The care you know, with great new benefits

FAQs

1. What does the membership fee cover?

   The annual membership fee covers the costs associated with the following member benefits:

   • 24/7 on-demand care with Video Chat at no extra cost and NO copay for virtual video chats
   • Messaging with your provider in the app
   • Easy booking of same/next-day appointments in the app
   • In-app prescription requests and renewals
   • Experts to help navigate the healthcare maze
   • Online access to your health summaries and care plans

   Our membership page provides more details on what you get with membership. The Annual Membership Fee allows us to offer you the innovative digital health tools and value-added services that make One Medical unique.

2. Can I use One Medical if I have insurance that isn’t accepted by your offices?

   Yes. If you have other insurance that we don't take, we will bill you out of network.

   One benefit that One Medical provides for those without commercial insurance / for self-pay patients is our 24/7 on-demand care, which is available without any co-pays. The only costs would be those associated with in-office care, prescriptions, lab needs, etc. Having the extra assurance that you can connect with someone from our virtual care team anytime day or night could prevent you from making sometimes unnecessary and costly visits to the emergency room or urgent care.

3. Can I still see my same specialist(s)?

   Yes. We have a partnership with our local health system partner, Advocate Health Care, giving members easy access to world-class specialists across this health system in the Chicago area. Of course, you can also choose to see a specialist of your choice.

4. Where are my medical records? How do I request my records?

   Dr. Dmytriv-Kapeniak will maintain copies of your records according to the Illinois statutes on medical record custodianship. She will utilize a third party record custodian to safely maintain records and facilitate releases. One Medical will only have records for those patients who become members. If you are not a member, your records will be securely stored and available through the medical record custodian listed below.

   For patients who choose to join One Medical:

   Once you join One Medical, your medical records will be transferred and uploaded into One Medical’s electronic medical record system so your current provider as well as any future provider you may schedule with (in any One Medical Office or with our Virtual Medical Team) will have access to your important health records. NOTE: Bringing records over from another system takes some time, but our goal is to get these incorporated into our medical records system as quickly as possible.

   For patients who choose NOT to join One Medical:

   We will work with a HIPAA compliant medical records vendor who will manage these releases. Please contact Desert River Solutions to request records by going to www.DesertRiverSolutions.com/requests. Their contact is info is provided below:

   Email: requests@DesertRiverSolutions.com

   Phone: 480-577-3150

   Fax: 520-214-0068

5. How will I be charged for care at One Medical? How does billing work?

   For In-Office Visits and scheduled Remote Visits, we will bill you (if self-pay) or your insurance and you will be responsible for your standard copayment and deductible, just like any doctor’s office. On-demand virtual care you get through the One Medical app is included in your membership at no additional cost unless otherwise noted. It does not get billed to your insurance, so there will be no cost regardless of your insurance coverage. One Medical will email your statement as soon as your claim has been processed by your insurance carrier. You can also always check your billing on the One Medical app under the “My Health” tab, then click “Insurance & Billing” to see your Online Bills.

6. What if I can’t afford the membership fee? Can I still join One Medical?

   If you don’t have the financial means to pay the Annual Membership Fee and would like to become a member of One Medical, please call any of our offices to learn about your options. To learn more about your options for accessing medical services with One Medical without payment of the Annual Membership Fee, click here.

7. Who can use my membership/account? Can I schedule my partner or child with my account?

   Your account is created exclusively for you and your care needs. Each person needs their own account to schedule an appointment or communicate with a provider about their health needs. To sign up a family member go to onemedical.com/mariya and save 50% off their membership price.