When should I use telehealth?
If you believe you have COVID-19 symptoms, first contact your doctor via phone. If your doctor can provide care virtually, you can make an appointment directly there. If eligible, you can also use HAP’s telehealth service provided by Amwell. Your doctor or the Amwell physician will tell you what to do next. (Amwell is not available to Medicaid or MI Health Link Members.) Please DO NOT go to a health care facility until you’re told to do so. This is an important step in stopping disease transmission.
HAP members with any symptoms – even those unrelated to COVID-19 – or who have non-emergency medical or behavioral health needs, are encouraged to use telehealth services during this time of social distancing, which helps prevent transmission of the virus.
Are telehealth visits a covered benefit?
Telehealth visits are an important line of defense during the COVID-19 pandemic. All cost-sharing is waived for HAP individual, fully-insured group, Medicare, Medicaid and MI Health Link members using telehealth services through June 30, even if the service is not related to COVID-19. Members who use telehealth services for COVID-19 related questions and other medical or behavioral health concerns won’t be charged a copay. Self-insured employer group customers control their own health benefits and HAP is working with its self-insured customers to determine how they will cover telehealth services.
Eligible members who have an established relationship with a behavioral health provider can reach out directly to the provider’s office to confirm their telehealth capabilities. All members with questions related to behavioral health can call customer service or the mental health services number on the back of their HAP ID card.
What telehealth options are available?
Many physician offices now provide options for telehealth services. Due to COVID-19, a doctor’s visit using any kind of video/audio call technology (for example, Facetime or Skype) will be considered a telehealth visit.
You can also use our service Amwell®, which connects HAP members to board-certified doctors 24 hours a day, 7 days a week, using their phone, tablet or computer. NOTE: When prompted for a service key, members must use: HAPMi. If this code isn’t entered, you may be charged.
The Amwell telehealth option cannot be used for behavioral health visits at this time. The Amwell telehealth option is also not available for Medicaid and MI Health Link members.
How do I use Amwell?
Amwell is HAP’s partner in telemedicine with 24/7 access to doctors. To access Amwell:
- Download the Amwell: Doctor Visits 24/7 iOs or Android mobile app or visit amwell.com
- Enter your information and click "Sign Up."
- When prompted for a service key, use: HAPMi. If this code isn't entered, you may be charged.
Once in the Amwell app, select "Get Started." You can then choose from available providers.
NOTE: as long as you enter the HAPMi service key, the $59 Visit Copay (as seen in this screenshot) will be waived ($0) at the end of your visit.
This option is available to all HAP members, except Medicaid members.
What does Amwell offer?
Amwell offers:
- Your choice of trusted, U.S. board-certified doctors and therapists
- Peace of mind with a doctor “on call” 24/7 to provide quality care
- Consultation, diagnosis, and prescriptions (when appropriate)
How long does it take to see a doctor if I use Amwell?
During this time, Amwell is targeting an average wait time of less than 15 minutes. If more than two patients are waiting, Amwell will offer to call you back so you don’t have to hold and you won’t lose your place in line.
How do I add my spouse for Amwell?
Your spouse should create a separate account to enroll.
How do I add a child to my Amwell account?
Parents and guardians can add their children who are under age 18 to their account and have doctor visits on their behalf. Enroll yourself first and then add your child or dependent to your account. NOTE: When prompted for a service key, dependents also must use: HAPMi.
What should I do if I have a child over 18 still on my health insurance?
They should enroll in Amwell as an adult and create their own separate account.
What if I need more information about Amwell?
Contact the Amwell support team at 855-818-3627 or support@americanwell.com.
