Telemedicine & Telehealth Services
Your Guide to Easy, Convenient Virtual Care
What Is Telemedicine/Telehealth?
Telemedicine and telehealth allow you to connect with your doctor or specialist through secure, real-time audio and video, without needing to visit the clinic in person.
These services are covered under your health plan and can be used for:
- Primary care
- Specialist consultations
- Behavioral health services
How to Use Your Telehealth Benefit
1. Schedule Your Virtual Visit Contact your:
- Primary Care Provider (PCP)
- Specialist
- Behavioral Health Provider
Ask if they offer telemedicine or telehealth appointments.
2. Use an Approved Video Platform
Your provider will guide you on which platform to use.
Allowed platforms include:
- FaceTime
- Facebook Messenger video chat
- Google Hangouts video
- Skype
- HIPAA compliant telehealth platforms (used with a provider’s Business Associate Agreement)
Not allowed:
- Facebook Live
- Twitch
- Snapchat
- TikTok
- Any public- facing video streaming apps
3. Prepare for Your Appointment
Before your scheduled time:
- Make sure your device has working audio and video
- Ensure your internet connection is stable
- Find a private, quiet space
- Have your member ID card ready
4. During Your Virtual Visit
Your provider will conduct the visit just like an in- office appointment.
You may receive:
- Evaluation
- Diagnosis
- Treatment recommendations
- Follow-up instructions
Note: Telehealth cannot be provided using telephone or fax only.
5. After the Visit
Your provider will document the encounter and submit the claim. No extra action is needed from you unless your plan normally requires copays or cost shares.
Benefits will be applied according to your Member Handbook (MH) and Schedule of Benefits (SOB).
Need Help?
For questions about your coverage, please refer to your Member Handbook, Schedule of Benefits, or contact Customer Service.
Click here to download a PDF version of this information.