Telemedicine Frequently Asked Questions
General Information
How does it work? How will I access Telemedicine services from Doctor On Demand by Included Health? Do I need a special device or technology?
Telemedicine services from Doctor On Demand by Included Health can be used from any device with a front-facing camera — smartphone, tablet, or computer. Download the Doctor On Demand app (available for Apple, Android, or Kindle) or visit DoctorOnDemand.com to get started. Doctors are available within minutes or by appointment. The Doctor On Demand by Included Health website is available through Google Chrome,Safari, and Firefox web browsers. The website has an easy-to-use chat feature for any questions or issues you may have.
What plans include Telemedicine services from Doctor On Demand by Included Health?
The telemedicine benefit is currently available for all commercial plans, including Individual, On-Exchange Small Group, and Off-Exchange Small Group members. Telemedicine services from Doctor On Demand by Included Health is not a covered benefit for our Medicaid or Federal Employee Program members.
Can children use Telemedicine services from Doctor On Demand by Included Health?
Yes, children can be seen and treated. The most common issues children are treated for include fever, strep throat, vomiting, asthma, and colds. Children under the age of 18 cannot create an account, so a parent or guardian would create the account and select My Child or Someone Else as the individual receiving the consultation. The parent/guardian and child would then attend the consultation together.
What does a telemedicine claim look like?
When reviewing your claims on-line or in your EOB, a telemedicine claim will appear as "Doctor on Demand Professionals" or "Innovative Medical Practice."
Services Covered
What are the most common reasons for using Telemedicine services from Doctor On Demand by Included Health?
Doctors treat the most frequently seen illnesses and conditions in urgent care centers, including: upper respiratory infection, allergies, yeast infection, sports injuries, nausea, diarrhea, heartburn, back pain, rashes, and prescription refills. This service is a convenient alternative for urgent but nonemergency conditions.
Can I see a therapist through Telemedicine services from Doctor On Demand by Included Health?
Yes. Common treatments include care for stress, anxiety, relationship issues, depression, changes in mood, alcohol and tobacco addictions, and eating problems. Mental health visits with a psychiatrist or psychologist can be made by appointment only.
Telemedicine services from Doctor On Demand by Included Health is not meant for crisis or emergency situations. If you are experiencing a crisis or emergency, call 911 or go to your nearest emergency room. You can also access the free, 24-hour National Suicide Prevention Lifeline at 1-800-273-8255. Telemedicine hosted by Doctor On Demand does not prescribe medications that have been designated as U.S. controlled substances, including benzodiazepines and stimulants.
What provider specialties will be available through Telemedicine services from Doctor On Demand by Included Health?
Telemedicine services from Doctor On Demand by Included Health offers a wide range of provider specialties that include internal medicine, pediatrics, family medicine, psychology, and psychiatry.
Cost of Services
Is Telemedicine services from Doctor On Demand by Included Health covered with my benefit plan?
Yes, Telemedicine services from Doctor On Demand by Included Health is an extension of our network.
How will it work if I have an HSA or HRA plan?
You can pay with an HSA/HRA credit card. If you do not have an HSA/HRA credit card, you may pay using a credit card and submit for reimbursement through your HSA/HRA account.
Will this be a lower cost-share or a higher cost-share for a full-network tiered benefit plan (align and focus)?
For align and focus plans, your Telemedicine services from Doctor On Demand by Included Health visit will follow the lower cost-share optimum choice.
If I have a POS plan and am in California, will you open up the network for me?
Yes, Telemedicine services from Doctor On Demand by Included Health provides national in-network coverage.
What happens if I log in to the system and find out I can’t use Telemedicine services from Doctor On Demand by Included Health — will I get a refund?
You will receive a refund on your credit card. There will not be a refund if there is a valid diagnosis or treatment.
About the Doctors
Where is Telemedicine hosted by Doctor On Demand available?
Physicians are available in all 50 states.
Can I schedule a telemedicine visit with my current primary care doctor?
Only if your doctor is already part of the Doctor On Demand by Included Health network.
Can I choose my own doctor?
Not at first, but after you have your first consultation, you may add the doctor to your favorite doctors list to select in the future.
How is a doctor selected for me? Will my PCP receive records from my call?
Doctors are selected based on their licensures and availability at the time of your requested visit. You will only see a doctor who is appropriately licensed and credentialed for the state you are located in at the time of your visit.
You will have to request that records of your visit be sent to your PCP and Doctor On Demand by Included Health will facilitate.
Does this replace seeing my primary care provider (PCP)?
No, Telemedicine services from Doctor On Demand by Included Health is a tool meant to complement existing care from a PCP, not replace it. For emergency or chronic conditions, a visit to your PCP or hospital is important and necessary.
Will I be directed to work with Quest Diagnostics for lab work?
Yes, Telemedicine services from Doctor On Demand by Included Health will direct you to Quest Diagnostics if lab work is needed.
For Prescriptions
Can Telemedicine hosted by Doctor On Demand physicians prescribe medications?
Yes, doctors are able to prescribe a wide range of drugs in all states that they provide services in, which can be useful for infections, allergies, skin conditions, illnesses while traveling, or sports injuries. Telemedicine physicians do not prescribe narcotics or pain medications that have been designated as U.S. controlled substances.
How are medications prescribed?
Prior to each consultation, you’ll be prompted to select a pharmacy. You can skip this step and, if needed, the doctor can help you select a pharmacy at the end of the consultation. Doctors use an e-prescription for prescribing medication, similar to most provider offices.
How are prescriptions submitted by Telemedicine hosted by Doctor On Demand?
Doctor On Demand by Included Health orders prescription drugs in the same way a facility would.
Will I end up with an expensive prescription?
Generic medications make up 97% of prescriptions submitted by the doctors.
Telemedicine should not replace your primary care physician. If you are experiencing a medical emergency, call 911 or go to your nearest emergency room.
The Blue Shield® and Shield Symbols are registered service marks of the Blue Cross and Blue Shield Association, an association of independent Blue Cross and Blue Shield Plans. Doctor On Demand by Included Health is a separate company that provides telemedicine services to Highmark Blue Shield of Northeastern New York members.
What is telemedicine?
Is telemedicine right for me?
Looking for something else?
Doctor On Demand support
1-800-997-6196 (TTY 711)
Please note: Children under the age of 18 cannot create an account, a parent or guardian would create the account and select "My Child" or "Someone Else" as the individual receiving the consultation. The parent/guardian and child would attend the consultation together.