Telehealth Video Visits FAQs

Common questions about AHN Video Visits

What is a Video Visit?

Videos Visits are interactive, real-time video appointments with an AHN provider. They are available exclusively through your MyChart account. All you need is a mobile, tablet, or desktop device with a camera, an Internet connection, and a quiet, private place where you can talk. During the visit, you discuss your symptoms and get the care you need.

Video Visits should NOT be used for emergency health issues. In life-threatening situations, call 911 or go to the nearest emergency room.

When can I schedule a Video Visit?

Video Visits are available 24/7.

How much will it cost?

Similar to a face-to-face appointment, copay for a virtual visit is accepted prior to your appointment using the eCheck In process.*

*The cost you may ultimately be responsible for depends largely on your insurance coverage. Talk to your carrier about questions related to your benefits and coverage.

What do I need to get started?

To take part in a Video Visit, you will need:

  • A MyChart account (Sign up now)
  • A reliable Internet or mobile phone connection
  • A personal mobile, tablet, or desktop device with a camera and microphone
  • Login information for your MyChart account (either via the MyChart app or

What do I need to get ready for the visit?

Before a Video Visit, you will need:

  • A private, quiet place to discuss your symptoms
  • Your insurance information
  • A debit or credit card for payment

What symptoms can be treated through Video Visits?

  • Coronavirus concerns
  • Back pain
  • Diarrhea
  • Sinus problems
  • Vaginal irritation
  • Cough
  • Eye irritation
  • Urinary problems

Can I request a Video Visit for an issue that is not on the list of symptoms?

At this time, providers can only treat the symptoms on this list. If they cannot resolve your issue during the video visit, they may ask you to seek traditional care. You may visit one of our urgent care centers or schedule an appointment for an office visit with your doctor.

What if my symptoms cannot be fully addressed during a Video Visit session?

If the provider cannot help you during the Video Visit, you may need to seek traditional care. Follow the provider’s recommendations for next steps.

Can I request a Video Visit for an emergency issue?

No, you should never set up a Video Visit for an immediate or emergency issue. In a medical emergency, call 911.

Who will provide my care during a Video Visit?

An Allegheny Health Network nurse practitioner will talk with you during your Video Visit.

What are the browser and device operating system requirements for Video Visits?

See our list of hardware requirements for a Video Visit.

Can I cancel a Video Visit request after I’ve submitted it?

You can cancel a Video Visit up to the time of your appointment.

Can I be out of the state of Pennsylvania during my Video Visit?

You must be physically within the state of Pennsylvania, Maryland, New York, Ohio, or West Virginia at the time of service in order to participate in a Video Visit.

Who can request a Video Visit?

Anyone over the age of 18 can request a Video Visit.

Can I request a Video Visit for my child?

First, you’ll need proxy access to the child’s account. To do that, log in to your MyChart account, click the Profile Tab, then My Family Access, and follow the instructions based on the child’s age. Once you have access, log in to the child’s account to schedule the visit.

Can I schedule a Video Visit using the MyChart app on my smartphone?

Yes, we encourage you to use the MyChart app on your smartphone for Video Visits.

Where is the best place for a Video Visit?

We recommend a private, quiet place, free of distraction for your Video Visit.

How do I start my Video Visit?

  • Log in to MyChart (either via web browser or mobile app)
  • Select “My Upcoming Appointments” from the “My Appointments” tab
  • Select your appointment time (15 minutes before your scheduled appointment, the “Test Hardware” button will become a “Begin Video Visit” button on your Video Visit appointment page)
  • You'll also get this reminder on your MyChart homepage: "Click here to start your Video Visit"

Are Video Visits available in any other languages?

Currently, Video Visits are only available in English.


Video Visits must take place in Pennsylvania, Maryland, New York, Ohio, or West Virginia. Certain terms and conditions, as well as additional terms and fees may apply. For Technical Support, please email the MyChart support team at or call (412) 330-5524, option 3, Monday-Friday 7:00 AM - 5:00 PM and Saturday 7:00 AM - 3:00 PM.