FAQ

What is NowClinic® online services?

NowClinic is health care from local providers delivered online or over the phone. NowClinic is a 24/7 online service that allows members, dependents and children to connect with health care professionals (a.k.a. “providers”) through secure webcam, chat, mobile or phone. Interaction is at the member’s convenience, 24/7/365.

Members can utilize NowClinic for acute and common care (e.g. cold, flu, sinusitis). Providers can diagnose, prescribe as appropriate (non-controlled substances only), and offer educational content and self-care plans.

Where are NowClinic online services available?

To learn where NowClinic is available, please visit the Locations page.

When is NowClinic online care available?

NowClinic online services are available 24 hours a day, seven days a week, 365 days a year.

How long is one session?

The standard online/phone visit is ten minutes long. The provider has the option to extend the visit at no additional charge to the patient. Most NowClinic online visits are completed within the initial ten minutes.

Does everyone in my family need their own account?

Because this is a medical service involving personal health information, each person over the age of 18 (including dependents over the age of 18) must have a separate account.

How does NowClinic work?

1. Enroll by providing identifying information (e.g. first name, last name, date of birth); Input health insurance information and enroll dependents under 18.
2. Login or call using your unique member name and password established during enrollment; select provider.
3. Submit a request to connect and, while the provider is being notified, wait in the “online waiting room” and/or enter a phone number to receive a text when the provider is ready to meet--usually in less than 10 minutes.*
4. Consult with the provider via video and/or audio capabilities to discuss symptoms and options for care.
5. Receive a self-care plan, diagnosis and/or prescription**
6. When done, see the visit summary and cost of service; confirm credit card transaction for applicable coinsurance or deductible. In 1-2 days, the provider may contact the member for follow-up and closure.

When the session is over, you can share the visit notes with other providers (for example, your primary care provider) as appropriate. A complete record of each visit is kept for you, so you can go back and access it at your leisure.

To learn about what you need to operate NowClinic, visit How to Connect.

* Average wait time reported as of March 2015, but not guaranteed.
** Prescriptions exclude controlled substances, appetite suppressants, and lifestyle drugs. Video may be required for prescribing.

How does NowClinic online services work over the phone?

You need access to a computer to set up your user ID and password. Once your user ID and password have been established, call 1-877-550-1515 to access care. Once a provider has been selected, a member will be placed in an online waiting room. They can expect to wait from 5-10 min for the provider to review and accept the consultation via phone. Please note that video may be required for a prescription.

What languages are offered on NowClinic?

Some of the providers will speak another language and will also have the ability to access a language line to assist with translation.

What can I use NowClinic for?

Providers can assist with an assortment of needs related to:

• Allergies
• Asthma
• Athlete’s Foot
• Bladder infections/Urinary Tract Infections
• Bronchitis
• Cough/cold
• Diarrhea
• Ear Infection/Swimmer’s Ear
• Eye infection/Sty/ Pink eye
• Fever and chills
• Flu/Flu-like illness
• Gout
• Insect or spider bites
• Laryngitis
• Nausea
• Poison Ivy/Oak
• Ringworm
• Runny Nose
• Sinus infection
• Skin infection
• Skin Rash
• Sore throat
• Sunburn
• Viral illness

Do providers have access to my health information?

If you have provided your health history or other health information into the NowClinic system, you can make this information available to the attending provider. Having access to health information is important to providers and helps them provide timely, informed care. When you allow your provider to view your health information, he or she can provide more informed medical advice tailored to your specific health needs.

Can a provider prescribe medication as part of a NowClinic visit?

Yes. If the provider on NowClinic believes medication is warranted, he or she can write a prescription³ for non-narcotic medications (i.e. no controlled substances), which can be sent directly to your preferred pharmacy. Please note: some state laws require that a provider can only prescribe medication in certain situations and subject to certain limitations. Prescribing may require video.

Will I have a record of my NowClinic visit?

Yes, NowClinic maintains a complete record of your online visit, which is available to you for review at your leisure. You can also share your visit record with anyone you wish to, such as your primary care provider.

Does NowClinic online services accept my insurance?

NowClinic online services may be covered by your insurance. Please consult your employer or health plan for more details.

Can I pay for my NowClinic visit with an HSA, HRA, or FSA?

To determine whether the service and administrative fee portions of the payment may be covered by an HSA, HRA, or FSA, you should consult with your employer, health plan (e.g. benefits plan administrator), other appropriate advisor to confirm any details. Patients are responsible for maintaining appropriate documentation for any HSA, HRA, or FSA submissions.

How much does it cost to use NowClinic online services?

The cost for a standard ten-minute medical session varies by employer or health plan. The cost for a NowClinic visit is the same whether online or by phone, and regardless of the time of day or day of the week. Please consult your employer or health plan for more details.

How do I pay for a NowClinic visit?

Paying is simple and will occur at the time of your visit. NowClinic accepts major credit cards (Visa, MasterCard, American Express or Discover) and some debit cards.² Debit cards must have a major credit card logo and must not require a PIN number for use.

How does NowClinic protect the privacy of my health information?

We are very sensitive to privacy issues. As with an in-person office visit, each NowClinic visit is in full compliance with the privacy and security protection afforded to you under the Health Insurance Portability and Accountability Act (HIPAA).

I’m having troubles with my account or registering. What should I do?

If you are experiencing any trouble, please give us a call or send us an email so we can help with your specific issues. Consumer Customer Support contact information is: 877-550-1515 or nowclinicconsumersupport@customerelation.com