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FREQUENTLY ASKED QUESTIONS

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General

What is Amazon Care?

Amazon Care is a new, hassle-free way to see a caring, dedicated, licensed doctor or nurse. You can connect via chat or video right away, make an appointment in the app or schedule an in-person visit. All for around the same price as a typical co-pay.

What is Care Medical?

Amazon works with dedicated third-party medical groups who provide clinical services through the Amazon Care app: Care Medical, P.C., Care Medical Alaska, P.C., Care Medical California, P.C., Care Medical Colorado, P.C., Care Medical Kansas, P.A., Care Medical Minnesota, P.C., and Care Medical New Jersey, P.C. We collectively refer to these medical groups as “Care Medical.” The Care Medical entity that treats you will depend on your location when you seek care.

How does Amazon Care work?

Through the Amazon Care app you can access:

Virtual care

Video Care: Have an in-app video visit with a clinician (doctor, nurse practitioner, or registered nurse) for advice, answers, diagnoses, treatment, or referrals.

Care Chat: In-app text chat connects you to a registered nurse in moments for health advice.

In-person care (available in select areas)

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 or other private location within our in-person care service area. The Mobile Care nurse can collect lab samples, perform some onsite testing (such as strep tests), may administer common vaccines, or perform physical examinations.

In-person care services are available to members in certain zip codes. Enter your zip code to find out if your zip code is in our service zone:

Prescription delivery: During a Video Care visit, your clinician may prescribe you medications. Prescriptions will be sent to your preferred pharmacy. You can also elect for your prescriptions to be sent to Amazon Pharmacy, which is available in 45 states and offers free two-day delivery for Prime members ($5.99 delivery fee for non-Prime members) and free 4-5 day delivery for all customers.

How do I know what care is available in my area?

Members can access virtual care 365 days a year. For members who live and work in select US cities, in-person care and services are also available. 

When will in-person care and prescription delivery be available in my area?

Enrolled members will be notified directly as new services become available in your area.

What happens if I need a service that is not available in my area?

Your clinician will discuss options with you during your visit. When necessary, our Care Coordinators will help you find a healthcare provider in your area to address your in-person care, lab, or prescription needs.

How does Amazon Care work with my existing healthcare providers?

Amazon Care will work with your existing healthcare providers. Your health records are transferable to any healthcare provider. 

How does Amazon Care work with my health insurance?

Currently, Care Medical’s healthcare services will not be billed to your health plan or be counted towards your deductible. However, if a Care Medical clinician sends prescriptions to a pharmacy or sends a sample to a laboratory for testing, you should provide your health plan information so the pharmacy or laboratory can bill your health plan separately. In this case, your health plan may cover all or a portion of the costs, and you will be responsible for the standard co-pays and/or deductibles for those services as described in your health plan documentation. Care Medical will not submit claims for its services to your health plan, but if you would like to submit a claim yourself, you can download a copy of your Care Medical receipt to include with your claim. Care Medical cannot assist you with claim submission.

Will enrolling in Amazon Care affect my enrollment or eligibility for my current health plan?

Enrolling in Amazon Care will not affect your health plan eligibility or enrollment. If you have additional questions about your health plan, please contact your insurer directly.

Do I need an appointment to get care?

You can access Amazon Care on-demand without an appointment anytime. Open the app and click ‘start a visit’ from the home screen.

You may schedule a visit right away or at a later time that is convenient for you. If you need to schedule a follow-up visit, you will receive a reminder card in the app 2 weeks prior to the recommended follow-up period.

You will be able to use this card to schedule a visit with the recommended clinician.

You can reschedule visits with the same provider, cancel visits, or add the visit to your personal calendar at any time prior to your scheduled visit by accessing upcoming visit details from your in-app home screen.

Can I access Amazon Care when I travel?

Yes. You can access virtual care in any state where Amazon Care is currently available. You can also access your Amazon Care medical records no matter where you are.

When traveling, you may not be able to see members of your Care Team if they are not licensed in the state from which you a start your visit.

If you have an appointment and travel to a different state, you may need to reschedule that appointment if your clinician is not licensed in the state from which you start your visit.

Availability

Where are Amazon Care services available?

In-person care services are available to members in certain zip codes. Enter your zip code to find out if your zip code is in our in-person care service area:

What are Amazon Care’s hours?

Amazon Care is available 365 days a year, including holidays.

Our current hours are as follows:

  • Video Care and Care Chat: 6AM - 8PM PT
Eligibility

I am an Amazon employee. Am I eligible for Amazon Care?

If you are eligible, you can download the Amazon Care app and enroll at any time during the year. To be eligible, you must meet all of the following criteria:

  • You are age 18+
  • You are enrolled in a participating medical plan. 
  • You have a mobile device with either iOS 13.0+ or Android 6.0+
  • You live in a state where Amazon Care is available

There may be additional eligibility criteria set by your health plan. If you have further questions, please contact your health plan.

Can I pay for Care Medical’s services with Medicare/Medicaid/Tricare?

If you participate in both employer-sponsored health insurance and a government-sponsored health program such as Medicare, Medicaid, or Tricare, your employer’s insurance will be the primary plan in most cases. Please review the coordination of coverage provisions in the Summary Plan Description for your health insurance for more information. Care Medical will not submit claims for its services to your insurance, Medicare, Medicaid, or Tricare, but if you would like to submit a claim yourself, you can download a copy of your Care Medical receipt to include with your claim. Care Medical cannot assist you with claim submission.

Getting started

How do I enroll in Amazon Care?

  1. Download the Amazon Care app from the Google Play or App Store and sign in using your Amazon.com credentials.
  2. 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.
  3. 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” > “My family members.” 
  4. 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” > “My family members.” Each adult will need their own amazon.com credentials.
  5. 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 13 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 Care 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, but we encourage you to do so, since providing it to Amazon Care enables Care Medical to refer you to specialists in your network or assist you in coordinating payment for laboratory tests and prescriptions. If you choose not to add a photo of your insurance card, you may not be able to access certain Care Medical services, such as referrals.

You can add or change your insurance card 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?

Through the Amazon Care app, you can start a Care Chat or Video Care visit with a nurse for general health advice. Doctors and Nurse Practitioners are available via Video Care and they can diagnose conditions, recommend treatment, write prescriptions, or send a Mobile Care nurse to you (in our in-person care area), or refer you to a specialist. Based on your symptoms, the Amazon Care app can guide you to the appropriate visit type, or you can choose which visit type you prefer.

What is a Mobile Care nurse visit?

During a Mobile Care nurse visit, a nurse can come to you (in our in-person care area) to collect samples for laboratory testing, perform some onsite testing, may administer vaccines, or perform certain physical assessments.

The costs for these visits will depend on your health plan and you’ll have an opportunity to review and agree to visit fees before scheduling your visit.

How can I schedule a Mobile Care nurse visit?

For members who live within our in-person care service area, your clinician may determine that a Mobile Care nurse should be dispatched to you. You’ll be able to identify your preferred time and place for the visit. Mobile Care visits can be scheduled during our operating hours up to two weeks in advance.

What should I expect during an in-person Mobile Care visit?

Step One: Prepare for your visit. Please secure any pets and provide one clear surface (like a coffee table) for any Mobile Care supplies.

Step Two: Check your phone. We will send a text message to confirm your Mobile Care visit 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, visit the Amazon Care app, tap the “Settings” gear > “Email customer service.”

Step Three: Have your visit. Mobile Care nurses wear Care Medical uniforms and will present an identification badge immediately when they arrive.

Step Four: Check your Amazon Care app for your Care Summary.  You can review your Care Summary and send a follow-up message at any time.  You’ll get a response within 24 hours.

What medications can Care Medical providers prescribe?

During a Video Care visit with a nurse practitioner or doctor, they may prescribe medication necessary to treat your condition.

Care Medical cannot provide refills for medications that were prescribed by another clinician, and Care Medical providers do not prescribe controlled substances.

How can I get my prescription?

You can have your prescription sent to your preferred pharmacy where you can pick it up, or, depending on the medication you are prescribed and your location, we may be able to deliver your medication to you. You will be responsible for coordinating with your health plan on prescription drug payment, and you will be responsible for any copays or cost-sharing.

Can I refill my prescription through Care Medical?

Yes. If you are receiving ongoing treatment from a Care Medical and your clinician prescribes medication intended for long-term use, they will continue to manage ongoing prescription refills for that medication. You can request a refill by tapping “Prescription refill” from the home screen.

If your medication was prescribed by another clinician, you should request a refill from the prescribing clinician. If you are no longer under the prescriber’s care, connect with us for a Video Care visit to speak with a clinician and discuss treatment options.

Care Medical providers do not prescribe controlled substances.

What is a Care Summary and where is it located?

Care Summaries contain information about your visits, including any diagnoses, instructions, and follow-up actions as well as a record of any prescriptions ordered by your Care Medical clinicians. You will see your Care Summary in the Amazon Care app shortly after each visit ends. 

You can see a list of all of your Care Summaries in the Amazon Care 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.

You can visit your Care Summary and send a follow-up message anytime. You’ll get a response within 24 hours.

Including your dependents

Can I enroll my dependents in Amazon Care?

If you are eligible for Amazon Care, then dependents enrolled in your health plan are also eligible. The in-app enrollment process will identify your eligible dependents, guide you through adding minor dependents to your own account, 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 account. If you did not add your minor dependents while initially enrolling, add them later by tapping “My account” > “My Family Members” 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. See Clinical Services FAQ for more details on care provided for enrolled minor dependents.

Can I use shared Amazon.com credentials to create my Amazon Care account?

No. You must have your own Amazon.com account credentials to create an Amazon Care account. 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 other adult dependents in your family. You will still be able to use your shared account on Amazon.com and other Amazon programs 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 or while using other features of the app?

If there are technical issues during your Video Care visit or Care Chat, the clinician will attempt to contact you at your preferred callback number. For all other issues, please tap the “Settings” gear > “Email customer service” for assistance.

Do your clinicians support multiple languages? Are interpretation services available?

Yes. You can receive care in your preferred language for all verbal communication, including video calls. To request access to live interpretation services, please state the request as soon as you connect with a member of our care team via chat or video in the app, or by phone or email with our customer service and Care Coordinators. We do not support American Sign Language (ASL) or have support for those with visual impairment at this time.

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 email.

Clinical Services

What types of medical care does Care Medical provide for adults?

Amazon Care offers primary and urgent care services to adults. Our clinicians apply their expert knowledge to evaluate and care for you through our services. Start a virtual visit (at any time, day or night) or schedule time to meet with your Care Team when:

  • You have symptoms of allergies, cold, flu, or COVID-19
  • You have ongoing care needs, such as chronic conditions
  • You’re not sure if you need to go to urgent care or see a healthcare provider
  • You’re sick or have a minor injury
  • You’re having trouble sleeping or managing stress
  • You want to talk about pre-pregnancy planning, sexual health options, or pre-exposure prophylaxis (PrEP)
  • You want preventive care, such as evidence-based screening and immunizations

In-person care and prescription delivery are currently available in select locations. You can use these services when:

  • You need a routine vaccine
  • You have a minor injury, or need treatment for a cut, scrape, or bug bite
  • You need testing for a sexually transmitted infection (STI) (for 18+ customers)

For flu and COVID-19 vaccines:
For the flu, the CDC warns that last year’s record-low numbers could result in an earlier and more severe flu season this year. They recommend the flu vaccine for all people 6 months and older. For the flu vaccine, check for availability at local pharmacies or pediatricians near you depending on age.

For COVID-19, the CDC recommends everyone 12 years of age and older get a COVID-19 vaccination to maximize protection from the Delta variant and prevent possibly spreading it to others. Search vaccines.gov, text your zip code to 438829, or call 1-800-232-0233 to find locations near you.

If we can’t treat your condition, we are always ready to help you identify next steps and guide you to resources that will help with your additional care needs.

Care Medical does not provide emergency medical services. If you are experiencing a medical emergency, call 911 or proceed to the nearest emergency room.

What types of medical care does Care Medical provide for minor dependents?

We provide everyday care and many additional services to your enrolled family members under age 18. Start a virtual visit (at any time, day or night) or schedule time to meet with your Care Team when:

  • Your child needs routine pediatric vaccines, ages 2 and up
  • Your child has a fever, rash, ear pain, or pink eye
  • Your child shows signs of cold, cough, or flu
  • Your child needs help with minor aches, pains, and injuries

Care Coordinators will guide you to appropriate resources or referrals when necessary that will help address additional care needs for ages under 18 to support the following:

  • Well child exams 
  • STI testing 
  • Birth control and other family planning services
  • Outpatient support for mental health or substance abuse issues
  • School or sports physicals

For flu and COVID-19 vaccines:
American Academy of Pediatrics (AAP) recommends that all children aged 12 years and older receive the COVID-19 vaccine now approved for children 12 years to 17 years old and adults. AAP recommends all children age 6 months and older be vaccinated annually with influenza vaccine, you can read more here.

For the flu vaccine, check for availability at local pharmacies or pediatricians near you depending on age. For the COVID-19 vaccine, search vaccines.gov, text your zip code to 438829, or call 1-800-232-0233 to find locations near you.

What are the specific chronic conditions Care Medical is able to treat for adults?

We can help you navigate your diagnosis, treatment, and specialty care for your ongoing needs. Some of the chronic conditions we treat today include, but are not limited to:

  • Hypertension
  • Coronary artery disease
  • Asthma
  • Diabetes
  • Mild to moderate depression and anxiety

We are always ready to help you identify next steps and guide you to resources or referrals that will help with your additional care needs to support the following:

  • Specialized care
  • Osteoporosis screening
  • Evidence-based cancer screening
  • Psychiatric disorders
Your Care Team

What is a Care Team?

Amazon Care works with Care Medical, a dedicated team of clinicians that will support you across your care journey. Care Teams are available in select areas. These Care Teams are made up of clinicians who will get to know you, understand your health goals, and build a relationship with you to provide the care you need. Your Care Team aims to provide you and your family with ongoing continuity of care and an opportunity to address your health collaboratively. You can schedule visits with this group to address your concerns. Following a visit, you can access your Care Summary and send a message with questions to your clinician anytime. You’ll get a response within 24 hours.

If you have a Care Team and need an unscheduled visit, we will always do our best to connect you with a member of your Care Team. If they are not available, you will receive care from our other qualified clinicians who will address your urgent concerns 365 days a year.

How do I get started with a Care Team?

You can activate your Care Team by starting a Video Care visit with a registered nurse for an intake visit to get to know you, better understand your needs, and learn your preferences. If Care Teams are available in your area, the nurse will assign a Care Team to you, based on your discussion. We may recommend scheduling a follow-up visit with a Care Team provider to start building your Care Team relationship. In this instance, you will receive a reminder card you can use to schedule a visit and you can view upcoming visit details from your in-app home screen. You may also request a Care Team for your minor dependents.

How can I learn about Care Medical’s clinicians?

You will see the name and license of the Care Medical clinician at the start of every visit. If you have a Care Team, you can learn more about them through their bios and an introductory video available in the Amazon Care app.

In our in-person care area, Mobile Care nurses who come to your home wear Care Medical uniforms and will present an identification badge when they arrive.

Who provides healthcare services through Amazon Care?

Amazon Care works with Care Medical to provide care. Care Medical's clinicians are all trained in primary and urgent care.

You can learn more about the Care Medical team at amazon.care.

Payments

What is the cost to use Amazon Care?

There is no cost to you to enroll yourself and your dependents in Amazon Care.  The costs for Care Medical visits and other services (such as prescriptions and lab tests) will depend on your health plan.  If you have questions about the costs for Care Medical services, please contact our customer service at scheduling@amazon.care If you have questions about your health plan, please contact your insurer directly.

How do I pay? Can I use my insurance or health savings account (HSA) to pay for Care Medical services?

You will pay for Care Medical visits through the Amazon Care app, and your payment will be processed through Amazon Wallet, 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” > “My payment method.” You may add medical savings accounts such as an HSA or FSA to pay for visit fees. In Amazon Wallet, you can determine the order in which your payment methods will be charged. Non-eligible expenses will be charged to the first non-FSA/HSA card from your Amazon Wallet. If there are no available funds in your associated medical savings accounts, expenses will be charged to the first non-FSA/HSA card from your Amazon Wallet.

Can I submit payments I make to Care Medical for reimbursement by my health insurance, FSA or HSA?

You can submit your Care Medical receipt for reimbursement to your health plan or FSA/HSA accounts if you’d like. If you do so, you are solely responsible for coordinating reimbursement. Neither Care Medical nor Amazon Care can submit claims to your health plan 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 Care Medical invoice, please tap the “Settings” gear > “Email customer service” or contact pay@amazon.care. If you have questions about a bill or receipt from a laboratory or pharmacy, please contact them directly. Neither Care Medical nor Amazon Care can answer questions regarding services provided by third parties, or about your health plan’s coverage for those services.

Privacy and security

How is my health information used?

Care 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. Amazon is an operational and technology service provider to Care Medical, and will receive certain health information to enable it to provide Care Medical with those services. Amazon will use a patient’s health information for the purpose of supporting Care 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 nurse visits). If you’d like more information about how Care Medical uses and discloses patient health information, please review Care Medical’s Notice of Privacy Practices, which can be found in the Amazon Care app by going to 'My Account' and then selecting “Legal & HIPAA.”

Customer service and troubleshooting

Who should I contact with questions, technical issues, or feedback?

On iOS:

  • Open your Care app
  • Click on "My Account"
  • Select "Email customer service"
  • Email your request

On Android:

  • Open your Care app
  • Click on the Settings gear
  • Select "Email customer service"
  • Email your request

What if I have technical issues when scheduling my visit or during my scheduled visits? 

If you experience technical issues with scheduling, please contact scheduling@amazon.care for questions.

Who should I contact if I need to reschedule a Mobile Care visit or Care Courier delivery?

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 Wi-Fi 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 Wi-Fi on/off.
  • Making sure you are close to your Wi-Fi router, as walls and metal doors can block the signal. Reboot the router if necessary.
  • Toggling between Wi-Fi and cellular to see which network offers a faster data connection. In certain circumstances, a 4G/LTE connection may be faster than your Wi-Fi 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.
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Care Team available for virtual care or questions 7 days a week through the app*
Make appointments in advance - around your schedule
In-person follow-up care when you need it

* Only available in select locations.