Virtual Help Desk

 This page is for existing (current) patients and contains answers to the questions we receive most often between appointments. To help us provide the best care possible, please check this page before contacting the clinic. If your question is already answered here, we may not respond individually.
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If you need advice specific to your situation, or if you'd like immediate assistance, you're always welcome to book a phone call with Dr. Volk.

What do you need help with? 

Accessing Patient Portal 

We use the Jane App for sharing documents with patients, including treatment plans. Knowing how to log in to your patient portal is important and will make your time working with me smooth and easy. 

Why do I need to use the Patient Portal? 

I take your privacy seriously.
​Your patient portal is a secure method for sharing sensitive health information and documents.

You need access to your patient portal for all of the following: 
  • Booking, rescheduling, and cancelling appointments
  • Accessing treatment plan documents
  • Accessing lab reports 
  • Accessing receipts and invoices 
  • Completing intake forms and questionnaires 
  • Updating contact information (change of address, etc) 
  • Updating payment information (change credit card, etc) 
  • Sending lab reports 
​

How do I access my patient portal?

1. Click here. (​You may also want to bookmark this page: https://drvolk.janeapp.com/)

2. In the upper right corner, click Sign In or Sign Up
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3. On the next screen, enter your previously-created username, email address, or mobile phone number. If you haven't yet created an account, the system may prompt you to create an account. 

If entering your email address, use the same email address you originally used to book your appointment and create your account.

If you're not sure what email address is on file or what your username might be, you can email us at [email protected], or skip ahead to the forgot password section. 
You'll then be prompted to enter your password: 
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4. Once successfully logged in, you'll arrive in your patient portal landing page, which looks like this: 

​In your portal, you can:
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  • See any upcoming appointments in the middle of the page under Upcoming Appointments (you can edit appointments from here)
 
  • Book an appointment by clicking the top-right or bottom left "Book an Appointment" link 
 
  • Fill out intake forms and questionnaires by clicking the Intake Forms tab on the left. Any pending intake forms will also be listed at the top of this landing page. 
 
  • Access treatment plans, patient handouts, and lab reports in the Documents tab 
 
  • View and edit credit card information by clicking the Credit Cards on File tab 
 
  • Access receipt sand invoices under the Receipts tab 
 
  • Update contact information like address and phone number by clicking the Contact Info tab 
 
  • Pay outstanding invoices by clicking the Pay Balance tab 
 
  • Change how and when you receive appointment reminders by clicking the Notifications & Reminders tab 
 
  • View, edit, or link family members by clicking the Family Members tab 
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What if I don't know my password? 

No problem! It happens. Follow these steps: 

​1. If you know your username but forgot your password, click "Forgot your username or password"
2. Then enter the email address that you originally used to book your appointment. If you don't know what email address you used, email us at [email protected] to request this info. 
3. Once you've entered the correct email address, a password reset email will be sent to your inbox.

In that email, there will be a link you can click and a verification code you can enter so that you can create a new password by simply following the prompts on the screen.

Once you've created your new password, record it somewhere you can easily retrieve it. You will need this password every time you log in. 

How do I create an account? Didn't I already do this? 

"Creating an account" basically just means setting up your login information: username + password unique to your account. ​

Even if you've already had your first appointment and entered in your home address, birth date, etc, you may not have finished creating your account, which means you won't be able to access all the important documents you need. 

Here are the steps for completing the process of creating your account.
​Note: You'll need to know the email address on file. If you don't know it, you can email us at [email protected] to request this. 

1. Click here to access the main scheduling page.

​2. Click the right upper corner → "Sign In or Sign Up" 
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3. Enter the email address you originally used to book your appointment. You should then see a screen like this: 
4. Click "Create Account". If you enter an email address that does not match what we have in your records you'll see a message letting you know that this email address is not on file: 


​Otherwise, if the email address matches what we have in our records, you'll likely see a message that you've been sent a verification code: 
5. Open a different tab in your browser (or use your email app) to access your email inbox to find the verification code. The email might take a minute to come in.
​It should look something like this: 
6. Note the 6 digit verification code listed in the blue box and enter that code in the verification code box (see step 4). 

7. Once the verification code is entered correctly you can create a username and password for your account. 

​For your username, you can simply use the email address that is on file OR if you have multiple family members who are also patients, you may find it helpful to create a username unique to you and then later create separate usernames unique to each family member to make it easier to access each family member's account, especially if the same email address is used in each of the family member's account.
The system will require you to create a secure password. It will rate your password on security. Using a combination of uppercase and lower case letters, numbers, and symbols will give you the most secure password. 
Once you have successfully created your username and password, you can access your patient portal by logging in. Make a note of your username and password so it's easy to log in in the future. 
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How do I create an account for a family member? 

1. Click here to access the main scheduling page.

​2. Click the right upper corner → "Sign In or Sign Up" ​



​A note on creating accounts for family members: 

It is not uncommon for a parent to create accounts for their children and/or spouse, all using the same email address so that all communication goes to the parent. We recommend creating separate usernames for children and spouses to make it easy to access documents specific to each individual. 

Example: [email protected] might use this email address to initially book appointments for her and her 3 children. She can create a username ex. hollyhealthier for herself, and her children could have their own usernames ex. sallyhealthier, johnnyhealthier, mikeyhealthier. It's fine if all usernames have the same password, or you can create separate passwords for each username. You'll need to create an account for each family member. 

If you create a username for yourself and/or family members, write these down so you don't forget them, or you can always email us ([email protected]) and we can send you this information. 

Appointments

Quick links:
How do I book an appointment? 
I need to book a follow-up appointment. How long should I book for? 
I can't make my appointment. What do I do? 
How do I reschedule my appointment? 
How do I cancel my appointment? 
How do I cancel an appointment that starts within 24 hours? 
How do I book an appointment for my family member? 

How do I book an appointment? 

1. Click here or go to https://drvolk.janeapp.com/

2. Click on the appointment category you need. For existing patients, you'll be choosing between: 
  • Follow Up Appointments
  • Prescription Refill 
  • Bioresonance Testing 

3. If choosing Follow-Up Appointment, select the length and type of appointment you wish to book (ex. 45 minute virtual appointment) 

4. Choose your preferred date and time using the online calendar. 

5. If not yet signed in, enter your login information (username and password) to complete the booking. 

6. Check your email to confirm the email was booked. You will receive an email confirmation within a minute or so of booking the appointment. If you do not receive this, the appointment was not booked. 

I need to book a follow-up appointment. How long should I book for? 

Your treatment plan will usually specify which type of follow-up appointment Dr. Volk recommends. You can find it under Documents in your patient portal. You may need to click a couple of times to open up the full document. 

A standard follow-up appointment is 30 minutes. 

When in doubt, book longer than you think you might need. If you need less time, the appointment will be shortened and you will be billed for the shorter time. 

You can book appointments here or type in https://drvolk.janeapp.com/

If you forget your login information, go to the Accessing Patient Portal section. 

I can't make my appointment. What do I do? 

No problem! You can reschedule your appointment or cancel it right in your patient portal if the change is made at least 24 hours before your appointment. 

For last minute changes, please contact the office. Late cancellations are subject to a late cancellation fee. Phone 778-760-3400 or email [email protected]
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How do I reschedule my appointment?

​To reschedule an appointment: 
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1. Log in to your patient portal in the Jane app 
2. Once logged in to your patient portal, you'll see your appointments listed under Upcoming Appointments in the centre of the page. 

​3. Identify the appointment you wish to reschedule and click the down arrow to the right of the appointment. Click Reschedule. 
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4. Choose your new desired appointment date and time from the online calendar. 
5. You'll then see a confirmation on the screen that the appointment has been rescheduled. You'll also receive an email confirming the appointment change. 

How do I cancel my appointment?

1. Start by logging into your patient portal. Go to this page and click the Sign In link at the top right of the page.

2. Once you've logged into your patient portal, you'll see all upcoming appointments listed in the centre of the page.

3. Identify the appointment you wish to cancel. 

4. If your appointment is set to begin in 24 hours or less, you'll see "Contact to Cancel." You'll need to call 778-760-3400 or email [email protected] to cancel. Late cancellation is also subject to a fee (see below). 

If the appointment is 25 hours or more in the future, simply click the arrow to the right of the appointment and choose the reason for cancellation: 

​Once you've selected the reason for cancellation, you'll see the appointment turn red and then disappear from your Upcoming Appointments list. You will also receive an email confirmation that the appointment was cancelled. 

How do I cancel an appointment that starts within 24 hours? 

You may reschedule or cancel your appointment online up to 24 hours in advance.

Per clinic policy, cancellations made within 24 hours of the appointment time are subject to the full appointment fee. 

To cancel within 24 hours of your appointment time, please contact the office by phone at 778-760-3400 or email [email protected]

How do I book an appointment for a family member? 

If your family member already has an account (username + password): 
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1. Head to the online booking page

2. Select the appropriate appointment category from these options:
  • Become a New Patient (15+)
  • Become a New Patient (0-14) 
  • Follow-Up Appointment (all ages) 

Then select the desired appointment within that category. 

3. Select the date and time you prefer for your appointment from the calendar

4. Log in to complete the booking. Use your family member's username and password. 
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5. Once the appointment is booked, an email notification will go to the email address on file for your family member. 


If your family member does not yet have a username and password: 
1. Follow the instructions for Creating an Account 

Billing & Payments

At a glance: 
  1. How do I pay an outstanding balance for appointments, lab fees, or supplements? 
  2. How do I view my receipts and payments? 
  3. How do I find out what my insurance covers? 
  4. How do I pay fees for lab testing ordered by Dr. Volk? 
  5. How do I change my credit card information on file? 
  6. ​My accountant asked for all my receipts for tax purposes. Where do I find these? 
  7. My card was charged but I don't know why. What do I do? 
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How do I pay an outstanding balance for appointments, lab fees, or supplements? 

After your appointment we will direct-bill any insurance plans on file and then charge the credit card on file for any remaining balance owing.
​In some cases, credit cards are declined or expired, in which case you may receive a notification of an amount owing.
​It's easy to pay. 

There are a few ways to do this: 

By credit card: 

Option 1: from email link
You should have received one or more emails notifying you of an outstanding balance. These emails have a button you can click that leads you right to where you can pay your balance. 
If you have a credit card on file already, you can simply choose to charge the card on file. 
If you need to update your credit card on file, you'll be led to do this. 

Option 2: in your patient portal 
Log in to your patient portal. If you don't know how, follow steps 1-4 here. 
Once logged in, choose the "Pay Balance" option on the left side. Follow the prompts to complete the payment. 
By cash or e-transfer: 

E-transfer
If you prefer this method of payment, simply e transfer the amount owing to [email protected] 

Cash 
Of course you can also pay by cash during your in-office appointment. 
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How do I view my receipts and payments? 

Log in to your patient portal.
If you don't know how, follow steps 1-4 here. 
Once logged in, choose the "Receipts" option on the left side. You'll then see a screen showing any receipts associated with your account.
​You can view these or download them as PDF files to your computer. 

How do I figure out what my insurance covers? 

Unfortunately, we aren't able to access each person's private health insurance plan information. You'll need to contact you insurance coverage to get your plan details. Each plan is different, even under the same insurer. 

We recommend inquiring about:
  • How much coverage you have per year
  • How much coverage you have per appointment
  • How much coverage you have for lab fees (if applicable) 
  • Information about deductibles - how much out of $200 is covered? 

We offer specific questions to ask your insurance company on our direct billing page. 
Psst... Have you signed up for my monthly newsletter yet? Get my health info & tips right in your inbox.

Insurance Questions 

At a glance: 
Do you direct-bill my insurance plan? 
I have a new insurance plan. How can I share this with you so you can direct-bill? 
Why did I get charged more than expected? I thought my insurance should have covered this. 
Can you direct-bill more than one insurance plan? ​
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Do you direct-bill my insurance plan? 

We offer direct billing for most insurance providers. See a list here. 
​

I have a new insurance plan. How can I share this with you so you can direct-bill? 

The easiest and most straightforward option is to simply take a photo of your plan card/webpage showing:
  • Plan name (ex. Manulife)
  • Policy number (usually 5-6 digits)
  • Member ID number (usually 5-10 digits)

We also need to know
  • Name of primary plan holder (ex. you / your spouse) 
  • Date of birth of the primary plan holder 

You can email all of this information to us at [email protected].
​Indicate that you would like us to start direct-billing this plan for future fees. 
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Why did I get charged more than I expected? I thought my insurance should have covered this. 

It can be so frustrating and disappointing when you don't have the coverage you expected.
Insurance plans can be tricky.
​
We will always direct-bill any insurance plans we have on file after your appointment and apply any amounts covered to your balance. 

If the amount that was covered is less than you expected, we recommend following up directly with your insurer to find out why. 

Insurance companies can use language that can be confusing or lead people to believe they have more coverage than they do. 

For guidance on the specific questions to ask your insurance company, go here. 
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Can you direct-bill more than one insurance plan? 

In some cases, we can direct-bill more than one insurance plan.

In other cases, we can only direct-bill the primary insurance plan, and patients need to submit their receipts through their secondary insurer.
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It all depends on the rules of the insurance provider and how the online direct-billing portals are laid out (sometimes they are less user friendly). 
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How to Reach Us 

Where do I send emails to? 

Use [email protected] for any inquiries or questions not addressed on this page. 
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What is Dr. Volk's office phone number? 

You can phone 778-760-3400 for late appointment cancellations or to report problems requiring urgent support. 

This phone number can receive calls and text messages. 
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I just have a few questions. How can I speak with Dr. Volk? 

You have a couple options: 

Option 1: make a note of all your questions and hold onto them for discussion at your follow-up appointment 

Option 2: book a quick 5-minute or 10-minute phone call at your earliest convenience to get answers to your questions right away. 

How to book a phone call: 

1. Head to the online booking page

2. Click "Follow Up Appointments (all ages)" on the left side of the page

3. Scroll all the way down to see the phone call appointment options. You'll likely need to click "Show more treatments" to access these shorter appointment types. 

4. Select the appointment type you wish to book.

5. Select the date and time you prefer for your appointment from the calendar

6. Log in to complete the booking. 
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7. You'll receive an email notification once the appointment is booked. ​​

I have lab reports to send. How do I do this? 

Go here. 


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email

[email protected]
​

phone

778.760.3400​

fax

844.991.3601

address

1025 Tamarack Drive
​Kelowna, BC V1X 1E3