About Us

Frequently Asked Questions

General Questions

Why would I want to come to the Living Well Health Center?

Convenient, on campus care that allows you to:

 

  • Establish care with a Primary Care provider.
  • Address acute symptoms or immediate health concerns.
  • Receive regular, preventive check ups to proactively address health maintenance.
  • Refill your prescriptions with the onsite Walgreens pharmacy.
  • Proactively monitor any chronic health concerns (e.g. High blood pressure, diabetes, asthma).
  • Consult with a nurse for our nurse-led programs (Travel consults, allergy maintenance, and more to come).
  • Access Physical Medicine (Chiropractic Care, Physical Therapy, Medical Massage, and Acupuncture) in the same place as your Primary Care Provider. 
  • Meet with an Ergonomic specialist.
  • Discuss mental health concerns with onsite Psychiatry and Counselors.
  • Meet with Wellness Coaches to discuss topics such as: stress management, physical activity, cultivating resilience, and professional development. 
  • Collaborate with our dietitians to create a lifestyle plan to meet your health goals.

How do I make an appointment?

Living Well Health Center is comprised of vendors who provide the best care in the industry, right on campus. While most appointments can be booked via the Crossover Patient Portal, there are some services that require a different means of scheduling. The below list will provide the corresponding services with the appropriate scheduling link:

 

OR 

call us at (425) 216-0550 and one of our Hosts will help schedule your appointment or help direct you to the appropriate vendor.

This is my first time trying to schedule an appointment at the Living Well Health Center. How do I get on the portal?

Please call (425) 216-0550 to speak with our team and activate your account. Review your eligibility here.

What is the mask policy at Living Well Health Center?

Masking for patients and staff in all areas of the clinic is optional and no longer mandatory, unless they:

  • Have signs/symptoms of acute respiratory illness such as fever, cough, nasal congestion, runny nose
  • Have been diagnosed with, or likely have, a respiratory illness (COVID-19, flu, cold, etc.)
  • Had a known exposure to COVID-19 (within 10 days)

How do I make an appointment for my child?

Please reference the eligibility page for age restrictions as they vary by service.

To schedule an appointment for a child 13-17 years old, you will need to call the LWHC at 425.216.0550.

Due to Washington state privacy regulations, appointments for minors can not be made via the patient Portal.

Before our providers are able to see a patient 13-17 years old, the legal guardian will have to come into the clinic to fill out a minor consent form.

How soon should I check in before my appointment?

You are able to check-in online 24 hours prior to your appointment via your patient Portal. To check-in via your portal;  

1) Login to your Crossover Portal account 

2) Click on the appointments tab on the left hand side 

3) Click the "check-in" button and fill out the questionnaires. 

OR 

Arrive to your appointment 10-15 minutes early and you can fill out the questionnaires at the clinic. 

What are these questionnaires used for?

These questions help us to assess the factors that affect individuals and their healthcare outside of their medical provider’s offices. The information is used to evaluate and assess progress towards better health care delivery, and to raise everyones health to a new standard.

Note: Your protected health information (PHI) will not be shared with Microsoft.

How far in advance do I need to make an appointment?

Depending on what service you are looking for, we recommend planning ahead up to 3 months in advance. 

Preventative check ups typically schedule out months in advance. 

For acute symptoms or immediate health concerns we have limited same day appointments available. For questions about availability, please call the Living Well Health Center at (425) 216-0550. 

What kind of appointment do I need if I am sick?

If you have acute symptoms or immediate health concerns, you should schedule an office visit or a virtual office visit. 

You will discuss your health concern with one of our Primary Care Providers. You and your provider will discuss the appropriate care plan for your needs. 

Common reasons for medical office visits include: 

 

allergies 

cystitis & urinary tract infections 

insect bites 

asthma 

earaches, sore ears or ear infections 

minor animal bites 

backache 

flu symptoms 

minor medication reactions 

bladder infections 

headaches 

minor rashes not associated w/ high fever or other symptoms 

bronchitis 

minor burns (including sunburn) 

routine immunizations (such as flu shots or tetanus shots) 

chest congestion 

minor temperature elevations 

sore throats 

conjunctivitis or “pinkeye” 

nasal congestion 

sprains and strains 

coughs, colds 

neck strain 

vomiting or diarrhea 

cuts or wounds that do not require stitches 

sinus infections 

  

What about follow-up visits for my chronic condition, or an acute problem that my provider has asked me to return for follow-up? 

To ensure continuity and familiarity with your circumstance, you should schedule an office visit or a virtual office visit with the same provider. 

I do not have any symptoms, I just want to stay healthy, and get a “checkup/yearly exam/routine physical/annual with screening blood work”. What type of appointment do I need? What do I need to ask for?

You should schedule a preventative health exam. When scheduling your appointment, select “Annual Well Exam”.

You receive one preventative health exam a year covered by your insurance under your preventative health benefits.

Your preventative health exam includes routine measurements (height, weight, blood pressure, and body mass index (BMI), review of medical and family history, review of medications, supplements, and personalized lab screenings.

This may also include referrals to other onsite care (Wellness coaching, Dietitian, Physical Medicine, etc).

Please remember, preventive care services are intended to prevent or detect problems before you notice symptoms or have a diagnosis. If you need testing or referrals to diagnose or treat an illness, injury, or disease, whether pre-existing or not, you will incur fees in the form of coinsurance or deductible charges.

I do not have any symptoms; I am traveling out of Country. How long before I travel do I need to be seen? How do I arrange for a Travel Visit? What do I need to ask for?

You should schedule an RN Travel Consult through our nurse-led program. In the appointment you will discuss vaccinations, prescriptions and advice personalized to your travel destination.

To cover all eventualities for immunizations and vaccinations, you should ideally make your appointment at least six to eight weeks prior to your trip. Advance planning is critical as some vaccines can take up to a month to become fully effective, and others may require a series of injections. 

Travel visits are for preventative care, and not for the diagnosis or treatment of medical conditions or illnesses.

What is the difference between a screening test and a diagnostic test?

A screening test is defined as a test which is performed on patients who do not have signs or symptoms of disease. 

 

  • For example, in a patient who has no signs or symptoms of cardiovascular disease, testing cholesterol is a screening test; the same test on a patient who has a diagnosis of hyperlipidemia or heart disease is a diagnostic test.
  • In a patient who has no signs or symptoms of diabetes, a fasting blood sugar is a screening test; in a patient who is diabetic, or who has impaired glucose tolerance, the same test is a diagnostic test. 
  • In a woman who does not have breast lumps or any findings on a physical examination, a mammogram is a screening test. In a woman who has a breast lump or a diagnosis of fibrocystic breast disease, a mammogram is a diagnostic test.
  • A diagnostic test is defined as a test which is performed in order to rule out or to confirm a suspected condition, in patients with findings, signs or symptoms of disease, in order to monitor a known diagnosis, or to evaluate a patient who has been exposed to a specific disease. Diagnostic testing for certain conditions, illnesses or diseases may also require referral(s) to an outside provider.

 

CERTAIN MEDICATION(S), TREATMENT(S), TEST(S), IMAGING STUDIES AND/OR REFERRAL(S), WHETHER SCREENING OR DIAGNOSTIC, MAY NOT BE COVERED BY INSURANCE AND THUS ANY ASSOCIATED FEE(S), CHARGE(S) AND/OR CO-PAY(S) ARE THEN THE SOLE REPONSIBILITY OF THE PATIENT. CHECK WITH YOUR INSURANCE COMPANY BEFOREHAND IF YOU ARE NOT CERTAIN ABOUT YOUR COVERAGE. 

What if I am acutely sick or injured? What if I have an urgent need to be seen? Can I just walk-in any time?

You can schedule and Office Visits at the Living Well Health Center when convenient for you. However, we do have a limited number of same day appointments available. 

To check appointment availability, you can check via your patient Portal  or call (425) 216-0550 and a Host will help you schedule in the next available appointment time. 

See “How do I know if I need to schedule an Office Visit or go to Urgent Care/ Emergency Room?” for common reasons to go to the emergency room.

What if I am very sick, cannot stop throwing up, am in serious pain, cannot breathe, or if I am bleeding, etc?

If you have a serious or life-threatening injury or illness which endangers your life or can permanently impair you, you should be taken directly to the emergency room or call 911. You do not need to call our office first. 

If you need care for an acute health problem right away, for example with trouble breathing, acute chest pain or serious injuries which cannot be treated within an office setting and necessitate more extensive facilities, we recommend calling 911 for immediate assessment in the Emergency Department. 

See “How do I know if I need to schedule an Office Visit or go to Urgent Care/ Emergency Room?” for common reasons to go to the emergency room.

How do I know if I need to schedule an Office Visit or go to Urgent Care/ Emergency Room?

Common reasons to go to the emergency room include:

 

badly broken bones

major trauma

severe shortness of breath

compound fractures

poisoning

suspected heart attack

bleeding that will not stop

seizures or convulsions

suspected stroke or paralysis— suddenly not being able to see, speak, or move

coughing up blood

severe abdominal pain

vaginal bleeding with pregnancy

deep wounds

severe allergic reactions

vomiting or diarrhea that is intractable

head trauma

severe burns

 

high fevers, especially with rashes or stiff neck

severe chest pain

 

intestinal bleeding or vomiting of blood

severe eye injuries

 

 

loss of consciousness

severe head injuries

 

What if I need to talk to someone or be seen after hours? How do I get care after hours?

On the back of your insurance care there is a number to reach the Microsoft 24 hour Health Line, a confidential health-care information for you and your family. The Health Line is staffed by registered nurses, and available 24 hours a day, seven days a week, every day of the year, including weekends and holidays. 

What do I do if I need a referral? What is a referral, anyway?

A referral is a formal request from your provider requesting services from a specialist. Referrals may be made to other services we provide here at the LWHC. If the LWHC does not offer the service you need to address your health concern, you will be referred somewhere in the community. You may be referred to a specialized clinician or facility. If we send a “formal referral request” to the specialist – it will be accompanied with documentation on your health history at the LWHC.

After your visit with the specialist we will receive the referral visit documentation for you Provider to look over. If you think you may need a referral for non-primary care services– please schedule an office visit.

Is my data secure? Do you share health information with Microsoft?

Yes, your personal medical health information is stored on a secure confidential platform.  

No, your personal medical information is not shared with Microsoft. 

Can I keep seeing my other doctor(s) outside of the LWHC?

Absolutely; but if you are also seeing a primary care provider outside the LWHC – it is important to coordinate your care, to ensure appropriate monitoring of your health. If you choose, however, we can provide all the primary care services which you may need at Living Well Health Center.

What if I need to get an MRI/CT/Ultrasound or see a specialist?

You will schedule an office visit or a virtual office visit and discuss with your provider what the appropriate care plan is for you. 

Can my spouse/partner/kids/comfort animal come with me to my appointment?

We will try our best to accommodate your request. 

Note: We reserve the right to ask any accompanying guest to leave the exam room at the provider's discretion. 

According to the Americans With Disabilities Act, “Service animals are defined as dogs that are individually trained to do work or perform tasks for people with disabilities. Examples of such work or tasks include guiding people who are blind, alerting people who are deaf, pulling a wheelchair, alerting and protecting a person who is having a seizure, reminding a person with mental illness to take prescribed medications, calming a person with Post Traumatic Stress Disorder (PTSD) during an anxiety attack, or performing other duties. Service animals are working animals, not pets. The work or task a dog has been trained to provide must be directly related to the person’s disability. Dogs whose sole function is to provide comfort or emotional support do not qualify as service animals under the ADA.” 

Therefore, unless the patient has been diagnosed with a specific disability and the dog referenced has been individually trained to work or perform tasks specifically for that disability, we regret that we cannot accommodate or authorize other animals. 

Can I record my visit?

To be compliant with HIPAA laws, we do not allow recording to ensure every patient's privacy. 

How can I/Who can I provide feedback to?

You will also receive a survey via email after your visit and can provide anonymous feedback regarding your visit. If you would like to speak with management regarding a concern, please email LWHC@crossoverhealth.com. 

In-House Lab

Can I schedule a lab visit without seeing a provider?

In most cases, lab work does require orders from a provider. If you have existing lab orders from a Living Well Health Center provider OR provider within the community, you may schedule a lab visit here or by calling (425) 216 0550.

How do I schedule a lab visit?

If you have existing lab orders from a Living Well Health Center provider OR provider within the community, you may schedule a lab visit here or by calling (425) 216-0550.

If you have lab orders from another clinic, please upload them to the "documents" tab on the left hand side of your patient Portal homepage at least 24 hrs prior to your appointment, so that our staff can look them over and prepare for your visit.

What does a lab visit entail?

In some cases, your provider may request lab work for preventative testing, further treatment & diagnosis or ongoing issues/concerns. This may include blood work, urine collection and/or other specimens.

Do I have to fast prior to my lab visit?

This is determined by your provider based on the orders requested. If you are required to fast, it is still encouraged to drink water prior to your visit.

If you have any questions regarding whether your lab orders require fasting, please message your provider via the Portal or by calling (425) 216-0550.

How long do I need to fast?

If your nurse or provider has confirmed that you should fast before your lab visit, please follow the guidelines below.

  • Do not eat anything 8-12 hours before your appointment. However, avoid fasting beyond 14 hours as it may have a negative effect on your lab results.
  • Do not drink anything other than water or a small amount of coffee/tea (without sweeteners or cream) 8-12 hours before your appointment.

How much does a lab visit cost?

Living Well Health Center does not charge for the lab visit. Labcorp manages the billing for all lab orders/tests. The cost will vary depending on the tests performed. If you have questions about what tests may be covered by insurance, please contact your insurance provider for more information.

To find corresponding CPT code with test number, you can search via the Lapcorp test menu.

How do I prepare for my lab visit?

It is best to hydrate with water before your appointment. Unless you are specifically told not to have anything by mouth before your test. Drinking water will help in obtaining blood and urine samples.

Can I still take my medications?

Yes. You should still take all of your regular prescription medications unless your provider advises against it. You may take your medications with food, unless you were given specific instructions to fast for the blood draw.

How long is a lab visit?

Lab visits are generally 10-15 mins in length.

Preventative Screenings

What is breast cancer?

Breast cancer is the second most common cancer among women, after skin cancer. It is a disease in which cells in the breast grow out of control.

How can I prevent breast cancer?

Mammogram

A mammogram involves an x-ray picture of the breast to screen for early signs of breast cancer. The United States Preventative Services Task Force (USPSTF) recommends that most women who are at average risk and are 50 to 74 years old have a mammogram every 2 years. The recommendations state that women with a parent, sibling, or child with breast cancer are at a higher risk for breast cancer and should have a conversation with their provider about the risks and benefits of beginning breast cancer screening in their 40s.

I’d like to learn more about having this screening test done. What can I do?

For established LWHC patients who have seen one of our primary care providers, please send a message through the portal or call (425) 216-0550 to leave a message for your care team if you are interested in completing your breast cancer screening. Your care team will then coordinate having this test done.

For those who have yet to see a provider from our primary care team, please schedule an appointment through the portal or by calling our office. Consider scheduling an Annual Exam as this visit will help keep you up to date with your healthcare needs, including a review of necessary preventative screenings, active concerns, and change in personal or family history.

What is cervical cancer?

This type of cancer starts in the cervix, the lower part of the uterus that connects to the vagina. Each year, approximately 12,000 women in the United States get cervical cancer (CDC, 2019).

How can I prevent cervical cancer?

All women ages 21 and older should have a cervical cancer screening done. Depending on your age, your doctor may recommend that you have a Pap test, an HPV test, or both tests together.

Pap Smear Test

A small sample of cervical cells is sent to the lab to look for precancers that can be treated to prevent cervical cancer. This test can find cervical cancer early, when treatment is most effective.

HPV Test

Some cells collected during the Pap test are examined for human papillomavirus (HPV), the virus that causes cellular changes to the cervix and may lead to cancer.

A pap smear and HPV test can be done simultaneously at a Well-Woman Exam or at your Annual Exam by any of our providers.

I’d like to learn more about having a screening test done. What can I do?

For those who are interested in completing your cervical cancer screening, please call (425) 216-0550 to speak with a host team member who can schedule a Well-Woman Exam, or consider scheduling an Annual Exam, which can be done through the portal or by calling the clinic. An Annual Exam visit will help keep you up to date with your healthcare needs including a review of any active concerns, preventative screenings, and change in personal or family history.

(CDC, 2019

What is colorectal cancer?

Colorectal cancer is the second leading cancer killer in the U.S. among cancers that affect both men and women. Colorectal cancer is cancer that occurs in the colon or rectum. The colon is the large intestine or large bowel. The rectum is the passageway that connects the colon to the anus. (CDC, 2023)

How can I prevent colorectal cancer?

The U.S. Preventive Services Task Force, a group of medical experts, recommends that adults who are 45 to 75 years old be screened for colorectal cancer.

Several different screening tests can be used to find polyps or colorectal cancer. They include:

I’d like to learn more about having this screening test done. What can I do?

For established LWHC patients who have seen one of our primary care providers, please send a message through the portal or call (425) 216-0550 to leave a message for your care team if you are interested in completing your colorectal cancer screening. Your care team will coordinate having this test done.

For those who have yet to see a provider from our primary care team, please schedule an appointment through the portal or by calling our office. Consider scheduling an Annual Exam as this visit will help keep you up to date with your healthcare needs including a review of necessary preventative screenings, active concerns, and change in personal or family history.

Medical Records Request

Can you transfer my medical records to a different location?

Yes, we can. We will need you to fill out Crossover’s Release of Information form (ROI form).

How long does it take to receive/send my records?

Depending on the volume of Medical records request and how quickly we can obtain a completed Crossover Release of information form (ROI form), it may require from 3 days - 2 weeks to get sent out.

What is the process to request my records?

1) We will need to receive a completed Crossover Release of Information form (ROI form)

2) Submit the ROI via:

      a) Upload to your patient Portal

      b) Fax the completed form to (425) 216-0551

      c) Fill out an ROI in person at LWHC building 21 of the Microsoft campus

 

*Please note we are unable to send records via email, due to security concerns

Where can I get my records?

You can pick up your records in person at building 21 on the Microsoft campus.

OR

We can fax them directly to another office. We will need to know the name of the clinic you would like your records sent to and the fax number to send the records to.

Who can access my medical records?

Your personal records can be accessed by you,

OR

By a designated individual with your permission. We will need you to fill out a Crossover Release of Information Form (ROI form) stating who is allowed to access your records.

OR

If you are the legal guardian of a patient under the age of 18 or you hold Durable Power of Attorney over the patient. Note: Proof of legal guardianship/Proof of Power of Attorney must be provided at the time of request.

What can I request my medical records for?

Some common reasons people request their medical records are for:

 

  • Personal use
  • For continuity of care at other clinics
  • Legal requests
  • Establishing care at another clinic

Can I request records for another family member through my Crossover Portal account?

No, your Portal account pertains only to your personal medical records.

If family members need to request your records, you will need to fill out a Crossover Release of Information form (ROI form) stating that said person is allowed to access your personal medical records.

I am a former Microsoft employee, how do I get my records?

1) Email LWHChost@crossoverhealth.com requesting your records. With the following information

            Full Name:

            Date of Birth:

2) Fax the completed Crossover ROI form to (425)216-0551

OR

Fill out a Crossover ROI in person at LWHC building 21 of the Microsoft campus and pick them up in person

How much does it cost to request my records?

The Living Well Health Center does not charge for requests of medical records.

Billing

What is a deductible?

The amount you pay for covered health care services in a plan year before your health plan starts to contribute to your cost of care. With a $2,000 deductible, for example, you pay the first $2,000 of covered services.

What is the difference between co-insurance and a copay?

A co-insurance is the percentage of healthcare costs you’re responsible for. After you meet the deductible, you and your Microsoft Health Plan will share the cost of care until you’ve reached the out-of-pocket maximum. For example, if you have 20 percent coinsurance, your health plan would pay 80 percent of the bill and you would be responsible for the remaining 20 percent until your out-of-pocket maximum is reached.

A copay is similar to coinsurance, but it’s a fixed amount paid at the time of service rather than a percentage of the cost. If you have a $50 copay, you’d pay $50 at your visit.

How much does it cost to be seen at the Living Well Health Center?

Please reference the simplified Pricing guide here.

If you still have questions regarding cost of a service, please call (425) 216-0550 to speak with one of our Hosts.

How do I pay my bill?

If you have received a statement from Crossover, you can pay with Credit, Debit or HSA card over the phone, in-person or online

I have questions regarding my statement, who can I speak to?

If you have questions regarding your Crossover billing statement, please contact claims@crossoverhealth.com

Note: For questions regarding lab billing, please contact LapCorp at (206) 861-7200