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We appreciate your partnership during the public health emergency. For the latest information on telehealth services related to COVID-19, please visit our 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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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

Please refer to the COVID-19 Temporary Payment Policy for telehealth reimbursement information. We will eventually update our telehealth payment policies and will notify you of these changes via a News Alert.

Determining member benefits

We always recommend checking member eligibility via Online Services (to be replaced with ConnectCenterTM in 2022) 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

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