Q: What will the charge appear as on my bank statement?

The charge will appear as Hello Health Inc. , which is the secure platform your Provider is currently using alongside PortalConnect to manage your medical information.

Q: How do I change my password in my account in the PortalConnect Application?

Access the Account menu by clicking on your name or profile picture in the upper right-hand corner of the screen. The Account tab is available in the pop-out menu. Once in the Account section, click the Change Password link. Fill out the fields that appear and click Save at the bottom of the screen.

Q: How can I manage a family member’s account?

In order to manage a family member’s account, you must first be subscribed to a Family or Family Guardian plan . To subscribe to a family plan or upgrade your current membership, you can contact your practice directly or the PortalConnect Support Team at info@portalconnect.net or call 1-866-779-1526 . Once you have a family plan, you can access the Change User menu by clicking your name or profile picture in the upper right-hand corner of the screen . You can then select the account from which you wish to schedule appointments, send messages or perform other actions. If the family member account you wish to manage is not visible in the Change User menu, please contact your health care provider to request access to their account.

Q: How do I create an account?

Before you can log into the platform, you must have a username and password . If you have recently signed in for an appointment on your Provider’s check-in kiosk, you should have already created your username and password. You will receive an email from your provider containing a link to a secure form and instructions to create your account. Complete the secure form. All fields marked with an asterisk are mandatory. You must enter the activation key your provider has given you . If not, please contact the Customer Support Team by emailing info@portalconnect.net or 1-866-779-1526 to request your Activation Key. Once you have filled out all fields, click the Submit button to access the Login form. See this attachment for more instruction.

Q: How do I view past visits?

To view past visits: Click the Appointments menu and then select the sub menu option for the Past Visit Notes section . Your complete list of past visits is displayed.

Q: How do I make an appointment?

Click the Appointments menu . Then, select the sub menu option Book Appointment . Select a provider in the Which provider menu. Select an appointment type in the What kind of visit section. In the When section, choose your appointment date by clicking a day on the calendar. You will not be allowed to select dates on which your provider is unavailable. Available dates are represented in blue . Unavailable dates are faded. Select the time of your appointment. In the Reason for visit section, indicate the reason for your appointment request . Click Add Attachment if you want to append a file to your request. Click the Schedule button to submit your appointment request. A second screen provides a detailed confirmation of your visit. Click OK to close the window. You are then redirected to the Upcoming Appointments page.

Q: How can I see a history of all my visits?

You can view your visits by: Clicking the Appointments menu . Clicking one of these sections to access your visits by time frame: Upcoming Appointments or Past Visit Notes .

Q: How do I cancel an appointment?

If you need to cancel an appointment: Go to the Appointments menu . Choose the appointment you want to cancel and click Cancel Visit . A cancellation confirmation message appears. Click Yes. Your appointment is now cancelled. Please note that there may be a cancellation fee based on the plan you are subscribed to. If so, a message will appear and you will have the choice between going forward with the cancellation or keeping the visit in your schedule.

Question 1

What will the charge appear as on my bank statement?

Accepted Answer

The charge will appear as Hello Health Inc., which is the secure platform your Provider is currently using alongside PortalConnect to manage your medical information.

Question 2

How do I cancel my PortalConnect account?

Accepted Answer

To cancel your PortalConnect account, please send an email to info@portalconnect.net or fill out a support request to have your membership plan cancelled or call 1-866-779-1526 to have your membership plan cancelled.

To help us further assist you with your account, please provide your date of birth and the answer to your secret question to validate your identity.

Question 3

How do I change my password in my account in the PortalConnect Application?

Accepted Answer

Access the  Account  menu by clicking on your name or profile picture in the upper right-hand corner of the screen.
The Account tab is available in the pop-out menu.
Once in the Account section, click the Change Password link.
Fill out the fields that appear and click  Save  at the bottom of the screen.

Question 4

How do I subscribe to a membership plan?

Accepted Answer

You must subscribe to at least one of your Provider’s plans in order to access your PortalConnect account.

Log into your PortalConnect account and choose from the available membership plans to subscribe.
To complete your subscription to the plan that you have selected, you must enter your billing information in the Card Information window and accept the membership Terms and Conditions. This information will be integrated into your account. If the plan you choose holds no associated fees, the credit card information is optional.

If you do not see any membership plans available, please contact your Doctor’s office directly.

Question 5

How can I manage a family member’s account?

Accepted Answer

In order to manage a family member’s account, you must first be subscribed to a Family or Family Guardian plan.

To subscribe to a family plan or upgrade your current membership, you can contact your practice directly or the PortalConnect Support Team at info@portalconnect.net or call 1-866-779-1526.
Once you have a family plan, you can access the Change User menu by clicking your name or profile picture in the upper right-hand corner of the screen. You can then select the account from which you wish to schedule appointments, send messages or perform other actions.

If the family member account you wish to manage is not visible in the Change User menu, please contact your health care provider to request access to their account.

Question 6

How do I create an account?

Accepted Answer

Before you can log into the platform, you must have a username and password.

If you have recently signed in for an appointment on your Provider’s check-in kiosk, you should have already created your username and password.

You will receive an email from your provider containing a link to a secure form and instructions to create your account.
Complete the secure form. All fields marked with an asterisk are mandatory. You must enter the activation key your provider has given you. If not, please contact the Customer Support Team by emailing info@portalconnect.net or 1-866-779-1526 to request your Activation Key.
Once you have filled out all fields, click the Submit button to access the Login form.

See this attachment for more instruction.

Question 7

How do I view past visits?

Accepted Answer

To view past visits:

Click the  Appointments  menu and then select the sub menu option for the Past Visit Notes section. Your complete list of past visits is displayed.

Question 8

How do I make an appointment?

Accepted Answer

Click the Appointments menu.
Then, select the sub menu option Book Appointment.
Select a provider in the Which provider menu.
Select an appointment type in the What kind of visit section.
In the When section, choose your appointment date by clicking a day on the calendar. You will not be allowed to select dates on which your provider is unavailable. Available dates are represented in blue. Unavailable dates are faded.
Select the time of your appointment.
In the Reason for visit section, indicate the reason for your appointment request.
Click Add Attachment if you want to append a file to your request.
Click the Schedule button to submit your appointment request.
A second screen provides a detailed confirmation of your visit.
Click OK to close the window.
You are then redirected to the Upcoming Appointments page.

Question 9

How can I see a history of all my visits?

Accepted Answer

You can view your visits by:

Clicking the Appointments menu.
Clicking one of these sections to access your visits by time frame: Upcoming Appointments or Past Visit Notes.

Question 10

How do I cancel an appointment?

Accepted Answer

If you need to cancel an appointment:

Go to the Appointments menu.
Choose the appointment you want to cancel and click Cancel Visit.
A cancellation confirmation message appears. Click Yes.
Your appointment is now cancelled.

Please note that there may be a cancellation fee based on the plan you are subscribed to. If so, a message will appear and you will have the choice between going forward with the cancellation or keeping the visit in your schedule.

Question 11

Can I see the list of previous charges?

Accepted Answer

Your list of charges is in the Account section.

To view the list of previous charges, click the See my bills link in the Home page.

Or:

Access the Account menu by clicking the username or profile picture in the upper right-hand corner of the screen.
Click the Billing History tab.
To view detailed charges, click the Details link in an invoice row. The Invoice Details screen will open.

Question 12

How can I update my payment information?

Accepted Answer

To update your payment information:

Access the Account menu by clicking on the username or profile picture in the upper right-hand corner of the screen.
In the Profile section, select the sub-menu option Payment to replace the existing information with the valid card data (credit, debit or HSA) in the New Card Number field.
Click the Save button.

Your card information (credit, debit or HSA) is updated.

Question 13

Are there any penalties for cancelling an appointment?

Accepted Answer

It is up to each provider to determine whether he or she charges a cancellation fee.

When there is a fee, the provider also determines the amount and the time-frame that it applies to. For example, your provider could decide to charge a cancellation fee if you cancel your appointment less than 24 hours before the visit.

Question 14

How do I contact support ?

Accepted Answer

Simply send an email to info@portalconnect.net or call 1-866-779-1526.

Question 15

Can I ask for medical advice on the customer service line?

Accepted Answer

Unfortunately, you may not. Our Customer Service Team is always available to answer any non-medical related questions you may have concerning PortalConnect.

Question 16

How do I contact my healthcare provider?

Accepted Answer

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 message directly through PortalConnect with a plan that includes secure messaging.

For urgent medical matters, call your physician’s office directly.

In case of emergency, immediately dial 911.

Question 17

How do I send a secure message to my provider?

Accepted Answer

PortalConnect offers a secure messaging section where you can receive messages from the system and your provider. Using this tool, you can communicate with your provider efficiently and securely.

To send a secure message to your provider:

Go to the Messages section and click the Compose Message link.
In the To field, type the first letters of your provider’s name and select him/her in the menu that appears.
Enter your Subject and Message. You can also append a document to your message by clicking Add Attachment.
Click Send to transmit the message to your provider.

System messages are automated PortalConnect messages. These include confirmations when you subscribe to your provider’s membership plans and when you book appointments. Messages you receive from your provider are in your Inbox, in the Messages menu.

Unread messages are indicated by the blue vertical bar to the left of the message. Click in the row of a message to read its contents.

Question 18

How do I locate my lab results?

Accepted Answer

Whenever there is a lab result shared with you, you will receive an email notification that you have a new secure message in your PortalConnect account.

In order to have access to your labs, please follow these instructions:

Log into your account.
Go to the Labs tab. (Here you can see all the Lab results that have been shared with you)
Locate the lab result you are looking for by clicking on Last result on to filter the results and to locate the most recent lab result.

If you cannot see the lab result you are looking for, please contact your doctor to verify that the result has been shared with you.

Question 19

How do I get more info about a provider?

Accepted Answer

The provider’s profile contains their information:

Access the Account side-bar menu by clicking the username or profile picture in the upper right-hand corner of the screen.
Click on the Memberships section.
Under Care Team, you can select the provider’s detailed profile page. Here, you can view their contact information, services offered, membership plans as well as the provider’s philosophy and background.

Question 20

Can I get prescriptions from my care provider?

Accepted Answer

Yes. Your provider can manage prescriptions in two different ways, within the system we use to generate them.
Your provider may:

Print them and then give them to you in person;
Transmit them directly to your pharmacy.

You can let your provider know your preferred way to handle prescriptions.

Question 21

How do I ask for a refill?

Accepted Answer

The best way to proceed with this is to select Medication Renewal in the Home page, check-off the medications you need renewed, and then send the request to your provider.

Your doctor may want to book an appointment with you before filling the renewal request or may choose to renew without an appointment.

Question 22

Is Virtual Care designed for me?

Accepted Answer

Virtual care is for anyone who wants the convenience of matching and connecting with a healthcare professional on the go. With 24/7 access to your health summary and various ways of booking virtual appointments, the PortalConnect Virtual Care platform provides you with a valuable patient portal, helping you take charge of your health.
Do you already have a primary care doctor? The PortalConnect virtual care platform is still very useful for connecting with other healthcare professionals outside your primary care doctor’s office hours. You always have secure access to your health summary and can share any information with your care team at any time.

Question 23

How is Virtual Care different from traditional primary care doctors or healthcare visits?

Accepted Answer

The PortalConnect Virtual Care platform offers patients the technology to book same-day or next-day appointments with the same health care professional they match with in the sign-up process. Traditional healthcare professionals operate solely in a medical practice or clinic. Virtual Care providers using PortalConnect operate online, and patients can virtually meet with them wherever they want through the portal.

Question 24

How do I become a member?

Accepted Answer

To become a member, start by completing the sign-up questionnaire that will allow our technology to match you with the perfect Virtual Care provider for you. Once you have been matched with a healthcare professional, an activation key email will be sent to you to set up your PortalConnect account.

Question 25

How do I subscribe to a membership plan?

Accepted Answer

You must subscribe to at least one plan in order to access your PortalConnect account.
Log into your PortalConnect account and choose from the available membership plans to subscribe.
To complete your subscription to the plan that you have selected, you must enter your billing information in the ‘Card Information’ window and accept the membership ‘Terms and Conditions.’ This information will be integrated into your account.

Question 26

What about my family members?

Accepted Answer

We offer a Virtual Care Family Plan that covers you and up to an extra 5 family members. You may add your children and other family members later if needed. You can also start with a Virtual Care Individual Plan and upgrade at any time by contacting our PortalConnect Support Team at info@portalconnect.net or call 1-866-779-1526.
Please be advised that the first appointment can only be booked under the plan owner’s name. Once you meet with your healthcare match, you will be able to schedule appointments for all family member accounts and start to manage their accounts from PortalConnect.

Question 27

How do I change my account password in the PortalConnect application?

Accepted Answer

Access the ‘Account’ menu by clicking on your name or profile picture in the upper right-hand corner of the screen.
The ‘Account’ tab is available in the pop-out menu.
Once in the ‘Account section’, click the ‘Change Password’ link.
Fill out the fields that appear and click ‘Save’ at the bottom of the screen.

Question 28

If I have health insurance, do I still need to pay the Virtual Care membership fee?

Accepted Answer

Yes. The Virtual Care membership fee enables us to provide you with a technological platform and secure access to your health summary.
By subscribing to a PortalConnect membership plan, you are paying a low monthly fee for a technological platform that matches you with a healthcare professional and provides a virtual healthcare platform. We only provide the technology used by both patients and medical professionals. Co-pays still apply.

Question 29

Can I use my HSA, FSA, MSA or HRA to pay the membership fee?

Accepted Answer

In most cases it can be reimbursed by health savings accounts (HSA’s), flexible spending accounts (FSAs), medical savings accounts (MSAs), and health reimbursement accounts (HRAs). If you need an official receipt to be submitted, contact our support team directly at info@portalconnect.net or call 1-866-779-1526 for assistance.

Question 30

How do I cancel my Virtual Care membership?

Accepted Answer

To cancel your membership, you can contact our PortalConnect Support Team at info@portalconnect.net or call 1-866-779-1526.

Question 31

How can I book an appointment with my Virtual Care provider?

Accepted Answer

To book an appointment with your Virtual Care provider, start by completing the sign-up questionnaire. This will allow our technology to match you with a healthcare professional.
Once you have selected your membership and activated your PortalConnect account, you can start booking appointments through the portal.
To make an appointment:
- Click the ‘Appointments’ menu.
- Then, select the sub menu option ‘Book Appointment.’
- Select a provider in the ‘Which provider’ menu.
- Select an appointment type in the ‘What kind of visit’ section.
- In the ‘When’ section, choose your appointment date by clicking a day on the calendar. You will not be allowed to select dates on which your provider is unavailable. Available dates are represented in blue. Unavailable dates are faded.
- Select the time of your appointment.
- In the ‘Reason for visit’ section, indicate the reason for your appointment request.
- Click ‘Add Attachment’ if you want to append a file to your request.
- Click the ‘Schedule’ button to submit your appointment request.
- A second screen provides a detailed confirmation of your visit.
  Click ‘OK’ to close the window.
- You are then redirected to the Upcoming Appointments page.
If you need further assistance on how to book appointments online, contact our Support team.

Question 32

Do I need special equipment to join Virtual Care?

Accepted Answer

To access your PortalConnect account, all you need is a smartphone or computer. You can even download our app to have quicker access to your account!

Question 33

How can I re-schedule a Virtual Care appointment?

Accepted Answer

To re-schedule your appointment, you must first cancel your existing appointment and request a new one. Please note that cancellation fees may apply.
To learn more on how to cancel appointments from PortalConnect, consult the video How to Schedule an Upcoming Appointment or Cancel an Appointment.

Question 34

How can I cancel a Virtual Care appointment?

Accepted Answer

If you need to cancel an appointment:
- Go to the ‘Appointments’ menu.
- Choose the appointment you want to cancel and click ‘Cancel Visit.’
- A cancellation confirmation message appears. Click ‘Yes.’
- Your appointment is now cancelled.
Please note that there may be a cancellation fee. If so, a message will appear and you will have the choice between going forward with the cancellation or keeping the visit in your schedule.
To learn more about how to cancel appointments from PortalConnect, consult the video How to Schedule an Upcoming Appointment or Cancel an Appointment or contact our Support Team.

Question 35

Can I see the history of all my Virtual Care appointments?

Accepted Answer

To view past visits, click the ‘Appointments’ menu and then select the sub menu option for either ‘Past Visit Notes’ or ‘Upcoming Appointments’ section. Your complete list of past visits is displayed.
To learn more about how to view your past visits from PortalConnect, consult the video How to Locate, View and Print Past Visit Notes or contact our Support Team .

Question 36

How can I update my payment information?

Accepted Answer

To update your payment information:
- Access the ‘Account’ menu by clicking on the username or profile picture in the upper right-hand corner of the screen.
- In the ‘Profile’ section, select the sub-menu option ‘Payment’ to replace the existing information with the valid card data (credit, debit or HSA) in the ‘New Card Number’ field.
- Click the ‘Save’ button.
- Your card information (credit, debit or HSA) has now been updated updated.
To learn more about how to update your payment information, consult the video How to Update Your Payment Information, Health Insurance and View Billing History or contact our Support Team.

Question 37

Are there extra fees or penalties for appointment cancellations?

Accepted Answer

Patients can be subject to cancellation fees, which depend on the cancellation policy that your Virtual Care provider has in place. This policy will be shared with you prior to booking any appointments.

Question 38

What will my membership charge appear as on my bank statement?

Accepted Answer

Your membership charge will appear as Hello Health Inc., which is the secure, HIPAA-compliant platform your provider is currently using alongside PortalConnect to manage your medical information.

Question 39

How do I send a secure message to my Virtual Care provider?

Accepted Answer

PortalConnect offers a secure messaging section where you can receive messages from the system and your healthcare professional. Using this tool, if your inquiry is not urgent, you can communicate with them without even needing to book an instant messaging appointment.
To send a secure message to your provider:
1. Go to the ‘Messages’ section and click the ‘Compose Message’ link.
2. In the ‘To’ field, type the first letters of your provider’s name and select him/her in the menu that appears.
3. Enter your ‘Subject’ and ‘Message.’ You can also append a document to your message by clicking ‘Add Attachment.’
4. Click ‘Send’ to transmit the message to your provider.
System messages are automated PortalConnect messages. Messages you receive from your provider are in your Inbox, in the Messages menu.
Unread messages are indicated by the blue vertical bar to the left of the message. Click in the row of a message to read its contents.

Question 40

How do I contact support?

Accepted Answer

Simply send an email to info@portalconnect.net or call 1-866-779-1526.

Question 41

Can I ask for medical advice on the customer service line?

Accepted Answer

Unfortunately, you may not. Our Customer Service Team is always available to answer any non-medical related questions you may have concerning PortalConnect or your Virtual Care membership plan.

Question 42

How do I contact my healthcare provider?

Accepted Answer

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 message directly through PortalConnect.
In case of emergency, immediately dial 911.

Question 43

Can I see my Virtual Care provider in person?

Accepted Answer

PortalConnect Virtual Care provides patients with an online portal to contact their healthcare professional and view their health summary whenever they need to. PortalConnect is solely a technological and communication gateway between patients and healthcare professionals. The decision or need for in-office visits are between patients and their providers.

Question 44

How can I contact my Virtual Care provider?

Accepted Answer

The PortalConnect patient portal provides patients with three types of online booking options: phone call, instant message or video visit. To contact your healthcare professional outside of an appointment, you can use the messaging feature within your patient portal. This will send them a message resembling an email.

Question 45

Can my Virtual Care provider prescribe medications?

Accepted Answer

Yes, all Virtual Care providers using the PortalConnect platform are licensed healthcare professionals and can prescribe a wide range of medications available in a traditional office setting. Prescriptions can be sent online to your preferred pharmacy. You will also have access to request medication refills from PortalConnect.

Question 46

How do you handle bloodwork, imaging, and labs?

Accepted Answer

Your Virtual Care provider will send you to Quest, LabCorp, or any other convenient local facility. Once your results are available, they will review them virtually with you and follow up as needed. Results can also be available in your PortalConnect account.

Question 47

How do I ask for a refill?

Accepted Answer

The best way to proceed with this is to select ‘Medication Renewal’ in the Home page, check-off the medications you need renewed, and then send the request to your healthcare professional.
Your provider may want to book an appointment with you before filling the renewal request or may choose to renew without an appointment.

Question 48

Is Virtual Care secure and private?

Accepted Answer

Yes. The PortalConnect platform is secure and HIPAA-compliant (Health Insurance Portability and Accountability Act) to ensure that the communication with your Virtual Care provider remains a private matter between the two of you. Your information is stored on our secure servers and we take every measure to ensure your privacy and the safety of your data.

Question 49

Do you have any other questions?

Accepted Answer

Contact our PortalConnect Support Team at any time at info@portalconnect.net or call 1-866-779-1526.

FAQs

Is Virtual Care secure and private?

How can I contact my Virtual Care provider?

Is Virtual Care designed for me?

Account & Membership Plan

How is Virtual Care different from traditional primary care doctors or healthcare visits?

How do I become a member?

How do I subscribe to a membership plan?

What about my family members?

How do I change my account password in the PortalConnect application?

If I have health insurance, do I still need to pay the Virtual Care membership fee?

Can I use my HSA, FSA, MSA or HRA to pay the membership fee?

How do I cancel my Virtual Care membership?