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Telehealth FAQs

What is telehealth?

Telehealth is a secure, easy-to-use method that lets you share health care information or have a video visit with a health care provider from your home! It can be very helpful if you live far from your provider’s office or are too busy to go to an in-person appointment. For a telehealth visit, all you need is a smartphone, tablet, or computer with a camera. Some telehealth platforms let you send a secure message or photo through a website or mobile app. For example, UPMC eDermatology lets you send photos of your skin and get medical advice and a diagnosis from a dermatologist.

Talk to your provider to learn which telehealth services are available to you!

How is care delivered via telehealth?

Care can be delivered through these methods:

  • Live videoconferencing: This involves a two-way link between a patient and a provider in which each person can see and hear the other. You may hear your provider refer to it as synchronous.
  • Store and forward: This involves sending information or an image to a provider through a secure email or messaging service. The information is later analyzed, and the provider sends a diagnosis and treatment plan to the patient. An example of this is UPMC eDermatology.
  • Remote patient monitoring (RPM): This involves using an electronic device to record health and medical data for review by a provider in another location. This helps providers monitor their patients’ progress without having to see them in an office.

Does my plan cover telehealth?

UPMC Health Plan members have access to various telehealth platforms to make getting care easy. Your coverage will depend on your plan type.

UPMC Health Plan’s telehealth platforms include the following:

  • UPMC AnywhereCare*
    • Virtual visits are a covered benefit available 24/7 for UPMC Health Plan members of all ages. Members 18 and older can use UPMC AnywhereCare. Children ages 0-17 can use UPMC Children’s AnywhereCare with UPMC Children’s Hospital of Pittsburgh providers.** Review your Schedule of Benefits for cost information.
    • If you are referred for in-person care, your cost share will be waived.

Please note: UPMC for You (Medicaid), UPMC Community HealthChoices (CHC), and UPMC for Kids (CHIP) will not cover UPMC AnywhereCare telehealth services if you are outside Pennsylvania. You can still use the service, but you will be expected to pay the $59 retail cost per visit.

  • UPMC eDermatology
    • Members of all plans have UPMC eDermatology as a covered benefit.
    • The service is available for members who are 3 years and older.
    • You must be in Pennsylvania to use this service.

What conditions are appropriate for a UPMC AnywhereCare virtual visit?

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

You can also use UPMC AnywhereCare to get general medical advice.

Can I see a psychiatrist through telehealth?

UPMC AnywhereCare does not offer this service. If you currently see a psychiatrist, ask them about seeing you through a telehealth platform.

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, his or her 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).”

Can I use Skype or FaceTime to communicate with my provider? If so, will UPMC Health Plan pay for the visit?

Because of the COVID-19 pandemic, the Federal Office for Civil Rights is temporarily allowing providers to use non-HIPAA compliant platforms for telehealth visits. These platforms include, but are not limited to, Skype, FaceTime, Updox, VSee, Zoom for Healthcare, Google G Suit Hangouts Meet, Cisco, Webex Meetings/Webex Teams, Amazon Chime, and GoToMeeting. UPMC Health Plan will cover telehealth care received using these platforms for the remainder of the public health emergency.

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 UPMC AnywhereCare* and 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 accurate, up-to-date medical record. For details, see the “What’s the difference between MyUPMC and UPMC AnywhereCare video visits?” section.

How do I download and log in to the UPMC AnywhereCare* app?

  • Search “UPMC AnywhereCare” in the Apple App Store or Google Play. Once you find the app, click Install.
  • If you already have an account, enter your email address and password, then click Log In.
  • If you don’t have an account, click Sign Up for UPMC AnywhereCare under Log In and complete the form.

How do I start a visit using the UPMC AnywhereCare* app?

  • Open the UPMC AnywhereCare app and log in.
  • Select the type of care you need.
  • Click Get Started or select a specific provider.

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

  • Go to UPMCAnywhereCare.com.
  • Click Log In or Sign Up.
  • Select the type of care you need.
  • Select your provider and start your visit.

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 UPMC AnywhereCare* video visits?

MyUPMC video visits are scheduled in advance. In contrast, UPMC AnywhereCare 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.

UPMC AnywhereCare is not for emergencies and does 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.

*UPMC Health Plan members located in Pennsylvania at the time of virtual visit may select a UPMC-employed provider or a provider from Online Care Network II P.C. (OCN), subject to availability and discretion of the provider. Members located outside of Pennsylvania will receive service from OCN. OCN is not an affiliate of UPMC. Limitations may apply for members of ASO plans that have opted out of coverage.

**UPMC Children’s AnywhereCare is available only to patients who are in Pennsylvania. In order for a child to have a UPMC Children’s AnywhereCare visit, the child’s parent or legal guardian must be with the child during the video portion of the visit, and the child and parent or legal guardian must be in Pennsylvania during the visit. If you are located outside of Pennsylvania at the time of service, you may select the standard UPMC AnywhereCare module and you will receive care from a provider employed or contracted by Online Care Network II P.C. (OCN) at the discretion of the provider. OCN is not an affiliate of UPMC.

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