FAQ - Virtual and in-person musculoskeletal healthcare

What types of service packages does Vori Health offer?

We believe that patients achieve their best outcomes when they have access to a full range of clinical services, support tools and resources and guidance on how best to use them.

Our foundational package includes an initial evaluation and ongoing appointments with a comprehensive care team consisting of a physical therapist, nutritionist, and clinical professional. You will also be paired with a Trained Health Coach who will guide you through your wellness journey and ensure that your experience is seamless through and through. If you do not personally see a physician, rest assured that a physician is supervising the nurse practitioner or physician assistant who sees you.

Furthermore, as a Vori member, you’ll have access to the Vori Health platform, which houses our robust library of important health-improving information and guided instructional videos and allows you to schedule appointments and text with your assigned care team at any time.

What does it cost to be a member at Vori?

We believe in providing pricing transparency to our members to the best of our ability. Here’s what you can expect while a member at Vori Health: 

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‍If You Use Insurance 

$19/month for 24/7 access to content, text with your Care Team, and scheduling. (First month is complimentary!)

No limit to the number of visits you can schedule, but any applicable copayments/coinsurance (varies by your insurance plan) apply.

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If  You Prefer  to Pay with Cash 

$189/month for 24/7 access to content, text with your Care Team, and scheduling. (First month is discounted to $89!)

Also includes up to 4 video visits per month with your care team. Some limitations apply.

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Do I have to be referred to Vori to become a patient?

We do accept patients without a referral as long as they reside in Tennessee and Mississippi. We will expand to other states soon!

Please note that your insurance carrier may require a referral. If you wish to use your insurance coverage for our services, contact us at hello@vorihealth.com. if you need help determining if this applies to you or check out our pricing section for information on self-pay options.

Can I get a prescription or an order for imaging at Vori Health?

Yes! We make it a priority to meet as many of your wellness needs in one place as possible, including prescriptions and image ordering for patients who may need it.

If your doctor or nurse practitioner has identified a need for one of these services, they will offer to provide the order or prescription. Otherwise, you can schedule an appointment to discuss your need with one of these providers.

What are your business hours?

Our Customer Support hours are 8am - 8pm CST.

Our Clinical hours are 8am - 5pm CST Monday, Wednesday and Friday; 8am - 8pm CST Tuesday and Thursday.

How do I schedule an appointment with my care team?

In order to schedule your first appointment, you’ll need to download the Vori Health app and follow the steps to create your member profile.

Once created, the app will prompt you to schedule an onboarding call with our Customer Support team. During that call, our support staff will collect the necessary information to get your first appointment with your care team scheduled.

If you have any questions about scheduling your first visit, please contact Customer Support at hello@vorihealth.com or +1 (866) 719-9611.

How do I reschedule or cancel my appointment?

We understand schedules change. If you’re interested in rescheduling your appointment, message your Care Team within the Vori Health app and they will help get you sorted.

I was late for my appointment. What should I do?

If you are running late, please do let your Care Team know by messaging them within the Vori Health app. They will do their best to accommodate your appointment as long as it does not affect their ability to be on time for other patients they have committed to seeing.

Please note that if you do run more than 10-15 minutes late to your appointment, we will likely need to reschedule it for another date/time. This ensures that you get enough time to discuss your needs with your provider and the care you need.

I have never done a video visit before. Do I need special equipment? Can someone help me?

If you have a smartphone, you have all of the equipment you’ll need. You will want to ensure your phone is operating on the most up-to-date version, and then simply download our app to get started.

Your video visit will take place within the app. So on the day of your visit, simply open up the application on your phone and check-into your visit. You’ll be placed in a waiting room to answer a few questions before the first provider comes to see you.

If you run into any issues during this check-in process, you can either reach out to your Care Team on the app, or feel free to contact our Customer Support team at +1 (866) 719-9611.

I got disconnected from my clinician during our video session. What happens now?

If your virtual visit was interrupted, please check your internet connection or try closing and re-opening your app. If it looks like your connection is not an issue, it could be on our side. If your Care Team members are not able to rejoin the video, they will give you a call as soon as possible.

If you need additional assistance, or are not sure why your visit was interrupted, please reach out to your Care Team through the messaging feature within our app. You’re also always welcome to contact our Customer Support team at hello@vorihealth.com or +1 (866) 719-9611.

When and how many times can I message my provider/team?

You can message your Care Team at any time, and there are no limits to the number of times you can contact your Care Team via the Vori Health app. However, please note that if you message your Care Team after our business hours (8 am - 5 pm CST Monday, Wednesday and Friday; 8 am - 8 pm CST Tuesday and Thursday), we will get back to you on the following business day.

If something requires immediate attention from a clinician after our usual business hours, you can contact us at +1 (866) 719-9611, and we’ll get you in touch with our on-call staff. As always, if you are experiencing a medical emergency, please call 911.

I have a self-pay subscription package, and I don’t have any unused visits in my package for the week/month? Can I set up another appointment?

You absolutely can. If you wish to add another visit on top of your usual subscription package for a given month, we will simply treat it as an individual visit and charge it to you as such.

Visit prices vary by provider--check with Customer Support for more details.

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What payment methods does Vori Health accept?

Vori accepts most major credit and debit cards for payment, as well as HSA and FSA cards. We do not accept cash or check payment.

Can I use my HSA and FSA card for payments?

Yes! We accept HSA and FSA cards for payment.

How will I be billed for the services I receive from Vori?

Your payments will vary depending on whether you choose to use insurance coverage or not.

If you are not using insurance, you will be on a subscription plan that will charge your authorized payment method on a monthly basis. This fee covers all of your monthly allotment of live provider visits, access to the Vori Health content library, and use of the Vori Health app messaging and appointment booking services. Any additional services that are not within your subscription plan (e.g., additional visits above your monthly limit) will be charged as they are incurred.

If you are using your insurance to cover your Vori Health services, your payments will be influenced by your individual plan. Most members typically pay an office co-pay for each of their visits with our providers and any deductibles that are still remaining on their plan. You will also be charged a low monthly maintenance fee for the Vori Health app messaging and appointment scheduling services.

What insurance plans do you accept?

Vori Health accepts a variety of plans in Tennesse and Mississippi. Please check here https://www.vorihealth.com/#pricing for more details.

We also accept all Medicaid and Medicare Advantage plans that cover our range of services. You’ll be prompted to enter your insurance information when you sign-up.

Don’t see your insurance plan listed here? Reach out to us at hello@vorihealth.com or +1 (866) 719-9611 for help determining if your specific plan covers us.

Can I add a secondary insurance provider?

Yes! Vori Health allows you to add secondary insurance providers to your account profile. You can do so by reaching out to us at hello@vorihealth.com or +1 (866) 719-9611 for help determining if your specific plan covers us.

How do I cancel my account?

We are so sorry to see you go!

Our subscriptions are flexible because we know your circumstances or needs may change. If you are seeking to cancel your subscription, please reach out to your Care Team through the Vori Health app to discuss this request.

How can I update my profile in the Vori Health app?

If you’re looking to update your name, contact information, or insurance, please contact our Customer Support at +1 (866) 719-9611 and they would be happy to assist you in updating your account information.

I don’t have a smartphone. Can I still sign-up for and use Vori Health services?

Right now, we’re supporting patients using mobile app access, but we’ll be able to provide services via the web very soon! Please check back with us frequently to check the status of web support.

What technology do I need to view my exercise playlist?

The best option for accessing your care plan and any associated exercises is to download the Vori Health app. You will want to ensure you have the most recent operating system on your smartphone and have the latest app version installed in order to access and playback any content you are provided.

My exercise playlist isn’t what I expected. What should I do?

You can message your Care Team in the Vori Health app to discuss your exercises and determine if you’re viewing the most recent version of your Care Plan.

My video playback is not working. What can I do?

If you’re experiencing an issue with video playback, you may want to check your internet connection. Also, try switching from WIFI to your cellular data usage (data rates apply), as a slow WIFI connection could be responsible for a lag in video loading. If you're still having issues, you may need to update the version of the app you’re using. We’re here to help if you continue to have concerns! Reach our Customer Support at hello@vorihealth.com or +1 (866) 719-9611.

I can’t access my account. What should I do?

If you’re trying to access your account on our website, you’ll need to log into the Vori Health app to gain access to your account or contact Customer Support at hello@vorihealth.com or +1 (866) 719-9611.

If you’re trying to access your account through the app and are not receiving the verification code, please double check that you’re entering a mobile number (not a landline) and that you’ve entered the correct phone number. Contact our Customer Support if you’re still having trouble logging in.

I’m a provider and am interested in partnering with Vori Health.

We’d love to explore partnering with you or your providers!

If you’re interested in exploring a partnership with Vori Health, please send an email to partners@vorihealth.com with your practice name and specialty, geographic location, and your contact information. Someone from our Business Development team will be in touch with you shortly.

I’m an employer or insurance plan interested in learning more about Vori Health services.

Excellent! We believe we offer a compelling and truly cost-effective solution for employers and plans interested in better caring for patients with musculoskeletal needs, and we’re excited to hear from you.

Please send an email to partners@vorihealth.com with your name, title, organization’s name, geographic location, and contact information. Someone from our Business Development team will be in touch with you shortly.

frequently asked questions