • Provides free language services to people whose primary language is not English, such as:
    • Qualified interpreters
    • Information written in other languages

If you need these services, contact the Civil Rights Coordinator.

If you believe that Premier Health Plan has failed to provide these services or discriminated in another way on the basis of race, color, national origin, age, disability, or sex, you can file a grievance with: the Civil Rights Coordinator, 110 N. Main St., Suite 1200, Dayton, OH 45402, (844) 789-8050, Fax: (937) 223-9683, CivilRightsConcerns@PremierHealth.com.

You can file a grievance in person or by mail, fax, or email. If you need help filing a grievance, the Civil Rights Coordinator, is available to help you. You can also file a civil rights complaint with the U.S. Department of Health and Human Services, Office for Civil Rights electronically through the Office for Civil Rights Complaint Portal, available at https://ocrportal.hhs.gov/ocr/portal/lobby.jsf, or by mail or phone at: U.S. Department of Health and Human Services, 200 Independence Avenue SW., Room 509F, HHH Building, Washington, DC 20201, 1–800–368–1019, (800) 537–7697 (TDD).

Complaint forms are available at http://www.hhs.gov/ocr/office/file/index.html.

Translation Services

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Disclaimers

Learn more about Premier Health Plan's nondiscrimination notice.

H3233_18_4037 Pending CMS Approval
Last Updated: 12/29/2017