AILA HEALTH
FAQ & Help Center
SERVICES
What types of service packages does Aila Health offer?
We believe that patients achieve their best outcomes when they have access to a full range of clinical services, support tools and resources on how best to use them.
The symptom-tracking features of the Aila app will always be free with a basic plan, but if you are really looking to take your health to the next level, you can subscribe of on of our membership plans.
Our paid membership package includes an initial evaluation and ongoing appointments with a care team comprised of board certified specialists, nutritionists, mental health providers and physical therapists. You will also be paired with an integrative wellness coach who will guide you through your health journey and ensure that your experience with Aila Health care team members is seamless. Furthermore, you’ll also have access to the Aila Health platform, which houses our robust library of educational articles and videos, peer support groups, and live classes.
What states do you provide medical services in?
We offer health coaching and group nutrition coaching in all 50 states. We are currently accepting patients for medical visits in Texas, California, Florida, and Colorado. You can download the app to track and manage your health no matter where you are located and we will notify you when we are available in your state.
Can I still see my regular doctor?
Yes, we can work with your existing doctors. Our specialty care team can complement your primary care provider if you are looking for a referral or our health coaches work alongside your entire care team to help you get what you need to meet your health goals.
We are able to securely share information about your health with your other care providers so everyone is in the loop and you are able to get your condition under control. Our care coordinators are available to you on-demand for any questions about Aila Health or getting you access to in-person care.
What is included in my membership?
Your membership includes health coaching, access to Aila's multi-specialty care team, disease education library, tailored meal plans, exercises, private patient group, symptom tracker, and use of the Aila Health app messaging and appointment booking services. Any additional services that are not within your subscription plan (e.g., additional visits above your monthly limit) will be charged as they are incurred.
What payment methods does Aila Health accept?
Aila Health accepts most major credit and debit cards for payment. You will be on a subscription plan that will charge your authorized payment method on a monthly basis.
Can I use my FSA/HSA?
Your membership is eligible for flexible spending and FSA/HSA accounts. You can pay out of pocket with your FSA / HSA card for your subscription, copay’s, deductibles, and visit cost.
Do you accept insurance?
Yes, we accept insurance for most major commercial health plans, and we are constantly working to expand our in-network insurance partnerships.
Here is a list of insurers we are currently in-network with, by state:
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Anthem: CO
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Friday Health: CO
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Aetna: CA
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Medicare
We are actively working with several other major carriers to come into network and will update this page with that information. Please check back or email team@ailahealth.com to see if we accept your insurance plan.
If you have insurance that is considered out-of-network with Aila Health, we can submit bills on your behalf for services rendered. Our billing team can review your insurance eligibility and share your co-pay responsibility with you prior to your appointment.
Aila Health will provide you with a superbill after every out of network visit so you can submit the claim to your insurance company.
Do you accept Medicare?
We accept Medicare and Medicare Advantage Plans. Many patients with Medicare Advantage or Medicare Supplement plans will pay $0 for our services.
Do you accept Medicaid?
Please note that we don’t currently accept Medicaid plans.
For any questions about billing or insurance, please submit a request in the Aila Health app.
ACCOUNT
How do I create my account?
Creating an account is easy! You can watch this short step-by-step tutorial.
How can I update my profile in the app?
Changes to personal information, including name, contact information, or insurance can be done within the app. Simply open the app, and from the home screen click on the drop-down menu in the upper left hand corner.
How do I cancel my account?
We are so sorry to see you go! Our subscriptions are flexible because we know your circumstances or needs may change. If you are seeking to cancel your subscription, please reach out to your Care Team through the Aila Health app to discuss this request. You can cancel or change your subscription within the Aila Health app by clicking the dropdown menu and selecting 'Subscription'.
ONLINE VISITS
What is an online doctor or wellness coach visit?
An online visit is just like an in-person doctor or wellness coach visit except you can do it through a secure video platform. You will receive a reminder email and a push notification to open a video screen in the Aila app where your doctor or wellness coach will be waiting to meet with you.
How do I schedule an appointment with my care team?
When you schedule an appointment, we will have you complete an intake questionnaire so we can get to know you and your personal background better. We’ll ask you questions about your medical history and health goals. Once you’ve completed your screener you’ll be directed to sign up for your intake visit with one of our clinicians. After your initial visit, you’ll be connected to our care coordinator who will help you manage any follow-up appointments, tests, or in-person care.
You can schedule an appointment by clicking on the calendar or Book an Appointment on the home page of the Aila Health app. You may also call the clinic at 415-704-9601 if you need help booking an appointment.
Still not sure how to schedule? Check out this short tutorial.
How do I reschedule or cancel my appointment?
If you’re interested in rescheduling your appointment, message your Care Team within the Aila Health app and they will help get you situated.
What is your cancellation policy?
Life is busy and we understand that schedules change. So that we can deliver the highest level of care to all of our patients, if you need to change or cancel an appointment, please do so no later than 48-hours prior to your originally scheduled appointment. Patients who cancel or reschedule within 48-hours of the appointment start time will be charged for the full amount of the visit.
What is your cancellation fee?
For cash pay patients:
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Free cancellation ($0) - 48 or more hours before the appointment start time
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Late cancellation (full visit amount) - Less than 48 hours before the appointment start time
HEALTH & WELLNESS COACHING
What is health coaching?
At the very core, health and wellness coaching is a relationship between you and another person who cares about one thing only: YOU. Coaching is an opportunity to feel heard, believed and empowered.
A health coach helps you uncover what you want, set goals, pursue those goals, and celebrates with you when you make progress. Your goals may be related to your physical, mental, social, financial health or any other “spoons” that are important to you.
When you have a chronic condition, you need knowledge, skills and confidence to be your own best advocate and actively participate in your care. This all takes time, time that your doctor most likely doesn’t have. Your health coach has that time and works side-by-side with you to uncover issues, try new ideas and look at the results.
How can a health coach help you?
All of the top athletes have a coach. They know that to be their best, they need help with honing their skills, optimizing their performance and staying motivated.
Just like an athletic coach helps players improve in their sport, a health coach helps you improve your health and wellness. There is no one size fits all approach, so you’ll work together to understand the root causes of your symptoms and to make changes in areas such as sleep, stress, nutrition, exercise and gut health. Think of your wellness coach as your champion, advocate, educator and accountability partner.
You’ll feel more empowered: As you work with your health coach, you’ll gain confidence through:
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Learning new information
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Adopting healthy behaviors
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Trying new skills
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Solving problems
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Recognizing the emotional impact of chronic illness
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Fully realizing that you CAN take charge of your health
How much time does health and wellness coaching take?
Appointments with your health coach last about 30 minutes. During your first virtual appointment, you’ll spend some time getting to know one another. Your coach will ask about your health and what you’d like to work on. It’s a conversation and you get to decide what’s important to you.
Your coach will reach out between appointments via chat, sometimes just to say hi, sometimes to check in on goals. You can also send chat messages to your coach whenever you have a question, need a listening ear, or want to report on progress.