Frequently Asked
Questions
General Questions
How does it work?
It’s pretty simple. Choose a program that seems right for you, or just set up a general consultation, then provide some basic details about yourself. Our team will then reach out to collect some background information and work with you to schedule a live telemedicine consultation with one of our licensed providers. If clinically appropriate, you will then be given a treatment plan and be able to message your provider in between scheduled visits as you begin, and continue, your journey to a new and healthier you.
Who can use KORB?
KORB is for adults 18 years of age and over who live in a state where our providers are licensed. KORB does not accept insurance so check with your insurance plan to understand if you may have coverage for similar services from another provider.
How much does it cost?
Each KORB program varies in cost, depending on the specific program, the medication included, and the services selected by you. You only pay for services when you use them.
Can I use my health insurance?
No, unfortunately KORB does not participate in third-party insurance networks and cannot accept your health insurance as payment.
Is my information Safe? How does KORB use my information?
Your information is safe. KORB protects your information in accordance with the Health Insurance Portability and Accountability Act (HIPAA), which protects your information by setting the rules of how your healthcare providers can use your information. Please visit our Privacy Policy page to learn more. For more information on Telehealth privacy and security, please visit our Privacy and Security Tips for Patients page.
Telehealth
What is telehealth?
Telehealth refers to the use of technology to allow healthcare professionals to provide healthcare services remotely to patients. It includes virtual consultations, remote monitoring, and other digital healthcare solutions.
How does telehealth work?
Telehealth involves video or audio communication between a healthcare provider and a patient using computers, smartphones, or other communication devices. It allows patients to receive medical advice, prescriptions, and even some diagnostic services without having to visit a physical healthcare facility or physician office.
What are the benefits of telehealth?
Telehealth offers several advantages, including increased accessibility to healthcare, convenience, reduced travel time and costs, improved monitoring of chronic conditions, and the ability to receive timely medical advice.
What types of medical conditions can be treated through telehealth?
Telehealth can be used to address a wide range of non-emergency medical conditions, including minor illnesses, chronic disease management, mental health counseling, prescription refills, and follow-up appointments.
Is telehealth secure and private?
KORB prioritizes security and privacy to protect patient information. Health systems and providers adhere to strict regulations, such as HIPAA in the United States, to ensure the confidentiality of patient data.
Scheduling an Appointment
How do I schedule my appointment?
Click “Book your free consultation” in the top right of this page. Share some basic contact information and the KORB team will reach out to schedule your live one-on-one appointment with a licensed healthcare professional.
What information do I need for my appointment?
The KORB team will reach out before your scheduled appointment to collect information you would expect to provide
Providers and Clinical Process
How do I participate in the appointment?
You will see your provider on a two-way audio-visual platform where you will speak virtually face-to-face with the provider. KORB uses HIPAA-compliant telemedicine platform provider, Tebra.
Who is the healthcare provider that I will see during my appointments?
You will be assigned a licensed and qualified healthcare provider based on the state where you live and licensure of our affiliated providers.
Do I really need to speak to a provider to receive a prescription/medicine?
Yes. Our providers proudly practice legitimate medicine and insist on meeting the standard of care for each of our programs, which requires initial and regular live consultation with patients to ensure clinical necessity, safety, quality and patient success.
How often will I see a provider?
You will see a provider monthly for at least the first three months that you participate in a KORB program. Your provider will determine when it is clinically appropriate for you to reduce the frequency of live visits. If clinically appropriate and allowed by applicable regulations, your provider may determine that non-live messaging and check-ins will be enough to manage your ongoing care. You will be required to see a provider in a live telemedicine visit at least once annually.
Do I have access to a provider in between my scheduled visits and check-ins?
Yes. Your provider is available via our messaging service and our providers will typically respond within [48 hours]. You can also call (888) 959-7299 to schedule an appointment to see a provider.
Medications and Pharmacy
How do I get my prescriptions?
KORB works with third-party pharmacies under contract to dispense the products prescribed by KORB's affiliated clinical providers. Our partner pharmacies are vetted for federal and state licensure, registration, safety, and quality. Furthermore, all formulations are tested and verified by independent laboratories for sterility, potency, and shelf-life to ensure that you receive only safe and effective medication.
Are the medications provided by the pharmacies safe?
Our partners only use pharmaceutical-grade ingredients in their preparations which they source from legitimate and verified manufacturers.
Are the medications FDA-approved?
KORB clinicians prescribe compounded medications when clinically appropriate, which are produced by state-licensed compounding pharmacies. Compounded medications are permitted to be prescribed under federal law, but are not FDA-approved and do not undergo FDA safety, effectiveness, or manufacturing review.
Do I have to use a KORB pharmacy to receive medication prescribed to me?
KORB is not a pharmacy. We network with high-quality, safe, and reliable licensed pharmacies to help you secure the medication prescribed as part of your treatment plan. You always have the choice to take your prescriptions to the pharmacy of your choice. KORB pricing includes the cost of your medications. If you choose to use a pharmacy outside of our network, you will be responsible for the cost of your medications.
Financials and Billing
When do I pay?
You will be charged at each appointment if you decide to proceed, or continue, treatment if the provider determines that the KORB program is clinically appropriate for you. You will not be charged without your consent.
What payment methods are accepted by KORB?
KORB accepts VISA, Mastercard, Amex. KORB cannot accept direct payment from your HSA or FSA, so please do not attempt to submit payment with those cards.
Are the KORB services covered by my HSA or FSA?
Many HSA and FSA plans allow you to use your funds for KORB services. KORB does not participate directly in any HSA or FSA plans so you will need to pay for KORB services and seek reimbursement from your plan. We advise that you check with your plan administrator to understand the coverage rules. The team at KORB will provide documentation of the services you receive, including letters of medical necessity, to facilitate your reimbursement.
Does KORB take insurance?
No, unfortunately KORB does not participate in third-party insurance networks and cannot accept your health insurance as payment.
How do I access my patient account?
Patients will be invited, via email, to the Tebra Patient portal where a patient can update information and view itemized receipts.
Virtual Urgent Care
Am I eligible to use KORB Urgent Virtual Care?
KORB Urgent Virtual Care telehealth service is available for U.S.-based patients between the ages of 18 and 64 and is not intended for beneficiaries of government payor programs, including Medicare and Medicaid.
If offered a prescription, how will I receive it? Do I have to fill my prescriptions at a specific pharmacy?
Your KORB clinician will send any necessary prescriptions to any pharmacy you request.
Do I need to be an existing KORB customer to use Urgent Virtual Care?
No. KORB Urgent Virtual Care Services are available to existing patients for $49 per visit and $79 for new patients.
Can I get a refund if I'm not satisfied with my Pay-per-visit experience?
KORB cannot issue a refund if a provider determines that KORB cannot treat you, or prescribe medication. Refunds are determined on a case-by-case basis. If you had a technical issue or have feedback about the care you received, please contact KORB: 1-888-959-7299.
What if I want to change my pharmacy after my prescription was sent?
To change your pharmacy after your prescription has already been sent, reach out to the pharmacy you would like to transfer the prescription to with your prescription information.
Telehealth Privacy and Security Tips for Patients
This information is provided by the United States Department of Health and Human Services’ Office of Civil Rights and we at KORB believe that this is excellent advice and best practices when using telehealth services provided by KORB and its affiliates.
Using video apps and other technologies for telehealth can create risks to the privacy and security of your health information. This can include when you are accessing telehealth services on a website, through an app, or even through a patient portal. Consider these tips to protect and secure your health information.
- Have your telehealth appointment in a private location. Find a place away from others (like a private room with a door or your parked car) where you can control who hears or sees your conversation. If you can’t find a private place for your appointment, then consider wearing headphones, positioning your computer or mobile device so others can’t see your screen, and avoiding using the speakerphone.
- Turn off any nearby electronic devices that may overhear or record information. Turn off devices like home security cameras, and smart speakers or apps on your phone that respond to your voice, so they don’t overhear or record your telehealth appointment.
- Use a personal computer or mobile device, if possible. Avoid using a computer, mobile device, or network that is tied to your workplace or a public setting for your telehealth session. Some workplaces and public settings can see what you do when using workplace devices or unsecured, public networks.
- Install all available security updates on your computer or mobile device. For most mobile devices, go to the Settings icon or tab on your device and turn on the option for automatic updates, or install updates yourself as soon as they’re available.
- Use strong, unique passwords. Use different passwords for each app, website, computer, or mobile device you use for your telehealth appointment to keep others from accessing all of your information if someone discovers your password. If possible, change your passwords regularly.
- Turn on the lock screen function. Go to Settings and set a short amount of time before your computer or mobile device locks the screen because of inactivity. This prevents someone from getting any of your health information that may be stored on the device unless they have the password.
- Delete health information on your computer or mobile device when you don’t need it anymore. Removing health information (including photos or videos) from your computer or mobile device helps lower the risk that someone could see your health information if they get your password and can access your computer or mobile device.
- Turn on two-step or multi-factor authentication (if it’s available and you can use it). Many apps require you to enter a username and password. Some apps also have an option for multi-factor authentication, which makes it harder for someone else to use the app because they need access to your phone or email. For example, the app may send a code to your phone number or email address that you need to log in to the app. If you need help with multi-factor authentication or can’t use it, contact your health care provider to learn what your options are.
- Use encryption tools when available. When possible, you should turn on encryption on your phone or mobile device and on any apps that you use to communicate with your health care provider or health plan (like video chat or messaging apps). Encryption is an electronic tool that protects and secures your information by making it unreadable by anyone without the right key or password.
- Avoid using public Wi-Fi networks and any USB ports at public charging stations. Public networks (like the ones in coffee shops or airports) may not have security to protect the health information you may want to send using their network. Also, cyber-criminals can steal sensitive information by creating fake public Wi-Fi networks that people unknowingly sign onto, or they may use public USB charging ports to install viruses or other malware on your computer or mobile device.
- Let your KORB-affiliated provider know if you have any questions about the telehealth appointment or the telehealth technology. You can ask for help, such as instructions on using the technology or accommodations you need for the telehealth appointment, like a screen reader or closed captioning.
- If you’re suspicious of a link or have any doubts about a link, contact your health care provider right away. For some telehealth appointments, your provider may send you an email or a link directly to your phone or to your email account. You can always contact your provider to ask if the link they have sent is valid.
Get more tips to protect your information:
- Guidance for Individuals on Protecting the Privacy and Security of Your Health Information When Using Your Personal Cell Phone or Tablet. This site has tips to limit how your cell phone, computer, or other mobile device collects and shares your health and other personal information. You can find the guidance at https://www.hhs.gov/hipaa/for-professionals/privacy/guidance/cell-phone-hipaa/index.html.
- Other Telehealth Tips. This site provides other telehealth privacy tips and resources for patients to help make telehealth sessions more secure. You can find this information at https://telehealth.hhs.gov/patients/telehealth-privacy-for-patients.
- Cybersecurity Tips. This site provides four tips to help keep you safe from cyber-attacks and cyber-criminals. You can find this site at https://www.cisa.gov/news-events/news/4-things-you-can-do-keep-yourself-cyber-safe.
Content created by Office for Civil Rights (OCR)
Content last reviewed October 17, 2023
