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Frequently Asked Questions

View Frequently Asked Questions for Virtual Doctor Visits and Virtual Behavioral Health Visits when you scroll down below. 

Virtual Medical FAQ’s

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.    

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. 

  • 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?

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. 

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.

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.    

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.    

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.    

Yes. Specifics vary by Virtual Doctor Visits provider groups. 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 FAQ's

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 is the same as an individual therapy session in a provider’s office. 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.

Schedules vary by the provider selected.    

UnitedHealthcare is working with two national medical groups to offer Virtual Behavioral Health Visits: AmWell 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 AmWell or Doctor on Demand websites. Plan members who want to conduct a virtual visit via tablet or smartphone may do so by downloading the AmWell 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.

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.    

It is approximately 50-60 minutes.  The member’s cost share is the same as an individual therapy session in a provider’s office.   

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

HIPAA requirements prevent health information from being shared unless given permission by the member.    

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.    

The cost share is the same as an individual therapy session in a provider’s office.    

Yes, virtual visit claims are submitted electronically by Doctor on Demand and AmWell and include the claims code.  This is similar to any other provider claims submission.    

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.  

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.

Only medical doctors can prescribe medications; psychologists and therapists cannot.  Medical doctors can prescribe in every state they are practicing.    

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 AmWell or Doctor on Demand website interfaces.

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.    

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.    

Members will have the ability to connect directly with the Virtual Behavioral Health Visit provider group of their choice (Doctor on Demand, AmWell or other providers through the Optum Behavioral Health network that offer the service).    

Yes, Virtual Behavioral Health Visit providers a part of the UnitedHealthcare network.    

Virtual Behavioral Health Visits will be offered nationally to members in all 50 states.    

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.    

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.

Virtual Visit provider groups submit claims electronically to UnitedHealthcare.    

Claims for Virtual Visits will appear in members claim summaries, just like in-person medical claims.    

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.    

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.    

For network providers, claims are submitted to the plan directly.  Out-of-network providers may submit to the plan or may require the member to submit to the plan for reimbursement.    

Members will need to schedule Virtual Behavioral Health Visits.  

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 substances¹.