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Telehealth

We appreciate your partnership during this time. We’ll continue to post updates on our new dedicated page: COVID-19 Information for our clinical partners.

Blue Cross members can use Well Connection, American Well’s telehealth service, to see doctors and health care providers any time. They can:

  • Have live video visits using a smartphone, tablet, or computer.
  • Use the service for minor medical and behavioral health issues whether they’re at home, work, or on vacation—weekends and holidays included.

There isn’t a special credentialing process to become a Telehealth provider. You may offer telehealth services if you have the ability to offer secure, HIPAA-compliant, video visits and are currently credentialed by Blue Cross Blue Shield.

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Services

Well Connection can be used for treatment of the following common health issues:

Urgent care: Behavioral health:
  • Bronchitis
  • Cold & flu
  • Diarrhea
  • Gout
  • Hypertension
  • Migraines
  • Pinkeye
  • Pneumonia
  • Sinus & respiratory infections
  • Sore throat
  • Strep throat
  • Urinary tract infections
  • Bereavement
  • Child behavior
  • Couples therapy
  • Depression and anxiety
  • Divorce
  • Sleep disorders
  • Stress
  • Substance use disorder
  • Trauma
Reimbursement

Our Telehealth (Telemedicine) payment policies () allow payment to providers for delivering medical and behavioral health telemedicine services to eligible members who have the benefit.

To download these payment policies, log in and go to Office Resources>Policies & Guidelines>Payment Policies.

Our Telehealth (Telemedicine) payment policies allow payment to providers for delivering medical and behavioral health telemedicine services to eligible members who have the benefit.

 Telehealth (Telemedicine) — Medical Payment Policy

 Telehealth (Telemedicine) Behavioral Health Payment Policy

These policies no longer contain COVID-19 specific information. Please refer to the COVID-19 Temporary Payment Policy for policy-specific information related to COVID-19. Information in the COVID-19 Temporary Payment Policy supersedes other Blue Cross payment policies for the duration of the Massachusetts state of emergency.

Determining member benefits

We always recommend checking member eligibility via Online Services() before rendering services. Standard telehealth benefit information can be obtained by submitting an eligibility request for either:

  • Medical telehealth services with service type “Physician Visit – Office: Sick” (“BY”) OR
  • Behavioral health telehealth services with service type “Mental Health Provider – Outpatient” (“CF”). You must submit “Mental Health Provider-Outpatient” or the telehealth benefit will not appear.

If the member has the benefit, the telehealth cost share along with a message indicating “TELEHEALTH” will be returned.

Sample benefits and eligibility search results in Online Services

Frequently asked questions

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