CarePortal FAQ

Man And Baby Hero

Frequently Asked Questions about EmblemHealth CarePortal

Below is a list of commonly asked questions. If you don’t see an answer to your question, call Customer Service at 888-447-7703 (TTY: 711), 8 am to 8 pm, Monday through Friday. For tech support or help scheduling an appointment, call AdvantageCare Physician’s help desk 24/7 at 646-680-5555.

 

To download the CarePortal App today, click one of the links below or search the Apple App Store or the Google Play Store for EmblemHealth CarePortal. The CarePortal can also be accessed on your computer's web browser.

EmblemHealth CarePortal Services

EmblemHealth’s CarePortal is a new digital health experience where you can easily access the care you need, when you need it. Unlock 24/7, $0 cost-share primary care through video, phone, or chat. That’s access to a primary care provider in our network at any time—day or night. CarePortal is available as part of eligible plans. 

You can use CarePortal to access providers who can help treat common acute conditions like cough, headache, sore throat, and diabetes. 

Here is a complete list of issues that you can access 24/7 care for.

  • Cough
  • Headache
  • Fatigue
  • Gastrointestinal issues
  • Abdominal pain
  • Bloating
  • Insomnia
  • Back pain
  • Cold and flu
  • Pinkeye
  • Sore throat
  • Medication management
  • Urinary tract infection
  • Hair loss
  • Pre-exposure prophylaxis (PrEP)
  • Asthma
  • Acid reflux
  • Diabetes
  • High cholesterol
  • High blood pressure
  • Rash and itching
  • Men’s health
  • Women’s health
  • Urgent admit and discharge care coordination and transition of care

 

 

You can also unlock access to:

  • Appointment scheduling with ACPNY providers – in-person or virtual
  • Requesting prescription renewals
  • Seeing test results
  • Reviewing your health history

Yes, Pediatric services are available 24/7. The type of care that’s available does depend on age, and whether you are a new or existing patient. You can speak to a Care Team member right away to see if you need an in-person visit.

Initial specialty care services are not available with CarePortal. You must always visit specialists in-person for the first visit. After that, you may have virtual visits for certain specialists.

However, in the app, you may schedule select in-person specialty appointments, as well as virtual visits (for select specialists). Due to the complexity of scheduling for certain specialties, some types of specialists cannot be scheduled in the app.

Providers

The medical care and services in CarePortal are delivered by AdvantageCare Physicians (ACPNY) providers, who are part of the EmblemHealth networks. ACPNY are the only providers available through CarePortal. 

Yes. If you want to get non-immediate care with AdvantageCare Physicians (ACPNY), you can easily schedule appointments with ACPNY providers (whether virtual or in-person) all through the CarePortal app. All ACPNY providers who can be scheduled should appear; however, there are some specialists who you cannot schedule appointments with through the app. 

Yes, you can still use the on-demand feature within the CarePortal app if you already have a primary care doctor. CarePortal is not meant to replace care from your doctor, but rather to provide you with a convenient option to access primary care for common conditions like cough, sore throat, or diabetes management.

No, choosing a primary care provider is not required to use this app. If you’re interested in choosing an AdvantageCare Physicians (ACPNY) provider as your primary care provider, we can help. Call the number on the back of your ID card to speak to a Customer Service representative. We’ll be happy to help you find an ACPNY provider.

You can also visit an EmblemHealth Neighborhood Care center. Our representatives will be happy to help you choose a primary care provider and make an appointment. Find a location near you.

Yes, AdvantageCare Physicians (ACPNY) patients can access on-demand virtual visits with ACPNY Digital First Providers through the EmblemHealth CarePortal app using existing ACPNY login credentials. For on-demand virtual visits, you’ll see a provider that’s available, which may or may not be your primary care doctor. You can also schedule a regular virtual visit through your myACPNY Patient Portal account. You can schedule a follow-up visit with your ACPNY primary care doctor, and they’ll be able to access any notes or information from your CarePortal visit.

When setting up a virtual visit on-demand in CarePortal, you’ll be asked to enter your location. If you are outside of New York State, you will be redirected to Teladoc® for your virtual visit.

App & Support

There are two options for accessing EmblemHealth CarePortal:

Mobile app

Download and register for the EmblemHealth CarePortal app from your smartphone or tablet.

  1. Go to the Apple iTunes or Google Play store and search for the EmblemHealth CarePortal app. Click to install and launch the app. Choose Sign Up Now on the login page.
  2. When asked to identify yourself, skip the fields requesting an activation code and click Sign Up Online at the right of the screen.
  3. Fill in your information and answer the questions to confirm your identity.*
  4. Once you confirm your identity, you’ll be prompted to choose a user name, password, and security question on the sign-up page.
  5. Easily set up a call to discuss health concerns with a Care Team for you and your children on one account.

Desktop

Register for the EmblemHealth CarePortal on your desktop.

  1. Go to emblemhealth.com/careportal and click Sign Up Now.

Follow steps 2 – 4, above.

*Answering the Experian Precise ID questions will not impact your credit score, and EmblemHealth/AdvantageCare Physicians will not see your answers. The process is for identification purposes only.

No, parents generally can access their child’s health information with CarePortal.

Yes. To use the main features of EmblemHealth CarePortal and for the best experience, you need to download the app or use the desktop browser. If you are already an ACPNY patient, you can sign in using your existing login credentials.

No. This app will connect you with a provider. If you need information about your plan benefits, sign in to your EmblemHealth member portal

For on-demand virtual visits, you will be matched up with providers who are on shift, and there is no guarantee they will speak a foreign language. 

Members who reside in New York State receive no-cost primary care when services are performed virtually by AdvantageCare Physicians primary care providers. Members who reside outside of New York State receive no-cost primary care when services are performed virtually by Teladoc® providers. AdvantageCare Physicians is part of the EmblemHealth family of companies.