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Frequently Asked Questions

Frequently Asked Questions

What is CH Care OnDemand?

CH Care OnDemand refers to the “virtual visits” that take place between patients and clinicians through communications technology. This digital connectivity allows “virtual” meetings to occur in real-time, from separate locations, and only requires an internet connection.

What can I be treated for?

You can be diagnosed and treated for a variety of common conditions through CH Care OnDemand. Conditions include but are not limited to cough, congestion, allergies, skin irritations, and stomach problems. 

Who can use CH Care OnDemand?

CH Care OnDemand is available for patients of all ages. However, you must be over the age of 18 to create an account. You can also add adult dependents and minor children to your account. Visits for minor children must be completed by a parent.

How does a virtual care visit work?

CH Care OnDemand provides a real-time, interaction with a clinician via video or phone. After your intake questions are complete, a clinician will review your file. Next, your clinician will connect with you via a secure video/phone call. This call typically takes 5 to 10 minutes. If a prescription is part of your treatment plan, you will be able to send your prescription to the pharmacy of your choice.

When is CH Care OnDemand available?

Virtual Care is available 24 hours a day/ days a week/ 365 days a year.

How soon will I get a response?

CH Care OnDemand provides patients a diagnosis and treatment plan in about an hour after completion of the intake questions.

How long does a visit take?

The initial intake questions for a virtual care visit take most patients 5 minutes or less. The total number of questions you answer will depend on your condition.

Who makes the diagnosis?

Once you’ve answered all the interview questions, a licensed, board-certified clinician (physician (MD/DO), nurse practitioner (NP), or physician assistant (PA)) will review your symptoms, make a diagnosis, and develop your treatment plan.

What if you can’t provide a diagnosis?

We do our best to treat you online, but not every condition can be treated via virtual care. If we are unable to provide a diagnosis or treatment plan through CH Care OnDemand, you will not be charged for your Virtual Care visit. You may be referred to a clinic/hospital of your choice for further evaluation.

Can I get a prescription?

Clinicians are licensed and able to prescribe certain medications as part of your care plan, if clinically appropriate. We do not provide prescriptions for pain medications or narcotics.

How can I get my prescription filled?

If a prescription is clinically appropriate, your treatment plan will include a link to have your prescription filled. Just click the link, select the pharmacy of your choice, and send the prescription – it’s that easy.

How much does a virtual care visit cost?

The cost of virtual care can vary based on individual insurance plans. Self-pay prices for CH Care OnDemand is $65 per video/phone visit. You can pay with a credit card or a health savings account (HSA) card.

Is my virtual care visit covered by insurance?

When registering for virtual care, a list of accepted insurance plans is provided for selection.  If your insurance is not listed, you can still receive services with the self-pay option.  You will receive a receipt for services rendered which you may keep for your records.  Insurance coverage may vary. For benefit coverage details please call or reference online resources by your insurance carrier.

Do you take Medicare?

Yes, we accept Medicare. We will bill your insurance and if your insurance plan determines you have a patient responsibility, we will bill you later for that amount.

How do I change my insurance information on my profile?

To update your insurance information, follow these easy steps. Please have your insurance card accessible.

  1. Login to your account and select “Profile and History.”
  2. Select “Patient Details” and “Edit Profile.”
  3. Go to the Benefit Groups dropdown and select your insurance from the available list of options.
  4. Add the Member/Subscriber ID.
  5. Select “Update Profile.” 

If you need help updating your profile, please email us at

Is my personal information safe?

All the information you provide is backed by the highest security (HITRUST) and HIPPA compliant certifications.

Do I have access to my virtual care visit diagnosis and treatment plans?

Yes, you can access your virtual care visit history at any time through your CH Care OnDemand account. You have the option to print or forward your diagnosis and treatment plans to your primary care provider or other clinician, if you like.

What browsers do you support?

You can use any of the following browsers for your virtual care visit: Chrome, Edge, Safari, or Firefox. If you don’t have one of these browsers, you can download Chrome or Firefox for free.

How can I access CH Care OnDemand?

We recommend access to high-speed internet and use a device with video and audio functionality (such as a mobile phone, tablet, laptop) for a successful visit.


Call a VirtualCare Client Success Specialist (Mon – Fri 9am – 5p, EST) at (855) 606-0777