Support
Getting Started
Learn how to create an account, find a doctor and make an appointment quickly. Click here to view the document
Popular Questions
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How do I create an account?
1. Click the Join Today link at the top of screen;
2. Complete the form. All fields marked with an asterisk are mandatory;
3. Enter the Security code you see in the image over the Terms and Conditions.
Example:
If you cannot read the text that is displayed, click on the image to generate another code.
4. Read the Terms and Conditions and select the box to agree to them;
5. Click the Submit button to access the Sign In page
You should then receive your sign in information by email;
6. To log onto your personal Hello Health homepage, enter your username and password and click Login;
TopHow do I find a provider?
Before you can make an appointment, you must first have at least one care provider in your team.
To find a provider
1. Click the Manage My Team menu;
2. Click the Add a Doctor sub-section;
3. Enter the name or part of the name of the care provider you want to add to your profile and click the Search button. You can also perform your search by Zip code;
4. From the list of results, click your chosen care provider’s picture to view details on the services offered;
5. From the provider’s detailed profile screen, you can subscribe to one of his/her membership plans, which will allow you to add this provider to your team and schedule appointments.How do I pay for a visit?
Each time you schedule an appointment, you will be asked to provide your credit card number unless you have already entered your payment card directly in your account.
When editing your account profile, you can enter your payment information. The credit card number is kept on file for future visits. Every time you schedule an appointment with your provider, it is charged to the credit card you specified.
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Does my insurance cover visits?
Most care providers on Hello Health are not affiliated with any insurance companies, in which case this depends on your own insurance plan.
If your plan allows you to see out-of-network providers, most – if not all – of your provider’s fees will probably be covered. We will ensure you have all the necessary receipts for your insurance company.
If your insurance plan does not allow you to see out-of-network providers, and if your Hello Health provider does not accept insurance coverage, you will have to pay your provider’s full fees.
If you have a high deductible plan, Hello Health is a perfect match. We will make sure you have all the necessary receipts for your insurance company.
Please keep in mind that no insurance company pays for email messages, IMs or video visits.
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How do I cancel an appointment?
If you need to cancel an appointment
1. On your personal homepage, select one of the Visits sections (All Visits by default);
2. Go to the appointment you want to cancel and click Cancel Visit;
3. A cancellation confirmation message appears. Click Yes.
Your appointment is now cancelled.
Please note that there may fees linked to appointment cancellation. If so, a message will appear and you will have the choice between going forward with the cancellation and keeping the visit in your schedule. -
Can anyone create an account on Hello Health?
Yes. The Hello Health platform is a great place to store your health information – you can log on from anywhere to see it.
Also, if there are currently no doctors on Hello Health in your area, we will surely let you know when a practice empowered by Hello Health opens up near your home.
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How do I contact my care provider?
In case of an emergency, immediately dial 911.
For urgent matters, call your provider’s office.
If you need to communicate with your provider for a routine matter or for any purpose that is not an emergency, you can send him or her a secure email message directly from Hello Health as long as you have a plan that includes email messaging. You can also schedule an appointment with your provider.
To email your provider (if included in your plan)
1. Click the View My Messages menu;
2. Click the Compose Message link;
3. Select the provider you are writing to in the To field;
4. Enter the Subject of your message;
5. Write your Message in the text box;
6. You can append a document to your message by clicking Add Attachment;
7. When you have finished writing your message, click Send.
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Can I email and ask for medical advice prior to seeing my doctor?
No. Doctors on Hello Health cannot provide any medical advice prior to your first in-person appointment.
If you already had an established relationship with your doctor before you started to use our platform then there should be no problem with communicating with him or her to ask for advice. -
Can I see a history of all my visits?
When you log on to your account, you can view the record of all your visits. The All Visits section is displayed by default. You can also click one of these sections to access your visits by type: Office Visits, Online Visits, Oldest, Newest.
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Can I link my Google Health account to Hello Health?
Yes. You can link your Google Health Account to Hello Health to share your health information with your provider and keep both profiles up to date.
To link your Google Health account to Hello Health
1. Click the My Profile top menu;
2. Click the Import/Export sub-section;
3. Click the Link Your Google Health Account button.
4. We will synchronize your Hello Health Record with Google Health every night to make sure both accounts are always in synch. -
Can I get prescriptions from my doctor?
Yes. Your doctor can manage prescriptions in two different ways with the system we use to generate them. He or she can:
· Print it and give it to you in person
· Transmit it directly to your pharmacy
You can let your doctor know your preferred way to handle prescriptions.
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How do I make an appointment?
To schedule an appointment, you must first add a provider to your team and subscribe to one of his/her membership plans.
To make an appointment
1. Click the Make an Appointment menu;
2. Click the down arrow on the What kind of visit? menu to display the list of visit types associated with the selected care provider and select one;
Please note that on your first visit with a care provider, you might have to schedule an office visit before getting access to other types.
3. Select your appointment date by clicking a day on the calendar that appears. You will not be allowed to select dates for which the chosen care provider is unavailable (lighter shade of blue when unavailable);
4. Select the time of your appointment;
5. In the How can we help you? field, indicate the reason for your appointment request;
6. Click Add attachment if you want to append a file to your request;
7. Click the Schedule button to confirm your appointment;
8. A confirmation screen will appear. You might be asked to provide your credit card number if you have not entered this information during the subscription process. If you choose to leave the fields blank, you will have to pay cash for the visit;
9. Click the OK button
10. You will then be directed to the All Visits page where you can view your personal list of visits.
Top -
How do I subscribe to a membership plan?
You must subscribe to a provider’s membership plan in order to make an appointment with him/her.
To subscribe to a membership plan
1. Click Manage My Team;
2. Click the Add a Doctor link and then enter the name of the provider you wish to add to your team. Click the Search button;
3. Click a provider’s row to view his or her profile information;
4. On the profile page, you will see the provider’s list of membership plans. Click the Subscribe link in the row of your chosen plan;
5. In the License Agreement screen, you can review the selected plan’s description and read the Terms and Conditions. Select the checkbox and click Submit to proceed to payment;
6. To complete your subscription to the service plan, you must enter your billing information in the Update Credit Card Information window;
Please note that if the plan you chose does not hold associated monthly fees, you will not be asked to provide your credit card information at this step.
7. Click the Save button to be automatically redirected to the My Team page.
The My Requests section displays the list of subscription requests that are pending approval. In some cases, the care provider must approve your subscription before you can set any appointment;
The My Team section lists your confirmed providers.
How do I contact support ?
Please fill out this form. or send us an email message at support@hellohealth.com.
Top
Questions By Topic
My account
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How do I create an account?
1. Click the Join Today link at the top of screen;
2. Complete the form. All fields marked with an asterisk are mandatory;
3. Enter the Security code you see in the image over the Terms and Conditions.
Example:
If you cannot read the text that is displayed, click on the image to generate another code.
4. Read the Terms and Conditions and select the box to agree to them;
5. Click the Submit button to access the Sign In page
You should then receive your sign in information by email;
6. To log onto your personal Hello Health homepage, enter your username and password and click Login; -
Can anyone create an account on Hello Health?
Yes. The Hello Health platform is a great place to store your health information – you can log on from anywhere to see it.
Also, if there are currently no doctors on Hello Health in your area, we will surely let you know when a practice empowered by Hello Health opens up near your home. -
What is included in My Profile?
Your profile contains the following information:
· Personal info
· Allergies
· Medical/Surgical info
· Medications
· Social habits
From this section, you can also export your personal health record to a PDF file and link your Google Health account to Hello Health. -
How do I enter my medical information?
1. Click the My Profile top menu;
2. Fill out all medical information in the following submenus: My Allergies, My Conditions, My Medications, Social Habits
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Can I add a pharmacy to my account?
It is possible for you to add the name of the pharmacy from where you buy your prescription drugs.
To add a pharmacy to your account
1. Click the Manage my Team menu;
2. Click the My Pharmacy sub-section;
3. Click Add Pharmacy;
4. In the screen that appears, fill out the fields and then click the Add button.
The pharmacy is now added to your profile. -
Can I link my Google Health account to Hello Health?
Yes. You can link your Google Health Account to Hello Health to share your health information with your provider and keep both profiles up to date.
To link your Google Health account to Hello Health
1. Click the My Profile top menu;
2. Click the Import/Export sub-section;
3. Click the Link Your Google Health Account button.
4. We will synchronize your Hello Health Record with Google Health every night to make sure both accounts are always in synch. -
How do I cancel my account?
Instead of removing your entire account, perhaps you would like to just cancel your relationship with a specific provider’s practice. That way, you will still have access to your personal health information and to any of the providers using Hello Health when you need them.
If you decide to delete your whole account and are subscribed to at least one of your care provider’s plans, please contact your provider to cancel your membership(s) first. After all plans have been cancelled, either send us an email message at support@hellohealth.com or fill out a support request to have your account removed from the system. Please provide your date of birth and the answer to your secret question in order for us to validate your identity
Providers
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How do I find a provider?
Before you can make an appointment, you must first have at least one care provider in your team.
To find a provider
1. Click the Manage My Team menu;
2. Click the Add a Doctor sub-section;
3. Enter the name or part of the name of the care provider you want to add to your profile and click the Search button. You can also perform your search by Zip code;
4. From the list of results, click your chosen care provider’s picture to view details on the services offered;
5. From the provider’s detailed profile screen, you can subscribe to one of his/her membership plans, which will allow you to add this provider to your team and schedule appointments. -
What is a “team?”
A team consists in the health professionals that you chose to take care of you. It currently includes care providers and pharmacies.
To see your team
1. Click the Manage My Team menu;
2. Select the My Team sub-section (selected by default). You will see the care providers you previously selected to be part of your team;
Pending requests are listed in the My Requests section;
3. Click the My Pharmacy sub-section to view the pharmacies you have added to your profile;
4. You can find a provider by clicking the Add a Doctor link and performing a search in the system.
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How do I subscribe to a membership plan?
You must subscribe to a provider’s membership plan in order to make an appointment with him/her.
To subscribe to a membership plan
1. Click Manage My Team;
2. Click the Add a Doctor link and then enter the name of the provider you wish to add to your team. Click the Search button;
3. Click a provider’s row to view his or her profile information;
4. On the profile page, you will see the provider’s list of membership plans. Click the Subscribe link in the row of your chosen plan;
5. In the License Agreement screen, you can review the selected plan’s description and read the Terms and Conditions. Select the checkbox and click Submit to proceed to payment;
6. To complete your subscription to the service plan, you must enter your billing information in the Update Credit Card Information window;
Please note that if the plan you chose does not hold associated monthly fees, you will not be asked to provide your credit card information at this step.
7. Click the Save button to be automatically redirected to the My Team page.
The My Requests section displays the list of subscription requests that are pending approval. In some cases, the care provider must approve your subscription before you can set any appointment;
The My Team section lists your confirmed providers. -
How do I find more info about a provider?
The provider’s profile contains all the information.
To view one of your providers’ information
1. Click the Manage My Team menu. The My Team section is displayed by default;
2. Click a provider in the list. You are redirected to the provider’s profile details page, which contains the services offered, membership plan details, philosophy and background information.
To view information on a provider who is not part of your team
1. Click the Manage My Team menu. The My Team section is displayed by default;
2. Click Add a Doctor;
3. Click a provider in the list. You are redirected to the provider’s profile details page, which contains the services offered, membership plan details, philosophy and background information. -
How do you approve providers who are on Hello Health?
All care providers on Hello Health are licensed, board certified in their field and have malpractice insurance. -
How do I remove providers from my team?
You can remove a care provider from your team unless you are currently subscribed to one of his/her plan. If so, please take arrangements with your provider and he/she will make the changes for you.
To remove a provider from your team
1. Click the Manage My Team menu. The My Team section is displayed by default;
2. In the list, click the provider you want to delete from your team. You are redirected to the provider’s profile details page;
3. On the provider’s detailed page, click the Remove From My Team button, located below the provider’s membership plan list. A confirmation screen will appear. Click Yes.
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Can I get prescriptions from my doctor?
Yes. Your doctor can manage prescriptions in two different ways with the system we use to generate them. He or she can:
· Print it and give it to you in person
· Transmit it directly to your pharmacy
You can let your doctor know your preferred way to handle prescriptions. -
What if I need labs?
Either your provider will do the blood work or he/she will direct you to a lab that will.
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Do I also pay for labs?
Yes. Any blood work you need will be billed to you by the lab. However, in many cases, insurance covers the costs.
Communication
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Can I email and ask for medical advice prior to seeing my doctor?
No. Doctors on Hello Health cannot provide any medical advice prior to your first in-person appointment.
If you already had an established relationship with your doctor before you started to use our platform then there should be no problem with communicating with him or her to ask for advice. -
How do I contact my care provider?
In case of an emergency, immediately dial 911.
For urgent matters, call your provider’s office.
If you need to communicate with your provider for a routine matter or for any purpose that is not an emergency, you can send him or her a secure email message directly from Hello Health as long as you have a plan that includes email messaging. You can also schedule an appointment with your provider.
To email your provider (if included in your plan)
1. Click the View My Messages menu;
2. Click the Compose Message link;
3. Select the provider you are writing to in the To field;
4. Enter the Subject of your message;
5. Write your Message in the text box;
6. You can append a document to your message by clicking Add Attachment;
7. When you have finished writing your message, click Send.
Appointments
-
How do I make an appointment?
To schedule an appointment, you must first add a provider to your team and subscribe to one of his/her membership plans.
To make an appointment
1. Click the Make an Appointment menu;
2. Click the down arrow on the What kind of visit? menu to display the list of visit types associated with the selected care provider and select one;
Please note that on your first visit with a care provider, you might have to schedule an office visit before getting access to other types.
3. Select your appointment date by clicking a day on the calendar that appears. You will not be allowed to select dates for which the chosen care provider is unavailable (lighter shade of blue when unavailable);
4. Select the time of your appointment;
5. In the How can we help you? field, indicate the reason for your appointment request;
6. Click Add attachment if you want to append a file to your request;
7. Click the Schedule button to confirm your appointment;
8. A confirmation screen will appear. You might be asked to provide your credit card number if you have not entered this information during the subscription process. If you choose to leave the fields blank, you will have to pay cash for the visit;
9. Click the OK button
10. You will then be directed to the All Visits page where you can view your personal list of visits. -
What kinds of appointments can I make?
It all depends on the types of appointments that are available in your membership plan. In theory, when you schedule a visit with your provider, you can choose between office, IM, video and phone visits.
For your first visit, your provider might require to meet you in person. In such a case, only Office visit will be available for selection in the What kind of visit? menu.
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How do video and IM appointments work?
Video and IM appointments work really well for follow-up visits and simple problems that do not require an office visit with a provider with whom you have an established relationship.
After you have scheduled a video or an IM appointment, you have to stay connected to the platform and wait for your provider to initiate the visit. When he or she is ready, you will get an onscreen alert message.
You have to click the Enter Chat button of the alert message for the video or IM visit to begin.
For video visits, you must have a webcam and a microphone on your computer. -
What can I expect from my first visit?
Before your first appointment with a care provider, you will receive an email notification if that is part of your plan.
Please show up to the provider’s office a few minutes before your appointment.
The visit is paid for with the credit card number you provided in your Hello Health account*, so you do not have to sign anything when you leave. It is that simple!
* Unless you choose to pay cash for each visit.
Top -
Does my insurance cover visits?
Most care providers on Hello Health are not affiliated with any insurance companies, in which case this depends on your own insurance plan.
If your plan allows you to see out-of-network providers, most – if not all – of your provider’s fees will probably be covered. We will ensure you have all the necessary receipts for your insurance company.
If your insurance plan does not allow you to see out-of-network providers, and if your Hello Health provider does not accept insurance coverage, you will have to pay your provider’s full fees.
If you have a high deductible plan, Hello Health is a perfect match. We will make sure you have all the necessary receipts for your insurance company.
Please keep in mind that no insurance company pays for email messages, IMs or video visits.
Top -
How do I view past visits?
Your Hello Health homepage contains the list of all past and future visits as well as a snapshot of Your Medical History. The All Visits section is displayed by default.
Since research shows that people forget 85% of what their care provider says, we want you to be able to simply log on to the platform and view your problems and the plans to solve them.
To view past visits
1. Click the Welcome link to view All Visits;
2. Click the Problems button of a past visit to view the Reason of visit and the provider’s Diagnosis;
3. You can quickly review your medical history in the gray area below the list of visits.
Top -
Can I see a history of all my visits?
When you log on to your account, you can view the record of all your visits. The All Visits section is displayed by default. You can also click one of these sections to access your visits by type: Office Visits, Online Visits, Oldest, Newest.
Top -
How do I cancel an appointment?
If you need to cancel an appointment
1. On your personal homepage, select one of the Visits sections (All Visits by default);
2. Go to the appointment you want to cancel and click Cancel Visit;
3. A cancellation confirmation message appears. Click Yes.
Your appointment is now cancelled.
Please note that there may fees linked to appointment cancellation. If so, a message will appear and you will have the choice between going forward with the cancellation and keeping the visit in your schedule. -
Are there any penalties for cancelling an appointment?
It is up to each care provider to determine whether or not he or she charges a cancellation fee.
When there is a fee, the provider also determines the amount and the timeframe it applies to. For example, the provider could decide to charge you cancellation fees if you cancel your appointment less than 24 hours before the visit.
Billing
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How do I pay for a visit?
Each time you schedule an appointment, you will be asked to provide your credit card number unless you have already entered your payment card directly in your account.
When editing your account profile, you can enter your payment information. The credit card number is kept on file for future visits. Every time you schedule an appointment with your provider, it is charged to the credit card you specified. -
What information do you need to charge my credit card?
The information required by Hello Health to charge your credit card is:
· First name
· Last name
· Credit card type
· Credit card number
· Card verification number (CVN)
The CVN is the 3-4 digit security number on your credit card required for online transactions. You can find this number on the back of your Visa, Mastercard or Discovery card (last 3 digits) or on the front of your American Express card (4 digits).
· Expiration date
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Can I see the list of previous charges?
Yes. Your list of charges is located in the Account section.
To view the list of previous charges
1. Click My Account and then click the Billing History menu.;
2. To view charge details, click the Details link in an invoice row. The Invoice Details screen will open.
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How can I change my account’s credit card?
If you need to change the credit card used for your account
1. Click My Account;
2. In the My Payment section, simply replace the existing information with the valid credit card data;
3. Click the Save button
Your credit card information is updated.
Hello Health support
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How do I contact support ?
Please fill out this form. or send us an email message at support@hellohealth.com.
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How do I change my password?
To change your password
1. Click the My Profile menu. The Me section is selected by default;
2. In the Personal Settings area, click the Change Password? link;
3. Fill out the fields that appear and click Save at the bottom of the screen.
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Can I ask for medical advice on the customer service line?
Unfortunately not. Our customer service people are always available to answer any question you may have about Hello Health but they are not doctors.
Request
If you are experiencing difficulties performing any of the tasks, do not hesitate and send us your questions and comments.
