How We Authenticate Your Identity

Audience: all

Telemedicine allows you to connect with healthcare providers remotely, making access to care easier and more convenient. To protect your privacy and ensure safe care, healthcare providers must verify your identity before your telemedicine visit. This process helps confirm that you are who you say you are, protecting your personal health information and preventing fraud. Common methods include using secure passwords, multi-factor authentication like codes sent to your phone, and verifying personal details. Understanding how your identity is authenticated can help you prepare for your tele-visit and feel confident that your information is safe. This guide explains the typical steps involved, what to expect, and how telemedicine providers protect your privacy during identity verification.

Red flags — go in person / ER

• You receive unexpected requests for personal information or passwords outside the official telemedicine platform — do not share and contact your provider immediately.
• You notice unfamiliar activity on your telemedicine account or receive alerts about failed login attempts — change your passwords and inform your provider.
• You are unable to verify your identity despite multiple attempts and cannot access your telemedicine visit — contact your healthcare provider promptly to avoid delays in care.

What telemedicine can do

• Identity verification using passwords, security questions, and multi-factor authentication.
• Providing guidance on privacy and security best practices for telemedicine users.
• Assisting with technical issues related to account access and identity confirmation.

What telemedicine cannot do

• Diagnosing or treating medical conditions.
• Handling identity theft or fraud investigations beyond initial reporting.
• Providing in-person identity verification or physical document inspection beyond video verification.

Why Identity Authentication Matters in Telemedicine

Authenticating your identity is a key step in telemedicine. It ensures that your healthcare provider is speaking with the right person and protects your personal health information from unauthorized access. Without proper verification, there is a risk of privacy breaches and medical errors. Identity authentication also helps prevent fraud and misuse of telemedicine services.

Common Methods of Identity Verification

Healthcare providers often use several methods to verify your identity, including:

How to Prepare for Identity Verification

To make your telemedicine visit smooth and secure, prepare by:

Protecting Your Privacy During Telemedicine

Telemedicine providers use secure technology to protect your information. This includes encrypted connections, secure servers, and strict privacy policies. Always use trusted telemedicine platforms and avoid sharing your login details. If you suspect unauthorized access, contact your provider immediately.

What to Do If You Experience Problems

If you have trouble with identity verification, such as not receiving a code or being unable to log in, contact your healthcare provider's support team for assistance. Do not share sensitive information over unsecured channels. If you believe your identity has been compromised, report it promptly to protect your health information.

How to prepare for your tele-visit

• Create and remember a strong, unique password for your telemedicine account.
• Ensure your phone number and email address are current and accessible.
• Have a government-issued photo ID available if requested.
• Use a private and secure internet connection for your tele-visit.
• Be prepared to receive and enter verification codes promptly during login.

After your tele-visit

• Log out of the telemedicine platform after your visit to protect your account.
• Monitor your account for any unusual activity or unauthorized access.
• Update your password regularly and avoid sharing login details.
• Contact your healthcare provider if you notice any suspicious activity or have concerns about your account security.
• Keep records of your telemedicine visits and any communications for your reference.

FAQs

Why do telemedicine providers need to verify my identity?

Verifying your identity helps ensure that your personal health information is kept private and that your healthcare provider is speaking with the correct person. This protects you from fraud and helps provide safe, accurate care.

What methods are used to confirm my identity during a telemedicine visit?

Common methods include using a secure username and password, multi-factor authentication like receiving a code via text or email, answering personal security questions, and sometimes showing a photo ID or verifying your face on video.

What should I do if I don’t receive a verification code?

If you don’t receive a verification code, check that your phone or email is working properly and that you have good signal or internet access. If the problem continues, contact your telemedicine provider’s support team for help.

Is my personal information safe during telemedicine identity verification?

Yes, reputable telemedicine providers use secure, encrypted technology to protect your information during identity verification and throughout your visit. Always use trusted platforms and avoid sharing your login details with others.

Can I refuse to verify my identity?

Refusing to verify your identity may prevent you from accessing telemedicine services, as providers need to confirm who you are to protect your privacy and provide appropriate care.

Sources

1. Telehealth: What You Need To Know — MedlinePlus | U.S. National Library of Medicine / National Institutes of Health.
2. Protecting Your Privacy in Telehealth — Centers for Disease Control and Prevention (CDC).
3. Patient Privacy and Confidentiality in Telemedicine — Mayo Clinic.
4. Security and Privacy in Telehealth — Agency for Healthcare Research & Quality (AHRQ).

This telemedicine guidance is for educational purposes only and is not a substitute for in-person medical care or professional advice. Always consult your healthcare provider for personal medical concerns or emergencies.