Teladoc

Feature Overview

What is Teladoc?

Teladoc is our telemedicine provider. All individual and fully-insured members have access to Teladoc, and most self-insured members have access as well.

Before Teladoc was integrated with the mobile app, members needed to use Teladoc’s app or website (or call them directly) to use this service. Now they can use their our app to schedule and conduct these visits.

What kinds of services are available?

Teladoc has three different services that are potentially available to our members:

• General Medical
  • Similar to an urgent care/family practitioner; the vast majority of consults are General Medical
  • Consults can be held over the phone or as part of a video chat
  • Consults can be scheduled for some time within the next couple of days, or for the next available provider
  • All members who have access to Teladoc can schedule General Medical consults
• Dermatology
  • Similar to visiting a specialist for a skin issue
  • Consults are conducted through the Message Center
  • Members will submit their questions and pictures of the issue, then wait for a reply within 3 days
  • Only some members have access to Dermatology consults
• Behavioral Health
  • Similar to visiting a therapist or psychologist
  • Consults can be held over the phone or as part of a video chat
  • Consults are always scheduled at least 3 days in advance
  • Only around 50k members have access to Behavioral Health consults

Teladoc in the App

How does a member open Teladoc in the Android app?

The main access point is on the Find Care tab; if you are eligible to use Teladoc, there will be a message mid-page announcing the product. Tap that message, and the Teladoc mobile experience will open.

Note that, if a member has previously used Teladoc to set up a consult or messages from their providers, they may see notifications on the top of the Home tab. These will only appear when user-specific criteria are met (upcoming consult, unread messages, etc).

How does a member open Teladoc in the iOS app?

The main access point is via the dashboard; if you are eligible to use Teladoc, there will be a banner at the bottom of the page advertising Teladoc. Tap that banner, and the Teladoc mobile experience will open.

If a member doesn’t have access to Teladoc, what will they see?

Nothing. The placements will be suppressed.

Note: Amazon members do have access to Teladoc, but at this time, they must call the Medical Advice Line to get access to this product. We will not show it to them in the mobile app.

Do members have to sign in using their Teladoc username?

No. We will automatically sign a registered member into the Teladoc experience.

Does a member have to sign up before using Teladoc?

Yes, but they can do that directly in the app. Once they open Teladoc, their registration status will be checked. If they are unregistered, they will be prompted to create a Teladoc account first.

We will be able to pass select values to Teladoc to make the registration experience easier:

• The member’s name, DOB and member ID will be passed to Teladoc, and they will not have to enter these values
• The member’s address will also be passed, but they can choose to edit this (if desired)
• The member will still need to enter other values (like phone number), and they will need to create a Teladoc username and password for use on their website/mobile app but, as noted above, they won’t have to use this when using our app

What happens if there’s some kind of error signing the member into Teladoc?

The member will be shown an alert message informing them that there’s been a problem. They will be encouraged to close the app and try opening it again, but if the error persists, they will be invited to call support for help.

Note: Depending on the type of error encountered, the support number could be either our team (eligibility questions) or it could be for Teladoc’s support line (technical problems or errors when the member is valid but could not be loaded). The member can also call Teladoc directly if they have an upcoming appointment.

Feature Availability

• Premera Android: Released 12/28/18, v3.09
• LifeWise Android: Released 4/11/19, v3.10
• Premera iOS: Released 3/14/19, v2.20
• LifeWise iOS: Released 3/14/19 in v2.20