Video Visit FAQs

The following are some frequently asked questions about Video Visits:

WHEN SHOULD I USE A VIDEO VISIT?

Video Visits are available for a new health issue or symptoms, or as an option for a range of issues (e.g., coronavirus symptoms, back pain, ear infections, rash, sinus issues, sore throat, upper respiratory issues, urinary tract infections and more). Your doctor’s office can help determine if a Video Visit or in-person visit is right for you.

WHO OFFERS VIDEO VISITS?

More than 500 of our physicians* and advanced practice clinicians are offering Video Visits to new and established Edward-Elmhurst patients of all ages. This includes internal medicine, family medicine, pediatrics and a range of specialties.

*Physicians with Edward-Elmhurst Medical Group in specialty areas like family medicine, internal medicine, pediatrics, obstetrics and gynecology, and more.

HOW DO I SCHEDULE A VIDEO VISIT?

Schedule a Video Visit with your provider through MyChart by clicking on "Schedule an Appointment” from “Your Menu.” You can also start an on-demand visit by clicking on “Start a Video Visit Now.”

If you do not have a physician, you can find a primary care provider and schedule a Video Visit here.

Prior to scheduling a Video Visit, make sure to contact your insurance carrier to check your coverage.

WHAT DO I NEED FOR A VIDEO VISIT?

  • An active MyChart account (sign up at EEHealth.org/mychart)*.
  • A smartphone, tablet, laptop or desktop computer
  • Your device’s camera and microphone must be working
  • A reliable and secure internet connection

*If you don’t have a MyChart account yet, it’s easy to set one up. If you need help, call the MyChart Help Line at 630-527-5070.

Once you have an account, you can do the Video Visit by logging in to MyChart through the website or the MyEEHealth mobile app (recommended).

HOW DO I PREPARE FOR A VIDEO VISIT?

Prior to your Video Visit:

  • Find a quiet, private and well-lit space where you won’t be interrupted.
  • Fully charge your computer or device or plug it in.
  • Have a pen and paper ready with any questions you have for your doctor.
  • Log in to MyChart (from the MyEEHealth app or MyChart website).
  • Confirm your appointment date and time.
  • Complete eCheckin (required). It takes about 5-15 minutes.
  • Follow prompts to test your device’s camera, microphone and internet connection.

HOW DO I START A VIDEO VISIT?

Make sure your computer or smartphone has a camera and test your hardware before the visit.

About 10 minutes prior to your Video Visit:

  • Log in to MyChart on the MyEEHealth™ mobile app (recommended) or MyChart website.
  • For a scheduled visit:
    • Click on “Visits.”
    • Find your appointment time.
    • Click on “Begin Visit.”
    • Stay in virtual waiting room until your provider joins.
    • Explain your health issue, listen closely and take notes.
  • For an unscheduled visit:
    • Click on “Start a Video Visit Now.”
    • Follow the prompts to connect with the next available provider.
    • Explain your health issue, listen closely and take notes.

WHAT IF I’M HAVING TROUBLE CONNECTING?

Using the mobile app provides an optimal experience. If you are having trouble connecting from your mobile device, follow these steps:

  1. Close out all other open apps (they may be competing for audio resources)
  2. Disable Bluetooth
  3. Reboot mobile device before joining the video
  4. Switch from Wi-Fi to cellular data

If these steps do not work, the provider can send a new link by email or text. Note: We will use the email or phone number in your MyChart account. This link will connect you directly to the waiting room.

CAN I SWITCH TO AN AUDIO VISIT IF MY VIDEO DOESN’T WORK?

We will do all we can to make sure the Video Visit is successful. If you do not have video-enabled technology, your provider can convert to a Virtual Phone Visit and call you directly to conduct the visit over the phone.

WHAT IF I’M NOT MYCHART ACTIVE WHEN I START A VIDEO VISIT?

The provider can send a new link by email or text. Note: We will use the email or phone number in your MyChart account. This link will connect you directly to the waiting room.

I AM A FAMILY MEMBER; HOW DO I JOIN THE VIDEO VISIT?

The Video Visit provider can send a link to the patient’s proxy (family member) via text or email. Note: You must be set up in MyChart as the patient’s proxy so that we have your email address or mobile phone number.