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Get started by reading through the frequently asked questions about LiveWell. If you can't find an answer to your question, call the LiveWell support team at 855-624-9366 or email LiveWel...@aah.org.
The LiveWell app (iOS Android) or website makes it easier than ever to manage your health and access the care you need, when and where you need it. You'll be able to message your provider, manage appointments, refill prescriptions, conduct virtual visits and more.
For security reasons, LiveWell automatically times out after 20 minutes of inactivity. If you were automatically signed out, please wait five to 10 minutes before signing back into the LiveWell app (iOS Android) or website. As an added precaution, and to protect your privacy, please sign out of LiveWell whenever you leave your computer.
Our Language Services team is available for interpretation support. Call the LiveWell support team at 855-624-9366 and our teammates will connect you with an interpreter to help answer your questions.
Two-step verification is an additional layer of security designed to protect the information in your LiveWell account. In addition to signing in to LiveWell with your username and password, two-step verification prompts you to enter a one-time use security code that helps us verify your identity.
Two-step verification is turned on by default, but you can review security features and more in your LiveWell account settings at any time. We recommend using two-step verification to help keep your personal and health information secure.
Advocate Health Care and Aurora Health Care have always maintained pride in exceeding Health Insurance Portability and Accountability Act (HIPAA) security requirements. We ensure your identity and personal information are safe and secure.
Parents or guardians have the right to request limited proxy access for their 12- to 17-year-old through LiveWell at any time. Patients 12-17 years old can grant expanded proxy access to their parent or legal guardian if they choose, which includes the subset of conditions specified above.
Video visits with your primary care provider, specialist or other members of your care team let you meet with your own provider via video instead of coming into the office. If your provider has decided a video visit is appropriate for your situation, they'll suggest and schedule one with you.
Yes, we'll bill your Quick Care Video Visit* or video visit with your primary care provider, specialist or another member of your care team to your insurance, including Medicare and Medicaid as your primary or secondary insurance.
Quick Care Video Visits you request through the LiveWell app (iOS Android) or website will not be done by your provider. We have qualified providers trained in telehealth on call to perform video visits.
If a friend, family member or caregiver attends your in-person appointments for your assistance or comfort, they can also join your video visit if they have access to the Zoom app, which you'll use to conduct your secure video visit on your computer. When you begin your video visit, ask your provider for the Zoom meeting ID and password, which you can then share with whomever you want to join your video visit.
Anyone over the age of 18 who's physically located in Illinois, Wisconsin or Michigan can request a video visit. Our video visit providers are only licensed to practice telemedicine in Illinois, Wisconsin and Michigan.
For example, if you live in Illinois and go on vacation in Florida, you can't do a video visit while on vacation. However, if you live in Florida and go on vacation in Illinois, you can do a video visit with one of our providers.
You can also request a video visit on behalf of minors ages 2 up to 18 if you're their legally authorized representative. For a video visit, the minor must be present and visible with you for the duration of the appointment.
When you submit a video visit on behalf of a minor between the ages of 12-17 years old, you must use their proxy account. Don't use your own account to request a video visit for your dependent. Learn more about proxy/dependent care.
Quick Care Video Visits are available for people 2 years and older (unless otherwise noted) who are experiencing minor symptoms or conditions covered in this list. Learn more about starting a Quick Care Video Visit in Illinois or Wisconsin.
If you have additional medical questions after your Quick Care Video Visit, you can call 844-284-0381 to speak with a virtual health nurse. If your symptoms are not improving, we recommend you follow up with your regular provider.
You will check yourself in online. You can check in and complete your visit from the LiveWell app (iOS Android) on your mobile device or from the LiveWell website on your computer. Please get started 15 minutes before your appointment so you have time to complete the check-in process.
Please note that during times of high volumes, wait times can be longer and your provider may join the visit after your scheduled start time. If you need to step away from your computer, please watch for an email notification indicating your provider is ready to begin. However, we suggest starting your video visit right away after you complete check in. This way you won't miss this important notification to start your video visit.
At any time during the video visit, the provider may advise you to seek in-person treatment. If it appears that your symptoms suggest an emergency, they'll advise you to seek care at the closest emergency department.
Zoom is a dedicated portal for video visits on your computer, and Advocate Health Care and Aurora Health Care have enhanced security measures like meeting IDs, visit verification and unique passwords to ensure only you and your provider have access to your video visit.
For minor issues such as back pain, cold symptoms and urinary infections, e-visits offered through Symptom Checker in LiveWell can be a convenient, cost-effective alternative to going to a clinic or urgent care.
Note to parents and legal guardians: When you use Symptom Checker and submit an e-visit on behalf of a minor child if offered based on their symptoms, you must use the child's proxy account. Don't use your own account to submit an e-visit for your dependent. Learn more about proxy/dependent care.
If you have follow-up questions or concerns after your e-visit, call 844-284-0381 to speak with our virtual health nurse. If your symptoms persist or worsen, please contact your primary care provider.
Yes, just select Find Urgent Care/Lab Services to search and view ACL Laboratories locations near you. Then select Get in line to pick a time and location that works best for you. You can choose to come in now or find a time that works best for you later today or tomorrow.
You can schedule testing for COVID on the LiveWell website by selecting Your Menu. Under Find Care choose Self-Scheduled Care. On the LiveWell app, scroll down to find COVID testing on the home page.
With the exception of simple screening mammograms and CT calcium heart scans, it's not possible to make radiology appointments online using the LiveWell app (iOS Android) or website. This is due to the complex nature of most radiology appointments and the special instructions that go along with each appointment.
Please keep in mind that not all appointment types can be rescheduled. If you're having trouble rescheduling through the LiveWell app (iOS Android) or website, you can reschedule by calling your provider's office directly.
Yes, you can choose where you visit based on location and current wait times at our urgent care clinics. Just select Find Urgent Care/Lab Services to search for urgent care locations near you. Then select Get in line to pick a time and location that works best for you. You also can walk in for care.
The current wait time is the average time you'd spend in the waiting room if you arrived at the clinic now. During your visit, you may wait additional time to see a provider, complete tests or other steps. Wait times and the order in which patients are seen change based on the number of patients and severity of their care needs.
As an Advocate Health Care or Aurora Health Care patient, you can see your medical record in LiveWell. This means you may sometimes see your health information and test results even before your provider. Seeing your results before your provider may cause worry, so you can ask them to wait to post your results in LiveWell until they have a chance to talk to you to help you understand the information.
Many of your medical records should be available. However, there are times when some information may not appear. Certain laws don't allow providers to automatically post notes and results in your account, while some notes or results can only be made available once your provider has discussed them with you.
If you have technical questions about the records and health information available in LiveWell, contact the LiveWell support team by email at LiveWel...@aah.org or call us toll free at 855-624-9366.
You can also download records of your visits for yourself or to share with a new provider. These records include information about any health issues you may have as well as allergies, immunizations and more.
We also use a system called Care Everywhere for sharing some of your health information with other participating health organizations, such as hospitals, physicians and health care providers when they need to treat you. Most of your health information in our system is automatically included unless you request it to be excluded in writing. To request to be opted out or opted back in to Care Everywhere, fill out our opt out/opt in request form [PDF] and submit it to your doctor's office.
In compliance with the 21st Century CURES Act, Advocate Health Care and Aurora Health Care are making most laboratory and imaging results as well as provider notes available shortly after completion through LiveWell.
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