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Customer Support
Online: In the app
- Open the TimelyCare app and log in
- Click on your account (bottom right-hand corner, person icon)
- Choose “Help Center”
- Click on “Contact” (top right-hand corner)
- Select issue (schedule, prescription issue, login issues, or connectivity problems)
- Fill out the text box
- Click “Send Message.”
Phone: (833) 484-6359
Download the TimelyCare App for Colleges & Universities
Get the support you need, 24/7/365. Download TimelyCare app or login online to get started.
Frequently Asked Questions
For more information or for any questions not addressed here, please call us toll-free at (833) 484-6359.
General Information
Any currently enrolled and/or eligible member at a partner college, university, institution of higher learning, educational institution partner, or charitable organization with access to TimelyCare.
You can access services from any web-enabled device (laptop, desktop, smartphone, or tablet) through the TimelyCare app or at app.timelycare.com.
MOBILE USERS
- Download the TimelyCare app and register using your email that matches what your SCHOOL has on file for you.
- Press “Get Care” to get started!
DESKTOP USERS
- Go to app.timelycare.com.
- Register your account using your email that matches what your SCHOOL has on file for you.
Press “Get Care” to get started!
Yes!
- Create your FREE TimelyCare account using your school email address.
- Once your account is created, parents and/or guardians can follow this link to provide their consent to TimelyCare services.
- English: https://bit.ly/3ARKTEl
- Spanish: https://bit.ly/490hkwU
- If you need help, contact TimelyCare’s Customer Support team at 833-4-TIMELY.
- Complete your registration!
Services
We ask that you attend your scheduled appointments and let us know at least 24 hours in advance if you need to cancel or reschedule. If you don’t show up, are more than 10 minutes late, or cancel within 24 hours of your appointment, one “Clinical Service” credit will be deducted from your available balance. The number of credits you have depends on the agreement between TimelyCare and your school or organization. For more information, see our Terms & Conditions.
To cancel a visit, click on the scheduled visit on your TimelyCare home screen, select “Cancel Visit,” select or submit your reason for cancellation, click “Yes, Cancel Visit.” If you have questions, go to our Help Center within your Account information and submit a support request.
Please contact our Customer Support team at 833-4-TIMELY or through the TimelyCare app if you need help scheduling a visit, want to share a concern, or have any other issues or questions.
TalkNow is 24/7 on-demand access to mental health support and emotional support by mental health professionals. Visits last between 20-30 minutes. When you’re ready to talk, tap “TalkNow” and we’ll connect you with someone to help you manage stress, navigate social or relationship problems, or simply cope with academic challenges. Whatever you need to talk about, we’re here to listen.
We offer scheduled and on-demand medical visits. Visits last between 5-15 minutes. Within our medical services, our licensed providers can treat more than 120+ common issues including:
- Allergies
- Back pain
- Cough
- Eye irritation
- Fever
- Muscle ache
- Painful urination
- Sinus pain
- Skin conditions
- Sore throat
- Upper respiratory infections
- Vomiting/diarrhea
Scheduled Counseling services are appointments with counselors who are licensed in the state in which you are located. When scheduling, you can select the day and time that fits best with your schedule, along with the provider of your choice. Visits are approximately 50 minutes. Common reasons for a visit include: anxiety, depression, substance abuse, abuse/sexual assault/violence, trauma, stress, relationship issues, social services needs, food/body image issues, mood issues, and more.
Health Coaching is a scheduled service that allows you to select a coach of your choice to support you in developing motivation, goals, skills, and strategies to create lasting change for improved health and well-being. Visits last between 25-30 minutes. Common Health Coaching topics include nutrition, exercise, sleep, stress, time management, and more.
Psychiatry visits are available to members who have been referred by a TimelyCare Scheduled Counselor or your school’s health services team. Scheduled Psychiatry visits are with licensed healthcare providers who can diagnose and treat a variety of mental health conditions and prescribe therapeutic prescriptions, but do not prescribe controlled substance medications. Visit length varies depending on the visit type: 10-30 minutes (follow-up), 40-60 minutes (initial evaluation). Common reasons for a visit include: anxiety, depression, substance abuse, paranoia, abuse/sexual assault/violence, trauma, stress, relationship issues, social services needs, food/body image issues, mood issues, and more.
Success Coaching is a personalized and holistic approach to supporting you in achieving your academic, financial wellness, and career readiness goals. It involves one-on-one guidance from a trained success coach, goal setting, and mentorship to help you find the support and resources you need to be successful in school. Visits last between 25-30 minutes.
Accessibility
Yes! Just make sure your accessibility preferences on your device are enabled. When you download the TimelyCare mobile application, those settings will be applied to the app. If you’re using a computer, TimelyCare is also accessible through your browser, supporting screen readers and other assistive technologies.
Yes! We have been audited and approved for WCAG 2.1AA (Web Content Accessibility Guidelines), and follow these guidelines throughout the development and design of our product. Please use the web version of TimelyCare for additional accessibility. Documentation available at https://app.timelycare.com/accessibility/documentation
You can view captions (subtitles) during a video visit or while watching digital self-care videos. To turn captions on or off, click CC.
Yes! When you conduct your visit via a web-based or a video visit within the app, a LanguageLine tool is available to you during each visit. With this tool, you can quickly connect with a trained interpreter, with over 240 languages offered. Please refer to the LanguageLine guide, which is available in both English and Spanish, to learn more about this feature.
Hours and Timing
Depending on the services available to you, typically on-demand services are available within 5-7 minutes and scheduled appointments are available within 1-2 days.
Prescriptions
Depending on the services available to you, TimelyCare Medical and Psychiatry providers are licensed and able to prescribe certain medications as part of your care plan, if medically necessary. TimelyCare Medical and Psychiatry providers can also refill short-term supplies of maintenance medications in the event you need to transition to a new provider or cannot get in touch with your primary care provider due to limited hours or appointments. At TimelyCare, we believe in safe prescribing of medications and the need for a patient to have a relationship with their primary care provider. As such, TimelyCare providers do not supply long-term medications for chronic illness and encourage patients to see their primary care providers at least once a year.
TimelyCare providers do not provide prescriptions for controlled substances such as stimulants (including Ritalin, Adderall, Vyvanse, Concerta), sedatives, or tranquilizers, lifestyle medications (such as weight loss drugs), or other potentially high-risk drugs.
TimelyCare is not an online pharmacy, and we cannot fill prescriptions. If a prescription medication is part of your treatment plan, it will be sent to the pharmacy of your choice. You are responsible for the cost of any prescriptions, over-the-counter treatments, or follow-up visits you may need related to prescriptions. See question below, “Can I get a discount on my prescription?” for more information. TimelyCare counselors and coaches cannot write prescriptions.
If a prescription is clinically appropriate, it will be sent to a local pharmacy of your choice. When you fill out your intake information, you will select a local pharmacy convenient for you – it’s that easy.
If Medical and Psychiatry services are available to you, please verify that the pharmacy you select is within your covered network before completing a visit with a Medical or Psychiatry provider. Prior to your visit, you will be prompted to select or add a pharmacy in case a prescription is needed.
Yes! We offer a FREE prescription discount card to all members. This card is accepted nationwide at more than 65,000 pharmacies. There is no enrollment fee and no limits on usage. On average, you could save 60%, and in some cases, 80% or more!
You can find this card in the TimelyCare app under the Home section, entitled “TimelyCare Discount Prescription Card.”
Antibiotics only fight infections caused by bacteria. Like all drugs, they can be harmful and should only be used when necessary. Taking antibiotics when you have a virus can do more harm than good: you will still feel sick and the antibiotic could give you a skin rash, diarrhea, a yeast infection, or worse.
Antibiotics also give bacteria a chance to become more resistant to them. This can make future infections harder to treat. It means that antibiotics might not work when you really do need them. Because of this, it is important that you only use an antibiotic when it is necessary to treat your illness.
How can you help? When you have a cough, sore throat, or other illness, tell your provider you only want an antibiotic if it is really necessary. If you are not prescribed an antibiotic, ask what you can do to feel better and get relief from your symptoms.
Your health is important to us. We are committed to providing the best possible treatment for your condition. If an antibiotic is not needed, your provider will explain this to you and offer a treatment plan that will help. We are dedicated to prescribing antibiotics only when they are needed.
Cost and Insurance
Our services are typically free for you to use. However, in some cases, your school or organization may charge you a fee for completed or canceled services. There may also be a bill if you exceed specific limits on services set by your school or organization’s agreement with TimelyCare. For more information, see our Terms and Conditions here: https://timelycare.com/terms-conditions/
For informational purposes only, a link to the federal Centers for Medicare and Medicaid Services (CMS) Open Payments web page is provided below. The federal Physician Payments Sunshine Act requires that detailed information about payment and other payments of value worth over ten dollars ($10) from manufacturers of drugs, medical devices, and biologics to physicians and teaching hospitals be made available to the public.
You may search this federal database for payments made to physicians and teaching hospitals by visiting this website: https://openpaymentsdata.cms.gov/
Records, Security, and Technology
If you need to delete your account, please go to our Help Center within your Account Information and submit a support request. We can deactivate your account, but we cannot delete medical records containing your protected health information (PHI) due to legal obligations under HIPAA. Please see our Privacy Policy: https://timelycare.com/privacy-policy/
Yes, we maintain the highest HIPAA and FERPA-compliant standards, including encryption, to keep each visit safe and secure. For more privacy, only take a visit when you’re in a quiet area, away from others.
To the extent possible, TimelyCare visits are confidential. However, please understand that confidentiality rights are not absolute. Any matter that may involve abuse, harm, or violence towards a child, an elder, or any person shall permit the provider to report to proper authorities if they believe the possibility of such an event to happen or may have happened. Please understand that it is the duty of your provider to notify emergency personnel in the event that you or other people’s safety is at risk during your visit.
All the information you provide within the TimelyCare app is encrypted and protected. Our Terms and Conditions give more information on how we protect the personal information provided through our app.
If you are an active TimelyCare member, your visit records will be saved following each visit. To access your records, click on “Messages” to review past visit notes and care plans. You can also download care records directly from within the application.
If you are an inactive TimelyCare member or no longer eligible for TimelyCare services and need to access your visit records, please call 833-4-TIMELY, and our Customer Support would be happy to help coordinate your request.
As outlined in the Terms and Conditions when you register for your account, your records will be shared with licensed medical providers and counselors at your organization. Faculty and staff users are expressly excluded from any record-sharing practices with the college, university, institution of higher learning, educational institution partner, or charitable organization unless explicitly agreed upon by the individual faculty or staff member.
If you would like to share your records with a physician or other healthcare provider outside of TimelyCare, you can print or email your records, or call 833-4-TIMELY to have us send a copy of your records to your provider.
Customer Support
Visit the “Help Center” in the TimelyCare Platform
Phone: 833-484-6359
Need Care?
Download the App or Login Online
Our Commitment to Care for All
At TimelyCare, we are dedicated to supporting the success and well-being of all learning communities. As an extension of campus health and counseling resources, we strive to provide quality, convenient care for everyone. Our team is committed to ensuring easy access to services that respect the unique needs of every individual. Our broad network of providers and coaches represents a wide range of backgrounds, enabling us to connect with the people we serve in meaningful ways. We work with partner schools nationwide to offer effective care tailored to each individual’s circumstances. No matter who you are or where you’re from, TimelyCare is here to help you thrive.
