Intermountain Connect Care

Connect with Intermountain Healthcare, anytime, anywhere

Frequently Asked Questions

What is Connect Care?

Intermountain Connect Care is a convenient clinical care service for common conditions that is available 24 x 7 x 365 through internet enabled computers or mobile (Android/iOS) devices.

Where can I use Connect Care?

Intermountain Healthcare patients can access Connect Care anywhere in the US where telehealth visits are legal. This includes all US states except Texas and Arkansas.

What devices/computers can I use to access Connect Care?

Connect Care supports the most recent versions of most browsers as well as access using apps for iOS and Android devices. For a complete list of compatibility requirements see our tips and troubleshooting guide.

When should I use Connect Care?

Connect Care treats conditions such as stuffy and runny nose, allergies, sore throat, eye infections, earache, cough, painful urination, lower back pain, joint pain or strains, and minor skin problems.

Please note that Connect Care is not for medical emergencies. Please call 911 or go to the nearest emergency room if you feel you are experiencing any of the following emergency medical problems:

  • Chest pain or pressure
  • Uncontrolled bleeding
  • Sudden or severe pain
  • Coughing / vomiting blood
  • Difficulty breathing or shortness of breath
  • Sudden dizziness, weakness, change in vision, slurred speech, numbness, or other neurological changes
  • Severe or persistent vomiting or diarrhea
  • Changes in mental status, such as confusion
  • Assault, physical or sexual abuse, or child abuse

Will providers have access to my medical record?

Connect Care is staffed by both Intermountain Healthcare and contract providers from American well. All of our staff have access to the medical history you provide in the platform. Additionally, our Intermountain providers will have access to your Intermountain Healthcare chart history.

Can my primary care clinician see my visit to Connect Care?

If your primary care clinician is part of Intermountain Healthcare, he or she will be able to see a note from your visit in the electronic health record.

Can I receive a prescription from a Connect Care provider?

Connect Care providers will prescribe medication applicable for your individual diagnosis. Please note that by law narcotics/opiates (such as hydrocodone, oxycodone, etc.) cannot be prescribed via telehealth visits. Also, Connect Care does not provide prescriptions for muscle relaxants or erectile dysfunction medications.

Why should I use Connect Care?

Connect Care is a convenient choice for urgent needs. You can access care in the convenience of your home at any time of the day or night and on weekends and holidays. In addition, your condition can be treated at a lower cost compared to urgent care, the doctor’s office, or emergency rooms.

Who are the providers I will see in Connect Care?

Connect Care is staffed by Intermountain Healthcare and American Well clinicians who specialize in urgent care, family practice, emergency medicine, internal medicine or pediatrics. All of our providers are certified and credentialed according to NCQA standards.

How much does a Connect Care visit cost?

The charge for a visit is $49, but may be less if covered as a benefit by your insurance.

Does my insurance cover Connect Care?

Some insurances include Connect Care as a covered benefit. We are actively meeting with health plans to expand coverage of our visits. See our current list at the bottom of the main page. For plans listed on our site, we will submit a claim to the plan. For more information for your specific plan, contact your insurance company.

What if I have I have trouble with my prescriptions?

For any issues with prescriptions reaching the pharmacy, please call our support desk. Our staff will work with the provider to resolve questions.

What if my condition requires a physical visit?

Connect Care providers are able to treat the majority of common complaints mentioned above, but some symptoms may require a physical visit. If our providers cannot diagnose your condition over telehealth and state that you must be seen in person, we will not charge you for your visit.

What do I do if I have trouble connecting?

We recommend always testing your computer before you connect if you are accessing from a PC or laptop. Our 24/7 help desk can assist with connectivity challenges and can be reached at 1-800-442-5502, option 2.

Can I use Connect Care for my child?

Yes! You can add an account for your minor child as part of your own account. Please note that your child must be present during the video visit.

I have questions about my bill or card charge, who can I speak to?

Contact our billing office at (801) 442-1433. Office Hours 9 – 5PM M-F.

Does my visit count as a qualified HSA or FSA expense?

Yes, our visits qualify as health care expenses. You can use any major debit or credit card with our service.

I completed a visit, where will I see the charges for the visit?

If you paid with a credit card, you will see a charge for the amount of your co-pay from Intermountain Connect Care. If after we submit a claim to your insurance we find your cost to be less than what you paid upfront, we will refund the overpaid amount to your credit card. If you were not charged up front, or we find that you owe more than you initially paid, you will receive a bill in the mail. Your charge will not exceed the visit cost of $49.

What do I do if I get disconnected?

With the latest version of Connect Care, if you get disconnected for any reason, we’ll save your information for when you log back in, making seeing a provider even faster.

How do I update my contact info?

Once you create an account, we sync it with your medical record.  To update your personal information you’ll need log in to your MyHealth account at or call our support center at 1-800-442-5502.

What did she say I had?

You can access a summary of your visit including any problem and prescription information after your visit. You’ll need to access by logging into your Connect Care account at, then clicking on “Previous Visits” under the “Health Info” tab.


For billing questions call: (801) 442-1433 during office hours of 9 - 5 PM Monday through Friday.

For inability to access a provider, patient, or have other pharmacy questions regarding a prescription, please call the main support line: 1-800-442-5502.