Get COVID-19 treatment and request prescription for Paxlovid medicine online

Question 1

How can I get online or in-person COVID-19 treatment from Amazon One Medical?

Answer

If you're an Amazon One Medical member, 24/7 On-Demand Care is included in your membership. On-Demand Care has two telehealth pathways: Direct Message Care connects you to a provider through async messaging, and Video Care connects you to a provider in real time.

If you're an Amazon One Medical member and you live in a state where One Medical has offices, you can also get medical treatment through In-Person Visits or Scheduled Video Visits, both billable to you or your health insurance.

If you're not an Amazon One Medical member, you can still get 24/7 On-Demand Care for 30+ common health conditions by paying as you go for online treatment. To see the Direct Message Care and Video Care options where you live, get started from a condition detail page and choose your state.

*Direct Message Care availability varies by state. Prices subject to change.

Question 2

Can I use my health insurance to pay for Amazon One Medical On-Demand Care (formerly Pay-per-visit)?

Answer

Amazon One Medical doesn't accept health insurance for On-Demand Care, its 24/7 telehealth service. If you were charged for treatment as a non-member, you can submit a claim to your insurance provider for reimbursement, but we can’t guarantee they’ll reimburse you for treatment.

If you 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 medical care.

Question 3

What happens if my provider can't diagnose or treat my health issue through On-Demand Care?

Answer

We do our best to make sure you’re eligible for online treatment before you connect with a provider. When you request On-Demand Care, your health intake helps us understand whether you can be treated virtually, or if you'll need to be seen in person for more closely managed care. If your answers indicate that we can't treat you through our service, we'll let you know why, then recommend next steps so you can find the care you need.

Additionally, your provider may determine that you cannot be treated through our service after reviewing your health intake. If this happens, your treatment will be canceled and you won't be charged.

Question 4

Can I still connect with a provider after I'm treated through On-Demand Care?

Answer

Yes. When you receive treatment through On-Demand Care, you can message with your One Medical care team for an additional 2 weeks (14 days) regarding your care summary. This communication window allows you time to:

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

• 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 care summary and any follow-up correspondence. If you still need treatment adjustments or have questions after the 14-day communication window, you'll need to request a new treatment.

Question 5

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 6

Who can take Paxlovid?

Answer

The FDA has authorized the emergency use of nirmatrelvir-ritonavir (Paxlovid) for people who aren't seriously ill with COVID-19, but who have a higher risk of becoming seriously ill from the virus. The CDC identifies numerous risk factors that make someone eligible for Paxlovid treatment, including the following:

• Age 65 or over (if you're vaccinated against COVID-19)

• Age 50 or over (if you're not vaccinated against COVID-19)

• BMI 30 or higher (obesity)

• Physical inactivity (sedentary lifestyle)

• Current use or former regular use of tobacco products

• Pregnancy or recent pregnancy (in the last 6 weeks)

You may also qualify for treatment if you have an underlying health condition, including one of the following:

• Asthma

• Cancer, HIV, or a weakened immune system

• Chronic kidney disease (with eGFR above 30mL/min)

• Chronic liver disease

• Chronic lung disease

• Cystic fibrosis

• Parkinson’s disease or dementia

• Diabetes

• Disability that makes it difficult to do certain activities or interact with the world around you, including Down syndrome, ADHD, autism, and physical disabilities

• Heart condition like heart failure, coronary artery disease (CAD), or arrhythmia (irregular heartbeat)

• Mental health condition like depression or schizophrenia

• Sickle cell disease or thalassemia

• History of stroke, TIA, or cerebrovascular disease

• Substance use disorder (drugs or alcohol)

• Tuberculosis

Question 7

What if I can't take Paxlovid?

Answer

In cases where a patient can't safely take Paxlovid, a provider may prescribe molnupiravir (Lagevrio), an alternative COVID-19 treatment.

Question 8

Is it safe to take Paxlovid with my other medications?

Answer

Paxlovid is an antiviral medication that can interact with many different types of prescription drugs and over-the-counter supplements, including the following:

• Antidepressants like buproprion (Wellbutrin) and trazodone

• Antiviral medications that treat HIV

• Asthma inhaler with salmeterol

• Birth control*

• Blood thinners like warfarin (Coumadin) or rivaroxaban (Xarelto)

• Cholesterol medications like atorvastatin (Lipitor) or simvastatin (Zocor, FloLipid)

• Erectile dysfunction (ED) medications like sildenafil (Viagra)

• Heart or blood pressure medications

• Migraine medications like ergotamine

• Seizure medications like carbamezapine or phenytoin

• St. John's wort

Your Amazon One Medical provider will review your health information and let you know if you'll need to pause or adjust other therapies before you take Paxlovid.

*Paxlovid may affect how well birth control pills work. If you take hormonal birth control pills, we recommend using an additional barrier method (like a condom) until you’ve completed a full menstrual cycle after the 5 days of Paxlovid treatment.

Question 9

Clinical sources

Answer

1. CDC. (2020, February 11). Healthcare Workers. Centers for Disease Control and Prevention. https://www.cdc.gov/coronavirus/2019-ncov/hcp/clinical-care/outpatient-treatment-overview.html

2. Pfizer. (2023). Paxlovid: Highlights of prescribing information. labeling.pfizer.com/ShowLabeling.aspx?id=19599

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