arrow pointing left
Back to FAQ Topics

Troubleshooting

FAQs

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.

How do I get my lab results?

Most labs are returned within 24-72 hours after your visit. Some labs take a week or more.

Here's how to access your lab results:

  1. We'll email you the results. Didn't get an email? Check your spam folder for an email from lab@zoomcare.com.
  2. You can review them later from your timeline at zoomcare.com. Select the date of your visit and view the "Send Out Tests" section of your "Visit Summary PDF."

NOTE: The secure link to your lab results expires 30 days after delivery. This keeps your personal health information secure.

I don't see all my records in my Timeline. How do I access them?

Missing a record? Please email us at health@zoomcare.com. We'll get back to you within 24 hours.

How do I transfer my prescription from one pharmacy to another?

Contact the pharmacy where your prescription was originally sent. They can transfer the prescription to a new pharmacy of your choice.

For ZOOM+Care Pharmacy Home Delivery, call (503) 941-3807

Stuck? Pharmacy not helping? Call the ZOOM+Care Help Team at (503) 684-8252.

My prescription isn't correct. How do I get help?

We're sorry to hear that your prescription is incorrect! Please call our Help Team at (503) 684-8252

I need paperwork filled out about my care. How do I send it to my provider?

Please email our Help Team and we'll be happy to assist. Don't forget to attach your paperwork for sports physicals, family leave of absence, worker's compensation or auto insurance claims. We'll get back to you within 24 hours.

I'm locked out of my online account. How can I reset my password?

To reset your password:

Go to zoomcare.com or the ZOOM+Care app.

  1. Select "More" from the main navigation
  2. Choose "Log in" from the list
  3. Click "Forgot your password" directly below the login button.

If you continue to have issues, call our our Help Team at (503) 684-8252. We'll verify your online account by asking you security questions.

How can I view or access my medical records?

You can access your medical records including upcoming and past visits, labs, and X-rays from your Timeline from the ZOOM+Care app.

  1. Select "Timeline" from the navigation
  2. Log in to your account when prompted
  3. Select the “Provider Note” of your choice

To share your records, download a record for each visit as a PDF.

If another medical office needs your medical records please have them send a fax request to ZOOM+Care at 1-866-859-8195.

Why do I have a $99 charge from ZOOM+Care?

If you're more than 5 minutes late and don't reschedule, we'll charge you $99. Same goes if you don't show up, or cancel with less than an hour's notice. If you reschedule the same day your $99 fee will be waived.

I was referred to a doctor who can't see me for weeks. What can I do next?

Please reach out to your insurer for a list of providers in your network that match your referral. The easiest way to get a hold of your insurer is to call the phone number on the back of your insurance card.

Will I be charged if ZOOM+Care cancelled my visit?

If ZOOM+Care cancelled your visit, you won't be charged a cancellation fee. We'll call you directly to reschedule your visit.

What should I do if I have a question or concern about privacy and security?

We're committed to your privacy and security. If you have a security concern, please email our Help Team. We'll investigate and get back to you within 24 hours.

How do I find a diagnosis code (ICD10) or a procedure code (CPT)?

Here's how to find your visit's diagnostic or procedure code:

  1. Select "Timeline"
  2. Select "Provider Note" for the desired visit
  3. Find the 3-7 character ICD-10 code (a, i.e., J01.90.) in the "Diagnosis and Plan" section
  4. Find the 5-digit CPT code (i.e., 97213.) in the “Office Visit” section.
Who can I talk to about a problem I had with my visit?

We're sorry to hear you that had a problem with your visit! You can email our Help Team. We'll investigate and get back to you within 24 hours.

Can I view my child's medical record?

You can access your child's records using the Timeline of your online account or the ZOOM+Care app.

  1. Select "Timeline" from the main navigation
  2. Log in to your account when prompted
  3. Open the menu next to your name, and choose your child's name

If you can't see your child's records in your account, it may be linked to a different responsible party's account. Try having the other responsible party log in to check. Still nothing? Call our Help Team at (503) 684-8252.

I have two accounts with two different email addresses. How can I sync them?

Call our our Help Team at (503) 684-8252

We'll verify your identify and sync your accounts.

How can I verify my employee's doctor note is valid?

Call our Help Team at (503) 684-8252 to validate your employee's doctor note.