What conditions are appropriate for a 24/7 video visit?

Bronchitis and coughs
Cold and flu symptoms
Diarrhea
Pink eye
Rashes
Seasonal allergies
Sinus infections
Tick bites
Urinary tract infections
Vaginal yeast infections

How do I schedule a telehealth visit?

Call your provider and ask whether a telehealth visit is right for you. If your provider offers telehealth services, their office can schedule your appointment and let you know anything you need for it.

Does my provider have to work at UPMC for me to use telehealth?

No. All of the providers in UPMC Health Plan’s network can use telehealth to care for you. That said, not all providers participate in telehealth. If you want to find a participating provider, we can help! For details, see the “How do I find a participating telehealth provider?” section.

My provider’s office says it can’t/won’t offer telehealth. Why?

Telehealth may not be the best option for the type of care you need. Your provider may not think it is right for you or may be unsure about telehealth.

We are working to educate providers about telehealth, its importance, and its benefits. To find providers that participate in telehealth, see the “How do I find a participating telehealth provider?” section.

How do I find a participating telehealth provider?

Our Health Care Concierge team can help you find a participating provider, or you can search for one by using our online directory. Here’s how:

Go to our online provider network.
Follow all the prompts, then click Search.
A list of providers will appear. You can filter your results by clicking Virtual Visits at the top of the list.
Providers that offer telehealth have an indicator that reads “Offers virtual visits (telehealth).”

Other insurance companies offer Teladoc or Doctor on Demand. Does UPMC Health Plan?

We do not offer Teladoc or Doctor on Demand because these platforms offer providers from different companies. This means you may not be able to see the same provider again, and the medical record of your visit might not be available to other providers.

We don’t think that will result in the best experience for you. That’s why we offer 24/7 video visits* and access to MyUPMC. Both are great telehealth platforms you can use to have a video visit with a UPMC doctor. By using these services, you are ensuring that the provider you see today and any you see in the future can review your up-to-date medical record. For details, see the “What’s the difference between MyUPMC and 24/7 video visits?” section.

How do I log in to 24/7 video visits?*

Search “UPMC Health Plan” in the App Store or Google Play™. Once you find the app, click Install.
If you already have a Health Plan Login, enter your email address and password.
If you don’t have an account, click Register.

How do I start a 24/7 video visit using the UPMC Health Plan app?

Open the UPMC Health Plan app and log in.
Select the Care menu, then video visits.

You can also log in to 24/7 video visits from your computer through the UPMC Health Plan member site. Just make sure you know where your camera, microphone, and speakers are.

How do I download and log in to the MyUPMC app?

Search “MyUPMC” in the Apple App Store or Google Play. Once you find the app, click Install.
If you already have an account, click Log In.
If you don’t have an account, click Create Account under Log In and complete the form.

If you have any questions or need help using MyUPMC, you can call the MyUPMC support line at 1-866-884-8579 (TTY: 711).

I’ve scheduled a virtual visit with my doctor through MyUPMC. How do I log in to the app to start the visit?

Open the MyUPMC app and click Log In.
A screen will appear with six options at the top. Click Get Virtual Care.
Click Go to Appointments to see your scheduled visit.
Find your appointment and click Begin Visit. This button will not appear until 30 minutes before your scheduled appointment. You will be in a virtual waiting room until your provider starts the visit.
If you receive a message that says Cannot Begin Video Visit, go to your phone’s settings and select the MyUPMC app to adjust the camera and microphone permissions.

You can end the visit by pressing the red end call button.

You can also log in to MyUPMC from your desktop computer. Just make sure you know where your camera, microphone, and speakers are. You will have the chance to test them while you are waiting for your visit to begin.

Go to MyUPMC.com.
Click Log In or Create Account.
Click Video Visits (under Get Care on the homepage), then follow the prompts.

If you have any questions or need help using MyUPMC, you can call the MyUPMC support line at 1-866-884-8579 (TTY: 711).

What’s the difference between MyUPMC and 24/7 video visits?*

MyUPMC video visits are scheduled in advance. In contrast, 24/7 video visits do not require an appointment. They are for immediate, nonemergency needs and are available 24/7, often with wait times of less than 10 minutes.

Please note that 24/7 video visits are not for emergencies and should not replace a regular visit with your primary care provider or other providers.

Can I see a new doctor for the first time via telehealth?

Yes. If your provider thinks it is clinically appropriate for you to be seen via telehealth, you can have your initial visit using this method.

If you have any questions that were not answered here, please call the Health Care Concierge team at the phone number on your health insurance ID card.

*Members who are in Pennsylvania at the time of a virtual visit may select a UPMC-employed provider, subject to availability and discretion of the provider. Members located outside of Pennsylvania at the time of service or those who select Talk Therapy or Psychiatry services will receive care from a provider employed or contracted by Online Care Network II PC (OCN), also known as Amwell Medical Group. It is at the discretion of OCN providers to choose whether to treat patients ages 0 to 2. OCN is not an affiliate of UPMC. Limitations may apply for members of ASO plans that have opted out of coverage. Talk Therapy or Psychiatry services through 24/7 video visits are not covered services for UPMC Community HealthChoices participants, UPMC for You members, or UPMC for Kids members. UPMC Children’s 24/7 video visits are not available outside of Pennsylvania. If a member is under the age of 18, the member’s parent or legal guardian must be with the member during the video portion of the visit, and the child and parent or legal guardian must be in Pennsylvania during the visit. Providers are not available to treat members who are in Puerto Rico.

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Telehealth FAQs

For Our Government Plan Options

Shop for a Plan

Member Login

Contact Us

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Individual Sales

Group Sales

Group Sales

Individual Producer Support

Commercial Producer Relations

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