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Here's the difference

There are two Health Plan benefit options that offer the convenience of visiting with your doctor via phone, web, or video conference. Capital Blue Cross VirtualCare is a service available 365 days a year at no cost to you and puts you in touch with a provider in our Amwell Medical Group! During the days or hours your primary care provider is closed, Capital Blue Cross VirtualCare is open!

The Telehealth benefit offers the option to visit your current Primary Care Physician and/or Specialist via a phone, web or video call, if your doctor participates in one or all of these communication options. Read on for more detail on each benefit.

Capital Blue Cross VirtualCare - $0 Copay

VirtualCare visits can replace your need to see your PCP, Specialist, or Urgent Care provider.

The doctor will see you now. Speak face-to-face with a medical doctor or mental health professional from the convenience and privacy of your home, your car, or anywhere else.

Get access to:

  • Answers to your health questions
  • Diagnosis and treatment recommendations for a variety of common conditions
  • Behavioral health visits with counselors, psychologists, and psychiatrists by appointment
  • Prescriptions provided and sent electronically to your pharmacy
  • Private and secure medical visits from any location within the United States
  • Video visits with board-certified doctors on your smartphone, tablet, or computer

Nutrition Counseling

VirtualCare Nutrition Counseling

See A Registered Dietitian or Nutritionist Online.

VirtualCare gets better and better. Not only can you reach a doctor 24 hours a day, seven days a week from the comfort of your own home, you can now see a registered dietitian or nutritionist too. Log on for help with:

  • Diabetes
  • Digestive disorders
  • Food allergies
  • High blood pressure
  • High cholesterol
  • Meal planning
  • And more!

Common Conditions

See A Doctor Online

Our board-certified providers, including doctors and nurse practitioners, are specially trained on the VirtualCare platform to ensure that your healthcare needs are met. Get help with:

  • Allergies
  • Cough/Cold
  • Rash
  • Seasonal Flu
  • Pink Eye
  • Stomach bug

Behavioral Heath Visits

Behavioral Health Visits

See A Mental Health Professional Online.

Schedule an appointment with a behavioral health professional, including counselors, psychologists, and psychiatrists. Have a secure visit from the comfort of your own home. Log on to schedule a behavioral health visit to get mental health medical treatment, including medication.


How are VirtualCare services provided?

This service is provided through our partnership with American Well (Amwell), which has its own network of doctors known as the Online Care Group. Members can access VirtualCare through the app available on the App Store, Google Play, on, or from the VirtualCare page on

Most virtual visits for medical services take approximately 10 minutes—the average amount of time needed to handle most medical issues. Counseling and psychiatry visits average 45 minutes. Once connected, a doctor will review health history, answer questions, and, at his or her discretion, diagnose, treat, and even prescribe medication. If medicine is prescribed, the doctor sends it straight to the member’s pharmacy.

When would someone use VirtualCare services?

VirtualCare is ideal in situations like the following:

  • A member is too sick to leave the house
  • A member is flying tomorrow and can’t get out of work
  • A member is finding it difficult to get a doctor’s appointment
  • The doctor’s office is closed and the member doesn’t want to go to an urgent care clinic or hospital
  • A member just moved and doesn’t know any doctors in the area
  • A member is traveling in the United States and needs to see a doctor
  • A member is having trouble finding a counselor or psychiatrist that fits his or her schedule, or is less than 30 minutes away

When are doctors available?

For medical visits, doctors are available 24/7, every day of the year. For counseling and psychiatry visits, members can make an appointment online 24/7. However, appointments are generally only from 8 am to 10 pm, ET. Times may vary by time zone and location.

Will our members be charged if they miss a behavioral health scheduled appointment?

A $40 reservation/booking fee will be charged to members in a "no-show" situation, or if they did not cancel at least 24 hours in advance of the appointment. Amwell has added a credit card collection step when the appointment is booked. That way a card is on file to be charged when an appointment is missed.

Who are the doctors?

Amwell’s doctors are employed by Online Care Group, a physician-owned primary care practice with a national network of U.S.-based providers. Psychiatrists are board-certified in psychiatry and neurology, and counselors are licensed masters- and doctoral-level psychologists. The providers are licensed to practice medicine in the state in which the member is located. They are all considered in-network for Capital Blue Cross as long as services rendered are covered under a member’s health plan.

What if a member’s Primary Care Physician (PCP) offers virtual visits?

If that PCP offers virtual visits and is listed in the Capital Blue Cross provider finder as an approved provider for virtual visits, then the member may work with that PCP to have virtual visits as medically necessary. To be sure a PCP is approved to conduct virtual visits, members should look for the video indicator (icon) on the provider finder.

Can our members use other national providers for virtual visits?

Capital Blue Cross has partnered with Amwell to ensure the quality and consistency of the virtual experience. If members choose to use another national provider (such as Teladoc or MD Live), the health plan will not cover it and they will pay out of pocket.

Do the doctors have ratings that our members can view?

After every visit, members are asked to rate both their experience and their provider. (They respond in the form of star ratings, ranging from 1 to 5.) The website will display the star ratings as providers acquire them. The app will display all 5 stars on all provider profiles. When those stars appear gray in a provider profile, that means no rating has been received yet. Once a rating is received, those stars turn yellow, indicating the provider rating.

How do our members find VirtualCare in the app stores?

In their preferred app store, they can do a search for “Capital Blue Cross VirtualCare” and look for the VirtualCare icon.

3 ways to sign up

  1. Download the free Capital Blue Cross VirtualCare app from the App Store or Google Play.
  2. Visit
  3. Call 833.433.5914

Telehealth - Expanded Benefit

Telehealth gives you the ability to consult with your current health professional via video conference, web or phone.

Telehealth was originally a Medicare benefit only for members in rural areas of Pennsylvania but has been expanded so all members that have participating providers have alternate options. Using telehealth to communicate with your current health professional may give you peace of mind knowing that they already have your health history.

Telehealth can be used for:

  • Primary care physician (PCP) visits
  • Specialist visits
  • Preventive visits
  • Diabetes self-management training
  • ESRD related visits for home dialysis patients
  • Evaluation of images sent to your doctor
  • Mental health individual or group visits
  • Substance abuse individual or group visits

If you choose to get one of these services via telehealth you must use a Capital Blue Cross in-network provider who offers their services by telehealth. Co-payments may apply, as applicable for a face-to-face office visit. Check with your health care provider(s) to see if they offer telehealth services!

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Updated October 1, 2022