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OU Medicine Virtual Visit FAQs

What is a virtual visit?

A virtual visit is a face-to-face encounter with a physician or specialist through a smart phone, tablet or personal computer. Virtual visits allow patients to receive care from the comfort of their homes. Providers will be able to check how you are doing, diagnose any problems you have and prescribe treatment through video. Videos are not recorded or saved, and are HIPAA compliant.

Who are the doctors performing the virtual visits?

Virtual visits are available at OU Medicine with approximately 800 providers on the OU Health Sciences Center (Oklahoma City) and Tulsa campuses in the majority of clinical specialties. As the largest physician group in Oklahoma offering virtual visits, you are able to connect with the expert you need through the convenience of an online visit. To check if your physician is available for a virtual visit, please call your clinic.

In addition, all virtual visits are performed by OU Medicine physicians, located either in Oklahoma City or Tulsa, depending on your preference. If follow-up care is needed in person, you will be able to continue your care with the same physician.

How do I schedule a virtual visit with one of my existing doctors?

To schedule a visit, please contact the specific clinic and request a virtual visit. The clinic staff will send you information on how to download the OU Medicine Health Connect app and set up your account.

What if I don’t have an OU Medicine physician but would like to establish care with one/How can I set up a new patient appointment?

If you are not currently an OU Medicine patient, please contact the clinic you are interested in visiting and let them know you are a new patient requesting a virtual visit. The clinic staff will send you information on how to download the OU Medicine Health Connect app and set up your account.

How do I sign into my appointment?

CREATING YOUR ACCOUNT

  • Visit the App Store and download the OU Medicine Health Connect app or visit OUMedicineConnect.com.
  • Complete the sign-up process with your information. Select “Oklahoma” as the current location.
  • Select “No” insurance, as insurance information is not entered into the American Well system, but is collected and entered by our staff into the Electronic Medical Record for billing purposes.
  • Service key will be provided if applicable. If it has not been provided, leave field blank and select “Finish.”

FINISH YOUR ENROLLMENT & TEST EQUIPMENT

  • You will receive an email inviting you to join the provider’s clinic virtual waiting room. The information you receive will prompt you to complete enrollment prior to the appointment.
  • Choose a password and complete enrollment information.
  • Test video and audio functionality.

SIGN IN TO YOUR APPOINTMENT

  • Select the “Get Started” button in your email or log in to the OU Medicine Health Connect app and click on the calendar tab for your appointment details.
  • You will be prompted to login to your account.
  • Begin your appointment.

How much does a virtual visit cost?

Virtual visits are billed to your insurance plan similar to a regular in-office visit. Benefit coverage varies by insurance. There is not a copay or fee required to start a video visit. We will collect your insurance information and you may have a balance after the claim is processed. Most insurance plans cover virtual visits; check with your insurance provider if you have any questions.

Can I get my prescription refilled through a virtual visit appointment?

Yes, if your provider determines that a prescription is required, the provider will be able to electronically submit the prescription information directly to your pharmacy. There may be situations where your physician may need lab work for any medication refills and will discuss that with you on an individual basis.

What hours are virtual visits available?

Virtual visits are available Monday through Friday from 8 a.m. to 5 p.m., pending physician availability.

What equipment do I need to be able to have a virtual visit?

To have a virtual visit, you will need either a smart phone, tablet or personal computer with a web camera. Your device needs to be connected to the internet and/or have a strong Wi-Fi signal. You will also need either headphones or working speakers to conduct the visit.

Is virtual visit secure?

Yes, virtual visits are done through a HIPPA-compliant platform.

I don’t have access to a smart phone or a computer. What options do I have to visit with my provider outside of the clinic?

You may contact your physician’s office to discuss setting up a phone call with your physician.

Do you have a question that was not answered here?

Please contact OUMedConnect@ouhsc.edu or 405-271-2310.

I am experiencing an emergency. Is the virtual visit for me?

If you are having an emergency, please call 9-1-1 for immediate care.



Tips to having a successful Virtual Visit with OU Medicine Physicians:

Please make sure you:

  • Have successfully set up your OU Medicine Health Connect app and loaded your patient information and preferences at least three days before your scheduled virtual visit.
  • Check your junk/spam email folders if you have a Gmail email address.
  • Are in a quiet, private place for your scheduled virtual visit.
  • Are in a room with good lighting so your provider can see you.
  • Do not have your mute button on.
  • Make the most of your internet connection (close all other windows or other apps on the device you are using).
  • Have a full charge on your smartphone or computer. If not fully charged, please plug it in.
  • Let the clinic staff member who scheduled your call know if you require an interpreter on your call.
  • You can see the screen clearly and point the camera at yourself.
  • Have a pen and paper ready to take notes.
  • Ask your provider any questions you have about your care at the end of your visit.