FAQs

Welcome to OnCall

FAQs

OnCall Health Tech is a Virtual Care telemedicine solution created to help providers connect with their patients online. When its time for their visit, your patients simply click your private e-clinic check-in link, enter some basic information and follow the prompts. In a few clicks your patients are connected to your private online waiting room without the need to create an account or remember a password. As the provider, when it's time for your appointments or when you want to be available, simply log into your OnCall e-clinic account to "open" your e-clinic patient check-in page. 

In addition to connecting with your existing patients, providers who use our telemedicine software automatically become a part of the "OnCall Healthcare" provider network. Our provider network is designed to help patients find, connect and receive treatment from an OnCall provider. In network providers may receive new visits in four main ways:

  1. Patients on our website can search for you and request an appointment or check-in to your online waiting room using your OnCall web profile. 
  2. Patients searching for you or your services on search engine sites such as Google, Yahoo and Bing can view your web profile and request an appointment or check-in to your online waiting room.
  3. From patients requesting to "See First Available Provider". When OnCall receives these requests our Support Staff will coordinate the visit with an appropriate provider (based on factors such as patient location, reason for visit, insurance, patient preferences, etc), check-in the patient and transfer the patient to the appropriate providers online dashboard. Providers have the option to accept or decline these visits. Please note, this is an added service. OnCall charges $15/check-in to coordinate the visit, check-in the patient and transfer the patient to your online dashboard. 
  4. Through referrals and collaboration with other OnCall specialists. 

At OnCall our goal is to improve access to quality healthcare. We believe the best way to accomplish this is through technology and collaboration with local professionals in the communities we serve. 

SOLO PROVIDER ACCOUNTS

Step 1 - Check-In: Patients check in to your e-clinic dashboard using the "Check-in for Appointment" button on your OnCall web profile, using the direct link to your private check-in page or by using your HTML check-in badge.

Step 2 - Visit Prep: When patients enter your e-clinic dashboard, providers have access to the patients name, email and time of arrival. Before initiating the session, providers typically prep for their visit and initiates the live video consult when ready. 

Step 3 - Visit: When ready, providers are able to initiate their video consult by clicking "Start Visit". After initiating the visit, patient and provider are connected via live two-way audio video virtual care telemedicine session.  

GROUP PRACTICE ACCOUNTS

OnCall Group Practice e-clinic accounts are designed to mimic your in-office work flow. We create support staff accounts for your front office staff and provider accounts for the healthcare providers in your clinic. When your patient starts an online visit, they can be greeted by the same front office staff as they would be during an in-office visit. Your front office staff can answer questions, help to resolve technical issues, prep your charts, collect payment, verify insurance, schedule follow-ups and perform other misc administrative support tasks before the patient reaches their provider. Once the patient is ready, your support staff can transfer the patient to any available provider within your clinic. As the provider, the patient reaches your designated waiting room prepped and pre-checked for technical related issues leaving you more time to focus on great patient care. 

Step 1 - Check-In: Patients check in to your support staffs e-clinic dashboard using the "Check-in for Appointment" button on your OnCall web profile, using the direct link to your private check-in page or by using your HTML check-in badge. 

Please note: If no Support Staff members are logged in, patients will be forwarded directly to the provider(s) e-clinic dashboard. 

Step 2 - Visit Prep: When patients enter your support staffs e-clinic dashboard, your support staff has access to the patients name, email and time of arrival. When ready, support staff can initiate their video session by clicking "Start Visit". Before the patient reaches their provider, support staff has the opportunity to collect demographics, verify insurance, collect payment, prep charts, help patient with technical questions/issues (if any), answer general questions and take care of other misc administrative tasks so that their provider can focus more of their time on great patient care. 

Step 3 - Transfer: Once the patient is prepped and ready, support staff can transfer the patient to any provider associated with your private e-clinic. Patient arrives in your waiting room pre-checked for technical issues, prepped and ready for their visit. 

Step 4 - Visit: When ready, providers are able to initiate their video consult by clicking "Start Visit". After initiating the visit, patient and provider are connected via live two-way audio video virtual care telemedicine session.  

Telemedicine is the remote diagnosis and treatment of patients by means of telecommunications technology. In other words, the ability to see a provider from the comfort and privacy of your home/hotel/gym/dorm room/car/etc using live two way video technology already widely available in most phones, tablets, and/or computers. It's a quick, affordable, efficient and convenient way to connect with your provider online. 

Patients have the option of requesting to see the first available provider. When OnCall receives these requests, OnCall support staff will find an appropriate provider based on factors such as patient location, reason for visit, availability, insurance, patient preferences, budget and other misc factors.

Once OnCall support staff has identified an appropriate provider, our support staff will coordinate the visit with the patient, OnCall support staff will check in the patient (offer a standard greeting, verify patient location, help patient resolve technical issues (if any), answer general questions, etc) and OnCall support staff will transfer the patient to the correct providers e-clinic dashboard. 

Providers have the option to accept or decline these requests. If the provider accepts, OnCall Support Staff will check-in the patient, prep the patient for their visit and transfer the patient to the correct providers online dashboard. OnCall charges the provider $15 per check-in for our first available provider service. 

Absolutely! Providers have the freedom to create their own personalized fee schedule or, if they choose, get credentialed with and bill insurance for their services.

If choosing a fee-for-service model, providers typically offer a simple pricing structure where patients pay:

  • Based on time (15 minute appointment, 30 minute appointment, 1 hour appointment, etc),
  • Based on visit type (initial visit, followup, peace of mind check-in, annual wellness, etc) or, 
  • By subscription/concierge model where patients pay a flat monthly fee for access to your services

You can also get creative and create a custom fee schedule that works best for you and your patients.

Your OnCall e-clinic account is designed to work in tandem with all payment processing services. OnCall does not collect payment from patients who use our site or payments for services rendered by an OnCall provider. Patient payments are paid directly to the servicing provider/clinic that the patient is receiving treatment from. Providers are responsible for collecting all applicable copay, deductible, cost-share, coinsurance and other insurance related patient balances or fee-for-service charges due from the patient.

Typically providers collect payment in one (or a combination) of four ways...

  • By invoicing patients for their services
  • By collecting payment during the televisit with the patient
  • By requiring prepayment or deposit before scheduling an appointment
  • By creating a subscription based model where patients pay a flat monthly fee for your services

Patients can request an appointment using the "Request visit with this provider" form located below each providers personal OnCall web profile or they can request a visit with the "First Available Provider". Depending on the request, providers may receive notification in a few ways:

  1. If a patient completes the "Request visit with this provider" form at the bottom of your OnCall web profile, you will receive an emailed notification from OnCall to your email account that you used to request your account. The email should include the patients name, email, phone, when the patient would like a visit and best time day. Once received, providers follow up with the patient to schedule a time, send payment instructions and send visit instructions (your private e-clinic check-in link, compatibility info, check-in instructions, etc). 
  2. Patients also have the option of requesting a visit with the "First Available Provider". When the patient completes a first available provider request, OnCall support staff receives the request and they will find an appropriate provider (based on factors such as patient location, reason for visit, insurance, provider type, patient preference, cost, etc). For first available provider requests, providers may receive an email, text or call from an OnCall support staff team member. Providers have the option to accept or decline these visits. If a provider accepts, OnCall charges $15/check-in to coordinate the visit, check-in the patient and transfer the patient to correct provider. 

There are many EHR options available. Depending on your personal preference and area of expertise, you may prefer one EHR over another. Because an EHR is such an important part of your practice, OnCall does not want to limit your EHR options to a single choice. Instead, our program is designed to work in tandem with all EHR's. 

OnCall has a one-time $20 setup fee to create and configure your web profile and e-clinic account. Once your account is set up, you will have access to your e-clinic account (for your existing patients) and you will be available for new patients who may be searching for you or your services. Monthly e-clinic charges are based on your account type (Solo Provider or Group Practice) and total account volume (up to 50 visits, up to 100 visits, etc). For tier pricing please see our pricing page.

If, during any given month, you do not use your e-clinic account and you do not receive visit requests you will not be charged. 

Pricing Example 1: A solo provider with 15 visits in June will receive a $10 charge (Solo Provider with up to 50 visits/month) by the 5th of the following month. 

Pricing Example 2: A solo provider with 101 visits in June will receive a $50 charge (Solo Provider with over 100 visits and up to 250 visits/month) by the 5th of the following month. 

Pricing Example 3: A group practice with 125 visits in June will receive a $60 charge (Group Practice with up to 250 visits/month) by the 5th of the following month. 

OnCall considers a visit as the shorter of two possibilities:

  1. A televisit consultation on your OnCall e-clinic account which lasts up to 20 minutes or,
  2. A complete televisit consultation on your OnCall e-clinic account which starts when an e-clinic user initiates their televisit consultation and stops when either the patient/client or the e-clinic user ends the consultation.

Longer consultations or leaving your video feed on between visits may result in an increased number of visit uses. For more information please feel free to email us at info@oncallhc.com. 

Welcome to OnCall! To get started please complete our Account Request Form. All new accounts have a one-time $20 setup fee. Once received, a member of our team will get started creating your new account and they will contact you with additional information including login credentials, e-clinic check-in links and a handy welcome packet. 

Your e-clinic check-in page is tied to your login. Logging into your Support Staff or Provider account(s) will "open" your e-clinic and your patient check-in page will become available. To close your e-clinic check-in page simply log out of your Support Staff and Provider account(s). When all team members are logged out, your e-clinic check-in page will close and patients will not be able to check in.

OnCall takes your privacy and security very seriously. In order to protect your information and our reputation we have created safeguards that meet or exceed HIPAA requirements. Please see our Privacy Policy.

We know we’re not perfect, but we do strive for continuous improvement and we’re constantly assessing and examining our methods with the intention of instituting positive change.

If you have a suggestion for something we can do better, please let us know at info@oncallhc.com. We also accept and appreciate kind words, thoughtful actions, and encouragement as well. If you’d like to leave a testimonial, please email us or visit our Facebook page.

Questions? Email us at info@oncallhc.com

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