Virtual Visit - Frequently Asked Questions

What is Carolinas HealthCare System Virtual Visit?

Carolinas HealthCare System Virtual Visit provides live access to a Carolinas HealthCare System medical provider via a camera-enabled tablet, smart phone or computer 24 hours a day, seven days a week.

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Who is eligible to use Virtual Visit?

Most anyone is eligible to use Virtual Visit. You must be located in North Carolina at the time of visit. Dependents under the age of 3 and ages 13 through 17 years are not eligible to participate.

For questions about Virtual Visit or to schedule an appointment with a Carolinas HealthCare System provider, call Virtual Visit support at 855-438-0010.

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How is Carolinas HealthCare System Virtual Visit different from other virtual services?

Other virtual services require you to schedule an appointment to access virtual care with a provider. With Carolinas HealthCare System Virtual Visit, no appointment is necessary. You just need an internet connection to speak in real-time to a provider within Carolinas HealthCare System. Your virtual visit will also be added to your electronic medical record, so your primary care doctor may connect with you seamlessly if follow-up care is necessary.

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How do I access care?

Carolinas HealthCare System Virtual Visit can be accessed from CarolinasHealthCare.org/VirtualVisit, or you may download the free mobile app from your device’s mobile app store by searching for Carolinas HealthCare Virtual Visit. For questions, call 855-438-0010.

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Do I need to enroll to use this service?

Yes, enrollment is required before using the service. Enrollment takes only a few minutes and it is recommended you enroll before treatment is needed. For questions during the enrollment process, simply call 855-438-0010.

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Do I need to provide photo identification to use this service?

Yes, you will need a valid form of photo identification to use Carolinas HealthCare System Virtual Visit. Acceptable forms of identification include:

For questions call 855-438-0010 to speak with our Virtual Visit support team.

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What technology is required for Carolinas HealthCare System Virtual Visit?

As long as the device has a web camera and video capability, you may use a computer, tablet or smart phone. A mobile app is available for members using the iOS (iPhone, iPad or iPod Touch) or Android mobile platform.

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Can I use Carolinas HealthCare System Virtual Visit for emergency care?

No. If you need emergency care, please call 911.

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What conditions can be treated using Carolinas HealthCare System Virtual Visit?

You can participate in a Virtual Visit for a wide range of issues, including:

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What will happen during my visit?

Once you are enrolled, your Carolinas HealthCare System Virtual Visit begins with a few short questions about the reason for your visit and is followed by a brief session with a Virtual Visit representative who will confirm your personal information and your symptoms. You will then be connected to a provider who will evaluate your symptoms and discuss treatment options with you. Your appointment with a provider will typically last about 10 minutes.

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Do I need to schedule an appointment for a Carolinas HealthCare System Virtual Visit?

No. Visits happen in real time, when you need them.

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Is my visit private and secure?

Yes. The Carolinas HealthCare System Virtual Visit technology uses a patented system to ensure every visit is HIPAA compliant, secure and confidential.

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Who provides care during a Carolinas HealthCare System Virtual Visit?

Your visit takes place with Carolinas HealthCare System Urgent Care medical professionals.

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Can I get a prescription if needed

Yes, medications may be prescribed if the provider decides this is an appropriate course of treatment. Certain controlled medications may not be prescribed through Carolinas HealthCare System Virtual Visit.

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Where can I use Carolinas HealthCare System Virtual Visit?

Carolinas HealthCare System Virtual Visit is currently available to eligible members who are physically located in North Carolina at the time of care.

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How do I access care for my dependents?

You will need to enroll and use your own account to enroll dependents who are 12 years of age and younger. Dependents who are 18 years of age and over should create their own account.

Once eligile dependents have been enrolled, they are ready for a visit. You may initiate a visit for dependents by logging into your account from CarolinasHealthCare.org/VirtualVisit or the mobile app. After logging in, there is a drop-down list to select the proper account. Select which dependent the visit is for, and click continue.

Dependents under the age of 3 and ages 13 through 17 years are not eligible to participate.

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What will Carolinas HealthCare System Virtual Visit cost?

Becoming a member of Virtual Visit is free. Real-time access to a medical provider through Virtual Visit is $49 per visit. If the Virtual Visit is sponsored by your employer, your price may differ from the standard $49.

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How can I pay for my visit?

Be prepared to pay for your Virtual Visit with a credit card at the time of the visit. You will be asked to enter your credit card information when you initiate the visit. The process is quick and easy and allows you to speak with a healthcare professional any time, any day of the week.

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Where can I get more information?

Visit CarolinasHealthCare.org/VirtualVisit or call 855-438-0010 to speak with our Virtual Visit support team.

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