About knownwell

What is knownwell?

knownwell is the healthcare home for patients looking for evidence-based, weight management services and weight-inclusive primary care. knownwell was founded to meet a critical need, felt acutely by patients who have lived in bigger bodies or with obesity: judgement-free care that centers on the patient, and not the number on the scale.

Are knownwell services available in languages other than English?

Today knownwell's full scope of services are only offered in English. We do offer telephonic translation services in additional languages.

Does knownwell accept health insurance?

Yes, knownwell accepts most major insurance plans. To confirm whether your plan is in-network, please visit our insurance page. Our team can also help verify if your plan is in-network or walk you through self-pay options if your plan is not covered. Our team can be reached at 1-888-671-5902.

Where can I provide feedback or get in contact with knownwell?

To provide feedback, please use the patient portal or find a clinic location near you for local contact information. If you live outside of one of these states, please call us at 1-888-671-5902 to leave feedback.

What are knownwell’s operating hours?

Most of our clinics are open Monday-Friday from 8am to 5pm local time. Office hours do vary for our Chicago locations, please call (630) 986-2800 to verify the specific clinic you're interested in.

How do I contact knownwell?

Please find our clinic location near you here for local contact information. If you live outside of one of these states, please call us at 1-888-671-5902

knownwell Services

How does knownwell work?

knownwell provides weight-inclusive primary care and personalized weight management services through insurance. We are in-network with most major insurance plans, making care more accessible. If your insurance is not in-network, or if you do not have insurance, we also offer self-pay options. We do not have a membership fee to join our practice.

What types of services does knownwell offer?

knownwell provides weight-inclusive primary care and personalized weight management services. Our team delivers evidence-based, compassionate care that supports your whole health. Services may include preventive and routine primary care, nutrition counseling, health coaching, metabolic and obesity medicine, and when appropriate prescription medications (including GLP-1s). Care is available both in-person at select clinics and virtually nationwide.

Are there age restrictions on using knownwell services?

knownwell cares for persons age 18 or over in all locations, and age 12 or over in select locations.

Do I need parental consent to use knownwell if I am under 18 years of age?

Yes, parental or legal guardian consent is required for people under 18 years of age

How does knownwell prioritize patient safety?

At knownwell, patient safety is one of our top priorities. Our clinicians are licensed and trained in evidence-based care, meaning the interventions we use are supported by research and clinical best practices. We also have internal quality and safety processes that are regularly reviewed to ensure our standards remain high and our care remains effective.

How does knownwell protect patient privacy?

We take your privacy seriously and follow strict medical, privacy, and security standards to protect your health information. knownwell complies with HIPAA and all applicable state regulations, ensuring your personal data is handled with care and confidentiality. For more information, please see our Privacy Policy.

Does knownwell accept referrals?

knownwell does accept referrals. We are currently working with 1500+ providers who trust us with their patient's care. We have a collaborative approach and keep you informed of your patients progress every step of the way.

As a provider, how do I submit referrals for my patients to be seen by knownwell?

We accept referrals in many different ways, to best suit the needs of your office. You can easily refer patients on the Refer a Patient page of our site. We also accept referrals via fax, through athenahealth and referral platforms like LeadingReach. Alternatively, you can send our knownwell.co site link to your patients so they can book themselves!

During treatment will I be required to keep behavioral and or lifestyle logs, attend coaching sessions, or participate in weigh-ins?

At knownwell, care plans are built through shared decision-making between you and your clinician. Your clinician will talk with you about which tools or supports may be most helpful. For specific questions about your plan, please speak directly with your clinician.

What is the total cost per appointment for self-pay patients?

Our self-pay rates vary depending on the type of visit. You can view our cash pay pricing for different visit types here. Please note that these rates do not include the cost of prescriptions. If you have any additional questions, our team is happy to help, just give us a call at 1-888-671-5902.

What should I do if I move to a new state?

Just give us a call and we can get you scheduled with one of our National Virtual Care clinicians, we offer services in all 50 states.

Privacy & Safety

Does Knownwell share my information with my primary care physician?

Your knownwell care team will share a summary of your visits with other clinicians you see to coordinate your medical care, including your primary care physician. Please explicitly tell your knownwell care team if you would like your knownwell visits to not be communicated to other clinicians you see outside of knownwell.

Who does knownwell share my information with?

knownwell takes great care to safeguard patients’ data and rigorously adheres to HIPAA to govern any data sharing. Please refer to the knownwell Privacy Policy for more details.

Is my information safe with Knownwell?

We recognize the critical importance of safeguarding your Protected Health Information (PHI) and employ robust security measures to ensure it remains secure.  Our security safeguards vary depending on the nature and sensitivity of the data. We utilize industry-leading technology to protect your information. This includes the implementation of comprehensive information security controls, processes, and procedures across our infrastructure and products to maintain the safety of your health data. 

How long are any submitted images or video materials stored?

Any images or video materials submitted by the patient are considered part of the patient’s medical record and are subject to a minimum retention period of six years per HIPAA. Records may be stored longer than the statutory minimum retention period based on state laws or to provide ongoing medical care.

Do you require patients to submit photographs (e.g., face or body) to qualify for GLP-1 medications like Zepbound?

We do not require photographs (face or body) to qualify for GLP-1 medications like Zepbound. However, all visits must be synchronous, either via live video or in person.

Are video appointments recorded or stored in any way?

Video appointments are not recorded or stored.

When treatment ends and the patient is no longer active, are all related media and records deleted?

Per HIPAA regulations, all medical records are retained for at least 6 years, even after a patient is no longer active.

Do you participate in Epic’s Care Everywhere or any other automated record-sharing system? If so, can patients opt out of Care Everywhere or any automated record-sharing program, in accordance with federal rights to restrict disclosures?

We participate in Epic’s Care Everywhere and similar record-sharing networks for care coordination. Patients may opt out of automated record sharing; this request can be made during or before your first appointment.

Do you ever sell patient data, including de-identified, aggregated, or pseudonymized data, to third parties?

We do not sell patient data, including de-identified, aggregated, or pseudonymized data. Patient data is only shared as permitted under HIPAA, primarily for coordination of care.

Do you comply with HIPAA privacy and security rules, and can you confirm this in writing?

Yes. Please refer to the knownwell Privacy Policy for more details.

Can patients request deletion, redaction, or restriction of their health records?

No, per HIPAA requirements, all health records are subject to a minimum retention period of six years. Records may be stored longer than the statutory minimum retention period based on state laws.

Payments & Insurance

Does knownwell accept health insurance?

Does knownwell accept my health insurance?

knownwell accepts most major insurance plans. To confirm whether your plan is in-network, please visit our insurance page. Our team can also help verify if your plan is in-network or walk you through self-pay options if your plan is not covered. Our team can be reached at 1-888-671-5902

How much does knownwell cost?

What is a prior authorization?

A prior authorization is a process in healthcare where a healthcare provider must obtain approval from an insurance company before providing certain medical services or prescriptions.

What is a copay?

A copay, or copayment, is a fixed amount of money that a patient pays out-of-pocket for a healthcare service, such as a doctor's visit, prescription drugs, or hospital stay.

What is a deductible?

A deductible in health insurance is the fixed amount of money that you must pay out-of-pocket for covered medical expenses before your health insurance plan starts to cover costs.

What is a referral?

In healthcare, a referral is a recommendation from one healthcare professional (usually a primary care physician) to another specialist or healthcare provider. This recommendation is typically made when the patient needs specialized care or services that the primary care provider cannot provide.

Do I need a referral to use knownwell services?

A referral is only required with an HMO insurance plan and some EPO plans. It is always best to call your insurance to confirm. You can register and our team can confirm eligibility, and verify if your plan is in-network.

Do you accept Medicaid or Medicare?

knownwell accepts most major insurance plans. To confirm whether your plan is in-network, please visit our insurance page. Our team can also help verify if your plan is in-network or find options that can work best for you. Our team can be reached at 1-888-671-5902

What is a drug formulary list?

A drug formulary is a list of prescription medications that are covered by a health insurance plan. It typically includes information about: Medication Name: The generic and brand names of the drugs Drug Tier: The cost category of the medication (e.g., tier 1, tier 2) Restrictions: Any limitations on coverage, such as quantity or prior authorization requirements

Formularies are used by health plans to:
‍
Control drug costs: By selecting medications that are considered cost-effective
Ensure medication safety: By excluding drugs that may have safety concerns
Promote evidence-based medicine: By including drugs that are supported by clinical research

Formularies can vary depending on the health insurance plan, employer, or pharmacy network. Patients should review their health plan's formulary to determine which medications are covered and any associated costs.

Does knownwell offer discounts for self-pay patients?

We do not offer discounts for self-pay patients. However, we understand that healthcare costs can be a concern, and we are committed to working with you to find an option that fits your financial situation. Whenever possible, we prefer to bill through insurance, as this is often the most cost-effective path for our patients. We encourage you to reach out to our team to learn more about available options and support.

Can I use my FSA or HSA card to pay my copay?

Yes, you can use your FSA (Flexible Spending Account) or HSA (Health Savings Account) card to pay for your copay, as copays are considered an eligible medical expense under IRS rules. Make sure you keep your receipt for your records if you’re using an FSA as they will ask for documentation that the copay is an eligible expense.

If I am a self-pay patient, why do I need to pay for my visit at the time of scheduling?

For self-pay patients, we ask for payment at the time of scheduling to confirm and reserve your appointment. This helps us reduce last-minute cancellations and ensures that your time with the provider is fully dedicated to your care.

We understand that healthcare costs can feel stressful, and our team is here to answer questions and talk through options. Our goal is to make the process as smooth as possible so you can focus on your health and

Does knownwell charge a cancellation fee?

Yes, if an appointment is canceled with less than 24 hours’ notice, or if a patient does not show up, a $50 fee will be charged. Cancellations made more than 24 hours in advance will not be charged a fee. This policy allows us to honor our clinician’s time and keep appointment slots available for other patients who need care.

As a self-pay patient can I get a refund if I cancel my appointment?

Yes, if you cancel your appointment more than 24 hours in advance, you will receive a full refund. If the cancellation is made with less than 24 hours’ notice, or if you do not show up for your appointment, a $50 fee will be charged. This policy helps us respect the time of our providers and ensures that appointment slots remain available for other patients.

Scheduling

Why does it take so long to see a provider?

We understand that waiting for an appointment can be frustrating. At knownwell, we build our schedules to make sure every patient receives the time and attention they need without being rushed. This means:

• Longer visits for new patients so providers can get to know your history and goals
• Time reserved for urgent needs to ensure we can respond quickly when unexpected health issues come up
• Balanced scheduling so that every appointment is meaningful and providers can focus fully on you

While this sometimes leads to longer wait times for scheduling, it reflects our commitment to providing thoughtful, personalized care. We truly value your patience and look forward to giving you the time and support you deserve once you are seen.

How long will my appointment last?

Appointment lengths can vary depending on the type of visit and your individual needs. On average:

• New metabolic consultation: 40–60 minutes
• Follow-up visit: 15–20 minutes
• Annual physical: 30–40 minutes
• Office visit: 20–40 minutes depending on patient needs

We schedule this way to ensure you have enough time with your provider to address your questions and health goals without feeling rushed.

Can I choose between an in-person and a virtual visit?

Yes. At knownwell, many visits can be scheduled either in-person at the clinic or virtually through a secure video platform. The type of visit you schedule may depend on your medical needs. Some services, such as physical exams, require an in-person visit, while follow-ups or certain consultations may be done virtually.

Our goal is to provide care that meets you where you are and offers the greatest convenience without compromising quality. We want to make it as easy as possible for you to receive the support and services you need.

Do I need to be in my home state to do a virtual visit?

Yes, your visit must take place while you are physically in a state where your clinician is licensed. This usually means being in your home state during the visit. If you are traveling, another knownwell clinician who is licensed in the state you are in may be able to see you. However, if we are not aware of this before your visit, it may result in the need to reschedule if your provider is not licensed in that state, which could delay your care.

Why was my appointment canceled?

Appointments are sometimes canceled if important requirements are not met. Common reasons include:

• Insurance coverage could not be verified
• Payment for self-pay visits was not completed
• The provider is not licensed in the state you are located in at the time of your visit
• The appointment was not confirmed within the required timeframe
• The clinic needed to adjust schedules due to provider availability or unexpected circumstances

If this has happened in error or you are unsure why your appointment was canceled, please reach out to us. We will correct the issue and get you rescheduled as soon as possible.

Medication

Which medications does knownwell prescribe?

Treatment options, including medications, depend on your individual needs. Your care team will review safe, evidence-based options with you.

How do I get a new refill once I run out of medication?

If you’re in need of a medication refill, please contact your pharmacy first to see if any refills are available on the medication. If you need a new prescription sent over, our team is here to help. Send us a message through the knownwell app or call us at 1-888-671-5902.

How much will my medication cost?

Medication costs depend on the medicine prescribed and your insurance coverage. If you have insurance, your insurance carrier can provide information about which medications are covered and what your cost will be. If you don’t have insurance, your care team can talk with you about options for paying out-of-pocket or using discount programs.

I would like to change the dosage of my medication, what should I do?

For any questions or concerns about your medication dosage, please contact our clinical team by sending a message through the knownwell app or by calling 1-888-671-5902.

I think I am experiencing a side effect from my medication(s), what should I do?

If you are experiencing a medical emergency, call 911 immediately. For all other medical concerns, please contact our clinical team by sending a message through the knownwell app or by calling 1-888-671-5902.

Are follow-up appointments required to continue my prescriptions? If so, how often?

Yes, follow-up visits are important to ensure your medication is safe and effective for you. How often you’ll need to be seen depends on the specific medication and your individual care plan. Your care team will guide you on the schedule that’s right for you.

Does each prescription require a telehealth or in-person appointment?

Yes, prescriptions require ongoing follow-up, though not for every single refill. The exact timing and type of appointment, telehealth or in person, will be determined by your care team.

Will prescriptions be routed through Eli Lilly’s main pharmacy for vial access, or is that not possible through your platform?

Lilly Direct and its partner pharmacy are one of many pharmacy options we can use. Your care team will work with you to choose the pharmacy that best meets your needs and coverage.

Labs

Are any labs or diagnostics required before a prescription is issued?

Yes, sometimes. It depends on the medication and your health history. Your care team will let you know if labs or other tests are needed before starting treatment.

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