Aetna Better Health Members Access VirtualCare2go Across Texas

Use Your Benefits for Convenient Virtual Medical Care

Aetna Better Health of Texas members may be able to receive care through VirtualCare2go for eligible non-emergency health concerns. A virtual appointment allows you to connect with a licensed healthcare professional using a phone, tablet, or computer without traveling to a medical office.

Aetna Better Health of Texas administers Medicaid and Children’s Health Insurance Program benefits for eligible members in designated Texas service areas. Because benefits and provider networks can differ between STAR, STAR Kids, CHIP, and CHIP Perinatal plans, members should confirm coverage before scheduling.

Visit the VirtualCare2go Aetna insurance page to review available information about using your Aetna benefits.

Does VirtualCare2go Accept Aetna Better Health?

VirtualCare2go lists Aetna among the major insurance plans it accepts. However, Aetna includes several commercial and government-sponsored products, and participation with one Aetna network does not automatically confirm participation with every Aetna Better Health plan.

Before scheduling, confirm:

• Your Aetna Better Health coverage is active.

• VirtualCare2go participates with your exact plan and network.

• The treating healthcare professional is in network.

• Virtual appointments are covered for the service you need.

• A primary care provider selection or referral is required.

• Prior authorization is not required.

• Laboratory testing and prescriptions have separate benefits.

• You will not have an unexpected member responsibility.

Aetna Better Health members can use the plan’s provider directory to search for network healthcare professionals. The directory also notes that certain services may require prior authorization.

Insurance verification reflects information available at that time and does not guarantee claim payment.

Virtual Healthcare Throughout Texas

VirtualCare2go serves patients throughout Texas, including people in Dallas–Fort Worth, Arlington, Farmers Branch, Brownwood, Houston, Austin, El Paso, San Antonio, and surrounding communities.

A virtual appointment can be helpful when you need medical guidance but traveling to a clinic is difficult or inconvenient. Patients can connect from home, work, or another private location with a reliable internet connection.

Aetna Better Health of Texas recognizes telehealth as a way for members to meet with healthcare professionals securely through a computer, smartphone, or tablet.

What Can VirtualCare2go Treat?

A virtual visit may be appropriate for many common illnesses and non-life-threatening health concerns. Depending on your symptoms and the healthcare professional’s medical judgment, VirtualCare2go online urgent care may help evaluate:

• Cold or flu symptoms

• Allergies

• Cough and congestion

• Fever

• Sore throat

• Headaches

• Ear concerns

• Sinus symptoms

• Nausea

• Vomiting

• Diarrhea

• Constipation

• Pink eye

• Rashes

• Eczema

• Minor skin infections

• Insect bites

• Urinary symptoms

• Other appropriate non-emergency concerns

Aetna Better Health of Texas identifies common colds, allergies, skin conditions, sinus concerns, and similar conditions as examples of concerns that may be appropriate for telehealth.

Some symptoms require an in-person examination, laboratory testing, imaging, or emergency treatment. Your healthcare professional will explain if another level of care is needed.

How Does a VirtualCare2go Appointment Work?

Virtual care is designed to make connecting with a healthcare professional more manageable:

1. Schedule your appointment. Select an available appointment time and create or access your VirtualCare2go account.

2. Provide your information. Enter your symptoms, medical history, medications, allergies, and Aetna Better Health plan details.

3. Connect virtually. Attend the appointment using a compatible phone, tablet, or computer.

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

Choose a private, well-lit location with a reliable internet connection. Make sure your device is charged and that its camera and microphone are working.

Which Aetna Better Health Plan Do You Have?

Aetna Better Health of Texas serves members enrolled in several government-sponsored health plans, including:

• STAR Medicaid

• STAR Kids

• CHIP

• CHIP Perinatal

Each plan can have different eligibility rules, provider networks, covered services, and authorization requirements. Review the front and back of your insurance card to identify your plan before contacting member services.

Aetna Better Health advises members to renew Medicaid or CHIP coverage as required and keep their contact information current to prevent interruptions in benefits.

How Can You Verify Your Benefits?

Call the member-services number on your Aetna Better Health identification card before scheduling. Ask the representative to verify your benefits for VirtualCare2go and the specific service you need.

Helpful questions include:

• Is VirtualCare2go in network for my plan?

• Is the treating healthcare professional in network?

• Are virtual urgent care appointments covered?

• Is a referral from my primary care provider required?

• Does this service require prior authorization?

• Will I have a copay or another member cost?

• Are laboratory tests covered separately?

• Are prescriptions covered separately?

• Are follow-up appointments included?

• Is there a particular virtual-care platform I must use?

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

Aetna Better Health member-services telephone numbers differ by plan and service area. The number on your current insurance card is the best place to begin.

Is a Primary Care Provider Required?

Many Medicaid and CHIP plans require members to choose or be assigned a primary care provider. Aetna Better Health describes the primary care provider as an important part of coordinating covered medical services. Members can review or change their assigned provider through the member portal or by contacting member services.

Before your VirtualCare2go appointment, ask whether:

• You must select a primary care provider.

• VirtualCare2go can be used without a referral.

• The treating healthcare professional must be listed in the Aetna directory.

• Your assigned provider must approve follow-up services.

• Specialist care requires additional authorization.

If you change your primary care provider, request a confirmation or reference number.

Is Prior Authorization Required?

Prior authorization requirements depend on the plan and requested service. A routine virtual consultation may not require approval, but testing, procedures, medications, specialist services, and follow-up treatment may have separate requirements.

Authorization does not guarantee payment. Final claim processing can depend on active eligibility, network participation, medical necessity, plan rules, and the services performed.

Confirm authorization requirements before receiving non-emergency testing or treatment.

What Should You Prepare?

Before your appointment, have the following available:

• Your current Aetna Better Health insurance card

• A valid photo identification

• Your medication and supplement list

• Medication or food allergies

• A description of your symptoms

• The date your symptoms began

• Recent temperature or blood-pressure readings, if available

• Relevant medical records

• Your preferred pharmacy information

• Referral or authorization documents

• A charged phone, tablet, or computer

• A stable internet connection

If you have a visible rash, redness, swelling, or another skin concern, sit in a well-lit area so the healthcare professional can see it clearly.

Are Prescriptions Covered?

A VirtualCare2go healthcare professional may prescribe medication when medically appropriate and permitted by applicable regulations. A prescription is not guaranteed and depends on the virtual evaluation.

Medication costs are separate from the appointment. Your Aetna Better Health pharmacy benefit, formulary, pharmacy network, and authorization rules determine whether a medication is covered.

Before filling a prescription, confirm:

• The pharmacy participates with your plan.

• The medication is on the plan’s formulary.

• Prior authorization is not required.

• A generic medication is available when appropriate.

• You understand any expected member responsibility.

Are Laboratory Tests Included?

Laboratory testing is generally separate from the 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 Aetna Better Health:

• Is the laboratory in network?

• Is the requested test covered?

• Does the test require prior authorization?

• Must the test be completed at a designated laboratory?

• Will there be a separate member cost?

A covered virtual appointment does not automatically mean every test or outside service will be covered.

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 your condition requires hands-on evaluation.

Follow the healthcare professional’s instructions and seek prompt care if your symptoms become severe or rapidly worsen.

Schedule Your Virtual Appointment

Aetna Better Health members may be able to use their benefits for eligible VirtualCare2go appointments. Confirming your plan, network, and requested service before the visit can help you understand your coverage.

Visit VirtualCare2go to learn more or schedule an appointment. You may also call (817) 508-8169 for scheduling and insurance-verification assistance.

Have your current Aetna Better Health card available when calling.

Medical disclaimer: Virtual care is intended for appropriate non-emergency medical concerns. Call 911 or go to the nearest emergency department for chest pain, severe breathing difficulty, signs of a stroke, uncontrolled bleeding, loss of consciousness, a serious injury, or another potentially life-threatening emergency. Insurance coverage and member costs must be confirmed for each patient and service.