FAQs

Learn more about Centivo Virtual Primary Care and how to get started.

• What is Centivo Virtual Primary care?

  Centivo Virtual Primary Care is a convenient care option that takes the place of an in-person primary care doctor. You can visit with your doctor online from the comfort of your home, at work or on the go. Using the secure and easy-to-use app, you can schedule an appointment and communicate with your doctor, refill your prescriptions, view your medical chart and more. If you need to be seen in person, your dedicated Virtual Primary Care Team will help arrange in-person care with a local, quality in-network provider.

• If I sign up for Centivo Virtual Primary Care, can I keep my current primary care doctor?

  When you choose Centivo Virtual Primary Care, this replaces your current primary care doctor. Your dedicated Virtual Primary Care Team will get to know you and will be your first stop for all your care. If your current doctor isn’t in the Centivo Network, Centivo Virtual Primary Care is a convenient option to consider.

• What if I need to be seen in person?

  While most care can be provided by your doctor on a phone or video call, there may be times when you need to be seen in person. If this happens, your Virtual Primary Care Team will guide you to in-person care with a quality, in-network provider near you.

• Does Centivo Virtual Primary Care cost anything?

  All visits with your Virtual Primary Care Team are FREE. If you need care outside of your Team, such as seeing a specialist, getting blood work or an MRI, you may have out-of-pocket costs based on your plan details.

• What are the advantages of Centivo Virtual Primary Care?

  Centivo Virtual Primary Care is a convenient alternative to in-person primary care. You can get all your primary care at home, from work or on the go, whenever you need it – for FREE! You can communicate with your Primary Care Team by phone or through the secure and easy-to-use app. You can schedule appointments and communicate with your doctor, refill your prescriptions, view your medical chart and more. It’s a great choice if you don’t have a primary care doctor already. And, if you decide you prefer an in-person primary care doctor, you can switch at any time throughout your plan year.

• Where is Centivo Virtual Primary Care available?

  Please view our map to see if Centivo Virtual Primary Care is available to you. We’re working to expand to other states as well.

• Can I use Virtual Primary Care when I’m traveling?

  Yes, if you’re traveling, you can still contact your Virtual Primary Care Team for any care needs.

• Who can become a patient?

  Centivo Virtual Primary Care is a convenient option offered with many Centivo plans. You can become a patient if:

  • You have a Centivo plan that includes Centivo Virtual Primary Care as part of the network,
  • You’re 18 or older and
  • You live in a state where Centivo Virtual Primary Care is available.

• Can my covered dependent(s) who live out-of-state use Centivo Virtual Primary Care?

  Centivo Virtual Primary Care is available to your covered dependents 18 years and older who live in a state where Centivo Virtual Primary Care is available. They can visit with their Virtual Care Team from the comfort of their home, at work or on the go.

• Is Virtual Primary Care available in other languages besides English?

  The Virtual Primary Care Team can provide care in Spanish as well as 150 other languages.

• How do I contact my Virtual Primary Care Team?

  The Centivo Primary Care Team is available Monday–Friday, 9 am–6 pm ET through the secure Virtual Primary Care app. After-hour appointments are available Monday and Thursday, 6 pm–7 pm ET. An on-call provider is available for urgent matters. You can also use the app to make appointments, refill a prescription and view your medical chart. If you have a life-threatening emergency, call 911 or go to the nearest urgent care or emergency room.

• Do I have to use the Virtual Primary Care app?

  The Virtual Primary Care app is the primary way you’ll communicate with your Primary Care Team. It’s available on your mobile device or desktop computer. The app makes it easy to make appointments and talk with your Team, refill prescriptions, and view your medical chart.

• I'm on a plan that requires me to activate and designate a primary care doctor. How do I activate with Centivo Virtual Primary Care?

  For members enrolled in a Centivo health plan, there are 3 easy ways to activate with Centivo Virtual Primary Care:

  • On the Centivo app: Text “DOWNLOAD” to 65021 or visit your app store
  • Online: Go to my.centivo.com
  • By phone: Call Centivo Member Care using the phone number on the back of your ID card.

  View detailed instructions

• I'm on a Centivo plan that requires me to designate a primary care doctor. Can I change to an in-person Primary Care Team at any time during the year?

  Absolutely! It’s important to find the Primary Care Team that’s the right fit for you. If you’re enrolled in a Centivo health plan, we make it easy to change your designated Primary Care Team in the Centivo app or portal, or by calling Centivo Member Care.

• Who can I call if I have questions about Virtual Primary Care?

  Call Centivo Member Care using the phone number on the back of your ID card. Once you become a Virtual Primary Care member, you can reach out via the Centivo Virtual Primary Care app.

• What other resources are available?

  For quick educational resources, we recommend UpToDate and the epocrates Patient Literature Library.

  If you are an individual living with diabetes, please refer to these self-management materials.