FAQ

Frequently asked questions 

If you’re an eligible employee from one of our employer partners, you can access Crossover and our health centers. Simply create an account online or at one of our health centers. Once your account is verified, you will have access to all of the services online and in-person.

You can make an appointment for any of our health services online, in person, or by phone. If you’re scheduling online, simply log in, and access the scheduling tool. However you schedule, you’ll receive an email confirmation as well as a reminder 24 hours before your appointment. For your convenience, we also allow a “pre-flight” check-in to your appointment.

Our care team is available 24/7, including nights, weekends, and holidays for established members. Please call the main phone number and you will be routed to the physician on-call. You can also log in to your Crossover Health account to message your provider, request a refill prescription, and analyze your health online. Depending on the nature of the request, your provider can access your online health record to document care, order refills for convenient pickup, or communicate with specialist and imaging centers in the community.

Services at Crossover are available to you regardless if you see our primary care doctors. We are here for you when you need us.

Crossover Health is set up to work seamlessly with the health plans chosen by your employer. Our hosts know your plan well and can answer any questions you may have.

Your employer determines the specific benefit design and insurance programs. This typically includes a nominal co-pay, deductible or co-insurance for services. Our hosts can share with you the Fee Schedule for your employer upon request.

You can pay for services using a credit card (VISA, MasterCard, Discover and American Express) or debit card, which includes your Health Savings Account (HSA) Payment Card. Crossover Health will ask you to pay for any applicable cost at the time of your visit.

We have curated a network of specialists who share our commitment to an engaging patient experience and work closely with them to make the referral process seamless and efficient. Our hosts and care coordinators will help you navigate the often complex and confusing health system.

If you need care outside our Health Centers, our care team will help coordinate a referral. We also work with the referring specialist to ensure that all the information from outside care is collected back into your medical record for complete documentation.

Yes. Crossover has partnered with Lyft ride-sharing services to ensure that patients can easily access our health centers. Simply access the app on your mobile device and a ride should be available within about 5 minutes. Please apply the rate code received in your confirmation email and the ride will be discounted accordingly.

Your personal health information is protected by federal privacy and security regulations. Crossover Health complies with HITRUST to protect personal health information, following standards for privacy, security, and network architecture. As a separate Medical Group, we do not share identifiable health information with your employer.

Your employer has access to de-identified data to report on the state of health of its employee population as a whole. This data is used to help identify high-risk / high-prevalence areas within your company, where new programs and tools can have a positive impact.

Yes. The information saved in our electronic health record is accessible through several export standards utilized throughout the health industry. The EHR used by Crossover Health takes advantage of the continuity of Care Record (CCR) format. This is accessible upon request and within your online account.

To move your health records, simply request them from your current doctor. We can give you a simple form to make this request, then accept your records by mail, fax, or electronic transfer using secure protocols.

Yes, your spouse/partner can accompany you to your appointment.

There are multiple ways to provide feedback about your experiences including: completing a Patient Satisfaction Survey after your appointment, sending an email to info@gocrossoverhealth.com, or talking directly to a Practice Manager on-site.

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