Aetna Better Health and VirtualCare2go Visits

Check Your Plan Before Scheduling Online Care

Aetna Better Health members may have access to virtual healthcare for certain stable, non-emergency concerns.

The ability to use VirtualCare2go depends on the exact Aetna Better Health plan, assigned network, provider participation, referral rules, service area, and medical need.

Review the VirtualCare2go Aetna page and verify benefits before scheduling.

Confirm the Complete Plan Name

Aetna offers several different types of healthcare coverage. Aetna Better Health may also administer Medicaid or CHIP benefits in certain areas.

Check the front and back of your current card for the complete plan name, member-services number, assigned PCP, network information, and pharmacy details.

When speaking with member services, provide the name VirtualCare2go, the scheduled healthcare professional when available, and the requested appointment type.

Ask About PCP and Referral Requirements

Some Aetna Better Health plans require members to select an assigned primary care provider. Your PCP may coordinate routine healthcare, referrals, specialist services, and follow-up treatment.

Before scheduling, ask whether:

• VirtualCare2go can be used without a PCP referral

• The scheduled provider participates with your plan

• Prior authorization is required

• The visit must use a plan-selected platform

• Follow-up must be coordinated through your PCP

• There are age or service-area restrictions

If you recently changed your PCP, ask when the change becomes effective and request a confirmation number.

Which Concerns May Be Evaluated Online?

Depending on clinical judgment, virtual care may be appropriate for mild cold symptoms, allergies, congestion, sore throat, pink eye, uncomplicated urinary symptoms, minor skin concerns, nausea, constipation, diarrhea, or stable headaches without emergency warning signs.

Some concerns cannot be evaluated completely online. The provider may recommend laboratory work, imaging, an in-person examination, urgent care, primary care follow-up, or emergency treatment.

Before the Appointment

Prepare your insurance card, identification, medication list, allergy information, preferred pharmacy, and relevant health records.

Use a device with a charged battery, working camera and microphone, and stable internet connection. Join from a private, well-lit location.

Write down when the symptoms began, whether they are improving or worsening, and which treatments you have tried.

These details help the healthcare professional understand the concern and determine the appropriate next step.

Prescriptions Are a Separate Benefit

A provider may prescribe medication when it is medically appropriate and permitted through virtual care. A prescription is not guaranteed.

Before visiting the pharmacy, confirm:

• The pharmacy participates with your plan

• The medication is covered

• Prior authorization is not required

• Quantity limits do not apply

• A covered alternative is available if needed

Do not assume that coverage for the appointment guarantees coverage for the medication.

Laboratory and Follow-Up Coverage

Laboratory testing, imaging, specialist services, and follow-up appointments may be processed separately.

If additional care is recommended, ask Aetna Better Health whether the facility is in network, the service is covered, and a referral or authorization is required.

Complete recommended follow-up even when the original symptoms improve.

Online Care Throughout Texas

VirtualCare2go serves eligible patients located throughout Texas. This includes patients in Dallas–Fort Worth, Arlington, Farmers Branch, Brownwood, Houston, Austin, El Paso, San Antonio, and other Texas communities.

The patient should be physically located in Texas during the appointment.

When to Seek Emergency Help

Call 911 for severe chest pain, major breathing difficulty, stroke symptoms, loss of consciousness, seizures, uncontrolled bleeding, severe allergic reactions, or another potentially life-threatening condition.

Do not wait for an online appointment when emergency symptoms are present.

Visit VirtualCare2go to learn more about available online care.

Medical and insurance disclaimer: Benefits, provider networks, PCP rules, authorizations, and member responsibility vary by plan. This content does not guarantee coverage or replace individualized medical advice or emergency evaluation.