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FREQUENTLY ASKED QUESTIONS

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General

How does Amazon Care work?

Amazon Care provides a mobile application that allows you to access virtual and in-person healthcare from Care Medical. Through the 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 the Greater Seattle area)

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.

Prescription delivery: During a Video Care visit, your clinician may prescribe you prescription medications. At your request, certain prescriptions can be delivered to your home.

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

Members in WA state can access virtual care 24/7, 365 days a year. For members who live and work in the Greater Seattle area, in-person care and prescription delivery 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?

Enrolling in Amazon Care will not affect your relationship with your current healthcare providers or impact your health insurance eligibility or enrollment. 

Amazon Care offers a convenient way to connect to a clinician to access healthcare services with or without an appointment. Afterwards, Care 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. Medical records can be sent to another provider as needed at your request.

How does Amazon Care work with my health insurance?

Care Medical’s healthcare services will not be billed to your health insurance or be counted towards your deductible. However, if a Care Medical provider sends prescriptions to a pharmacy or sends a sample to a laboratory for testing, the pharmacy or laboratory will bill your insurance separately. In this case, your health insurance 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 insurance plan. Care Medical will not submit claims for its services to your Amazon insurance, 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. If you have questions about your health benefits, please visit amazon.ehr.com.

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 are an Amazon employee, please visit Amazon Benefits if you have additional questions about your benefits.

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 also schedule visits to address a need at a later time that is convenient for you or for follow-up care. If you need to schedule a recommended 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 provider. 

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.

Availability

Where are Amazon Care services available?

For eligible employees and their enrolled dependents, Care Chat and Video Care services are available throughout Washington State. 

Amazon Care Mobile Care and prescription delivery services are available only if you live in the following zip codes:

98001
98005
98010
98015
98024
98029
98033
98037
98042
98052
98057
98064
98077
98093
98104
98108
98115
98119
98126
98144
98164
98177
98199
98296
98402
98408
98424
98195
98002
98006
98011
98020
98026
98030
98034
98038
98043
98053
98058
98072
98087
98101
98105
98109
98116
98121
98133
98146
98165
98178
98204
98354
98403
98409
98443
98158
98003
98007
98012
98021
98027
98031
98035
98039
98047
98055
98059
98074
98089
98102
98106
98112
98117
98122
98134
98148
98166
98188
98208
98371
98404
98418
98496
98004
98008
98014
98023
98028
98032
98036
98040
98051
98056
98063
98075
98092
98103
98107
98114
98118
98125
98136
98155
98168
98198
98275
98372
98405
98422
98050


What are Amazon Care’s hours?

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

Our current hours are as follows:

  • Video Care and Care Chat: 24/7
  • Care Team scheduled visits: 8 am – 8 pm PST
  • In-person care is available from 6 am – 10 pm PST* 
  • Prescription delivery 7 am – 2 am PST* 

* For members located in the Greater Seattle area as part of your virtual care visit.

Eligibility

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 Aetna or Premera Amazon-sponsored health plan. Amazon employees who are enrolled in other Amazon-sponsored health plans are not eligible to participate at this time.
  • Have a mobile device with either iOS 12.0+ or Android 6.0+
  • Live in Washington State

I am not an Amazon employee. Am I eligible for Amazon Care?

Currently only eligible Amazon employees and their dependents (spouses, domestic partners, children, etc.) can enroll in Amazon Care. Dependents of enrolled Amazon employees may enroll in Amazon Care if they are on the Amazon employee’s 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. To learn more about special enrollment periods, please visit amazon.ehr.com.

Can I pay for Care 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. Care 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 Care Medical receipt to include with your claim. Care Medical cannot assist you with claim submission. If you have questions about your health benefits, please visit amazon.ehr.com.

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 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 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, however providing it to Amazon Care enables Care 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 Care Medical services, such as referrals. You will also have to work directly with laboratories to bill your insurance if you need a laboratory test ordered. 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?

Through the Amazon Care app, you can access Care Chat or Video Care visits, the virtual care options from Care Medical. Based on your symptoms, Amazon Care will guide you to the appropriate visit type to connect with a clinician (doctor, nurse practitioner, or registered nurse), but you always have the option to select the clinician type you prefer.

We offer free visits with a registered nurse who can provide general health advice via Care Chat (text) or Video Care. When necessary, your nurse may direct you to connect with a provider (doctor or nurse practitioner).

When you need to connect with a provider, you will have the option to initiate a Video Care visit. Your provider is able to diagnose conditions, recommend treatment, write prescriptions, send a Mobile Care nurse to you, or refer you to a specialist when needed. There is a fee for a Video Care visit with a provider and you will have an opportunity to review and agree to visit fees before connecting.

If you live in the Greater Seattle area, your clinician may also send a Mobile Care nurse to your home for additional assessments or treatments. You will have an opportunity to review and agree to visit fees before receiving a visit from a Mobile Care nurse. 

For members who live outside of the Greater Seattle area, our Care Coordinators will help you find a healthcare provider in your area to address your in-person care, lab, or prescription needs when necessary.

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

For members who live in the Greater Seattle area, your clinician may determine that a Mobile Care nurse should be dispatched to your home during your Video Care visit with a provider. The Mobile Care nurse may collect samples for laboratory testing, perform some onsite testing, administer vaccines, or perform certain physical assessments. You will have an opportunity to review and agree to visit fees before a Mobile Care nurse is dispatched.

Step One: If your clinician determines that a Mobile Care nurse should be dispatched to you, tell them 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 Mobile Care visit time, identify your Mobile Care nurse, let you know they are on the way, and inform you that they have arrived. In the app, tap the “Settings” gear > “Email customer service.”

Step Four: Complete your visit. Mobile Care nurses wear Amazon Care uniforms and will present an identification badge immediately when they arrive.

Step Five: Check your Amazon Care app for your Care Summary.

Step Six: You can visit your Care Summary and send a follow-up message anytime. A member of the Amazon Care team will respond within 24 hours.

What medications can Care Medical providers prescribe? How can I get my prescription?

During a Video Care visit, your provider (nurse practitioner or doctor) may prescribe medication for the healthcare conditions for which you are being seen. Care Medical cannot provide refills for medications that were prescribed by another clinician. Care Medical providers do not prescribe controlled substances.

For members who live in the Greater Seattle area, we are able to deliver some medications to your home, or you can have your prescription sent to your preferred pharmacy where you can pick it up. 

For members who live outside the Seattle area, your provider can send prescription orders to your preferred pharmacy for you to pick-up directly. 

Prescriptions sent to your preferred pharmacy are billed directly to your insurance and you will be responsible for any co-pays.

Can I refill my prescription through Care Medical?

Care Medical can prescribe medications as appropriate. Refills should be requested from the prescribing provider. If you are no longer under the prescriber’s care, connect with us for virtual care to speak with a clinician and discuss treatment options. If you are receiving ongoing treatment from a Care Team and your provider prescribes medication intended for long-term use, they will continue to manage ongoing prescription refills for that medication.

Care Medical providers do 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 your Care Medical providers. 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. 

You can visit your Care Summary and send a follow-up message anytime. A member of the Amazon Care team will respond within 24 hours.

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 through adding 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” > “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.

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” > “My Family Members” 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?

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 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 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 a link to our anonymous customer survey.

Clinical Services

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

Care Medical 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 the Greater Seattle area. You can use these services when:

  • You’re looking for a COVID-19 viral test
  • 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)

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

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 has built a team of clinicians to support you across your care journey. Your dedicated Care Team is made up of providers and nurses 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. A member of the Amazon Care team will respond to your message within 24 hours.

For unscheduled visits, 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 24/7, 365 days a year.

Minor dependents are also able to access Care Teams at their guardian’s request.

How do I get started with a Care Team?

You can activate your Care Team by connecting to a Care Nurse via video for an intake visit to get to know you, better understand your needs, and learn your preferences. The Care 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.

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 activated your Care Team, you can learn more about the them through their bios and an introductory video available in your app. 

Where in-person and prescription delivery services are available, Mobile Care nurses who come to your home wear Amazon Care 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 through the Amazon Care app and in-person services. 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?

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: pay@amazon.care.

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.

Based on your symptoms, Amazon Care will guide you to the appropriate visit type to connect with a clinician (doctor, nurse practitioner, or registered nurse), but you always have the option to select the clinician type you prefer. Connecting with a registered nurse via Care Chat or Video Care is always free. Your nurse can provide general health advice or may direct you to connect with a provider (doctor or nurse practitioner) when necessary.

When you need to connect with a provider, you will have the option to initiate a Video Care visit. Your provider is able to diagnose conditions, recommend treatment, write prescriptions, send a Mobile Care nurse to you, or refer you to a specialist when needed. There is a fee for a Video Care visit with a provider and you will have an opportunity to review and agree to visit fees before connecting.

If you live in the Greater Seattle area, your clinician may also send a Mobile Care nurse to your home for additional assessments or treatments. You will have an opportunity to review and agree to visit fees before receiving a visit from a Mobile Care nurse. 

Prescription 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. In-person care and prescription delivery are currently only available for members located in the Greater Seattle area.

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.

For members who live in the Greater Seattle area, 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.

Care Medical’s healthcare services are not billed to your health insurance, and will not count towards your deductible. You will pay Care 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 Care Medical services?

You will pay for Care 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 Care Medical for reimbursement by my health insurance, FSA or HSA?

You can submit your Care 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 Care 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” or contact pay@amazon.care. Neither Care Medical nor Amazon Care can answer questions regarding your health insurance coverage.

Privacy and security

Will my health information be shared with Amazon as my employer?

Health information collected by Care Medical and Amazon through Amazon Care is not used for employment purposes.

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. Care Medical collaborates with certain third-party service providers to provide the healthcare services. 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 exclusively 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 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. The Care Medical Notice of Privacy Practices 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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What Is Amazon Care?

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Availability

What are Amazon Care’s hours?

Amazon Care is open 365 days a year, including holidays. Our current hours are as follows:

  • Video Care and Care Chat: 24/7
  • Care Team visits: 8 am – 8 pm PST
  • In-person care is available from 6 am – 10 pm PST* 
  • Prescription delivery 7 am – 2 am PST* 


*For members located in the Greater Seattle area as part of your virtual care visit.


Where are Amazon Care services available?

For eligible employees and their enrolled dependents, Care Chat and Video Care services are available throughout Washington State. 

Amazon Care Mobile Care and Care Courier services are available only if you live in the following zip codes:

98001 98002 98003 98004 98005 98006 98007 98008 98010 98011 98012 98014 98015 98020 98021 98023 98024 98026 98027 98028 98029 98030 98031 98032 98033 98034 98035 98036 98037 98038 98039 98040 98042 98043 98047 98051 98052 98053 98055 98056 98057 98058 98059 98063 98064 98072 98074 98075 98077 98087 98089 98092 98093 98101 98102 98103 98104 98105 98106 98107 98108 98109 98112 98114 98115 98116 98117 98118 98119 98121 98122 98125 98126 98133 98134 98136 98144 98146 98148 98155 98164 98165 98166 98168 98177 98178 98188 98198 98199 98204 98208 98275 98296 98354 98371 98372 98402 98403 98404 98405 98408 98409 98418 98422 98424 98443 98496 98050 98195 98158
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Eligibility

Can I pay for Care 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. Care 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 Care Medical receipt to include with your claim. Care Medical cannot assist you with claim submission. If you have questions about your health benefits, please visit amazon.ehr.com.

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. To learn more about special enrollment periods, please visit amazon.ehr.com.

I am not an Amazon employee. Am I eligible for Amazon Care?

Currently only eligible Amazon employees and their dependents (spouses, domestic partners, children, etc.) can enroll in Amazon Care. Dependents of enrolled Amazon employees may enroll in Amazon Care if they are on the Amazon employee’s health insurance.

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 Aetna or Premera Amazon-sponsored health plan. Amazon employees who are enrolled in other Amazon-sponsored health plans are not eligible to participate at this time.
  • Have a mobile device with either iOS 12.0+ or Android 6.0+
  • Live in Washington State
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Getting Started

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 your Care Medical providers. 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.

You can visit your Care Summary and send a follow-up message anytime. A member of the Amazon Care team will respond within 24 hours.

Can I refill my prescription through Care Medical?

If you are receiving ongoing treatment from a Care Team and your provider prescribes medication intended for long-term use, they will continue to manage ongoing prescription refills for that medication. Care Medical cannot provide refills for medications that were prescribed by an outside provider, but in most cases, you can transfer management of a health condition, including prescription management to a Care Team provider with Care Medical. 

Care Medical providers do not prescribe controlled substances.



What medications can Care Medical providers prescribe? How can I get my prescription?

During a Video Care visit, your provider (nurse practitioner or doctor) may prescribe medication for the healthcare conditions for which you are being seen. Care Medical cannot provide refills for medications that were prescribed by another clinician. Care Medical providers do not prescribe controlled substances.

For members who live in the Greater Seattle area, 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.

For members who live outside the Seattle area, your provider can send prescription orders to your preferred pharmacy for you to pick-up directly.

Prescriptions sent to your preferred pharmacy are billed directly to your insurance and you will be responsible for any co-pays.




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

For members who live in the Greater Seattle area, your clinician may determine that a Mobile Care nurse should be dispatched to your home or office during your Video Care visit with a provider. The Mobile Care nurse may collect samples for laboratory testing, perform some onsite testing, administer vaccines, or perform certain physical assessments. You will have an opportunity to review and agree to visit fees before a Mobile Care nurse is dispatched.

Step One: If your clinician determines that a Mobile Care nurse should be dispatched to you, tell them 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 Mobile Care visit time, identify your Mobile Care nurse, let you know they are on the way, and inform you that they have arrived. In the app, tap the “Settings” gear > “Email customer service.”

Step Four: Complete your visit. Mobile Care nurses wear Amazon Care uniforms and will present an identification badge immediately when they arrive.

Step Five: Check your Amazon Care app for your Care Summary.

Step Six: You can visit your Care Summary and send a follow-up message anytime. A member of the Amazon Care team will respond within 24 hours.


What is the difference between Care Chat and a Video Care visit?

Through the Amazon Care app, you can access Care Chat or Video Care visits, the virtual care options from Care Medical. Based on your symptoms, Amazon Care will guide you to the appropriate visit type to connect with a clinician (doctor, nurse practitioner, or registered nurse), but you always have the option to select the clinician type you prefer.

We offer free visits with a registered nurse who can provide general health advice via Care Chat (text) or Video Care. When necessary, your nurse may direct you to connect with a provider (doctor or nurse practitioner).

When you need to connect with a provider, you will have the option to initiate a Video Care visit. Your provider is able to diagnose conditions, recommend treatment, write prescriptions, send a Mobile Care nurse to you, or refer you to a specialist when needed. There is a fee for a Video Care visit with a provider and you will have an opportunity to review and agree to visit fees before connecting.

If you live in the Greater Seattle area, your clinician may also send a Mobile Care nurse to your home or office for additional assessments or treatments. You will have an opportunity to review and agree to visit fees before receiving a visit from a Mobile Care nurse.

For members who live outside of the Greater Seattle area, our Care Coordinators will help you find a healthcare provider in your area to address your in-person care, lab, or prescription needs when necessary.






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, however providing it to Amazon Care enables Care 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 Care Medical services, such as referrals. You will also have to work directly with laboratories to bill your insurance if you need a laboratory test ordered. 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 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.

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).
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Including your dependents

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.

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 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.

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. See Clinical Services FAQ for more details on care provided for enrolled minor 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 through adding 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).

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Using Amazon Care

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.

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.

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.

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.
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Your Care Team

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 activated your Care Team, you can learn more about them through their bios and an introductory video available in your app.

Where in-person and prescription delivery services are available, Mobile Care nurses and Care Couriers who come to your home or office wear Amazon Care uniforms and will present an identification badge when they arrive.

How do I get started with a Care Team?

You can activate your Care Team by connecting to a Care Nurse via video for an intake visit to get to know you, better understand your needs, and learn your preferences. The Care 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.

What is a Care Team?

Amazon Care has built a team of clinicians to support you across your care journey. Your dedicated Care Team is made up of providers and nurses 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. A member of the Amazon Care team will respond to your message within 24 hours.

For unscheduled visits, 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 24/7, 365 days a year.

Minor dependents are also able to access Care Teams at their guardian’s request.

Who provides healthcare services through Amazon Care?

Amazon Care works with Care Medical to provide care through the Amazon Care app and in-person services. Care Medical's clinicians are all trained in primary and urgent care. 

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

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Payments

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” or contact pay@amazon.care. Neither Care Medical nor Amazon Care can answer questions regarding your health insurance coverage.

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.

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 insurance 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 insurance on your behalf.

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 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.

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: pay@amazon.care.

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.

Based on your symptoms, Amazon Care will guide you to the appropriate visit type to connect with a clinician (doctor, nurse practitioner, or registered nurse), but you always have the option to select the clinician type you prefer. Connecting with a registered nurse via Care Chat or Video Care is always free. Your nurse can provide general health advice or may direct you to connect with a provider (doctor or nurse practitioner) when necessary.

When you need to connect with a provider, you will have the option to initiate a Video Care visit. Your provider is able to diagnose conditions, recommend treatment, write prescriptions, send a Mobile Care nurse to you, or refer you to a specialist when needed. There is a fee for a Video Care visit with a provider and you will have an opportunity to review and agree to visit fees before connecting.

If you live in the Greater Seattle area, your clinician may also send a Mobile Care nurse to your home or office for additional assessments or treatments. You will have an opportunity to review and agree to visit fees before receiving a visit from a Mobile Care nurse. 

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. In-person care and prescription delivery are currently only available for members located in the Greater Seattle area.

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.

For members who live in the Greater Seattle area, 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.

Care Medical’s healthcare services are not billed to your health insurance, and will not count towards your deductible. You will pay Care 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.

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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. Care Medical collaborates with certain third-party service providers to provide the healthcare services. 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 exclusively 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 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. The Care Medical Notice of Privacy Practices can be found in the Amazon Care app by going to 'My Account' and then selecting 'Legal.'

Will my health information be shared with Amazon as my employer?

Health information collected by Care Medical and Amazon through Amazon Care is not used for employment purposes.

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Customer Service and Troubleshooting

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.

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 (

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.”

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

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Care Team available for virtual care or questions 24/7 through the app
Make appointments in advance - around your schedule
In-person follow-up care when you need it