HealthSelect
of Texas
SM
VIRTUAL VISITS
Access to immediate care online, anytime
When you don’t feel well or your child is sick, the last thing you want to do
is leave the comfort of home. Now, you don’t have to.
t
Y
our primary care doctor is not
available — a virtual visit should not be
used in place of regular visits to your
primary care doctor
t
Use virtual visits when:
Y
ou become ill while traveling
t
A virtual visit lets you see and talk to a doctor in the virtual provider network
from your mobile device or computer when you need non-emergency medical
attention. No appointment or referral is needed. Virtual visits are covered as
part of your health benefits when you use a provider who participates in our
virtual visit network:
Y
ou are considering visiting a hospital
emergency room or urgent care facility
for a non-emergency health condition
• You pay a $10 copay per visit for In-Area participants.
• You
pay 30 percent coinsurance after the $200 plan deductible for
Out-of-Area participants.
• You
pay 20 percent coinsurance after the $2,100 plan deductible for
Consumer Directed HealthSelect participants.
• Virtual visits provided by non-contracted providers are not covered.
Common conditions
• Rash
• Fever
• Sinus problems
• Bronchitis
• Migraine/headaches
• Sore throat
• Cold/flu
• Pink eye
• Stomachache
Access virtual visits
To find a virtual visit provider, log in to myuhc.com/hs and click on the
Virtual Visits link on the home page. You can also find providers using the
UnitedHealthcare Health4Me® app.
To learn more, log in to myuhc.com/hs.
t
• Diarrhea
A
nything requiring an exam or test
t
• Bladder
infection/
urinary tract infection
See your primary care
doctor for:
C
omplex or chronic conditions
t
Virtual visit doctors can diagnose and treat a wide range of non-emergency
conditions, including:
Injuries requiring bandaging or
sprains/broken bones
Frequently asked questions
Q: Are virtual visits covered under my health plan?
What kinds of medical services can be provided
using a virtual visit?
A: Y
es, when you use one of the provider groups in our
virtual visit network, you have benefit coverage for a
wide range of non-emergency medical conditions,
including the flu, fever, bladder infection, sinus
problems, sore throat, stomachache, pink eye,
rashes and fevers. For In-Area participants, you pay
a $10 copay per visit. For Out-of-Area participants,
you pay 30 percent coinsurance after satisfying
the $200 deductible. For Consumer Directed
HealthSelect participants, you pay 20 percent
coinsurance after satisfying the $2,100 deductible.
Virtual visits provided by non-contracted providers
are not covered.
Q: How much and when will I have to pay for a
virtual visit?
A: A
pplicable costs must be paid by you at the time of
the virtual visit and will apply toward your deductible
(if applicable) and out-of-pocket maximum. You can
use a credit or debit card to pay, including a flexible
spending account or health savings account card if you
have one. Use the health care cost estimator tool on
myuhc.com/hs for more specific information about
provider group costs.
Q: Where can I find providers who are in the virtual
visit network and how do I access them?
A: F
or information about what virtual visit provider groups
are in the network, log in to myuhc.com/hs and click
on the Virtual Visits link on the home page. You also can
access the provider groups through the Health4Me app.
Q: What should I consider when choosing a network
virtual visit provider?
A: Y
ou are able to choose from any of our network virtual
visit providers. Some things to consider when choosing
a virtual visit provider are listed below:
• D
oes the provider group serve your state?
• O
n average, how much experience do the
physicians in the provider group have?
• D
o you like the provider group’s website and/or
mobile app experience?
• H
ow is the provider’s mobile app rated by
other consumers?
• H
ow much will you pay for a virtual visit?
Q: Some virtual visit provider groups list other
services like nutrition counseling, lactation
services, therapy and psychology services. Are
these covered under my virtual visit benefit?
A: N
ot at this time. While you can choose to receive these
additional services from the virtual visit provider, the
services will not be covered under your virtual visit
benefit and you will be responsible for the full cost.
The costs for these services will not count toward your
deductible (if applicable) or out-of-pocket maximum.
Q:What happens once I reach the virtual visit
provider group’s website? What happens during
an actual virtual visit?
A: T
he first time you use a virtual visit provider you
will need to set up an account with that virtual visit
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 have a virtual visit, 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.
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: V
irtual visit provider groups are expected to deliver care
within 30 minutes or less from the time of a patient’s
request. You also are able to schedule an appointment
for another time with a virtual visit doctor.
Q:Will virtual visit information be shared with my
primary care physician (PCP)?
A: W
hile you do not have to share information from your
virtual visit with your PCP, we encourage you to provide
your PCP information to the virtual visit provider so that
virtual visit records can be sent directly to your PCP.
You also may be able to access your virtual visit record
with the virtual visit provider group, so you can provide
the records directly to your PCP or other health care
providers as desired.
Q:Am I required to have a PCP in order to use a
virtual visit network provider?
A: N
o, it is not a requirement and you do not need a
referral to use a virtual visit.
Q:How safe is the information being shared during
a virtual visit appointment?
A: U
nitedHealthcare requires all network providers,
including virtual visit providers, to comply with all
applicable laws, including laws relating to the security
and confidentiality of patient information. 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 determine the manner
and means by which they meet these privacy and
security requirements. Additional information regarding
security and privacy is available at each virtual visit
provider group’s website.
Q:If the virtual visit provider writes a prescription
for me, how do they get the prescription to my
local pharmacy?
A: V
irtual visit doctors use e-prescribing to submit
prescriptions to the pharmacy of your choice. Costs for
prescription drugs are based on, and payable under,
your pharmacy benefit. They are not covered as part
of your virtual visit benefit. Not all virtual visits will result
in the issuance of a prescription. Prescriptions are
provided only when appropriate. Prescription services
are not available in all states.
Q:Are additional languages (besides English)
supported by virtual visit provider groups?
A: Y
es. Specifics vary by virtual visit provider group.
All virtual visit provider groups offer some Spanishspeaking physicians, although not in all states.
Additional information is available at each virtual visit
provider group’s website.
Q:Are there system requirements and components
that are necessary when using a virtual
visit provider?
A: Y
es. Your device will need to have both audio and
video components and Internet access is required.
Check the provider’s website or app information for
system requirements.
Q:Can my child or underage dependent use
virtual visits?
A: Y
es. In general, a parent or legal guardian must be
present when the virtual visit is conducted with a minor
dependent who is covered under your plan.
Administrative services provided by United HealthCare Services, Inc., or its affiliates.
Access to virtual visits and prescription services may not be available in all states or for all groups. Go to myuhc.com/hs for more information about availability
of virtual visits and prescription services. Always refer to your plan documents for your specific coverage. Virtual visits are not an insurance product, health care
provider or a health plan. Virtual visits are an Internet-based service provided by contracted UnitedHealthcare providers that allow members to select and interact
with independent physicians and other health care providers. It is the member’s responsibility to select health care professionals. Care decisions are between the
consumer and physician. Virtual visits are not intended to address emergency or life-threatening medical conditions and should not be used in those circumstances.
Services may not be available at all times or in all locations. Members have cost share responsibility and all claims are adjudicated according to the terms of the
member’s benefit plan. Payment for virtual visit services does not cover pharmacy charges; members must pay for prescriptions (if any) separately.
PRJ1546 52614A-042016 5/16
UnitedHealthcare Services, Inc., on behalf of itself and its affiliated companies complies with
applicable Federal civil rights laws and does not discriminate on the basis of race, color, national
origin, age, disability, or sex. UnitedHealthcare does not exclude people or treat them differently
because of race, color, national origin, age, disability, or sex.
UnitedHealthcare provides free aids and services to people with disabilities to communicate
effectively with us, such as:
• Qualified sign language interpreters
• Written information in other formats (large print, audio, accessible electronic formats,
other formats)
• Provides free language services to people whose primary language is not English, such
as: Qualified interpreters
• Information written in other languages
If you need these services, please call toll-free 866-336-9371, TTY 711, Monday through Friday, 8
a.m. to 7 p.m. CT and Saturday, 7 a.m. to 3 p.m. CT.
If you believe that the Company has failed to provide these services or discriminated in another way
on the basis of race, color, national origin, age, disability, or sex, you can file a grievance in writing
by mail or email. A grievance must be sent within 60 calendar days of the date that you become
aware of the discriminatory action and contain the name and address of the person filing it along with
the problem and the requested remedy.
A written decision will be sent to you within 30 calendar days. If you disagree with the decision, you
may file an appeal within 15 calendar days of receiving the decision.
Civil Rights Coordinator
P.O. Box 30608
Salt Lake City, UT 84130
[email protected]
If you need help filing a grievance, please call toll-free 866-336-9371, TTY 711, Monday through
Friday, 8 a.m. to 7 p.m. CT and Saturday, 7 a.m. to 3 p.m. CT.
Your can also file a complaint directly with the U.S. Dept. of Health and Human services online, by
phone or mail:
Online https://ocrportal.hhs.gov/ocr/portal/lobby.jsf
Complaint forms are available at http://www.hhs.gov/ocr/office/file/index.html.
Phone: Toll-free 1-800-868-1019, 800-537-7697 (TDD)
Mail: U.S. Dept. of Health and Human Services. 200 Independence Avenue, SW Room 509F, HHH
Building Washington, D.C. 20201
You have the right to get help and information in your language at no cost. To request an interpreter,
please call toll-free 866-336-9371, TTY 711, Monday through Friday, 8 a.m. to 7 p.m. CT and
Saturday, 7 a.m. to 3 p.m. CT.
This letter is also available in other formats like large print. To request the document in another
format, please call toll-free 866-336-9371, TTY 711, Monday through Friday, 8 a.m. to 7 p.m. CT
and Saturday, 7 a.m. to 3 p.m. CT.
1
2
3
Spanish
Tiene derecho a recibir ayuda e información en su idioma sin costo. Para
solicitar un intérprete, llame al número de teléfono gratuito para miembros
que se encuentra en su tarjeta de identificación del plan de salud y presione
866-336-9371 TTY 711
Vietnamese Quý vị có quyền được giúp đỡ và cấp thông tin bằng ngôn ngữ của quý vị
miễn phí. Để yêu cầu được thông dịch viên giúp đỡ, vui lòng gọi số điện thoại
miễn phí dành cho hội viên được nêu trên thẻ ID chương trình bảo hiểm y tế
của quý vị, bấm số 866-336-9371 TTY 711
Chinese
您有權利免費以您的母語得到幫助和訊息。洽詢一位翻譯員，請撥打您
健保計劃會員卡上的免付費會員電話號碼，再按 866-336-9371。聽力語
言殘障服務專線 711
4
Korean
5
Arabic
6
Urdu
7
Tagalog
8
French
9
Hindi
귀하는 도움과 정보를 귀하의 언어로 비용 부담없이 얻을 수 있는 권리가
있습니다. 통역사를 요청하기 위해서는 귀하의 플랜 ID카드에 기재된
무료 회원 전화번호로 전화하여 866-336-9371 번을 누르십시오. TTY 711
،‫ ﻟﻄﻠﺐ ﻣﺘﺮﺟﻢ ﻓﻮري‬.‫ﻟﻚ اﻟﺤﻖ ﻓﻲ اﻟﺤﺼﻮل ﻋﻠﻰ اﻟﻤﺴﺎﻋﺪة واﻟﻤﻌﻠﻮﻣﺎت ﺑﻠﻐﺘﻚ دون ﺗﺤﻤﻞ أي ﺗﻜﻠﻔﺔ‬
‫اﺗﺼﻞ ﺑﺮﻗﻢ اﻟﮭﺎﺗﻒ اﻟﻤﺠﺎﻧﻲ اﻟﺨﺎص ﺑﺎﻷﻋﻀﺎء اﻟﻤﺪرج ﺑﺒﻄﺎﻗﺔ ُﻣﻌ ّﺮف اﻟﻌﻀﻮﯾﺔ اﻟﺨﺎﺻﺔ ﺑﺨﻄﺘﻚ‬
711 (TTY) ‫ اﻟﮭﺎﺗﻒ اﻟﻨﺼﻲ‬.866-336-9371‫ واﺿﻐﻂ ﻋﻠﻰ‬،‫اﻟﺼﺤﯿﺔ‬
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TTY 711 ‫ دﺑﺎﺋﯿﮟ۔‬866-336-9371 ،‫ﮨﮯ‬
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nang walang bayad. Upang humiling ng tagasalin, tawagan ang toll-free na
numero ng telepono na nakalagay sa iyong ID card ng planong
pangkalusugan, pindutin ang 866-336-9371 TTY 711
Vous avez le droit d'obtenir gratuitement de l'aide et des renseignements dans
votre langue. Pour demander à parler à un interprète, appelez le numéro de
téléphone sans frais figurant sur votre carte d’affilié du régime de soins de
santé et appuyez sur la touche 866-336-9371 ATS 711.
आप के पास अपनी भाषा म� सहायता एवं जानकार� �न:शुल्क प्राप्त करने का
अ�धकार है । दभ
ु ा�षए के �लए अनुरोध करने के �लए, अपने है ल्थ प्लान ID
काडर् पर सच
ू ीबद्ध टोल-फ्र� नंबर पर फ़ोन कर� , 866-336-9371 दबाएं। TTY
711
11 German
‫ ﺑرای‬.‫ﺷﻣﺎ ﺣق دارﯾد ﮐﮫ ﮐﻣﮏ و اطﻼﻋﺎت ﺑﮫ زﺑﺎن ﺧود را ﺑﮫ طور راﯾﮕﺎن درﯾﺎﻓت ﻧﻣﺎﯾﯾد‬
‫درﺧواﺳت ﻣﺗرﺟم ﺷﻔﺎھﯽ ﺑﺎ ﺷﻣﺎره ﺗﻠﻔن راﯾﮕﺎن ﻗﯾد ﺷده در ﮐﺎرت ﺷﻧﺎﺳﺎﯾﯽ ﺑرﻧﺎﻣﮫ ﺑﮭداﺷﺗﯽ ﺧود‬
TTY 711 .‫ را ﻓﺷﺎر دھﯾد‬866-336-9371 ‫ﺗﻣﺎس ﺣﺎﺻل ﻧﻣوده و‬
Sie haben das Recht, kostenlose Hilfe und Informationen in Ihrer Sprache zu
erhalten. Um einen Dolmetscher anzufordern, rufen Sie die gebührenfreie
Nummer auf Ihrer Krankenversicherungskarte an und drücken Sie die 866336-9371 TTY 711
12 Gujarati
તમને િવના � ૂલ્યે મદદ અને તમાર� ભાષામાં મા�હતી મેળવવાનો અિધકાર છે .
10 Persian
�ુભાિષયા માટ� િવનંતી કરવા, તમારા હ�લ્થ પ્લાન ID કાડર્ પરની � ૂચીમાં
આપેલ ટોલ-ફ્ર� મેમ્બર ફોન નંબર ઉપર કોલ કરો, 866-336-9371 દબાવો.
TTY 711
13 Russian
14 Japanese
15 Laotian
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上、866-336-9371を押してください。TTY専用番号は 711です。
່ີ ຈະໄດ
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ທ
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ັ ນພາສາຂອງທ
່ ານມ
້ ຮັບການຊ
່ ວຍເຫ
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ີ ິ ສດທ
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່
່
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່ າໃຊ
້ ຈ
່ າຍ. ເພ
ໍ ຮ
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່
ສະມາຊ
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່ ານ,ກ
ິ ກທ
ີ ໄດ
ິ ກຂອງທ
ົ ດເລກ 866-336-9371 TTY
711