- About virtual visits
- When should I use virtual visits?
- Access virtual visits
- Frequently asked questions
About virtual visits
UnitedHealthcare virtual visits, also referred to as virtual care services, let you see and talk to a doctor by phone or video from your mobile device or computer without an appointment, any time. Virtual visits are a great option for when your doctor is not available, if you get sick while traveling or if you're considering visiting a hospital emergency room for a non-emergency health condition. During a virtual visit, you will be able to talk to a doctor about your health concerns, symptoms and treatment options. Most visits take about 10-15 minutes and doctors can write a prescription*, if needed, that you can pick up at your local pharmacy.
*Prescription services may not be available in all states.
When should I use virtual visits?
There are many conditions commonly treated through a virtual visit. Doctors can diagnose and treat a wide range of non-emergency medical conditions, including:
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Virtual visits are not appropriate for emergency situations, injuries like sprains or broken bones that require bandaging, complex or chronic conditions or anything requiring an exam or a test.
Access virtual visits
Columbia Custom Network Plan
Visit MU Health's video visits webpage for additional information.
All medical insurance plans
Visit the UHC website and login using your myUHC name and password, or login via the UnitedHealthcare app. Once logged in:
- Under the "common services and costs" section, find "virtual visits." Review the in-network cost you'll pay for your care and then select "access virtual visits."
- Choose a provider from the list generated by UHC. You'll be redirected to the provider's website if you're using a web browser or their app if using the UnitedHealthcare app.
- Once on the provider page, register and request a virtual visit. You'll pay your portion of the service costs according to your medical plan and be placed in a virtual waiting room.
Note: You also have the option of going directly to the virtual visit provider's website or app to access care. You can download their app directly. Virtual visits are covered under your health plan benefits either way you decide to access care.
Frequently asked questions
Coverage and payment
Are virtual visits covered under my health plan? What kinds of medical services can be provided using a virtual visit?
Yes, when you use one of the provider groups in our virtual visit network, you have benefit coverage for certain non-emergency medical conditions like the flu, colds, pink eye, rashes and fevers.
How much and when will I have to pay for a virtual visit?
Your member cost share amount will vary depending on your plan. Please refer to your specific plan documents to determine what your member cost share will be. Applicable costs must be paid by you at the time of the virtual visit and will apply toward your deductible and out-of-pocket maximum. You can use a credit or debit card to pay, including a health savings account debit card if you have one. Use the health care cost estimator tool on myuhc.com® for more specific information about provider group costs.
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?
Not 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.
Can my child or underage dependent use virtual visits?
Yes. 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.
Providers
Where can I find out what providers are in the virtual visit network and how do I access them?
For information about what virtual visit provider groups are in the network, including the states in which each provider group operates, log in to myuhc.com. You also can access the provider groups through the UnitedHealthcare app or by going directly to a network virtual visit provider group’s mobile app or website.
Am I required to have a Primary Care Provider (PCP) in order to use a virtual visits network provider?
No, it is not a requirement and you do not need a referral to use a virtual visit.
Experience
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?
Virtual 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.
What happens once I reach the virtual visit provider group’s website? What happens during an actual virtual visit?
The 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. * Prescription services may not be available in all states.
Are additional languages (besides English) supported by virtual visit provider groups?
Yes. Specifics vary by virtual visit provider group. All virtual visit provider groups offer some Spanish-speaking physicians, although not in all states. Additional information is available at each virtual visit provider group’s website.
Privacy
Will virtual visit information be shared with my 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.
How safe is the information being shared during a virtual visit appointment?
UnitedHealthcare 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.
Prescriptions
If the virtual visit provider writes a prescription for me, how do they get the prescription to my local pharmacy?
Virtual 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.
Technical issues
I have the UnitedHealthcare app downloaded on my phone but I can’t see the virtual visits content.
You might have to update the app to the latest version. You can download the latest version via the Apple® App Store® or Google PlayTM store for Android® devices, or update your setting to get automatic updates.
Reviewed 2022-09-26
