Virtual Care

Whenever possible, we would like you to continue your relationship with your established providers. If you have an appointment scheduled, your provider might request a Virtual Care visit to replace an in-person appointment. Some of the appointments that can be done by Virtual Care include:

• Medication refills and follow up
• Mental health
• Hospital/ER follow ups that do not require a hands-on exam
• Medicare annual review of medical problems
• Sleep study follow ups and CPAP compliance
• Review of imaging results

If you need to schedule an appointment with an established provider, please call our appointment line at 406-435-2500 or 1-800-332-7156.

Virtual Care is also available at the following regional locations and appointments can be made at the numbers listed below:

• Billings Clinic Bozeman: 406-898-1200
• Billings Clinic Bozeman Primary Care: 406-898-1300
• Billings Clinic Miles City: 406-233-7000
• Billings Clinic Cody: 307-527-7561
• Billings Clinic Broadwater: 406-266-4670
• Stillwater Billings Clinic: 406-322-1000

1. Your providers office will send you an email or text with your appointment link when it is time for your visit.
   If you encounter any issues, have not received your appointment link 15 minutes before your appointment time, or have been in the waiting room for a long time, call your provider’s office for assistance. Call 406-435-2500 and ask to speak to your providers office.
2. You can test your connection before your visit at: https://networktest.twilio.com/ This test covers 10 areas of your browser and network. (If one or more of these fails, contact Amwell Customer Support at 855-635-1393. If the problem cannot be resolved, contact your provider’s office to discuss moving to a phone call or rescheduling.)
3. You will then click the link to enter the virtual waiting room. When your provider is ready, they will connect to the room and appear on the screen.

• Choose a quiet, private space with good lighting.
• Check that you have a strong Wi-Fi, Internet, or cellular connection.
• Make sure all other applications are closed on your device so you can connect to your visit easily.
• Set your device up at or above face level and sit in front a simple background, such as a plain wall or door, so your provider can clearly see you.
• Please use headphones for the best audio quality.
• Note that a visit should never be launched while you are driving or operating any kind of vehicle.
• Please do not eat food during your visit and if possible, try to limit other background noises and distractions.

• Use Wi-Fi if possible.
  • If you are on a cellular network (3G/4G/5G), be sure you have 4–5 bars of signal. If you are connected to your home Wi-Fi, try to limit the number of users during your virtual visit so you will have stronger bandwidth.

• For optimal quality ensure you have a minimum bandwidth speed of 8 Mbps download/1.5 Mbps upload.

  • To test this, you can navigate to https://www.speedtest.net/ on your mobile web browser and click “Go” or download the “Speedtest by Ookla” app from Google Play or the App Store.

• Do not open or use another app while you are waiting for your virtual visit to begin.

• Try to remain in one location for the duration of your visit. Switching from Wi-Fi to a cellular network could affect your connection.

• Examples of devices with sufficient system memory for a quality video conferencing experience:

  • iPhone 11 or newer

  • iPad/iPad Air (2019 or newer)

  • iPad Pro (2017 or newer)

  • Google Pixel 1 or newer

  • Samsung S8 or newer

• Use a hardwired internet connection (Ethernet cable), if possible.

  • If you are connected to your home Wi-Fi, try to limit the number of users during your virtual visit for stronger bandwidth.

• Make sure your web browser is up to date with the latest version. Use Google Chrome, Microsoft Edge, or Safari.

If you are having trouble with your video connection, try these recommendations:

• If your provider cannot hear you, make sure you have not clicked the mic button on the bottom of the video window, which mutes your microphone. You should also check to make sure your computer is not muted.
• Check that the correct microphone input is connected by checking your computer audio settings.
• Restart your smartphone by turning it off and back on.