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Frequently asked questions

Overview of services

What is Gundersen VirtualVisit?
Gundersen VirtualVisit is a convenient, high-quality telehealth service for common medical conditions and illnesses. It is available 24/7, 365 days a year through Internet-enabled computers or mobile devices (Android/iOS).

Where can I use VirtualVisit?
Gundersen VirtualVisit can be used anywhere in the United States. It is not available internationally.

When can I use VirtualVisit?
Anytime. VirtualVisit is available seven days a week, 365 days a year, including weekends and holidays.

Do I need to create an account to see a provider?
Yes, before you can speak to a Gundersen VirtualVisit provider you need to create an account. We recommend that you set up your account now, so it's ready when you need it. Once you've created your account, you can use the mobile app or website using the same username and password.

Do I need to schedule an appointment?
No, VirtualVisit is designed for on-demand care. After you register and log in to VirtualVisit, providers who are available for a visit will appear on your screen. You can browse provider profiles and select who you want to see.

What happens if all available providers are seeing patients?
When using the web version, you will be placed in a virtual "waiting room" and notified by text message once a provider is available. Using mobile, you will receive a push notification if you are using another app. Please note that if you accept a phone call, you will be removed from the "waiting room" and push notifications will not work.

Can I use VirtualVisit for my child?
Yes, Gundersen VirtualVisit accepts patients, age 2 and older. Parents/guardians must log in using their own account and select a provider. You will be prompted to add your child's information to your account. Note: Parent/guardian accounts can be linked if the minor has had a previous visit with another parent/guardian.

Can I get a prescription via VirtualVisit?
Yes, VirtualVisit providers can prescribe medication that is relevant to your diagnosis and send it to the pharmacy of your choice. VirtualVisit providers cannot prescribe narcotic pain medications via video visit.

How long does a video visit last?
Video visits take about 20 to 25 minutes beginning to end, but you can always add time if you need to.

Is the VirtualVisit app secure?
Gundersen VirtualVisit uses secure, encrypted technologies that comply with all HIPAA regulations to keep your patient information secure.

Providers & medical records

Who are the providers who will see me in VirtualVisit?
VirtualVisit is staffed by Gundersen Health System and Online Care Group (OCG) providers. The OCG is a primary care practice with a national network of certified and credentialed providers who, on average, have 15 years of experience.

I need a primary care provider. Can I use Gundersen VirtualVisit?
Gundersen VirtualVisit is intended for non-emergent, urgent care needs. It is a convenient solution when you need to see a provider quickly, but it should not replace your primary care provider for ongoing wellness. To establish care with a Gundersen primary care provider, call (608) 775-0601.

Will the VirtualVisit providers have access to my medical record?
VirtualVisit is staffed by both Gundersen Health System and contracted providers from the Online Care Group (OCG). All staff will have access to the medical history that you provide in the VirtualVisit platform. Only Gundersen providers will have access to your electronic medical record.

Will my primary care provider see my VirtualVisit in my medical record?
Yes, if your primary care provider is part of Gundersen Health System, he or she will be able to see a note from your visit in your electronic health record.

Cost, billing & insurance

How much does a VirtualVisit cost?
A VirtualVisit is $59, payable at the time of the visit using a credit card, debit card or health savings account (HSA) card. This cost does not include any medications or follow-up care.

Will my insurance cover VirtualVisit?
Gundersen VirtualVisit is a covered benefit by Quartz. Please provide your insurance information during registration. You will receive a bill for any portion of the $59 that is not covered. Gundersen is working to add other managed care providers. Please contact your insurance company for details.

Can I submit an insurance claim on my own?
Yes, you can pull a claim receipt by logging into the website only and submit it manually to your insurance company. This function is not supported on the mobile app.

What if my condition requires a visit at the clinic?
If our providers cannot diagnose your condition via VirtualVisit, you will not be charged for your visit. Our providers will help you find a more appropriate place to receive care (e.g., ExpressCare, Urgent Care, Emergency Services).

Where will I see the charges for my VirtualVisit?
You will see charges on your credit card statement for Gundersen VirtualVisit. You can also pull a claim receipt by logging into the website.

what to expect

We've taken steps at all our locations to keep you and our staff healthy and safe. Here's what to expect when you visit us.

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