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Connected Care Telehealth Frequently Asked Questions


Common questions about telehealth at Ballad Health


Who is eligible and how can I start using Connected Care?

Existing patients should contact their Ballad Health Medical Associates provider to find out if Connected Care is an option for them.

New patients should call (423) 224-3955 to schedule a Connected Care appointment.

Virtual Urgent Care Clinic patients can schedule a visit online or call (423) 224-3955 to make an appointment.

Will I need to download anything to use the Connected Care service?

If you are using a Windows computer, you will need to download the Google Chrome or Mozilla Firefox web browser. However, Connected Care does not require an app or any other type of download.

How can I find out if my doctor or healthcare provider offers Connected Care telehealth services?

Call your healthcare provider’s office to see if they offer the Connected Care service.

More than 300 Ballad Health providers are already trained to use Connected Care, and more will be trained in the future.

If I’m a new patient, can I schedule a Connected Care visit with a Ballad Health Medical Associates provider?

Yes. New patients should call (423) 224-3955 to speak with a patient service representative to begin the process of scheduling a Connected Care appointment.

This service is available Monday through Friday, 8 a.m. to 8 p.m., and Saturday and Sunday, 8 a.m. to 6 p.m.

What do I need in order to participate in Connected Care?

To use Connected Care, you will need:

  • An active email address and internet access.
  • A web-enabled device, such as a desktop computer, laptop, tablet or smartphone. The device must have a front-facing camera.

Compatible platforms

  • Windows XP 32-bit and 64-bit
  • Windows 7 32-bit and 64-bit
  • Windows 8 32-bit and 64-bit
  • Windows 10 32-bit and 64-bit
  • Mac OS X 10.6 and later
  • iOS Update 13 or later

Compatible browsers

  • Chrome (recommended)
  • Firefox (recommended)
  • Internet Explorer / IE 8, IE 9, IE 10, IE 11
  • Safari
How do I start my visit?

A few minutes before your scheduled appointment, click the link contained in the email sent to you after you called to schedule your Connected Care appointment.

What is the cost of using Connected Care?

The cost of a telehealth primary or specialty care visit is the same as a traditional office visit.

For virtual urgent care visits, there is a $30 flat fee.

Insurance coverage

If you’re uninsured, you will be charged the same discounted rate, which is based on your income, as an in-person visit to a Ballad Health Medical Associates facility.

If you are insured, check with your health insurance provider to see if a telemedicine visit is covered under your plan and determine what the copay or deductible might be.

Am I still able to see my Ballad Health provider in-person if I use Connected Care?

Yes, you and your provider will develop a plan of care that can include in-person visits and Connected Care.

Think you might have COVID-19?

Schedule your COVID-19 test online if you are concerned you may be ill with COVID-19.

Or call 833-822-5523 to be screened. This Ballad Health Nurse Connect line is active 24 hours a day, 7 days a week.

You can also use this Coronavirus Screening Tool to help determine if you or a loved one need to seek medical care.