FREQUENTLY ASKED QUESTIONS
You've got questions?
We've got answers.
What is Amazon Care?
What services are currently available through Amazon Care?
Amazon Care provides a mobile application that allows you to access virtual and in-person healthcare services from Oasis Medical. Oasis Medical provides the following services:
Video Care: Have an in-app video visit with a doctor, nurse practitioner, or registered nurse (“clinicians”) for advice, answers, diagnoses, treatment, or referrals.
Care Chat: In-app text chat connects you to a clinician in moments for health advice.
Mobile Care: Your Video Care clinician may recommend an in-person assessment or treatment by a registered nurse (a “Mobile Care nurse”). With your approval, the clinician will send a Mobile Care nurse to your home, a designated room on the Amazon campus, or other private location within our service area. The Mobile Care nurse may collect lab samples, perform some onsite testing (such as strep tests), administer common vaccines, or perform certain physical examinations.
Care Courier: During a Video Care visit, your clinician may prescribe you prescription medications. At your request, a Care Courier may deliver certain prescriptions to you within two hours.
What types of medical issues can Oasis Medical address?
- Acute urgent care needs (e.g., colds and respiratory infections, minor injuries, allergies, rashes, UTIs, pinkeye, and more)
- Preventive care consults
- Sexual health (for patients who are at least 18 years old)
- Travel health (e.g., education on safe travel practices, travel vaccines, and preventive medication)
- General questions about health and medicine for you and your dependents. If we can’t treat your condition, we are always ready to help you identify next steps to get the care you need.
Oasis Medical does not provide emergency medical services. If you are experiencing a medical emergency call 911 or proceed to the nearest emergency room.
How does Amazon Care work with my regular doctors?
Enrolling in Amazon Care will not affect your relationship with your current doctors, or impact your health insurance eligibility or enrollment.
Amazon Care offers a convenient way to connect to a clinician to access healthcare services without an appointment at home or at work, or to access care when you have an urgent medical need. Afterwards, Oasis Medical’s clinicians will post a Care Summary to the app with information about your diagnosis and any prescriptions or follow-up actions you should take, which will help you update your other doctors.
How does Amazon Care work with my health insurance?
Oasis Medical’s healthcare services will not be billed to your health insurance or be counted towards your deductible. However, if Oasis Medical prescribes medications or laboratory tests that you obtain from a third party, your health insurance will be billed by the pharmacy or laboratory. In this case, your health insurance may cover all or a portion of the costs, and you will be responsible for your health insurance’s standard co-pays and/or deductibles.
Will enrolling in Amazon Care affect my enrollment or eligibility for my current health insurance, or other Amazon benefits?
Enrolling in Amazon Care will not affect your health insurance eligibility or enrollment, nor any other Amazon benefits. If you have additional questions about your other benefits visit amazon.ehr.com.
Where are Amazon Care services available?
For eligible employees and their dependents, Care Chat and Video Care services are available throughout Washington State. We use location-aware technology when you are using the Amazon Care mobile application to determine whether you are located in Washington State. You can turn off location access through your mobile device’s settings, but this will prevent you from being able to use Amazon Care.
Amazon Care Mobile Care and Care Courier services are available only in the following zip codes:
When are Amazon Care services available?
Amazon Care services are available 365 days a year, including holidays.
Our current hours are as follows:
Care Chat: 24/7
Video Care, Mobile Care, and Care Courier: 6am-10pm
I am an Amazon employee. Am I eligible for Amazon Care?
Eligible Amazon employees can download the Amazon Care app and enroll at any time during the year. To be eligible, you must meet all of the following requirements:
- You are an employee age 18+
Enrolled in an Amazon-sponsored health insurance*
- * Amazon employees who are enrolled in Kaiser Permanente are unable to participate at this time.
- Have a mobile device with either iOS 12.0+ or Android 6.0+
- Live and work in the following zip codes:
I am not an Amazon employee. Am I eligible for Amazon Care?
Currently only eligible Amazon employees and their dependents (spouses, domestic partners, etc.) can enroll in Amazon Care. Dependents of enrolled Amazon employees may enroll in Amazon Care if they are on the same health insurance.
How will my eligibility be affected during Amazon Open Enrollment period or if I have a Special Enrollment Period (e.g. marriage, birth of a child)?
If you are currently enrolled in an ineligible health insurance plan, and you switch to an eligible health insurance plan during open enrollment, you will be eligible to enroll in Amazon Care on April 1st of that same year. Similarly, if you switch to an eligible health insurance plan during a special enrollment period (such as marriage or birth of a child), you will be eligible to enroll in Amazon Care on the 1st of the month following your new health insurance plan selection. If you're not sure whether you qualify for a special enrollment period visit amazon.ehr.com.
Can I pay for Oasis Medical’s services with Medicare/Medicaid/Tricare?
If you participate in both Amazon health insurance and a government-sponsored health program such as Medicare, Medicaid, or Tricare, the Amazon insurance will be the primary plan in most cases. Please review the coordination of coverage provisions in the Summary Plan Description for your Amazon health insurance for more information. Oasis Medical will not submit claims for its services to your Amazon insurance, Medicare, Medicaid, or Tricare, but if you would like to submit a claim yourself, you can download a copy of your Oasis Medical receipt to include with your claim. Oasis Medical cannot assist you with claim submission. If you have questions about your health benefits visit amazon.ehr.com.
How do I enroll in Amazon Care?
- Download the Amazon Care app from the Google Play or App Store and sign in using your Amazon.com credentials.
- Create your Amazon Care account. You’ll need to enter your first and last name, date of birth, and a photo of a government-issued ID.
- If you have eligible minor dependents, the app will prompt you to add those minor dependents at the end of the enrollment flow. If you prefer to add them later, you can do so at any time in the app by tapping on “My account” > “Dependents.” If you have eligible adult dependents (including your spouse/domestic partner), the app will prompt you to invite them to create their own Amazon Care account(s) at the end of the enrollment flow. If you prefer to invite them later, you can do so by tapping on “My account” > “Dependents.”
- Please add a picture of your insurance card by tapping “My account” > “My care profile” > “Add insurance card” (you can edit this later by tapping on the picture of your existing insurance card).
What devices can I use to access Amazon Care?
You must have a mobile phone with iOS 12 and above or Android 6 and above. The Amazon Care app is not available on tablets or computers at this time.
Why do I need to provide my photo ID or insurance card?
Amazon Care captures your ID so that Oasis Medical’s clinicians can verify your identity. Any state or federal government-issued photo ID is acceptable. School IDs, work badges, or ID cards without photos are not acceptable.
Providing your insurance card is optional, however providing it to Amazon Care enables Oasis Medical to refer you to specialists or assist you in coordinating payment for laboratory tests. If you choose not to add a photo of your insurance card, you may not be able to access certain Oasis Medical services, such as referrals. You can add or change your insurance card in your profile at any time by tapping “My account” > “My Care Profile” > “Add insurance card” (you can edit these later by tapping on the pictures of your existing cards).
What is the difference between Care Chat and a Video Care visit?
A Care Chat is free, and connects you via text with a clinician who can provide more general health advice, or direct you to initiate a Video Care visit when appropriate. We recommend that you start with a Care Chat if you are unsure of which service is best suited for your health question or concern.
There is a fee for a Video Care visit. Video Care will connect you via video with a clinician who is able to diagnose conditions, write prescriptions, recommend treatment, send a Mobile Care nurse to your home or office for additional assessments or treatments, or refer you to a specialist. You will have an opportunity to review and agree to visit fees before connecting to a clinician.
What should I expect during an in-person Mobile Care visit?
A Mobile Care nurse will be dispatched to your home or Amazon office, if your Video Care clinician determines that it is necessary. The Mobile Care nurse may collect samples for laboratory testing, perform some onsite testing, administer vaccines, or perform physical examinations. You will have an opportunity to review and agree to visit fees before a Mobile Care nurse is dispatched.
Step One: If your Video Care clinician determines you need a Mobile Care nurse, tell your clinician your preferred time and place for the visit. Mobile Care visits can be scheduled during our operating hours up to one week in advance.
Step Two: Prepare for your visit. Please secure any pets and provide one clear surface (like a coffee table) for any Mobile Care supplies.
Step Three: Check your phone. We will send a text message to confirm your appointment time, identify your Mobile Care nurse, let you know they are on the way, and inform you that they have arrived. If you need to make any changes to your appointment, please call 1-855-594-6478 or in the app, tap the “Settings” gear > “Email customer service.”
Step Four: Complete your visit. Mobile Care nurses will wear Amazon Care uniforms and will present an Oasis Medical badge for identification immediately when they arrive.
Step Five: Check your Amazon Care app for your Care Summary.
What medications can Oasis Medical clinicians prescribe? How can I get my prescription?
Your Video Care clinician can only prescribe medications for healthcare conditions that Oasis Medical treats (e.g. urgent care and travel health). Oasis Medical cannot provide refills for medications that were prescribed by another clinician. Our Care Couriers are able to deliver some medications to your home or Amazon office within two hours, or you can have your prescription sent to your preferred pharmacy where you can pick it up. Oasis Medical does not prescribe controlled substances.
What is a Care Summary and where is it located?
Your Care Summary contains information about your visits, including any diagnoses, instructions, and follow-up actions as well as a record of any prescriptions ordered by an Oasis Medical doctor or nurse practitioner. You will see your Care Summary in the app shortly after each visit ends. You can see a list of all of your Care Summaries in the app by tapping “Care Summaries.” You can export or share your Care Summaries by tapping “Care Summaries,” tapping the summary you’d like to export, then tapping “View PDF.” Tap “Share” to choose your preferred export method.
Including your dependents
Can I enroll my dependents in Amazon Care?
Family members are eligible if they are dependents on an enrolled employee's health insurance. The in-app enrollment process will identify your eligible dependents, guide you as to how to add minor dependents to your own profile, and provide you instructions on how to invite your eligible adult dependent(s) to create their own Amazon Care account(s).
How can I add my minor dependent(s) to my profile? How do my minor dependent(s) use Amazon Care?
The in-app enrollment process will guide you on how to add eligible minor dependents to your Amazon Care profile. If you did not add your minor dependents while initially enrolling, add them later by tapping “My account” > “Dependents” and you will see a list of your eligible dependents. Tap their name to enroll them.
Minor dependents may only use Amazon Care in the presence of an Amazon Care enrolled adult who has the legal authority to consent to health care on their behalf.
If I am an Amazon employee, how can I invite my spouse, partner, and/or other adult dependents to create their own Amazon Care account(s)?
The in-app enrollment process will direct you on how to invite your spouse, partner, and/or other adult dependents to create their own Amazon Care accounts. To protect the privacy of health information, each adult must have their own Amazon.com credentials to create an Amazon Care account. The app will prompt each person to create a new one if needed.
If you did not invite your spouse, partner and/or adult dependents to join while initially enrolling, you can do so later by tapping “My Account” > “Dependents” and you will see a list of your eligible dependents. Tap their name to invite them to enroll.
Can I use shared Amazon.com credentials to create my Amazon Care account?
To create an Amazon Care account, you will be required to have your own Amazon.com account credentials. Creating a new Amazon account will ensure you receive individualized care. It will also ensure your personal health data is private and viewable only by you and not by your spouse or other adult dependents in your family. You will still be able to use your shared account on Amazon.com and other Amazon properties such as Amazon Prime, Amazon Fresh, or Amazon Music.
Will medical records be shared among family members?
Medical records will not be shared between adult patients of Amazon Care. You will have access to the medical records of minor dependents if you are a parent or legal parental guardian of that minor.
Using Amazon Care
How do I edit my Amazon Care profile information?
You may edit your Amazon Care profile in two ways:
- Tap “My account” > “My Care profile” > “Edit”
- Edit any profile when you request Video Care by tapping “Edit” on the right side of the screen.
What if I have technical issues during my Video Care visit?
If there are technical issues during your Video Care visit, the clinician will attempt to contact you at your preferred callback number. For all other issues, please tap the “Settings” gear > “Email customer service.”
How can I share feedback about my experience?
We value your comments and we always want to hear about your experiences with Amazon Care. You can provide feedback any time by tapping the “Settings” gear > “Provide feedback.” Amazon Care may also ask for your feedback via in-app surveys and a link to our anonymous customer survey.
Your Care Team
Who provides healthcare services through Amazon Care?
Amazon Care works with Oasis Medical, a medical practice licensed in Washington State, to provide care through the Amazon Care app and in-person services. Oasis Medical's clinicians are all trained in primary and urgent care. You can learn more about the Oasis Medical team at amazon.care by navigating to the Care Team tab.
How can I learn about Oasis Medical’s clinicians?
You will see the name and license of the Oasis Medical clinician at the start of every interaction. Mobile Care nurses and Care Couriers who come to your home or office will wear Amazon Care uniforms and will present an Oasis Medical badge for identification when they arrive. You can learn more about the Oasis Medical team at amazon.care by navigating to the Care Team tab.
What is the cost to use Amazon Care?
Service update: All fees associated with COVID-19 diagnosis and treatment will be waived. This includes visit fees and associated lab testing. This applies for virtual and in-person services. Fees for COVID-19 related care will be waived by the treating clinician during your visit. For questions, please reach out to: email@example.com.
The costs of Video Care, Care Chat, and Mobile Care services are subsidized by Amazon for employees and their dependents. Currently, there is no cost to enroll in Amazon Care.
A Care Chat is free, and connects you via text with a clinician who can provide more general health advice and answers, or direct you to initiate a Video Care visit when appropriate. We recommend that you start with a Care Chat if you are unsure of which service is best suited for your health question or concern.
There is a fee for a Video Care visit and a Mobile Care visit. Video Care will connect you via video with a clinician who is able to diagnose conditions, write prescriptions, recommend treatment, send a Mobile Care nurse to your home or office for additional assessments or treatments, or refer you to a specialist. You will have an opportunity to review and agree to Video Care and Mobile Care visit fees ahead of the visit. Care Courier delivery is free but medication costs will vary depending on the drug. Your prescribing clinician will share pricing information with you prior to placing the order.
Third-party Services: If you prefer to have your prescribed medication sent your local pharmacy, you will be responsible for payment for that prescription. You will need to provide the pharmacy with your health insurance information, and coordinate between your health insurance and the pharmacy.
Certain laboratory testing is included in the cost of a Mobile Care visit. For other lab tests sent to a third-party laboratory, you are responsible for payment, providing the laboratory with your health insurance information, and coordination between your health insurance and the laboratory.
Oasis Medical’s healthcare services are not billed to your health insurance, and will not count towards your deductible. You will pay Oasis Medical for these services through the Amazon Care app. For third-party services (e.g. pharmacy, labs and imaging), you are responsible for coordinating payment between the third-party and your health insurance, and you will be responsible for your standard insurance co-pays and/or deductibles.
How do I pay? Can I use my insurance or health savings account (HSA) to pay for Oasis Medical services?
You will pay for Oasis Medical services through the Amazon Care app. Your payment will be processed through Amazon Pay, which is linked to your Amazon.com account. You can view which credit/debit card is associated with your Amazon Care account, or change it, by tapping “My account” > “Payment Methods.” Amazon Pay does not accept medical savings accounts such as an FSA or HSA.
Can I submit payments I make to Oasis Medical for reimbursement by my health insurance, FSA or HSA?
You can submit your Oasis Medical receipt for reimbursement to your health insurance or FSA/HSA accounts if you’d like. If you do so, you are solely responsible for coordinating reimbursement. Neither Oasis Medical nor Amazon Care can submit claims to your health insurance on your behalf.
If my Video Care visit disconnects, will I be charged again if I initiate a second visit?
No. Please initiate another Video Care visit and tell your clinician that you have done so. You will only be charged for a single Video Care visit.
Who should I contact with questions about my invoice or receipt?
If you have questions about your invoice or receipt, please tap the “Settings” gear > “Email customer service.” Neither Oasis Medical nor Amazon Care can answer questions regarding your health insurance coverage.
Privacy and security
How is my health information used?
Oasis Medical uses patients’ health information (including a patient’s medical history, diagnoses, treatments, current medical condition, and use of prescription medications) to provide healthcare services to its patients. Oasis Medical collaborates with certain third party service providers to provide the healthcare services. Amazon is an operational and technology service provider to Oasis Medical, and will receive certain health information to enable it to provide Oasis Medical with those services. Amazon will use a patient’s health information exclusively for the purpose of supporting Oasis Medical by facilitating treatment (e.g., providing clinician tools), effectuating payment (e.g., processing credit card payments), and performing healthcare operations (e.g., coordinating mobile care visits). If you’d like more information about how Oasis Medical uses and discloses patient health information, please review Oasis Medical’s Notice of Privacy Practices.
Customer service and troubleshooting
Who should I contact with questions, technical issues, or feedback?
Please tap the “Settings” gear > “Email customer service” for questions about Amazon Care.
Who should I contact if I need to reschedule a Mobile Care visit or Care Courier delivery?
Please call 1-855-594-6478 if you need to reschedule an appointment that has already dispatched, otherwise please email Amazon Care customer service by tapping the “Settings” gear > “Email customer service.”
How do I ensure the best audio/video experience when using Amazon Care?
For an optimal experience, we recommend using WiFi with at least 1 Mb/s upload/download bandwidth on a low latency (<20ms) network connection.
How can I troubleshoot connectivity issues?
In case of issues with the quality of your Video Care visits, we recommend:
- Quitting other applications that may be using the internet, like music or streaming services.
- Cancelling any file transfers in progress.
- Toggling WiFi on/off.
- Making sure you are close to your WiFi router, as walls and metal doors can block the signal. Reboot the router if necessary.
- Toggling between WiFi and cellular to see which network offers a faster data connection. In certain circumstances, a 4G/LTE connection may be faster than your WiFi signal.
- Checking your network statistics (bandwidth and latency). If you are using cellular data, please check with your carrier on how to verify cellular data and connection speed.
- Avoiding radio interference from equipment such as microwaves or RF cameras by moving away from these devices.