wellPORTAL patients have access to a VIP line for all primary care needs and general customer service support (including scheduling, referrals, prescription refills, and health plan questions).
This central point of contact – a separate line from their doctor office’s regular phone number — is answered by support agents who deliver unparalleled VIP customer service and help patients navigate a complex and often frustrating health care system.
During business hours, a live customer service representative answers incoming calls (if a patient is sent to voicemail, they receive a call back within 30 minutes).
wellPORTAL patients see their PCP within 15 minutes of their scheduled appointment time and can schedule same-day visits for sick care if they call before 10 AM.