Frequently Asked Questions
Franciscan Virtual Care is a platform — accessible by either a browser on your computer, or an Apple iOS or Google Play application on your smartphone — which provides you with a secure way to connect with a provider of your choice. Franciscan Virtual Care replaces alternative third-party applications with one seamless option to connect virtually with a provider. Whether using your desktop/laptop/tablet or your smartphone, Franciscan Virtual Care gives you the means to select a provider and connect directly for a private consultation through a video visit or phone-only connection. The platform puts the choice of care in your hands; allowing you to pick your provider, your means of connection, and the time and place that is convenient for you.
Currently Franciscan Virtual Care is live with Virtual Urgent Care services only.
Each Franciscan Virtual Urgent Care visit costs a flat fee of $35, always. There are no hidden fees or added charges. At the beginning of your virtual visit, the provider determines whether your health concern is appropriate for Virtual Urgent Care. If your situation is quickly determined to be inappropriate for Virtual Urgent Care, you will not be charged for the visit.
Franciscan Virtual Care is available to people of all ages located in all 50 states. However, visits for minors (under 18) must be initiated by a parent or guardian. Virtual visits are not available to those covered under a federal insurance program such as Medicare, Medicare Advantage, Medicaid or Tricare, unless you are specifically set up by your insurance plan administrator.
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, please contact us at 1-833-433-5928 or firstname.lastname@example.org and we can help you get a refund for your visit.
If you are calling back outside of 48 hours, or about a new chief complaint or condition, then you will be charged for your visit
In some instances, Franciscan Virtual Urgent Care can save you a trip to your family provider. 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.
After every virtual visit, the Franciscan Virtual Care provider will write a personalized visit summary that outlines the visit, treatment recommendations and outcomes which you can chose to share with your primary care provider at the close of the visit. This visit summary is accessible at any time from your Franciscan Virtual Care account page. This visit summary will also be electronically delivered to your Franciscan Medical Group or Harrison HealthPartners primary care provider.
Commonly prescribed medications include:
- Allergy medications
- Anti-nausea medications
- Skin creams or ointments
- Antibiotics, if indicated*
*We are committed to providing you the highest quality medical care. The virtual 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.
Franciscan Virtual Urgent 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)
Franciscan Virtual Urgent Care providers will also not prescribe drugs for erectile dysfunction (Viagra and others). This is a condition that should be assessed and managed with your primary care provider.
Franciscan Virtual Urgent Care is intended for minor illnesses only. It is not intended to deliver continuity care nor should it be used for prescription refills. If you need a prescription refill, we recommend you speak with your regular provider. Short-term prescription refills for indicated conditions may be issued in select cases within the virtual provider's discretion.
You can meet with one of our providers via phone or video chat. You can request video chat through the mobile app, or via our website or toll-free number.
Franciscan Virtual Urgent Care is an on-demand service — there are no appointments. As soon as you complete a request to connect with a provider through your mobile app or online portal, you’ll enter that provider’s online waiting room. Once the provider has reviewed the reason for your visit and any additional information you provide, you’ll be connected directly in a virtual exam room. Average wait time to a live connection with a provider is only 10 minutes!
Yes, Franciscan Virtual Urgent Care is available to residents and travelers in Washington state and across all 50 states. Virtual Urgent Care providers are licensed to deliver care wherever you are in the United States.
Most insurance plans do not cover virtual health services at this time, however a Franciscan Virtual Urgent Care visit is a qualified medical expense and you can typically use your Health Savings Account or Flexible Spending Account account to pay for it. A visit invoice that you can submit to your insurance plan for reimbursement will be available through the website portal for your Franciscan Virtual Care account after each visit. As insurance coverage varies widely among plans, Franciscan Virtual Urgent Care cannot guarantee reimbursement.
Most insurance companies have medical reimbursement or medical claim forms available on their websites. Claim processes differ among insurers, so please contact your insurance company's claim department directly. If your insurance provider confirms that they reimburse for telehealth visits, a claim receipt for your virtual visit will be available through the website portal. You’ll simply select Previous Visits from the My Records dropdown menu and choose the visit for which you’d like a claim receipt. Once that visit has been selected, there will be a link within the top section of the visit summary to a PDF receipt which you can submit to your insurance provider for reimbursement.
You can access Franciscan Virtual Care from several areas of our website and across multiple devices.
Follow these simple steps:
- Log in to your Franciscan Virtual Care account through the mobile app or on your browser.
- Browse the available providers to choose a provider you’d like to connect with and click “Start Visit” — or select “Get Started” under the See First Available section at the top of the practice page.
- Complete the intake process, progressing through the prompts to provide information to help your provider prepare for the visit.
- Once you’ve completed the intake process, you’ll be placed directly into the provider’s virtual waiting room while they review the information you provided. (If you are connecting through a browser on your computer, you may also be prompted to download a plug-in update to make sure the video connection will work.)
- While in the virtual waiting room you can request a notification prompt as soon as the provider is ready to connect, or you can watch the Getting Started video while you wait. Either way, you’ll quickly be connected with your provider in their virtual exam room to start your visit.
You can navigate directly into the virtual platform. Or, you can follow the simple steps in the previous question.
If you have a permanent address outside the United States and you are visiting a state in which we are licensed to deliver care, you are eligible to use this service. However, please note that certain credit cards issued by non-United States banks will not work on the platform.
If you are having issues enrolling in the platform, or issues connecting with a provider through your browser or mobile app, please call our dedicated telehealth support team at 1-833-433-5928. Our support team will help you troubleshoot any issues with the platform, or they will work to assist in connecting you with a provider over the phone.