Preparing for Your Virtual Visit
A virtual visit, also called telehealth or telemedicine, lets you meet with your doctor or other health care provider by video from your home or another private location. If your care team determines you have an upcoming appointment that is appropriate for a virtual visit, we will help make sure that you have everything you need to meet with us — by phone, computer, smartphone, or tablet device.
To prepare for a virtual visit:
- Review our tip sheet on setting up your computer, smartphone, or tablet, for a virtual visit.
- Enroll in Patient Gateway if you have not already done so.
- Choose a private location that will be quiet and free of distractions during your visit. Consider using headphones with a microphone, which may be easier to hear than your computer or smartphone speaker.
- Before your visit, write down any questions you might have for your care team. Make a list of all the medications that you currently take.
- Invite a friend or loved one to join your virtual visit, if you'd like. You can give them the link for a video visit or the phone number for a phone visit.
- Make sure your device has a good internet connection before your visit. To maximize bandwidth, you may want to restart your computer shortly before you start your visit.
- Have a phone nearby during your virtual visit. Keep your doctor's phone number handy in case you get disconnected or are unable to join the virtual visit.
As always, we are committed to your privacy, so we work to ensure that all of our virtual visits are encrypted and fully comply with HIPAA security standards to protect your patient data.
Common Questions About Billing for Virtual Visits
Will my health plan cover costs for my virtual visit? How will I be charged?
Health plans have expanded coverage for telehealth services during the COVID-19 public health emergency. Coverage for these visits is similar to in-person visits: PCP referral and co-pay requirements may apply, depending on your specific health plan. However, some health plans are waiving copays, deductibles, and other out-of-pocket payments for patients during the COVID-19 public health emergency. Check with your health plan to learn more.
Dana-Farber financial counselors are available to assist you with questions about your health plan. Call them at 617-582-9820. Information is also available on Dana-Farber's insurance and financial information webpage.
Can I pay in advance for multiple virtual visits?
No. Prepayment for virtual visits is not possible at this time. You will need to submit any required payment or copay after each successfully completed virtual visit.
How can I pay for my virtual visit?
As with your in-person visits, you may be billed for any copays, deductibles, and other out-of-pocket expenses after your health plan has processed your claim for a virtual visit. You can pay by phone, mail, or electronically through Patient Gateway. Major credit cards and personal checks are accepted.
Can I use my Flexible Spending Account (FSA) or Health Savings Account (HSA) to pay for expenses related to a virtual visit?
In most cases, yes. Most copays, deductibles, and other out-of-pocket expenses for medical services are eligible expenses for most HSAs or FSAs. However, we recommend that you confirm eligible expenses with your employer or health plan.
What if I think I've received a bill in error or have a question about my bill?
Start by calling the phone number listed on your bill. If you need further help, please call Customer Service at 617-632-3795, or toll-free at 866-408-4669.