Member

Convenient, Quality Medical Care

Some of your Questions

Q. What is WellVia?

WellVia is a premier Telehealth company providing access to Board Certified Doctors 24/7 who diagnose, recommend treatment, and when clinically appropriate issue a prescription. WellVia provides members with access to high quality doctors via telephone, smartphone or computer for non-emergency medical needs. All of WellVia’s U.S.-based and board-certified physicians are credentialed utilizing NCQA standards. WellVia has an average doctor response time of less than 15 minutes. Our doctors can diagnose your symptoms, prescribe medication if necessary, and send prescriptions to your pharmacy of choice.

Q. When is WellVia available?

WellVia is available 24 hours a day, 7 days a week, 365 days a year, even on holidays. Use WellVia anytime you have a non-emergency medical condition, are unable to see your primary care provider, or when you simply prefer a convenient, cost effective alternative to the emergency room, urgent care center, or clinic

Q. What are the most common conditions you treat?

Our doctors are able to treat a wide range of medical conditions. Some of the most commonly treated conditions include: Allergies, Asthma, Bronchitis, Colds & Flus, Ear Aches, Fevers, Heartburn, Nausea, Rashes, Sinus Infections and Sore Throats.

Q. Is WellVia appropriate for every medical condition?

No. WellVia is designed to treat non-emergency medical conditions. You should not use WellVia if you are experiencing a medical emergency. In case of a life threatening medical emergency, you should immediately dial 911. WellVia is not intended to replace your primary care provider, however, it can be a convenient, cost effective alternative to the emergency room, urgent care center, or clinic when experiencing common conditions.

Q. Where are WellVia services available?

WellVia services are available nationwide. Diagnostic consultations are subject to federal and state regulations and telephonic or video consultations may not be available in every state.

Q. Who are the WellVia doctors?

WellVia utilizes a rigorous screening process to ensure you are consulting with the highest quality physicians. The initial selection involves a thorough review of their clinical experience, training, licensure and questionnaire. In addition, WellVia physicians are subjected to a NCQA/NPDB (National Committee for Quality Assurance/National Practitioner Data Bank) verification standard and background screen. Subsequently, each doctor is monitored through our industry leading Quality Assurance/Quality Improvement Process. When requesting a consultation, WellVia will connect you with a U.S. residing doctor licensed in your state.

Q. Are WellVia's doctors able to prescribe medication?

Yes. WellVia doctors can prescribe medications which will be sent to a pharmacy of your choice. Prescriptions are subject to the discretion of the consulting physician and their clinical judgment in accordance with law limitations. WellVia doctors do not issue prescriptions for substances controlled by the DEA, non-therapeutic, and/or certain drugs which may be harmful because of their potential for abuse. Note: Non therapeutic drugs such as Viagra and Cialis are not prescribed by WellVia physicians. View the current list of DEA controlled substances.

Q. How are prescriptions sent to the pharmacy?

When the WellVia doctor prescribes a medication, it is submitted electronically or by phone to the pharmacy of your choice. WellVia does not dispense prescription drugs.

Q. How is WellVia able to provide a quality doctor visit at an affordable rate?

On average a doctor in a traditional office setting must charge $125-$150 to earn $20-$30. The difference between what’s charged and what the doctors earn per visit goes toward paying the overhead costs associated with running a doctor’s office such as rent, utilities, and administrative staff. WellVia uses technology and best business practices to eliminate these costs and pass the savings on to our customers.

Q. Can a Member be turned down for a pre-existing condition?

Consultation requests are never denied due to pre-existing medical conditions.

Q. Is WellVia safe and private?

Yes, WellVia is safe and private. WellVia is compliant with HIPAA (Health Insurance Portability and Accountability Act) and will only share your information with your selected physician and pharmacy.

Q. How do I sign up for WellVia or activate my WellVia account?

You can easily sign up or activate your account by using one of the following methods:

  1. If you would like to sign up for WellVia, you can do so here.
  2. If you would like to register your WellVia account, you can do so here.
  3. OR, you can reach our Patient Care Team 24/7 at 1-855-WellVia.

Q. How much does it cost to use WellVia?

Depends on the plan. If you’re receiving WellVia as part of a group benefit, you may not be required to pay at all. WellVia accepts most major credit and debit cards.

Behavioral Health



Q.Do I have to schedule an appointment or can I just call and get the next available time?

All Behavioral Health visits are scheduled. WellVia does not support an on-demand option at this time.

Q.How long is the typical Behavioral Health visit?

Our first time Behavioral Health visits average 45 minutes. Psychiatry visits vary in length based on the patient need.

Q.Can I use the Behavioral Health service for an emergency?

This program is not intended to be used for emergency situations. Visit requests require an advance scheduling notification.

Q.Are there Behavioral Health issues not treated by WellVia?

There are some prescriptions not provided by our service, but the licensed specialist will determine if you are best seen for an in-person visit for further evaluation.

Q.What should I expect during my call?

After completing a quick intake assessment you will have a conversation with the Behavioral Health professional just as if you were in person.

Q.Can I talk to the same specialist each time I request a visit?

Yes. A member can choose to see the same specialist or a different one. It’s your choice.

Q.How secure is the communication line and who retains my medical records?

Confidentiality is very important to WellVia and we follow the same strict security protocols as we do for our core services. All medical records are kept in a secure environment and WellVia does not share the information with anyone outside of the patient’s specific request or as required by law.

Q.How do I access this service?

Members can access the Behavioral Health service by logging into their account or by calling customer service.

Q.What type of equipment do I need for a Behavioral Health visit?

You will need a telephone for telephonic visits. For video visits, you will need to have internet connectivity and webcam. Video visits are strongly encouraged by our specialists.

Q.What if I need a medication?

Psychiatrists are able to prescribe from a limited formulary. If the Behavioral Health specialist determines a different/higher level medication is appropriate, they may refer you for an in-person visit.

Q.Can I select my doctor based on preferences such as specialty, gender, language?

Our specialist profiles display information about each WellVia professional, including gender, language and specialty. This information will display when making your specialist selection online.

Q.Will I be able to schedule recurring appointments? If so, how far in advance can I schedule?

At the end of the visit, the provider will schedule a follow up if the individual specialist deems necessary. At this time, only the next visit can be scheduled.

Q.Is there bilingual assistance provided when I contact WellVia for the visit?

WellVia does display a provider’s languages on the profile screen when making your selection. If a bilingual WellVia specialist is not available, an interpreter will be provided.

Q.Is there a time limit on how long I can speak with a specialist?

Our therapy visit is expected to be 45 minutes on average. Psychiatry visits vary based on patient need.

Q.What type of Behavioral Health specialist does WellVia have?

Psychiatrist, Psychologist, Counselor, Clinical Social Workers, Therapist (Marriage and Family).

Q.What types of specialists can prescribe medications?

Only psychiatrists can prescribe medications.

Q.Does WellVia follow-up after each visit?

WellVia specialists utilize the member message center after each visit, but our licensed nursing staff will also be reaching out to patients directly by phone after their second and sixth visit to see how things are going. Ongoing outreach will occur as needed after the sixth visit.

Q.What can be shared with PCPs?

At this time WellVia does not include your Behavioral Health visit information in the medical record that is sent to your primary care provider.

Q.Why do I have to fill our additional intake questions?

In order to make sure our specialist have the best information possible to assist members, we do require a short intake with specific questions about their Behavioral Health status.

Q.What do I do if I feel I am in immediate danger of self-harm?

This is considered an emergency and the member should immediately dial 911 for assistance.

Q.Are there limits to how many visits can be scheduled within a month?

Not at this time. However, WellVia is committed to evaluating this program to ensure compliance with patient safety standards.

Q.Are there a maximum number of days a prescription can be issued?

At the discretion of the appropriate licensed specialist, prescriptions can be issued between 30-90 days.

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