Virtual Medical Visits FAQ'S

Q: Are Virtual Doctor Visits covered under my employer's UnitedHealthcare health plan? What kinds of medical services can be provided using a Virtual Doctor Visits? A. Yes, when you use one of the provider groups in our Virtual Doctor Visits network, you have benefit coverage for visits to treat certain non-emergency medical needs such as the flu, colds, pink eye, rashes and fevers. For a more complete list of the coverage available under your Virtual Doctor Visits benefit, go to the "About Virtual Doctor Visits" tab. Check your plan documents for more information about your plan's specific Virtual Doctor Visits benefit.
Q: Where can I find out what providers are in the Virtual Doctor Visits network and how do I access them? A: For information about what Virtual Doctor Visits provider groups are in the network, including the states in which each provider group operates, go to the "Choose a Provider" tab. Member cost share for Virtual Doctor Visits will vary by plan. Please refer to your member materials for your plan cost share.
Q: What should I consider when choosing a network Virtual Doctor Visits provider? A:

– Does the provider group operate in the state you are when you need care?

– Does the provider group prescribe in the state you are when you need care?

– On average, how much experience do the physicians in the provider group have?

– Do you like the provider group's website and/or mobile app experience?
Q: How much and when will I have to pay for a Virtual Doctor Visits? A: Member cost share for Virtual Doctor Visits will vary by plan. Please refer to your member materials for your plan cost share.

Before your first visit, you may be asked for your credit card information.
Q: What happens once I reach the Virtual Doctor Visits provider group's website? What happens during an actual Virtual Doctor Visits? A: The first time you use a Virtual Doctor Visits provider you will need to set up an account with that Virtual Doctor Visits provider group. You will need to complete the patient registration process to gather medical history, pharmacy preference, primary care physician contact information and insurance information.

Each time you see a Virtual Doctor Visits doctor, you will be asked some brief medical questions, including questions about your current medical concern. If appropriate, you will then be connected, using secure, live audio and video technology, to a doctor licensed to deliver care in the state that you are in at the time of your visit. You and the doctor will discuss your medical issue, and if appropriate, the doctor may write a prescription* for you.

The details of your Virtual Doctor Visits will be documented by the doctor and are available to you on the Virtual Doctor Visits provider group's site so that you can review and share with your primary care physician.

*Prescription services may not be available in all states.
Q: How long is the wait to see a doctor once I am at the provider group's site? Can I schedule an appointment instead of waiting? A: Virtual Doctor Visits provider groups are expected to deliver care within 30 minutes or less from the time of a patient's request. You are also able to schedule an appointment for another time with a Virtual Doctor Visits doctor.
Q: Will Virtual Doctor Visits information be shared with my Primary Care Physician (PCP)? A: We encourage you to provide your PCP information to the Virtual Doctor Visits provider so that Virtual Doctor Visits records can be sent directly to your PCP. You may also be able to access your Virtual Doctor Visits record with the Virtual Doctor Visits provider group so you can provide the records directly to your PCP or other health care providers as desired.
Q: How safe is the information being shared during a Virtual Doctor Visits appointment? A: UnitedHealthcare requires all network providers, including Virtual Doctor Visits providers, to comply with all applicable laws, including laws relating to the security and confidentiality of patient information. Virtual Doctor Visits providers are covered entities under HIPAA and its regulations. Therefore, these providers have direct legal requirements to protect and secure confidential patient information. Virtual Doctor Visit providers determine the manner and means by which they meet these privacy and security requirements. More information regarding security and privacy is available on the Virtual Doctor Visits providers' websites.
Q: Are additional languages (besides English) supported by Virtual Doctor Visits provider groups? A: Yes. Specifics vary by Virtual Doctor Visits provider group. All Virtual Doctor Visits provider groups offer some Spanish-speaking physicians, although not in all states. Specific information is available at each Virtual Doctor Visits provider group's website.

Virtual Behavioral Visits FAQ'S

Q: What is a virtual behavioral health visit? A: virtual behavioral health visits are behavioral health visits delivered outside of medical facilities by virtual providers that use online technology and live audio/video capabilities. Virtual visits offer members another choice in how to access behavioral health care.

The cost share for 2018 is the same as an individual therapy session in a medical facility. Members will pay it with a major credit card or debit card at the time of the virtual visit.

Members would use this service for initial evaluation, medication management and ongoing counseling. This service can be used for addiction, depression, mood, trauma, loss, stress and anxiety.

This service is not meant for crisis or emergency situations.
Q: When is virtual behavioral health visit care available? A: Schedules vary by the provider selected.
Q: What is the plan member’s experience when logging in? A: UnitedHealthcare is working with two national medical groups to offer virtual behavioral health visits: American Well and Doctor on Demand.

Members will first need to register and schedule a meeting time.

There is a system test (connection, webcam, speakers, mic) which happens every time, even if the member has had a virtual visit previously from the same device.

Plan members may conduct a virtual visit via laptop/desktop computer, by accessing the American Well or Doctor on Demand web sites. Plan members who want to conduct a virtual visit via tablet or smartphone may do so by downloading the American Well or Doctor on Demand app first.

*Local providers are available for virtual behavioral health visits through the Optum Behavioral Health network and can be accessed at www.liveandworkwell.com. Technology used to access the service will vary by provider.
Q: If a member later sees another provider and wants a copy of the information, can they obtain the information at a later date? A: Copies of the visit are available at any time to a member. The member must call the virtual provider customer service and request copies. The member can then provide copies to their provider. If the member has a secure email for their provider, the virtual behavioral provider can send the information on behalf of the member. The information cannot be faxed to the provider.
Q: What is the average consult time? A: It is approximately 50-60 minutes. The member’s cost share is the same as an individual therapy session in a provider’s office.
Q: Where can I get more information? A: To learn more about virtual behavioral health visits, call the customer service number listed on your health plan ID card or visit www.UHCRetiree.com.
Q: Is there an option to automatically send results to a provider without the member having to request? A: HIPAA requirements prevent health information from being shared unless given permission by the member.
Q: Are there online forms the member would need to complete prior to seeing a virtual behavioral health visit provider? If yes, are the forms required prior to every virtual visit? A: Members need to submit information online through the virtual behavioral health visit provider’s website. This information is only required once upon the account creation and does not have to be re-entered each time.
Q: Is there a member cost share? A: The cost share for 2018 plan year is the same as an individual therapy session in a provider’s office.
Q: Will a virtual behavioral health visit appear in the member’s claim history? A: Yes, virtual visit claims are submitted electronically by Doctor on Demand and AmWell and include the CPT code. This is similar to any other provider claims submission
Q: Will members receive an EOB after a virtual behavioral health visit? A: Members will receive an EOB after a visit. The medical group will submit a claim and our system will subsequently issue a notification to the member.
Q: How do virtual behavioral health visit benefits differ from in-office visits? A: Typical virtual visits are used for initial evaluation, medication management and ongoing counseling to treat addiction, depression, mood, trauma, loss, stress and anxiety.

Virtual behavioral health visits are not meant for crisis or emergency situations.
Q: Where can Doctor on Demand and AmWell prescribe medications? A: Only medical doctors can prescribe medications, psychologists and therapists cannot. Medical doctors can prescribe in every state they are practicing.
Q: Is there a helpline to assist with technical support? A: There is a system test (connection, webcam, speakers, mic) which happens every time the member initiates a virtual visit.

Tech support is available via the American Well or Doctor on Demand website interfaces
Q: If a member does not have a camera are they excluded from virtual behavioral health visit or can a visit be completed via telephone? A: A virtual visit works best with the use of a camera. The advantage of the “video visit” is the provider can focus on looking as well as listening. They look carefully with the video camera and perform a visual inspection. If the person does not have video/camera capabilities then it is not recommended to use the virtual visit.
Q: Is the Virtual Visits Provider solely relying on the retiree to provide a complete list of medications? A: Yes. The member provides medication information at the time they create the account. The virtual provider will discuss the member’s medications at the time of the visit however they are reliant on the member to provide the information.
Q: Can a member select which group to use? A: Members will have the ability to connect directly with the virtual behavioral health visit provider group of their choice (Doctor on Demand, American Well or other providers through the Optum Behavioral Health network that offer the service).
Q: Are the virtual behavioral health visit providers a part of the UnitedHealthcare network? A: Yes, virtual behavioral health visit providers a part of the UnitedHealthcare network
Q: Where are UnitedHealthcare virtual behavioral health visits available? A: Virtual behavioral health visits will be offered nationally to members in all 50 states.
Q: After selecting a provider and registering, what is the average wait time? A: Virtual behavioral health visits are scheduled visits. The wait time should be minimal. The contracted provider groups currently are delivering care within 5-10 minutes on average.
Q: How safe is the information being shared during a virtual behavioral health visit consultation? A: UnitedHealthcare requires all contracted providers, including virtual visit providers, to comply with all applicable laws, including laws relating to the security and confidentiality of patient information. As with any other provider, virtual visit providers are covered entities under HIPAA and its regulations.
Therefore, these providers have direct legal requirements to protect and secure confidential patient information. Virtual visit providers are free to determine the manner and means by which they meet these privacy and security requirements. More information regarding security and privacy is available on the virtual visits providers’ websites.
Q: How do virtual behavioral health visit providers submit claims? A: Virtual visit provider groups submit claims electronically to UnitedHealthcare.
Q: Will the claim summary for virtual behavioral health visits be included on the UnitedHealthcare website? A: Claims for virtual visits will appear in members claim summaries, just like in-person medical claims.
Q: How do virtual behavioral health visits address members in states that have imposed restrictions on telehealth services? A: State laws and regulations dictating where each virtual visit provider group operates may vary and are subject to change. At this time virtual visits are available in all states.
Q: Are additional languages other than English supported by virtual behavioral health visits provider groups? A: All provider groups offer some Spanish-speaking providers, although not in all states. Specific information is available at each virtual visits provider group’s website.
Q: Do claims come directly to UHC or does the member need to submit a claim? A: For network providers, claims are submitted to plan directly. Out-of-network providers may submit to the plan or may require the member to submit to the plan for reimbursement.
Q: Do members make appointments? A: Members will need to schedule virtual behavioral health visits.
Q: Can the virtual behavioral health visit providers prescribe medication? A: Virtual physicians can prescribe medication. However, there are limitations to the type of medication based on state or type of drug. Providers do not prescribe controlled substances.