Frequently Asked Questions
Q: What happens during a virtual visit?
A: You’ll meet with your provider via any device that has both audio and video capabilities, such as a smartphone, or laptops/tablets with a camera, – and you can do this is your home or any private location you choose. If you don't have one of these devices, we can support an audio only visit over the phone.
Q: Who is eligible for virtual visits and how do I schedule a virtual visits?
A: Any established or new patient is eligible to schedule a virtual visit.
- Established patients - Phone your provider's office or message your provider via MyChart to request a virtual visit.
- New patients - Contact our local call center at 207.777.8899.
Q: If I schedule a virtual visit and then decide I want to see my provider in person can I do that?
A: Yes – you may schedule any combination of in-office or virtual visits that you’d like.
Q: English is my second language. Are translation services available?
Y: Yes. You may access interpreter services for a virtual visit.
Insurance Coverage and Payment
Q: Is there a cost difference between an in-office visit and a virtual visit?
A: Typically, there is no cost difference between an in-office and virtual visit. You should check with your insurance carrier to fully understand your co-pay and deductible.
Q: If I have technical difficulty with my virtual visit, will I be charged for the visit?
A: Often times we can resolve minor technical difficulties or revert to audio only to complete your visit. However, if you are unable to complete your virtual visit with your provider, you will not be charged.
Q: Is a virtual visit eligible for HSA or FSA reimbursement?
A: Typically, payment and co-payments for medical services are covered. Please check with your employer’s specific program to be sure your visit can be reimbursed.
Q: If I have billing questions, who can I call?
A: Please phone St. Mary's Patient Representative/Billing Office at 207.777.8899.
Q: What do I need for a virtual visit?
A: Virtual visits may be simply completed using just your computer, tablet or mobile phone with the following requirements:
- A reliable internet connection
- A webcam and a desktop computer, laptop, Android device, or iPad/iPhone that meets the following minimum requirements:
- PC: Windows 7 or later
- Mac: macOS (OSX) 10.11 or later
- iPad/iPhone: iOS 10 or later
- Compatible browsers if using a desktop computer, laptop, or Android device:
- Firefox v.47 or later
- Chrome v.50 or later
Q: Is a virtual visit a secure connection?
A: Yes. Your virtual visit is entirely private and confidential. We do not record your visit.
Q: I'm having issues with my volume. How can I adjust?
A: Depending on your device, your volume controls may be located on the side or on the top of your device. Refer to your device instructions.
Q: What if I only have a landline or a device that is not capable of video?
A: If this is the case, we can support a telephone only visit. There are some limitations to this as your clinician cannot do a physical examination.