TELADOC FAQs

Q. Do I speak with real doctors?

A. Yes. You will speak with 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 consult, Teladoc will connect you with a doctor licensed in your state.

Q. What are some of the common conditions Teladoc treats?

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

Q. Can Teladoc handle my emergency situations?

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

Q. Can I request a particular doctor?

A. No. Teladoc is designed to support your relationship with your existing doctor. It is not a means of establishing an exclusive relationship with a Teladoc doctor. Please know that all Teladoc doctors are highly qualified and go through rigorous training and credentialing.

Q. Can I get a prescription?

A. 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. Based on treatment protocols, doctors may not prescribe an antibiotic for viral illnesses such as most colds, sore throats, coughs, sinus infections and the flu. Doctors may suggest alternative treatment options such as a prescription for symptom relief or over-the-counter medication. Also, non-therapeutic drugs such as Viagra and Cialis are not prescribed by Teladoc.

Q. How are prescriptions sent to the pharmacy?

A. Teladoc does not dispense prescription drugs. If the doctor prescribes medication, it is submitted electronically or by phone to your pharmacy.

Q. Is my electronic health record kept private?

A. Teladoc employs robust encryption methods to protect your personal information. You determine who can see the information in your record.

Q. Can I call Teladoc outside of the United States?

A. No. Teladoc consults are unavailable outside of the United States.

DENTAL FAQs

Q. How does the Dental benefit work?

A. Locate a participating provider by calling the number located in your membership booklet. When scheduling an appointment identify yourself as an Aetna Dental Access® member. Show your membership card at the front desk and pay the discounted total at the time of service.

Q. How many times can I use the Dental benefit?

A. There is no limit to the amount of times this benefit can be used.

Q. Can this discount be combined with dental insurance?

A. If your insurance company allows you to submit claims after service, submit the bill and claim to the insurance company for reimbursement as defined in your insurance plan. If your insurance company does not allow you to submit claims, the Dental benefit can only be used for services not covered by your insurance such as adult orthodontia, teeth whitening, cosmetic dentistry or services after your annual maximum has been met.

Q. What if my dentist is not a participating provider?

A. Call the number located on the back of your membership card and provide the representative the doctor’s name, address, phone number and specialty. The doctor will then be contacted about joining the network.

VISION FAQs

Q. Is this benefit insurance?

A. No. This is a discount eyewear and eye care program. You will pay the discounted price at the time of the purchase. There are no reimbursements or paperwork to file.

Q. Can I use this benefit if I already have vision insurance?

A. Depending on the type of insurance, the benefit may be utilized to reduce out of pocket expenses. For example, once the insurance benefit has been exhausted, you may use your discount to buy additional pairs of glasses or contacts.

Q. Is there a limit on the number of times the benefit can be used?

A. There is no limit on the number of times you or your family can take advantage of the savings.

Q. Can I use the benefit at any retail location?

A. No. To receive a discount you must go to a provider in the Coast to Coast Vision network.

Q. What do I do when I get to the location to get my discount?

A. Be sure to show the participating provider your membership card with the Coast to Coast Vision logo at the time of purchase.

Q. What if the store is running a sale?

A. The discount cannot be combined with any other discounts or special offers.

Q. How do I get my eye doctor or optician in the Coast to Coast Vision network?

A. Call the number on the back of your membership card and provide the doctor’s name, address and phone number and Coast to Coast Vision will contact them about becoming a provider.

Q. How can I be guaranteed the greatest savings on contact lenses?

A. The greatest savings and selection for contact lenses is offered through the mail order program. Replacement contact lenses are discounted at 10% to 40% below retail.

LAB TESTING FAQs

Q. I feel healthy, so why should I get tested?

A. A serious medical condition such as heart disease, prostate cancer or diabetes can exist without noticeable symptoms for up to two years. Early detection is your best defense. A simple blood test can increase your chances of identifying potential medical conditions, and establish a baseline of your normal ranges from which future tests can be monitored.

Q. Will this test be paid for by insurance?

A. This lab testing benefit service does not file insurance claims. Some insurance plans have a wellness or prevention benefit included. The lab testing service can provide you with CPT codes so that you may file for reimbursement yourself. There is no guarantee your claim will be reimbursed. Contact your insurance provider for your benefits and reimbursement options.

Q. Do I need to see my healthcare provider to get tested?

A. Direct access testing allows greater participation in one’s own healthcare. Your healthcare provider can refer you to one of the participating lab facilities, but it’s not a requirement. However, you will be asked to provide the specific name of the test you wish to order. This service is not allowed to make any test recommendations. Participating lab facilities CLIA-certified and regulated by appropriate governmental agencies.

Q. What is the testing procedure?

A. First you order your test online, through chat or by telephone. You then print your requisition form which you must have with you when you go to the patient service center for your blood draw. The lab will not draw your blood without the requisition*. There, your blood is drawn by a certified phlebotomist. The results are received by our office generally within 24-48 hours for most tests and uploaded to your secure online account.

*When you go to the lab to have your blood drawn, only take the requisition form and your photo ID with you. If you bring a requisition to a lab OTHER than the one provided through this service, you will receive a bill from the lab for which you will be responsible. Bring NO other requisition forms. If you go to another lab that is not included in the list of participating patient service centers, you be also be responsible for the bill from that lab.

Q. What is a patient service center?

A. Patient Service Centers are certified laboratories where patients have blood drawn. These centers are staffed by licensed phlebotomists, and are the same facilities referred to by healthcare providers.

Q. Do I need an appointment?

A. An appointment is usually not required at most Patient Service Centers. You are encouraged to call the lab location to confirm their hours of operation and that an appointment is not required.

Q. Will I be able to understand the results?

A. All test results include the normal reference ranges, with abnormalities indicated. It is recommended you seek a healthcare provider to discuss results outside normal ranges. For assistance in better understanding lab tests and results, please visit labtestsonline.org.

Q. When will I receive the results?

A. Please view test descriptions for expected turnaround time for each test. Most results are available in as little as 24-48 hours after your blood is drawn. You will receive an email when your results have been uploaded to your secure online account.

Q. Will my healthcare provider receive a copy of my results?

A. Your privacy is respected and will remain confidential. You are the only one who receives the results unless you specify otherwise in writing. You can request to have a copy of your results sent to your healthcare provider only with a signed HIPAA release form giving us the authorization to do so.

MRI AND CT SCANS FAQs

Q. How do I utilize this service?

A. To schedule an appointment, you will reserve your procedure and pay online using our easy search tool. A representative from the imaging center you selected will call you within 2 business days to set up your appointment. You need a prescription from your referring physician to schedule so please send your prescription to the imaging center prior to your appointment. You will obtain the full facility details upon completion of the reservation and payment process. The final report will be sent to your referring physician within 48 hours of your test.

Q. What information do I need to schedule an appointment?

A. You will provide demographic information such as name, address, and phone numbers, as well as your doctor’s information. You must also submit a prescription from your doctor detailing the requested test.

Q. How do I pay for the service?

A. All major credit and debit cards accepted online or over the phone. You receive approval immediately and you are then ready to schedule your appointment.

Q. How do I pay for the service?

A. All major credit and debit cards accepted online or over the phone. You receive approval immediately and you are then ready to schedule your appointment.

Q. Where can I find your price list?

A. Once you become a DBS Member, you will be provided with a phone number to contact for pricing information. Using this benefit, members will save 40% to 75%* on usual charges for MRI and CT Scans at thousands of credentialed radiology centers nationwide.