Getting the Right Care at the Right Time
If you or your child has an emergency health situation, call 911, go to the nearest emergency room or call the local ambulance service. In an emergency, you can seek care from any emergency department, even if the hospital is not in your network.
If you or someone you know is having suicidal thoughts, or a mental health or substance use crisis, call or text 988 for the Suicide & Crisis Lifeline or visit 988Lifeline.org to chat.
Primary care provider
Care by appointment
When you don’t feel well, you should call your primary care provider (PCP).Your PCP coordinates and manages your overall care, knows your health history, and can help you access services to stay healthy.
PCP’s offer a variety of services, including:
- Care and advice when you don’t feel well.
- No-cost well-visits.1
- Screenings, vaccines, and other preventive services.
- Care coordination for tests or specialist care.
If you don’t have a PCP, you can select one today!2
Select your PCPHighlights:
In-person care
Health & wellness
Low cost
UPMC MyHealth 24/7 Nurse Line
Telephone support for nonemergency health concerns
UPMC nurses are available 24/7 at this no-cost helpline to help you decide if you or your covered dependents can treat your non-emergent symptoms at home or if you need to seek care.3 Call 1-866-918-1591 (TTY: 711) to talk to a nurse or store the number in your phone contacts for the next time you need care advice.
Highlights:
24/7 help by phoneProfessional, clinical decision support from UPMC nursesNo cost24/7 video visits
You and your child4 can use 24/7 video visits to get treatment for nonemergency conditions like cold and flu symptoms, allergies, or coughs. A provider can assess your condition and send a prescription to your pharmacy, if necessary.
Download the UPMC Health Plan app or log in on the member site to access 24/7 video visits!
Highlights:
24/7
Video visits
Low or no cost
Expert help to manage conditions and make lifestyle changes
Our Health and Wellness Services team of health coaches and care managers, experts with professional degrees or licenses, can help you learn about and manage your condition or make impactful lifestyle changes. They will take the time to understand your needs and listen to your goals.
You can work with a health coach to manage your weight, reduce your stress, improve your nutrition or sleep, and more. You can collaborate with a care manager to help you manage your diabetes symptoms, cardiovascular health, respiratory conditions, and other health conditions.
There are a number of ways to get started, including:
- Booking an appointment on our appointment calendar (phone or video)
- Calling 1-855-395-8762. TTY users should call 711. Help is available Monday through Friday from 8 a.m. to 6 p.m.
Learn more about our programs and how to connect with a team member.
Highlights:
No cost
Phone or virtual visit
Customized plan to achieve your goalseDermatology
Expert care when you need it for skin-related concerns
You can use this telehealth service to connect with board-certified, fellowship-trained UPMC dermatologists-no matter where you are in Pennsylvania.6 After you complete a questionnaire and upload photos, you’ll receive medical advice, a treatment plan, and a prescription if appropriate. Providers can treat acne, eczema, rashes, and other nonemergency skin conditions.
To start a visit, go to edermatology.upmc.com.
Highlights:
Easy access to dermatology care
Low cost 7Diagnosis and treatment plan within 3 daysBehavioral health support for anxiety and depression
Telephone support from a behavioral health care manager
UPMC licensed social workers and nurses can help you address your behavioral health needs by helping you develop skills to manage your symptoms by connecting you to treatment resources. Get started by calling UPMC Health Plan Behavioral Health Services at 1-888-777-8754 (TTY: 711), Monday through Friday from 8 a.m. to 5 p.m. All services are private and confidential.
UPMC for You and UPMC Community HealthChoices members are eligible for services through behavioral health managed care organizations (BH-MCOs) that are overseen by the Pennsylvania Department of Human Services’ Office of Mental Health and Substance Abuse Services. Call your Health Care Concierge team by calling the number on your ID card to get contact information for your BH-MCO.
Highlights:
Help by phone
Mental health supportOne-on-one
Emergency Care
24/7 care for life-threatening conditions
If you or your child has an emergency health situation, call 911, contact your local ambulance service, or go to the nearest emergency room.
Highlights:
24/7 accessCare for
life-threatening
conditions
Trained experts
Accessing care away from home
Nonemergency care
If you are traveling8 outside UPMC Health Plan’s service area and need nonemergency care, please contact the Health Care Concierge team at the phone number on your ID card or call 1-844-220-4785 (TTY: 711) Monday through Friday from 8 a.m. to 6 p.m. A Health Care Concierge can help you find an urgent care center or participating provider.
If you are traveling more than 100 miles from home—including to another country—you can use Assist America9 to connect to medical services and other resources.
Highlights:
Assistance with care when traveling1A separate copay may apply if additional medical services are received during these visits or if your screening results in identifying and treating a diagnostic issue.
2UPMC for You members and UPMC Community HealthChoices participants are advised to notify a Health Care Concierge after they change their PCP.
3UPMC nurses who answer calls are licensed to assist members in Pennsylvania, West Virginia, Maryland, New York, and Ohio. Members must be in one of those states when calling the UPMC MyHealth 24/7 Nurse Line. The UPMC My Health 24/7 Nurse Line is not a substitute for medical care. If an emergency arises, please call 911 or your local ambulance service, go to the nearest emergency room, or call or text the Suicide and Crisis Lifeline at 988. Nurses cannot answer plan or benefit questions. For plan or benefit information, please contact Member Services at the phone number on your ID card or call 1-844-220-4785 (TTY: 711) Monday through Friday from 8 a.m. to 6 p.m.
4Members who are in Pennsylvania at the time of a virtual visit may select a UPMC-employed provider, subject to the provider’s availability and discretion. Members who are not in Pennsylvania at the time of service may receive care from a provider employed by or contracted with UPMC. Limitations may apply for members of ASO plans who have opted out of coverage. A parent or legal guardian must be present during the video portion of the visit for children under age 18. It is at the discretion of providers employed or contracted by UPMC to choose whether to treat patients ages 0 to 2. 24/7 video visits for children ages 0 to 2 are unavailable from 11 p.m. to 7 a.m. in Pennsylvania. Hours may vary for visits with children under age 18 outside of Pennsylvania, and 24/7 video visits may be unavailable in those locations. This service is not available to members in Puerto Rico.
6eDermatology services are available only in Pennsylvania.
7eDermatology is available for UPMC for You members at no cost.
8For UPMC for Kids, UPMC Community HealthChoices, and UPMC for You members, coverage of care outside the service area is limited. For plan or benefit information, please contact the Health Care Concierge team at the phone number on your ID card or call 1-844-220-4785 (TTY: 711) Monday through Friday from 8 a.m. to 6 p.m.
9Assist America’s services are available to members of UPMC Health Plan commercial plans, UPMC for Life and UPMC for Life Complete Care (HMO-SNP). Assist America is not travel or medical insurance, and its services do not replace health coverage while you are away from home. All services must be arranged and provided by Assist America. For travel that will extend beyond 90 days, you can obtain additional Assist America coverage through the Expatriate/Extended Coverage program. Assist America charges a fee for this program.