Teladoc Frequently Asked Questions

Common Questions

• What is Teladoc?

  Teladoc provides you with access to family doctors, therapists, and psychiatrists who are ready to help you from wherever you are, 24/7. We offer a wide range of services, including:
  
  Everyday Care/Children & Family
  Doctors can prescribe treatment for non-emergency conditions like the flu, allergies, bronchitis, and more.
  
  Behavioral Health
  Confidential counseling with a licensed therapist or psychiatrist if you’re feeling overwhelmed, anxious, down, or not like yourself. Behavioral Health visits are available for individuals 18 years or older.

• Who are the Teladoc doctors?

  Our care is provided by a network of U.S. board-certified internists, family doctors, and pediatricians licensed to practice medicine in the U.S. and provide care 24/7. We also have board-certified psychiatrists and licensed therapists who can provide specialty care.

• How much does it cost to use Teladoc?

  The cost of a consult with a doctor depends on the type of medical plan you are enrolled in and is similar to seeing a doctor in their office. The cost is the same at any time of day or night, and Teladoc is available even when your doctor may not be.

  Consumer-directed, high-deductible health plan (HDHP) members:

  • General Medical: $40 or less/visit (just $8 if you’ve met your annual deductible)
  • Behavioral Health:
    • Therapist/Psychologist: $80 or less/visit
    • Psychiatrist: $160 or less/first visit
    • Psychiatrist ongoing: $90 or less/ongoing visits

  Consumer-directed plan members:

  • General Medical visit: $40 or less (just $8 if you’ve met your annual deductible)
  • Behavioral Health visits: $40 (therapists, psychologists, psychiatrists, and ongoing visits)

  Comprehensive PPO or OOA CA CA members:

  • General Medical visit: $5
  • Behavioral Health visit: $5 (therapists, psychologists, psychiatrists, and ongoing visits)

• What kind of medical care do Teladoc physicians provide?

  Teladoc family doctors can help with general medical conditions like the flu, sinus infections, coughs, sore throats, pink eye, and much more.
  
  Our Behavioral Health professionals can help with depression, anxiety, stress, relationship issues, trauma, and more. Behavioral Health visits are available for individuals 18 years or older.

• How are doctors able to diagnose medical issues without seeing a patient in person?

  Teladoc’s U.S. state-licensed doctors can resolve many of your non-emergency, common illnesses that are easily diagnosed over the phone or online video. Teladoc doctors have an average of 15 years’ experience and complete training in telehealth-specific protocols to ensure appropriate standards of care are achieved for all consults that take place.

• Can Teladoc doctors write a prescription?

  Yes, Teladoc doctors can prescribe short-term medication for a wide range of conditions when medically appropriate. Teladoc doctors do not prescribe substances controlled by the DEA or non-therapeutic and/or certain other drugs that may be harmful because of their potential abuse. State regulations in California and Georgia limit prescriptions obtained through telehealth consults to a three-day supply unless they are refills of existing medications.

• Does Teladoc replace my doctor?

  No. Teladoc does not replace your primary care physician. Teladoc should be used when you need immediate care for a non-emergency medical issue.

Teladoc and your family

• Can I use Teladoc for my family?

  Yes. Bank of America medical plan members can use Teladoc for family members who are covered on their Bank of America employee medical plan.

• Can I use Teladoc for my young children?

  Yes. Teladoc’s physician network includes pediatricians who are available to provide general medical consults for infants and children of any age who are enrolled on your Bank of America employee medical plan. You may add information about your dependent child who is under age 18 on your Teladoc profile and request a consult on his or her behalf.
  
  Behavioral Health visits are available for individuals 18 years or older.

• Who can request a consult for a child?

  The parent, guardian, or authorized consenter must request a General Medical consult for a child/minor under age 18. Dependents under age 18 cannot request a consult directly. Dependents must be 18 or older to have a Behavioral Health visit.

• What is an authorized consenter?

  An authorized consenter is an individual the parent or guardian has previously assigned to speak with the doctor on the child’s behalf when the parents or guardians are absent, e.g., grandparent or nanny. The authorized consenter must be appointed by the parent or guardian prior to any consult.

• How do I assign an authorized consenter for my child?

  Log in to your Teladoc account and click on “My Account Information.” If you don’t have web access, you may call Teladoc at 1.855.Teladoc (835.2362). Representatives are available 24/7.

• Will the child interact with or speak to the doctor directly?

  The level of child involvement is at the discretion of the doctor and the parent, guardian, or authorized consenter. However, the child must be present during the General Medical consult. In all cases, the doctor will speak directly with the parent, guardian, or authorized consenter.

Set up and use of Teladoc

• How do I set up my Teladoc account?

  Setting up your account is a quick and easy process online or through the Teladoc mobile app. Just like an appointment with a doctor in their office, at an urgent care center, or the ER, you will provide your personal information and complete a quick medical history for the doctor to review prior to a consult.
  
  Simply download the app or visit Teladoc.com/bankofamerica, click “Set Up Account,” and follow the online instructions. If you don’t have web access, you may call Teladoc at 1.855.Teladoc (835.2362). Representatives are available 24/7.

• How do I request a consult with a Teladoc doctor?

  Visit the Teladoc mobile app or Teladoc.com/bankofamerica and set up your account by entering your first and last name, date of birth, and member ID (found on your medical ID card). Complete your medical history online and then click “Request a consult.”
  
  For general medical visits, a doctor will call or video call you within an hour or less of your request. For behavioral health, you can schedule an appointment any day of the week (7 a.m. to 9 p.m. local time) and have your visit by phone or video within three days of the confirmed date.
  
  Users who have already completed registration should access the Teladoc mobile app or return to Teladoc.com/bankofamerica and log in with their username and password to request a consult when needed.

• What information do I need to have available when requesting a consult with a Teladoc doctor?

  Once your account is set up, you simply provide a contact phone number and payment information (Visa^®, Mastercard, Discover, American Express, or Health Care Account Visa Debit card).

• What if I don’t have all of the information requested when completing my medical history?

  Just like with any doctor visit, the more information the doctor has about your current diagnoses, medications, and medical history, the more effective he or she can be. It may be helpful to access your personal health record on your medical carrier’s website to find information about your recent medications, procedures, and immunizations as you’re completing your medical history.

• Can Teladoc provide consult information to my doctor?

  Yes. When setting up your Teladoc account, you may provide your physician’s contact information. You can choose to have a record of your Teladoc consult faxed to your physician.

• Are Teladoc services available in all 50 states?

  Teladoc is available in all 50 states. If you’re in Arkansas or Delaware, your first visit using Teladoc must be done via video. Phone or video may be used for subsequent visits. If you are in Idaho, Teladoc offers video consults only.

• When are video consults available?

  Video consults are available from 7:00 a.m. to 9:00 p.m., local time, seven days a week and 365 days a year.

• Can I sign up for Teladoc or have a video consult from my work computer?

  You may access Teladoc.com/bankofamerica from your work computer to register as a Teladoc patient and request a consult with a Teladoc physician. For privacy and security reasons, you cannot conduct a video consult from your work computer. If you choose to have a video consult, you must do so from your personal computer.

• Can I use Teladoc if I travel outside of my home state?

  Yes. When you request a consult, you indicate which state you will be in during the consult. No matter what state you’re in, a doctor licensed in that state will perform the consult.

Behavioral Health Care

• When should I choose Behavioral Health services?

  We can help if you're not feeling like yourself, confused about a personal situation, experiencing anxiety or depression, or overwhelmed with everything going on. Behavioral Health services allow you to schedule a visit with a licensed therapist or a board-certified psychiatrist for help managing medications or more-serious diagnoses. Behavioral Health visits are available for individuals 18 years or older.
  
  Therapists and psychiatrists are available for appointments seven days a week from 7 a.m. to 9 p.m. local time, from wherever you are most comfortable, by phone or video. Visits with a therapist only last as long as you feel you need them.

• What should I expect during my visit?

  You will have a conversation with the behavioral health professional just as if you were at their office in person. We’re here to make you feel comfortable and heard.

• What types of behavioral health professionals can prescribe medications?

  Our psychiatrists can prescribe medications; however, they cannot prescribe any controlled substances or medications for the treatment of bipolar disorder or schizophrenia. Prescriptions for these drugs require in-person care and ongoing monitoring. You can use our services for therapy or to obtain other medications, but if you are currently taking any of the drugs below, we cannot prescribe refills.
  
  Controlled substances include:
  Adderall, Ativan, Concerta, Klonopin, Librium, Tranxene, Ritalin, Vyvanse, Valium, Xanax
  Bipolar disorder medications:
  Lithium, Lamictal, Depakote, Tegretol
  Schizophrenia medications:
  Abilify, Latuda, Risperdal, Seroquel, Zyprexa

• Can I talk to the same therapist/psychiatrist every time?

  Yes. You can see the same specialist throughout your treatment.

• How do you match me with the right behavioral health professional?

  When you schedule a visit, we will ask you questions about your preferences for your behavioral health professional as well as questions about what your specific needs are. You will be able to choose from all matching specialist profiles, which will display information, including gender, language, and specialties.

Fees and Payments

• Is the consult fee the same price, regardless of the time?

  Yes.

• Will Teladoc know if I have met my annual deductible or out-of-pocket maximum and charge me the appropriate amount for my consult based on this?

  Yes. Your medical carrier notifies Teladoc in real time when you request a consult so that the appropriate amount can be charged for the consult based on the medical plan you’re enrolled in and whether you’ve met your annual deductible or out-of-pocket maximum.

• How do I pay for the consult?

  You can pay with a Visa, Mastercard, Discover, American Express, or Health Care Account Visa Debit card.

• Do I have to submit a claim for my Teladoc consult to be covered under my medical plan?

  No. Teladoc is an in-network provider and will submit a claim to your medical carrier on your behalf.

• Does the cost of my Teladoc consult count toward my deductible?

  Yes. Teladoc consults count toward your annual deductible and, if you are enrolled in the Consumer Directed or Consumer Directed High Deductible plan, the cost of a Teladoc consult also counts toward your annual out-of-pocket maximum.

• Is the cost of my consult with a Teladoc physician reimbursable under my healthcare account?

  Yes, your Teladoc consult is a reimbursable medical expense under your Bank of America healthcare account.

• If I pay for my Teladoc consult using my healthcare account debit card, will I have to provide documentation that the Teladoc consult is a qualified medical expense?

  Benefit Solutions, our Bank of America healthcare account provider, will make every effort to auto-verify your Teladoc expense; however, it’s always a good idea to monitor your healthcare account periodically by logging on to myhealth.bankofamerica.com to make sure that no documentation is required for this or other expenses. If documentation is required for your Teladoc consult, you can use your healthcare provider’s explanation of benefits (EOB).

• Is there a time limit when talking with a doctor?

  The amount of time allocated to a visit varies depending on the treatment you seek:
  
  Everyday Care: There is no time limit; however, most issues are resolved in under 15 minutes.
  
  Behavioral Health: The average behavioral health visit is 45 minutes, similar to an in-person therapy visit.

• If the Teladoc doctor recommends that I see my primary care physician or a specialist, do I still have to pay the Teladoc consult fee?

  Yes. Just like an in-person doctor's appointment, you must pay for the time spent with the physician.

Privacy

• How does Teladoc keep my personal information secure?

  All information shared with Teladoc and with Teladoc providers is protected by the Health Insurance Portability and Accountability Act of 1996 (HIPAA). Teladoc follows industry best practices to ensure that all data remains confidential and secure.