We’re so glad you chose Eleanor Health for your recovery! We know technology can be confusing and can add unwanted stress. Here’s some helpful information and tips on joining from your appointment link.
We’re updating how virtual visits are delivered to make your experience more reliable and easier to use.
What’s changing:
Appointments will now connect through Zoom.
What’s staying the same:
Your care team, schedule, and how you receive your visit link are not changing.
You can join from your phone, tablet, or computer.
To get ready, just follow these steps:
1. Download Zoom
Mobile: zoom.us/go
Computer: Zoom Download Center
2. Find your visit link
You’ll receive it by email, text, or through the patient portal, just like you do today.
3. Join at your appointment time
Click your link and follow the prompts to connect.
Good to know:
No Zoom account is required
For your first Zoom visit, we recommend joining about 10 minutes early to check your audio and video.
Choose your device below to see step-by-step instructions:
Your appointment link is sent the same way as always.
Try this:
Still can’t find it? Call us at (877) 759-5017 and we’ll help.
You can also join using your web browser if needed.
Visit zoom.us/go on your mobile device
Or use the Zoom Download Center on your computer
After installing, return to your appointment link and try again
Make sure your device allows access to your camera and microphone
Check your volume and internet connection
Restart the Zoom app and rejoin your visit
You can also Join a Meeting Test to check your audio and video settings
Still having trouble? We’re here to help. Call 877-759-5017
The Day Before Your Appointment
Members registered for the Patient Portal will receive a text message the day before the appointment with a link to the Patient Portal. Once you log in, you will find the details for your visit and the link to join your appointment. Here you will also find a link to a pre-appointment device check, allowing you to test and troubleshoot your device settings any time before your appointment.
15 Minutes Before Your Appointment
You’ll receive an appointment reminder email or text message (depending on your preferred method of contact, so long as you’ve consented) 15 minutes before your virtual visit containing your athenaTelehealth link. You can click on the appointment URL in your messages to access your appointment. If you’re unable to locate the link in your appointment reminder messages, the link can be accessed in the Member App under Upcoming Visits on the homepage or the Visits tab menu.
As soon as a second participant joins the room, the visit will begin automatically.
Try a few of these helpful tips for a successful virtual appointment.
General Tips
If you’re on a desktop or laptop:
If you’re on a mobile device:
No, you don’t need to log into the Patient Portal or download any kind of application to join the visit. The URL will come directly to your preferred contact method (email or text, so long as you’ve previously consented to such messaging with your healthcare provider’s office) and can be accessed via web browser (desktop or mobile). However, you can also access the link for your athenaTelehealth appointment in the Member App or on the Patient Portal, if registered. Speak to the staff and care team about registering for the athena Patient Portal.
Automated readiness checks are built into your virtual visit. In the confirmation message that contains details about your appointment, you’ll also be provided a link to a pre-appointment device check, which will allow you to test your device settings and troubleshoot audio or video issues. This link will not be available in any reminder messages.
The provider will join the call as soon as they’re able, but the virtual waiting room will expire after 60 minutes. Upon entering, you’ll read a message stating that the call will begin when your provider or a practice staff member joins the call.
Yes, up to four total users can participate in the call simultaneously, including users from both the patient and the provider side. If you require an additional participant to be present during the visit, such as a caretaker, you can share your visit link with them. When your second participant joins the call, they should enter their name and select their relationship to you from a dropdown (e.g. Jane Doe, Interpreter).
If you become accidentally disconnected in the middle of the visit, you can access the visit again using the same URL you were initially provided or by refreshing your browser page.
athenaTelehealth has the capability to be used as an audio-only call, but you should first check with practice staff about using only audio
