How to use. Your One Medical Membership

Transcription

1 How to use Your One Medical Membership

2 One Medical Group is a doctor s office that treats you differently. Now that your employer has established a partnership with us, you can join our practice for free. When you do, you ll gain access to our entire medical team and resources designed to help you live a healthier, happier life. Here are some FAQ s to help you get started with One Medical and make the most of your membership. Have further questions? Simply us at [email protected], and we ll be happy to help.

3 Table of Contents FAQs about One Medical Why Should I Join One Medical? How is One Medical different from other doctor s offices?... 4 What specialty services do you provide? Do you offer gynecology appointments? Pediatric care?... 4 Should I sign up now, or wait until I get sick?... 4 I already have another primary care provider that I d like to continue seeing. Can I still use One Medical for other healthcare needs?... 5 How Do I Become a Member? How do I register for membership at One Medical?... 6 How do I take advantage of my company discount if I m already a member?... 6 My company extends the One Medical benefit to domestic partners and/or dependents, how do they register?... 6 I just signed up / renewed with One Medical, and now my company is paying for membership. How can I get my personal payment refunded?... 6 Which office should I choose?... 6 How do I choose who to see at One Medical?... 7 Do I need to select One Medical as my Primary Care Provider (PCP) through insurance?... 7 How Do I Get Care? How do I schedule an appointment?... 8 I can t find an appointment online and need to be seen now. What should I do?... 8 How do I take care of lab work (i.e. blood draws)?... 8 How will I be charged for care at One Medical?... 8 What if I m out of town and get sick or injured?... 9 What services are offered through the mobile app?... 9 What number should I call to receive 24/7 care?... 9

4 Why Should I Join One Medical? Q: How is One Medical different from other doctor s offices? A: We believe that the best healthcare results from spending more time with patients and treating them as individuals, not a collection of symptoms. We provide care that fits your schedule by offering same and next-day appointments that start on time and multiple ways to access care on-the-go. Here are just a few of the services that set us apart: Same and next-day appointments that start on time Direct access to your provider Online and mobile appointment booking, virtual care, and Rx renewals Quality health care professionals that take the time to listen 24/7 access to our Virtual Medical Team On-site lab services Q: What specialty services do you provide? Do you offer gynecology appointments? Pediatric care? A: At our core, we re a primary care practice committed to delivering high-quality, comprehensive care. Our providers have expertise in many different areas and can treat a wide variety of needs, from stress/anxiety to allergies and skin issues to sports injuries. We see patients ages 14 and up, and offer appointments that range from short visits for urgent needs to longer visits for annual physicals and Pap tests. At select locations, we offer some specialty services, including acupuncture, mental health, nutrition, and naturopathic medicine. We also have relationships with specialists in the area and can refer you to an in-network specialist for anything that can t be taken care of on-site at One Medical. Q: Should I sign up now, or wait until I get sick? A: We recommend establishing care now, so that our team can get to know you and better care for you if something comes up. In addition, once you become a member, you ll be able to take advantage of our 24/7 virtual care offerings. Our Virtual Care team is always available Page 4

5 if you need advice in the middle of the night, and as a member, you can also use our mobile app to request treatment for common issues. And of course, if it s been more than a year since your last annual physical, consider booking one with us today. This will allow you to establish care with a provider, benchmark where you are with your health and make sure you re performing at your best. Q: I already have another primary care provider that I d like to continue seeing. Can I still use One Medical for other healthcare needs? A: Yes, if you have a primary care provider who is not at One Medical, you can still take advantage of our services.* Once you re a member, you ll have a personal online account where your electronic records are housed and you ll gain access to our virtual care offerings. Here are a few ways you can use your One Medical membership: Extended hours: Book a visit with one of our providers if you can t get an appointment with your primary care provider when you need one. We offer extended hours during the week in many of our locations and some offices even offer Saturday office hours. On-site labs: Get blood drawn during our on-site lab hours. Visit onemedical.com for hours by location and make sure you bring your lab order from your primary care provider. Travel health: Prepare for upcoming travel. Complete the Pre-Travel Form in your online account and let our Travel Health Specialists get you ready for travels abroad. 24/7 care: Call our office 24/7 to speak with our Virtual Medical Team they can help you evaluate whether you need to come in for an office visit. Mobile app: Use the Treat Me Now feature in our mobile app to request treatment for common issues such as allergies and UTIs. * Some insurance plans particularly HMOs require that you declare a Primary Care Physician (PCP) to be your central point of care. If you have an HMO plan, you will need to declare a One Medical physician as your PCP in order for your insurance to cover the services you receive here. Page 5

6 How Do I Become a Member? Q: How do I register for membership at One Medical? A: First, request a set of activation instructions from your HR/Benefits team. The back page includes step-by-step instructions for using your company discount code to start or renew your membership. Once you are a member, you will have immediate access to our services and can book an appointment at your earliest convenience. Q: How do I take advantage of my company discount if I m already a member? A: When your One Medical membership is up for renewal, you ll receive an 14 days prior to your membership anniversary. At that time, follow the activation instructions from your HR/Benefits team and log into your One Medical account to renew your membership using your company discount code. Q: My company extends the One Medical benefit to domestic partners and/or dependents, how do they register? A: Domestic partners and dependents can follow the same activation instructions as you did. Your partner and/or dependents will need to register as individuals, which creates their personal medical records charts. Q: I just signed up / renewed with One Medical and now my company is paying for membership. How can I get my personal payment refunded? A: As a courtesy, we offer refunds upon request for memberships that started or were renewed 30 days prior to the effective date for your company s partnership with One Medical. To request a refund, [email protected] with your name, phone number, and date of registration. For verification purposes, our Client Services team will call you in order to process the refund. Q: Which office should I choose? A: You can access any of our offices and see any available provider, according to your needs Page 6

7 and preferences. Because your electronic medical records can be accessed anywhere, your care will be coordinated seamlessly. If you re on the road a lot, remember that we have over 30 offices across the country in Boston, Chicago, Los Angeles, New York, Phoenix, the San Francisco Bay Area, and Washington, DC. Q: How do I choose who to see at One Medical? A: View our providers bios at onemedical.com to choose a provider that s accepting new patients and looks like a good fit for you. Keep in mind that you can see multiple providers at One Medical, so you re welcome to see different providers until you find your best fit. If you d like our help selecting a provider that best matches your needs and preferences, call our offices and press 2 to reach our Membership Advisor team during normal business hours. Q: Do I need to select One Medical as my Primary Care Provider (PCP) through insurance? A: If you have an HMO plan, you will need to declare a One Medical physician as your PCP for insurance purposes. Ask your HR/Benefits team for detailed instructions regarding this process. If you have a PPO plan, you don t need declare a PCP through your insurance. We re happy to help you choose someone to see at our practice. Just call our office and press 2 to speak with a Membership Advisor. Page 7

8 How Do I Get Care? Q: How do I schedule an appointment? A: Schedule an appointment online or on the app. You can book an appointment with your primary care provider or search for the first available appointment with any provider if you need to be seen urgently. If you can t find an appointment time that works for you, feel free to give us a call, and we ll do our best to help. Q: I can t find an appointment online and need to be seen now. What should I do? A: Can t find an appointment that works for you? Feel free to give us a call, and we ll do our best to help. Some needs don t require an office visit. Remember that you can request treatment for common issues such as allergies and UTIs via Treat Me Now on the mobile app. Q: How do I take care of lab work (i.e. blood draws)? A: One Medical offers on-site, walk-in lab services no need for an appointment. Please check onemedical.com to see hours by location. Once a provider has placed a lab order in your chart, you can walk in during regular lab hours to get your blood drawn in the comfort of our office. Our staff will put you at ease, and get you on your way quickly. After we receive and review your results, we will you with our interpretation of the results and a copy of the report. Q: How will I be charged for care at One Medical? A: One Medical will bill your insurance for office visits and the like, and you ll be responsible for your regular co-pay and deductible just as you would at any doctor s office. Many of our virtual services are a free benefit of being a member. For example, there is no charge to your doctor or use Treat Me Now in the mobile app. If you re using our Travel Health Specialists, there will be a flat fee of $50 in addition to the cost of your vaccines and medications. Page 8

9 Q: What if I m out of town and get sick or injured? A: We pride ourselves on offering high-quality care with high access. You can see us in any of our offices. We have over 30 offices across the country in Boston, Chicago, Los Angeles, New York, Phoenix, the San Francisco Bay Area, and Washington, DC. If you re not near a One Medical location, you can use the mobile app to get care for common issues or renew prescriptions. And, you can call any of our offices and ask to speak with our Virtual Medical Team. We re available 24/7. Q: What services are offered through the mobile app? A: One Medical s free mobile app offers a telemedicine experience that is integrated with your overall health care. As a digital companion to your in-office services, the app enables you to access care whenever and wherever you may need it. Through the app, you can: Book appointments on-the-go Renew prescriptions Locate your nearest office and get directions Save a trip to the office by requesting care for common issues (i.e. allergies, UTIs) via the Treat Me Now feature Q: What number should I call to receive 24/7 care? A: To reach our providers at any time of the day, call your local One Medical office. A member of our administrative team will help direct your call. If you re calling after regular office hours, you will hear a phone message which gives you the option to reach a One Medical provider. If no providers are available, please leave a message and one of our providers will call you back within minutes. Boston: Chicago: Los Angeles: New York: Phoenix: San Francisco Bay Area: Washington, DC: Page 9