Visit with a provider for same-day urgent virtual care

Question 1

What are your telehealth options for urgent care?

Answer

Amazon One Medical offers multiple ways to get care from the comfort of your own home.

If you're a One Medical member and you live in a state where One Medical has offices, you can schedule Remote Visits with One Medical providers, which are billable to you or your health insurance. As a member, you can also get 24/7 on-demand virtual care via the One Medical app at no extra cost, no matter where you live in the United States.

If you're not a One Medical member, you can start a one-time virtual visit with Pay-per-visit. Pay-per-visit offers 2 types of telehealth for Amazon customers: video visits and message-only visits. Video visits are available from $49 in all 50 states and D.C. Message-only visits are available from $29 in 36+ states.*

To see your Pay-per-visit options for this condition, start a one-time virtual visit and choose your state.

*State availability varies by condition. Prices subject to change.

Question 2

Can I use my health insurance for Amazon One Medical Pay-per-visit?

Answer

Amazon One Medical doesn't accept health insurance for Pay-per-visit care. You can submit a claim to your insurance provider for reimbursement, but we can’t guarantee they’ll reimburse you for your one-time virtual visit.

If you normally use insurance to pay for your medications, you can do that with medications prescribed through all Amazon One Medical services. Amazon Pharmacy accepts most insurance plans. For other pharmacies, please talk with your pharmacy directly about insurance coverage. The cost of medication isn’t included in the cost of your visit.

Question 3

What happens if my provider can't diagnose or treat my health issue through Pay-per-visit?

Answer

If your provider can’t diagnose or treat your health issue through Pay-per-visit, they may recommend that you see a primary care provider or a specialist for in-person care. If that happens, you won't be charged.

Question 4

Can I communicate with a provider after I get my Pay-per-visit treatment plan?

Answer

Yes. When you use Pay-per-visit, you can message with One Medical providers within your personal dashboard for an additional 2 weeks (14 days) at no extra cost. This complimentary communication window allows you time to:

• Ask follow-up questions about any prescriptions or over-the-counter medications in your treatment plan

• Connect with a provider if you think your treatment needs to be adjusted

• Tell a provider if you're experiencing side effects from your medication

• Tell a provider if there's an issue getting your prescription from the pharmacy

• Let the One Medical care team know that you're feeling better

Your secure, HIPAA-compliant message will be received by the first available provider, who will be able to review your visit’s treatment plan and any follow-up correspondence. If you still need treatment adjustments or have questions after the 14-day communication window, you'll need to start a new visit.

Question 5

What if I want to refill my medication?

Answer

If your provider didn't include refills with a prescription when they sent your treatment plan through Pay-per-visit, you'll need to start a new one-time virtual visit to request another prescription.

There are many reasons why a provider may decide that prescription refills aren't medically appropriate. For example, they may want to assess how well a medication is working and whether or not it needs to be adjusted before you continue with the same treatment.

Question 6

How does Amazon One Medical protect my health information?

Answer

Amazon One Medical protects customers’ protected health information (PHI) with stringent, Health Insurance Portability and Accountability Act (HIPAA)-compliant privacy and security practices to keep information safe and secure.

We’re committed to building an infrastructure that fosters and promotes a culture of customer privacy and a strong commitment to safeguarding health information. We maintain administrative, physical, and technical safeguards to protect customer information. This includes conducting rigorous security reviews and testing during product development, using encryption to protect data, and providing features like two-step verification to help customers protect their accounts.

Amazon does not sell customers’ personal information, including PHI.

Question 7

What's the virtual prescription renewal policy at Amazon One Medical Pay-per-visit?

Answer

Pay-per-visit providers typically write online prescription renewals for a 30-day supply of medication.

Your provider will consider many factors when determining if a prescription is medically appropriate. For example, they may want to know how long it's been since you've:

• Taken your medication

• Seen your regular primary care provider

• Had appropriate lab testing

• Had your last prescription renewal through Pay-per-visit*

When you request a prescription renewal, you'll need to provide an image of your last prescription. Your provider will accept a photo of the prescription label or a screenshot from your medical records. The image must clearly show your name, the name of the medication, the dose, the directions, and the date the prescription was written.

There may be a limit to the number of renewal requests that a provider can evaluate in a one-time virtual visit. Providers will not renew prescriptions that require a prior authorization from your insurance company.

*Virtual prescription renewals may be limited to one or two within a 12-month period.

Question 8

What's the difference between a renewal and a refill?

Answer

When you run out of your medication, you refill it through a pharmacy. When you run out of refills, a licensed healthcare provider has to renew your prescription.

You can request a remote prescription renewal through Amazon One Medical. Your provider will send any new prescriptions to a U.S. pharmacy of your choice. You pay for the medication when you pick it up or have it delivered.

Question 9

What types of medical situations can't be addressed through Pay-per-visit?

Answer

If you need help with any of the following types of medical situations, you'll need to seek care from an in-person healthcare provider:

• Pregnancy-related concerns

• Complications from a recent surgery, hospitalization, or accident

• Eye symptoms like vision changes; or pain, tenderness or swelling around the eye

• Abnormal GI bleeding (blood in stool)

• Ear pain or possible ear infection

• Vertigo or dizziness

• Urinary tract infections (UTIs) in men

• Open wounds from animal bites, puncture injuries, pressure injuries, or surgeries

• Diagnosis of sexually transmitted infection (STIs)

• Mania, psychosis, or any mental health crisis

• Substance use detox

• Narcolepsy or insomnia related to sleep apnea

• Prescriptions for durable medical equipment (DME)

• Specialist referrals

• Diarrhea for longer than 3 weeks

• Forms including sports physicals, preoperative exams, FMLA paperwork, mental health forms, or medical notes for jury duty

Question 10

What types of medications can't be prescribed through Pay-per-visit?

Answer

Providers won't prescribe the following types of medication through Amazon One Medical Pay-per-visit:

• Weight loss medications like tirzepatide (Mounjaro, Zepbound), semaglutide (Ozempic, Wegovy), liraglutide (Saxenda, Victoza), and phentermine

• Any controlled substances. Examples include narcotics, Ambien, anti-anxiety medications (benzodiazepines) like Xanax, and ADHD/amphetamine medications like Adderall

• Muscle relaxants like cyclobenzaprine (Flexeril)

• Antipsychotics or mood stabilizers

• New prescriptions for mental health medications or prescription renewals for mental health conditions other than anxiety and/or depression (e.g. bipolar disorder, schizophrenia)

• Promethazine

• Chronic pain and nerve pain medications like gabapentin (Neurontin) and pregabalin (Lyrica)

• HIV (PrEP) medications

• Hormone replacement therapy (HRT)

• Blood thinners/anticoagulants like warfarin (Coumadin)

• Compounded medications

• Any medications where continuous lab monitoring is needed

• Opioid antagonists like naltrexone

Question 11

Can I get mental health treatment through Pay-per-visit?

Answer

No. You can't see a mental health provider for behavioral therapy, psychiatry, counseling, coaching, clinical social work, or other mental health specialties through Amazon One Medical Pay-per-visit. For mental health care, you'll need to see a primary care provider or a mental health care provider for guidance.

If you've taken a medication for depression or anxiety within the past 4 days, you can request a prescription renewal through Pay-per-visit, but your provider won't adjust or initiate medication.

Your Pay-per-visit provider won't renew prescriptions for stimulants like Adderall for ADHD, benzodiazepines like Xanax, antipsychotics like quetiapine (Seroquel) or aripiprazole (Abilify), mood stabilizers like lithium, or nerve pain medications like gabapentin (Neurontin) or pregabalin (Lyrica).

Question 12

What depression and anxiety medications can be renewed through Pay-per-visit?

Answer

When medically appropriate, your Amazon One Medical Pay-per-visit provider may renew prescriptions for the following psychotropic medications:

• Buproprion (Wellbutrin)

• Buspirone (Buspar)

• Citalopram (Celexa)

• Desvenlafaxine (Pristiq)

• Duloxetine (Cymbalta)

• Escitalopram (Lexapro)

• Fluoxetine (Prozac)

• Hydroxyzine (Vistaril)

• Levomilnacipran (Fetzima)

• Mirtazapine (Remeron)

• Paroxetine (Paxil)

• Propranolol (Inderal)

• Sertraline (Zoloft)

• Venlafaxine (Effexor XR)

• Vilazodone (Viibryd)

• Vortioxetine (Trintellix)

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Visit with a provider for same-day urgent virtual care

How it works

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Important treatment exclusions*

Providers won't prescribe*

Commonly treated health issues

Respiratory

Skin

Infection

Others

Musculoskeletal

Stomach (GI)

Prescription renewal*

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Anti-aging & anti-wrinkle skin care

Rash & skin infections

Cough, cold, flu & strep throat

Frequently asked questions

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