****WHW will providing telehealth-only services at least through end of May****
Please continue to check back for updated information
- Scheduling and Accessing Telehealth Appointments
- Frequently Asked Questions (FAQ)
- Appendix Links:
Scheduling and Accessing Telehealth Appointments
At this time, all of our appointments are telehealth appointments. Schedule an Appointment:
- If you have an appointment currently scheduled with your clinician please plan to have a video appointment unless otherwise notified. See the steps below for how to prepare for your appointment.
- If you are an established patient with WHW but do not have a scheduled appointment at this time, contact reception at 503-729-1380 or contact your clinician at their extension.
- If you are interested in becoming a new client, please submit a new patient treatment request form here (Click "Submit a Request" on this page.)
Prepare and Access Your Telehealth Appointment:
- If this is your first telehealth visit, please contact your insurance at the number on the back of your card to check your telehealth benefits (see steps and questions to ask below in our FAQ).
- Read the Informed Consent for Telehealth Services prior to your appointment (click the link to see the form).
- Our clinicians are establishing telehealth video appointments in one of three ways. You may be contacted prior to the appointment or at the time of the appointment:
- Your clinician may call you by phone to establish a video appointment with you.
- Your clinician or our office may contact you by phone prior to give you information on how you can access your video appointment.
- Your clinician or our office may send you an email with a link for joining your video appointment. ***If you wish to find out which way you will be contacted please call your clinician at their extension
- We are using the HIPAA compliant version of Google Hangout Meets for our telehealth appointments. This platform can be accessed through computer or phone. 10 minutes before the appointment make sure the device you use is fully charged or plugged in and that:
- If you plan to use your phone: Prior to the appointment download the Google Hangouts Meets app. (It's important to select the Google hangouts with “Meet” in the title, that is the HIPAA compliant version we use. )
- If you plan to use your computer: Please test your video and audio prior to the appointment so we can use our time efficiently to provide the care you need. Using Google Hangout Meets in Google Chrome browser is the best option.
- If you are having problems, call your clinician at their extension to let them know.
- Ensure you are in a private space with as few distractions as possible which will provide us with the confidential space needed to conduct an appointment.
- If you need to cancel/reschedule, please leave a voicemail with your clinician to cancel 24 hours in advance.
FREQUENTLY ASKED QUESTIONS (FAQ)
***WHW now has limited openings for new patients at this time. All initial assessments are being provided via telehealth (video) until we are again open to face-to-face appointments. To request an appointment click on the button at the upper right-hand corner of this page, then scroll to and click on "Submit Request" to be directed to online form to request an appointment.
- Is Willamette Health & Wellness (WHW) utilizing telehealth during the COVID-19 crisis?
Yes. Our clinicians will utilize telehealth/telemedicine via either video or telephone (depending on your insurance requirements). Please see above how you can schedule an appointment. (IMPORTANT NOTE: By Oregon Law, a clinician may only provide services to residents of the state in which they are licensed. You can only receive telehealth from our Oregon licensed clinicians if you are an Oregon Resident).
- Can I come into the WHW offices for a face-to-face appointment?
At this time WHW is providing telehealth appointments only with rare exceptions. If you believe you require a face-to-face meeting, you may leave a message with your clinician if you feel this is the case. They will contact you to discuss the risks and benefits of such a decision. If your clinician and you decide this is necessary, you will also need to meet the below requirements:
- You do not have a known exposure to COVID-19.
- You are currently not experiencing symptoms of fever, cough or other respiratory illness.
- You do not have a family member at home who has had a known exposure or symptoms listed above.
- How do I access my telehealth appointment?
Please see the steps above for how to access and prepare for your telehealth appointment. You will be contacted prior to your appointment with instructions on how to access the appointment. If you have additional questions please contact your clinician at 503-729-1380.
- What if I don’t want to come in for a face-to-face visit and my insurance doesn’t cover telehealth?
If your insurance does not cover telehealth we can still complete a telehealth visit with you. Some insurances are providing access to previously uncovered services due to COVID-19. However as is the case with any service there is no way to guarantee that your insurance will pay for services. If your insurance does not pay for services rendered you will be responsible for fees incurred.
- What if I don’t know if my insurance covers telehealth?
Your insurance company determines coverage for telehealth, we have some general information below and questions you can ask your insurance when you call them to find out about your telehealth benefits.
- If you are a Medicaid member with CareOregon your visit will be covered
- Many insurances have loosened their restriction on telehealth for in-network providers during the COVID crisis. We are in-network with MODA, Pacific Source, Aetna, BCBS-Oregon, CareOregon, ComPsych, First Choice Health
- We are out-of-network with Cigna, Optum, UBH, Providence & Kaiser, you will need to call them to inquire about telehealth coverage.
- Call your insurance at the number provided on your insurance card. Here are four questions you can ask your insurance about to clarify your telehealth benefits:
- Do I have telehealth benefits for behavioral health?
- Can I see my provider at Willamette Health & Wellness for telehealth?
- Do my benefits cover telephone calls or video?
- Are there any other restrictions I should be aware of?
- We will bill all insurance for any telehealth services (whether you are in-network or 0ut-of network). We are hopeful that all commercial insurance carriers will cover telehealth during this crisis, but we can not predict how each insurance company will respond.
- Is my copay/co-insurance different with telehealth?
There is wide variability in how insurances are handling co-pays/co-insurance during the COVID crisis.
Some insurances are waiving co-pays/coinsurance for all mental health and physical health treatments and some are waiving for one, both or neither. This varies by insurance company and by individual plan.
WHW is continuing to collect co-pays/co-insurance per usual, unless we are informed by the patient or insurance that these are being waived. We are unable to call each patient’s insurance to check on the status of co-pays/co-insurance but instead will have to rely on information we receive from insurance after the insurance claim is processed and explanation of benefits (eob) is received. You may also request that we do not collect from you until after we received the EOB. If we collect copays that eventually are covered by insurance we will provide a refund or post it toward future visits.
At this time we understand that deductibles will still apply. We do not collect deductible payment until after the visit is processed through insurance (as a standard, not just during COVID).
- What if I want to cancel and reschedule my appointment?
You may cancel and reschedule an appointment by calling your clinician’s extension. Leave a message indicating you will not attend the appointment and why. They will have our reception team contact you to reschedule. Your voicemail must be time stamped prior to the time of your appointment in order to qualify for the waiving of any cancellation fees . Please call 24 hours in advance to avoid late charges. We charge a “missed appointment” fee if you do not contact us about your appointment before your appointment time and do not attend either via telehealth or in person.
- What do I do if I feel like I need to see someone face-to-face for my appointment and my clinician is providing only telehealth appointments or is not working?
If you are having an emergency you can call your county crisis line (Multnomah County is 503-488-9888) or go to your nearest emergency room. If you need to speak to our on-call provider, you may leave a message at 503-729-1380 (ext. 123). All messages left for the covering provider by 4pm will be returned by 6pm.