Providence Health eXpress FAQ


Providence Health & Services is pleased to partner with PEBB to bring eligible members a new way of taking care of your health care needs. Get the care you need that’s fast, convenient and affordable with Providence Health eXpress, a worksite telehealth solution. Following are answers to commonly asked questions about Providence Health eXpress and information about the unique, quality care it offers you, your colleagues and your enrolled family members. You can also watch a video to see the service first hand, which is also available in Spanish.

Q. What is Providence Health eXpress?

A. Providence Health eXpress is a telehealth solution offered to you during business hours at your workplace. A trusted Providence health care professional will help assess and treat your medical condition using private, secure video conferencing.

Q. Why are PEBB and Providence Health & Services introducing this new service?

A. We are continually exploring innovative ways to offer convenient, quality care at rates that are affordable and sustainable. Introducing this pilot program has the potential to save you time and money, and save PEBB money, while keeping members healthy and at work – a win for both you and PEBB.

Q. What health care concerns will Providence Health eXpress treat?

A. Providence Health eXpress is equipped to take care of many health care concerns, including:

  • 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 services
  • Children’s services

More details are available.

Q. Who can use Providence Health eXpress?

A. Providence Health eXpress eligibility varies by locations. PEBB members and their dependents enrolled in either a Providence Health Plan or Kaiser Permanente Northwest medical plan who live in, work at or visit the Salem or eastern Oregon areas, can access no-cost services at the Labor and Industries Building, Eastern Oregon Correctional Institution or Two Rivers Correctional Institution. 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.

For questions about eligibility, please contact Providence Health eXpress by calling 1-855-229-6460.

Q. When and where can I use Providence Health eXpress?

A. There are three Providence Health eXpress telehealth locations to serve eligible PEBB members. Locations include:

  1. The Labor and Industries Building in Salem
  2. The Eastern Oregon Correctional Institution in Pendleton
  3. Two Rivers Correctional Institution in Umatilla. 
         Services are available Monday through Friday from 7:30 a.m. to 4 p.m.

Q. What are the benefits of using Providence Health eXpress services?

A. Providence Health eXpress offers same-day appointments to treat your minor medical concerns. It's fast, convenient and free to eligible PEBB members. Read what other employees are saying about this new service.

Q. What is the cost for using this service?

A. At this time, your Providence Health eXpress visit is free. However, if treatment consists of labs or prescriptions, you will incur any associated cost (meaning that your insurance will be billed). Your out-of-pocket costs for labs or prescriptions will apply according to your medical and prescription drug plan benefits. If you are referred to another provider, such as a physical therapist, those services will be covered according to your health plan benefits.

Q. Who will provide the health care service?

A. Licensed, board-certified Providence health care professionals will provide Providence Health eXpress services.

Q. How long has Providence Health Plan been providing telehealth services?

A. Since 1995, Providence Health Plan has supported members in a similar way with Prov RN, a 24-hour nurse advice line. Providence Health eXpress is a new and innovative care model that was introduced to PEBB members in early 2012.

Q. How can I make an appointment?

A. Schedule a same-day appointment online or by calling 1-855-229-6460. If you schedule your appointment late in the day, your appointment most likely will be scheduled the following business day. Our goal is to see you as soon as possible.

Q. How will I access and use Providence Health eXpress services?

A. After you schedule your appointment, visit the Providence Health eXpress room located in your facility. When it's time for your appointment, enter the room if vacant. If the room is occupied at your appointment time, please pick up the phone in the hallway and call Providence Health eXpress. Once inside, your provider will appear on the screen and your visit will begin.

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

A. Providence and PEBB honor your privacy. Providence Health eXpress rooms have locks to secure the door during your visit. Each Providence Health eXpress site uses secure technology, encrypting all communication over the Internet. In addition, Providence Health eXpress is compliant with all HIPAA regulations. See our Notice of Privacy Practices.

Q: How will I know that the Providence Health eXpress room is clean?

A: We follow all Providence cleaning policies – the same policies you’ll find at our hospitals and clinics, including routine daily cleaning protocols. If you find that the room needs immediate attention, please alert your provider. We have an on-call custodian available to take care of these situations. Disposable wipes and hand sanitizer are also available in the room for your convenience.

Q. What if my condition can't be treated during my Providence Health eXpress visit?

A. If the Providence Health eXpress provider cannot treat the condition virtually, he or she will assist you with scheduling an appointment with your primary care provider. If you don't have a primary care provider, the Providence Health eXpress practitioner can help connect you with a local primary care provider.

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

A. Yes. Providence Health eXpress will fax an after-visit summary to your primary care provider, if you identified one during your visit.

Q. Will I receive an after-visit summary?

A. Yes. You will receive an after-visit summary via secure email. This will be sent to the email address you provided to Providence Health eXpress when scheduling your appointment.

Q. Will Providence Health eXpress be available at other facilities?

A. Our goal is to expand this program to other state buildings, bringing the same service to your colleagues throughout Oregon. We will keep you informed about new locations as they become available.

Q. How can I learn more about Providence Health eXpress?

A. Look for information in upcoming PEBB communications. You also can learn more by: