App Support

How can I get support for the ZOOM+Care app on iOS or Android?

You can speak with one of our Help Team associates by calling (503) 684-8252.

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Billing and Insurance

What is a Visit Receipt?

A Visit Receipt summarizes your ZOOM+Care visit and estimates any remaining charges before insurance reviews your claim. Visit Receipts may be updated with new charges after of your insurer’s review. We post all of your Visit Receipts to your Timeline.

Why do I have an outstanding balance?

An outstanding balance occurs when your insurance company determines you’re responsible for additional charges for your ZOOM+Care visit. We verify your insurance coverage before you arrive in-clinic, and you pay before you leave. However, once your insurer reviews the claim for your visit, they may retroactively adjust the services' cost.


Common reasons you could receive an additional bill from ZOOM+Care include:

  • You haven’t met your insurance plan’s deductible.
  • Upon review, your insurer determined certain services we provided aren’t covered by your plan.
  • Your insurer denied your claim because of a lack of coverage, meaning you’d be responsible for the full cost of the visit.

Have benefits or coverage questions? Contact your insurer. For a full billing statement of your visit, email us at health@zoomcare.com.

Why is my Visit Receipt an estimate?

We call your Visit Receipt balance an "estimate" because the total cost of your visit may change after your insurer reviews your claim. We'll email you if the amount you owe changes.

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ChatCare

What kind of treatment will I be prescribed over ChatCare™?

ZOOM+Care Chat providers follow evidence-based guidelines to determine if self-care, medication, or a referral to a ZOOM+Care clinic is right for you. We require patients to have had at least one visit in the last 12 months in order to get diagnostic and treatment services through Chat.

Self-care: Sometimes, you just need to hydrate and catch up on sleep. We'll send you instructions to get better from the comfort of your home.

Medication: If your ChatCare™ provider thinks you need meds, we'll send the prescription to the local pharmacy of your choice.

In-person visit: We'll let you know if it's best to head to a ZOOM+Care clinic. You'll be able to schedule a same-day visit while chatting with your providers.

What conditions are commonly discussed through ChatCare™?

Conditions commonly treated through ChatCare™ include:

  • allergic rhinitis
  • sinus infections
  • stable anxiety
  • stable depression
  • asthma
  • low back pain
  • colds
  • coughs
  • diarrhea
  • erectile dysfunction
  • fatigue
  • fever
  • hypertension
  • insomnia
  • smoking cessation
  • UTIs
  • and more.
What conditions require an in-clinic visit to be treated?

Your ZOOM+Care doctor will chat with you to determine if you need an in-person visit at a ZOOM+Care clinic to complete your diagnosis and treatment.

Conditions that require an in-person visit:

  • Chest pain
  • new headaches
  • eye problems
  • ear pain
  • cough with fever
  • shortness of breath or wheezing
  • rashes
  • abscess
  • cellulitis
  • skin issues
  • vaginitis
  • complicated UTIs
  • UTIs in patients over the age of 50
  • abdominal pain
  • STI testing
  • pediatric fevers and back pain.
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Coronavirus (Covid-19)

What are the most common symptoms of the Coronavirus (COVID-19)?

Most cases in adults include mild symptoms, similar to those of the flu. These cases can be safely managed from home. The most common symptoms of COVID-19 are fever (a temperature over 100.4℉ or 38.0℃), followed by cough and shortness of breath. These symptoms can be accompanied by body aches, fatigue, nausea, and congestion.

At least 80% of cases are mild and similar to the flu. Children seem to have even milder symptoms and tolerate the illness better than adults.

For more information, see: CDC: Symptoms of Coronavirus

How is COVID-19 spread?

COVID-19 spreads like other common viruses that cause a cold or the flu—typically via small droplets that spread when an infected person sneezes or coughs.

Being within close proximity to an infected person for a prolonged period (usually within 6 feet for 10 minutes) can put you at a higher risk of infection.

Virus particles can also spread through contact, such as shaking hands or kissing, or they can settle on surfaces such as doorknobs, countertops, and drinking glasses. 

For more information, see: CDC: Spread




How do I prevent the spread of COVID-19?

Simple measures such as routine hand washing (soap and water for 20 seconds or use of a 60% or greater alcohol-based hand sanitizer), avoiding touching your face, and covering your cough or sneeze help reduce transmission. Due to limited supply, only persons with symptoms suggestive of COVID-19 should wear masks to help cover coughs and sneezes.

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Covid-19 Antibody

Are antibody tests credible?

There are indeed many questionable COVID-19 antibody tests currently available in the US market. The FDA recently launched a national investigation of antibody testing manufacturers and is now requiring them to submit clinical testing data and receive an Emergency Use Authorization (EUA). The EUA process requires testing manufacturers to meet the sensitivity and specificity standards established by the FDA to ensure these tests' quality.

ZOOM+Care partners with a national reference lab, LabCorp, to support all of the COVID-19 testing conducted at our clinics. We are continually monitoring this testing platform to ensure our partners meet our rigorous quality standards and the expectations of our patients, clinicians, and the communities we serve.

How much do these tests cost?

LabCorp will bill your insurance directly. The cost of this antibody panel is $50. While most insurance providers will cover the cost, we encourage patients to check with their insurer prior to scheduling their test.

How do I know if I'm eligible for an antibody test?

All persons are eligible for antibody testing unless they are:

  • Currently experiencing symptoms of COVID-19 (fever, cough, shortness of breath, sore throat, body aches, nausea, loose stools or objective fever greater than 100.0 F) 
  • Currently asymptomatic, BUT their only onset of any symptoms was less than 14 days prior to testing.

Our doctors can determine if you are eligible for antibody testing. However, in order to receive testing, you must be symptom-free for at least ten days.

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Medical Provider Questions

I'm a medical provider. How do I contact ZOOM+Care?

Here are a few ways to get in touch with us:


Phone: (503) 684-8252
Fax: (866) 859-8195

Pharmacy: 503-941-3807


Mailing Address:
1455 NW Irving St
Suite 600
Portland, OR 97209

Referrals, labs, and medical records requests:
fax: (866) 859-8195

Imaging results:
We send our images using a PACS System. We'll set you up to access the images online. If you need the images on a physical disc, your patient can pick up a copy at the location where their imaging was performed.

What is ZOOM+Care's NPI and Tax ID?

ZOOM+Care Tax ID: 832849989

ZOOM+Care NPI: 1023582178

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Mental Health

How do I use ZOOM+Care for my Mental Health care?

At ZOOM+Care there is "no wrong door" for your Mental Health needs. We have multiple ways for you to get Mental Health care:

  1. Start with ChatCare™. The ChatCare™ team can answer basic questions, give guidance and advice, and refill most medications. Stimulants and other controlled substances cannot be refilled over ChatCare™. If you aren't sure what kind of care you need, start with ChatCare™!
  2. Schedule a same-day Illness and Injury visit if you are in full recovery. You can get evaluated, and we can offer refills for most medications. Stimulants and other controlled substances cannot be refilled by an Illness and Injury provider.
  3. Schedule a Mental Health or Internal Medicine visit if you aren't fully recovered or you think you need expert-level guidance.
I think I have ADD or ADHD. Can ZOOM+Care help me?

Yes! Schedule a Mental Health or Internal Medicine visit for an initial assessment or maintain treatment if needed. Both teams can treat ADD or ADHD. Our team of doctors will work with you to diagnose and then prescribe the appropriate treatment if needed!

Does ZOOM+Care prescribe benzodiazepines?

ZOOM+Care doesn't prescribe benzodiazepines such as Xanax (alprazolam), Valium (diazepam), Klonipin (clonazepam) or Ativan (lorazepam).

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Scheduling

How do I schedule a visit?

To schedule a visit, go to zoomcare.com/schedule or download the iOS App. Choose from thousands of same-day visits for urgent care, primary care, specialist care, alternative care, and much more. ZOOM+Care is phone-free. To reduce costs and provide better care, we ask that you schedule on zoomcare.com, or through the App.

Looking for the best times to schedule?

Urgent Care: schedule for the next day starting at 6:00 pm the day before.

Primary Care: schedule for the next day starting at 6:00 pm the day before.

Specialist Care: schedule up to 30 days out. No referral required.

Get the App now and start Zooming!




How do I schedule a visit for my kids?

We can care for your child at any of our neighborhood clinics! However, ZOOM+Care does not offer pediatric vaccines or well-child visits. Please contact your insurer for an in-network pediatrician.

Scheduling for your child is easy:

  1. Go to zoomcare.com/schedule or download the App.
  2. Choose the time, location, and doctor that works for you.
  3. Next, log in to your account or create an account for yourself (you must be over 18 years old).
  4. When finalizing your visit, you'll be asked, "Who is this visit for?" Choose "Someone else" and enter your child's information or select them from the drop-down menu.


When to schedule: 

You can schedule an Urgent Care visit for the next day starting at 6:00 pm the day before.

Note: your child's account can only be linked to one parent's account. Your accounts will be linked until your child turns 18 years old.

How can I download your app?

The ZOOM+Care iOS App can be downloaded on the iTunes Store. Download now. If you have an Android phone, download our app on the Google Play store.

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Social Distancing

With social distancing in place, do I still come into the lobby to check in?

If you’re early for your visit, please wait in your vehicle or outside the clinic until 5 minutes before your visit is scheduled to begin. Check in at the front desk when the lobby is clear and we’ll get you squared away!

Can I bring a parent, child, or friend with me?

When possible, please ask any friends or family members to wait outside the clinic. This helps us preserve personal protective equipment.

Can I wear my own mask into the clinic?

If you’ve got your own mask—great! Feel free to show it off! If you don’t, please obtain a mask from our associate when you walk in.

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Troubleshooting

How do I follow-up with my ZOOM+Care provider?

There are 3 ways to follow up with a ZOOM+Care Doctor:

  1. Chat with us! It's free if you're following up within 7 days of an in-person visit.
  2. Schedule with any doctor at zoomcare.com or through the App.
  3. Want to follow-up with a specific doctor? Find your doctor (Portland Doctors, Salem Doctors, Vancouver Doctors, Seattle Doctors), then click on their name to schedule directly with them.
What is the Perfect Visit®?

The Perfect Visit® is ZOOM+Care’s formula for delivering quality care! You’ll experience the 5 Moments of Truth™:

1. We address one problem per visit and start and end on time.

2. Your visit will start on time.

3. You’ll see your chart on the screen for total transparency.

4. You can receive on-site prescription medications, lab tests and vaccinations at every clinic.

4. We’ll wrap things up with a Magic Minute™ - we’ll review that we heard from you, go over the results of your exam and tests, and provide a crystal clear plan to get you better.

I missed taking my antibiotics. What should I do next?

For medical questions—including questions about medications—please use ChatCare™. It's free if you're following up within 7 days of your visit.

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VideoCare™

How does VideoCare™ work?

Click the VideoCare™ Visit button on our Instant Access portal and log in or register to start your VideoCare™ experience. Once you enter the VideoCare™ queue, we’ll match you with a provider and send you a secure link to join a video chat. Make sure you’re in a private place before you join. You won’t need to download, log in to, or use any software to connect with our providers. Simply click here to get care!

Who will I be talking to during the VideoCare™ Visit?

The ZOOM+Care providers you know and love will be connecting with you by video. You’ll find they are just as welcoming and thorough virtually as they are in person! We’ll match you up with the right type of provider based on your location and the type of care you need.

If I need an in-person visit after my VideoCare™ visit, will I be charged twice?

No. If you are referred to an in-person visit for the same issue on the same day, ZOOM+Care will only collect one payment.

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Visits by Phone

Why can’t I schedule an in-person visit at a ZOOM+Care clinic?

With the growing COVID-19 pandemic and national shortages of personal protective equipment (PPE), it is imperative–for both your health and safety, as well as the safety of healthcare providers–that healthcare facilities limit in-person contact to only urgent medical needs requiring physical exams, procedures, specimen collections, or imaging. Many other health concerns can be addressed virtually through ChatCare™ or by phone.

So, I can only Chat or schedule a phone call with a provider?

Yes. At this time, ZOOM+Care will start your care with a phone visit or a ChatCare™ session. During your phone or chat session, the provider will determine if an in-person visit is necessary to complete the care you need, and we’ll work with you to schedule the right kind of visit at one of our clinics.

What if I know I need an in-person exam or procedure?

We still perform in-person exams or procedures when medically necessary. Schedule a phone visit to connect with a provider to determine your next steps.

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What We Treat

Do you test and treat STI/STDs?

Yes, all ZOOM+Care neighborhood clinics diagnose and treat STIs/STDs. To schedule a visit, go to zoomcare.com or the iOS App.

How to schedule:

  1. Select Illness and Injury from the drop down menu
  2. Choose the time, location, and doctor that works for you.
  3. Next, log into your account or create an account for yourself (you must be over 18 years old).
  4. When finalizing your visit, you'll be asked "What's the reason for your visit?" Write "STD Check" as your reason.

NOTE: We can't diagnose or treat STI/STD issues through ChatCare. You need to schedule an in-person visit.

Do you do drug testing and screening?

No, we don't do drug testing or screening.

Can I get an IUD at ZOOM+Care?

Yes! Please schedule a visit with our Gynecology (Women's Health) Team today. To schedule a visit, go to zoomcare.com or the iOS App.

How to schedule:

  1. Select Gynecology (Women's Health) from the drop-down menu
  2. Choose the time, location, and doctor that works for you.
  3. Next, log in to your account or create an account for yourself (you must be over 18 years old).
  4. When finalizing your visit, you'll be asked, "What's the reason for your visit?" Write "IUD Placement" as your reason.
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ZOOM+Care Pharmacy Home Delivery

Which states are covered by ZOOM+Care Pharmacy Home Delivery?

Currently, ZOOM+Care is licensed to mail prescriptions within Oregon and Washington.

Does ZOOM+Care Pharmacy accept prescriptions from other providers?

Yes! We can receive prescriptions from outside providers via fax, phone, e-script, or hard copy.

How can I ask a pharmacist a question about my medication?

Our pharmacists are available for counseling Monday through Friday, from 8AM to 4PM. Please give us a call at 503-941-3807, and we’ll be happy to help.

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