What can we
help you with?

Question 1

What is Amazon One Medical?

Answer

Amazon One Medical is a modern approach to medical care—allowing people to get care on their terms, on their schedule. One Medical members receive ongoing support for their healthcare needs, using the One Medical app to book in-office doctors’ appointments at locations near them, and to request 24/7 on-demand virtual care at no extra cost. Amazon One Medical Pay-per-visit gives Amazon customers the option to seek out one-time virtual visits for 30+ common conditions.

Question 2

How is One Medical Membership different from Amazon One Medical Pay-per-visit? Which should I choose?

Answer

Amazon One Medical gives people two ways to get medical care: Membership and Pay-per-visit.

Membership provides on-demand virtual care nationwide for ongoing support of healthcare needs, and a differentiated primary care experience if you live near a One Medical office. One Medical members can use the One Medical app to access 24/7 on-demand virtual care at no extra cost, including Urgent Video Chats. They can also use the app to message with their providers, easily request prescription refills and renewals, access their health records and care plans, and book same and next-day appointments for remote or in-person visits. Scheduled visits are billed to you or your insurance, with most major insurance plans accepted. One Medical memberships can be purchased by Prime members for $99/yr for the first member and $66/yr for each additional family member (maximum 5). If you're not a Prime member, One Medical memberships are available at OneMedical.com for $199/yr.

Pay-per-visit provides fast, convenient treatment for 30+ common health conditions through one-time virtual visits. With Pay-per-visit, you pay a flat, out-of-pocket fee starting from $29 for a message-only visit or $49 for a video visit.* If you don’t live near a One Medical office or if you already have a primary care provider, but you need a quick, one-time virtual visit for a common condition, Pay-per-visit may be a good option for you.

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

Question 3

What’s included in my One Medical Membership?

Answer

Membership includes personal services that enhance your healthcare experience, tools to facilitate access to healthcare services, and certain on-demand telehealth services that are typically not covered by or billed to insurance.

As part of your membership, you receive access to our app where you can:

• Send and receive secure messages with member support specialists and your care team

• Easily access your health records and care plans

• Request prescription refills and renewals

• Book billable in-person Office Visits or virtual Remote Visits in states where we have offices

• Office Visits: Scheduled, in-office appointments with your primary care provider or a provider of your choice that are billed to you/your insurance. Copays and deductibles apply when billed to insurance.

• Remote Visits: Scheduled, virtual appointments with your primary care provider or a provider of your choice that are billed to you/your insurance. Copays and deductibles apply when billed to insurance.

• Get 24/7 on-demand care nationwide with Treat Me Now or Urgent Video Chat via our apps at no extra cost

• Treat Me Now: Get help for common concerns such as seasonal allergies and urinary tract infections by answering a few questions in the app. Wait times apply.

• Urgent Video Chat: Connect with the next-available provider via a quick video call to address time-sensitive health questions. Wait times apply.

For both Treat Me Now and Urgent Video Chat, your provider may recommend an Office Visit or Remote Visit based on your clinical need.

Learn more about One Medical appointments

Question 4

Does a One Medical Membership come with my Amazon Prime Membership?

Answer

No, One Medical Membership is not included as part of an Amazon Prime Membership, but can be purchased by an Amazon Prime member for an additional $99/yr for the first member and $66/yr for up to five additional members (an exclusive discount price for Prime members). Terms apply.

Question 5

I’m not a Prime Member. Can I still get care?

Answer

Yes! You can still sign up for a One Medical Membership directly on the One Medical site, or learn more about the Pay-per-visit option.

Question 6

I purchased a One Medical Membership through my Prime account. How do I connect my Prime pricing to my One Medical account?

Answer

Locate and open the purchase confirmation email that was sent to the primary email address of your Prime account (don't forget to check the spam folder). The email will include options to either create a new One Medical account or apply your Prime pricing to an existing One Medical account. If you're unable to locate the purchase confirmation email, visit the membership management page and follow the on-screen prompts.

Question 7

Why is there a membership fee?

Answer

The One Medical Membership fee covers access to the One Medical app as well as One Medical’s on-demand and asynchronous virtual care services, as well as high-touch and value-added personal services such as insurance navigation and referral management. The on-demand virtual services are accessible through the One Medical app, featuring 24/7/365 on-demand video chats, secure provider messaging, “Treat Me Now” assessments for common health concerns, easy vaccine and medical record access, prescription renewals, and proactive reminders for follow-up care and referral needs.

The membership fee is not a covered benefit under most health insurance plans.

One Medical is dedicated to serving its community members, regardless of their financial means. Payment of the membership fee is not a prerequisite for receiving medical care in One Medical oﬃces.

Financial assistance is not applicable towards services rendered by outside facilities such as labs, specialist facilities, imaging facilities, etc. Learn more about options for accessing medical services at One Medical without payment of the annual membership fee on the One Medical website.

Learn more about your options and financial assistance on One Medical's website

Question 8

Does One Medical accept insurance? Is One Medical an insurance plan?

Answer

One Medical is not an insurance plan. One Medical does accept health plans from most insurance carriers as well as Medicare. Some of the more popular plans that One Medical accepts are listed on their website.

Learn more about insurances One Medical accepts

Question 9

How do I get care with One Medical?

Answer

One Medical members and patients can book appointments at any of the offices across the U.S. We recommend checking with One Medical’s oﬃce prior to making an appointment to ensure your insurance plan is accepted at the oﬃce you plan to visit, as this might vary based on location.

Learn more about One Medical office locations

If you don’t have a One Medical location nearby, you can still benefit from a One Medical Membership. You'll be able to get care right from your phone, 24/7, with on-demand care nationwide via Urgent Video Chat or Treat Me Now at no extra cost. And, if you travel to a city with a One Medical oﬃce, or if One Medical opens an oﬃce near you, you can book an appointment via the app to see one of our providers in person or via Remote Visit.

Depending on your location, there may be a requirement that One Medical first see you over video (or in person) before One Medical can provide care to you via Treat Me Now.

Question 10

Does One Medical offer pediatric care for my kids?

Answer

Yes, One Medical offers Pediatric Services (newborn - 17 years old) in several of our office locations. Please visit our locations page to find out if we have a Pediatric office location near you.

Question 11

I’m 65+ years and on Medicare. Does One Medical have an oﬀering for me?

Answer

One Medical provides comprehensive primary care for seniors on Medicare who can receive care in-person. Learn more about One Medical's primary care for seniors.

Learn more about One Medical's primary care for seniors

Question 12

I only have Medicaid. Can I receive care from One Medical?

Answer

Except for residents of Washington, DC, One Medical cannot care for individuals only on Medicaid.

Question 13

Can One Medical providers write a prescription for my condition?

Answer

One Medical has experience with a wide variety of conditions, including chronic condition management. If your One Medical provider determines that a prescription is appropriate as part of your course of treatment, your provider will send it electronically to your pharmacy of choice. If you have an existing prescription, you can submit a request to have it renewed through the renewal request tool within your One Medical online account or the One Medical mobile app after you become a One Medical member.

Question 14

I still have questions about One Medical. Who can I talk to?

Answer

For more information about One Medical, visit the One Medical website, the One Medical Help Center, or contact One Medical.

Visit the One Medical website

Visit the One Medical Help Center

See options on how to contact One Medical

Question 15

Am I eligible to use Amazon One Medical Pay-per-visit?

Answer

Amazon One Medical's Pay-per-visit telehealth service is available for U.S.-based patients between the ages of 18 and 64. At this time, Pay-per-visit is not intended for beneficiaries of government payor programs, including Medicare and Medicaid.

Question 16

Do I need to create a new profile for Pay-per-visit if I’m already an Amazon Pharmacy customer?

Answer

No. If you’re an Amazon Pharmacy customer, simply select your same Amazon profile when signing in to or signing up for Amazon One Medical Pay-per-visit.

Question 17

If offered a prescription, how will I receive it? Do I have to fill my prescriptions at Amazon Pharmacy?

Answer

Your Amazon One Medical provider can send any necessary prescriptions to any pharmacy you like, including Amazon Pharmacy.

Question 18

Do I need to be an Amazon Prime member to use One Medical Pay-per-visit?

Answer

No. Amazon One Medical Pay-per-visit is available to Prime and non-Prime members for a flat, out-of-pocket fee starting from $29 for a message-only visit or $49 for a video visit.

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

Question 19

Do I need a One Medical Membership to use Pay-per-visit?

Answer

No. You don’t need a One Medical Membership to use Pay-per-visit.

Question 20

Do I need to be an Amazon customer to use Pay-per-visit?

Answer

Yes. You need to create an Amazon account to use Pay-per-visit.

Question 21

Can I use my FSA/HSA card to pay for Pay-per-visit?

Answer

Yes. You can pay with your FSA/HSA card.

Question 22

Does Amazon One Medical Pay-per-visit take insurance?

Answer

Amazon One Medical Pay-per-visit does not accept health insurance for visits. If you normally use insurance to pay for your medications, you can do that with medications prescribed through all Amazon One Medical services.

Question 23

Do I need an appointment for Amazon One Medical Pay-per-visit?

Answer

No. You can start a one-time virtual visit 24 hours a day, 7 days a week. You don’t need to make an appointment.

Question 24

Can I get treatment if I’m temporarily in another country?

Answer

No. Amazon One Medical is only available in the U.S.

Question 25

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 26

Why do you need my photo ID?

Answer

In some cases, we may need to verify your identity for Amazon One Medical Pay-per-visit by reviewing a photo of your ID. We accept more than 15 types of government-issued ID from 249 countries and territories. Federal law prohibits us from accepting military IDs.

Question 27

How do I make changes to the Pay-per-visit intake form I just submitted?

Answer

For message-only visits: When your provider responds, just reply to their message and tell them anything you’d like them to know. Don’t submit a new intake form—you’ll be charged twice.

For video visits: You can give your provider the new information during your video call.

Question 28

Can I get a refund if I'm not satisfied with my Pay-per-visit experience?

Answer

Refunds are determined on a case-by-case basis. If you had a technical issue or have feedback about the care you received, please contact Customer Care at 1-888-663-6331. For medical questions or concerns about your treatment plan, contact your provider directly in your Pay-per-visit message center.

You should know that Amazon One Medical won’t issue a refund if a provider reviews your information and decides that prescription medication isn’t the best treatment for you.

Question 29

What if I want to change my pharmacy after my prescription was sent?

Answer

To change your pharmacy after your prescription has already been sent, reach out to the pharmacy you would like to transfer the prescription to with your prescription information, or contact your Amazon One Medical provider through the Pay-per-visit message center.

Question 30

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 31

Does Amazon One Medical Pay-per-visit offer ASL in video visits?

Answer

Yes, Amazon One Medical Pay-per-visit offers interpreters for American Sign Language (ASL) in video visits for adults. You can request ASL services when completing our visit intake form.

Question 32

Do you provide doctors’ notes?

Answer

Yes. Doctor's notes may be provided based on medical appropriateness, at your provider's discretion.

Question 33

If my Pay-per-visit intake form asks for a blood pressure reading, can I measure it at home?

Answer

Yes. If you have a blood pressure cuff or other means to measure your blood pressure, you can use that reading in your intake form.

Question 34

What reminders will I get for my video call?

Answer

We’ll text you a few minutes before your video call starts and when your provider joins the video call. In some cases, your provider will phone you if you don’t join the video call within 1 minute.

Question 35

How do I join the video call?

Answer

If you're on the waiting room page, you'll automatically join the video call when your provider is ready. We can also text you a link when your provider starts the video call. To get our text, go to your Account Settings page and opt in to receive text messages from Amazon One Medical Pay-per-visit.

Question 36

Can I cancel my video visit?

Answer

No. You can’t cancel your one-time virtual visit before the video call starts, but if you miss the call, we’ll automatically cancel your visit and you won’t be charged.

Question 37

What happens if I miss the video call?

Answer

Once your provider starts the video call, you’ll have 5 minutes to join. If you don’t join within 5 minutes, we’ll automatically cancel your one-time virtual visit and you won’t be charged. If your visit is canceled, you’ll need to start a new visit to connect with a provider.

Question 38

Does Amazon One Medical Pay-per-visit offer ASL in video visits?

Answer

Yes, Amazon One Medical Pay-per-visit offers interpreters for American Sign Language (ASL) in video visits for adults. You can request ASL services when completing our visit intake form.

Question 39

Does Amazon One Medical Pay-per-visit offer captioning for video visits?

Answer

Yes. Amazon One Medical Pay-per-visit offers captioning for video visits. You can toggle the option on and off from the video portal.

Question 40

How does a message-only visit work?

Answer

Just choose a message-only visit and fill out an intake form—no video call or live chat needed. In some cases, you may need to upload a few pictures. A provider will review your information and message you, then send a treatment plan that can include things like prescriptions and behavioral recommendations.

Question 41

Why can’t I choose a message-only visit?

Answer

Different states have different telehealth regulations, so Amazon One Medical Pay-per-visit can’t offer message-only visits for all conditions in every state. Additionally, some conditions are only offered through video visits as they may require more interaction with the provider.

Question 42

What kind of telehealth visits can my child have through Pay-per-visit?

Answer

At this time, parents and legal guardians can start telemedicine visits through Amazon One Medical Pay-per-visit for their children aged 2 through 11 years old for the following health conditions:

• Head lice

• Pink eye (conjunctivitis)

• Rash and skin infections

• Eczema

• EpiPen prescription renewals

• Asthma prescription renewals

Question 43

How do I get care for my child?

Answer

To get care for your child, you must create a child profile under your own existing Pay-per-visit profile. Parents and legal guardians can sign up or sign in from health.amazon.com/onemedical/ppv. There, you’ll see an option to add a new Pay-per-visit profile for you and your child. Select "Add a Profile," and choose "Minor under 18." Enter your child's information to complete the process.

After signing up your child, you’ll be able to select child-eligible visits, answer a few questions, and check out. Then the next available provider will review your child’s information, complete a clinical assessment, and deliver a treatment plan which may include a prescription sent to the pharmacy of your choice. If they’re unable to treat your child, they’ll let you know why, and you won’t be charged for the visit.

Question 44

Can I get care for multiple children?

Answer

Yes. You can create a child profile for each of your children.

Question 45

Can multiple parents and caregivers manage care for the same child?

Answer

No. At this time, your child’s Pay-per-visit profile can only be managed by a single parent or legal guardian.

Question 46

Can my child access care on their own?

Answer

No. Pay-per-visit only offers telehealth services for parents and legal guardians accessing care on behalf of their children. Children cannot access Pay-per-visit services on their own.

Question 47

Do I need to be present during my child's virtual visit?

Answer

Yes. You and your child must be present during the visit with your child’s provider. If either you or your child cannot attend, the visit will be cancelled at no charge.

Question 48

Can I sign up my child who is 18 or older?

Answer

No. Parents and guardians can only seek care for children ages 2-11 at this time. Adults 18 and older must create their own Pay-per-visit profile.

Question 49

How much do child visits cost?

Answer

You pay a flat, out-of-pocket fee starting from $29 for a message-only visit or $49 for a video visit.* No subscription or insurance needed.

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

Question 50

When can I have a visit?

Answer

You can start a telehealth visit 24/7, 365 days a year. You can get care for your child on your schedule, when you need it most.

Question 51

What type of healthcare provider will treat my child?

Answer

Children are treated by family practice physicians or licensed family nurse practitioners (FNPs). You'll be able to see the credentials of your child's provider during the visit.

Question 52

How do I know my child's health is being evaluated seriously?

Answer

Our providers follow strict clinical protocols when providing care. Before any treatment is prescribed, your child will undergo a comprehensive evaluation through our dynamic intake form, which screens for any concerning symptoms that would require immediate in-person care. Our providers carefully review your child's medical history, current symptoms, and existing medications to ensure safe and appropriate treatment. Additionally, our medical team conducts regular quality reviews to maintain the highest standards of care.

Question 53

Can I get a doctor's note for my child?

Answer

Yes. After your child completes their virtual visit, their provider can write excused absence notes, back-to-school notes, and no-play notes for sports or other activities if medically appropriate.

Question 54

How do I request my child’s medical records?

Answer

You can download your child’s treatment plan directly from your Pay-per-visit dashboard. If you require any further documentation, email your request to medicalrecords@ppv.amazon.health.

Question 55

Who are Amazon One Medical providers?

Answer

Amazon One Medical providers are Doctor of Medicine (M.D.), Doctor of Osteopathic Medicine (D.O.), Physician Assistant (P.A.), and Nurse Practitioner (N.P.) credentialed providers.

Question 56

Where can I find my Amazon One Medical provider’s credentials?

Answer

For in-office visits, One Medical members can see the credentials of each provider when selecting an appointment, or view provider bios on their One Medical office location page. This is a helpful way to learn more about your provider ahead of your visit, especially when looking to select a new primary care provider.

For on-demand Urgent Video Chats, One Medical members can see their provider’s name and credentials as soon as they begin a Video Chat, while they are reviewing your chart. To provide care in a timely manner, Urgent Video Chats are initiated by the first provider available.

For Amazon One Medical Pay-per-visit, you'll be able to see the professional credentials of your provider during your one-time virtual visit.

Question 57

Where are Amazon One Medical providers located?

Answer

All Amazon One Medical providers are located in the U.S. You’ll receive care from a provider licensed to practice medicine in your state.

Question 58

Will my Pay-per-visit provider need information from my primary care provider?

Answer

No. Your intake form responses will give your provider the information they need to treat you. If they need additional information, they’ll ask you for it.

Question 59

Can my Pay-per-visit provider send my treatment plan to my primary care provider?

Answer

Yes. To share your treatment plan with your primary care provider, just send your request through the Pay-per-visit message center with your doctor’s contact information.

Question 60

How do I request my medical records?

Answer

If you are simply looking for a copy of your treatment plan, you are able to download a PDF version by clicking the Print button in your Treatment Plan.

To submit a formal request for your Pay-per-visit medical records, send an email to medicalrecords@ppv.amazon.health. Please include the following information with your request: your full name and date of birth, who the records are for, what records you’re requesting, and your photo ID. Please allow up to 14 business days to process your request.

Question 61

How do you ensure clinical quality?

Answer

Amazon One Medical's top priority is providing high quality and safe care, backed up by a rigorous quality assurance program. All One Medical providers are licensed healthcare providers. Providers are held to strict regulatory standards and adhere to evidence-based practice guidelines.

Question 62

Will I always get a prescription through Pay-per-visit?

Answer

No. Your provider will prescribe medication when medically appropriate.

Question 63

Can I get a prescription for controlled substances through Pay-per-visit?

Answer

No. Your provider won't prescribe narcotics or other medications listed as controlled substances by the U.S. Drug Enforcement Agency (DEA) or by state law.

Question 64

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.

Accepted Answer

You can pay for Pay-per-visit telehealth care with a credit or debit card (Visa, MasterCard, American Express, Discover, etc.), a Flexible Spending Account (FSA) card, or a Health Savings Accounts (HSA) card. HSA/FSA eligibility is determined by your account administrator.

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

If you normally use health insurance to pay for your medications, you can do that with medications prescribed through Pay-per-visit. 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.

Accepted Answer

No. Government health programs impose mandatory billing requirements on providers when they treat government beneficiaries. In order to help keep cash pay prices low for customers, PPV does not accept or bill insurances. Therefore, if you are a government healthcare beneficiary you are not eligible to receive Pay-per-visit treatment regardless of whether you have additional commercial/employer insurance or are willing to pay out of pocket. However, if you would still like to receive care through One Medical, some office locations accept government health insurance plans and/or additional commercial/employer insurance for government beneficiaries. We recommend you contact your insurance carrier directly to verify One Medical is in-network. Learn more here: https://www.onemedical.com/insurance/

Accepted Answer

Amazon One Medical occasionally offers limited-time discounts on PPV visits for specific conditions and/or certain qualifying customers (e.g., new customers, Prime Members). Whenever a promotional discount is offered that is limited to qualifying customers, Amazon displays linked terms and eligibility criteria for that promotion to help you understand upfront whether or not you qualify. At checkout, PPV will confirm that you qualify for the promotion and apply the discount to your order total.

Accepted Answer

Your payment method will be charged when a provider has reviewed your information and delivered a treatment plan. Treatment plans can include prescriptions, instructions to take over-the-counter medication, or instructions to see a provider in person.

Accepted Answer

If your payment method is declined, we’ll email or text you with instructions about how to update your payment method.

Accepted Answer

Prior authorization requirements are decided by your health insurance provider. Check with your pharmacist or insurance provider to find out if your prescribed medication is covered by your insurance.

Accepted Answer

Learn more about eligibility and find affordable coverage through Medicaid, Medicare, and the Marketplace. Explore more at HealthCare.gov.

What can we
help you with?

Amazon One Medical

One Medical Membership

One Medical Pay-per-visit

Video visits with Amazon One Medical Pay-per-visit

Message-only visits with Amazon One Medical Pay-per-visit

Pay-per-visit care for children

Quality of care

Pricing, payments & insurance

What can we help you with?

Amazon One Medical

One Medical Membership

One Medical Pay-per-visit

Video visits with Amazon One Medical Pay-per-visit

Message-only visits with Amazon One Medical Pay-per-visit

Pay-per-visit care for children

Quality of care

Pricing, payments & insurance

What can we
help you with?