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The right care, right at home.

Talk to a licensed therapist or psychiatrist online.

(as permitted by applicable telehealth rules)

 

 

With virtual visits, you can

  • Schedule appointments at your convenience
  • Get confidential care without leaving home
  • Find support for depression, substance use and more

0:46 | Watch the video to learn more about virtual visits.

 

How it works

Step 1: Find a provider

Click on the "Get Started" button below to find a provider in your state. If a provider offers online scheduling, you will see a "Schedule an Appointment" link next to their name. If this is not available, you should call them directly to schedule.

Step 2: Schedule an appointment

You can schedule your appointment online or by phone. You’ll need Chrome, Safari or Firefox for online scheduling and virtual visits on your computer, smartphone or tablet. (Note: Online scheduling not available via Internet Explorer.)

Step 3: Prepare for your virtual visit

Use the video calling feature on your computer to see and talk to your provider face to face during your scheduled appointment. You will need a high speed internet connection.

Step 4: Meet with your chosen provider

Enjoy a private, confidential, and caring conversation with an expert trained to help with your issues and concerns. If you scheduled your appointment online, you received an email with a link. If you scheduled directly with your provider, please follow the instructions they gave you when you called them.


What is a virtual visit?
A virtual visit is a real time, online visit with a provider. Virtual visits are an additional way to see a provider, when in person visits may not be accessible or convenient.

What equipment will I need?
For a virtual visit, you'll need a desktop or laptop computer, tablet, or smartphone with a camera, and an internet connection.

Does my provider have to be licensed in the state where I’m located?
Yes. Your provider must be licensed in the state where you’re physically located in at the time of the visit.  The provider doesn’t necessarily have to be located in your state.

Can a psychiatrist prescribe medication if they’re located in a different state than me?
Psychiatrists can prescribe in the states where they’re licensed and as regulations allow.

How are virtual visits different than in-person visits?
There really is no difference as far as the quality of your visit goes. The same professional standards are followed, and studies show that the two are equivalent in terms of effectiveness and outcomes. The only difference is that the virtual visit takes place at home, work or any private location with internet connection.

Are virtual visits covered?
Virtual visits are offered as part of your benefits, subject to your co-pay or co-insurance after deductible is met. We recommend you check with your individual behavioral health coverage plan to verify your exact costs. EAP visits (virtual and in-person) are at no cost to the member.

How do I pay for my virtual visit?
If your provider is using the Optum platform, your copay will be collected about two hours before your visit. If applicable, any additional fees will be collected directly through your provider’s billing service after your virtual visit. If your provider is using their own technology, the provider will collect your copay before your visit and will bill you for additional fees through their own billing service. Providers who participate in Doctor on Demand and American Well will collect all fees before your visit.

Do EAP providers offer services via virtual visits?
Yes.

How do minors participate in virtual visits?
The minor member must log in with their HealthSafe ID. The provider will typically require that a parent or guardian be present for the first visit. Continued parent/guardian participation is up to the provider.

How is my privacy verified? How does the provider know the correct member is in the session?
The member must present their insurance ID card for verification.

Are virtual visit sessions recorded?
No. Providers do not record virtual visits sessions.

How can I view my virtual visits claim information?
Claims information can be found on the Claims page on Liveandworkwell.com, the same place you find claims for in-person visits.

Can I use my smartphone or tablet for virtual visits?
Yes. We recommend you check with individual providers what technology you can use before your appointment.

 

Please note:

Optum virtual visits are HIPAA compliant.

Medication can only be prescribed by a licensed psychiatrist authorized to do so in the state where you receive services. State regulatory requirements apply.

Members who have behavioral health coverage through Optum are eligible to use virtual visits as a form of therapy.

Services are subject to the same co-pay or co-insurance rate (after deductible) that would apply to an in-person visit. These services are not an add-on benefit but rather a treatment option available to covered Optum members.

Services are delivered by a network provider who has been authorized by Optum and licensed to provide this service in the state in which you receive services.

Scheduled online appointments with a mental health provider take place via a secured Internet-based connection.

Virtual visits clinicians evaluate as well as treat general mental health conditions. Services include evaluation, therapy and medication management.

Network providers delivering virtual visits services are required to follow best practices consistent with the American Psychological Association (APA), American Telemedicine Association (ATA) and other best practice guidelines. Therefore industry-standard encryption schemes are applied to all data streams that pass between provider and member to ensure unauthorized third parties cannot record, listen in on or take part during the online visit, and that all member information remains confidential.  The  service is confidential in accordance with the law.