Have an upcoming televisit with your Active Health provider and unsure how to proceed? This step-by-step guide will walk you through the process of navigating an online telehealth visit.
First Time Visit/Setting Up Online Portal
For first time televisit users, you will receive an email for Portal Log in information if you have not yet signed up for Active Health’s Online Medical Portal, and the bottom of that email has an orange box to click to set up Portal Access. The steps include: verification creating a portal account and updating to a new desired password.
Verification
- Once the Portal Account is set up, you must complete the USER VALIDATION process which requires receiving a text / phone call for verification.
- Once the verification code is entered, click VERIFY to continue.
Next is Authentication, Reset Password and Consent. You have to create a new password, enter it twice to CONFIRM and click on NEXT.
After completing Portal Access, you are brought to the main page and by clicking the 3 line MENU in the top LEFT, the DASHBOARD is displayed which allows patients to view messages, account info, records, appts, results and trackers.
Attending the Telehealth Visit
An email will be sent with the Televisit Appointment Confirmation and THIS is the email to open to begin the visit successfully. We advise starting the visit approximately 15 minutes prior to the start time to ensure any issues can be resolved prior to the start time of the visit. When you open the appointment confirmation email you will see the date and time of visit and then an orange box with the option to “start Televisit.”
If you cannot access the email for the televisit you can also long on to the portal and access the visit from there.
Next you will see the option to fill in all the health vitals. Per the providers, this is helpful but NOT necessary and patients can just click NEXT.
Once the vital page is done and NEXT is clicked, you have the last window with an estimated wait time. The START Televisit will be clickable once it is much closer to start time and the provider also entering will officially start the visit. Once the you have logged in successfully, it will appear to the provider that you have checked in to the appointment.
Unexpected Errors
Please note that there can be can be some errors that can occur when logging in to the televisit and that is why we advise starting the visit approximately 15 minutes prior to the scheduled time. There will be red text to indicate there is no microphone, camera or video connection and the only option would be to “proceed with error”. Sounds and camera are needed in order to proceed with telehealth visit so please do not proceed with error. To correct these errors you are going to want to ensure that your microphone and camera are connected, and if you are seeing a white screen that means that you have to disable the pop-up blocker in your browser.
If you have run into any issues with the appointment please call the office so we can try and fix them before your scheduled time.
