What it means
In short: What it means: Your health does not wait for office hours or travel plans.
Your health does not wait for office hours or travel plans. With Understood Care, your advocate meets you where you are by secure phone or video. Whether you are at home, at a clinic, or heading into a specialist visit, your advocate can join, take notes, ask clarifying questions you approve, and make sure your concerns are heard. If you prefer messaging or email between visits, we use HIPAA-compliant platforms so your information stays protected.
What you can expect from a virtual advocate
In short: What you can expect from a virtual advocate — overview for readers of Your Advocate. Anywhere. Anytime..
Once you are matched with an advocate, that person stays with you as long as you are with Understood Care. You do not need to start over with every new issue. If you have a cell phone or tablet, your advocate can be “in the room” with you through a call or video from anywhere in the United States.
Your advocate helps you prepare for visits, organizes your questions, and shares updates with your clinicians after appointments when you ask us to. If you need help booking, rescheduling, or gathering records, we handle logistics so you can focus on your health.
From our video, in their own words:
We are a virtual practice only. All advocates work with you by phone or video based on your preference. Our platforms are HIPAA compliant, so your messages, emails, faxes, and calls are protected. Because we are virtual, we can help people all over the country. Once you are assigned an advocate, they remain your advocate. If you are at therapy or a doctor’s office and want us there, we can join by phone or video, listen with you, make sure your voice is heard, and help get your questions answered. Our nurses and CMAs can also step in to ask “what about A, B, or C?” so your health remains the priority. That is the Understood Care difference.
This kind of virtual coordination is possible because healthcare technology has advanced rapidly. AI in healthcare is making it easier for providers, advocates, and care teams to securely connect different systems — from electronic health records and scheduling tools to messaging platforms and billing — so that your information flows safely between everyone involved in your care without you having to repeat yourself at every appointment.
Many people find it hard to remember everything said in a short appointment. Your advocate serves as a second set of ears, summarizes the plan in plain language, and confirms follow-ups and referrals before you leave or disconnect. With your permission, a family member or caregiver can join your virtual visit as well.
Privacy you can count on
We use secure, non-public-facing tools that support HIPAA compliance. You control what we share and with whom. Before we contact a clinician, pharmacy, insurer, or community resource, we review consent and only send the minimum information needed to help with your request.
How a virtual advocate helps in real moments
In short: How a virtual advocate helps in real moments — overview for readers of Your Advocate. Anywhere. Anytime..
- Gather your top 3 goals and symptoms in your words
- List current medicines, allergies, and supplements
- Draft questions to ask your clinician, including benefits, risks, alternatives, and what to do next
If you want a hand getting on the schedule or coordinating referrals, see Appointments.
- Join by phone or video if you want support
- Track instructions, dosages, and red flags to watch for
- Ask clarifying questions you approve so nothing important gets missed
If you would like continuity across multiple clinicians, explore Care Coordination.
- Summarize the plan in everyday language
- Confirm referrals, authorizations, and delivery of equipment or supplies
- Help with cost questions, coverage issues, or finding a second opinion if needed
Who benefits from “anywhere, anytime” advocacy
In short: Who benefits from “anywhere, anytime” advocacy: Older adults and caregivers managing several conditions or medicinesPeople with mobility, transportation, or energy limits who prefer virtual careRural residents.
- Older adults and caregivers managing several conditions or medicines
- People with mobility, transportation, or energy limits who prefer virtual care
- Rural residents and those living far from specialists
- Anyone who wants a companion in the visit to take notes and ensure their concerns are heard
- People juggling work or caregiving who need clear next steps without extra travel
Why this model works, in plain language
In short: Evidence supports telehealth for maintaining care and helping people with chronic conditions when used thoughtfully as part of a care plan.
- Evidence supports telehealth for maintaining care and helping people with chronic conditions when used thoughtfully as part of a care plan.
- Family and caregiver involvement can improve understanding, safety, and follow-through after a visit.
- Preparation and good questions help you get more from limited appointment time.
- Privacy and security are essential. Your health information should be protected in transit and at rest.
In short: How we protect your information: We use secure platforms configured to support HIPAA compliance.
- We use secure platforms configured to support HIPAA compliance.
- We limit who can access your data within Understood Care to only those who need it to help you.
- We share information externally only with your consent or as required by law.
- We monitor for issues and update safeguards as regulations evolve.
If you have questions about privacy or want to set sharing preferences, your advocate will review options with you in clear terms.
Getting started
In short: Getting started: Tell us your goals. What would you like help with first.Choose how you want to connect. Phone or video, and whether you want your.
- Tell us your goals. What would you like help with first.
- Choose how you want to connect. Phone or video, and whether you want your advocate to join future appointments.
- Share your history and priorities. We can help collect records if needed.
- Make a plan. We will outline next steps, timelines, and who is doing what.
- Stay in touch. Message, call, or schedule check-ins. Your advocate remains your point of contact.
FAQs
In short: FAQs — overview for readers of Your Advocate. Anywhere. Anytime..
What does “anywhere, anytime” really mean?
You can connect with your advocate by phone or video from almost any location in the United States. If you are at a clinic, hospital, or therapy session and want your advocate present, we can join by phone or video with your clinician’s permission.
Is this the same as replacing my doctor?
No. Your clinicians diagnose and treat. We help you prepare, participate, and follow through. We can also help you find or schedule with clinicians and organize updates between your care team.
Can a family member or caregiver join my virtual visit?
Yes. With your permission, we can invite a caregiver to join. Many people benefit from a trusted person being present to help listen and take notes.
We use secure, HIPAA-compliant tools and follow privacy best practices. You control what we share and with whom. Ask your advocate to review consent options at any time.
Will my insurance cover virtual visits with my clinicians?
Coverage varies by plan and state. We can help you check benefits, confirm telehealth eligibility, and identify lower-cost options when available.
Can you help if I need a second opinion or a specialist?
Absolutely. We can help identify appropriate specialists, arrange records, and prepare your questions. See Second Opinions.
What if I do not like video?
Phone is fine. We will work in the way that feels most comfortable and practical for you.
How do I get the most from each appointment?
Arrive with 2 to 3 goals, a current medication list, and your top questions. Ask about benefits, risks, alternatives, and what to do if symptoms change. Your advocate can prepare this with you and join the visit if you want.
References
In short: References: U.S. Department of Health and Human Services. HIPAA rules for telehealth technology. https://telehealth.hhs.gov/providers/telehealth-policy/hipaa-for-telehealth-technologyU.S. Department of Health and Human Services. HIPAA privacy guidance materials. https://www.hhs.gov/hipaa/for-professionals/privacy/guidance/index.htmlCleveland Clinic..
This content is educational and is not a substitute for medical advice. Always consult your healthcare provider for personalized care.
