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Scheduled Video Visit FAQs

What is a scheduled video visit?

A video visit allows you to complete a visit virtually with your primary care or specialty care provider without having to go to the doctor's office. All you need to participate is a UPMC Central PA Portal account plus a computer or tablet with a webcam and internet connection, or smartphone or tablet. If you use a mobile device, you will need to download the UPMC Central PA Portal app from your app store.

Please contact your insurance company directly if you would like more information regarding which insurers cover this service.

(Note: We do not treat emergent or life-threatening situations such as chest pain, lacerations, head injury, broken bones, coughing blood or loss of consciousness. Pregnant women with back pain or abdominal pain should also not use this service. We recommend you visit urgent care or the emergency room for the most serious conditions.)

Should you need help determining which care will best fit your need, please call: 1-888-782-5678 or 717-988-0000 option 6 or your provider directly.

Visit Details

What is the difference between an e-visit and video visit?

Video visits offer you the opportunity to speak with a provider in real-time using a webcam or mobile device, while e-visits involve completing an online questionnaire to receive a treatment plan.

How do I schedule a video visit with my provider?

You can schedule your visit by calling your provider directly.

Will medication be prescribed during the video visit?

Possibly, depending on the provider's recommendation based on your symptoms. (Note: We are unable to prescribe medications for certain controlled substances via video visit.)


Can I participate in a video visit on my mobile phone?

Yes. Mobile video visits require a connection to either the Internet or a 3G/4G/5G network. You must have an active UPMC Central PA Portal account to participate in a video visit, and you will need to download the UPMC Central PA Portal app to your handheld device before your appointment. When you first use your UPMC Central PA Portal account for a video visit, the device you are using may ask if you want to allow the UPMC Central PA Portal program to use the camera and the microphone, you must click Yes or Allow for the service to work.

Do I need a camera on my electronic device in order to participate in a video visit?

Yes. You will need a camera on your smartphone, tablet or computer to be able to see your provider during your video visit.

What if I have technical difficulties when it is time to begin my video visit?

If a technical problem prevents the video visit from being complete or if your doctor determines that your problem cannot be addressed through a video visit, the fee will be reimbursed.


How much will it cost to participate in a video visit?

If you have insurance, your health plan will be billed for your video visit.  If a covered service, you may be responsible for a copay, coinsurance, or deductible based on your plan

Do I need health insurance to participate in a video visit?

No. But be aware you will be expected to pay your bill at the time of service. You can also use your Health Savings Account (HSA). Please contact your insurance company to confirm coverage for video visits.

What else should I know?

If your symptoms worsen, you should seek immediate medical care in person from another provider, from a local hospital or by dialing 911.

I have a question that isn't listed here. Can you help me?

If you need help with registering for your UPMC Central PA Portal account or have technical issues please call 1-888-782-5678 or 717-988-0000 option 6 or submit online. If you have any other questions, please contact your primary care provider.