Skip to main content

All your health info, all in one place.

Frequently Asked Questions

Thank you for scheduling a video visit with your health care provider. Here are answers to some of the most common questions we receive.

What is a video visit?

A video visit is another way to get medical care from your provider. Instead of coming into the office, you’ll meet with your provider using video capabilities on your mobile device or computer. You can schedule a video visit by contacting your provider’s office.

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

How do I get ready to do my video visit from my mobile device?

In order to meet with your provider via video, you’ll need a MyAdvocateAurora account, the LiveWell with Advocate Aurora Health app and the Zoom Cloud Meetings app.

Step 1: Get the LiveWell app

Download the LiveWell with Advocate Aurora Health app to access your MyAdvocateAurora account from your mobile device.

Download MyAdvocateAurora for Android Download MyAdvocateAurora for iOS

Step 2: Get the Zoom mobile app

  • Download the Zoom Cloud Meetings app (available on Android and iOS), which will enable you to connect to your provider via video.
Download MyAdvocateAurora for Android Download MyAdvocateAurora for iOS

See Zoom’s site for more information on testing your audio and video.

Step 3: Sign up for a MyAdvocateAurora account

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

  • From the LiveWell app, tap Sign up at the bottom of the screen.
  • Follow the prompts to create an account.

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

How do I get ready to do my video visit from my computer?

Step 1: Download and test the Zoom desktop app

For those who’ve never downloaded the Zoom desktop app:

  • Go to https://zoom.us/test.
  • Click Join on the Join Meeting Test page.
  • If the Zoom desktop app doesn’t automatically install:
    • Click download & run Zoom in the pop-up window.
    • Click on the Zoom .exe prompt in the bottom left corner of the screen.
  • When prompted, enter your name and click Join Meeting.
  • Click Join with Video on the Video Preview window to confirm your video works. You should see yourself in the window.
  • Follow the prompts to confirm your audio works
    • Confirm you can hear audio.
    • Confirm your microphone works.

For those who’ve already downloaded the Zoom desktop app and just need to test it.

  • Go to https://zoom.us/test.
  • Click Join on the Join Meeting Test page.
  • Click Open Zoom on the Open Zoom? pop-up notification window.
  • Click Join with Video on the Video Preview window to confirm your video works. You should see yourself in the window.
  • Follow the prompts to confirm your audio works
    • Confirm you can hear audio.
    • Confirm your microphone works.

See Zoom’s site for more information on testing your audio and video.

Step 2: Sign up for a MyAdvocateAurora account

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

  • If you received an account activation text message or email, click 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, go to the MyAdvocateAurora sign up page and follow the prompts to create an account.

How do I check in for my video visit appointment?

You will check yourself in online. You can check in and complete your visit from the LiveWell app on your mobile device or from MyAdvocateAurora on your computer. Please get started 15 minutes before your appointment so you have time to complete the check-in process.

How do I begin my video visit from my mobile device?

About 15 minutes before your appointment time, choose a quiet, comfortable, private place and follow these steps to check in and begin your visit:

  1. Sign in to your LiveWell app.
  2. Select your video visit appointment from the Appointments section of the home screen.
  3. Select Go to PreCheck-In
    1. Follow the prompts to complete your PreCheck-In.
    2. Once your PreCheck-In is complete, select Close.
  4. Select Begin Visit which will open the Zoom app. Follow the prompts to open Zoom and sign in to your video visit. Wait for your provider to appear and then participate in your visit.

After your visit, sign in to the LiveWell app to read the message about your visit and complete the survey to tell us about your experience.

  1. Sign in to your LiveWell app.
  2. Select the Message for you alert that appears in the Notifications section of the home screen.
  3. Select the message from your video visit.
  4. Read the note from your provider and complete the survey to tell us about your experience.

How do I begin my video visit from my computer?

About 15 minutes before your appointment time, choose a quiet, comfortable, private place and follow these steps to check in and begin your visit:

  1. Sign in to MyAdvocateAurora.
  2. Go to Visits then Appointments and Visits.
  3. Find your video visit appointment and click Details.
  4. Select PreCheck-In and follow the prompts to complete your PreCheck-In.
  5. Select Begin Visit. Wait for your provider to appear and then participate in your visit.

After your visit, sign in to MyAdvocateAurora to read the message about your visit and complete the survey to tell us about your experience.

  1. Sign in to MyAdvocateAurora.
  2. Select Messaging then Message Center.
  3. Select the message from your video visit.
  4. Read the note from your provider and complete the survey to tell us about your experience.

How long should I wait for my provider?

Please wait for 15 minutes past the scheduled start time for your video visit. If your provider hasn’t joined the visit by then, leave the video visit and contact their office to reschedule.

Will prescriptions, tests or other services be covered by the video visit cost?

Any prescriptions, additional tests or other services will be billed separately. Only the consultation, diagnosis and treatment plan are considered part of the video visit.

Is my video visit covered by insurance?

Video visits scheduled with your provider are covered by insurance subject to any co-pay or deductible – just like an in-person visit.

How is a video visit I schedule with my provider different than a video visit I start myself?

A scheduled video visit is performed by your personal health care provider, who has decided a visit via video is appropriate for your situation. The cost will be covered by insurance and is subject to any copay or deductibles.

Video visits you start yourself are different because they’re performed by a pool of providers, cover a set list of symptoms and require payment at the time service is provided.

Can a video visit be canceled?

Before your visit starts, you can cancel your visit from your LiveWell app or MyAdvocateAurora.

From your mobile device: 

  1. Sign in to the LiveWell app.
  2. Select your video visit under the Appointments section of the home screen.
  3. Select Cancel Appointment.

From your computer:

  1. Sign in to MyAdvocateAurora.
  2. Go to Visits then Appointments and Visits.
  3. Find your video visit appointment and select Cancel.

At any time during the video visit, your provider may advise you to seek in-person treatment. Please follow their instructions.

Are video visits safe and private?

Video visits in the LiveWell with Advocate Aurora Health app or your MyAdvocateAurora account on your computer, which are powered by Zoom, are safe and secure.

I am experiencing technical issues. What do I do?

If you experience any issues with Zoom during your video visit, the Zoom help center is a good place to start with troubleshooting your issue. Here are some resources for commonly asked questions:

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