Telehealth or Virtual Visits: Stay home and talk to health care providers

Appointments without coming in: Telehealth (Virtual Visits)

You can talk or "see" health care providers over FaceTime, Skype, Zoom or other telehealth applications on devices. This is called telehealth or a virtual visit. These are available 24/7. If you're curious how that works, here's an example.

Virtual Visits let you talk with a health care provider online for urgent care needs, 24/7. These visits may be available through preferred telehealth partners, such as Teladoc, American Well, Doctor On Demand and others. These visits are ideal for seasonal flu, allergies, pink eye and other urgent medical concerns. 

Sign in to your health plan account to understand and access your Virtual Visit benefit.  Staying away from others helps your chances of not getting the virus. If you think you might have Coronavirus (COVID-19) or have symptoms such as fever, cough or difficulty breathing, be sure to call your health care provider right away. 

Telehealth visits with your local providers

You can ask your local health care provider if they offer telehealth (virtual visits). If you don’t have a provider you see regularly, sign in to your health plan account to find a network provider that may offer a telehealth visit. 

UnitedHealthcare is committed to helping you get the care you need from home or work through telehealth visits with your local providers. We will expand access to telehealth services for in-network providers for many of our plans through Dec. 31, 2020, as noted below. 

  • UnitedHealthcare Individual and fully insured Group Market health plans, with opt-in available for self-funded employer plans are as follows: 
    • Expanded access with network providers for telehealth visits: Members have expanded access to telehealth visits with network providers2 through Dec. 31, 2020. These visits need to be provided via live interactive audio-video or audio-only. 
    • Coverage for COVID-19 testing related telehealth visits: There is $0 cost-share for COVID-19 testing related telehealth visits with network providers through the national public health emergency period1, currently scheduled to end January 20, 2021. 
    • For out-of-network providers, you will have expanded telehealth access for COVID-19 testing related telehealth visits through Oct. 22, 2020. As of Oct. 23, 2020, out-of-network telehealth services are covered according to the member’s benefit plan.
    • Coverage for telehealth visits not related to COVID-19: You have expanded access to telehealth visits with network providers through Decemeber 31, 2020. This includes telehealth visits for medical, mental health (behavioral), physical therapy, occupational therapy, speech therapy, chiropractic, hospice home health, vision, hearing and dental services. You are responsible for any copay, coinsurance or deductable according to your benefit plan.

Please note that state-specific rules, regulations and emergency periods do apply and can be found on the UnitedHealthcare provider website or by signing in to your member account. These may vary from federal regulations. If no state-specific exceptions apply, UnitedHealthcare guidelines will apply.  

  • UnitedHealthcare Medicare Advantage plans: 

      Coverage for COVID-19 testing-related telehealth visits: For COVID-19 testing-related telehealth, you have $0 cost-share for in-network and out-of-network visits through the national public health emergency period, currently scheduled to end Jan. 20, 2021.

      Coverage for COVID-19 treatment via telehealth visits: For COVID-19 treatment via telehealth, you have $0 cost-share for in-network and out-of-network telehealth treatment visits through December 31, 2020. UnitedHealthcare chose to expand this cost-share waiver to help you access the care you need.

      Coverage for telehealth visits not related to COVID-19: For in-network and out-of- network providers, you have expanded access to telehealth through Dec. 31, 2020. This includes telehealth visits for medical, mental health (behavioral), physical therapy, occupational therapy, speech therapy, chiropractic, home health, vision, hearing and dental services.

       

      You will have $0 cost-share for in-network and out-of-network primary care telehealth services through December 31, 2020. UnitedHealthcare has chosen to extend this cost-share waiver to help you get the routine medical care you need.

       

      Cost-sharing for non-primary care telehealth will be processed according to your benefit plan as of Oct. 1, 2020. You will be responsible for any copay, coinsurance and deductible, according to your benefit plan.

       

  • Medicaid health plans: State variations and regulations may apply. Please review the UnitedHealthcare Community plan website and your state’s site for the latest applicable information. If no state-specific exceptions apply, traditional UnitedHealthcare plan guidelines will apply.

For benefits coverage information, please sign in to your health plan account or review the additional COVID-19 coverage options that may be available.

    Virtual Visits for 24/7 urgent care 

    With Virtual Visits, you can talk to a health care provider online 24/7 for urgent care needs, like seasonal flu, allergies, pink eye and more. Urgent care visits are available through our preferred telehealth partners, including Teladoc, American Well, Doctor On Demand and others. 

    For many Individual and Group Market health plan members, you can access the Virtual Visit benefit offered through one of the UnitedHealthcare preferred telehealth partners. Beginning Oct. 1, 2020, all Virtual Visits not related to COVID-19 testing will be covered according to your plan benefits. If your Virtual Visit is related to COVID-19 testing, your cost-share is $0 through the national public health emergency period1, currently scheduled to end January 20, 2021.

    For Medicare Advantage and Medicaid members, you can continue to access your existing Virtual Visit benefits offered through one of our preferred telehealth partners without cost-sharing. 

    Sign in to your health plan account to understand and access your Virtual Visit benefit.

Take care of your emotional health

In a stressful time, it can be hard to cope. Talking to someone may help you feel better. Here are some ways to connect and take care of yourself.

  • Our free 24/7 emotional support line is here for you to call any time at 1-866-342-6892. This Optum Help Line is staffed by professionally trained mental health experts. It is free of charge and open to anyone.
  • The National Suicide Prevention Lifeline offers 24/7 support through an online chat called Lifeline Chat. You can also call 1-800-273-8255 or 1-800-799-4889 (TTY) for support.
  • The Crisis Text Line is a free resource available 24/7 to help you connect with a crisis counselor Text “Home” to 741741.

Footnote

1. For Individual and Fully-Insured Group Market health plans, the cost-share waiver for network telehealth visits ended Sept. 30, 2020. For out-of-network providers, the expansion of telehealth access ended July 24, 2020. As of July 25, 2020, out-of-network telehealth services are covered according to the member’s benefit plan and UnitedHealthcare’s standard telehealth reimbursement policy.

When to use telehealth (virtual visit)

Routine medical care appointments

If you do not have Coronavirus (COVID-19) and have other medical needs, you may be able to schedule a telehealth visit with your local health care provider for both for urgent and non-urgent needs. These visits can be for any of the following: 

  • Urgent care or routine medical care (interactive audio/video and audio-only) 
  • Outpatient behavioral care (interactive audio/video and audio-only) 
  • Physical, occupational or speech therapies (interactive audio/visual only) 

Cost-sharing waived for in-network telehealth visits will end on October 22, 2020 for members with Medicare Advantage, Medicaid, Individual and Group Market fully insured health plans. We will work with self-funded customers who want us to implement a similar approach. Out-of-network and cost sharing will apply, if applicable. Out-of-network telehealth services will be covered in accordance with your health plan benefits.

Coronavirus (COVID-19) related appointments

If you need to schedule a visit for Coronavirus (COVID-19) symptoms, telehealth may be a good choice. You can talk with your provider without needing to come into the office or clinic. We’ve waived cost sharing for Coronavirus (COVID-19) testing-related visits during this national emergency through October 22, 2020. This coverage applies to Medicare Advantage, Medicaid, Individual and Group Market health plans. As of October 23, 2020, members will be responsible for any copay, coinsurance and deductible, according to their benefits plan. 

Dental visits

If you have an urgent dental need, you can call your dental provider to set up a teledentistry visit. If you need assistance finding a dentist, call the phone number on your UnitedHealthcare member ID card and we will help find a provider near you.

 

If you have any questions about your benefits, sign into your health plan account or call the number on the back of your member ID card.

Take care of your emotional health

In times of high stress, it may be helpful to talk to someone. Our free 24/7 emotional support line is here for you to call any time at 866-342-6892. This Optum Help Line is staffed by professionally trained mental health experts. It is free of charge and open to anyone.

Get help to understand your benefits

If you have questions about your benefits, sign in to your health plan account or call the number on your member ID card. We can help you understand your coverage, find a health care provider or connect you with a nurse. 

Disclaimer

The benefits described on this website describe federal requirements and UnitedHealthcare national policy, additional benefits may be available in some states and under some plans. 

This page describes benefits we offer to all members in all states. They also include federal requirements. More benefits may be available in some states and under some plans. We have created rules and practices that may apply to some of our products at this time. The information is a summary and is subject to change. For more information, contact your account representative  or call the number on your member ID card.