Virtual Visit Instructions & Troubleshooting

 

Marque Virtual Visits are a way to get medical care with a video call. You can start one from the comfort of your home – or whenever you happen to be – on a mobile device, tablet or computer. These video visits, which are powered by Zoom, are private and secure.

Before your visit, you will want to get your mobile device, tablet or computer set up with the technology you will need to see and hear the provider you’ll see. When it is time for your Marque Video Visit, the provider will evaluate your symptoms and tell you what to do next, so you can get back to being you.

Step 1: Download and test the Zoom desktop app

For those who have never downloaded the Zoom desktop app:

1. Go to https://zoom.us/test.
2. Click Join on the Join Meeting Test page.
3. If the Zoom desktop app doesn’t automatically install, click download & run Zoom in the pop-up window. Follow the prompts to complete installation.

For additional help, watch our videos:

How to install the Zoom app on your Mac
How to install the Zoom app on your PC

See Zoom’s site for more information on testing your audio and video.

Step 2: Look for an Email from a Marque Team Member to Begin Visit

The email with the Zoom meeting link should come right before your visit with a Marque provider.

1. Click the link that we sent you
2. The link should automatically open Zoom app. Follow the prompts to open Zoom and wait for the provider to appear.
3. Once you are done with the meeting with the provider, select Leave Meeting.

Note: Please disable pop-up blockers to ensure your video visit runs smoothly.

Select your browser to get help on how to do this:

Chrome
Firefox
Internet Explorer
IE Edge
Safari

 

Contact us

If you experience any issues with Zoom during your video visit, the Zoom help center is a good place to start with troubleshooting your issue. Here are some resources for commonly asked questions:

1. My provider can’t see me, but I can see them.
2. My provider can’t hear me, but I can hear them.

If you need help, contact our support team at 949-617-3995 or shoot us a text at 949-390-5202.

In order to meet with a Marque provider via video from your mobile device, you’ll need the Zoom Cloud Meetings app.

Step 1: Get the Zoom mobile app

Download the Zoom Cloud Meetings app (available on Android and iOS), which will enable you to connect to a provider via video.
Test your camera and microphone: https://zoom.us/test.

For additional help, watch our videos:

How to install the Zoom app on your iOS device
How to install the Zoom app on your Android device

See Zoom’s site for more information on testing your audio and video.

Step 2: Begin Your Visit

The link with the Zoom meeting link should be texted to you right before your visit with a Marque provider.

When it is time for your visit, click the link we texted you. This will open the Zoom app. Follow the prompts to open Zoom and sign into your video visit. Wait for the provider to appear and then participate in your visit.

Once you are done meeting with the provider, select Leave Meeting.

Note: Please disable pop-up blockers to ensure your video visit runs smoothly

Contact Us

If you experience any issues with Zoom during your video visit, the Zoom help center is a good place to start with troubleshooting your issue. Here are some resources for commonly asked questions:

1. My provider can’t see me, but I can see them.
2. My provider can’t hear me, but I can hear them.

If you need help, contact our support team at 949-617-3995 or shoot us a text at 949-390-5202.