About Privia Health

Privia Health is a national physician-focused organization that delivers innovative tools and resources to help you and your family enjoy a seamless healthcare experience. Our resources enhance your relationship with your doctors, allowing them to spend more time on you and your care. Together, we’re focused on helping you prevent disease, manage chronic conditions, and support you in achieving better health.

Coronavirus Safety Precautions

Your health and safety is our highest priority. We have important information about the Coronavirus for you and your family, and continue to update our safety protocols following guidance from the Centers for Disease Control and Prevention (CDC) and local health authorities.

Frequently Asked Questions

Virtual VIsit Virtual Visit Questions

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Patient billing questions Patient Billing Questions

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Patient Portal Patient Portal

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myPrivia Mobile App myPrivia Mobile App

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Virtual Visit Questions

What is a Virtual Visit?

Whether you need a follow up with your PCP, a specialist visit, or immediate care, Privia providers can connect you with the care you need at your convenience. Meet with a board-certified provider with your mobile phone, tablet, or computer without stepping foot in their office.

For more information and to view an explainer video, see our virtual visits page here.

How do I begin a visit on a mobile device?

Watch this video for step-by-step instructions on starting a virtual visit on your mobile device

How do I begin a visit on a desktop or laptop?

Watch this video for step-by-step instructions on starting a virtual visit on a desktop or laptop.

Why can’t I connect to my visit?

Open your email and click the “Start Visit” button or go to your text message and click the link in your text message. If you already have the myPrivia app downloaded, the visit should automatically launch within the myPrivia app.

Why can’t I see or hear my provider?

Remember to use a device with a webcam, microphone and strong internet connection. If prompted by your device, be sure to ‘allow’ the technology to access your webcam and microphone.

When will I receive a confirmation message for my visit?

We will send a message to the email account or cell phone you have on file with our office. Be sure to complete the check in steps as prompted by the message. If you cannot locate your confirmation message, contact our office and we will send you another virtual visit link.

When I try to launch my visit on my mobile device and click “I already have the app” it does not take me anywhere and I get stuck on this screen. How do I get into my visit?

If you get stuck on this screen and already have the myPrivia app downloaded, scroll up to the top of the page and you should see the myPrivia app appear with the option to “OPEN” on the right hand side. Click “OPEN” to proceed (see screenshot below).
app

How do I improve the video quality or my connection?

Poor video quality is usually caused by a slow internet connection. You will need an absolute minimum internet connection of 20 mbps to do a virtual doctor’s visit. To test your internet connection speed, visit https://www.speedtest.net/ and press Go. If the test says your speed is under 20 mbps and you’re using wifi, try using a wired internet connection or restarting your router.

Need additional help with step-by-step directions on how to join a Virtual Visit?

Take a look at our Virtual Visit Patient Workflow (Spanish Version) to see step-by-step directions on how to navigate through the app to your scheduled appointment.

What SMS messages might myPrivia send to my phone?

Below are some examples of text messages delivered by your myPrivia Care Center.

  • Virtual Visit Appointment Notifications
  • Wellness Reminders
  • Visit Satisfaction Surveys

How do I opt out of SMS messaging?

Note that SMS messaging is usually be easiest and quickest way to stay connected to your care. If you still want to opt out of receiving SMS text messages, follow these instructions:

  • To opt out of all future virtual health text message alerts, reply “NOVH” to your myPrivia SMS message.
  • Or, to opt out of all future myPrivia text messages, text “STOP” in reply to your myPrivia SMS message
  • Text “NOWELL” to opt out of all future wellness reminders.
  • Text “NOSURVEY” to opt out of all satisfaction surveys.
  • Text “MARKETING” to opt out of all future marketing messages.

Patient Billing Questions

How do I pay my bill?

There are a few options for paying your bill as a patient of Privia Medical Group.

  1. Pay your bill by logging into your patient portal at www.priviapatientportal.com. Choose the option for billing, and then follow the prompts to make a payment. Any payments made through your patient portal can be reviewed at a later date. You can see your payment history at a glance and even store your credit card on file to use for future billing.
  2. Pay your bill by going online by going to www.priviabillpay.com. Make a one time payment using the QuickPay Code located on the first page of your statement. Please type the QuickPay Code into the box and click Make a Payment. You will be forwarded to a screen that shows all of your current charges. Select the charges you want to pay and then check the box to accept the QuickPay terms and click Make a Payment. The following screen will ask for your payment information. Fill out the required fields and submit your payment.
  3. You can pay your bill by calling us at 1-888-774-8428. Our hours of operation are Monday through Friday 8:00am-6:00pm EST. Please note you may experience long wait times during our busiest hours, if so, feel free to use these other methods of payment during those times

Why are there two charges on my bill for an annual wellness visit and an office visit when I only had one appointment?

An annual wellness visit is a comprehensive medical evaluation, which includes an age and gender appropriate history, examination, counseling and risk factor reduction interventions. It may also include the ordering of laboratory and diagnostic studies. Preventative medical visits are exempt from co-payments. Insurance carriers may or may not provide coverage for screening laboratory or diagnostic studies. If you have an annual wellness exam, and during this visit, an abnormality is encountered or a preexisting problem is addressed and/or additional work is performed i.e: labs, refills, etc, then a separate office visit code may be charged. The use of this additional code will require a copayment to be charged by your insurance plan.

Still need help? Call us at 1-888-774-8428. Our hours of operation are Monday through Friday 8 am to 6 pm EST.

What if I can’t pay the balance on my bill?

If you are unable to pay your balance, please call us at 1-888-774-8428 as soon as possible so that we can discuss payment options for you. Our hours of operation are Monday through Friday 8 am to 6 pm EST.

Why are there two charges for my flu test?

When you are tested for the flu, you are tested for two different strains, Strain A and Strain B. Even though only one test has to be performed, that sample is broken down into two separate samples for testing purposes. You will see two charges on your bill due to this reason.

Still need help? Call us at 1-888-774-8428. Our hours of operation are Monday through Friday 8 am to 6 pm EST.

What do Copay, Deductible, and Coinsurance next to my outstanding balances mean?

  • Copay: A copay is the set amount your insurance has indicated you are responsible for to cover the cost of a healthcare service. Your insurance may have different copay amounts based on the provider type or location (primary care, specialty care, Emergency Department, Inpatient, etc).
  • Deductible: A deductible is the set amount you must meet before your insurance benefits cover your healthcare expenses. You could be charged the full allowed amount according to your insurance plan until you have met your annual deductible.
  • Coinsurance: A coinsurance is the percentage of healthcare costs you are responsible for once your insurer covers its share. Coinsurance typically goes into effect once your deductible has been reached.

Still need help? Call us at 1-888-774-8428. Our hours of operation are Monday through Friday 8 am to 6 pm EST.

Patient Portal

Why do I need to enable third party cookies to use the messaging feature in my portal?

We understand your interest in privacy, and therefore your choice to disable third party cookies. In order to enable secure messaging with your provider, we require third party cookies. The provider messaging platform within your Privia Patient Portal is a separate application from the technology, called AthenaHealth, that enables your provider to receive and respond to your message. A cookie is needed so that these two platforms can talk to one another. Rather than have you obtain two cookies (one from each), the technology requires you enable a third party cookie.

To protect your privacy, your username and password is not shared between these systems.

How do I enable third party cookies?

You may receive a Third Party Cookie error, if the third party cookie setting has not been enabled on your computer or mobile device. Following the steps below will allow you to send and receive messages with your provider. If you have concerns about privacy, you may always change the settings back once you are finished viewing your messages. Please use this step-by-step guide to enable third party cookies.

I’m getting the "Blocking Third Party Cookies" Error

The Blocking Third Party Cookies error is caused by a setting in your browser. You must enable third party cookies in your browser to view your messages. Follow the steps in this article to enable third party cookies. You may always change the settings back once you are finished viewing your messages.

I’m seeing a Privia Health login page within my messages tab

An additional login page appears when there are multiple browser tabs open to Patient Portal Messages. To view your messages, clear your cache using the instructions below, and then open the Patient Portal on one tab.

Chrome support can be found here. :

  1. On your computer, open Chrome.
  2. At the top right, click More .
  3. Click More tools Clear browsing data.
  4. At the top, choose a time range. To delete everything, select All time.
  5. Next to “Cookies and other site data” and “Cached images and files,” check the boxes.
  6. Click Clear data

Firefox support can be found here.

Safari support can be found here:

  1. Click Safari in the upper left hand side of your screen. In the menu that appears, click Preferences
  2. Select Privacy and then click Manage Website Data or Remove All Website Data…. depending on the Safari version
  3. Click Remove Now in the pop up window that appears

I can't select my care center where I am receiving care, or see my messages in the messages tab. No specific error appears.

This will require the intervention of our helpful customer support team. Please call 888-774-8428.

Blank Screen: Messages Tab on iPhone or iPad

At this time, there is a known issue with Safari and any website that uses what is called a single sign on feature, meaning the website redirects to another domain once you are logged in. Safari may be blocking the patient portal from loading the website where your messages are stored.

In order to access messages on your iPhone or iPad, please follow the trouble-shooting steps in this article.

myPrivia Mobile App

How do I log-in to my account?

How do I see other accounts that I have access to?

How do I view my upcoming appointments?

How do I check in for my virtual visit?

How do I join my virtual visit?

How do I check my unread messages?

Still need help?

If the above resources were unable to answer your question, please contact the Member Services Line during normal business hours 8am to 6pm EST at 888-774-8428.

Are you a Privia Premium member? Please click here for more resources.

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