Frequently Asked Questions

Answers to your frequently asked questions.

TELADOC

Do I talk to “real doctors”?

Yes. Teladoc members only talk to actual doctors who are U.S. board-certified internists, state-licensed family practitioners, and pediatricians licensed to practice medicine in the U.S. and living in the U.S. When you request a visit, Teladoc will connect you with a doctor licensed in your state.

What are some of the common conditions Teladoc treats?

Common conditions include sinus problems, respiratory infection, allergies, urinary tract infection, cold and flu symptoms and many other non-emergency illnesses.

Can Teladoc handle my emergency situations?

Teladoc is designed to handle non-emergent medical problems. You should NOT use it if you are experiencing a medical emergency.

Can I speak with a specialist?

You cannot request to speak with a specialist directly, but the doctors may be able to provide guidance on the type of specialist you should see.

Can I request a particular doctor?

You cannot request a particular doctor. Teladoc is designed to support your relationship with your existing doctor. It is not a means of establishing an exclusive relationship with one of the doctors. Please know that all Teladoc doctors are highly qualified and go through rigorous training and credentialing. We have the largest physician network of any telehealth provider with board-certified, state-licensed doctors.

Can I get a prescription?

Teladoc does not guarantee prescriptions. It is up to the doctor to recommend the best treatment. Teladoc doctors do not issue prescriptions for substances controlled by the DEA, non-therapeutic, and/or certain other drugs which may be harmful because of their potential for abuse. These include, but are not limited to, antidepressant drugs such as Cymbalta, Prozac and Zoloft which are drugs that are harmful due to their potential for abuse. Also, non-therapeutic drugs such as Viagra and Cialis are not prescribed by Teladoc doctors.

View the current list of DEA controlled substances »

Where do the prescription drugs come from?

Teladoc does not dispense prescription drugs. The nurses call the prescription into the local pharmacy of your choice.

Is my electronic health record kept private?

Health records are kept totally private and we employ robust encryption methods to protect your personal information. You determine who can see the information in your record.

Can I be turned down for a pre-existing condition?

We do not turn patients away because of pre-existing conditions.

Can I call Teladoc outside of the United States?

You can request a Teladoc visit from anywhere in the U.S. You will speak with a doctor licensed in your home state. You must have a U.S. address and a U.S.-based phone number for the doctor to call back at the time of visit.

DOCTORS ONLINE

How does this benefit work?

Members can ask questions to a board certified doctor via email 24/7/365. After registering once, type in a subject, like poison ivy, and a question in the message field. A response from the doctor will be sent within 24 hours.

What services are included?

Simply call the toll free number on the back of the card 24 hours a day, 7 days a week to reach a counselor with outstanding educational credentials and professional experience. Starting with a national database of over 750,000 providers, the counselor will identify possible solutions and make between 20 to 30 calls to identify providers who match the specific family situation and ensure availability of care when it is needed.

Within 48 to 72 hours, a comprehensive referral packet is sent out. It contains profiles of providers who meet the family’s needs, specifies availability of service, and includes educational materials to assist the family in making a decision about care. Two weeks later, the counselor follows up to determine if a decision has been made, if the member needs more referrals, and to answer any additional questions.

Are there any services with which Doctors Online will not help?

Members may work with with a board certified doctor for guidance on treatment options for an illness. Members have access to psychologists for behavioral health questions and can get help with various other things including nutrition, fitness and much more.

Am I charged for each new question?

No, members are never charged for services through Doctors Online. Members may use this service over and over at no cost.

Can I get general health info through Doctors Online?

Yes, members may get info through e-mail, such as health tips, links to quality resources and responses from doctors.

Will the medical information I share remain confidential?

Patient Confidentiality is respected by Doctors Online. The website honors or exceeds the legal requirements of medical/health privacy. Personal information will not be given or sold to unaffiliated third parties.

WORKLIFE SERVICES

What is Worklife Services?

Worklife Services is a comprehensive telephone consultation service providing research and referral information for child care, elder care and care for people with disabilities.

How does the benefit work?

Simply call the toll free number on the back of the card 24 hours a day, 7 days a week to reach a counselor with outstanding educational credentials and professional experience. Starting with a national database of over 750,000 providers, the counselor will identify possible solutions and make between 20 to 30 calls to identify providers who match the specific family situation and ensure availability of care when it is needed.

Within 48 to 72 hours, a comprehensive referral packet is sent out. It contains profiles of providers who meet the family’s needs, specifies availability of service, and includes educational materials to assist the family in making a decision about care. Two weeks later, the counselor follows up to determine if a decision has been made, if the member needs more referrals, and to answer any additional questions.

What types of problems does Worklife Services deal with?

Expert counselors, experienced with the ins and outs of child and adult/elder care services, can help with:

  • Finding an in-home childcare provider for an infant or toddler
  • Making transportation arrangements to the doctor for a disabled elder who is living alone in another state
  • Understanding what Medicare, Medicaid or private insurance covers for an elderly relative’s care and identifying programs that are available at little or no cost
  • Finding an after-school program or summer camp for a child in elementary school
  • Understanding the costs of various living arrangements if an elder adult can no longer live independently at home
  • Finding care for a child or adult with a debilitating disease

What can I expect in the Provider Profile Packet?

The packet contains profiles with each provider’s name, address, contact, title, services provided, applicable fees, and any other special comments. Depending on the services required members might receive additional information such as CPR/ First Aid certification information and admission requirements for a childcare center.

What can I expect in the Educational Materials Packet?

The Educational Materials Packet Members includes comprehensive notes and guidebooks covering a broad range of dependent care topics.

Is there someone I can turn to with questions about my Worklife Services benefit?

Yes. Simply call the toll-free number on the back of your membership card and an experienced counselor can help with any questions or concerns.

DOCTORS ONLINE