Virtual Care Frequently Asked Questions

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Virtual Care FAQs

Ovatient: MetroHealth’s New Virtual Care Service

MetroHealth has partnered with Ovatient to provide virtual care services for its patients.

Ovatient offers comprehensive and easy-to-access virtual health services — including primary care, urgent care, and coming soon, mental health. Our services are covered by any in-network health plan, including Medicare and Medicaid. Patients can also choose to pay with affordable and convenient cash options. With Ovatient, you build long-lasting relationships with trusted healthcare professionals and access quality care quickly, affordably and conveniently, no matter where you are. And if you need in-person care for things like tests and X-rays, we will smoothly connect you to the local health providers you trust at MetroHealth.

Ovatient’s Provider Team

Ovatient’s virtual care providers are specially trained to deliver personalized virtual care for you.

They are credentialed at MetroHealth and meet the standards of The National Committee for Quality Assurance, undergoing a rigorous quality review process. These dedicated virtual care providers leverage technology to provide virtual consultations, digital health monitoring and remote patient engagement.

Patients build long-lasting relationships with our providers. They can see you regularly, look at your past medical history and smoothly connect you to a trusted MetroHealth provider in person if needed. They can also send your prescriptions to the pharmacy you like, including delivering them right to your door through MetroHealth. This makes your health care more personal and tailored to you.

Learn more about Ovatient at www.Ovatient.com.

Virtual Urgent Care

  • For minor illnesses and injuries that do not require an in-person physical exam. A virtual urgent care visit might include sprains, strains, cough/cold symptoms, flu symptoms, rashes, COVID concerns and more.
  • Choose to get in line for the next available provider or select the provider you want to see and the time that works best for you.
  • Video consultation and secure messaging

Same Day Virtual Care Visit

  • Designed for patients who require prompt attention for an issue that is important but not urgent or an emergency.
  • This is ideal for concerns that need to be addressed the same day, such as ongoing symptoms or an established condition for which you need care that supports you until you can see your Primary Care Provider.
  • Video consultation and secure messaging.

Scheduled Virtual Primary Care

  • For those who prefer scheduled appointments or recurring appointments with the same provider
  • Perfect for those looking to build a lasting relationship with a virtual primary care provider. These visits allow for in-depth discussions about your overall health, preventive care, and management of chronic conditions.
  • Video consultation and secure messaging

 Visit metrohealth.org/virtualcare to get on-demand care, schedule an appointment, or get more information about which visit is right for you.

Virtual Urgent Care services are provided 7AM to 10PM, Monday through Sunday.

All Virtual Primary Care services are provided 7AM to 7PM, Monday through Friday. 

You will need to be located in the state of Ohio at the time of your visit.

No, our providers are currently licensed in the state of Ohio to provide care. Federal and state regulations require that you are in Ohio to receive virtual care services from our providers.

Questions about Care

Providers are specially trained to conduct consultations with patients over video visits. During these visits, the provider may ask about symptoms, medical history, and any concerns you may have. They may also provide instructions for self-examination or use specialized equipment that you have access to, such as a smartphone with a high-resolution camera.

All of the care you receive from your virtual care provider is coordinated with other care team members at MetroHealth.

You will always be directed to the most appropriate type of care for your specific needs. The virtual visit is simply a more convenient way for you to start your care. 

Video visits facilitate more natural and interactive communication between healthcare providers and patients compared to telephone calls. You can demonstrate symptoms or show your surroundings, aiding in a better diagnosis and treatment plan. Additionally, healthcare providers can use visual aids or diagrams to explain medical concepts more effectively. If you are unable to conduct a video visit, some conditions can be handled over the phone, but our preference is video whenever possible.

MetroHealth Pharmacy offers home delivery at no additional cost to you— oftentimes within 2-4 hours! We’ll text you when it’s ready. If you prefer another pharmacy, our providers are happy to e-prescribe to the local pharmacy of your choice.

Depending on your condition and your provider’s expert opinion, a wide variety of prescriptions can be prescribed for you during your video visit. However, we do not prescribe controlled substances or opioids.

We do not prescribe controlled substances or opioids.

As part of our Virtual Urgent Care service, we can provide 14-day refills and 1 month refill of birth control.

If the provider determines it is in your best interest to limit your work or school activities, they are happy to furnish you with a note.

Virtual-First Primary Care

Virtual Consultations: Primary care visits take place through video calls but can include phone calls and messaging in MyChart.

Health History Review: Providers will review your medical history, discuss symptoms, and address preventive care and wellness goals.

Care Plans: Personalized care plans may be discussed, covering treatment options, medication management, and lifestyle recommendations.

Health Monitoring: Depending on individual conditions and health needs, you may benefit from the integration of smart devices, like a watch or scale, as well as mobile health applications for monitoring vital signs, chronic conditions, and overall health.

The Virtual Primary Care Providers at MetroHealth are part of a specially trained group of medical professionals from Ovatient. These providers leverage technology to offer comprehensive and ongoing healthcare services, with a focus on virtual consultations, digital health monitoring, and remote patient engagement.

Same Day Care is designed for patients who require prompt attention for an issue that is important but not urgent or an emergency. This is ideal for concerns that need to be addressed the same day, such as ongoing symptoms or an established condition for which you need care that supports you until you can see your Primary Care Provider.

Scheduled Primary Care is perfect if you are looking to build a lasting relationship with a virtual primary care provider. A scheduled appointment allows for in-depth discussions about your overall health, preventive care, and the management of chronic conditions.

Your provider can place any orders you may need either at MetroHealth or an outside organization of your choice. If you choose to use a service other than MetroHealth, our providers will share a printable order in MyChart with you to take to another lab or imaging center.

If your health concern is of an urgent nature, you can choose “Get Care Now” from your MyChart account or here. By choosing Virtual Urgent Care, you will see a provider who is specially trained in providing virtual urgent care. See our list of conditions and symptoms that are appropriate for Virtual Urgent Care.

Virtual Same Day Care is designed for patients who require prompt attention for an issue that is important but not urgent or an emergency. This is ideal for concerns that need to be addressed the same day, such as ongoing symptoms or an established condition for which you need care that supports you until you can see your Primary Care Provider.

How We Care for You

Sprains and Strains  Medication refill (14 days' supply- max – No controlled substances or Opioids)  Birth control evaluation (1 prescription) 
Cough / Cold symptoms  Flu symptoms  Sinus concern 
Sore throat  Pink/red eye  Ear pain/ otalgia 
Low back pain (minor)  Urinary Tract Infection (female only)  Yeast Infection 
COVID concerns  Rash  Insect Bite 
Head Lice  Eczema  Minor Burn 
Cuts and scrapes  Poison Ivy  Sunburn 
Upset stomach  Acne  Cold sore 

If the condition we treated you for isn’t improving, please schedule another visit and let your provider know.  If you are experiencing a life-threatening condition, please go to your nearest Emergency Department or call 911 immediately.

At Ovatient we have assembled a high quality and compassionate care team to meet all of your virtual care needs. From the Care Assistant to the RN, you can expect to receive care from providers who have been specially trained in providing virtual care.

For Virtual Urgent Care, we treat patients 6 years old and above. For Virtual Primary Care, we treat patients 18 years old and above.

Your video visit will include a provider consultation, virtual exam, any prescriptions the provider deems necessary, as well as any additional diagnostic orders or referrals. Your visit fee does not cover the cost of the medications, lab tests or imaging.

Commitment to Quality and Safety

Our virtual visits are designed to prioritize patient safety. 

All of our providers are credentialed at MetroHealth with extensive quality oversight.  

We also ensure your safety, privacy and security by implementing robust technical and procedural safeguards. By adhering to established privacy regulations and employing secure communication protocols, we ensure visits are safe and secure for patients and healthcare providers.

Cost and Insurance Coverage

Most virtual visits are in-network for any health insurance company that has contracted with MetroHealth, including Medicare and Medicaid. At the time of the visit, you will be asked to enter your insurance information and will only be asked to pay for the co-pay portion of your visit, if applicable. You can also choose to pay with affordable and convenient cash options.

Other Resources

If you are seen in person at a MetroHealth facility because Ovatient is unable to care for you as part of your virtual visit, you will not be charged for the virtual visit.

If you have insurance, we will collect your insurance information as part of eCheck-in and MetroHealth will bill your visit on your behalf.

You do not have to have insurance to be seen. You will have the option to self-pay with affordable and convenient cash options.

We accept all major insurance plans that are in-network for MetroHealth.

If your insurance isn’t listed, we can furnish you with documentation that will allow you to file a claim. You can also pay with affordable and convenient cash options.

Yes, you can use your HSA account for video visits.

We can furnish you with documentation that will allow you to file a claim with your secondary provider.

During eCheck-in, you will have the option to edit your insurance information. Just click on the pencil icon during the insurance verification portion of eCheck-in.

You will be sent a bill for the visit in the mail.