Steps to a successful virtual visit

HealthPartners virtual visits offer the same level of care you’ve come to expect from us, combined with the convenience of being able to join your appointment from the comfort of your home or wherever your day takes you.

Simple steps to a successful video visit

Follow these simple steps to make sure you are ready for your visit.

Step 1: Complete mobile check-in
Within a few days of your appointment, you will receive a reminder to check in for your appointment. Taking a few minutes to complete this check-in well before your appointment helps your care team prepare for your appointment.

Step 2: Test your device
Save time and frustration by making sure your device is compatible with the video visit system and set up properly in advance of your appointment.

Conduct the video visit tech check on the device you plan to use during your appointment.

Video visits require you to use the device’s default internet browser – Safari for Apple devices and Chrome for Android devices. If you are not using the default browser on your Apple or Android device, you will see a message on the page that opens when you click your visit link, prompting you to change to the correct browser.

Step 3: Join your visit
About an hour before your scheduled appointment, you will receive an email or text message with an encrypted link to join your visit.

When you are ready, there are two easy ways to join your appointment:

  1. Click on the link in the text or email sent just prior to your appointment
  2. Access your appointment through your HealthPartners online account.

However you choose to join, you’ll be prompted to conduct the tech check. After your tech check, you’ll enter a virtual waiting room until your doctor is ready to start the visit. Once your doctor joins, you’ll receive a prompt to accept the session. Click on Accept to begin your video visit.

Please note: If you have issues joining or accepting the session, don’t worry. Your doctor or clinician will call you to connect by phone to provide troubleshooting assistance or offer the option of a phone visit.

Tips and tricks to make the most of your visit

Consider these tips and tricks to have the best possible experience during your video visit:

  • Join your visit from a quiet, well-lit location.
  • Consider wearing headphones for best sound quality and privacy.
  • Check your internet connection to make sure it is as strong as possible – speeds of 3Mbps download and 2Mbps upload are required for the best connection.
  • While in the waiting room, keep an eye out for the notification that your provider is ready to join – you’ll need to click Accept to start your visit.
  • If you miss the notification that your provider has joined, simply click the green Join Call button at the top of your screen.
  • Be sure your device is running the latest operating system.
  • If you get disconnected during your visit, you can rejoin by clicking the link again.
  • If you encounter technical issues or need assistance connecting to your video visit, please give us a call at 952-853-8888.
FAQs and troubleshooting

If your device has failed the tech check, there are a couple of things to check before joining your visit.

First, make sure you are using the supported browser for your device – Safari for Apple devices and Chrome for Android devices. You should also be using your device’s latest operating system. If you aren’t using the default browser or the latest operating system, adjust your device’s browser settings and run the tech check again.  

Second, check your mic and camera permission settings. You need to allow your browser to access your mic and camera in order to complete the tech check.

For Apple devices, these settings can be adjusted by going to Settings, then Privacy. Choose your microphone or camera to view a list of applications that have requested access, then make sure your browser has permission to use the mic and camera.

For Android devices, these settings can be adjusted by going to Settings, then selecting Microphone or Camera, and turning permissions to On.

Your internet speed may impact the quality of your audio and video connection during your video visit. If your connection speed is too low, you may not be able to see or hear your doctor or clinician. You may also not be able to connect to the video visit. There are many websites available to help you check your internet speed. We recommend using www.speedtest.net.

Complete a Tech Check before your appointment to make sure your connection speed is capable of supporting the visit.

If your internet speed is too slow, you will not pass the Tech Check. If you are unable to see the doctor’s image and hear the voice played during that step, it is most likely your internet connection is too slow. Recommended speed is download 3Mbps and upload speed is 2Mbps.

To maximize Wi-Fi speed, move as close to your router as possible and turn off any other devices connected to the network.

After you have joined the virtual waiting room, look for a notification that your doctor or clinician is ready to join the visit. When that notification pops up, you just need to click on Accept to begin the visit. If you miss the notification or join the session after your clinician is in the visit, simply click the Join Call button at the top of your screen.

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.

MINIMUM TECHNICAL REQUIREMENTS

Web Browser Requirements (Clinical Portal & Enterprise/Fleet)

SUPPORTED WEB BROWSERS

OS Platform Web Browser Unsupported
Windows 10+
Chrome (last 3 versions)
Edge Chromium (last 3 versions)
IE11 (Amwell Electron Plug-in required)**
Opera
Firefox
Mac 10.14+ Safari (last 2 versions)***
Chrome (last 3 versions)
Edge Chromium
Opera
Firefox
Chrome OS not supported Chrome

SUPPORTED MOBILE OPERATING SYSTEMS, DEVICES, AND BROWSERS

Mobile Operating System Devices Mobile Browser
iOS 13.1+ iPhone 7 (and newer) Safari (last 3 versions)
iPad OS 13.1+
  • iPad 7/8/9
  • iPad Pro Gen 4/5
Safari (last 3 versions)
Android 9.0+*
  • Samsung S8 (and newer)
  • Samsung Galaxy Tablet S6/S7
Chrome (last 3 versions) – Samsung browsers are not supported.

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 Begin video visit.
  6. Position your camera at eye level so the clinician can see you during the visit.

Complete a Tech Check before your visit. If starting your visit through your online account or from the link in the text or email, you will automatically be asked to complete this step prior to entering the virtual waiting room.

No app is needed to join a video visit. Please note: if you have used the AW Touchpoint app to connect to previous virtual visits, that application will no longer work for future visits.

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.

If a video visit isn’t an option for you, phone visits are available. To schedule a phone visit, call your clinic like you would if you were setting up a routine appointment.

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:

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