Providence Express Care Virtual FAQ

Providence Health & Services is pleased to partner with PEBB to bring eligible members a new way of taking care of your health. Get the care you need that's fast, convenient and affordable with Express Care Virtual, an online, on demand and worksite telehealth solution. Following are answers to commonly asked questions about Express Care Virtual and information about the unique, quality care it offers you, your colleagues and your enrolled, eligible family members. 

Q. What is Express Care Virtual?

A. Express Care Virtual is a telehealth solution designed to make health care convenient and easy to access. A board-certified Providence doctor or nurse practitioner meets with you face-to-face through secure video technology using your computer, smartphone, or tablet or from one of our worksite locations. He or she can diagnose and treat minor medical concerns, such as colds, flus, and allergies, even prescribing medication or lab work, if needed.

Q. What are the benefits of using Express Care Virtual services?

A. Express Care Virtual offers real-time health care visits to treat your minor medical concerns. It's fast, easy to use, convenient and flexible. Visit with a Providence nurse practitioner or doctor where you want, wherever you have Internet access. This service is provided at no charge to PEBB members enrolled in Providence Choice or PEBB Statewide and eligible family members. It saves you time and money, helping you feel better faster.

Q. What health conditions does Express Care Virtual treat?

A. Express Care Virtual can assess, diagnose and treat many health concerns:

Cold, cough, & allergy
Flu
Pinkeye & stye
Acne
Skin & nail issues
Yeast infection
Burn & sunburn
Ear pain
Low back pain
Bladder infection
Cold sores & fever blisters
Breast infection
Joint pain
Injuries
Digestive issues
Wellness needs
Children's health issues

See a list of conditions treated by Express Care Virtual 

Q. What if my condition can't be treated during my Express Care Virtual visit?

A. If the Express Care Virtual provider cannot treat the condition virtually, he or she will refer you to the appropriate care for you based on your coverage and clinical need. The Express Care Virtual provider can assist you with scheduling an appointment with your primary care provider. If you don't have a primary care provider, the Providence Resource Line can help connect you with a local primary care provider. If a provider finds a more serious condition, he or she would direct you to appropriate care.

Q. What is the cost for a Express Care Virtual visit?

A. Express Care Virtual visits are covered by PEBB at this time for Providence Choice and PEBB Statewide members. There are no costs to you for a visit. If the provider finds that you need a prescription or lab work, you'll be responsible for the cost of the prescription or lab work based on your plan's benefit.

Q. Who can use Express Care Virtual?

A. PEBB members and their dependents enrolled in a PEBB health plan who live near, work at or visit select Express Care Virtual worksite location can use Express Care Virtual at work at no cost. Plus, eligible members – regardless of where they work or live – can access health care securely through their personal computer, laptop or smartphone. The service is not available to state employees who opted out of or declined PEBB medical coverage, retired state employees, or COBRA-covered state employees. Costs for Express Care Virtual vary depending on your PEBB medical plan. See your plan’s benefit summary for coverage information.

Q. Can my spouse or domestic partner use the web and mobile version of Express Care Virtual?

A. Yes. Your spouse, domestic partner and dependents can access Express Care Virtual services through the web or mobile app.

Q: How do my enrolled children use Express Care Virtual?

A: If your children or enrolled minor dependents are covered by either the PEBB Statewide or Providence Choice plan, when you access Express Care Virtual, simply select your dependent from a list of names when prompted.

If your children or enrolled minor dependents are covered by another insurance carrier, you'll need to add them to your Express Care Virtual account before they can use Express Care Virtual services:

  • Log in to Express Care Virtual and click on "My Account" at the top of the home screen
  • Select "Edit Profile"
  • Scroll to the "Minor Dependents" section and click "Add"
  • Enter the required information
  • Log out of your account, then log back in with your same username and password
  • Your children will now be listed under your name, and you may select the child needing a Express Care Virtual visit

If you have questions about eligibility or adding a dependent, please call Express Care Virtual at 855-229-6460.

Q. Where can I (or my dependents) access Express Care Virtual services?

A. There are several physical Express Care Virtual worksite locations throughout Oregon:

  • The Labor and Industries Building in Salem
  • The Eastern Oregon Correctional Institution in Pendleton
  • The Two Rivers Correctional Institution in Umatilla
  • The Snake Rivers Correctional Institution in Ontario, Oregon

Services at most of these locations are available Monday through Friday from 8 a.m. to 8 p.m. and Saturday and Sunday from 9 a.m. to 5 p.m. Pacific time. Snake Rivers Correctional Institution operates Monday through Friday from 9 a.m. to 9 p.m. and Saturday and Sunday from 10 a.m. to 6 p.m. Mountain time.

Q. What if I don't work at, live close to or visit a worksite where there's a Express Care Virtual clinic, can I use the service?

A. Yes. You can access Express Care Virtual anywhere you have Internet access – from your computer, laptop or smartphone. Have an on demand visit using secure video conferencing with a Providence nurse practitioner or doctor. Services are available Monday through Friday 8 a.m. to 8 p.m. and Saturday and Sunday 9 a.m. to 5 p.m. Pacific time.

Q. How can I access care from a Express Care Virtual worksite location?

A. For a worksite visit, schedule a same-day appointment online or by calling 855-229-6460. If you schedule your appointment late in the day, your appointment most likely will be scheduled the following business day. After you schedule your appointment, visit the Express Care Virtual room located in the facility you selected. When it's time for your appointment, enter the room if vacant. If the room is occupied at your appointment time, we ask for your patience as the previous appointment may have run long. Once inside, your provider will appear on the screen and your visit will begin.

Q. How can I access care from Express Care Virtual through the Web?

A. Enroll in and access Express Care Virtual online. Once you enroll, you'll be set for a visit when you need one.

You can also access Express Care Virtual services from your tablet or smartphone. Once you enroll, access the service through a Express Care Virtual app found in the Apple Store or Google play. Follow the onscreen instructions for pairing your smartphone to your Express Care Virtual account.


Q. What specific devices does the Express Care Virtual mobile app support?

A. The mobile app is supported on most iOS and Android devices, including iPhone 4S and higher (running iOS 6.0 or higher), most Android phones running Gingerbread v2.3.3 or above, and iPad 2nd generation or newer. See additional information for full details on all supported devices.

Q. Can I schedule an appointment?

A. Yes, but only if you want to receive Express Care Virtual care from one of the four worksite locations. If you are accessing Express Care Virtual through the Web, scheduling a future appointment isn't available. The Web service is designed for on demand care. Schedule a worksite appointment or call 855-229-6460.

Q. How do I access an on demand visit?

A. After you register and log in to Express Care Virtual, the providers who are available for an on demand video visit will appear on your screen. Under the available provider, select the green "Connect" button. If there aren't providers available, you'll be placed in a "waiting room" and be informed of your approximate wait time. At this point, you can request that a text be sent to you once a provider is available.

Q. Who will provide the health care service?

A. Licensed, board-certified Providence health care professionals provide Express Care Virtual services. 

Q. How long has Providence been providing telehealth services?

A. Since 1995, Providence has supported members in a similar way with ProvRN, a 24-hour nurse advice line. Express Care Virtual is a new and innovative care model that was introduced to PEBB members in early 2012.

Q. How will I know that my visit is private and secure?

A. Providence and PEBB honor your privacy. Express Care Virtual worksite location rooms have locks to secure the door during your visit. Whether you are accessing care from a worksite location or the Web, each Express Care Virtual visit uses secure technology, encrypting all communication over the Internet. In addition, Express Care Virtual is compliant with all HIPAA regulations. See our Notice of Privacy Practices.

Q. Can my employer or manager access details of my Express Care Virtual visit?

A. No. Your health information is secure and confidential. The names and details of individual Express Care Virtual visits are not shared with PEBB or your employer.

Q. Can I use Express Care Virtual when I travel?

A. Yes. Express Care Virtual providers are currently licensed in Oregon, Washington, Montana, Idaho and California, so Express Care Virtual is available to you when travelling in any of these states.

Q. Will I receive an after-visit summary?

A. Yes. You will receive an after-visit summary via secure email to the email account we have on file for you. Your after-visit summary will provide details of your visit, instructions received from the clinician, including prescriptions or lab orders, and any additional information you need if your condition doesn't improve. You’ll also receive a very brief survey asking about your Express Care Virtual experience. We encourage you to complete this brief survey, so we can improve the service for you and others.

Q. Can I see my after-visit summary at a later time?

A. Yes. For Providence members, information about your Express Care Virtual visits will be incorporated into a MyChart health record.

If you're already a MyChart user, Express Care Virtual visit information will be added to your existing health record. If you have not used MyChart before, you can register for a MyChart account. When you log in to MyChart you'll gain access to your new MyChart health record that will be created for you and will include all of your Express Care Virtual visit information.

Q. Will my primary care provider be notified about my telehealth visit?

A. Yes, but only when you choose to share this information. During your visit, you will be asked if you want a copy of your after-visit summary to be shared with your primary care provider, including non-Providence providers. If you choose to share your after-visit summary, Express Care Virtual will fax or electronically transmit your after-visit summary. You may also decide not to share this information. The choice is yours.

Q. How can I learn more about Express Care Virtual?

A. Visit the Express Care Virtual website for PEBB members.