Please note: Some devices are not compatible with video visits. At this time, these include A12 and A32 Samsung.

1. Check your network connection and connect to a Wi-Fi network if one is available.
2. Make sure you are using a supported browser on your laptop, computer, mobile phone or tablet.
3. Check your mic and camera permission settings. You need to allow your browser to access your mic and camera.

For Apple devices, these settings can be adjusted by going to Settings> Safari> Camera> Allow. Repeat the steps for the Microphone.

For Android devices, these settings can be adjusted by going to Settings> Privacy> Camera, then toggle the selector to “On.” Repeat the steps for the Microphone in the Privacy settings.

Mobile check-in is a separate step in the virtual visit process. A few days before your appointment, you will receive an email or text reminder to complete the mobile check-in process. During the mobile check-in, you’ll provide some basic information that your doctor or clinician will use to provide the care you need.

Connecting to your video visit is done just prior to your scheduled visit time in one of two ways: either by clicking the Join video visit button through your HealthPartners online account, or by clicking the hyperlink in the text message or email sent to you approximately one hour before your visit.

An online account is not necessary to join your video visit – we’ll send you a text or email within an hour of your appointment with a link to join. However, your doctor may ask you to provide additional information prior to your visit, which will require an online account. It’s easy to create one.

To join your virtual visit from your online account, sign in, then:

1. Click Appointments in the navigation/menu bar. On mobile devices, you’ll find Appointments under the Care Menu.
2. Click See upcoming and past appointments.
3. Locate your scheduled appointment and complete the check-in process before your appointment (Note: If you're already checked in for your visit, the Check-in button will not appear.)
4. Click Details.
5. Click on Join video visit.
6. Position your camera at eye level so the clinician can see you during the visit.
   

No app is needed to join a video visit.

While it is possible to join your video visit from a cellular connection, we recommend using Wi-Fi or a wired connection during your appointment. Cellular networks are unstable and may cause problems during the visit like choppy video or audio.

Video visits use secure, HIPAA-compliant technology. We never record any part of the visit. Your information and personal health concerns remain completely confidential and protected.

Patients who are between the ages of 13 and 17, or their parents, will receive an appointment link via text message or email sent to the contact information provided during the appointment scheduling process. At the time of the appointment, simply click on the link in the text or email to join the video visit.

To make the most of your video visit, we suggest joining from a quiet, well-lit location. Prop your phone or laptop at eye level so you can talk to your doctor without having to hold your device. Plug your device into a power source. Most importantly, feel free to share your health concerns and ask any questions you may have.

Video visits are covered by many insurance plans and billed the same as in-person visits. To be sure what your insurance covers, call the number on the back of your membership card.

Don’t have your card in front of you? Here are member services numbers to help you get started:

• HealthPartners: 800-883-2177
• Blue Cross and Blue Shield of Minnesota: 800-382-2000
• CIGNA: 800-244-6224 (insurance through work); 866-494-2111 (insurance directly or through the Exchange)
• Medica: 800-952-3455
• Medicare: 1-800-MEDICARE (1-800-633-4227)
• PreferredOne: 763-847-4477 (in the Twin Cities); 800-997-1750 (outside the metro area)
• United Healthcare: 877-842-3210

If you encounter technical issues or need assistance connecting to your video visit, please give us a call at 952-853-8888.