Teladoc Health Services FAQs

  • General Questions
  • Account Information
  • Teladoc Health and Your Family
  • Setting Up and Using Teladoc Health
  • Fees and Payments
  • Privacy
  • Primary Care (Primary360)
  • General Medical (24/7 Care)
  • Mental Health

General Questions

  • Teladoc provides eligible members with access to primary care providers, family doctors, therapists and psychiatrists who are ready to help you from wherever you are. We offer a wide range of services, including:

    General Medical (24/7 Care)
    24/7 access to doctors, including pediatricians. They can prescribe treatment for non-emergency conditions like the flu, allergies, bronchitis and more.

    Primary360 (Primary360) 
    Adults 18+ can consult with a primary care provider for routine checkups, ongoing wellness needs, referrals and more.

    Please note: Primary care visits are not available for Aetna Out of Area, Banner, Texas Health and Baptist St. Vincent members.

    Mental Health
    Confidential counseling with a licensed therapist or psychiatrist if you're feeling overwhelmed, anxious, down or not like yourself. If you have an existing mental health condition that isn't improving, get guidance from an expert who can modify your treatment to help you make progress.

  • You should not use Teladoc Health if you are experiencing a medical emergency. In the event of a medical emergency, please call 911.

  • Our care is provided by a network of U.S. board-certified internists, family doctors, dermatologists, psychiatrists, and pediatricians licensed to practice medicine in the U.S. We also have board-certified primary care physicians, dermatologists, psychiatrists and licensed therapists who can provide specialty care. Our global network of leading medical specialists can advise on complex conditions, treatment plans and surgeries.

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

  • Only if you'd like! You can choose to use Teladoc Health only when you need immediate care for a non-emergency, routine medical issue. However, you can also establish a long-term relationship with a virtual primary care provider (PCP) with Primary360.

  • Yes, but Teladoc Health doesn't guarantee prescriptions. It's up to the doctor to recommend the best treatment. Teladoc doctors don't issue prescriptions for substances controlled by the DEA, non-therapeutic and/or certain other drugs that may be harmful because of their potential for abuse. Also, non-therapeutic drugs, such as Viagra and Cialis, aren't prescribed by Teladoc Health doctors.

  • You should not use Teladoc Health if you are experiencing a medical emergency. In the event of a medical emergency, please call 911. It's also not meant for:

    • Cancer or other complex conditions
    • International visits
    • Testing, treating and vaccination assistance for COVID-19

Account Information

Teladoc Health and Your Family

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

  • Eligible members can connect with a pediatrician 24/7 to help their children with non-emergency conditions like cold & flu, allergies, pink eye, stomachache and more. Primary Care (Primary360) is available to individuals 18+, and Teladoc Health mental health services are available to children 13+.

  • A parent, guardian or authorized consenter must request a visit for minor dependents (age 18 and under). Minor dependents can't request a visit directly.

  • An authorized consenter is an individual who has previously been assigned to speak with a doctor on the child's behalf when the parents or guardians are absent, like a grandparent or nanny. The authorized consenter must be appointed by a parent or guardian prior to any visit.

  • Log on to your Teladoc Health account and click "My Family." For support, call Teladoc Health at 855-Teladoc (855-835-2362). Representatives are available 24/7.

  • Your child's involvement is at the discretion of the doctor and the parent, guardian or authorized consenter. However, the child must be present during the visit. In all cases, doctors will speak directly with the parent, guardian or authorized consenter.

Setting Up and Using Teladoc Health

  • Download the Teladoc Health app and simply follow the prompts. You can also register online. Just click on "Set Up Account" and enter the necessary information. If you don't have web access, or prefer to set up your account over the phone, you may call Teladoc Health, 24/7, at 855-Teladoc (855-835-2362).

  • Log in to your account on teladochealth.com/bankofamerica, select the service you'd like to receive, and follow the online instructions to choose a day and time that works for you.

  • Once your account is set up, you simply provide your phone number and payment information if necessary.

    Primary Care (Primary360) visits require an additional health survey and/or medical information.

  • The more information the doctor has about your current diagnoses, medications and previous medical history, the more effective they can be. It may be helpful to access your personal health record on your medical carrier's website to find any relevant information.

  • Yes, when setting up your Teladoc Health account, you can provide your physician's contact information. A record of your Teladoc Health visit can be faxed to your physician.

  • Yes. The state of Idaho allows video visits only. Arkansas and Delaware require the first visit be completed by video. All other states allow for both phone and video visits.

  • Video visits are available from 7 a.m. to 9 p.m. local time, seven days a week. You can talk to doctors by phone 24/7, 365 days a year.

  • You may use your work computer to register and request a visit. For privacy and security reasons, you may not conduct a video visit from your work computer. If you choose to have a video visit, you must do so from your personal computer.

  • Yes. When you request a visit, you indicate which state you will be in during your visit. No matter which state you're in, a doctor licensed in that state will perform the visit. Teladoc Health is not available internationally.

Fees and Payments

  • The cost of a Teladoc Health visit varies, depending on the type of care you are requesting and your health plan. Please refer to your welcome letter or call 855-Teladoc (855-835-2362) if you wish to confirm pricing prior to requesting a visit.

  • Teladoc Health accepts all major credit cards and PayPal. If you have a visit fee, you will be shown the amount prior to confirming your visit request. For eligible plans, payments can be made with your health savings account (HSA), flexible spending account (FSA) or health reimbursement arrangement (HRA) card.

  • Yes.

  • Yes. When you request a visit, your medical carrier will notify Teladoc Health in real time so the appropriate amount can be charged for the visit. They'll also be notified if you've met your annual deductible or out-of-pocket maximum.

  • Teladoc Health is an in-network provider and will submit claims on your behalf.

  • Yes, if there is a cost associated with your Teladoc Health visit (because you are on a Consumer Directed High Deductible plan), it will count toward both your annual deductible and annual out-of-pocket maximum.

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

  • Benefit Solutions, Bank of America's healthcare account provider, will make every effort to auto-verify your Teladoc Health expense. But, 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 your expenses. If documentation is required, you can use your healthcare provider's explanation of benefits (EOB).

  • The amount of time allocated to a visit varies depending on the treatment you seek:

    • General Medical (24/7 Care): There is no time limit. However, most issues are resolved in under 15 minutes.
    • Primary Care (Primary360): There is no time limit. However, most visits last up to 45 minutes.
    • Mental Health: The average Mental Health visit is 45 minutes, similar to an in-person therapy visit.

  • Yes, if applicable. If your appointment is not covered, you must pay for the time spent with the doctor.

Privacy

  • Teladoc Health is committed to protecting every member's privacy. They follow all relevant laws and regulations, including the U.S. Health Insurance Portability and Accountability Act of 1996 (HIPAA). Your medical information will not be shared without your consent, unless required by law.

Primary Care (Primary360)

  • Visit teladochealth.com/Primary360 to schedule a visit with a primary care provider (PCP) or an annual exam. You'll be able to select the PCP of your choice, submit necessary health information and schedule a visit on your time.

  • Primary Care (Primary360) offers convenient access to high-quality primary care that revolves around you—your lifestyle, your needs and your health. It starts by selecting your virtual primary care provider (PCP) and building an ongoing relationship with them and your dedicated Care Team of registered nurses and care coordinators. From the annual checkup to ongoing wellness needs, members have access to trusted medical care and personalized support.

  • Primary Care (Primary360) is available to adults—ages 18 years and older—enrolled in a national Bank of America medical plan. Primary Care (Primary360) is ideal for those who don’t currently have a PCP or don’t see their PCP often.

    (Note that Primary Care (Primary360) is not available to those on an Aetna Out of Area, Banner, Texas Health, and Baptist St. Vincent plan. Only the General Medical (24/7 Care) program can be accessed by residents of Puerto Rico.)

  • During the visit, your PCP will check your vitals with the blood pressure kit mailed to you and assess your body mass index by reviewing your height and weight. You'll also have an in-depth discussion about your personal and family medical history to make sure you're in good health.

    Video visits are preferred, and you'll also have the ability to upload images of anything you'd like the doctor to specifically look at. Your PCP may order labs, radiology or a referral to a specialist as clinically appropriate. Your dedicated Care Team will work with you to find an in-network lab or specialist who meets your preferences and is conveniently located. Results will be reviewed with you by your provider, incorporated into your Care Plan and uploaded to your Teladoc Health account.

    After your visit, your PCP and Care Team will create a personalized Care Plan that will always be accessible through your Teladoc Health account.

  • Your PCP can order lab work, imaging studies, referrals and vaccinations. If needed, your Care Team will assist you in connecting to an in-network lab or facility of your choice. Results will be reviewed with you by your provider, incorporated in your Care Plan and uploaded to your Teladoc Health account.

  • Yes, PCPs can prescribe new medications as clinically necessary and appropriate and can prescribe refills for maintenance medications for a full year. However, they don't prescribe opioids, narcotics and other DEA-controlled substances.

  • If you're in need of care right away, you can request a General Medical (24/7 Care) visit to talk to a doctor 24/7 for non-emergency conditions like cold and flu, sinus infections, allergies and more.

General Medical (24/7 Care)

  • You should choose General Medical (24/7 Care) when you want to talk to a doctor in minutes, by phone, video or mobile app about non-emergency health issues.

  • Before each visit, the doctor will review your medical history with a specific focus on chronic illnesses, current medications, allergies and any changes in your medical condition. You can update your medical history at any time through your Teladoc Health profile.

  • You can choose to work with a specific doctor on Primary Care (Primary360) and Mental Health only (not on General Medical (24/7 Care)).

Mental Health

  • Eligible individuals—ages 13 years and older—can use the Mental Health service.

  • Confidential counseling is helpful if you're not feeling like yourself, confused about a personal situation, experiencing anxiety or depression, or overwhelmed with everything going on.

    You can schedule a visit with a licensed therapist or a board-certified psychiatrist for help managing medications or more serious diagnoses.

  • You can schedule a Mental Health visit online or through the Teladoc Health app. Choose a therapist or psychiatrist who fits your needs and select a time (or times) that work best for you. Your chosen mental health provider will work on coordinating the schedule with you through your Teladoc Health account.

    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.

    Please note: Before your visit, you will be asked to complete a brief mental health questionnaire to help your therapist or psychiatrist understand where you're at and how you're feeling.

  • You will have a conversation with your chosen mental health professional just as if you were at their office in person. They're here to make you feel comfortable and heard.

  • Only psychiatrists can prescribe medications. Teladoc Health psychiatrists can't prescribe any controlled substances or medications for the treatment of bipolar disorder or schizophrenia. These medications require in-person care and ongoing monitoring. You can use Teladoc Health Mental Health services for therapy, guidance or to obtain other medications. If you're currently taking any of the above drugs, refills can't be prescribed.

  • Yes. You can see the same mental health provider throughout your treatment.

  • When you schedule a visit, you'll be asked questions about your preferences for your mental health professional, as well as questions about what your specific needs are. You'll be able to choose from a selection of mental health provider profiles, which will display information including gender, language and specialties.

  • Yes. Mental healthcare for teens is available for eligible dependents ages 13-17. Please note that only talk therapy is available for teens, not psychiatric support for medication management.

  • To get started, both parents (if applicable) must print, sign and upload the Teladoc Health consent form online via the Teladoc Health website. One parent or guardian must be present at the beginning and end of each visit to provide consent and to schedule follow-up sessions if needed.

Visit HR Connect for more information about available benefits and important legal information.