Telehealth FAQs

General Information

  1. What is Telehealth?
    Telehealth offers immediate access to doctors who provide convenient non-urgent medical care via a computer, mobile device or phone. This service does not replace the care of your primary doctor. Telehealth shouldn’t be used if you need emergency care or a biometric screening (like a BMI [body mass index] or blood pressure check), or if your care requires a review of your medical records or X-rays.
  2. Who can use this service?
    You must be an eligible EmblemHealth member to use this service. The Telehealth benefit is covered under EmblemHealth’s 2015 individual and family plans and our 2015 plans for small businesses (groups with 2 to 50 employees) — both on and off the NY State of Health marketplace. If you’re unsure of your plan type, call the number on the back of your member ID card and we’ll help you find out whether you’re eligible.
  3. When can I start using Telehealth?
    Coverage for the Telehealth service began January 1, 2015. If you’re eligible, you can access this service 24 hours a day, 7 days a week, 365 days a year.
  4. Sounds great! How do I enroll?
    To get started, create an account online or download the Amwell app for iOS or Android. Be sure to choose EmblemHealth as your health plan and to provide your member ID number.
  5. Will my health information be kept private?
    Yes. Your health information will be kept confidential through a secure design that follows privacy laws.
  6. I have a question about this service. How do I get answers?
    To find out more about Telehealth, call the Customer Service number on the back of your member ID card or visit the American Well website.


  1. What type of care will I be receiving?
    In most cases, doctors can review medical history, diagnose medical conditions and provide non-urgent medical care. If you experience symptoms that need immediate attention, seek emergency care at a hospital or call 911.
  2. Is Telehealth included in my plan costs?
    Telehealth is a covered benefit for eligible plan members. If you’re eligible, you can use this service without needing to meet your deductible first, if you have one. You’ll pay just a $10 copay to speak with a doctor or a $5 copay to speak with a registered dietitian. For EmblemHealth’s Select Care Basic plan (the catastrophic plan), the member is responsible for the full cost of the visit ($49) until meeting the plan deductible. Once the deductible is met, the member is only responsible for the copay.
  3. How long will I wait to see a doctor?
    With Telehealth, you’ll be able to connect immediately with a doctor in your state. You’ll also be able to schedule an appointment if you want to speak with a specific doctor who’s unavailable when you sign in or call.
  4. Do I still have to see my primary care doctor?
    Yes. Telehealth doesn’t replace the care of your primary doctor. Only your doctor can provide the complete range of medical care you need to stay up-to-date on your health needs.
  5. Can I get a prescription?
    Yes. You can get a prescription from Telehealth doctors, but only in US states where Telehealth prescriptions are permitted — including New York State. Registered dietitians cannot prescribe medicine.
  6. What happens if I get disconnected? Will I have to pay twice?
    No. If you get disconnected, the doctor you were talking to will contact you either by phone or secure email messaging. You won’t be charged twice. If the provider can’t reach you, the initial fee may be waived, too.


  1. Who are the Telehealth doctors?
    All the Telehealth doctors are licensed and board certified, with an average of 15 years of medical practice. They work in primary care, family medicine, nutrition and other medical areas.
  2. Can I choose my Telehealth doctor?
    Yes. You can choose to see any of the Telehealth doctors available in your state. You can explore the list of doctors on the American Well website, as well as their ratings and profiles — which tell you about their education and clinical experience.
  3. Can registered dietitians diagnose my condition?
    No. Registered dietitians do not diagnose medical conditions, prescribe medicine or give biometric screenings. They offer nutritional guidance and can work with you to develop personalized meal plans, grocery lists and recipes.