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FAQ

GENERAL

What is Xpress Covid Testing?

Xpress offers on-demand telehealth care through our easy access patient portal/app and home-deliverable services with our dependable care team.

What can Xpress treat?

Xpress treats problems that can fall under Immediate care, Mental Health, and Sexual Health, please go to our services page to find out more!

Is Xpress meant to replace my doctor?

No. Xpress should complement your primary care physician, especially when they have a busy schedule and cannot meet your needs right away.

How does Xpress work?

Don’t wait weeks for an appointment. Our doctors, therapists, and specialists can help you with the flu, infections, anxiety, stress, skin conditions, and provide advice on serious medical conditions. No matter what you’re facing, we’re available from wherever you are by phone, video, or app.

APP/PORTAL QUESTIONS

How do I get started?

Getting started with us very easy and quick. Simply locate and click on the “On-Demand Care” button at the top right of our navigation bar. This will take you to a sign-in page where you can take an assessment, follow the steps, and speak directly with one of our medical staff.

Do you support my state/city?

We are in the process of expanding our services nationwide in order to help as many people as possible. Currently we only serve the Chicagoland area.

How do I get the app?

Go to the App store and search for myHealthX. Download the app to get your services even quicker.

I got disconnected, what now?

Select the On-demand button at the top right and then type your phone number for verification. There should be an option to reconnect to your call.

How do I join my scheduled telehealth appointment?

Select the On-demand button at the top right of the page and then type your phone number for verification. You should now locate your appointments and join the specific one you were looking for.

How long will the Assessment take me?

You will receive a text or email with your test results.

What do I need to have with me during the registration process?

Demographic information, insurance info, and your patient records.

How will I find out about my scheduled service?

You will receive a text or call confirmation.

How will I get my test results?

You will receive a text or email with your test results.

How long will it take to schedule a telehealth appointment?

It should only take about 5 to 10 minutes to schedule an appointment from our portal after taking one of our quick assessments. After that fill in your preferred date and time, and one of our highly trained medical receptionists will reach out via call or text to confirm it.

MEDICAL SERVICES QUESTIONS

Do you treat children or teens?

Yes! We treat pediatric patients ages 0 -17 years old. Please go to our on-demand portal at the top, right-hand side. Log-in to your parent account, choose the “pediatric services” category to speak with a medical professional.

Do I need to already be diagnosed with a condition (Ex. ADHD, Insomnia, STD) to get a service?

No, our patients are required to submit a detailed medical history survey prior to their initial consultation. A qualified mental health care professional or provider will then conduct a comprehensive evaluation to obtain an accurate diagnosis and effective treatment. The evaluation includes a thorough diagnostic interview, information from independent sources such as the spouse or other family members, DSM-5 symptom checklists, standardized behavior rating scales for ADHD and other types of psychometric testing as deemed necessary by the clinician.

What happens during the initial appointment?

Our healthcare providers will review the patient’s medical chart and history, and then speak with the patient directly to complete a health assessment and evaluation. The provider may request prior medical records or order additional diagnostic testing to be performed to obtain an accurate diagnosis and treatment plan. If the provider writes a prescription, it can be delivered directly to the patient’s home.

Will I get a prescription?

Our highly qualified providers have extensive experience diagnosing and treating a variety of illnesses and health conditions. They are able offer judgment-free comprehensive evaluations of your medical situation and based upon their evaluation and clinical diagnosis, they will provide treatment recommendations and prescriptions if deemed necessary.

COST/BILLING QUESTIONS

What insurance does Xpress accept?

Xpress works with most insurance providers, and you will receive an explanation of benefits (EOB) about your prescriptions and services.

How do I pay for Xpress services?

Xpress will always bill for the services we provide. If your insurance does not cover the cost, we can accept payment directly from you. For further Medical billing questions please reach out to 800 number.

What if I don’t have insurance?

You can pay a flat/out-of-pocket rate depending on the service you choose.

What is an explanation of benefits (EOB)?

An Explanation of Benefits is a summary of the prescriptions and services that were provided to you by Xpress. These were covered by your insurance and require no further payments from you. This document usually arrive within 45 days of service rendered.

Cost of care for a Xpress visit

Your bill may show charges that are higher than these numbers. Medical charges are different than what is allowed by your insurance company and what you may pay out of pocket. Bill payment methods include credit, debit, health savings account (HSA), health reimbursement account (HRA) and flexible spending account (FSA). At times, third-party service providers may be recommended including imaging, labs, prescriptions, or other healthcare services. In these instances, the patient will be billed separately by those services.

For billing questions, contact us directly at +1 800-871-7668

Explanation of benefits (EOB)

Most insurers send an Explanation of Benefits (EOB) from your insurance company 30-45 days after your visit. This will explain what they covered based on the services rendered at the time of the visit.

COMMON QUESTIONS

Your services bill

You may then receive a bill from Xpress. The amount is based on your insurance plan / deductible and is determined by your insurance company. Your bill is based on the level of care provided. Bills are submitted to your insurance company using the HealthX billing team.

What if I don’t have insurance?

If you do not have or we are not contracted with your insurance company, HealthX accepts payment of a flat rate of $275 at the time of treatment via credit card. This flat rate is for everything that we do, which includes medications administered, procedures performed, and on- site lab tests obtained. At times, third-party service providers may be recommended including imaging, labs, prescriptions, or other healthcare services. In these instances, the patient will be billed separately by those services. Payment methods include credit, debit, health savings account (HSA), health reimbursement account (HRA) and flexible spending account (FSA) payments.

How quickly does the telehealth provider or medical team arrive at my home?

After contacting us, it typically takes 1-2 hours for a telehealth visit to start or to dispatch a medical team to your location. Please note that the ETA may vary depending on the number of patients visits we have that day. When you call to schedule a visit, you will be given an accurate arrival time.

How do I book an appointment?

Booking an appointment with us is easy! Simply give us a call or click here.

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