Telemedicine FAQs

What is Telemedicine?

Telemedicine is real-time care by a doctor anytime and anywhere using your phone, mobile device, or computer.* You can have video "visits" with a doctor anytime, and can consult with a dietitian during business hours. It's easy to use, private, secure, and free.

*Telemedicine is administered by Amwell

Who is eligible for this benefit?
  • EmblemHealth Essential Plan members
  • EmblemHealth Qualified Health Plan members (Metal plans)
What is the cost?

Telemedicine is included in your plan as a free service for all “metal” plans. For Basic (catastrophic) plan, telemedicine is no cost after deductible is met.

Can I use Telemedicine when I’m traveling?

Telemedicine is great when you’re on the road for vacation or work. It is available in most states. However, some states do not allow telemedicine or prescribing of medication via the program. For a full list of where Amwell is available when you travel, visit: http://info.americanwell.com/where-can-i-see-a-doctor-online.
While you’re away, if you need to speak to a doctor in a state where this program is allowed, visit www.amwell.com

How do I sign up?
There are 3 easy ways to sign up:
  1. Download the iOS or Android App by searching "Amwell"
  2. Sign up online at www.amwell.com
  3. Sign up by calling 1-855-818-DOCS (1-855-818-3627)
How do I register?
  1. Select EmblemHealth as your health plan
  2. Provide your member ID number, which appears on your ID card
How do I add my spouse?

Your spouse should create a separate account to enroll.

How do I add a child to my account?

Parents and guardians can add their children who are under age 18 to their account. Enroll yourself first and then add your child or dependent to your account.

What do I do if I have a child over 18 who is still on my health insurance?

They should enroll as an adult and create their own separate account.

Questions & Assistance

If you have any other questions, please call or email our support team at 1-855-818-DOCS (1-855-818-3627) or support@americanwell.com.

Medical:

When can I see a primary care physician (PCP) through Telemedicine?

Telemedicine can be used any time, day or night. It is available 24/7, 365 days a year by mobile device, phone, or computer. It is specifically for non-urgent situations.

When can I use Telemedicine?
Here are some examples of non-urgent situations when you can take advantage of your Telemedicine benefit:
  • I should probably see a doctor, but can’t fit it into my schedule
  • My doctor’s office is closed
  • I feel too sick to drive
  • I have children at home and don’t want to bring them with me
  • It's difficult for me to get a doctor's appointment
  • I'm on business travel and stuck in a hotel room
In case of a medical emergency, go directly to your nearest emergency room.

What do you get?
  • Your choice of trusted, U.S. board-certified primary care physicians (PCPs)
  • Video visits using the web or mobile iOS or Android app
  • Consultation, diagnosis—even prescriptions (when appropriate)
Who are the doctors?
Clinical services are provided by the Online Care Group, the nation’s first and largest primary care group devoted to Telemedicine. These doctors:
  • Average 15 years of experience in primary and urgent care
  • Are U.S. board-certified, licensed and credentialed
  • Have profiles, so you can see their education and practice experience
  • Are rated by other patients, so you can review and select the doctor who meets your needs
What can doctors treat on Telemedicine?
On Telemedicine, you can take care of common issues like:
  • Pinkeye
  • Strep throat
  • Flu
  • Gout
  • Urinary Tract Infection (UTI)
  • Rashes
  • Sprains
  • Allergies
  • Sinus infection
  • Migraines
  • Bronchitis
  • Stomach flu
  • Hypertension
  • Pneumonia

Dietitian:

When can I see a dietitian through Telemedicine?

You can consult with a dietitian Monday - Friday 9 am – 11 pm EST and Saturday 10 am - 6 pm EST by mobile device, phone, or computer. It is specifically for non-urgent situations.

In case of a medical emergency, go directly to your nearest emergency room.

When should I see a dietitian?
You can speak to a registered dietitian for personalized advice and diet plans based on your goals and health concerns.
Some common concerns that a dietitian can address online include:
  • Weight loss
  • Gluten free diets
  • High cholesterol
  • Vitamins and supplements
  • Digestive disorders
  • Pregnancy diets
  • Sports nutrition
  • High blood pressure
  • Food allergies
  • Pediatric nutrition
  • Vegetarian diets
  • Meal planning
Who are the dietitians?

All of the dietitians are registered dietitians. They have been hand-selected and certified in Telemedicine to deliver the best nutritional advice to you and your family.

How long is a typical online nutrition counseling visit with a dietitian?

A typical nutrition visit is 30 minutes, but you can schedule follow-up appointments with your dietitian/nutritionist of choice should you need more than one session to address your concerns.