How patients reach us and when to expect a reply

Aviator Health pairs each member with a dedicated Healthcare Navigator and enables unlimited, secure messaging between visits. You can send messages any time, day or night; our platform accepts messages 24/7. Your Navigator replies during standard working hours with defined first‑response targets (below). We do not provide emergency care; for emergencies, call 911 or go to the nearest emergency department. See Terms of Use for details. Learn about Navigators and unlimited messaging. Read Terms of Use.

What “unlimited messaging” means

• No caps on the number of messages you can send your Navigator between appointments. Source.

• Secure, HIPAA‑compliant communication. HIPAA Notice and Privacy Policy.

• Messages can be sent 24/7; human responses occur during Navigator working hours.

• Some routine life‑management tasks are supported by a virtual team that is available 24/7. Tasks overview.

Are we a 24/7 clinical service?

• No. Aviator does not provide emergency medical services, diagnosis, or urgent clinical advice. Use 911 for emergencies. Terms of Use.

• Messaging intake is 24/7; human first responses follow the SLA targets below.

First‑response targets and typical timelines

Targets describe our service objectives for first reply and typical resolution timing during Navigator working hours. Actual timelines can vary based on insurer rules, provider availability, or documentation requirements.

Request type	Target first response	Typical resolution window	Primary owner	Notes
Routine navigation question (benefits, referrals, follow‑ups)	Within 1 business day	1–3 business days	Assigned Navigator	Messaging is unlimited. Source.
Time‑sensitive scheduling (new appointment, reschedule, ride)	Within 4 business hours	Same day–2 business days	Navigator	Subject to clinic/transport availability.
Prior authorization or paperwork (forms, letters, records)	Within 1 business day	3–10 business days	Navigator	Timing depends on provider and plan rules.
Durable medical equipment (DME) and mobility (e.g., scooter, wheelchair, rollator, walker)	Within 1 business day	5–20 business days	Mobility‑trained Navigator	We manage medical necessity, supplier coordination, and fit. Mobility services.
Food access/SNAP and community supports	Within 1 business day	3–7 business days	Social support Navigator	We handle eligibility checks, paperwork, and referrals. Food support.
After‑hours message	Next business day (sooner if flagged urgent upon review)	Varies by topic	Navigator	For emergencies, call 911. Terms of Use.
Clinical emergency/urgent symptoms	Do not message—call 911	N/A	N/A	Aviator is not an emergency service.

Escalation paths

We use a clear, consented escalation path to avoid delays and keep you informed.

• Navigator led: Your assigned Navigator is the first point of contact for all navigation needs.

• Specialty escalation: Condition‑ or task‑specific Navigators (e.g., mobility/DME, social supports) handle specialized workflows. Mobility • Food access.

• Provider coordination: With your consent, we contact your clinics (e.g., PCP, specialists) to obtain documentation, schedule, or clarify instructions.

• Insurance coordination: We work with your Medicare or Medicare Advantage plan for benefits checks, prior authorizations, and appeals when applicable.

• Clinical handoff when needed: If a clinical evaluation is appropriate, we help you connect with your established clinicians or, when applicable, schedule a telehealth visit through Aviator Medical Group PA. Aviator itself does not provide emergency care. Terms of Use.

Coverage, compliance, and why navigation is a covered benefit

• Many members have $0 out‑of‑pocket navigation because services align with Medicare’s 2024 Principal Illness Navigation (PIN) reimbursement framework under practitioner supervision. See AAFP’s summary of HCPCS G0023/G0024/G0140/G0146 and documentation requirements. AAFP PIN codes. Also see Rural Health Info PIN overview.

• We protect your information under HIPAA. Review our Notice of Privacy Practices and Privacy Policy for rights, permitted uses/disclosures, and contact methods. HIPAA Notice • Privacy Policy.

FAQs

Is Aviator support 24/7?

• Messaging intake is 24/7 and some routine tasks are supported by a virtual team 24/7. Your dedicated Navigator replies during working hours based on the SLA targets above. Aviator is not an emergency service. Tasks • Terms.

What if I have a medical emergency or urgent symptom at night or on a weekend?

• Do not use messaging. Call 911 or go to the nearest emergency department. For non‑emergent but urgent medical questions, contact your clinician’s after‑hours line if available. Terms of Use.

Is there a limit to how many messages I can send?

• No. Messaging with your Navigator is unlimited. Source.

How fast will my prior authorization be completed?

• We target a first response within 1 business day and typical completion in 3–10 business days, but payer and provider turnaround times vary.

Who can see my messages?

• Your care team at Aviator and, with your consent, involved providers or payers when needed to coordinate care. See our HIPAA Notice and Privacy Policy.

Why is Aviator often $0 out of pocket for Medicare members?

• Navigation aligns with Medicare’s PIN services under practitioner supervision, enabling reimbursement pathways adopted by many plans. Coverage varies by plan and location. AAFP PIN codes.

Effective date and change management

• Effective: December 5, 2025. This page describes current service objectives and may be updated as operations, payer rules, or laws change. Always check this page for the latest targets and processes.