How quickly will I hear back?
Ovia Health coaches will get back to you within a day. Care Advocates will get back to you within 48 hours. But typically, both Health Coaches and Care Advocates will respond within 20-30 minutes during the week.
Why would I contact a Health Coach or Care Advocate?
To get fast responses to health questions and supplement the support you’re getting from your provider. You might also contact the Ovia Care team to:
- Get advice for when it’s appropriate to talk to a provider and how to bring up certain topics with them
- Access emotional support as you navigate personal and health challenges
- Understand what’s normal and what’s not
- Understand your company or health plan benefits and how to navigate them
- Get recommendations on a provider who meets your needs and other community resources you might be interested in
I didn’t pay for this. Why do I have this benefit?
Because your health plan/employer is offering the premium version of Ovia as a benefit for members like yourself, they are the ones covering the cost of this premium service.
Are these conversations private?
Yes. Your conversations are confidential between you and Ovia, and will not be shared with your employer/health plan.
Ovia treats your personal data as confidential, and only shares it in limited circumstances.
- Since you are registered for Ovia premium services provided by a health plan or employer, we may share limited identity information (such as name and date of birth) with the health plan or employer to confirm your eligibility for premium benefits.
- If you receive Ovia as a benefit from your health plan or health care provider, Ovia is part of your care package and so we may share your personal data with your health plan or provider, or their business associates, under HIPAA.
- If you receive Ovia as a benefit from your employer, we do not share your health data with your employer unless you expressly opt-in for a specific purpose. We do not share data with employers for employment purposes. It would be unlawful for an employer to use certain Ovia data (such as the fact that you are pregnant) against you. If the data requested by your employer concerns you, you should reach out to your employer’s HR department.
Please view our Privacy Policy for additional details.
Who will I be talking to for health coaching?
Based on the question you ask, the appropriate Health Coach will respond. For example, if you send a message looking for advice about birth control, you might hear back from a registered nurse with expertise in this area.
Is my data safe?
Yes. The contents of your specific conversations are confidential between you and Ovia, and will not be shared with your employer or health plan. Ovia understands that our members need to be confident that their data is secure and protected. We maintain a rigorous program of information security controls and policies that are designed to:
- Comply with all legal and regulatory requirements applicable to Ovia, including HIPAA
- Provide the assurance of a leading industry security control framework, and
- Minimize security risks to data entrusted to Ovia by our users.
Please view our Privacy Policy for additional details.
Is Ovia free?
This service comes with your Ovia benefit from your employer or health plan, free of charge. You can message the Care Team an unlimited number of times. The makeup of your specific Care Team may look slightly different depending on how your employer or health plan has implemented Ovia.
Can my partner use this service?
Yes, the Ovia benefit is one offered to you and your partner. In Ovia Pregnancy, you can also add your partner to your account to follow along in your pregnancy. In Ovia Parenting, if you have children, you may choose to add other family members, like grandparents, as “followers” so they can view pictures, milestones, and memories.
How do I know if the question I have will be answered?
We do our best to answer any question that comes our way. If a question comes in that seems to be out of our wheelhouse, we’ll direct you to an appropriate person, like your provider.
Can I export this data/information to share with my provider?
In your Ovia app, you have the option to export your data. This export will include any data you have provided to Ovia, including messages sent to/received from the Care Team.
What if this information contradicts what my provider has told me?
The Ovia Care Team does not serve as your healthcare provider. Ovia’s coaching curriculum is based on professional medical society guidelines (ACOG, ACNM, AAP), but should always be discussed with a provider for specifics about your own circumstances.
Why would I talk to this Care Team when they are my provider?
The Ovia Care Team is a team of clinical specialists employed by Ovia whose purpose is to help members like you find answers and get support. We are here to improve your existing health care experience. We can help you understand what’s normal and what’s not, how to manage symptoms and conditions, and when to seek additional care as needed from your provider.
Do I need to tell the Care Team anything upfront before I message them with my question?
You don’t need to provide any extra information up front before messaging the Care Team. After you ask a question or request support, a Care Team member may respond by asking for additional information if it would be useful in informing their response.
Does the Care Team already know aspects of my health history based on my usage of the app?
The Care Team receives a copy of your Health Assessment and any conditions you may have logged in the app. If using Ovia Pregnancy or Parenting, they also see your gestational age and age of your child(ren). This information helps the Care Team provide the best, and most informed support possible.
I need more help. What do I do?
For more support contact support@oviahealth.com
