Video visits with your primary care provider, specialist or care team

Video visits are another way to get medical care from your primary care provider, specialist or other members of your care team. You'll meet with your provider using video capabilities on your mobile device or computer. These video visits are private and secure. You can schedule a video visit with a virtual primary care provider online. To request a video visit with your in-person provider, call their office or schedule in LiveWell, if available.

Before your visit, you'll want to get your mobile device or computer set up with the technology you'll need to see and hear your provider. When it's time for your video visit, find a quiet, comfortable, private place in your home - or wherever you happen to be - so you can meet with your provider.

If you've requested a Quick Care Video Visit, you'll find those instructions here.

In order to meet with your primary care provider, specialist or another member of your care team via video from your computer, you’ll need a LiveWell account.

Step 1: Sign up for a LiveWell account

If you don’t have a LiveWell account, sign up for one now.

  • If you received an account activation text message or email, select the link in that message and follow the prompts to complete your account setup.
  • If you do not have an account activation text message or email, create your LiveWell account now.

Step 2: Begin your visit

About 15 minutes before your appointment time, follow these steps to check in and begin your visit:

  1. Sign in to LiveWell.
  2. Open menu and under My Record, select Visits.
  3. Find your video visit appointment and select Details.
  4. Select PreCheck-in, and follow the prompts to complete your PreCheck-In.
  5. Select Begin Visit in LiveWell. Follow the prompts and sign in to your video visit. Wait for your provider to appear and then participate in your visit. Please allow up to 30 minutes for your provider to join.
  6. Once you’re done meeting with your provider, select Leave Meeting.

For additional help, watch our video:

Note: Please disable pop-up blockers to ensure your video visit runs smoothly. Select your browser to get help on how to do this:

Step 3: After your visit

Get information about your visit and complete the survey to tell us about your experience.

  1. Sign in to LiveWell.
  2. Open menu and under Communication, select Messages.
  3. Select the message from your video visit.
  4. Read the note from the provider and complete the survey.

In order to meet with your primary care provider, specialist or another member of your care team via video from your mobile device, you’ll need a LiveWell account and the LiveWell app.

Step 1: Get the LiveWell app

Download the LiveWell app to access your account from your mobile device.

Step 2: Sign up for a LiveWell account

From the LiveWell app, select Create an account at the bottom of the screen and follow the prompts to create an account.

Note: If you received an account activation text message or email, select the link and follow the prompts.

Step 3: Begin your visit

About 15 minutes before your appointment time, follow these steps to check in and begin your visit:

  1. Sign in to your LiveWell app.
  2. Open the menu and under My Record, select Visits.
  3. Find your video visit appointment and select Details.
  4. Select Go to PreCheck-In
    1. Follow the prompts to complete your PreCheck-In.
    2. Once your PreCheck-In is complete, select Close.
  5. Select Begin Visit. Please allow up to 30 minutes for your provider to join.
  6. Once you’re done meeting with your provider, select Leave Meeting.

For additional help, watch our video:

Note: Please disable pop-up blockers to ensure your video visit runs smoothly.

Step 4: After your visit

Get information about your visit and complete the survey to tell us about your experience.

    1. Sign in to your LiveWell app.
    2. Open menu and under Communication, select Messages.
    3. Select the message from your video visit.
    4. Read the note from the provider and complete the survey.

Frequently asked questions

Please view our comprehensive frequently asked questions resource page.

Contact us

If you need help with LiveWell, contact our support team at 855-624-9366 or via email.