Telehealth visits

Telehealth visits (virtual services) allow members to receive primary, specialist or urgent care using a computer, phone and/or tablet.

All members have access to expanded telehealth (virtual services). In addition, most members have standard telehealth benefits. (See the Standard telehealth section below.)

Telehealth services can be provided if the services:

  • Are safely and effectively delivered virtually
  • Meet existing coverage criteria, including pre-authorization requirements and medical necessity
  • Are rendered by a provider who meets our credentialing criteria, including:

    • Providers must be licensed in both the state where the member is located, as well as the state where the provider is physically located.
    • Providers must physically provide telehealth services within our service area (home or clinic setting).
      • Providers who conduct telehealth services from their homes within our service area can use a registered agent address.
      • Providers who reside outside our service area must conduct telehealth services from a location within our service area (e.g., clinic location).
      • The provider’s address cannot be a P.O. box.

Learn more about our credentialing requirements for providers who conduct telehealth services.

Note: Effective April 1, 2022, through December 31, 2022, telehealth services may be covered pre-deductible for members on a participating administrative services only (ASO) group with a health saving account- (HSA-) eligible plan.