Pyramid Global Hospitality Employees Access Virtual Medical Care

Texas Telehealth Visits with VirtualCare2go™ Insurance Guidance

When you or a family member feels unwell, traveling to a clinic may add more stress to an already difficult day. VirtualCare2go™ provides convenient online medical visits for eligible patients who are physically located in Texas during their appointment.

Pyramid Global Hospitality employees and their covered family members may be able to use their employer-sponsored health benefits for virtual care. Telehealth coverage, network participation, and member costs should be confirmed before scheduling.

What Medical Plans Are Available?

A previously published Pyramid Global Hospitality benefit guide listed UHC Navigate, UHC Navigate Saver, Surest Choice, and Surest Care plans. Medical benefits can change between plan years, locations, and employee groups, so members should use their current insurance card and 2026 benefit documents when verifying coverage.

Review your current insurance card for:

• Medical plan name

• Member and group identification numbers

• Virtual care or telehealth copay

• Primary care or urgent care copay

• Deductible and coinsurance

• Provider network

• Member-services information

• Prior-authorization requirements

Prescription medications, laboratory testing, imaging, procedures, and follow-up services may be processed separately from the virtual appointment.

An insurance card does not guarantee coverage or payment. Your final responsibility may depend on eligibility, medical necessity, network participation, deductible status, authorization requirements, and the services provided.

For scheduling assistance, call VirtualCare2go at (817) 508-8169.

Can Pyramid Global Hospitality Employees Use VirtualCare2go?

Eligible Pyramid Global Hospitality employees and their covered family members may be able to use VirtualCare2go for many non-emergency medical concerns.

The virtual medical team can evaluate concerns such as:

• Cold and flu symptoms

• Cough, congestion, or sore throat

• Fever and body aches

• Allergies and sinus concerns

• Headaches and migraines

• Nausea, vomiting, or diarrhea

• Urinary symptoms

• Minor infections

• Mild allergic reactions

• Rashes and minor skin concerns

• Medication questions

• Routine primary care concerns

• Certain follow-up visits

The patient must be physically located in Texas throughout the virtual appointment. Coverage depends on the member’s current plan, eligibility, medical needs, provider-network participation, and the care provided.

Some symptoms cannot be evaluated safely through a virtual visit. The medical professional may recommend an in-person examination, laboratory testing, imaging, or emergency care when appropriate.

Call 911 or visit the nearest emergency room for chest pain, severe breathing difficulty, signs of a stroke, fainting, confusion, uncontrolled bleeding, major trauma, or another life-threatening emergency.

Who Administers the Health Plan?

The current administrator or insurance carrier should be listed on the front or back of the Pyramid Global Hospitality insurance card.

Depending on the plan, members may have UnitedHealthcare, Surest, or another administrator. Current plan information should always be confirmed using the insurance card rather than an older benefit guide.

The administrator can assist members and providers with:

• Eligibility verification

• Telehealth benefit questions

• Copays, deductibles, and coinsurance

• Prior-authorization requirements

• Provider-network participation

• Referral requirements

• Claim-status questions

• Claims-submission information

Have your insurance card, member identification number, group number, employer name, plan name, requested service, and current Texas location available when calling.

How Do I Verify My Virtual Care Benefits?

Before scheduling an appointment, contact the member-services number on your current insurance card and ask:

• Does VirtualCare2go participate with my specific Pyramid Global Hospitality plan?

• Are virtual primary care or urgent care visits covered?

• What copay, deductible, or coinsurance applies?

• Are prescriptions, laboratory tests, or follow-up services billed separately?

• Is prior authorization required?

• Is a referral required?

• Will I have a time-of-service responsibility?

• Are there telehealth or service-area restrictions?

• Must I use a virtual care platform selected by the plan?

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

VirtualCare2go can collect your insurance information before the appointment, but the plan administrator provides the official explanation of benefits. Final coverage is determined when the claim is processed.

Is Prior Authorization Required?

Prior authorization depends on the requested service and the requirements of the member’s current medical plan.

Routine virtual visits may not require advance approval, but certain medications, laboratory tests, imaging studies, procedures, or follow-up services may require authorization.

Members and providers should contact the plan administrator before receiving a service that may require approval.

Prior authorization does not guarantee claim payment. Current eligibility, medical necessity, network participation, plan exclusions, and other requirements may affect how the claim is processed.

How Do I Confirm Network Participation?

Provider networks may differ between Pyramid Global Hospitality plans and employee locations. Before receiving care, confirm that VirtualCare2go and the treating medical professional participate with your exact plan.

To verify participation:

• Call the member-services number on your insurance card

• Use the provider-search website listed on the card

• Search for VirtualCare2go

• Confirm telehealth participation

• Confirm the treating medical professional

• Ask whether virtual and in-person care use different benefits

• Ask whether the plan requires a designated telehealth platform

Provide the employer name, plan name, member identification number, requested service, and your Texas location when confirming participation.

Are Referrals Required?

Referral requirements depend on the member’s current medical plan.

Some plans allow members to schedule virtual appointments directly, while others may require a referral from a primary care provider. Certain follow-up services, testing, treatments, and specialist consultations may also require prior authorization.

Contact the plan administrator before scheduling to confirm the current referral and authorization requirements.

How Should I Prepare for My Virtual Visit?

Before your appointment, prepare:

• Your Pyramid Global Hospitality insurance card

• A photo identification card

• A current medication list

• Known medication or food allergies

• Relevant medical records

• Recent laboratory or imaging results

• Any referral or authorization documents

• A description of your symptoms

• The date your symptoms began

• Your preferred pharmacy information

• Your benefit-verification reference number

Choose a quiet, private location with reliable internet access and adequate lighting. Make sure your device is charged and that the camera, microphone, and speakers work correctly.

The patient must remain physically located in Texas throughout the appointment.

Claims Information for Providers

Providers should use the current Pyramid Global Hospitality insurance card to confirm claim-submission instructions.

Verify the following before submitting a claim:

• Electronic payer identification number

• Claims mailing address

• Member eligibility

• Plan name and group number

• Telehealth coverage

• Provider-network participation

• Prior-authorization requirements

• Referral requirements

• Timely filing limits

Claims information can differ between UnitedHealthcare, Surest, and other plans. Providers should not use claim information associated with another plan year, employee group, or employer.

Compassionate Medical Care from Wherever You Are

VirtualCare2go makes it easier to speak with a medical professional when traveling to a clinic is inconvenient or uncomfortable. The medical team will listen to your concerns, determine whether virtual care is appropriate, and explain the next recommended step.

When you are ready, Book a Virtual Visit or call (817) 508-8169. Please have your current Pyramid Global Hospitality insurance card available so your eligibility, telehealth benefits, and network participation can be reviewed before the appointment.