Aetna Better Health Members Access VirtualCare2go Across Texas

Use Your Benefits for Convenient Virtual Medical Care

Aetna Better Health members may be able to receive eligible medical care through VirtualCare2go from the comfort of home. A virtual appointment allows you to connect with a licensed healthcare professional using a phone, tablet, or computer instead of traveling to a clinic.

VirtualCare2go accepts several Aetna plans, including Aetna Better Health–CHIP and eligible Aetna EPO, HMO, PPO, Medicare Advantage, Prime Medicare Advantage, and THR Joint Venture plans. Coverage depends on the member’s specific plan, network, active eligibility, and requested service.

Visit the VirtualCare2go Aetna insurance page to review the available insurance information before scheduling.

Does VirtualCare2go Accept Aetna Better Health?

VirtualCare2go lists Aetna Better Health–CHIP among its accepted plans. Because Aetna offers several insurance products and networks, acceptance of one Aetna plan does not automatically confirm participation with every Aetna Better Health product.

Before scheduling, confirm:

• Your Aetna Better Health coverage is active.

• VirtualCare2go participates in your exact plan and network.

• The healthcare professional you will see is in network.

• Virtual appointments are covered for your concern.

• You need a referral or prior authorization.

• A copay or another member cost applies.

• Prescriptions and laboratory services have separate benefits.

• Follow-up appointments require additional approval.

Insurance verification reflects information available at that time but does not guarantee that a claim will be paid.

Virtual Healthcare Throughout Texas

VirtualCare2go provides virtual healthcare statewide. Patients can connect from Dallas–Fort Worth, Arlington, Farmers Branch, Brownwood, Houston, Austin, El Paso, San Antonio, rural communities, and other locations throughout Texas.

A virtual appointment may be helpful if:

• Traveling to a clinic is difficult.

• Transportation is unavailable.

• You need timely medical guidance.

• You live in a rural community.

• You are traveling within Texas.

• You prefer to discuss your concern from home.

• You need care outside regular clinic hours.

VirtualCare2go states that visits are conducted online and that most patients can schedule same-day appointments, subject to availability.

Which Aetna Better Health Plans Are Available?

Aetna Better Health of Texas administers several government-sponsored health plans, including:

• STAR Medicaid

• STAR Kids

• Children’s Health Insurance Program

• CHIP Perinatal

Eligibility, networks, service areas, covered benefits, and authorization requirements may differ among these programs. Aetna identifies itself as a state-contracted health plan offering Texas Medicaid through STAR and STAR Kids, along with CHIP services.

Check the front and back of your insurance card to identify your exact plan before contacting member services.

What Can a Virtual Appointment Address?

Virtual care may be appropriate for many common illnesses and non-life-threatening medical concerns. Depending on your symptoms and the healthcare professional’s medical judgment, an appointment may help evaluate:

• Allergies

• Cold or flu symptoms

• Cough and congestion

• Fever

• Sore throat

• Headaches

• Ear concerns

• Sinus symptoms

• Nausea or vomiting

• Diarrhea or constipation

• Pink eye

• Rashes

• Eczema

• Minor skin infections

• Insect bites

• Urinary symptoms

• Other appropriate non-emergency conditions

Some symptoms require an in-person examination, laboratory testing, imaging, or immediate treatment. The healthcare professional will explain if virtual care is not appropriate for your condition.

How Does a VirtualCare2go Appointment Work?

Getting connected to care involves a few simple steps.

1. Schedule your appointment

Visit VirtualCare2go, create or access your account, and select an available appointment time.

2. Provide your health information

Enter your symptoms, medical history, current medications, allergies, preferred pharmacy, and Aetna Better Health plan information.

3. Connect with a healthcare professional

Attend your appointment through a compatible phone, tablet, or computer. Choose a private location with reliable internet access.

4. Review your care plan

The healthcare professional may provide medical guidance, recommend follow-up care, prescribe medication when clinically appropriate, or direct you to an in-person medical facility.

What Should You Have Ready?

Preparing before your appointment can help your visit proceed more smoothly. Have the following available:

• Your current Aetna Better Health insurance card

• A government-issued photo ID

• Your medication and supplement list

• Information about medication allergies

• A description of your symptoms

• The date your symptoms began

• Recent temperature or blood-pressure readings

• Relevant medical records or test results

• Your preferred pharmacy’s information

• Referral or authorization documents, if required

• A charged phone, tablet, or computer

• A reliable internet connection

If your concern involves a rash, swelling, redness, eye irritation, or another visible symptom, sit in a well-lit area so the healthcare professional can see it clearly.

Do You Need a Referral?

Aetna Better Health members can generally see healthcare professionals within their assigned network. Aetna’s provider directory states that members do not need referrals for services, although certain types of care may require prior authorization.

Requirements can still vary by plan and service. Before your appointment, ask:

• Is VirtualCare2go listed in my network?

• Is the treating healthcare professional in network?

• Is a referral required for virtual urgent care?

• Does my primary care provider need to approve follow-up services?

• Does the requested service require prior authorization?

If you receive a referral or authorization, keep a copy and record its confirmation number.

Are Prescriptions Covered?

A VirtualCare2go healthcare professional may prescribe medication when it is medically appropriate and permitted through a virtual appointment. A prescription is not guaranteed and depends on your medical history, symptoms, allergies, current medications, and clinical evaluation.

Medication expenses are separate from the appointment. Your Aetna Better Health pharmacy benefit determines whether a prescribed medication is covered.

Before filling a prescription, confirm:

• Your pharmacy participates in the plan.

• The medication appears on the plan’s formulary.

• Prior authorization is not required.

• A generic alternative is available when appropriate.

• You understand any expected member cost.

Are Laboratory Tests Included?

Laboratory testing is generally separate from a virtual appointment. A healthcare professional may recommend testing when additional information is needed to evaluate your symptoms or guide treatment.

Before completing laboratory work, ask:

• Is the laboratory in my Aetna Better Health network?

• Is the specific test covered?

• Does the test require prior authorization?

• Must I use a designated laboratory?

• Will there be a separate member cost?

• Is the ordering healthcare professional in network?

Coverage for a virtual appointment does not automatically confirm coverage for every test, medication, imaging service, or outside facility.

How Can You Verify Your Benefits?

Call the member-services number printed on your Aetna Better Health insurance card. Member-services numbers can differ by plan and service area, so the number on your current card is the best place to begin.

Ask the representative:

• Is VirtualCare2go in network for my plan?

• Is my coverage currently active?

• Are virtual urgent care appointments covered?

• Is the healthcare professional in network?

• Do I need a referral or prior authorization?

• Will I have a copay or another member cost?

• Are prescriptions covered separately?

• Are laboratory tests covered separately?

• Are follow-up appointments included?

Write down the representative’s name, the date of your call, and the reference number provided.

You may also call VirtualCare2go at (817) 508-8169 for help with scheduling and insurance verification.

When Should You Seek In-Person Care?

Virtual care cannot replace every physical examination. You may be directed to a clinic, urgent care center, laboratory, imaging facility, or emergency department when hands-on evaluation is necessary.

Call 911 or go to the nearest emergency department for:

• Chest pain or pressure

• Severe difficulty breathing

• Signs of a stroke

• Loss of consciousness

• Uncontrolled bleeding

• A serious injury

• Severe allergic-reaction symptoms

• Sudden confusion

• Another potentially life-threatening emergency

Do not wait for a virtual appointment if you believe you are experiencing an emergency.

Connect With VirtualCare2go Across Texas

Aetna Better Health members may be eligible to use their benefits for appropriate VirtualCare2go appointments. Verifying your specific plan, provider network, and requested service before receiving care can help you understand your benefits and possible financial responsibility.

Visit VirtualCare2go online urgent care to learn more about available services, or visit VirtualCare2go to schedule an appointment from anywhere in Texas.

Medical disclaimer: This article provides general educational information and does not replace professional medical advice, diagnosis, or treatment. Insurance eligibility, network participation, coverage, and patient costs must be confirmed for every member and service.