FAQ

Frequently Asked Questions 

How do I become a member?

If you’re an eligible employee from one of our employer partners, you can use the near-site health center. You become a member by simply creating an account, either online or at our health center. Once your account is verified, you will have access to all the services of the health center 24/7.

How do I make an appointment?

You can make an appointment for any of our health services online, in person, or by phone. If you’re scheduling online, simply log in, and access the scheduling tool. Select the provider and appointment type you are seeking and include any information you think will help the provider understand the reason for your visit. However you schedule, you’ll receive an email confirmation as well as a reminder 24 hours before your appointment. For your convenience, we also allow a “pre-flight” check-in to your appointment.

What happens after hours when Crossover Health is closed and I need care?

Our care team is available 24/7, including nights, weekends, and holidays for established patients. Please call the main phone number and you will be routed to the physician on call. You can also log in to the Crossover Health portal to message your provider, request a refill prescription, and review your results online. Depending on the nature of the request, your provider can access your online health record to document care, order refills for convenient pickup, or communicate with specialist and imaging centers in the community..

How do I switch from my current provider? How do I obtain my health records?

Services at Crossover Health are available to you regardless if you choose Crossover Health as your designated medical home. We are here for you when you need us. If you do choose to use Crossover Health as your primary medical home, you can choose to move your health records from your current provider by simply requesting them. Crossover Health can provide you a simple form used to make this request, and accepts your records by mail, fax, or electronic transfer using secure protocols.

Are there additional costs, such as co-pays or programs that I have to pay myself?

Each employer determines the benefit design of its specific insurance program. This typically includes a nominal co-pay, deductible or coinsurance for services. Our hosts can share with you the Fee Schedule for your employer upon request.

What if I need to get an MRI or see a specialist?

If you need care outside the Wellness Center, our care team will help coordinate a referral. We also work with the referring specialist to ensure that all the information from outside care is collected back into your medical record for complete documentation.

How do referrals to other providers work?

Our care team seeks to ensure the very best care for you when you need additional services that we do not provide. We have curated a network of specialists who share our commitment to an engaging patient experience and work closely with them to make the referral process seamless and efficient. Rest assured that our hosts and care coordination services will help you navigate the often complex and confusing health system.

What insurance does Crossover accept?

Crossover Health is set up to work seamlessly with your employer’s health plan. Our hosts know your plan well and can answer any questions you may have on your employer’s fee schedule.  

How do I use ride sharing services?

Crossover Health has partnered with Lyft ride-sharing services to ensure that patients can easily access the health center. Simply access the app on your mobile device and a ride should be available within about 5 minutes. Please apply the rate code received in your confirmation email and the ride will be discounted accordingly.

How can I provide feedback to the health center?

There are multiple avenues to provide feedback to the Health Center including: completing a Patient Satisfaction Survey after your appointment, sending an email to info@gocrossoverhealth.com, or talking directly to our Practice Manager on site.

Is my health information secure?

Your personal health information is protected by federal privacy and security regulations. Crossover Health complies with HITRUST standard to protect personal health information as the various privacy, security, network, architecture, and related standards. As a separate Medical Group, we do not share identifiable health information with your employer.

Do you share health information with my employers?

Your employer will not have access to your personal health information. This is dictated by policy and procedures that have been put in place to ensure the privacy of your health information as required by the Health Information Portability and Accountability Act  (HIPAA).

Your employer has access to de-identified data to report on the state of health of its employee population in aggregate, in the form of a corporate dashboard. These data are used to help us identify high risk / high prevalence areas within your company  where investment in and deployment of new wellness programs and tools to help employees manage identified health conditions will have a positive impact.

How do I request medical records be sent from Crossover to my regular provider?

The health information saved in our electronic health record is accessible through several export standards utilized throughout the health industry. The EHR used by Crossover Health takes advantage of the continuity of Care Record (CCR) format. This is accessible upon request and within your online account.

Can a spouse or partner come with me to my appointment?

Yes your spouse/partner can accompany you to your appointment.

What is the payment process?

You can pay for services using credit card (VISA, MasterCard, Discover and American Express) or debit card which includes your Health Savings Account (HSA) Payment Card. Crossover Health will ask you to pay for any applicable cost at the time of your visit.