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Everything you need to know about your personal health visit.

In-Home — FAQs

There is no charge for a Personal Health Visit. Your health plan covers this visit as part of your benefits at no additional cost to you.

The health care provider who sees you during your Personal Health Visit will be a licensed nurse practitioner or physician assistant.

Your health care provider will talk with you about your medical history and perform a brief physical exam and specific lab tests (e.g., A1C blood sugar test) if needed. The visit typically takes up to an hour, and you can ask any health-related questions you may have.

 

Learn more →

We’ll share a summary of your visit with your primary care physician to support your ongoing care. Your information stays confidential and is not shared outside your care team without your permission. We encourage you to review the visit summary with your PCP at your next appointment.

Your Personal Health Visit can take place in the comfort of your own home, at a local clinic, or virtually from your home or another private location — whichever works best for you.

 

Schedule your visit →

To reschedule or cancel your in-home visit, call our scheduling team at 855-778-2766. If you need to manage your appointment online, log in to the Personal Health Visit Portal.

This is a legitimate benefit from your health plan, included in your coverage at no additional cost. Your health plan has arranged and paid for this visit — ComplexCare Solutions is a trusted partner working directly with your health plan to bring this benefit to you.

 

The clinician who visits is a licensed nurse practitioner or physician assistant. If you’d like to confirm this is part of your coverage, call the member services number on the back of your health plan card and ask about your Personal Health Visit.

Virtual Visit — FAQs

This visit is offered to you by your health plan at no additional cost to you.

Yes. ComplexCare Solutions is legally required to protect your health information under HIPAA, the federal health privacy law. This applies to both in-home and virtual visits. We keep your personal health information confidential and share it only with your health plan and your care team.

A Virtual Health Visit, also called a telehealth visit, is a real-time video or audio appointment with a licensed health care provider. You connect from your home or another private location using your phone, tablet or computer — no office visit required.

A Virtual Health Visit lets you meet with a health care provider online to discuss your health history, review your medications and ask any questions you have. This visit does not replace the care you receive from your primary care physician — it’s an additional benefit your health plan provides to support your ongoing care.

Please plan to join five minutes before your scheduled time. This gives you a moment to follow the link, enter the waiting room and get settled before the health care provider joins.

To reschedule or cancel your virtual visit, call our scheduling team at (855) 778-2766. If you need to manage your appointment online, visit the Personal Health Visit Portal.

Your visit must take place in a quiet, private location — your home is the best option. This means a space where you can speak freely, won’t be interrupted, and are not in a public setting.

 

Please avoid joining from places like a work break room, a parked or moving vehicle, a vacation rental or hotel, or any public space. If you’re unsure whether your location qualifies, please call us before your appointment to confirm.

 

Make sure your device is fully charged or plugged in before the appointment.

Virtual Visit — Technical Troubleshooting

You can join from a smartphone (iPhone or Android), tablet or computer. Click the link sent to you by email or text message. The link takes you directly to the waiting room, and your health care provider will start the visit at the scheduled time.

If you signed up for email notifications, search your inbox for “Virtual Health Visit.” Also check your spam or junk folder, as automated emails sometimes land there.

 

If you still can’t find it, or if you receive communications by text message, call our Technical Support line at 833-557-8334. Support is available daily, 8 a.m.–9 p.m. EST (10 a.m.–6 p.m. EST on holidays).

PC, laptop or iPad: No download needed. Just open the link in your web browser.

  • Click the link in your email (check your spam folder if you don’t see it), or
  • Type the link from your text message directly into your browser


iPhone: You’ll need to download the Google Meet app. Step-by-step instructions.

 

Android phone or tablet: You’ll need to download the Google Meet app. Step-by-step instructions.

Stay by your phone. Your health care provider will call you by telephone to help you reconnect to the video call.

 

You can also call our Technical Support line at 833-557-8334, available daily from 8 a.m.–9 p.m. EST (10 a.m.–6 p.m. EST on holidays).

Most modern browsers work fine — Chrome, Firefox, Microsoft Edge and Safari are all supported. Internet Explorer is not supported; if that’s your current browser, switch to Chrome or call us for help.

 

Not sure if your browser will work? Click the link from your email or text and see if it opens. If it doesn’t, try Chrome — it works for most people. If you’re still having trouble, call 833-557-8334.